Sound Choices

Neat open-plan offices, Flexi seating, cool-sounding meeting rooms and cubicles have given way to home chairs, dining tables and all the innovative ways people are trying to make workspaces in their own homes.

Impromptu spaces mean impromptu sounds. The sound of the children playing, cooking sounds and more. Sounds that distract but still essential to keep track off. You know them too.

Reduce sound distractions while working
Noise-cancelling headsets were once sold for enhancing the beauty of melody by removing distracting ambient noise. The use case for noise cancellation today is to strengthen the focus of work in offices or homes by reducing ambient sound. So maybe Microsoft was onto something when they launched their productivity-focused headphones in some markets. Most reviewers were quite unsure who the user might be. Similarly, the Transparency mode within AirPods Pro allows you to manage ambient sounds around you.

Not relaying background noise onto your meetings

All that is good when you are managing sounds around you while working, but most people would rather not relay the ambient noise of their environment into their digital meeting. So yes, the primary protocol is auto-mute and only switch on the mic when needed. But when you speak ambient noise will seep through. Zoom claims an auto reduction of ambient noise in this video. Others may have an option too. Krisp is a third-party app that is focused only on the task of ambient noise reduction. They have apps for Window, Mac and iOS.

You want to sound clear

One bought a laptop for their productivity value e.g. good for office productivity apps, creative and so on. As more people connect via video and audio, microphone and cam quality will be of interest to a lot of people. Podcasters and audio professionals invest in external microphones from companies such as Shure , Blue and Zoom plus Apple highlights their 16 inch MacBook Pro to have a studio-quality microphone experience.

The thing is you can tweak various audio settings on your current device. Not all of them offer the same set but still worth checking out. SoundSource is a little tool that helps manage sound quality on a per-application basis. This app is Mac only. It’s a small utility that I find to be very useful and worth a try.

Motivating music and sounds
There’s always a song that helps us soar, connect, empathise and more. Some of us do like music in the background while others prefer ambient sounds. You can always turn to the playlists in your collection or on YouTube. If you are curious about ambient sounds, you might want to explore apps like Brain , Noisli and Calm

For now, I am planning to make a few new playlists because I love playing music most of the time.

The Soundscape of the Team

Entertainment and retail centres have always depended on music to create an ambience. Offices too now have music playing in their lobbies and workspaces. So sonic branding is an increasing focus of the brand experience teams. With the recent work from home scenario, the music list of our workplaces has no digital equivalent. Perhaps there is an opportunity for HR teams to place productivity-enhancing or stress-reducing playlists in Teams and Slack.

Audio Dial-in To Your Web Meeting

This may be apparent to larger companies and people used to web conferencing. The recent work from home situation is new for a large number of people. They may be using tools like Zoom for now but are also faced with a critical issue and that is erratic connectivity.

If the internet connection is not stable for even one of your participants, the meeting is likely going to be sub optimal. I have been receiving some calls on this issue as well. The best way to mitigate this is to use a dial-in service. Some companies call it the Dial-in audio bridge. Most of the larger firms have this option

In recent times, everyone seems to have signed up for the free Zoom plan. This is a convenient and quick start. Zoom offers Toll free dialing or call me feature in their add on plans. You will need to upgrade to their Pro Plan at least. And then buy an add on for 100USD per month for Toll Free. The process is very simple. The pricing page is here .

Another option you have is to use Zoho Meeting. They have a paid plan that is much cheaper than some other options.  Plus you can buy the audio toll free option for Rs 11,520 for the entire year. It is much cheaper overall and priced in Indian currency .

There are audio bridge solutions by Tata Tele and Airtel and many others. It’s perhaps time for these companies to consider a new experience and online provisioning and signup.

Quick note – Do select a service that has a audio toll-free bridge in your country or region.

Work at Home and the Reality of Connectivity

Fibre connections that provide high-speed internet access are mostly available in large commercial districts. At the same time, residential zones in most cities have limited fibre availability or even adoption. Which is why at home people make do with 4G LTE variety of mobile connectivity. Many areas where people live also have inconsistent infrastructure and service resources.

