Knowledge Centre
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Where is customer care in 2024?
Eric Buesing, Maximilian Haug, Paul Hurst, Vivian Lai, Subhrajyoti Mukhopadhyay, and Julian Raabe, McKinsey & CompanyGen Z consumers are picking up the phone, boomers are using digital chat, and AI technologies are reshaping the contact centre. For customer care leaders, 2024 could be a transformative year.
community relations
stakeholder
Competition watchdog ACCC to get a boost in powers making it easier to block ‘harmful’ mergers and acquisitions
Nassim Khadem, ABC, 10 April 2024Australia's competition watchdog will be given far stronger powers to prevent companies from making repeated under-the-radar acquisitions that could harm competition and consumers.
regulation
Corporate learning is boring — but it doesn’t have to be
Duncan Wardle, Harvard Business ReviewMost corporate learnings aren’t cutting it. Almost 60 per cent of employees say they’re interested in upskilling and training, but 57 per cent of workers also say they’re already pursuing training outside of work.
workplace
How to discuss the undiscussables on your team
Dina Denham Smith, Harvard Business ReviewSurfacing the undiscussables on your team may be uncomfortable, but it must be an ongoing campaign, or they will sneakily build up in the background and impact your employees’ morale.
workplace
Samantha Mostyn appointed Governor-General
Francisco Silva, Law Society JournalPrime Minister Anthony Albanese has announced the appointment of Mostyn as the 28th Governor-General of Australia, succeeding His Excellency General the Honourable David Hurley AC DSC.
socio political environment
The threat of far-right rises
Francisco Silva, Law Society JournalPolls for upcoming elections all over the democratic world show a concerning rise of far-right, populist parties that support xenophobic and anti-democratic rulings.
socio political environment
How to deal with political tensions in the workplace
Sam Forsdick, RaconteurWith a UK general election approaching, Raconteur has surveyed British employees about their attitudes towards discussing politics in the office. Would a ban on such conversations ever be the right measure for an employer to implement?
socio political environment
If TikTok is banned in the US or Australia, how might the company – or China – respond?
Marina Yue Zhang and Wanning Sun, Law Society JournalTikTok’s owner is once again navigating troubled waters in the United States, where the US House of Representatives has issued an ultimatum: divest or face shutdown within six months.
regulation
Why the growing gulf between young men and women? (Paywalled)
The EconomistDiverging worldviews could affect politics, families and more.
socio political environment
Which countries have the best, and worst, living standards? (Paywalled)
The EconomistData shows progress worldwide may have suffered a permanent setback.
socio political environment