My Opinions

My Opinion



Just a Thought 2020 and Beyond

As I write this article the Labour leadership election is underway, President Trump has opened a new front in his war with Iran, and the bush fires continue their devastating assault upon millions of hectares of land in Australia. Even…

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Why I don't deserve (or want) a 25% loyalty bonus...

The last month or so has seen me negotiating my way through the tortuous and, to my mind, somewhat deceitful renewal process for my private health insurance.

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Time for Lawyers to Step Up

As the government seeks to implement long anticipated changes in the whiplash and broader PI claims environment there will inevitably be two categories of response from the legal community.

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Why we should dump the customer-centricity argument in the claims...

When Amazon first dreamt of an algorithm that would understand reader habits and recommend new books, authors and – of course – potential purchases by consumers, were they thinking of ‘how can we increase sales’ or ‘how can we help…

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Stop Obsessing About Customer Satisfaction in the Claims Department

I don’t know who invented the concept of Customer Satisfaction but they did a grave disservice to the claims department. Like many other well intentioned beginnings it has become a destructive force of original thinking, solutions delivery, and genuine understanding…

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Why is my Toaster too Small?

I recently bought a new toaster. Bright, shiny, plenty of buttons to press and an ejection mechanism that launches the toasted slice of bread into the air at a speed to rival the best efforts of a North Korean missile…

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So what exactly is ‘Transformation’?

Just about every project I am involved in nowadays with my insurer and supplier clients involves a desire for transformation. Claims transformation, business transformation, process transformation. But what exactly do we mean by transformation and how do we go about…

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