Great article on customer service trends for 2015

http://ibmsocialbiz.tumblr.com/post/106518349278/five-trends-shaping-the-future-of-customer-service

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Great article on customer service trends of 2015.

Five Trends Shaping The Future Of Customer Service In 2015
Blake Morgan, forbes.com

In the future customer service will become increasingly savvy about how to deal with issues early on, even preventing them. Mobile technology, sensors and voice recognition will allow companies to communicate with the customer and add value in new…

Critical skills needed for finance to cut through complexity

Some interesting insight into the changing role of the finance professional. From communication to influencing, a management accountant’s role is more than just crunching the numbers!

http://www.cgma.org/magazine/news/pages/201410285.aspx

“The expansion of finance professionals’ roles in an increasingly complex business environment has created the need for more skills development.”

Managing Change Successfully

We all know change is an integral part of life and the business world. It’s the ability to adapt to change that set successful businesses apart from the rest. Look no further than BlackBerry’s $900m second quarter loss and subsequent restructure to see this case in point.

Here are two models that are frequently used to understand organisational change.

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