Today, work from home is a necessity for the foreseeable future leading to reduced data requirements in offices and higher in homes. With more people at home right through the day, the nature of the service plan would likely need to change. The internet is needed for work, for school and for entertainment. Children now have online classes and multiple family members who would otherwise be in their office are now using home connectivity at the same time. People are also consuming more data just for streaming entertainment. Mostly extended higher quality streaming usage by more members of the family. Network pressure is such a significant challenge that several streaming providers have now been requested to downgrade the quality to SD level in India. Europe has made similar requests to these companies as well. 

All this means higher speed requirements and data utilisation in homes. Such an inversion of demand in network architecture is a challenge for network providers. Service quality departments make assumptions on number of users and relevant contention ratios. Those assumptions today are totally out of the window, requiring Telcos and network providers to address these significant configuration challenges. At the same time they cannot do much in the short term, some because of health and safety restrictions and others because of the nature of investments that need to be changed/modified. Hence,  given the nature of infrastructure deployment, even if the customer wants a higher speed connection, the service provider is unable to service it. 

There are other issues too. Can the family afford it? Alternatively, will the company pay for these costs at employee homes, or will the employee have to absorb them? Companies will need to figure out a way to rationalise these costs quickly. 

Managers today are probably grappling with these kinds of exigencies even while staying focused on delivering exceptional experiences for their customers. Just a few days ago, sending a 4k video to a colleague would be a no-brainer on the office network. Today though it means someone uploading it over maybe an 8mbps connection. Another colleague then downloads it and then after editing needs to upload it. So it is not just about using Teams, Zoom and other services. It’s more. How do managers operationalise it and what does it mean for timelines and commitments. 

You will need to make sure that your big meeting over Microsoft Teams (or any other platform) does not suffer from inconsistent connection. Patchy network situations means one would have to think about building redundancy in connectivity options for employees i.e. they have more than one connection to ensure continuous operations. 

Digital Whiteboards

Writing on the wall yet? For those of us who love whiteboards and markers to build ideas, plans and to connect the dots with colleagues, it must be a significant change to be working from home.

The absence of markers and the physical space of the meeting room makes for a distorting change in workflows. But the digital realm has some good options for you to explore.

Microsoft Whiteboard is available for users of Office365. You need corporate IT to activate it for you and your colleagues. There are apps for Windows and iOS. It is available in the browser. While it lets you draw free form, you can also add images and notes. The iPad app also features templates for Persona Builder, Problem Solving and together with Apple Pencil make for an efficient collaborative solution. More importantly, sharing your whiteboard within Microsoft Teams is just a matter of adding a tab.

If you and your colleagues work on strategy frameworks like Business Model Canvas or working on service blueprints and more, then you should look at Miro. You can choose from a lot of out of the box templates and invite your colleagues to work on the project dashboards. Or work on an empty canvas in a free form mode.

Written for Futurescape

Some Key Digital Safety Best Practices

The digital transformation of the home has taken an unexpected turn. Not smart speakers, gaming consoles and smart homes but people are also looking at new software, hardware for making the work from home environment more productive.

As you and your family sign up for new services, don’t lose track of some key digital safety best practices. Digital safety studies by us and a lot of others are highlighting key issues that people must address to keep their information and data safe.

If you have questions about the following

  • How to Create a Family Account
  • Using a Password Manager
  • Using Multi-Factor Authentication for Securing Accounts
  • Using VPN Services
  • Using Find My and other services
  • Enabling content and usage restrictions
  • and more

Then please do have a look at this resource we have compiled.

If you have questions, happy to answer

How to Access Your Desktop Computer from Home

Work from home is the pressing need of the moment. In the quest to contain the virus, people are being encouraged to stay at home. For people who have been using desktop computers in their offices, this is a challenge that needs quick resolution.

Business applications (e.g. Tally) that run on your office desktop or local network may not be available in a work-from-home scenario. Remote Desktops are a quick and easy way to access these applications. Some of your options are

  1. Microsoft Remote Desktop – Windows 10 Professional desktops can use the Remote Desktop option. On your home device (Mac, windows, Android or iOS), you can install the Remote Desktop app to access your office desktop computer.
  2. Chrome Remote Desktop – Using the Chrome browser and your google account to access office desktop from home is also another option. You have the option to download the Remote Desktop apps for various platforms as well.
  3. Azure Windows Virtual Desktop – While the above 2 instances may be quick and effortless, larger organisations may also want to evaluate this option.
  4. Amazon Workspaces – If you have an Amazon account, starting with this service is easy. It offers a desktop as a service approach. You choose the specifications and the pricing model. There are configurations for conventional productivity as well as graphics level performance. As above you have options to access this virtual desktop from any other device from home. Think of this as a device on your network and configure it with the security setup of your organisation.
  5. You also have Remote Desktop options like AnyDesk, Teamviewer and more.

