Australia and New Zealand

News, trends and insights for the region

The evolution of AI: Are chatbots driving a new customer experience?

two vintage robots with old phone on wooden floor

We’ve all had our frustrations dealing with a telco, bank, utility, insurance company or other large organisation when trying to get information, complete a transaction, or request service. Typically, we start our search on an organisation’s website, but we might end up dealing with a long winded IVR system with long wait times, or eventually […]

The evolution of AI: Why it’s finally time for business to get excited

Group of vintage robots

AI as a practical concept Colloquially, the term “artificial intelligence” is applied when a machine mimics “cognitive” functions that humans associate with other human minds, such as “learning” and “problem solving”. — Wikipedia Perhaps useful for academic purposes, this Wikipedia definition of artificial intelligence (AI) doesn’t really reflect how AI will influence us over the […]

Is there an unconscious bias towards women in STEM?

For this blog, I’m so happy to share my space with guest blogger Cindy Lee, currently a senior Digital Transformation Consultant in our Sydney office. Similar to an earlier blog of mine (The curse of unconscious bias: When to own it and when to call it out), Cindy has put pen to paper (so to […]

Industry-university partnerships that work

lecture-hall

Business leaders sometimes describe a need for ideas, talent, and collaboration tools that aren’t found within the four walls of the enterprise but flow from the outside in. Harnessing this “open innovation” can be critical for keeping competitive advantage. In another cultural arena, higher-education decision-makers are increasingly being asked to operate with an entrepreneurial edge […]

5 principles for riding the digital disruption wave

dolphins diving into waves

Disruptive digital technologies like robotic process automation and artificial intelligence are rapidly growing in maturity. So the pace of digitisation is set to continue accelerating in almost every sector. According to market intelligence provider IDC, 50% of global GDP will be digitised as early as 2021. To thrive in these market conditions, businesses need to […]

The importance of being able (or unable) to say ‘no’

no

Courtney Carr, an Associate Consultant for DXC Australia and a fellow DXC blogger, wrote me an interesting note in response to my last blog post, and it inspired me to write this most recent one. “It’s extremely dangerous for our mental and physical health to be expected to take everything on, and almost always leads […]

Is employee experience as important as customer experience?

Superheroes Friends Fist Bump Happiness Concept

When we think about an organisation becoming customer-centric, we typically think about how to satisfy our customers through a better understanding of their needs and pain points. However, I believe that most organisations critically “undercook” the design of the employee experience that supports the customer. Sure, we design systems and processes that simplify things for […]

Change Management: Time to step it up

Small boy at bottom of stairs

Has change management become a passé profession? In most large corporate organisations it is commonplace, but elsewhere it is still a misunderstood vocation that is yet to find a home. Some believe it is an HR function. Many others think it is something that a project manager or other manager should do anyway. Others don’t […]

A mentally healthy workplace: The new leadership challenge

Young plant in the morning light on nature background

IT industry leader Nick Mescher looks at changing attitudes to stress and mental health in the working environment – and provides some strategies. Some time ago, I was the executive sponsor of a cohort attending a leadership program within our organisation. The program was designed to provide skills and frameworks for our emerging talent to […]

Welcome to the new workplace of ‘me’

user-centric

This point in history combines a unique set of circumstances. It’s Moore’s Law meets the internet — a concoction of velocity and connectedness we’ve never had before. Umpteen years ago, we could have said something similar about the steam engine and the industrial revolution — new possibilities abound. The possibilities today come from our connectedness […]