Search results for ""kogan page""

Data-gathering technology is more sophisticated than ever, as are the ethical standards for using this data. This second edition shows how to navigate this complex environment. Data Ethics provides a practical framework for the implementation of ethical principles into information management systems. It shows how to assess the types of ethical dilemmas organizations might face as they become more data-driven. This fully updated edition includes guidance on sustainability and environmental management and on how ethical frameworks can be standardized across cultures that have conflicting values. There is also discussion of data colonialism, the challenge of ethical trade-offs with ad-tech and analytics such as Covid-19 tracking systems and case studies on Smart Cities and Demings Principles. As the pace of developments in data-processing technology continues to increase, it is vital to capitalize on the opportunities this affords while ensuring that ethical standards and ideals are not compromised. Written by internationally regarded experts in the field, Data Ethics is the essential guide for students and practitioners to optimizing ethical data standards in organizations.

Read more less

Whether you're an aspiring manager, in middle management or a global executive, gain the skills, insights and confidence you need to become a world-class manager. Over 77% of organizations believe that effective leadership is lacking in the modern workforce. That leaves a huge opportunity for success for anyone who develops their skills to become a world-class manager. This ground-breaking book uncovers the secrets of success through key insights across all sectors and all disciplines of business, from time management and meetings to developing strategies and building a team. As a globally renowned leadership expert, Wayne Clarke brings his wealth of expertise to this book, distilling the key insights and skills from his globally bestselling course. Supported by a range of diverse case studies, How to Become a World-Class Manager will equip you with the skills and insights you need to take your career to new heights and reach the higher echelons of management.

Read more less

How can individual marketers and their teams navigate the complex issues that seem to overwhelm the digital advertising industry today? They can learn about the metrics worth using, the importance of measurement and the technology available. With contradictory rules surrounding data privacy, measurement constraints, changes to supply chains and other complexities often too difficult to approach, the world of marketing is more complex than ever before. A Marketer's Guide to Digital Advertising helps marketers navigate the complicated world of digital advertising by diving into the metrics, money and technology fueling the marketing industry. Digital advertising consultants Shailin Dhar and Scott Thomson outline the forces shaping the current digital landscape and the common responses from advertisers trying to design their digital strategy. Walking readers through the common missteps made within digital advertising, they provide useful insight into measurement and thoughtful alternatives to practices often found lower on a company's priorities list. A Marketer's Guide to Digital Advertising offers ways to minimize waste and improve outcomes for brands and their business partners. The book illuminates the gap between in-house marketing teams, agency professionals and tech partners whilst helping readers make sense of the way money flows through the global ad industry.

Read more less

Deepen your understanding of how to adapt to international travellers' different needs and backgrounds. Harness the burgeoning levels of tourism and learn everything you need to engage travellers with your business and spending money. The modern traveller is complex, even more so in a post-pandemic world. International consumers are in search of memorable experiences that make them feel special and, ideally, share those experiences with others and bring those feelings home with them. While wanting to be more adventurous, they also want to make their trip safe and special while minimizing their impact on the environment. Leading Travel and Tourism Retail is an invaluable guide for any professional involved in the world of retail, including consumer brands, retailers, hospitality, landlords, politicians, airports, transportation and technology groups. Engaging and accessible, this book covers everything from assessing the competitive market situation to product adaptation, ESG, human talent management, accessing funding, political considerations, and the role of technology and data. It offers a unique glimpse behind the inner workings of some of the best-known brands in the world across airports, shopping malls, and city centre locations. Delivering invaluable insight through fascinating interviews from high-profile leaders, including the President of LVMH Retail Asia, the CEO of Harrods, the President of CHANEL Perfumes & Cosmetics worldwide, this is a must-have book for those who want to drive profits. LIST OF INTERVIEWS Sir Tony Blair, former British Prime Minister, UK Pierre-Hugues Schmit, Chief Commercial & Operations Officer at Vinci Airports Group, France Ravi Thakran, Group Chairman of LVMH Asia, Singapore Michael Ward, Managing Director of Harrods, UK Jacques Stern, CEO of Global Blue, Switzerland Vasiliki Petrou, CEO of Unilever Prestige, UK Andrea d'Avack, President of the CHANEL Foundation, France Pallak Seth, CEO of PDS Apparel Manufacturing, India Louis de Bourgoing, International Chairman of WHSmith, UK Jose-Antonio Lasanta, CEO of Prosegur Cash, Spain Dan Cockerell, former Vice President of Disney's Magic Kingdom, USA Tine Arentsen Willumsen, CEO of Above & Beyond Group, Founder of The Diversity Council, Denmark Paul Samuels, Executive Vice President of AEG Entertainment Group, UK Hugo Brady, Vice President of AEG Entertainment Group, UK Malik Fernando, Director of Dilmah Tea, MJF Hotels and Holdings, Sri Lanka Jonathan Chippindale, CEO of Holition Technologies, UK Ben Zifkin, President of Hubba, Canada Desirée Bollier, Chair and Chief Merchant of Value Retail, UK Stewart Wingate, CEO of London Gatwick Airport, UK Craig Robins, Founder and Owner of Miami Design District Development, USA Taylor Safford, President and CEO of Pier 39, San Francisco, USA Frances O'Grady, Secretary General of the Trades Union Congress, UK Christine Comaford, business and leadership coach Baroness Nicky Morgan former Secretary of State for Digital, Culture, Media, and Sport, UK Professor Ian Woodward at INSEAD, Singapore Professor Steve Jarding, Harvard University, USA Lesley Batchelor OBE, Director General of The Institute for Export & International Trade, UK Jason Holt, Chair of the Apprenticeship Ambassador Network, Chairman of Holts Group, UK Julia Simpson, President & CEO of World Travel & Tourism Council (WTTC)

