News

A ad-hoc collection of  experience management insights and thoughts to drive a high performing organisation.   With  an inconsistent but valuable, focus on the 6peas of customer centricity: Customer Focus, Psychological Safety/Employee Engagement, Culture, Leadership, Brand and Governance.

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......

“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......

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 challenges have highlighted key elements......

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......

  Great products are powerful building blocks for any successful business. But these days, even the best products can’t satisfy customers on their own. The Fourth Industrial Revolution has redefined customers’ expectations to the point that 80% of them now......