Australia’s leadership capabilities are facing a critical challenge, struggling to keep pace with evolving best practices and the demands of a future-ready workforce. This lag, according to Nicole Mathers, a …
Australian business leaders must prioritise diversity and resist the potentially damaging trend of mirroring the United States’ recent retreat from inclusivity – a move that could significantly undermine workplace innovation …
The role of Chief Customer Officer (CCO) has evolved to become a crucial component of organisational strategy. CCOs are now at the forefront of driving business growth by championing customer-centric …
There is no doubt that the COVID-19 pandemic, which paused the world in 2020, is still affecting a lot of people. Apart from the adjustments that workers were forced to …
In the wake of the COVID-19 pandemic businesses are increasingly prioritising customer experience over product and pricing as a means to differentiate their brand. As a result, customer experience skills …
The impact of COVID has made most organisations re-evaluate how they manage their employees. In response to lock down restrictions and the need to keep people safe companies had to …
To have a successful CX team means bringing onboard and engaging the right people in the right roles. Who exactly those right people are, will depend on the organisation, where …
Most Australian employees expect things to improve in their workplaces as a direct result of changes being made by employers and their response to the COVID-19 pandemic. They expect to …
Throughout the COVID-19 pandemic, customer support teams have been on the front line, contending with increased ticket volumes at the same time as having to adapt to changing circumstances and …
Most executives will readily say ‘our people’ are vital to the success of the business. Yet so many Australian organisations have inadequate employee engagement strategies in place. The coronavirus pandemic …