Read more less

With Big Tech's breakthrough into finance with blockchain, it is imperative that finance players understand the ramifications and how they can defend their competitive advantage. Big Tech in Finance provides a cutting edge look at Big Tech's play for domination of the crypto economy, its ramifications and how finance is fighting back. The book analyses the motives behind Big Tech's break into banking and unpicks the strategies behind the use of blockchain, technology interfaces, infrastructure and investments into blockchain unicorns. The book then goes onto review how organizations in finance are countering these threats, with governments and banks driving their own strategies and use of centralized blockchains. Delving into the fight between Big Tech, Big Banking, start-ups, and regulators, Big Tech in Finance analyzes which actors have the best shot at succeeding. It explores the key tools in play, such as smart contracts, digital central bank currencies, decentralized autonomous organizations (DAOs) and the metaverse. The book also divulges the geopolitical dimensions underpinning the power struggle and its implications for the industry. Written by an internationally recognized expert on blockchain, the book draws on in-depth interviews with founders, investors, regulators, bankers and blockchain experts to provide valuable insider insights. This will be an essential read for finance and fintech professionals, bankers and investors and anyone else interested in the developments of fintech.

Read more less

Learn how to create effective digital marketing campaigns, analyze competitor behaviour and conduct digital marketing in a responsible and accountable way with this real-life focussed and streamlined textbook. Digital Marketing in Practice balances step-by-step practical coverage with academic theoretical context throughout to offer a definitive and easy-to-understand resource. Exploring key definitions and best-practice for tools, channels and platforms including SEO, social media marketing, email marketing and online advertising, it shows how to create plans and set objectives, design digital marketing campaigns and evaluate their success for improvement. Digital Marketing in Practice also describes how to incorporate accountability, inclusivity and meaningful sustainability messaging. Featuring interviews with industry professionals and case study examples from a range of brands including Nielsen and the Met Office, it also contains how-to guides, check lists and critical thought pieces. Supported by online resources consisting of lecture slides, self-test questions, group activities, worksheets, additional interactive case studies and further resource links, it is an indispensable text to equip students with the tools to develop and implement successful digital marketing.

Read more less

Designing and implementing an exceptional employee experience strategy is crucial for business success. From a leading figure in the EX field, this book provides everything needed to succeed. Employee Experience Strategy explains how to assess the needs of the organization and its employees, define and build an effective employee experience (EX) strategy and embed it successfully in the business. There is also guidance on how to get stakeholder buy-in from the rest of the business, and make sure that the EX strategy works for remote, hybrid and in-person working. It also covers how to overcome common challenges and measure the ROI of the strategy. Most importantly, this book shows how to ensure that the EX strategy delivers on the financial and performance goals of the business. This book is underpinned by primary data, research and global case studies from organizations including L'Oréal, Sanofi, and Unilever. There are also practical examples throughout and interviews with leading figures who have successfully implemented a robust employee experience strategy. Written by Ben Whitter who was recognized by Thinkers50 in 2021 specifically for his work in employee experience, this is an essential book for all senior talent professionals needing to build, embed and sustain an effective EX strategy.

Read more less

Buying a table tennis table will make your staff happier. Working eight hours a day, five days a week, will result in the most productivity. Paying higher salaries will always result in higher motivation. But will it really? There are a staggering number of myths, stereotypes and out-of-date rules that abound in the workplace. This can make it feel impossible to truly know how to get the most out of your career, your team and your company. In Myths of Work, Ian MacRae take an entertaining and evidence-based look at the most pervasive myths about our working lives, from the serious to the ridiculous, to give you the insight you need to become a better manager in the modern workplace. Fascinating real life case studies from organizations around the world display the myths (and how to overcome them) in practice. Myths of Work combines business thinking with psychology to give you practical insights, a lively writing style and a handy dip-in-and-out structure to form your ultimate guide to becoming a better and enlightened manager. About the Business Myths series... The Business Myths series tackles the falsehoods that pervade the business world. From leadership and management to social media and the workplace, these accessible books overturn out-of-date assumptions, skewer stereotypes and put oft-repeated slogans to the myth-busting test. Both entertaining and rigorously researched, these books will equip you with the insight and no-nonsense wisdom you need to succeed.

Read more less

The Deal Paradox explores what successful dealmaking looks like in the age of digital transformation, drawing on interviews with top dealmakers and M&A experts sharing their stories, triumphs, and challenges. Taking a dynamic storytelling approach, The Deal Paradox navigates the transition from traditional and ingrained methods to new techniques, showing how AI, big data, and machine learning can be used to generate new opportunities and enable diversity. It walks through the attributes and skills needed in this new landscape and how M&A professionals can build them into their approach, from finding and executing deals to making sure they deliver the desired outcomes. The Deal Paradox draws on 60 years' combined experience of cutting-edge deal making, built on landmark deals ranging from Morgan Stanley's IPO at the height of the 1980s banking boom and Kraft's takeover of Cadbury to key tech deals including the £1bn sale of financial data intelligence company Acuris to ION. Chapters are richly illustrated throughout with real-world examples featuring organizations such as Apple, Google, BP and SoftBank Vision Fund.

