In 2017, researchers from QBE's Digital Innovation Lab filled a soon-to-be-demolished residence in Wisconsin with smart home tech, including Google Homes and Amazon Alexas. Once everything was connected and configured, they set the house on fire.
While 30 per cent of organisations in Australia and New Zealand are starting to scale and get value from digital investments, the remaining 70 per cent are “falling behind in rethinking business models,” according to Gartner’s 2019 CIO Agenda.
It’s no secret that customer experience (CX) is now a boardroom conversation – and for good reason. Previous research has shown that 82% of customers have stopped doing business with a company following a bad customer experience.