Hi there,

There’s a new acronym in town: ROX. It’s the ROI KPI (ah pah-lease) which has been cooked up to look more deeply at customer experience, as the push for ‘customer-focused business’ (CFB anyone?) gathers ever more pace.

It’s all about measuring customer journeys, critical touch points and other factors driving experience to help target investment. And there are some companies already topping the class for ROX, providing examples for us all to learn from.

So how do you get started with this new performance metric?

In other news:

Banks take a hit on the trust front
Innovation projects fail (just like the good old IT ones used to)
From launchcraft to spacecraft: Kiwis launch satellite business
AI's role in the hiring game

Enjoy the read,

Heather Wright
Editor
editor@istart.com.au

Your new performance metric: ROX

Another day, another nebulous business acronym, but this one may have some wisdom behind it…

The abreviation du jour? ROX, short for Return on Experience, and a fancy new way of saying ‘satisfy the customer and the cash will follow’...

ROX thinking identifies a company’s critical few customer interactions, so systems can be set up to support them.

[Read more]

The delicate state of trust in A/NZ banking sector

Royal Commission into bank misconduct has impacted consumer trust…

Australia might be further advanced in Open Banking, but when it comes to trusting banks to protect data, Kiwis are far more confident – but Australasians are united in their distrust of biometrics.

“They can’t treat Open Banking as a compliance issue – they have to see it as being key to customer trust and experience.”

[Read more]

Innovation winter as projects fail to meet reality

How are Australia and NZ faring?…

Less than 20 percent of innovation projects are seeing the light of day with a lack of focus and leadership, poor processes and ongoing resistance to change damning the projects to failure.

“The research confirms the growing feeling that there is an impending innovation winter coming.”

[Read more]

Rocket Lab launches satellite build service

Frees small satellite operators from building hardware…

Rocket Lab has added in-house built satellite spacecraft to its line-up, creating a ‘turn key’ end to end service and propelling the business into a new orbit.

“[It’s] a turn-key solution for complete small satellite missions.”

[Read more]

How AI is helping businesses hiring smarter

It’s a never-ending race to find and retain skilled staff. As AI comes into the picture, what are the risks?…

From multiple-round interview processes to those baffling personality tests, talent recruitment is truly an art as much as a science.

“The ethical dimension of AI is not a luxury feature or an add-on – it is only with trust that our society can fully benefit from technologies.”

[Read more]

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