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 […]

A society or just an economy?

Uschi Shreiber uses a human-centred design approach to test with real people, their level of awareness about whether their job could be replaced by technology Yesterday, on my way to Davos, I tried a little experiment about the future of work. With each worker I met, my question was: could his or her job be […]

Four predictions for the future of work

Stephane Kasriel CEO, Upwork I contemplate the future of work on a daily basis in both my professional and personal life. As a father of four children from four to 14 years old, and as a citizen of the world, I care about our future. As CEO of freelancing website Upwork, I am witnessing firsthand […]

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 […]

Adapting to the speed of change

Is emotional resilience a skill that can be taught to help the next generation prepare for the unpredictable workplace of the future? By Kate Stanton, University of Melbourne As automation, globalisation and technological advances dramatically change the nature and availability of work – how do you prepare people for the jobs of the future? A […]