Think Equal, Not Same

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A year on from the first major impact of the coronavirus and the mad scramble to get office workers working from home, leaders and organisations around Australia – and the world – are grappling with the challenge of understanding the workplace of the future. Broadly, employees love the ...

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Leave Some Things Behind

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In an innovation workshop I was running for leaders, a leader in her university’s student experience centre described some of their new initiatives – such as more parking, increased security for women at night, a wider range of eating outlets, and more social activities. As she spoke, it struck...

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Top Leadership Trends for 2021 and Beyond

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A crisis doesn’t create leaders; it amplifies them. In “normal” times, many organisations tolerate mediocre or average leaders, but in a crisis those leaders are ruthlessly exposed. COVID-19 has disrupted our world, and people want leaders who step up and lead through crisis, recovery...

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Trust Is Your Responsibility

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In my many conversations with leaders working in uncertain times, I hear one word over and over again: trust. How do you trust people working from home? How do you trust people to take the initiative? How do you trust people to know when to follow the rules, and when it’s more appropriate to brea...

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Diversity Trumps Ability

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In December, Paris Mayor Anne Hidalgo was fined €90,000 (about A$140,000) by the French Ministry of Civil Service because she had broken a rule about gender diversity in senior public service appointments. The 2013 rule was designed to increase the number of women in senior positions, but here�...

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Let’s Get Digital – Podcast

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According to KPMG, digital transformation is the biggest challenge facing leaders in Australia. The pandemic didn’t change that – if anything, it accelerated digital transformation by 5-6 years. And yet, McKinsey says 70% of transformation efforts fail. Why? Because too many leaders and teams g...

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The Three Biggest Mistakes Leaders Make with Digital Transformation

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For the last three years before COVID-19, KPMG’s survey of Australian CEOs reported that digital transformation was their #1 priority. Even the pandemic didn’t slow this trend – and many leaders say it even accelerated their digital transformation by 5-6 years! But many leaders and or...

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More Customers Want a Faster Experience

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I went to breakfast last week at a restaurant that provided QR codes for ordering directly from the table. Each table has a QR code on it, which you scan with your phone, and it takes you to their online menu. You choose what you want, pay with Google Pay, and the order goes directly […] R...

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Let’s Get Digital!

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For the last three years, KPMG’s annual “Keeping Us Up At Night” survey reported on what Australian business leaders consider their biggest challenges and issues. The same topic ranked #1 for all three years (pre-pandemic!): digital transformation. Even the pandemic didn’t slow this trend. ...

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Customers On Your Side

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COVID-19 has made your customers re-evaluate what matters most to them, and your customers now have different wants and needs. In this interactive session, you’ll learn the key drivers for your customers now, and discover how to carve out a competitive space for a new customer experience. You...

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Customers Want More For Less

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When we first moved to Australia in the 1970s, we kept in touch with relatives in Sri Lanka with the occasional long-distance phone call. They were expensive, so we four kids all lined up by the phone, spoke very fast for our allotted couple of minutes, and quickly passed over the phone to the next...

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Customer Priorities Have Changed

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When I speak to healthcare groups about the future, I often talk about the use of robots for care and support. For example, the Paro robot seal in aged care facilities provides support and comfort for older people, and “Stevie” is an interactive robot that’s brightening up aged care homes: A&...

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Better Than Referrals – Share the Customer Experience

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A crisis like a global pandemic makes everybody re-assess and re-evaluate what’s important to them. And that includes your customers. So don’t assume you know what they want – make sure you continue to keep in touch with them. This is not just for loyalty purposes. It can also be ...

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Light the Fire of Innovation

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All the disruption we experienced in 2020 – and will continue to face in 2021 – means we need to be constantly innovating to adapt to change. Innovation isn’t something you can leave to an R&D team, and it isn’t something you do “when things quieten down”. I...

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Empathy

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Almost two-thirds of Australian workers experienced a mental health condition in 2020, and a World Economic Forum report says 1 in 2 Australians worry they will lose their job in the next 12 months. That’s why empathy is such an important skill for leaders now. Getting up is harder than falli...

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How To Get Things Done When Everything Keeps Changing

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Change is a part of life – especially after the chaos and uncertainty of 2020. Instead of trying to fight this change, we need new strategies to get really clear on what matters most, and then be proactive about managing change, so we can get the most important things done in our fast-paced, ...

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Embrace Chaos

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If you’re picking apples from a tree, how would you choose the best apples? You might decide based on colour, shape, size, texture, and other physical attributes. But research from University College London suggests we subconsciously also factor in the ease of reaching the apple. The low-hanging ...

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Measure COI, Not Just ROI

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In March 2015, almost six years ago, Bill Gates, former Microsoft CEO and now one of the world’s leading philanthropists, delivered his sixth TED Talk, this time on the topic, “The next outbreak? We’re not ready”. In his presentation, Gates described a global pandemic scenario that matched ...

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