Read more less

Burnout is a state of emotional, physical and mental exhaustion. In the workforce, it leads to higher levels of stress, greater sickness absence, sluggish productivity and increased staff turnover so addressing this is urgent. Managing Employee Burnout covers everything from what burnout is, what causes it and what different forms it can take. It also explores the role of the organization in employee burnout and includes specific guidance on how to manage burnout in remote and hybrid working environments and why dispersed teams may be more susceptible to burnout. Full of actionable advice and real world examples, this book demonstrates what strategies to put in place to safeguard staff retention and productivity from burnout as well as how to promote awareness and emotional intelligence in the business. This book also explains why effective company culture, communication, leadership and an inclusive talent strategy are key to building a healthy, engaged and sustainable workforce. There is also coverage of how to improve employees' mental health and discussion of the importance of taking a break and how to establish healthy boundaries. Managing Employee Burnout is crucial reading for all HR professionals and all those responsible for talent management who are looking to ensure a healthy, happy and productive workforce.

Read more less

Not every problem has an obvious solution. Utilize the power of lateral thinking to think imaginatively and creatively to tackle everyday problems in a new, fresh way. Lateral thinking is about re-thinking your approach to problem solving and using an indirect method to come up with innovative results. But how easy is it to do it? In Lateral Thinking for Every Day, acclaimed writer Paul Sloane clearly explains how you can benefit from using a lateral thinking approach. Using inspiring examples from great lateral thinkers including Lady Gaga, Elon Musk and Tim Berners-Lee, this collection of practical tips, techniques, examples and challenges is guaranteed to help you deploy powerful reasoning techniques, become more persuasive and convincing and to come up with fresh solutions to creative challenges.

Read more less

You don't have to be a change manager to be managing change. Written for managers, HR and OD professionals, this practical guide tells you everything you need to know to support effective business transformation. Managing Change in Organizations provides practical tips and examples on how to manage the people side of change as well as advice on how to engage staff and support them during times of business flux and uncertainty. There is also expert advice on how to ensure that all change activity in the company is aligned with the overall business goals whether this affects people, practices or processes. There is also expert guidance for HR, OD and management professionals on how to manage staff expectations, communicate change effectively and prioritize wellbeing during times of change. It includes practical tools which explain how to develop everyday activities to support the workforce through noticing, checking-in and navigating. Informed by the author's experience with both public and private sector organizations. This book is crucial reading for all HR and OD professionals as well as line managers needing to manage change in their organizations.

Read more less

Understand how to reach and engage with the modern buyer using this bestseller. Social Selling outlines how to implement a social selling strategy and drive revenue, competitive advantage and market share through social networks. Social Selling is a practical, step-by-step blueprint on how to create digital communities and build and turn relationships into sales online. Featuring checklists, tips and examples providing practical guidance, it covers important subjects such as how to network purposely and build social media trust in a mistrustful time and how to develop real influence and authority in your subject area. Now newly revised, the second edition of Social Selling captures the latest changes and developments in the industry. It will be accompanied by a new introductory chapter, two new chapters on defining digital businesses and the future of sales and marketing, alongside new case studies by leading industry experts. Written by a thought-leader and renowned practitioner in social selling, Timothy Hughes, this book is essential reading for sales professionals, digital sales directors and social media executives who want to embrace the power of social selling in their organization.

Read more less

WINNER: 2023 American Marketing Association Foundation Leonard L. Berry Marketing Book Award WINNER: National Indie Excellence Awards 2023 - Marketing & Public Relations WINNER: Readers' Favorite Book Awards 2023 - Gold Medal in Non-Fiction - Marketing WINNER: NYC Big Book Award 2023 - Marketing & Public Relations FINALIST: Next Generation Indie Book Awards 2023 - Business FINALIST: American Book Fest Best Book Award 2023 - Marketing & Advertising SHORTLISTED: Business Book Awards 2023 - Smart Thinking Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behavior and instinctive responses. Using Behavioral Science in Marketing shows how to apply behavioral science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. Highly practical and accessible, it includes case studies and examples from AT&T, Apple, Spotify and The Wall Street Journal showing how these approaches have been used in practice. Using Behavioral Science in Marketing also reveals how to increase consumer involvement and engagement, convey exclusivity and desirability, and prompt customer action and loyalty with scientifically proven principles such as autonomy bias, storytelling, and the Von Restorff effect. Featuring common mistakes to avoid and key takeaways at the end of each chapter, it's also accompanied by downloadable checklists and an interactive template to use in practice. In a highly competitive space, where even an incremental advantage can result in significant uplifts, this is a crucial resource to create stand out and successful marketing-especially for marketers in highly regulated or highly competitive environments.

Read more less

Learn what makes a luxury brand, how to successfully market them in a changing global context and what opportunities sustainable luxury and the latest technological developments present. Managing Luxury Brands offers comprehensive coverage of key and cutting-edge topics in luxury brand management. Examining the socio-cultural contexts of luxury and the ways in which prestige brands create meaning, it presents a framework for understanding, analysing and developing a modern luxury brand. Unlike many other texts, it also explores the environmental and social impact of luxury, sustainable luxury and the opportunities of new technological innovations including the metaverse, artificial intelligence and non-fungible tokens (NFTs). With case studies and examples from a range of brands including Ferrari, Balenciaga and Shang Xia, Managing Luxury Brands brings together insights from leading academics in the field from across the globe who draw on extensive consulting and industry experience. Supported by a range of features which include learning objectives, discussion questions and chapter summaries, accompanying online resources consist of lecture slides for each chapter. This textbook is an invaluable resource for any student studying luxury brand management.