Questions? Please let me know.

ESG and Apple Design

I’ve never bought an Apple device for their design. Over the years, the reason to buy were many, but more often than not, a functional need was addressed. It could have been the stability of the operating system, longer lasting devices or excellent service, devices that allowed for backup and more. In those decisions, I perhaps looked for peace of mind and continuity.

Yes, design matters and perhaps the lack of it would make for irrational choices in a modern digital environment. As a customer, I am more concerned about how it works than how it looks. There may be some for whom the look matters more, and that is fair enough. Mr Ive’s influence in Apple product design is well documented and that design philosophy has often been adapted by other companies. In a career spanning almost two decades, there would be successes and some weak points in the product too, and that is if you look at it at an individual’s level.

The complete product experience is a combination of many functions of a company working together. It’s the product, service, knowledgeable people that offer a customer the assurance to use or experiment with Apple products. So design and the related work have to be seen as an integrated effort of a company. Not just industrial design.

When it comes to design, one can read more articles about how Apple has lost its design mojo, and I often wonder about it too. Look at the recent announcement by Google about tablets. Think about the message to their customers who bought their stunning tablet just a few months ago. On the other hand, customers of the slightly older iPads will get  some enhancements to their experience. We have got to look at design leadership in the context of perseverance and constant improvements. Perhaps it becomes a systemic process and less individualistic.

Apple is traversing a journey from being a design powerhouse to being privacy by design powerhouse. Their recent announcements are more about how they are enabling some tools and processes towards privacy enhancements for their customers.

So their current offer is

  • Content and services like Music, News, iCloud, Games, Tv and others
  • Tools for the developer community that ensure the viability of significant reach across Apple’s multiple platforms
  • Consumer productivity devices like the iPad Pros’ and the Professional productivity devices leading with the stunning Mac Pro and others. I guess Apple has a future roadmap of devices that has Mr. Ive’s imprint for the foreseeable future.
  • In-device experiences in cars and smart homes. These are devices that are likely made by others but have software and technology experiences that have Apple solutions.
  • However, by far their most significant offer is privacy protections like virtual email ids, technology protections in their browsers and more

So in a sense, Apple experiences and their design will need to encompass not just industrial design leadership but also aspects such as assistants, machine learning, automation and development of new software-driven experiences. All while keeping the trust of their customers in terms of privacy promises.

Apple, or any other company, has to also contend with a new generation of devices. A generation of devices that do not just focus on minimalism but the more significant issue of the environment. Yes, there are recycling programmes but are they available everywhere. Apple has one device that is made with 100% recycled aluminium, but other devices would also need to be looked at more holistically. Think about the shift to low voltage devices. Perhaps they are already there in the immediate pipeline. So design and the business model needs to look at repairability on one side and recyclability and reuse on the other.

What does extending the life of products mean to the broader business model. Does it start with metallurgy, design or the business model of a company? I feel future customers of any company and society, in general, will study the design decisions in the context of the environmental stewardship of a company.

So the next experiences of Apple or any other company are going to have to factor in their environmental and social impact. It requires a team that works very differently with whole new skill sets as well. It does start with operations for now. 

There is a lot to get done before we start thinking of iconic designs. The language of technology and design stewardship needs an entirely different vocabulary and actions.

The Hotel Industry Needs to Change. Fast!

What’s a hotel anyway? Is it any more than a well done up shared space?

With new business models in place these days, the hotel you visited last time may have moved to a new brand license. So the Radisson becomes a Crowne Plaza, which in turn might be another brand from one of the big brand franchises.  There is an absolute lack of distinctiveness and the way the large aggregator networks seem to be operating; it seems we might have something akin to the economy class flying syndrome. Nothing distinctive, as rooms are fought or lost at a specific rate. The experience is then nothing to write home about.

While the hotel industry has seen significant changes, there is one thing that has not changed. It is the need to have a place to stay when visiting another city. In fact travel for work or leisure has only seen a significant upswing and most people book hotels either through the travel aggregator or some corporate desk. People also expect much more from their travel. Increasingly people are looking at alternatives that provide the uniqueness of the city in the staying experience as well. Think Airbnb kind of places.

