When you’re facing an uncertain future, it helps to know what’s around the corner and over the horizon. That’s the skill of foresight, where you spot the trends, signals, and shifts that could reshape your world. Before asking “Is this an opportunity or a threat?”, first figure out what’s actually changing – and then evalute […]
If you’re a leader, you should be thinking about what’s next in your industry, but are you also scanning the horizon to see what’s happening outside it? The best leaders think deep, wide, and far to understand what will affect them now and in the future. As a leader, do you really know what’s going
You already know how important it is to understand your customers now – who they are, what they want, and how they engage with you. But what if you could also predict what they’ll want next? With AI and data analytics, you can! When you can see where your customers are heading, you can be
You don’t need to dive deep into complex AI to enhance your customer experience. Instead, start with a well-designed chatbot for your customers, frontline employees, or both. Done right – and working hand-in-hand with people – it’s a low-cost, high-impact way to bring AI into your CX strategy. About sixty years ago, MIT Professor Joseph
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