Currently in Australia almost one-third of the population is over 50 years old. The same is true in the U.S., U.K., and Europe. In Japan almost half the population is over 50 years old. With or without a pandemic there is one certainty - populations are ageing. It’s a...
“Discovery consists not in seeking new lands but in seeing with new eyes.”
Marcel Proust
French Novelist & Author
customer experience
Age-neutral customer service: Lessons from Apple
Have you ever been frustrated with a customer service representative - whether on the phone, via email or face-to-face? Why the frustration? Maybe you felt misunderstood. Or, perhaps the person was constrained by a script, process, system, or structure of their...
Mind the gap: Does your organisation have the capability to deliver against the customer pain points of the over 50’s?
Mind the gap. If you’ve ever caught the London Underground, this cautionary warning would be familiar. 'Mind the gap' is also a valuable analogy for customer pain points in business. A desire to understand and focus on the customer experience (CX) or user experience...
Seizing the Damocles Sword of Parkinson’s Disease: the Emotional Core of Innovation
I recently accompanied my father to Solothurn, Switzerland for a neurosurgical operation to treat his Parkinson’s Disease (PD). The surgery has led to an incredible, life-enhancing outcome for Dad. However, by meeting the neurosurgeons and learning more about their...
Is de-greying your workforce hurting customer experience?
Companies are adaptable, creative and profitable despite the age of their workforce. At least this is what a growing body of research is showing. So why do we have HR policies and practices that, however unintentionally, work to de-grey our workplaces? What are the...