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 […]

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 […]

Crushed cola can depicting Why consumers say no to clear cola but yes to green coffee

Why consumers say ‘no’ to clear cola, but ‘yes’ to green coffee

Why do some new products succeed and others spectacularly fail? It all has to do with consumer psychology – the same type of behavioural insight we can apply to public policy and organisational change. People may baulk at the idea of vitamin-enriched coffee or clear Pepsi because of their familiarity with these products – they […]