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27 February 2017Book page
Conclusion
The customer centricity movement is big business. So much so that the Harvard Business Review devoted two recent editions to answering these headline question: 'What does your customer really want?’ (2016) and ‘How to win and keep customers’ (2017). The esteemed authors wrote about pricing, product/service quality, data, innovation, habits, prototyping and storytelling. Each of these is… -
27 February 2017Book page
Part B - Making a change
What can organisations do to become more (diversity) customer centric and thereby mitigate risks and magnify opportunities? It probably depends on where an organisation sits on a maturity scale, i.e. how mature are they already in adopting a customer centric mindsetand practices? Plus how mature are their diversity and inclusion employment practices? Human resources A mature organisation… -
27 February 2017Book page
Part A - Risks and Opportunities
Finding 1 - A threshold issue Understanding customers is now much more of a science than art. And it needs to be. Customers have become more sophisticated, more empowered and also more distrustful of institutions. Predictably, gaining insights into spending patterns, buying preferences and emerging trends, has become a billion dollar industry. The explicit focus on customer centricity … -
27 February 2017Book page
The big question
Could emerging insights about diverse employees apply to the world of customers? Could they help organisations to... Protect Differentiate Grow Retain existing customers in a chosen segment and increase advocacy by enhancing the customer experience? Access more customers in a chosen segment through positive brand differentiation? Identify new customers and business opportunities by… -
Sex Discrimination
27 February 2017SubmissionViolence against women in Australia (2017)
Violence against women in Australia AUSTRALIAN HUMAN RIGHTS COMMISSION SUBMISSION TO THE SPECIAL RAPPORTEUR ON VIOLENCE AGAINST WOMEN 20 January 2017 Download PDF Download Word Table of Contents 1 Introduction 2 Summary 3 Recommendations 4 Background information 5 Recent developments in Australia 5.1 National Plan to Reduce Violence Against Women and their Children 5.2 Relevant Federal… -
27 February 2017Book page
Findings at a glance
Finding 1 A threshold issue Ensuring all customers are treated with basic levels of respect and fairness is not viewed as high a strategic priority as expected. Only1 in 2 customers surveyed agreed that ensuring all customers are treated respectfully is a priority for organisations. Less than half of those surveyed (41%) believe that organisations treat customers respectfully, regardless of… -
27 February 2017Book page
Introduction
From the moment we wake up, until the moment we go to sleep, our daily lives are a kaleidoscope of customer interactions. As soon as we open our eyes, we see reminders of previous customer moments: the bedroom furniture we once chose, our clothes and our breakfast options. And as we open our front door, we step into a whole new set. We check our phones, we buy our coffee, we visit the gym,… -
27 February 2017Book page
Insights from across the hallway
Across the hallway from the Marketing Department, but seemingly a world away, Human Resource Officers have been asking almost parallel questions about employee experiences. Questions like: Is the organisation attracting the best employees? Who is staying and leaving and why? Who is getting ahead? Do employees speak positively about the organisation? But there is a critical difference. HR has… -
Rights and Freedoms
24 February 2017PublicationMissing out: The business case for customer diversity (2017)
The Australian Human Rights Commission is very pleased to launch Missing out: The business case for customer diversity in partnership with Deloitte Australia. -
Sex Discrimination
23 February 2017Publication
A Conversation in Gender Equality (2017)
In the second half of 2016, Federal Sex Discrimination Commissioner Kate Jenkins travelled to every state and territory to learn about Australia’s progress towards gender equality. -
Disability Rights
23 February 2017SpeechNational Disability Services NSW State Conference ‘Turning Plans into Outcomes’
I acknowledge the traditional custodians of the land on which we meet, the Gadigal people of the Eora Nation and pay my respect to their elders past and present. I also pay respect to Aboriginal people present here today. Anne Bryce – thank you for the introduction. NDS board members, NDS members, guests and friends. It’s a great pleasure to be here today to deliver the keynote address… -
Race Discrimination
21 February 2017SpeechFree Speech Inquiry - Opening Statement (2017)
Parliamentary Joint Committee on Human Rights - Inquiry into Freedom of Speech, Public hearing 17 February 2017 -
Asylum Seekers and Refugees
13 February 2017Opinion pieceProtecting refugees
As recent reports allege asylum seekers are being removed from Manus Island and returned to their place of origin, Commission President, Professor Gillian Triggs, reflects on the nation's responsibilities. -
Rights and Freedoms
13 February 2017Opinion piece
OPCAT could revolutionise Australia's treatment of detainees
The federal government has announced it will ratify and implement the OPCAT treaty . Few people will have heard of OPCAT (Optional Protocol to the Convention against Torture). It creates no new legal rights. Yet it could be the single most positive step this decade in improving conditions in all Australian places of detention. OPCAT will enhance how independent bodies inspect places of… -
Commission – General
9 February 2017WebpageJune Oscar AO - Aboriginal and Torres Strait Islander Social Justice Commissioner
June Oscar AO Aboriginal and Torres Strait Islander Social Justice Commissioner 2017 - 2024 June Oscar AO is a proud Bunuba woman from the remote town of Fitzroy Crossing in Western Australia’s Kimberley region. She is a strong advocate for Indigenous Australian languages, social justice, women’s issues, and has worked tirelessly to reduce Fetal Alcohol Spectrum Disorder (FASD). June has… -
Race Discrimination
7 February 2017Opinion piece
The AHRC and the Racial Discrimination Act: setting the record straight
Federal racial hatred legislation and the complaints-handling processes of the Australian Human Rights Commission (AHRC) are currently the subjects of an inquiry by the Parliamentary Joint Committee on Human Rights. The Committee’s ‘Freedom of speech in Australia’ inquiry, due to report by 28 February 2017, is giving particular attention to sections 18C and 18D of the Racial Discrimination… -
Legal
25 January 2017SubmissionInquiry into the Commonwealth Government’s Exposure Draft of the Marriage Amendment (Same-Sex Marriage) Bill
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24 January 2017Opinion piece
We need a national picture of domestic violence homicides
Authors Sex Discrimination Commissioner Kate Jenkins and President of the Australian Human Rights Commission Professor Gillian Triggs In March 2010, shortly after making the decision to leave her abusive husband after more than 20 years of violence, Zahra Abrahimzadeh was stabbed to death in front of 300 witnesses inside the Adelaide Convention Centre. Two years later, her husband was… -
Sex Discrimination
20 January 2017Publication
A National System for Domestic and Family Violence Death Review
This report identifies the steps needed to expand domestic and family death review mechanisms to all Australian jurisdictions and to ensure that recommendations made to Federal Government agencies in death review processes are actioned. Australian data on domestic and family violence death is limited. While a number of Australian entities collect data on homicide, there is no nation-wide… -
International
17 January 2017ProjectHRTC highlights newsletter - Jan 2017
Working internationally to advance human rights Welcome HRTC Highlights is a bi-annual newsletter that provides updates on Human Rights Technical Cooperation (HRTC) Programs and other international activities undertaken by the Australian Human Rights Commission. Contents Advancing DV crisis intervention Civil society development in China UNSW student interns focus on children’s rights in…