So what does the hotel room offer? Choice of Pillows, silence, comfort at the upper end of the spectrum or a functional space that is mostly indistinguishable from the other. In-hotel entertainment has seen better days. It certainly needs to be reimagined for contemporary times.

The unique food of a city is best consumed in favourite places in the city. The hotel food is rarely that. It may be good quality, but unique it is not. Then there are the hotel shops. They look the same, the products are similar, and there is not much of service. Everyone has a bored look because there are hardly any walk-ins. I wonder how they make ends meet? When people travel, they want to experience the city, take back a bit of that city, and its experiences. Most hotels don’t seem to provide any of this.

So what is a modern day hotel then? A place with unique characteristics of the city that only the ultra-rich can afford or a place that reflects the rich culture of the city and connects to the more modern ethos?  


Is it a shared space which promises a particular safety in a new place? 

On the topic of shared spaces, there are shared spaces galore now. Shared working spaces are cropping up everywhere. They look as posh as the upmarket hotels and sometimes even have better food and entertainment. Coffee shops are shared spaces too. People talk, work and have fun. And the coffee tastes better and more often than not its priced at the same level.

Another shared space in a hotel is the ubiquitous business centre. I find it a bit anachronistic in these times. Most visitors have some computing device, and the need for a dedicated business centre with related hardware is somewhat limited. However, it is also a place, mostly tucked away, and I have rarely seen anyone inside. So I am sure the footfalls must also be reasonably limited. However, how can hotels, where so many people come to do business, have mostly empty business centres? Surely there is a need to reimagine what a business centre means to a hotel’s customers. 

In the mid-1990s a hotel in Delhi opened a cyber cafã complete with cutting edge hardware of the time, a unique ambience and an internet connection. It was at the lobby level and visible to all. It was quite a thrill as internet services had just started in the country, and this was indeed a statement of intent by the hotel. It caught the attention of the business traveller and created quite a buzz amongst the residents of the city.

Modern hotels need to think about their connection with the city. There are many hotels you pass by and know that you will never enter there. One reason is that you don’t need to stay there. However, every day, there are people in a city who will habitually go to some cafã and work from there. They will spend a long time there, maybe not the most comfortable of places but they go there. For the coffee, for the people to meet and work and have great conversations. Laptops, tablets and the familiar aroma of coffee. These cafãs have designed around this need with easily accessible power and workstation like common spaces.

Further coworking spaces are offering the kind of experience that hotel lobbies once did. The interesting term they use is not guests or tenents but members. It has implications in service and offers continuity that is beyond the transactional point system.

So, what more can be done?

People are writing, making videos and podcasts, designing products and so much more. Imagine a podcast recording in the hotel itself. Imagine a podcast for hotel guests. Would a 3D printer in the business centre offer people a different way to experience this innovative hotel? Alternatively, help the product designer working late in the night to test their hypothesis?

Most guests who stay there might not be averse to having next morning delivery from the stores in the hotel. Let’s say you need something before you fly out and you can’t go due to your schedule. Why not have unique pop-up stores that offer a flavour of the city. For other things, a kiosk-based system that allows you to order items mainly from the city and these are delivered by the logistics company the very next morning. Worth exploring?

Think about all the people who stay there, people in the loyalty programme of the chain, all the events that take place. People are there to work, to connect, to learn and to enjoy themselves. What is the real experience of these people in these objectives? Could these hotel chains benefit from a members only forum which is available when you are at a hotel? Can serendipity create unique hotel experiences?

Could the hotel come alive with augmented experiences of the city? In ways that help its staff talk about the places, people and food with these visual and sensory aids. 

Hotel relationship programmes are jaded.  They still offer room nights, points, food discounts and some entertainment. Yes, some will have better shows that can be termed exclusive, but most are the same. So, the jaded travellers seek out the new disruptors who might offer unusual places. I recently read that they are offering houses/stays with surprising twists like historical moments, genetics and more. So can a reimagined programme include coffee club memberships, hours at the business centre, internet access that works across multiple destinations, digital services that go beyond mobile app check-in and much more. The relationship programme would not just unlock services for the hotel but might become a place for customers to do business with each other. Think of it as the app store for the hotel chain. The programme would not be based on the surveillance kind of analytics but with privacy by design objectives. 

