by Carolyn McSweeney-Grant | Mar 18, 2020 | Uncategorised
Emotions are contagious There was a great discussion started last week by my good friend on Linked In, @rupertbryce – “Is fear more contagious than a virus?” It created a great discussion about the fact that emotions are contagious and that we need to change the...
by Carolyn McSweeney-Grant | Nov 14, 2019 | Uncategorised
Recent reports into Australian Local Government Workforce and Future Skills and digital transformation have identified a greater risk to councils than a labour skills shortage. Recent reports into Australian local government digital transformation and workforce...
by Carolyn McSweeney-Grant | Oct 14, 2019 | Uncategorised
Millions of dollars are at risk or are being lost, as organisations “hide” from customer complaints. The Fourth Industrial Revolution has redefined customers’ expectations to the point that 80% of them now consider their experience with a company to be as...
by Carolyn McSweeney-Grant | Sep 22, 2019 | Customer Journey Maps, Digital, Uncategorised
Despite reports of customer centricity being the number 1 focus for organisations, more and more examples of organisations who are focused on the digital sales funnel at the expense of a customer centric approach is increasing as pressure mounts to increase business...
by Carolyn McSweeney-Grant | Jul 3, 2017 | Business to Business, Business to Consumer, Customer Experience Focus, Customer Journey Maps, Digital, Leadership, Uncategorised
“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,...
by Carolyn McSweeney-Grant | Jun 15, 2017 | Customer Experience Focus, Customer Journey Maps, Health, Leadership, Organisational Culture, Patient Experience, Uncategorised
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 roadmap to innovative...
