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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
Rio Tinto exec admits ‘overly transactional’ approach in Indigenous dealings
Anthony Barich, S&P Global, 25 November 2020Former Rio Tinto veteran executive, Stephen McIntosh has suggested the iron ore giant may have been "overly transactional" in its Indigenous relations which led to the Juukan Gorge tragedy. Mr McIntosh made the admission while speaking at the Australian-hosted online ...
corporate responsibility
corporate reputation
community relations
US election: can corporate political activism sway the result?
Professor Debbie Haski-Leventhal, Macquarie University, 21 September 2020Global CEOs are speaking out against social, political and environmental injustices as the U.S. presidential election approaches. This new wave of corporate political activism is making its way across many multinational companies.
socio political environment
community relations
Rio Tinto boss to meet with traditional owners in Pilbara after company blasted ancient rock shelters
AAP, The Guardian, 31 August 2020Rio Tinto’s CEO, Jean-Sebastien Jacques, has pledged to hold talks with the Pilbara people after the company’s destruction of their 46,000-year-old Juukan Gorge shelters. Rio Tinto also issued a written apology to the Indigenous group, apologizing for the destruction.
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socio political environment
corporate responsibility
community relations
Misinformation and morality with Dr Daniel Effron
05 February 2020Dr Daniel Effron, Associate Professor of Organisational Behaviour at London Business School, shares his views about how encountering fake news headlines make them less unethical to share.
socio political environment
leadership communications
community relations
Facebook Needs Regulation to Win User Trust, Zuckerberg Says
Natalia Drozdiak, Bloomberg, Tuesday February 17, 2020, 28 January 2020Facebook is now pleading for governments to introduce new rules that will help it win back user trust after years of lobbying against any legislative efforts to impose new regulations. "If we don't create standards that people feel are legitimate, they won't trust institutions or technology," said Facebook's Chief Executive Officer Mark...
socio political environment
community relations
Preparing for a federal election with Centre Executive Director Wayne Burns
13 May 2019The Centre's Executive Director Wayne Burns talks about how best to prepare your company for a federal election: what to do, what not to do, and the importance of getting it right.
socio political environment
public policy
community relations
Measuring corporate responsibility investment’s impact with Kylie Macfarlane
29 April 2019Following on from an interview with Allegra Spender from the Australian Business and Community Network, Centre Director Wayne Burns speaks with Commonwealth Bank's Head of Corporate Responsibility to speak about the importance of social impact from a business perspective, and the importance of being able to measure...
measurement
corporate community investment
community relations
Measuring social impact with ABCN CEO Allegra Spender
15 April 2019The Centre's Executive Director Wayne Burns sits down with the CEO of the Australian Business and Community Network Allegra Spender to talk about measuring and reporting on social impact, and her experience leading the ABCN.
measurement
corporate community investment
community relations
How can you succeed in the world of corporate public affairs?
01 April 2019Pamela Catty SFCCPA and Matthew Percival were formally inducted as Senior Fellows of the Centre for Corporate Public Affairs (SFCCPA) at the Centre's 2019 Annual Head of Function and Senior Practitioner Roundtable.
They talk about about their careers in corporate public affairs; the characteristics of...
leadership communications
socio political environment
community relations