Do your people expect too much flexibility, or are you too rigid?

I recently attended a CX networking event – it’s always interesting to see what the latest thinking is and re-connect with your peers.  At the event, I met up with former colleague – we compared notes on our respective (conservative) industries, talking about the need for greater flexibility in how we support customers. As more… Continue reading Do your people expect too much flexibility, or are you too rigid?

What is Finland’s secret ingredient? – Sisu explained

Many years ago, I fell in love with a Finn. We moved in together, got cats, bought a home together and got married. Living with a Finn exposed me to many aspects of Finnish language, life and culture. Our home is full of Iittala, Marimekko and Artek. We enjoy enjoy eating “poro” and drinking lonkero.… Continue reading What is Finland’s secret ingredient? – Sisu explained

The role of allies in Diversity & Inclusion

I recently took part in an interview withJulia Streets and Andy Woodfield for Divercity Podcast, a series of podcasts focused on helping organisations and individuals drive change in the field of diversity and inclusion in financial services. The topic of conversation focused on the role of allies in diversity and inclusion.  As Co-chair of Mercer’s LGBTQ… Continue reading The role of allies in Diversity & Inclusion