by Isabelle Lopez | Feb 20, 2020 | blog, Resources, Uncategorised
A small group of IQ staff attended the recent Women in Super ‘Perfect Your Pitch’ event held at the UniSuper Melbourne office. Miranda Logan, Laura Lewis, Carmen Yang, Cynthia Cheong, Elizabeth Blythe and Tara Lupus attended the event.
About 80% of the group admitted they found networking hard, with some attendees confessing to getting so nervous that they “word salad” when meeting new people.
Thankfully, Emily McQualter, from the Happiness Concierge knew how to make the crowd comfortable, and her suggestion to hang out by the food seemed easy enough.
However, we weren’t just there for networking, we were there to learn how to talk about our passions and goals and turn them into a personal elevator pitch. Regardless of the industry we work in or the type of role we’re undertaking, we all need a pitch that doesn’t sound rehearsed to the point that we sound like a robot. A few key phrases that highlight the amazing work we do is great starting point!
After a short presentation we all grabbed a worksheet and a stranger…and just like that I felt like I was back in my 20’s and speed dating. Thankfully, the worksheet guided us in some fast-paced reflection, and when the whistle blew, we had to find another stranger to work with. After 3 or 4 rounds, we had refined our pitch, met some like-minded ‘super women’, made new friends and swapped LinkedIn details. Easy.
Emily McQualter’s presentation
So, what’s my pitch? Well, you’ll just have to find me by the food table and ask 😊 But my key phrase is “I’m more than just a super nerd I’m Super Fund Therapist, I love legislative change and governance, but my real passion is online member portal design.”
Drop me yours in the comments. I look forward to meeting you.
Laura Lewis
Senior Consultant & Team Lead
by Genevieve | Nov 14, 2019 | blog, Resources, Uncategorised
Change is the only constant.
It’s a theme that permeates through all sectors and for the superannuation industry, it’s certainly not just about regulatory change.
Super Funds and providers are in the midst of transforming their service models for their respective members and clients, which leads me to the session – “The Perils of Misreading Changing Customer Preferences” chaired by our very own, Brian Peters.
Yes, that’s one mouthful of a title, however what a fascinating talk by Tom Armstrong from the New York Times. They had a colossal challenge…changing their business model from print media to digital media. It seems easy from the onset – how hard could it be to create web pages full of content, throw in some ads (lots of ads actually) and voila job done… not exactly.
With news content for free, it was the ads that brought in the revenue and hence the problem that over time digital ads actually generated less revenue with volume and scale at speed leading to inferior customer experience – so how did they turn it around?
The new business model introduced paid subscription however the product “had to be worth paying for” and so the product changed immensely. The news stories essentially came to life with a combination of content and rich video and I have to say – I was digitally engaged.
It made me think of our industry and what we need to re-invent. There’s no doubt the Australian superannuation system is a success story, however, I’m drawn back to my opening line: change is the only constant. For me, it’s “whole-of-retirement” planning and living. That’s the challenge to nail.
Matt Giuliano
Managing Principal
by Katherine Forrest | Mar 12, 2019 | Events, Uncategorised
Super funds have until January 2020 to get their draft outcomes assessment plan in place but……what plan will super funds have to produce? (more…)
by Genevieve | Aug 31, 2018 | Uncategorised
As a Product Owner, your role involves:
- Taking accountability for the success of a product
- Prioritizing items on the product backlog
- Maximizing the value of the product
You are the key decision maker on what features and capabilities the final product will have. This means ensuring that the successful outcomes of both the customer and business are aligned and achieved in all aspects of the product implementation. And how do you define success for your customer? By understanding who the customer or user is, what needs they have, and then solving for the needs. All this, while meeting the objectives of the business. And this is where the challenge begins!
Often, we experience a trade-off between customer and business needs – and too often, business wins.
As Peter Drucker said way back in 1954: “There is only one valid purpose for a business, creating a customer.” It is simple! If we don’t meet the needs of our customers, we don’t have customers, and if we don’t have customers, we don’t have a business. If you live by this philosophy, there is suddenly no longer a trade-off.
How Outside In are you?
As a Product Owner, it is critical to start with understanding customer value and then direct the building of product features and capabilities to ensure that those needs are met. An effective Outside-In Product Owner recognises what customers think they want, and then uses insights gained through data, organisational observation and interactions to translate those into real needs and key customer outcomes. These become meaningful epics and user stories in the Agile world.
It’s about anticipating the next best thing, innovating around the needs that your customers didn’t even know they had and delivering a differentiated minimum viable product to market. Once you have delighted them with your insights, get feedback, refine and improve. Simple, right?
Right! There is a simple recipe you can follow to guarantee that you and your team are putting the customer at the heart of everything. Book a seat for the next Accredited Customer Experience Masters (ACXM) training course, and we will show you how.
The ACXM is a 4-day practical, relevant and interactive course coached by CX specialists to guide you towards the achievement of an internationally recognised certification. It really is a great way to learn, giving you practical tools and techniques in a proven, structured approach that enables real Outside-In thinking and integrates seamlessly into an agile world, leading to great products aimed at delighting customers.
To read more or enrol, visit: http://www.iqgroup.com.au/customer-experience-management-method-course/
Written by Lizette Akker & Kerry Thomas from IQbusiness South Africa
Read the original article here.
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