NATIONAL MANAGER, OPERATIONAL EXCELLENCE, LITTLE REAL ESTATE
Where are you from originally and where do you call home now?
I come from Newbridge, near Bathurst in NSW; now living in, and loving, sunny Brisbane.
What's the most important project you are working on right now?
We’re doing a lot of research on what might be possible with things like AI and chatbots, which help give our customers instant access to data and insight 24/7. In addition, we’re working with technology to provide a more flexible and mobile workforce, because it is our view that the most talented people will increasingly demand greater flexibility and mobility in the years ahead.
Trend to watch in the industry or in business?
Andy Penn from Telstra noted recently that customers no longer compare you to others in your industry, but to every service experience they have generally. We’re watching the habits of consumers changing, and it will be interesting to see the benefits of self-service offerings and hybrid models that combine AI and a traditional employee.
Favourite quote or words to live by?
Richard Branson said words to the effect, ‘Train people so they can leave, but treat them so they don’t want to’, and that really resonates with me.