Wednesday, February 26, 2020

Five Trends Shaping The Future Of Customer Experience In 2020

All that passes is raised to the dignity of expression; all that happens is raised to the dignity of meaning. . . Everything is either symbol or parable.
Paul Claudel, who died in 1955

Travis Chow (Singapore Management University), Allen Huang (Hong Kong University of Science and Technology), Kai Wai Hui (University of Hong Kong) & Terry Shevlin (UC-Irvine),Judge Ideology and Corporate Tax Planning

ATO probes Rio Tinto aluminium - Financial Review

  “Uncertainty Is the New Normal” Der Spiegel
The trailer for season 2 of HBO's My Brilliant Friend series based on Elena Ferrante's Neapolitan novels. I loved season 1. March 16, can't wait!

Season 3 of Babylon Berlin premieres on Netflix on March 1.
Pete Recommends – Weekly highlights on cyber security issues February 22, 2020 – Privacy and security issues impact every aspect of our lives – home, work, travel, education, health and medical records – to name but a few. On a weekly basis Pete Weiss highlights articles and information that focus on the increasingly complex and wide ranging ways technology is used to compromise and diminish our privacy and security, often without our situational awareness. Four highlights from this week: A spotter’s guide to the groups that are out to get you; The ‘Robo Revenge’ App Makes It Easy to Sue Robocallers; Activate This ‘Bracelet of Silence,’ and Alexa Can’t Eavesdrop; and Security experts raise concerns about voting app used by military.

Warren Buffett says Apple is probably the 'best business' in the world

2020 is an exciting year for customer experience. Customer experience is firmly positioned as a competitive advantage and something most organizations are prioritizing. It’s never been more important to deliver a consistent, seamless experience for customers and to look towards the future to find innovative ways to meet their needs.
1. Thoughtfulness is in – Thoughtfulness comes from having a customer-centric mindset where everyone is obsessed with providing the best service and solutions for clients. Thoughtfulness is built through a systemized leadership development program that internally trains future leaders to continue the customer-centric mindsets and culture.
2. Services Over Products – In the next year and beyond, we’ll see a move from selling products to selling services around products. Organizations will think more about the help that clients actually need instead of simply finding new products to sell.
3. Culture Is Now Number One Over Customers – Organizations are starting to realize, no matter how much they beat their customer experience drum, until they start with what’s happening within their walls, they’re not going to have the culture they need to achieve velocity. Creating a strong culture isn’t easy, but the investment pays rewards with both clients and employees.
4. Engineering And Service Finally Join Forces – Organizations are now combining their engineering and service efforts to create strong feedback loops. There are essentially two ways to handle customer service: manage questions through customer support or find solutions through engineering.
5. The B2B World Is Inefficiently Served – Many B2B organizations don’t focus on customer experience. B2B companies are growing at a fast pace and need to step up with more tools and a greater emphasis placed on customer experience.

ALEX MITCHELL: How NSW is becoming a corporate autocracy

Since winning the State Election almost one year ago, NSW Premier Gladys Berejiklian has remodelled herself as the “listening” premier who wants to “reconnect” her Coalition Government with voters. Is it working? Continue reading