Read more less

Successful Time Management is packed with proven tips, tools and techniques to help you review and assess your time management and adopt new work practices to improve it. This book includes great time-saving ideas, practical solutions and checklists, plus advice on: controlling paperwork, organizing your emails, delegating and working with others, prioritizing to focus on key issues, getting and staying organized. This fully updated 6th edition features even more practical exercises, useful templates and top tips to help you minimize time-wasting and interruptions, and focus on the priorities that will lead to success in your job and career. Successful Time Management will give you the tools to become more efficient and effective. The Creating Success series of books... Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.

Read more less

Better communication skills will have a direct impact on your career development. Improve Your Communication Skills is your practical guide to effective communication in business. This fully updated 6th edition now features a handy self-assessment tool to help you profile your own preferred communication style, even more practical exercises, useful checklists and top tips, as well as content on influencing others and managing difficult conversations. This book provides vital guidance on improving your conversations, building rapport, giving effective presentations, writing excellent reports and networking successfully. With the help of Improve Your Communication Skills, you will be able to get your message across - every time. The Creating Success series of books... Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.

Read more less

If you are starting or selling your own business, or wanting to expand your company, business plans are essential. Get expert guidance on how to make an impact with your business plan and successfully communicate your strategic vision. Whether it is to raise finance, sell a business or develop a specific project, this is your one-stop guide to producing the most professional and convincing business plan for a new venture. This 7th edition now features even more practical exercises, useful templates and top tips to help you write a comprehensive and compelling plan, as well as content on digital developments such as crowdfunding, online retailing and digital marketing. The Creating Success series of books... Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.

Read more less

Social media, when deployed strategically and effectively in B2B channels, offers a uniquely personal long-term networking opportunity for sales teams and business professionals. For many, this has supercharged their sales performance, with empowered teams, faster results, and higher revenues. For others, the challenges of navigating social channels for business can be daunting. Concerns over social media confidence, personal and professional conflicts of interest, and a loss of management control can lead to a lack of action or ineffective modes of engagement. B2B Social Selling Strategy provides a clear framework for identifying the right social channels, connecting with potential and existing customers and measuring success against objectives and KPIs. Featuring original research, case studies and interviews with industry professionals, the book also shows how to generate content to attract attention and gain trust, work with B2B influencers and create a social selling culture. Exploring how to build your personal brand in synergy with your business and integrate social selling with other sales and marketing channels, it is supported by online interactive tools and templates to be used to create and execute your own social selling strategy. Written by a recognized social media expert, B2B Social Selling Strategy is an indispensable guide for B2B sales, marketing and social media professionals.

Read more less

Use this brand-new textbook written to support the Level 3 CIPD Certificate in People Practice to succeed in your studies and launch your career as a people professional. Structured around the core knowledge and behaviours needed for the Level 3 CIPD qualification, People Practice provides a thorough understanding of the theory and practice of the key areas of the people profession. This includes business, culture and change in context, workforce analytics and the necessary skills and knowledge for people professionals. This book covers everything from understanding how external factors impact organizational goals, how to develop professional courage and build ethical and inclusive practices through to recruitment, performance, reward and supporting others. Written by the team who developed the new CIPD Level 3 qualification, this book will ensure that students learn both the theory and practice necessary for their academic studies and their future careers. Full of case studies, exercises, key definition boxes and reflective questions, this book will allow students to test their understanding, see how the theory applies in the workplace and develop their critical thinking skills. Further reading suggestions in each chapter encourage a wide and broad engagement with the subject. Online resources include PowerPoint slides, a lecturer's manual and multiple choice questions for students.

Read more less

Don't let a psychometric test - or your nerves - stand between you and your dream job. Many interviews and assessment centres include psychometric testing as part of the hiring process, and fears about tests are all too common and undermine confidence and performance on the day. But practice makes perfect - and with over 1,000 exercises from all the major types of test, Ultimate Psychometric Tests is the ideal tool to help you get to grips with: -verbal and numerical reasoning -personality questionnaires -non-verbal and diagrammatic reasoning -spatial recognition and visual estimation -situational awareness -quantities and conversion tests With each test supported by detailed answers and explanations, Ultimate Psychometric Tests will boost your confidence and your performance on the day, to help you land your next dream job. About the Ultimate series... The Ultimate series contains practical advice on essential job search skills to give you the best chance of getting the job you want. Taking you all the way from starting your job search to completing an interview, it includes guidance on CV or resume and cover letter writing, practice questions for passing aptitude, psychometric and IQ tests, and reliable advice for interviewing.

Read more less

Marketing and sales prioritize AI and machine learning more than any other business department, yet often struggle with how to scale and strategize the opportunities they present. AI Strategy for Sales and Marketing presents a framework for understanding how AI can boost customer-centricity and sales by creating a connected strategy that delivers value today and into the future. Supported by practical tips and advice throughout, it covers topics including personalization, upskilling, customer experience for both on and offline shopping channels and the importance of using AI responsibly to create consumer trust. Featuring original research and interviews with leading practitioners, it also contains global case studies from organizations in a range of sectors, including Samsung, PwC, Rolls Royce, Deloitte and Hilton, with insights into the various stages of their adoption journeys. Written by a recognized industry expert, it is an invaluable resource for those wanting to benefit from using AI strategically in marketing, sales and CX.

