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The customer centricity movement is big business. So much so that the Harvard Business Review devoted two recent editions to answering these headline question: 'What does your customer really want?’ (2016) and ‘How to win and keep customers’ (2017). The esteemed authors wrote about pricing, product/service quality, data, innovation, habits, prototyping and storytelling. Each of these is…

What can organisations do to become more (diversity) customer centric and thereby mitigate risks and magnify opportunities? It probably depends on where an organisation sits on a maturity scale, i.e. how mature are they already in adopting a customer centric mindsetand practices? Plus how mature are their diversity and inclusion employment practices? Human resources A mature organisation…

Recommendation 1: The Australian Government follow up the initial meetings with Indigenous leadership with regular consultations which materially inform policy and legislation impacting Aboriginal and Torres Strait Islander peoples. Recommendation 2: The Australian Government pursue the key priorities for change and recommendations outlined in the Redfern Statement, utilising the Council of …