ROAR Members

Access the full podcast series here Key Takeaways Uncertainty is a persistent aspect of the human experience, often leading to binary thinking and short-term focus in decision-making. Engaging with Strategic Foresight can help organizations better prepare for the complexities and unpredictabilities of the future. Imagination and scenario planning are vital tools for managing uncertainty and stress related to potential future outcomes. It is crucial for organizations to differentiate between the vast complexities of the future and the specific areas relevant… Read more

Access the full podcast series here Key Takeaways Eco Fascism: Merges environmentalism with authoritarianism, proposing restrictive policies to tackle climate issues. Pivotal Year 2050: Significant climate challenges are expected, including: A rise in temperature by over two degrees Celsius. A global population projected to reach 9.8 billion. Bronwyn Williams' Exploration: Examines implications of personal energy consumption restrictions, particularly regarding family choices between having children and pets. Individual Accountability: The individualisation of carbon credit scores signifies a trend towards greater personal… Read more

Access the full podcast series here Key Takeaways Customer-Centric Focus: Digital transformation must begin from the customer’s perspective rather than being technology-driven. Competitive Differentiation: A customer-centric strategy is essential for differentiation in a competitive market, especially in Latin America. Understanding CX vs. Experience Marketing: There is a misunderstanding in many companies regarding the distinction between customer experience (CX) management and experience marketing. Beyond Surveys: Companies are often misled to believe that implementing surveys or metrics like NPS is sufficient to… Read more

Access the full podcast series here Key Takeaways Proactive Decision-Making: The decision-making process in crisis management is critical, as demonstrated by iSolve leaders' swift pivot from an in-person to a virtual event due to Hurricane Milton. Understanding Customer Sentiment: Thorough comprehension of the audience allows for sensitive communication during crises. Building a Resilient Team: A capable team that can make quick decisions under pressure is essential, exemplified by the iSolve team’s rapid execution of a recovery plan. Establishing Contingency Plans:… Read more

Access the full podcast series here Key Takeaways Conversational data can play a crucial role in enhancing agent performance in contact centres. Understanding the nuances in customer interactions is essential for effective coaching and continuous improvement. Team leaders should focus on both the "why" and "what" behind customer interactions to improve outcomes. Utilizing speech analytics and conversation analytics can lead to more actionable insights, even when such tools are not available. Real-time coaching is imperative for identifying skill gaps and… Read more

Access the full podcast series here Key Takeaways New Protections for APP Scam Victims: A reimbursement limit of £85,000 is being implemented, covering 99.8% of all authorized push payment (APP) scam cases. Increase in Customer Complaints: Water companies in England and Wales reported a 29% increase in unresolved customer complaints, primarily concerning billing issues. Starling Bank Fine: A significant fine of nearly £30 million has been imposed on Starling Bank for inadequate financial crime controls and reliance on a limited… Read more