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The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark Hodson/Flickr

Customer service staff need to be problem solving not apologising

Traditional customer service is struggling as consumers solve problems online and expect options in person.
Consolidation is happening at a rapid pace. But who will bear the brunt of the costs? Khakimullin Aleksandr/Shutterstock.com

Defanged regulations have big media licking their chops

In the coming year, media companies will be adjusting to a new reality – one that ultimately leaves consumers with fewer choices.
Slightly more optimistic economic figures gives Scott Morrison and the Turnbull government a boost heading into 2018, as the charts explain. Lukas Coch/AAP and The Conversation

Seven charts on the 2017 budget update

Seven charts on the highlights from the government's mid year update of the budget.

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