Latest Articles
Leadership and Psychological Safety
“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 number of books I have read lately, but it...
Recommendations to boards post Hayne Royal Commission with permission Wendy Harris QC.
When a QC talks, I listen - avoid litigation. I had the pleasure of reading the paper delivered by Wendy Harris QC, current President, Victorian Bar at the recent Australian Insurance Law Association (AILA) in Tasmania. (A huge congratulations to the conference...
Psychological safety poses the greatest risk to councils
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...
Reframe customer complaints to drive revenue
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 important...
Digital Transformation – Humans trump tech channels
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...
Why your CX program will fail
According to marketers and consumers , organisations are still missing the mark with regards to delivering a good customer experience and actually identifying their needs. More than 60% of customers polled feel that brands do not do a good job of predicting their...
The importance of optimising the entire eCommerce user experience
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...
Emotion – everything we’ve been taught about emotions is wrong
Everything we have been taught about emotion is wrong. Our emotions are not hardwired they are predictions based on our experiences. Using past experience our brain constructs our current experience. This is according to researcher, author and lecturer Lisa Feldman...
I was fortunate enough to recently find an early 2019 podcast hosted by Lisa Leong called "this working life" - this podcast interviewed Psychological Safety researcher and author Dr Amy Edmondson and Viva Energy, Executive General Manager of People and Change, Jodie...
Customers trump brand value
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...