You want to do the best for our customers, but sometimes you’re restricted by internal factors, like time, budget, geographical location, IR rules, staff availability, scheduling rosters, and floor space. You can’t fix all of these problems, but you might be surprised just how much you can address using AI. Done right, AI can shift […]
AI is all around us – and we see it in everyday life in our supermarkets. Large retailers like Coles and Woolies have been building AI into their operations for years, and show what’s possible when you apply AI to enhance the customer experience. If you’re exploring AI for your own organisation, use these examples
Even if you have invested in good customer service and worked on building a smooth customer experience, there’s a new layer you can’t ignore: customer intention. AI lets you predict what your customers might want – even before they tell you – based on their behaviour, habits, and even the behaviour of other customers like
Are you proud of your team and organisational culture? Great! But are you promoting it, sharing it, and showing it in a way that attracts the people you want? In a world of employer review sites, personal branding, and instant impressions, your workplace reputation travels fast. If you don’t show the best people what it’s
If you suspect or detect job candidates using AI in your recruitment process, do you see that as a red flag or a green light? If you reject them, you’re pushing away exactly the kind of forward-thinking, problem-solving people you actually want on your team. More and more job seekers are using AI to explore
The best employees have more options than ever, which means your employer brand matters more than ever, too. You need a strong employee value proposition (EVP), which has three parts: the internal culture people want, your own promotion of that culture, and what other employees say about you. I recently bought a book about cricket
You might think you’re offering the best to future employees, but how good is your employee value proposition (EVP)? You’re competing for talent long before somebody replies to a job ad, and your EVP is talking the loudest about you – about what you offer, what you value, and why the best people should want
We’re all drowning in data! But data is the core feature of so much decision-making now, especially when combined with AI. But are you using your data – REALLY using it – to inform your decisions? Like it or not, leaders need to be data-literate now, and know how to use data to gain insights
You know that change is constant, but are you truly preparing your team to thrive in it? One important piece of building a culture of change agents is adopting, promoting, and supporting a learning mindset. This is more than offering occasional training. It’s about helping your people go deep, broad, and far, in their learning
Your people are already using AI – but they might not be telling you about it, because they are worried you will think they are lazy, incompetent, or cheating! If they are afraid to tell you, that’s YOUR fault – and a huge missed opportunity. Somebody recently asked me whether I thought there’s too much