Download papers on a range of customer experience topics related to our services

Kinetic Consulting Australia and its international team have written many papers on a range of customer experience topics impacting both the private sector and government. Some of our papers have been selected for strategic government initiatives such as the World Government Summit in 2018 and the Government GX portal. In addition to writing the published book Experience My Brand on how to use customer experience to achieve new growth, our papers are used by industry as reference material. Subscribe to our newsletter to receive future papers.

The Real Financials of CX

To design a compelling customer experience program the initiatives need to be measured using financial metrics that can be easily measured and translate into tangible economic benefits. This paper outlines metrics that are often overlooked, but when factored into the ROI of CX will demonstrate the financial value of any CX strategic program.

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Why Customer Experience Matters

This paper was written for the Prime Minister’s Office in the United Arab Emirates. The paper was used as a guide for government offices as to why they need to undertake a proactive approach towards improving the customer/citizen experience.

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5 Technologies Redefining Customer Experience

This paper examines five emerging technologies that are likely to have the greatest impact on the future of customer experience. Organisations need to constantly develop innovative ways to create value for customers. These technologies can offer companies the tools to differentiate their brands in the future.

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10 Steps for Scaling-Up

Scaling-up a business can be one of the most important initiatives that a leader can undertake. At the same time, it can be one of the most challenging undertakings. While there is no single blueprint for effectively scaling a business, there are some basic steps that should be followed to scale a business effectively. This ten-step guide outlines the process of scaling any business.
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Redefining CX for the Digital Age

Customer expectations have been reshaped by technology. We now live in a hyperconnected world that provides us with access to just about any product or service at our fingertips. This new reality has changed what consumers value. This paper outlines how customer experiences have been redefined in the digital age.

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CX Organisational Transformation

This paper explores some of the critical considerations when undertaking CX organisational transformation. Changing the status quo in an organisation can be challenging. The report provides some practical steps to make the process more effective.

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Blockchain for Enterprise

The ecosystem supporting blockchain technology has matured to the point where the rollout of multiple enterprise blockchain solutions is imminent. This is technology that cannot be ignored by any industry as it poses both a threat and an opportunity for organisations. This paper outlines the potential of blockchain technology.

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Business 4.x

The fourth industrial revolution, characterised by disruption on multiple levels, requires organisations to change their business practices to become more competitive. This paper outlines the essential areas that organisations need to change to enable them to succeed. Business 4.x is a new operating model.

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Designing a Winning A.I. Strategy

This paper provides a summary of the strategic considerations required to develop an effective A.I. strategy for the organisation.

Following this methodology will help reduce the failure rate of an ill-conceived strategy.

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A.I. Guide for CEOs & Board Directors

The guide is designed to educate and raise awareness of the important role artificial intelligence is likely to have on corporate governance. The report makes the correlation between the primary fiduciary duty of CEOs and Board Directors, and the value offerings of A.I. software.

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From Automation to A.I.

This paper was published at the 2018 World Government Summit in Dubai. The paper outlines key government strategic considerations for executing of automation and AI solutions. The paper outlines the value proposition for government as well as the likely future strategic path.

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New Business Venture Success Factors

Before starting a new business venture there are some critical questions that need answering before your strat.

This paper provides practical questions that every entrepreneur should answer when launching a new enterprise.

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Experience My Brand

We wrote the leading book on how companies grow using branded customer experience. Discover our unique blueprint for success.

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