Patient Limbo
Equipment and technology malfunctions can happen at any time. Things wear out, are misconfigured, or even misused, all leading to problems with...
Insights
Practical thinking on customer strategy, systems design, and business transformation.
The Patient Experience
Throughout my career, I have worked as a consultant across a wide range of industries. However, my passion is for healthcare.It can...
“Computer says NO” – how to enable staff and trust customers
I had a genuinely hilarious customer service interaction the other day. I had placed an order for my son’s school supplies online...
Leadership in Australia: an existential crisis
It’s incredibly damning to watch the Banking Royal Commission roll on, and see leader after leader give token responses to quite serious...
Leaders and mental health: how to support your people in the best way possible
There doesn’t have to be a crisis looming in order to put the mental health of your people first. In fact, by...
Why leaders can get confused on customer strategy
It’s amazing how many customer experience strategy documents, articles, books and podcasts there are on the internet nowadays. It’s a veritable smorgasbord...
The 5 things every leader should know about their customers
We all like to think that we know what our customers want. After all, they keep coming back and giving us money,...
An ageing conundrum: do we really get stuck in our ways?
The other day, I was having a discussion about someone’s grandma. They mentioned that grandma had some relatively strong ideals around things...
Want to learn something exciting about your customers?
Many organisations and their leaders nowadays think they know what their problems are. This can often be a bit of a trap,...
Gonski: Politics versus education
I was watching Simon Birmingham – the Minister for Education – on the news the other morning. He was talking about a...