MEDIA ARTICLES
Australia’s Top Ten Women Entrepreneurs: Katja Forbes
Katja Forbes is an Australian pioneer in the concept of experience design. She founded syfte, a specialist business in research and experience design in 2012, and is at the forefront of innovation for experience design and all of its components…
My Entrepreneur Magazine – Designing for Everyone
One aspect of design that is absolutely critical but not put into practise or even discussed anywhere near enough is design that ensures a positive experience for everyone, including those with different abilities. I call this inclusive design.
Is speech going to become the new text?
Design sprints. Everybody’s doing them. When run correctly, they are amazing for de-risking business cases ensuring concepts are desirable to customers, technically feasible viable for the business.
What is a design sprint and should you be running them?
Design sprints. Everybody’s doing them. When run correctly, they are amazing for de-risking business cases ensuring concepts are desirable to customers, technically feasible viable for the business.
Will our manners go the same way as texting?
If we need to tell or ask someone something, a text message, a chat over social media, or engaging with a chatbot is the first thing we think to do. No matter where we are, or who we are with. Except during an ice hockey game. Which is why I play.
Creating the ultimate customer-centric environment
All businesses today that are serious about being successful have adopted a customer-centric environment. This concept, covering all industries and all types of businesses, means that the customer ultimately comes first with an experience…
The power of anticipatory design
Automation and artificial intelligence is now part of our daily lives. We aren’t surprised anymore by the existence of a virtual personal assistant that can help us activate our devices by talking to it.
A better experience for your team
Called enterprise design, those businesses looking to stay at the forefront of the business landscape are looking after their employees and know that enterprise-wide satisfaction directly affects their customers.
Why franchisors need to prioritise innovation
To stay ahead of competitors and customer demands, it’s crucial to constantly be aware of doing these things. A normal business can make decisions like this quickly and then get to market fast, but with a franchisee, there are a lot of channels…
F Magazine – Design Pioneer
A Sydney pioneer in the experience design industry Katja Forbes has just been recognised as one of the Top 10 Australian Women Entrepreneurs of the Year by My Entrepreneur Magazine.
Designing for a cashless society
More movement has been made toward a cashless society recently, and already we are starting to see enormous implications across our society. However, in a move that was meant to create greater freedom for us, it seems to have also directly…
DesignUp 2018 wraps up
The DesignUp conference, with five keynotes, two panels, 8 talks, 10 workshops, and even a magic show concluded with valuable insights on participatory research, ethics, inclusion, constraints, and finding problems in future worlds using design…
Is artificial intelligence riddled with bias?
The purpose of Artificial Intelligence (AI) has always been to replace the menial and repetitive tasks we do each day in every sector, so that we can concentrate on doing what we do best…
How to design a customer-driven culture
There’s no doubt leading organisations have recognised customer experience is vital to future-proofing a business. But CX doesn’t all happen at the customer service end of the buying cycle. Increasingly, organisations are realising to offer great CX…
AI for Contact Centers? Try Intelligent support first!
To succeed, today’s contact center must be hyper-efficient; with every possible metric, output and deliverable enumerated, analyzed and optimized. With that in mind, it’s no wonder that the rise of AI and automation in contact centers…
The 5 trends businesses can’t afford to ignore in 2018
Thanks to advances in technology consumers are expecting more than ever from businesses. Nowhere is this more prevalent than in the area of customer experience. If your business fails to keep up with the latest trends you could wind up losing out…
Are machines stealing our jobs?
Trump obviously doesn’t acknowledge this trend; that various machines and tools labeled as Artificial Intelligence and Virtual Intelligence (AI and VI) are now doing the jobs and tasks as they can easily replicate and achieve consistent results.
100 Women of Influence
A digital native, global thinker and designer of a world where people feel good as they go about their business. Katja has a curious mind and passionate commitment to customer experience and designing products and services with…
Scary impacts of Facebook’s predictive algorithms
SME operators, and indeed any users of Facebook, should be aware of the way Facebook is effectively influencing, rather than merely distributing, our thoughts and opinions.
Why going back to basics is the best way to build customer trust
In a fast-paced, high tech world that resembles a global village, people are placing more value in the down- to-earth, the simple and the local. This trend is needs to be considered when designing your user and customer experience.
Pioneering change in customer experience
While customer experience management and design is one of the fastest developing IT sectors in Australia and around the world, it isn’t well known – and very few experts are women. But Katja Forbes wants to change all of that.
Embracing digital is the antidote to disruption for retailers
The retail industry needs to identify and understand their unique points of difference when it comes to the customer experience and then capitalise on these. Legacy brands which embrace online and social trends have no reason to fear…
5 tips for retailers to avoid collapse
With such intense pressure on Aussie retailers, and so many failures occurring in such a short window – even by experienced retail giants such as Woolworths – how can others avoid going the same way?
High-tech CX tools are not just for big brands
Small businesses are perfectly positioned to utilise the latest tools and technology to provide a unique experience to their customers. However, many may be afraid to experiment with them for a number of reasons…
4 cutting edge tools for small business
Small businesses are perfectly positioned to utilise the latest tools and technology to provide a unique experience to their customers. However, many may be afraid to experiment with them for a number of reasons…
Complacency kills CX: lessons from the Aussie retail meltdown
Experience design expert and pioneer, Katja Forbes, advises retailers to identify and understand their unique points of difference when it comes to the brand and customer experience, then capitalise on that…
Chat Bots vs. Live Agents: Impacts on Customer Experience
In my world of customer experience design, there is a lot of talk currently around Chat Bots and conversational user interface experience. Leading global powerhouses are currently directing energy and resources toward…
Optimising The Customer Experience For Business Success
Most of us would agree that last year saw a very distinctive movement toward the customer experience — regardless of industry. Before these significant changes, companies controlled the market place and customers had to play by their rules.
Are Silos Destroying Your Customer Experience?
It makes sense right? Structure your organisation into the parts that belong together. Digitalwith digital, direct customer contact channels with direct customer contact channels, mobile with mobile, web with web, silos within silos…