RO-AR.com Summaries

Podcast : punk CX Podcast Search for original: Link Key Take Aways There is a persistent disconnect between what companies believe they are delivering and the actual customer experience, emphasising the need for human-centred design. Testing with real humans is essential throughout the product lifecycle, from initial design to physical experience evaluation, ensuring alignment with customer expectations. Brands that continually test and learn about customer needs can close the experience gap and foster stronger engagement. Modern customer expectations are higher… Read more

Podcast : The informing choices mini pod Search for original: Link Key Take Aways Generation Beta (Gen Beta) refers to those born from 2025 to 2039, a cohort expected to inherit a world shaped by technological and environmental challenges. Gen Beta is characterised by being AI native, with significant familiarity with advanced digital technologies from birth. Their environment will be shaped by polarisation, uncertainty, and rapid transitions, influencing their worldview and behaviours. The personas representing Gen Beta include diverse archetypes,… Read more

Access the full podcast series here Key Take Aways The definition of AI varies widely among stakeholders, impacting discussions about its current status and future potential. RPA (Robotic Process Automation) and AI are often conflated, but there is a need for organizations to clarify their understanding of these technologies. True AGI (Artificial General Intelligence) is perceived to be five to ten years away, reflecting a significant but cautious evolution in AI capabilities. Operations are experiencing increased automation, particularly in areas… Read more

Podcast : CX passport Search for original: Link Key Take Aways Customer behaviour is driven by the need to solve specific problems and achieve identifiable outcomes, not merely by products or services. The term ‘customer’ simplifies and reduces humans to transactional roles, overlooking the complex motivations and social contexts influencing their actions. Moving organisational focus from a product-centric to a human-centric view necessitates integrating insights from anthropology and ethnography to deeply understand customer motives. Business design involves aligning the organisation’s… Read more