"Our technologies are racing ahead but many of our skills and organisations are lagging behind". ‘Attention is a resource’ and perhaps more critical today to understand as 70% of the workforce becomes a remote or mobile workforce working from home. Attentional Intelligence...
“It’s the information I should know but don’t know that keeps me up at night”. I cannot remember where I heard the quote, it could have been one a leader quoted in "Fearless Organizations" or in "Culture Code" or in any...
Customer experience is trumping brand value to deliver a better bottom line. At a recent Customer Experience workshop at Oracle Brisbane, there was a brief discussion on the reduced value of the brand and the increasing importance of customer engagement in business...
“It is not about doing ‘digital marketing’, it is about marketing effectively in a digital world.” This quote from Diageo CEO Ivan Menezes sums up the role of digital in today's organisations. Digital has not been the greatest disruptor this century, consumers have...
I am often asked about what tools I use to facilitate a customer strategy in an organisation. And one of my greatest tools is the Customer Journey Map. A Customer Journey Map is one of the greatest tools organisations can...
Empathy is the capacity to step into other people’s shoes, to understand their lives, and start to solve problems from their perspectives. Human centred design is premised on empathy, on the idea that the people you’re designing for are your...