Read more less

Disruption is back with a vengeance. If ever there was a time to learn how to adapt, grab opportunities and bounce back - it's now. Learn how to keep your business relevant, meet new customer expectations and leverage technology. Bestselling author and business influencer Tom Goodwin is back with this entirely revised new edition of Digital Darwinism. This book guides you through the unrelenting pace of change and uncertainty facing business leaders today. Currently in a hybrid world where digital and real-world experiences collide and are expected to seamlessly blend into one another, never has the need to be on top of your digital transformation been felt more strongly. With new expectations from customers and employees alike, how will your business grow and survive the future? Learn how to become truly customer-centric, drive digital transformation through a culture of real innovation and challenge assumptions of how things have been done before. The survival of your business depends on it.

Read more less

How can I develop an effective workplace learning culture to drive employee and business success? This new edition of Workplace Learning provides the knowledge and tools to create an outstanding learning culture in the new world of work. It's no longer enough for Learning and Development professionals to only offer a catalogue of workplace learning courses: competing effectively in today's business environment requires organizations and their employees to adapt and learn daily. Providing an evidence-based model for identifying key areas of focus and measuring success, Workplace Learning is a practical guide that shows how to build and embed a culture that continuously encourages and engages employees in learning and achieve business success. The updated second edition features new material on organizational and self-determined learning, and case studies from Microsoft, Novartis and PwC. Packed with practical suggestions, tools and tips, Workplace Learning is an essential resource for establishing an outstanding continuous learning culture in all parts of the organization.

Read more less

Want to start investing your money wisely but not sure how? This book is for you. Get to grips with everything you need to know about the investment and financial markets with this practical guide. In today's economy it is clear to see how everyday politics and global events can have a lasting impact on your pension, savings and investments, but you don't have to feel powerless when it comes to safeguarding your future. Now more than ever, it is vital to understand how the markets work and what you can do to maintain financial security. This book gives concise and practical information which will help you understand how the stock market works, breaking down complex jargon to simple explanations. Fully updated for this seventh edition, How the Stock Market Works provides you with the tools needed to understand investing in the light of major events such as the UK's exit from the EU. Chapters cover the basics from explanations of shares, bonds and gilts and range to where to find help and advice when needed. With guidance on how to be a responsible shareholder and information on the taxation regime, this established guide will help you take control of your finances.

Read more less

Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver. However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.

Read more less

Logistics and supply chain management is at the heart of almost every organization globally, as such, developing a well-rounded understanding of these areas has never been more important. Learn from leading sector specialists about key topics, such as supply chain leadership, resilience, technology, design, and more with this guide. Global Logistics is the comprehensive guide to understanding the international and complex landscape of modern logistics and supply chain management. The book features expertise from over 30 contributors including leading academics, such as Martin Christopher, Alan McKinnon and Steve New, and experienced consultants to leading firms, such as Alan Braithwaite and Patrick Daly. A global approach has been taken, with input from over a dozen countries, and state-of-the-art research is situated alongside expert practical guidance. Covering a range of topics from supply chain strategy, risk management and sourcing to relationship management, resilience and ethics, Global Logistics is essential for those studying or working in logistics and supply chain. Now in its 8th edition, Global Logistics is fully revised and restructured. Readers will learn how to improve logistics, supply chain management and operational effectiveness as well as how to navigate global supply chains, ensure sustainability and engineer for the future. This new edition also covers: - the impact of leadership and talent management in logistics - how to maximize the potential of technology, industry 4.0 and digitalization - the ways in which different types of performance can be measured and optimized

Read more less

E-Logistics serves as the nerve system for the whole supply chain and enables smooth information flow within and between organizations. This new and updated edition provides the latest and most comprehensive coverage on digitalization in logistics and supply chain. It covers all transport modes and the role of ICT in supporting an integrated freight and supply chain network. E-Logistics provides a cross-academic and industry perspective with leading academics and practitioners as contributing authors. A variety of successful e-logistics business approaches are discussed covering a range of commercial sectors and transport modes. Subsequent chapters address in depth support systems for B2C and B2B e-commerce and e-fulfilment, warehouse management, RFID, electronic marketplaces, global supply network visibility and service chain automation. Industry case studies are used to support the discussion. The new edition also covers emerging technologies such as AI, machine learning and autonomous vehicles, Internet of Things, Robotics, drone and last mile deliveries.

Read more less

Retailers are being advised to review their supply chains in a bid to accelerate their speed to market. Fashion Logistics assesses the growth and changes in the industry as well as the drivers of change in the market. Supply chain networks and operations play an integral role in distributing product across the retail industry and significant changes within those networks have altered the way in which they function. Manufacturers therefore need to rethink their supply chains to make them resilient to shock, agile enough to respond quickly to sudden change, flexible enough to customize products and efficient enough to protect margins. Fashion Logistics assesses these forces and changes and how manufacturers should adapt their working practices accordingly. This second edition of Fashion Logistics includes revised CSR and reshoring sections, updated case studies and new content on how manufacturers can adapt their working practices and the further demise of the department store sector.

