Stakeholder mapping made simple
Stakeholder mapping is one of the simplest and most useful change management tools. It is about understanding who is affected by change and how strongly they are impacted. Not everyone experiences change in the same way, even when working on…
Why Change Management matters in digital transformation
Change management often sounds bigger and more complex than it really is. At its core, it is about helping people move from how things work today to how they need to work tomorrow. Technology changes quickly. People do not. That…
Understanding Customer Experience vs. Customer Excellence
When it comes to delivering great service, two terms often appear side by side; Customer Experience and Customer Excellence. They sound similar, but they are not the same thing. In fact, understanding their difference can completely change how an organisation approaches service…
AI for Business: From Hype to Practical Use
I just attended an AI event run by Business Canterbury, supported by Westpac and MintHC. The theme was AI is not a toy. Forget the gimmicks, AI is a powerful business tool. Futurist Lee Parkinson opened the session by grounding…