ROAR Members

Access the full podcast series here Key Takeaways: Personal travel experiences shape customer insights and preferences. Slow travel is emerging as a niche market, offering deeper customer engagement. Upgrading travel experiences, such as preferred seating arrangements, highlights the value customers place on comfort and accessibility. Culinary preferences significantly influence travel decisions, showcasing the importance of local cuisine in enriching the travel experience. The emotional connection to past travel experiences can develop into lifelong preferences, affecting customer behaviour. Childhood food experiences… Read more

Access the full podcast series here Key Takeaways Integrate Risk Management Across Departments Organisations should integrate risk management across all departments, ensuring collaboration between risk management, human resources, legal, security, and procurement functions. Focus on Geopolitical and Political Stability Geopolitical and political stability should be a primary focus, particularly in regions experiencing unrest or changes in government. Monitor Supply Chain and Logistics Volatility Supply chain and logistics volatility is crucial, especially regarding technology imports, which may be affected by sanctions.… Read more

Access the full podcast series here Key Takeaways Biophilic Design Concept: Rooted in the principle of biophilia, this design philosophy focuses on humanity’s intrinsic connection to nature and natural systems. Well-being Improvement: Aims to enhance human well-being by fostering a meaningful relationship between individuals and their environments. Workplace Productivity: Biophilic design can boost workplace productivity and employee satisfaction, resulting in lower turnover rates. Sustainability Goals: Incorporating biophilic elements helps organizations meet sustainability objectives, such as achieving net-zero emissions. Natural Materials:… Read more

Access the full podcast series here Key Takeaways: Self-Employment Journey: The speaker reflects on their challenging yet enriching two-year journey as a self-employed business owner in the contact center industry. Industry Support: Emphasises the importance of community support for solo business owners, highlighting the role of encouragement and shared experiences. Podcast Evolution: The podcast has significantly evolved since its inception in May 2019, now totalling 211 episodes with a diverse range of industry thought leaders. Audience Engagement: The podcast has… Read more

Access the full podcast series here Key Takeaways Leadership in organisations requires emotional intelligence, empathy, and a focus on human connection. High-performing individuals can inadvertently create toxic environments when not effectively managed. Leaders must prioritise establishing trust to foster open communication and high morale. Organisations should look beyond technical skills and performance metrics to assess overall employee satisfaction and workplace culture. The shift from a command-and-control leadership style in the military towards empathy-focused leadership provides critical lessons applicable in the… Read more

Access the full podcast series here Key Takeaways Growing Market for Outsourcing CX Services The market for customer experience (CX) outsourcing is expanding, with many first-time users exploring business process outsourcing (BPO) models. Clarifying Objectives Enterprises new to outsourcing must identify their goals and determine which aspects of their CX to delegate. Cultural Alignment A strong cultural fit between enterprises and outsourcing partners is critical to delivering a seamless customer experience. Scalability of BPOs BPOs must offer scalable solutions to… Read more