Read more less

WINNER: CILIP's Knowledge and Information Management Award 2019 - Information Resources Print Category The way an organization manages and disseminates its knowledge is key to informed business decision-making, effectiveness and competitive edge. The Knowledge Manager's Handbook takes you step by step through the processes needed to define and embed an effective knowledge management framework within an organization. This second edition now includes clear guidance on the best practice requirements from the first ever internationally recognised standard for knowledge management, ISO 30401:2018, as well as content on the impact of AI and data analytics. Nick Milton and Patrick Lambe work through each stage of creating and implementing a knowledge management framework for an organization's specific needs, based around the four essential aspects of knowledge management: people, processes, technologies and governance. With updated international case studies from organizations of all sizes and sectors, along with user-friendly templates and checklists to help implement effective knowledge management procedures, The Knowledge Manager's Handbook is the end-to-end guide to making a sustainable change in the knowledge management culture.

Read more less

WINNER: Independent Press Award 2020 - Technology Category Blockchain is the technology behind bitcoin and other crypto-currencies. According to Santander, it could save financial institutions $15-20bn a year from 2022 onward. Most experts see an unprecedented potential, but many banks, payment processors and credit card companies fret that bitcoin entrepreneurs could cast a pall over their core business. Whatever the position of blockchain, many voices are shouting from different angles, creating a cacophony of confusion including tech-evangelists, anarcho-libertarians and industry experts. But while everybody in IT and banking seems to have an opinion on the blockchain, there is little systematic research, no strategic analysis. Blockchain Babel is the ultimate guide to the most disruptive technology to have entered the finance industry in recent years. Blockchain Babel looks at blockchain alongside innovation diffusion, competitive dynamics and management strategy. Shortlisted as one of the three best business book proposals by McKinsey and the Financial Times for the Bracken Bower Prize in 2016, this is a must-read for business leaders and aspiring leaders wanting to grasp blockchain and put it into context and understand the practical implications it may have.

Read more less

70 per cent of the planet is covered by water, and 90 per cent of global economic trade is transported by sea. The world's seas and oceans are big business. Based on gross marine product, the ocean can be considered the world's seventh-largest economy, with the total global value of the Blue Economy predicted to rise to $3 trillion by 2030. Grounded in detailed market research, and brought to life through over 250 meticulously researched case studies, Technology and the Blue Economy presents a compelling overview of an inspiring and innovative sector that includes offshore renewable energy, ports and harbours, shipping, maritime surveillance, cyber security, aquaculture and ocean conservation. It tackles questions like these: · With Earth observation satellites providing unprecedented levels of data about the ocean, can machine learning capabilities develop at pace to make sense of all this new information? · How can ships protect themselves when one shipping firm alone records 50,000 daily attempts to breach its cyber security systems? · With floating wind farms now pushing further out to sea to convert natural energy, what role do robots have in managing essential maintenance in these more remote environments? · When passenger ferries are already sailing themselves and self-docking in port without human intervention, are we entering an age where human error is eradicated? · With fish farming predicted to account for 62 per cent of all the seafood consumed globally by 2030, how can 3D imaging cameras and net-cleaning robots help to stop mass deaths of fish that can run into millions in a single incident? · In the age of smartphone ubiquity, how important a role might social media and citizen science play in ocean conservation? · With luxury cruise ships now marketing themselves as 'smart, connected cities', crunching passenger data in real-time, do they now provide the gold standard of customer experience within the tourist industry? · Is optical scanning technology the solution to countering slavery at sea, a real concern in the south-east Asian fishing industry? · Can satellite-enabled tracking and autonomous clean-up systems help to counter one of the greatest conservation issues of the day - the fight against ocean plastic pollution? Technology and the Blue Economy explores how innovators can develop the right business models to capitalize on growth opportunities, and analyses the critical success factors for emerging technologies.

Read more less

Introduction to Human Resource Management is a comprehensive and accessible guide to the subject of HRM. Drawing on the authors' experiences in both the public and private sectors and underpinned by academic theory, this textbook follows the logical sequence of the employment cycle and shows how human resource management plays out in practice. It covers organizational culture, the role of the HR professional, HR planning, recruitment and selection, talent management, L&D, motivation and performance, health and safety, diversity and equality, employment law, change management and handling and managing information. With a range of pedagogical features, including contemporary case studies and review questions, Introduction to Human Resource Management maps to the CIPD Level 3 Foundation Certificate in HR Practice and is also ideal for foundation and undergraduate students encountering HRM for the first time. This fully updated 4th edition has been revised and expanded to include coverage of zero-hours contracts and the gig economy, social media and e-recruitment and the UK apprenticeship levy. Online supporting resources include an instructor's manual, lecture slides and students' resources including multiple choice questions, additional case studies and reflective questions for self-study.

Read more less

Hyper competition and globalization mean that markets are changing. There is aggressive competition, shortening product life cycles, financial pressures and ever more demanding customers and consumers. Companies need to adopt new practices and new ways of thinking, so they are looking at collaboration across supply chains to become more sustainable, efficient and economical. Collaborative Principles for Better Supply Chain Practice looks at behavioural and commercial collaborative business principles and their application by means of case studies which showcase collaboration success across the private, public and 3rd sectors. Collaborative Principles for Better Supply Chain Practice covers different perspectives: the client looking down the supply chain, the suppliers looking up the supply chain and the inter-dependencies of organizations horizontally across the supply chain. The book explores operational and project-type environments in different industry sectors, which will help you think about your supply chain differently and optimize your processes to achieve supply chain excellence. Online supporting resources include a bonus chapter and a roadmap on negotiations.

