We've identified five trends the customer service leaders are adopting post-pandemic to spark better operations, provide better customer experiences, and help drive growth. In this conversation Deloitte Digital Australia's Digital Contact Centre Lead, Simon Stefanoff and Deloitte Global Contact Centre Leader, Timothy McDougal discuss how they’ve been seeing these trends play out and the opportunities and challenges this has created in the contact centre that your organisation should be...

Lucy Poole, Dr. Dale Andrea, and Chris Moon join Cecilia Hill to share insights into their experiences on the acceleration of digital government. Shedding light on what it has been like at the forefront of public demand throughout this crisis and how they’ve been able to operate at a pace of change not experienced before. To find out more head to: https://www2.deloitte.com/au/en/pages/strategy-operations/articles/conversations-with-digital.html

For this conversation, I was joined alongside Tom Quinn, Deloitte Principal, and Global Retail Specialist as we discussed the evolution of the retail landscape with a panel of industry leaders. To find out more about Conversations with Digital head to: https://www2.deloitte.com/au/en/pages/strategy-operations/articles/conversations-with-digital.html

In this Conversation, Steve Hallam was joined by Katherine Milesi, a co-founder of Deloitte Digital and the Deputy Chair of Deloitte Australia. Katherine has a long history of working with senior executive teams to navigate the rapidly evolving digital landscape and drive large scale, complex change. She shared with us her advice on how to keep pace with the digital transformation required and the acceleration and agility techniques you could adopt to drive rapid change in your business. 

In this conversation, Steve Hallam was joined alongside Jessica Mizrahi and David Phillips. Jess and David have been driving quantitative research in market to understand the likely shifts in Australian consumer behaviour in response to COVID. The insights they have shared during this episode in May 2019 are based on the first wave of their Australian Retail Consumer Survey of ~1000 Australian shoppers. 

In this conversation, Steve spoke with Andy Main, former Global Head of Deloitte Digital who joined us from his home in Denver, Colorado. Andy and Steve discussed his thoughts on how the pandemic has shifted our focus to basic priority needs and how safety, empathy, and the digitisation of human interaction will have an enduring impact on customers’ expectations. Whilst this discussion occurred back at the start of the pandemic in May, we still find these insights relevant now