CX Spotlight by Fifth Quadrant

See the World Through Your Customers' Eyes

An Example of Fostering a Business Culture Focused on Customer Centricity 

"Go see, ask why, show respect." The words of Toyota chairman Fujio Cho have become renowned as the basic lean principles on which to build and run a large business but what does this mean for mid-sized and small Australian businesses?

The concept here revolves around the importance of business leaders getting up from their desks and leaving their offices to observe firsthand what is really happening in the “gemba” — the location where the work actually takes place.

Topics: CX Articles & Insights Customer experience Innovation

Making the connection - the Industrial Internet of Things

18 November 2016 A 5G cellular network that supports the trillions of interconnected devices predicted to be in use in the coming few years is being designed by telecommunications specialists at the University of Sydney. The 5G network will be dedicated to supporting the “Industrial internet of Things” (IIoT).

Topics: Innovation IoT Internet of things

Prioritising Innovation in Australia

Business Game Plans For Success

A recent report released by American Express with research conducted by ACA Research (our sister company) revealed that nearly one out of four mid-sized companies do not have a game plan. Considering that more than half of these businesses predict no growth in the immediate future, it is clear that businesses can no longer afford to focus only on their short-term goals. According to the survey, companies that have a long-term game plan tend to perform the best. Growth is the most popular priority amongst game planners, and it is closely followed by improvements in technology, better operational efficiency and more skilled staff. But the fact that Australia ranks 21st amongst the 32 countries surveyed for innovation by the Organisation for Economic Cooperation and Development (OECD) shows that there is a long way to go.

Topics: Innovation Business Priorities Finance

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