NEWS

Empathy in Financial Services

Customer trust is a function of credibility, reliability and empathy, discounted for the self-interest of the organisation. SPP observes that empathy is often the most challenging component for organisations to foster. Our E-Score offers a structured mechanism for organisations to diagnose and measure empathy, to drive pragmatic improvement and interventions across multiple organisational dimensions to build trust among customers and staff.

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PSN Victorian Innovation Conference

The Open Banking framework impacts all major banks and financial services institutions, creating a new operating environment where accredited third-parties can access consumer data. This access to data will generate a multitude of opportunities for banks and third parties to create new products and services. It will also create opportunities for retail banks to reshape the way they add value to their banking services and create new efficiencies and innovations in customer service technologies.

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SPP’s Case Study insights

Partner and Talent Acquisition Lead David Mackay attended at The University of Sydney Business School last Friday as part of SPP’s commitment to provide insights for graduates on how to conduct a Case Study Interview.

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Customer First – myth or reality?

Partner and Growth Practice Lead, Graeme Chipp, talks about customer led transformation that requires a new approach. Not customer experience improvements, but a ‘whole of business’ approach focused on establishing effective intent across the entire business combined with a heavy dose of customer reality.

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SPP 2019 Summer Internship Program – it’s a wrap!

SPP’s annual Summer Internship Program ended in February for our star recruits. Highlights over the past six weeks included an intensive training schedule, contributing to client work, individual case study presentations, a Partner and Intern breakfast, mentoring from the broader SPP team, as well as social events.

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Innovative Education Models – how to measure impact

With an inspiring line-up of speakers, SPP’s Leadership Panel Breakfast held on Monday, 4 March was attended by principals and educators, education and government stakeholders, eager to discuss the opportunities and challenges of innovative education models. SPP’s Senior Partner Ben Apted talks about the need to focus on being clear on what sort of return institutes or stakeholders are after, and being able to value this.

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Open Banking

The Open Banking framework impacts all major banks and financial services institutions, creating a new operating environment where accredited third-parties can access consumer data. This access to data will generate a multitude of opportunities for banks and third parties to create new products and services. It will also create opportunities for retail banks to reshape the way they add value to their banking services and create new efficiencies and innovations in customer service technologies.

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SPP Approach to Precinct Development

SPP has developed an overarching framework to guide development of a precinct strategy, which has already assisted governments and universities to systematically develop a place based strategy that responds to their specific objectives and reflects the unique characteristics of the place. Our Education and Government experts Ben Apted and Phil Noble outline the key elements here.

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Case Study – Forman Brown Developing Specific Sales Strategies

CLIENT: BROWN FORMAN SECTOR: Food & Beverage EXPERTISE: Go to Market “You were able to partner with our team to unlock the insights that has enabled us to increase both our efficiency and effectiveness. Our investment has paid back more than ten-fold and enhanced the quality of customer interaction.” Andrew McNamara – Sales Director, Brown-Forman Australia  …

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Media Release: SPP and GSG merger announcement

An enhanced offering in the local management consulting industry will bring increased competition to the large multi-national firms operating in the Australian market, following the merger between independent management consulting firm Strategic Project Partners (SPP) and consulting firm Growth Solutions Group (GSG). For our clients, this will enhance our service offering, as well as the solutions we deliver to address our clients’ needs.

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