I was lucky enough to be asked to read something at the wedding of two of my best friend’s. I wrote this for them and read it on their wedding day. When an artist mixes two colours together on a palette she creates a third. This third colour, though it…

“In preparation for today I revisited some of the great commencement speeches. Oprah Winfrey at Harvard on listening to doubts, Steve Jobs at Stanford on using the contemplation of death as an aid to life, and J.K. …

Views are my own. The year 2030 is a big deal at UnitingCare. It’s the year that our enterprise strategy, released in 2019, has identified that UnitingCare delivers on its bold vision. By the year 2030, we will be ‘Australia’s most trusted and respected health and community services provider…. …

With the rise of Chief Customer Officers, the proliferation of CX ‘forums’, and cries such as ‘CX is the new battleground’ ringing out at conferences and across media platforms, it could be tempting to think that the discipline of Customer Experience (CX) has been successfully sold to the business community…

Views are my own. My mid-year review of innovation at UnitingCare used the word ‘confronted’ to summarise my reflections on my first six months as innovation manager. In particular, I was struggling to see how innovation could find a foothold within a large, bureaucratic, and slow-moving organisation. …

To start at the very beginning: Who is Kate? Kate is one of UnitingCare’s personas. She is often the eldest sibling, is aged between 45–64, is a ‘sandwich’ carer (provides care for both children and for an ageing parent), and lives in a world where ideals around womanhood and femininity…

We are six months into our existence, and seven months out from EOY. Views are my own. When consulting at Era Innovation one of our favourite temperature checks was to go around the room and ask workshop attendees for their ‘one word’. This one word was typically an anticipatory remark at the opening of a workshop (excited, nervous, apprehensive, pumped), a mid-point update…

Mihaly Csikszentmihalyi’s (Me-high Cheek-sent-me-high) Flow: The Psychology of optimal experience, originally published in 1990, is enjoying a renewed interest thanks in large part to our current preoccupation with self-perfection. In addition to being “extraverted, slim, individualistic, optimistic, hard-working, popular, socially aware yet high-self-esteeming”, we now have to ensure we are…

A quick note: To have control over how you spend your time is a privilege not everybody enjoys. To have control over how you spend your time at work is a privilege even less enjoy. To have such control usually means you are working in a certain type of profession…