customer focus

Insurers get practical about becoming customer centric

While insurance CEOs are well aware that their organization’s survival depends on their ability to reorient their business around the customer, few feel they have made the necessary progress towards becoming truly customer centric, according to KPMG’s 2017 CEO Outlook. A great deal of money, time and effort has been invested into various transformation initiatives and […]

festival

How tech is personalizing the event experience

In today’s smartphone-centric world, we expect our experience of the world to be personalized. And your events should meet that expectation. A one-size-fits-all approach to your event won’t help you stand out in this experience-driven economy. With 9 out of 10 millennials having attended at least one event in the last year, you have to craft a truly […]

Co-design, collaboration, engagement: don’t just throw trendy words around

There’s a lot of hope that more collaborative ways of developing public policy can vastly improve outcomes but these approaches are nothing without ministerial support. Public trust also requires authenticity, so don’t say it’s co-design if it isn’t. It was in the final minutes of this year’s IPAA national conference on “building public trust” that […]

Girls face covered with coloured paints

Why we show the whites of our eyes

Engaging the community or stakeholders often takes place online but personal interaction will always bring a deeper connection which helps achieve better and more-sustainable outcomes. Gillian Aeria from the University of Melbourne shares one of the reasons why.   You know things are getting serious when a poker player slides sunglasses on to stop their […]

Scrabble tiles spelling out LinkedIn representing this blog on the relevance of LinkedIn for public servants

Work in government but no LinkedIn profile?

Do you really need a LinkedIn profile to function effectively in the public sector? Julian Bajkowski provides frank answers and tips that count. Every day across Australia, public services respond to broadly similar issues yet seemingly struggle to share their experiences and knowledge across borders or agencies. Whichever way you look at it, there’s a […]