Adam Frank

Social networks are synonymous with intimacy: the majority of interactions occurring between friends and family. In contrast, when consumers interact with a brand or business, intimacy often takes a back seat.

Industry leaders have begun to ask how CRM data can start to work harder for their customers, and we’re seeing a trend towards machine learning and data-driven decision-making.

Employees have come to expect the same seamless digital interactions in the workplace that they’re used to as consumers. But while customer experience (CX) and user experience (UX) have been a focus for the best part of a decade, employee experience has largely been overlooked by organisations.

Having worked with a number of government agencies and bodies, it’s clear that many areas of the public sector are at the forefront of digital service delivery. This is a far cry from the slow and inefficient stories we often hear - in fact, they're perfectly poised to innovate and push successful digital-first initiatives.

What does it really mean to assess if a student is “emotionally invested” in their learning experience?