David Pisker is the Head of Customer Experience & eCommerce at Officeworks, Australia’s leading office supplies retailer. In this episode, we discuss how Officeworks creates delightful experiences for customers in a retail environment and why they look outside their industry to find new innovations. We also talk about the role of the customer and how businesses can meet the needs of their users in a mobile world.   Resources mentioned: Yammer (workplace communication tool) Luminoso (AI data analysis software) Breath (book), by Tim Winton. Sombrero Fallout (podcast), hosted by Ian Deeker Forth.   Key takeaways (starts at 40:30): Watch for the shift from product to experience Are you giving the customer confidence? Take inspiration from anywhere Find a way to capture innovative ideas Close the feedback loop with customers