Australia and New Zealand

News, trends and insights for the region

Can next generation loyalty programs save traditional retailers?

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Nearly any product or service is now a mere mobile phone search away. Some products and services require less than four micro swipes on an app before the goods arrive at the customer’s door. What hope do traditional retailers have of remaining relevant? Fortunately, while many pundits have declared the death of retailing, these predictions […]

Changements organisationnels : Parlons-nous le même langage ?

Lorsqu’une multinationale a racheté un constructeur automobile australien, un examen de l’entreprise locale a été demandé. Au cours de cette révision, le repreneur était désireux de comprendre comment l’entreprise communiquait et interagissait à tous les niveaux et a engagé quelques équipes existantes pour l’y aider. La société mère a rapidement compris qu’il existait des lacunes […]

Planning a big project? Story mapping provides the blueprint for success

Big projects can be daunting. You need to start somewhere, and you need a plan, but it’s surprising how many projects launch with people just starting to work without developing a clear view of the end product. It can be useful to think of it like building a house.  Would you launch the effort by […]

Enterprise mobility — the future of work has arrived

Note: This article originally appeared in CIO Advisor magazine. There’s no doubt that the technology landscape has shifted dramatically in favour of enterprise mobility over the last few years. Yet, many companies and their decision makers still appear loath to implement a strategy that supports mobility. In Australia and New Zealand (ANZ), we like to […]

Why it’s never OK to ignore the customer experience

“This is a tech project; so why do I need to consult the customer?” Sigh. During my working career I have heard this very question (well, it’s more of a statement really) more times than I would have expected. Sometimes it was worded differently and may have sounded something like, “No, no, no. We don’t […]

Create business impact with an enterprise process automation game plan

football-strategy-on-blackboard

When faced with the challenge of automating business processes, most enterprises are searching for quick wins and safe bets. But all too often they stall at the start because they can’t be sure of either. What’s needed is a game plan that delivers on both counts. Sure, there are some enterprises able to take advantage […]

Are we speaking the same language? The communication gap in organisational change

“The individual’s whole experience is built upon the plan of his language” – Henry Delacroix When an Australian automotive manufacturer was acquired by a global organisation, a review of the local business was requested. During the review, the global organisation was keen to get an understanding of how the business communicated and interacted across all […]

Think complex processes can’t be automated with RPA? Think again

Over the last eight years I’ve read through methodologies, use cases and capabilities and above all – watched robotic process automation (RPA) grow as a solution. I’ve never written anything about RPA so I thought it pertinent for my first-ever blog to write about something close to my heart: complex processes in the context of […]

Holding AI accountable in a digital world

There’s no question that Artificial Intelligence (AI) is quickly becoming more prevalent in organisations today. As a result of the burgeoning adoption, AI systems are becoming more complex, and the reasoning behind AI decisions more intricate and less transparent. Machine learning (ML) in particular allows AI systems to develop new rule sets that become increasingly […]

Why artificial intelligence needs real empathy

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Artificial intelligence (AI) systems have the potential to become both smarter than humans and smart in ways we’re not. I anticipate that AI will quickly bring tremendous benefits to both citizens and the government. Even so, today’s AI systems lack the capacity to understand and share the feelings of others. In short, AI systems lack […]