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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 […]


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 […]

female construction worker

Fair Play—Equal Laws for Equal Working Opportunity for Women | IMF Blog

Leveling the legal playing field for women holds real promise for the world—in both human and economic terms. Unfortunately, that promise remains largely ignored and its potential untapped. In too many countries, too many legal restrictions conspire against women to be economically active—to work. What can be done to remove these barriers?  A new study done by IMF economists […]


Employers, your idea about employee happiness is all wrong

When Google promoted a software engineer named Chade-Meng Tan to the role of “Jolly Good Fellow,” his career–and the entire culture of Silicon Valley–took a sharp turn. Meng, a cheerful employee valued for his motivational qualities, went from developing mobile search tools to spreading happiness across the organization. Happiness became his job. Google wasn’t the […]


Do Women-only networking groups help or hurt female entrepreneurs?

In a small loft space in downtown New York City, 13 women sit cross-legged on cushions. A noise machine hums in the background. Small succulents and crystals line the room, along with overstuffed purses carrying laptops. At the center is Deborah Hanekamp–or Mama Medicine, as she is known–a healer-slash-entrepreneur in a muumuu who is guiding the women […]

Designing for growth: five keys to innovation

World leader in marketing (read: business growth and innovation), Jeanne M. Liedtka  shares her insights into When my co-author, Tim Ogilvie, and I published Designing for Growth: a design thinking tool kit for managers in 2011, few corporate and public leaders had heard about the qualitatively oriented problem-solving methodology called “design thinking.” At that time, those who knew anything […]

failure or success

Defining policy failure in the Australian public service

Policy failures reduce public trust in Australia’s Public Service, so what does policy success look like? By Associate Professor Catherine Althaus and David Threlfall, University of Melbourne There is a history of perceived and actual high-profile policy failures in Australia over the past decade. It’s an easy list to rattle off: the Home Insulation Program(HIP), the National […]

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 […]

Bee representing workers

Five challenges that will make or break the gig economy

The gig economy, or platform work, has emerged from nowhere courtesy of the mobile technology boom, but there are question marks over whether it heralds a new future of work By Andrew Trounson, University of Melbourne For something so small, the gig-economy makes a lot of noise. These days, Uber drivers and food couriers in […]