Transform Customer Experience

Appendix I: A few general notes

Given the pace of change in this industry, the best way to find up-to-date business information is to establish contact with other practitioners.

Libraries

They may bring back memories of a bygone era, but libraries have a wealth of reference materials, articles, magazines and books that are available to the public. You can also access reports that are not readily available. For example, at the State Library of Victoria, members can access the latest IBIS market research reports, which may be useful when conducting your research.

Google Scholar

Scholar.google.com indexes academic articles, conference papers, ebooks, theses and anything else from an .edu or .org domain. The final published versions of most research articles are cached behind extremely expensive paywalls, but many institutions have made the pre-publication articles freely available on the internet. The larger public libraries also hold some subscriptions to scholarly journals and make them available to library members online.

Statistics

Many countries’ official statistical agencies, including the Australian Bureau of Statistics, make large amounts of information available free on the internet.

Standards

Where possible, it’s good to adhere to standards when designing or implementing any sort of initiative or technology, so check the standards that are applicable for your country or even globally if they are available. Australian and New Zealand standards are available for purchase ...