Who The real customer is in aged care and why it matters for customer experience

Who The real customer is in aged care and why it matters for customer experience

As customer-centricity and customer experience becomes an important strategic focus for many aged care providers today, one question remains – Who is your customer? Whilst a simple question, many senior managers and executives that I’ve engaged with are not able to...
Innovation Index Case Study: Breast Cancer Network Australia

Innovation Index Case Study: Breast Cancer Network Australia

Not-for-profit organisations are increasingly recognising the importance of stakeholder-centricity. As individuals’ access to personalised services becomes a societal norm, much stronger responses are being achieved from approaches tailored to the needs of...