Finally, any hotel is part of the ecosystem of the city.  In a world with severe climate concerns and the growing water shortage, hotels need to rethink their pool strategy. No matter what you say, the water is coming from the local city reservoir. There is a big disconnect between a city starved for water and hotels with their vast pools meant for fun and frolic. Most hotel photos include a pool picture, and that is likely to change very shortly. Will these be replaced with eGames / holodeck experiences?

The hotel industry needs to change. Fast!

Move Fast. Fix Things

This post is about two lessons that I learnt fairly early in my career. They are part of the title.

Two decades ago, a prospective client spoke rather condescendingly at my suggestion to evaluate digital tools in some processes that we were discussing at the time. The research, he said, hadn’t identified the areas we were defining as possible problem areas in the process. To say he felt strongly for the study would be an understatement. He went on to describe how he and the company had spent almost two years on another product’s research. He insisted that this was vital in getting the name, messaging and other intonations right. He said this was done to ensure the product’s success in the market. Around the same time, we worked on another assignment with someone who was considered to be a very tough taskmaster. There were enough warnings, by others, to tell us that this may be a very tough project. My experience was delightful. It left a very vivid memory of what I learnt and also of the gentleman with whom we worked. He believed in the details as much as much as the big picture. His anecdotes, the walkarounds in the brand stores, focusing on the team while insisting on ensuring there was progress. Much later, I realised he practices what Tom Peters describes as MBWA, i.e. Managing by Wandering Around.

These days, it is unfathomable to take two years to finalise names and the related research around it. It probably was unthinkable back then too, and this person/company prioritised too much on what he called “˜the research’. It is telling that the company had to sell this brand and later got purchased by another company.

Why am I writing about all this? Well because of some recent interactions on what constitutes insights, intents and anecdotes. Plus, I came across this HBR article, and there were some twitter interactions on this link. Further, there is the task of building on intents and how they help to address the customer’s job-to-be-done.

So let’s start with a hypothesis. If a brand’s net promoter score is 20 and a statistically valid survey states that the experience is “˜somewhat better’ what would you do? Sit back or find things to improve? If the study has similar multiple-choice questions that address aspects of brand perception, will you find the insights to move or fix things? Does it give you strategic or tactical ideas on the direction to be taken if the survey mostly reiterates that things are somewhat better?

There is a perception that this is an Armageddon kind of a situation for retail. I tend to disagree strongly. The HBR article also suggests talking to customers and moving fast. It is imperative for any retail company not to spend time looking over their shoulder. Instead, get a mindset to think outside-in and move. Most organisations get various kinds of reports and insights but rarely do you see them being put to use to solve problems that a customer faces. An insights platform that integrates processes and highlights what may be an emerging customer experience issue. From an insights perspective, here is a starting point

  • What are they searching on your website/app/bot
  • Is there a method to tap questions being asked by customers in your stores/social platforms
  • What are the searches that led people to your site
  • What are they mystery visit feedback and reports telling you
  • What are you finding in your internal process reviews
  • Have you implemented heatmaps and what can we can infer from this

Is there a complete and integrated diagnostic of the above and mapped to opportunities in your journey map? If you pick up some of the intents and recreate the customer journey in the store and then connect what the team is selling. Bring the power of text mining to find compelling insights that are actionable. Some organisations have started to work on connections as described above, but there are others who have not actively considered this for a large number of reasons. My question for the non-believers is, Do you need the help of an occasional multiple options questionnaire to find ways to improve your customers’ experience?

I will close this note by again quoting Tom Peters, and he says WTTMSW. It means Whoever Tries The Most Stuff Wins. The competition certainly seems to be moving fast.

Retail is here to stay. Experience Needs Imagination

A social media update announcing the coming retail apocalypse is now a routine occurrence. News articles about this issue are relatively common as well. The impression created is that new players hungrier for success are stomping all over brick and mortar. At the same, these new companies are not just online but are also opening stores and designing unique data-driven experiences. 

If done thoughtfully, automated services and bots can be a nice convenience. People want to have a more straightforward experience. Besides, there is enough to show that people like to socialise. We crave company and connections. For a long time, it was convenient to go to malls and traditional stores. These places provided the convenience of everything under one roof. You could also spend time with family, friends and celebrate occasions. Technology has upended this equation a bit. It is somewhat more convenient to order or manage requirements via websites, voice assistants, apps and bot. The robot hotel did end up creating vast amounts of work for the few humans that were part of the project. 