Read more less

Previously restricted to cascading information and managing day-to-day conversations, internal communication is now essential to empowering employees to deliver business strategy. Strategic Internal Communication shows how to design and implement a strategy which will lead to engaged and motivated staff, increased productivity and consequently improved business performance. The book uses the author's own Dialogue Box tool designed to help companies explore more thoroughly what kinds of conversations they need to have with employees to address internal and cultural challenges. It helps transform organizations into open and transparent communities to ensure that entire workforces are committed to the overall business vision. This fully updated 2nd edition of Strategic Internal Communication includes new information on how to use Dialogue Box during times of transition and organizational change. It also gives advice on how to manage difficult conversations and avoid damaging miscommunication and misinterpretation. Supported by examples and case studies from the author's own experience, Strategic Internal Communication is an indispensable guide to creating an integrated and collaborative culture which will take your organization to the next level of success.

Read more less

The role of a contracting professional begins well before the award of a contract and doesn't end until the benefits of the acquisition have been realised, long after the deliverables arrive in a box on a loading dock. Global Contract Logistics tackles the growing complexity of contracting in a technologically accelerating world. The author looks at the common errors and the ten phases of a successful acquisition. Global Contract Logistics examines what it takes to be an intelligent client, one who employs contracting or procurement professionals to obtain goods and services on their behalf. It debunks many commonly held myths involving contracting, procurement and acquisition and outlines ten vital steps towards success for intelligent clients and their supporting acquisition professionals. The text is supported by case studies of projects that the author Steve Morgan has led, during his time with the Ministry of Defence and BAA. Online supporting resources include contract templates for procurement and acquisition projects.

Read more less

Social innovation and social entrepreneurship look for creative and affordable solutions to specific societal problems. Fuelled by the spread of the internet and the ubiquity of mobile phones, there are more people working to solve pressing social and environmental problems in the world today than ever before. Social Entrepreneurship and Innovation presents the journeys of pioneering - and often accidental - social innovators who, faced with a problem, used their courage, tenacity and creative thinking to find a solution. Using their own words to reflect upon their experiences, these cases do not gloss over the setbacks and the dead-ends social entrepreneurs can face. Instead, readers will gain a realistic insight into the challenges and an engaging look at the problem-solving mindset needed to overcome them. From a life-saving project to bring solar-powered lighting to midwives in Nigeria, to a news dissemination service that's grown from small beginnings to have a global impact, each case study draws out the lessons learnt by the innovators, providing guidance and advice for those looking to follow in their footsteps. Social Entrepreneurship and Innovation is an invaluable resource for social entrepreneurs and innovators looking for new ideas and insight into what really works - and what doesn't.

Read more less

Leading the way in current thinking on environmental logistics, Green Logistics provides a unique insight on the environmental impacts of logistics and the actions that companies and governments can take to deal with them. It is written by leading researchers in the field and provides a comprehensive view of the subject for students, managers and policy-makers. Fully updated, the 3rd edition of Green Logistics has a more global perspective than previous editions. It introduces new contributors and international case studies that illustrate the impact of green logistics in practice. There is a new chapter on the links between green logistics and corporate social responsibility and a series of postscripts examining the effects of new developments, such as 3D printing, distribution by drone, the physical internet and the concept of peak freight. Other key topics examined include: carbon auditing of supply chains; transferring freight to greener transport modes; reducing the environmental impact of warehousing; improving the energy efficiency of freight transport; making city logistics more environmentally sustainable; reverse logistics for the management of waste; role of government in promoting sustainable logistics. The 3rd edition of Green Logistics includes indispensable online supporting materials, including graphics, tables, chapter summaries, and guidelines for lecturers.

Read more less

Handling a crisis and knowing how to manage the potential reputational damage that can occur has become a top priority for all businesses. Learn from international brands like Nestle, Unilever, McDonalds, Cadbury, RBS and more, to discover the value of reputation management and how to effectively and proactively approach the Corporate Social Responsibility of your business. Whether it is an internal or external crisis, now more than ever brands and organizations are having to understand and respond rapidly to shifting public values, rising expectations, demands for public consultation and increasingly intrusive news media. Crisis, Issues and Reputation Management defines and explores the value of reputation, providing practical guidelines for effective reputation management that will resolve issues with minimum damage and disruption to the business. Showcasing a variety of crises through a range of case studies from international brands including Nestle, Unilever, General Electric, McDonald's, Coca-cola, Cadbury, Tesco, Pan Am, RBS and more, this definitive handbook provides a new and broader perspective on the topic for new and seasoned practitioners alike. Practical and accessible, it outlines a comprehensive approach to managing situations that may turn into crises - and handling crises once they occur.

Read more less

How to Pass the Professional Skills Test for Initial Teacher Training (ITT) provides complete practice for candidates applying to study for teacher training and those aiming for Qualified Teacher Status (QTS). The only book which combines all aspects of the test, including numeracy, literacy as well as the new reasoning questions, it covers basic practice as well as more challenging questions. It provides mental arithmetic training to help you answer questions confidently without the use of a calculator as well as realistic test practice. With over 1000 questions and detailed answers with explanations, How to Pass the Professional Skills Test for Initial Teacher Training (ITT) is the only resource you'll need to pass the exam and start your teacher training with confidence.

