The document discusses emerging digital trends for businesses in Australia and New Zealand. It highlights how the digital environment is constantly changing, creating challenges for companies to meet shifting customer demands and skills. It emphasizes the need for businesses to adapt by embracing new digital trends, gathering customer insights, and investing in new technologies like artificial intelligence and experience platforms. Proper use of tags, feedback, and mentoring are also discussed as ways for companies to stay ahead of the curve in a rapidly evolving digital landscape.

1. Perspectives

2. With the digital environment forever changing,
it’s hard to decide which digital trends you
should implement into your business
strategy to keep ahead in your industry.
Perspectives Volume 4 presents the emerging
digital trends defining the Australian and
New Zealand market, that no business
should ignore.
The Digital
Customer
Experience
Edition

4. The Tip
of the
Iceberg
Tim O’Neill
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5. The digital space is
constantly shifting.
Customer behaviours are evolving and the
skills required to reach will follow suit.

6. Thisevolution
creates a
challenge for
companies
who may struggle to meet
changing demands.

7. beg,
borrow
& steal
In order to stay vital
and relevant, companies
must beg, borrow and
steal the resources
needed to embrace
– and lead – change.

9. Anonymous,
Imperfect,
Impermanent.Brett Thompson
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10. impermanence
and anonymity
are becoming
more desirable.
As social media and its users evolve,

11. The desire for
an impermanent
experience makes
it difficult for
brands to make a
strong impression
in users’ minds.

12. Brands must be prepared to be more unique,
embrace intimate and
curated experiences.

14. Wearables -
Are They
Good for
Business?
Bradley Grinlinton
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15. consumers
have been
slow to adopt
wearables.
Despite wearables like fitness bands and
smart watches becoming more widely
available, consumers have been slow to
adopt them. This creates a roadblock for
companies who see wearables as part of
their consumer experience strategy.
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16. Companies should
look within for
opportunities to
utilise wearables
An existing workforce, with clearly defined roles and
processes, makes an ideal testing ground.

17. By opening themselves up to the possibility of
wearables transforming their workforce’s capabilities,
organisations can
greatly improve
their customer
service.

19. Moment
Mapping
the Customer
Experience
Stephen Foxworthy Enoch Tan
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20. But with multiple channels available, customer
journey maps can become overwhelming.
Customer
experience maps
are a vital part of
digital strategy.

21. Mapping individual moments
in a customer experience cycle
allows companies to prioritise
stages based on the impact
they’re likely to have on
their business.

22. Anticipate
the future of
the customer
experience
A complete moment
map allows a company to
anticipate the future of
their customer experience,
react swiftly, minimise
pain points and maximise
opportunities to
delight customers.

24. Measuring the
Effectiveness
of Content
Marketing
Aiya Hassan
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25. Content Marketing
is a crucial part of
engaging users
with a brand.

26. It can be difficult
for brands to
measure the
impact of their
content strategy
on audiences.

27. A strategic framework
ensures a company
measures engagement
across all of their channels,
allowing them to deliver
their clients a measurable
and actionable report on
the effectiveness of their
content marketing.

28. Artificial
Intelligence
and the
Experience
Platform
Brad Paton
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29. “Experience Platforms”,
incorporating advanced
personalisation and
automation features,
have replaced the
traditional Web Content
Management System.

30. Advancements in Artificial
Intelligence will allow
Experience Platforms
to provide even more
sophisticated insights
into user behaviour.

31. Companies must
invest in platforms
with a clear vision:
incorporate
Artificial
Intelligence
technologies,
or risk being
left behind.

32. Inside-out
Versus
Outside-in
Nataniel Kraizelburd
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33. Agile processes
continue to gain
popularity, becoming
commonplace across
the digital industry.

34. Despite its popularity,
there are flaws inherent to
the Agile system that can
negatively impact projects,
especially in regards to User
Experience design.
There are flaws
inherent to the
Agile system

35. Companies must
be proactive about
better integrating
User Experience
design into their
Agile processes
and improving
overall outcomes.

37. Taming Scope,
Schedule and
Budget with
Great Feedback
Joachim Pforr
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38. Good feedback
is crucial to
the successful
design and
implementation
of a new project.

39. The sheer quantity of
feedback enabled by open and
collaborative working methods
can be difficult to manage.

40. To achieve practical results,
consider feedback as it
relates to stakeholders’
practical needs, and focus
on the “why?” behind each
particular piece of feedback.
why?

42. Tag Management –
Your Key to
Digital Intelligence
Daniel Laidler
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43. Insights into customer
engagement with
digital properties
are a vital part
of marketing,
with embedded tags playing a key
role in gathering customer data.

44. The proliferation
of platforms and
products that offer
tags can lead to
tag overload

45. Choosing the right
tag management
system, and having
the knowledge
to utilise and
understand the data
it offers, is a must for
digital companies.

47. The Future
of Social:
Networking
in NicheAdam Stone
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48. Users are
moving away
from generic
social media
experiences
towards more unique and
personalised services.

49. Brands may find it difficult
to target social media users
who have shifted towards
niche services.

50. While niche social
networks may have
relatively short
reach, they offer
opportunities for
strong, meaningful
engagement.
Brands should see this as an opportunity.

52. Empowering
Our Women
Through
Mentoring
Steph Webster
Ruki Kurukulasuriya
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53. The digital
industry has
a gender
diversity
problem
with only three percent of Creative Director roles
in agencies worldwide being held by women.

54. Valuable and
talented female
employees
are robbed of
motivation
all due to lack of support and opportunity.

55. Mentoring young
women in the
industry is key
helping them identify and achieve their career
aspirations, which benefits the entire industry.

57. Retail
Predictions
2020
Stephen Foxworthy
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58. The world of retail is
evolving quickly, both
online and in stores
especially in the way the two relate.

59. it’s difficult
for anyone
to know what
lies ahead.
Given the rapid evolution of retail,

60. Stay informed on
changing consumer
behaviours and
technology trends.
This will enable brands to remain competitive.

61. To read the full articles behind these
emerging trends download the digital
version of Perspectives Volume 4.
DOWNLOAD

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