To engage or not to engage. Is that even a question?

Companies pursue the holy grail of improving customer engagement, but often without fully understanding what the term really means, and sometimes pursuing engagement with customers purely for its own sake. …

Why there’s more interest in Sweden than we’ve seen for years

In the late winter of 2015, Sweden under its then-new Prime Minister Stefan Loven – ex-welder, ex-unionist and minority Government holder – became the first country to enter negative interest …

What game theory teaches us about customer service

Two men are arrested after holding up a bank and held separately for questioning by the police. How should each of the thieves behave to achieve the optimal outcome? And …

2019: The year in review, as seen by CoreData

The past 12 months have been nothing short of extraordinary as the first wave of changes driven by the Royal Commission rolled through the industry and as personal and company reputations …

Who will help consumers see the true value of life insurance?

Australia’s life insurance industry is facing significant headwinds, driven by regulatory reform, margin pressure and the evolving adviser landscape. The Life Insurance Framework (LIF) review, Protecting Your Super and Putting …

To engage or not to engage. Is that even a question?

Companies pursue the holy grail of improving customer engagement, but often without fully understanding what the term really means, and sometimes pursuing engagement with customers purely for its own sake. …

Why there’s more interest in Sweden than we’ve seen for years

In the late winter of 2015, Sweden under its then-new Prime Minister Stefan Loven – ex-welder, ex-unionist and minority Government holder – became the first country to enter negative interest …

What game theory teaches us about customer service

Two men are arrested after holding up a bank and held separately for questioning by the police. How should each of the thieves behave to achieve the optimal outcome? And …

2019: The year in review, as seen by CoreData

The past 12 months have been nothing short of extraordinary as the first wave of changes driven by the Royal Commission rolled through the industry and as personal and company reputations …

Who will help consumers see the true value of life insurance?

Australia’s life insurance industry is facing significant headwinds, driven by regulatory reform, margin pressure and the evolving adviser landscape. The Life Insurance Framework (LIF) review, Protecting Your Super and Putting …

An Apple to pay keeps BNPL away

The Reserve Bank of Australia’s Payments System Board Annual Report 2019 has revealed that they are scheduled to review card payments regulation in 2020, which could lead to regulatory changes. …

Give financial planners a break and let them focus on the client

Financial planner bashing has become a national sport. The financial advice industry has battled consumer and media perceptions that advisers are a bunch of cowboys flogging products to line their …

The twilight of China’s population and the dawn of its retirement industry

Most of the developed world has enjoyed a population growth dividend lasting for five or six decades in preparation for dealing with an ageing population. But China has enjoyed only …

Bursting the filter bubble to escape a ‘weatherless world’

From its earliest days, digital technology has sought to help us sift through the information overload to discover relevance. While this promised to broaden our horizons it has in fact …

Self-managed super funds: to 2020 and beyond

Since emerging in the late 1990s, the self-managed super fund (SMSF) sector in Australia has shown uninterrupted growth. According to the Australian Taxation Office (ATO), as at 31 March 2019, …