Insights

The Empathy Fix

Using an 'E-Score' to monitor and drive great customer relationships in service organisations What is empathy worth? And how can it be leveraged? Large institutions need to rebuild trust. The Hayne Royal...

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Insights

Open Banking – a Framework for Success

Accelerating efforts to gain advantage from open banking reforms

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Insights

Redux | Data-driven customer relationships in FSi

Deep customer insight is a highly valued destination in financial services including banking, superannuation and insurance. Ultimately, it drives greater...

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Insights

Removing employer red tape- the new battleground in superannuation

The proposed decoupling of superannuation from Modern Awards will shake up the market, in particular for Not-For-Profit Funds.

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Insights

Growing Capability in Financial Advice

This article explores how superannuation funds can grow their capability in financial advice without breaking the bank.

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Insights

Growing a Financial Services Business

ARTICLE SUMMARY SPP's client was an emerging player in the financial services sector in Australia. Although the client had enjoyed...

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Insights

Driving SME Banking Success Using CSi

ARTICLE SUMMARY Despite significant efforts and investments to improve their standing with SME customers, banks still face low satisfaction levels,...

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Insights

The Murray Review – The Odds of Implementation

As one of the most significant reviews of the financial system in Australia’s history, the Murray Review was eagerly...

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