In a post royal commission environment, price isn’t everything

In a world where constant changes and an increasing compliance burden on both lenders and brokers are the new norm, careful consideration and implementation of policy and process changes post-royal …

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 …

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 …

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 …

Can the Royal Commission possibly meet “community expectations”?

The final report of the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry will have to be some kind of masterpiece to meet all of the …

Rethinking the risks and returns of misconduct

Like many Australians, I did a fair bit of travelling around the country over Christmas and New Year, which involved driving thousands of kilometres across NSW, Queensland and Tasmania. The …

Bugger married at first sight – the best TV in Australia is The Royal Commission

Bugger Married at First Sight, the best TV ever is watching the Royal Commission on the feed while you are working, or better yet, listening to it as you attack yet another data …

Start running your NFP like a business

If you’re running a business in Perth, chances are you’re doing it tough. Perth property prices have been falling due to a sharp slowdown in WA’s population growth; median rents …

How well are you speaking to your policyholders?

How well do you speak with your policyholders? It’s not enough to deliver a message. It should be written in a way your customers understand.   The Australian Competition and …

Tapping into the wellness industry

So much for the image of Aussies as enjoying a fit and healthy outdoors lifestyle. Figures from the Australian Institute of Health and Welfare* (AIHW) reveal some worrying home truths. …

Life cover – do consumers know what they’re buying?

ASIC recently issued its review of the life insurance industry following several well-publicised cases of poor handling of claims. While the report has attracted considerable attention, one important aspect has …

Self-regulation: too little too late?

The new Life Insurance Code of Practice is hot off the press from the FSC. But will it resonate with consumers after an extended bout of bad publicity? According to …