Entries by Ross Dawson

Why conversational skills are needed to create a high-performance, engaged, networked organization

I have been frustrated recently in having been too busy to blog about all but a handful of the insights generated in my many client engagements over the last months. Fortunately things are close to easing up into the end of the year so I’ll try to cover a bit of the backlog. This afternoon […]

The imperative of designing and building agility in customer service

Last week I was involved in two events for cloud-based contact centre application company IPScape, facilitating a media luncheon and hosting a customer event where I did the keynote and moderated a panel of experts. An article in Computerworld titled Companies ‘still grappling’ with basics of customer service: IPscape reviewed some of the content at […]

The future of news: automated, crowdsourced, and better than ever

ABC journalist Mark Colvin last week delivered the Andrew Olle Media Lecture, a prestigious annual lecture on journalism. Mark is a Twitter afficionado as well as journalist with over three decades of experience, making him a great choice for the lecture this year. The full transcript of the lecture provides rich stories from the history […]

Excellent data on the state of global innovation: idea generation, idea conversion, and crowdsourcing

Strategy + Business magazine has just launched its annual Global Innovation 1000 study, a deep analysis of the 1000 biggest spenders on innovation globally. As it happens I separately caught up with S+B editor Art Kleiner and Booz & Co Chief Marketing Officer Tom Stewart last Friday in New York (more on those conversations later), […]