Retailers, however, need to rethink the offer and experience. Traditional thinking about space optimisation needs to be reinvigorated, and customer journeys need to redesign. I am very optimistic about the changes taking place. New retail requires fresh imagination, and it can be exciting to imagine and implement this brave new future.  Store formats and services will go through a transformation primarily driven by the question, what can the store do more? A new connected customer experience that builds on a data-rich environment but brings the core values of human empathy in service delivery. 

No matter where this retail leapfrog takes us, some fundamental principles need to be kept in mind. 

Focus on first-time customers: 

India is growing fast and not a saturated market like many others. There is an opportunity in the smaller retail formats as well as larger ones. Rather than look over the shoulder and worry about competition, there is an opportunity to redesign the experience for all. Maybe there is something to be learnt from another sector like software companies. They have a term called on-boarding. Rather than sending promotional or sales offers, how can we think about re-designing the experience of our first-time customers? Many of whom may be experiencing the category in a completely different way. 

Integrated customer experiences: 

Ok, let’s get the omnichannel word out of the way then. It seems to be the panacea for all the ills of modern retail. Much of the writing related to omnichannel is confusing. What about the leadership in retail then? Are they clear about the benefits of omnichannel?  Not all organisations are ready to implement it for varying reasons. It is, however, looking at the business model from a technology point of view and it seems to lose track of the actual needs of the customer. 

Companies have viewed the social channel as a way to promote and for customers as a way to highlight service gaps. The service equation needs redefinition.  Emphasis on process enhancements could be brought about if the stores, social channels, apps could offer relevant services that matter to the customer. The key focus needs to be on the customer journey and pertinent aspects across touchpoints. How can integration of search, purchase and service across these multifaceted brand outposts drive value and convenience for the customer? 

Data defines the experience:

Adding technology does not mean a business is making adequate use of the data. All too often data exists in a silo;  achieving whatever the company may be trying to track. Unlike the traditional retail businesses, the online retailer is probably generating far more data and is also using it more effectively. Moreover, I think it is the pace of data generation and subsequent utilisation that needs attention. Traditional dashboards do not quite cut it. Is it just better algorithms or a better culture of data utilisation? Could be both?

We have got to look beyond basic transactional analytics. Gone are the days when CRM meant sending emails and old style loyalty programme statements. CRM also does not mean third-party sourcing of data via dubious service providers to enhance existing transactional data.  Due to concerns about data protection, privacy laws and even security issues, organisations need to be mindful of not being blindsided by weak data governance. 

The opportunity offered today is to connect the data that would otherwise exist in silos. Making it count means offering customers something that is timely, relevant and convenient. What can be done to create a perpetual and actionable insights platform and not just social media command centres of the not so distant past? 

Moreover, let’s not lose track of the retail team 

Working in retail can be very demanding with pressure to offer excellent service even going beyond the call of duty. However, with almost gig economy like business models where a person belongs to a staffing service provider how motivated can this person be to go above and beyond. Then there is the distance between the employee and the leadership of the retail brand, going through the matrix organisation and so on. It can be tough! Companies have sought to address these existential threats by increasing automation to reduce attrition and more. 

So this surprises me. Will automation improve convenience or will it enhance the experience that you remember? So the charter for the new retail has to be about how people can help create moments that leave lasting impressions. There is then a need to think about the customer journey, and it’s touchpoints and the employee journey concurrently. It is not enough to offer standard learning modules. Learning then has to be based on insights we have on customer intents. Ideas that were designed earlier to improve offer or optimise the website, need to be brought into  learning for improvement. Not on a post facto basis but at a pace benefiting the promise the brand makes to a customer. Connected customers in a new connected store, need employee connection in  detail as well. Microlearning, augmented learning experiences, constant skill enhancement has to be a consistent part of the journey. 

Data is going to play a critical role in building the employee experience. Not just the basic data of who sold more and if they have been trained in the necessary modules. Instead, analysing team performance much as we see in sports. Where every single ball bowled or played, free kick taken or goal scoring movements are mapped and discussed. Learning and Development needs to be a mentor with multiple feedback systems to help improve the performance of each. We need to think of people as assets, not some number on excel sheet to be “˜optimised’ or automated away.

People will continue to form the basis of a high-performance retail experience.