Author: Anita Bowtell
Anita Bowtell
Anita is a leading figure in the Customer Experience and Contact Centre industries. With Interact Melbourne she leads an extensive network of CX and technology professionals and executives. She is passionate about customer experience and helping people reach their full potential. Throughout her career, she has demonstrated visionary leadership in various roles as Founder, Co-Founder, CEO, Vice Chair, President and Executive Director.
Curiosity is a basic human instinct. The desire to gain new information and experiences has led to numerous breakthrough discoveries and inventions. If fostered in the workplace it drives innovation and collaboration, solves intractable problems and allows us to see new possibilities and opportunities for growth. It’s also fundamental to an organisation’s ability to add value to the customer experience. Though the benefits of curiosity are well documented, many organisations discourage it. Francesca Gino, in her HBR article The Business Case for Curiosity, highlights, “…employees often have challenging short-term performance goals (such as meeting a quarterly sales target or launching…
An outsourcing contract is like a marriage contract. It doesn’t necessarily define the success of the relationship, but it does go a long way in facilitating it. And like a marriage the relationship should be allowed to grow and evolve over time. Outsourcing deals are becoming more and more complex and dynamic, requiring effective governance structures that incorporate robust change management provisions. The contract may be written at a particular moment in time, it should be sufficiently flexible to cater for change in a predictable way. Mergers, acquisitions, divestitures, and major shifts in strategy can have a tremendous impact on…