Adam Frank

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.

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.

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.

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.

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