Australia and New Zealand

News, trends and insights for the region

How artificial intelligence is transforming healthcare

by David Pare Pulse Series: This is the third of my monthly blogs on news, start-ups and developments in the healthcare industry, part of the 21st Century Series on Australian Healthcare. What better place to start the digital health journey than with the often poorly understood subject of artificial intelligence (AI). Analysts at International Data Corporation […]

Are your digital services leaving behind your oldest customers?

hands-on-laptop

The inexorable rush to digital services – by both government and commercial organisations – is often viewed as a revolution in customer experience. Traditional organisations are embracing ‘progress’ by leveraging their massive legacy databases to improve and personalise customer communications. Not to mention, they’re reducing traditional brick-and-mortar costs by closing branches and making email or […]

What does the “neurodiverse” workplace look like?

dandelion

As the STEM skills shortage intensifies, more and more enterprises are setting aside old ways of thinking when it comes to searching out the next great hire. One innovation is to recruit people on the autism spectrum for cybersecurity, analytics and other roles in which many “neurodiverse” individuals can truly shine. But what should our […]

The importance of intent on leadership and sales strategy

One of the fundamental tenets of leadership is authenticity. If there is a fundamental mismatch between your belief system and that of the wider organisation, eventually others will see. If you only care about yourself — your remuneration, your next promotion, or getting the credit for all the work — that will burn through and […]

SD-WAN: Building a network of networks

The stage is now set for a significant transformation in networking due to our ever-increasing expectation to connect anywhere and at any time. The move of applications — in particular more data hungry and time sensitive applications like video and voice — to cloud environments is driving this transformation. The combination of these factors means […]

The music of multi-sourcing (Part 2): Achieving harmonious customer outcomes

Orchestra Conductor

In part one of this blog series, I looked at some of the fundamental problems of managing multiple service providers. However, to keep up with customer demand and expectations, employing a number of third-party providers to deliver services to customers is inevitable. So the question becomes – how do we make it work? The promise […]

A look at Gartner’s 2017 Hype Cycle report

For this post, I received input from colleagues who provided welcome alternative perspectives on this topic. We have written this piece together, and had a lot of fun doing so! A year ago, we analysed Gartner’s 2016 Hype Cycle and the many different technologies predicted to be of interest to enterprises. Looking at Gartner’s recently […]

Putting the customer at the center of your business with Microsoft Dynamics

dart-board

Customer expectations are constantly rising. Customers know and understand that companies can collect comprehensive information about their purchasing habits and preferences. In return, they expect companies to use that data to provide personalized offerings and experiences. Businesses that fail to deliver these will find it increasingly hard to compete. What’s holding businesses back? Most businesses […]

The music of multi-sourcing (part 1): Discordant service providers

Old broken disused piano with damaged keys

Today organisations are being challenged to deliver customer-centric and adaptive services to their internal and external customers that keep pace with changing customer expectations. To meet this challenge, a single customer service will rely on the flexible integration of several external specialist business and IT services, with internal services that focus on the organisation’s areas […]

Mindset, meditation and mettle: nurturing Agile teams

We are witnessing the next stage of the Agile evolution ­– from being a mechanism to deliver software to a much broader digital business enabler and tool for facilitating cultural and behavioural change. The basic premise of business agility is to create an organisation that is flexible and able to respond rapidly to change and […]