Craig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the process of designing through experimentation and discuss how the ABC has been able to adapt its news product for a new generation of mobile-savvy users.

 

Resources mentioned: 
Sapiens: A Brief History of Humankind (book), by Yuval Noah Harari.

 

Key takeaways (starts at 34:26):
Delightful experiences can come from anywhere so be prepared to think outside the box.
Look for opportunities to engage with customers and build a connection.
Remember to test, measure, and learn when developing new initiatives.

Craig McCosker is a Mobile Product Manager for the Australian Broadcasting Corporation (ABC). Craig and his team are responsible for managing the ABC News Messenger Bot which has been used by hundreds of thousands of people. We speak with Craig about the process of designing through experimentation and discuss how the ABC has been able to adapt its news product for a new generation of mobile-savvy users.
&nbsp;
Resources mentioned: 
<ul>
<li><a href="https://www.amazon.com.au/Sapiens-Humankind-Yuval-Noah-Harari/dp/0062316095">Sapiens: A Brief History of Humankind</a> (book), by Yuval Noah Harari.</li>
</ul>
&nbsp;
Key takeaways (starts at 34:26):
<ol>
<li style="font-weight: 400;">Delightful experiences can come from anywhere so be prepared to think outside the box.</li>
<li style="font-weight: 400;">Look for opportunities to engage with customers and build a connection.</li>
<li style="font-weight: 400;">Remember to test, measure, and learn when developing new initiatives.</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.

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