Read more less

An organization's key accounts are its lifeblood. Key account management focuses on the long-term investment of resources in customers that can offer an exceptional return on resources. But which are the key accounts? Are they the ones growing the fastest? The ones that are most financially secure? Or are they the ones that shout the loudest? Key Account Management puts forward a straightforward and effective planning methodology. This fully updated 6th edition of Key Account Management takes a long-term, team-selling strategic view of the whole process, from defining the customer, to managing the relationship and achieving key supplier status. With coverage of latest best practice including IT's role in account management, plus new case studies, online supporting resources and a new section comparing how different industries/markets approach key account management, it stands alone as the premier book on managing key customers. Online resources include helpful templates, guides for students and lecturers, and self tests to ensure that best practice is being followed.

Read more less

As recruitment becomes ever more important to a business achieving its corporate objectives, recruiters must raise their game, delivering new and innovative solutions while also doing their job well and achieving the results needed for their clients and candidates. The Professional Recruiter's Handbook, second edition, is a complete guide to achieving success in recruitment. The authors explore the techniques used by the most successful recruiters, both agency and client-side, to understand what creates excellence in recruitment. Containing up-to-date practical advice on attracting the right candidates and finding and retaining new clients, it explains how to develop a recruitment strategy to ensure the recruitment professional can successfully fulfil the roles taken on. The book is supported by numerous case studies and interviews with recruitment professionals.

Read more less

Shopper Marketing details how marketers can influence the buying decision in-store. The 35 contributors from top companies around the world have packed the book with practical advice on shopper needs and trends, retail environments, effective packaging and much more to equip product and brand managers, packaging experts, merchandising specialists and more with the tools they need to be successful in this field of sales promotion. The second edition of Shopper Marketing has been fully updated to include a new forward by marketing guru Philip Kotler and 12 new articles that reflect the current changes in the fast growing area, focusing specifically on the international scope, the online presence and the future of shopper marketing. New case studies from India, China, Brazil and Japan also add to the depth and breadth of the first edition.

Read more less

Top Business Psychology Models is a quick, accessible overview to the fundamental theories and frameworks that will help you understand human behaviour, emotions and cognition at work. Each model is presented in a short and crisply written summary, which could be easily converted into materials for use in training or in coaching conversations. Clear, succinct and well-referenced chapters also offer routes into accessing further information. Free of academic jargon, Top Business Psychology Models explains all the main theories and models used by psychologists, giving you all the essential information to immediately implement business psychology techniques in your organization.

Read more less

Learn from one of the bestselling books on sales ever published, which has cemented itself as the must-read for any sales or marketing professional, written by leaders at Miller Heiman - the global lead in sales and development. Strategic Selling presented the idea of selling as a joint venture, introducing the influential concept of 'win-win' and making it one of the bestselling books on sales ever published. The response to 'win-win' was immediate and fundamentally changed sales and marketing with its rejection of manipulative tactics, in turn positioning Miller Heiman as a global leader with the most prestigious client list in the industry. Now, learn from the latest, third edition of this genuine business classic with The New Strategic Selling which confronts the rapidly changing world of B2B sales including: - Real-world examples - Strategies for confronting the competition - New content on the most common challenges and questions from the Miller Heiman workshop The New Strategic Selling remains essential reading for any sales directors, managers or executives in any type of company and industry.

Read more less

Staff are ever more demanding of their employers. They want to be consulted, appreciated and, more importantly, they want to enjoy their work. When staff are content they perform well; when they are motivated they perform even better. Managers are under increasing pressure to get results, and their competence is judged on the combined performance of their whole team. How to Motivate People shows you how to inspire individuals or teams to develop. It clarifies the underlying principles for motivating staff to get results and maximise performance and sets out clear guidelines on how to reduce negativity; boost positive feelings; foster enthusiasm and involvement and focus effort on key issues.

Read more less

How to Master the IELTS is the ultimate study companion for your journey into international education and employment. With four Academic tests and two General Training tests, this comprehensive practice tool provides important revision for every aspect of the exam. It includes FREE downloadable MP3 files for the listening test; multiple choice questions; speaking exercises; flow chart and diagram tests; word recognition exercises; writing tasks; reading comprehension passages as well as full answers and explanations. Also including two appendices to aid learning and help develop your vocabulary, this straightforward guide is the only resource you'll need to practice and pass the IELTS. Online supporting resources for this book include audio files to support the listening test.

Read more less

John Heron, well known for his previous books, The Facilitator's Handbook (1989) and Group Facilitation (1993), both of which have become standard reading on the subject, now integrates, builds on and updates those works to provide this comprehensive guide to making a success of facilitation. The key to the new book lies in the way in which it helps facilitators to understand and develop a personal style to their work. Analytical in approach and highly structured, it offers strong theoretical content on the fundamental thinking underlying facilitation (which includes exploration of its dimensions and modes, whole person learning, and a comprehensive group dynamic theory) but combines this with a wide repertoire for practical action designed to enable facilitators to build up their skills effectively. John Heron's distinctive merit here is his demonstration of the benefit to be derived when such skills not only suit facilitator's own personality but can also be matched to whatever situation facilitators encounter. This publication makes John Heron's seminal work newly accessible - for it is now available for the first time in paperback - to a new generation of facilitators in both training and education.

Read more less