Insights
Ideas for organisations moving beyond ordinary
Expert commentary, industry perspectives, and practical ideas from across GSI and our global communities.
Insights · 14 Sept 2026
Gen Z, AI, and Automation: The Generation Reshaping Business
Artificial intelligence and automation are no longer future trends. They are rapidly becoming part of everyday business operations, and no generation is embracing this shift more enthusiastically than Generation Z. As the first generation to enter the workforce having grown up with smartphones, cloud technology, and digital platforms, Gen Z is helping businesses rethink how [...]
Read on GSI Hub →Insights · 14 Sept 2026
The File Is Nearly Finished. That Is Where It Stays.
The work that quietly slows an advice practice is often not difficult work. It is the last email, missing signature, outstanding condition, or client update that never quite reaches completion. A mortgage application is waiting on one bank statement. An insurance claim needs a signature on one of the forms. A review meeting has been [...]
Read on GSI Hub →Insights · 14 Sept 2026
Process Optimisation: Creating More Time for Patient Care
For Australian community pharmacies, process optimisation is not simply about doing more with less. It is about creating more time for patient care while maintaining accuracy, control, and service reliability. In an environment where pharmacists are increasingly expected to provide clinical services, support public health initiatives, and meet growing customer expectations, improving operational efficiency has [...]
Read on GSI Hub →Insights · 7 Sept 2026
7 Customer Friction Points Australian Pharmacies Often Overlook (And Why They Matter)
Small Frustrations Can Have a Big Impact on Pharmacy Loyalty Australian pharmacies are evolving rapidly. Beyond dispensing medicines, many now provide vaccinations, health screenings, medication reviews, prescribing services, and a growing range of primary healthcare support. As pharmacy services expand, so do customer expectations. While pharmacies often focus on major improvements such as new health [...]
Read on GSI Hub →Insights · 7 Sept 2026
7 Customer Friction Points You’re Ignoring (That Could Be Costing You More Than You Think)
Small Frustrations, Big Consequences When businesses talk about improving customer experience, the conversation often focuses on major initiatives: implementing new technology, introducing AI-powered solutions, reducing turnaround times, or launching customer service transformation programs. While these investments can deliver significant benefits, many organisations overlook a simpler truth. Customer loyalty is often shaped not by major projects, [...]
Read on GSI Hub →Insights · 7 Sept 2026
The Regulatory Return Starts Long Before September: Why Better Data Management Makes Compliance Easier
Regulatory return pressure often begins long before anyone logs into the Financial Markets Authority (FMA) portal. It starts when everyday business information is difficult to find. As the submission deadline approaches, the questions themselves may seem straightforward enough: adviser numbers, client information, complaints, outsourced arrangements, business continuity, and information security. Most Financial Advice Providers (FAPs) [...]
Read on GSI Hub →Insights · 31 Aug 2026
AI + Automation: Building Smarter Systems for Scale
Last June, I had the opportunity to attend a Customer Experience (CX) Expo in Singapore, where artificial intelligence dominated almost every conversation, keynote, and panel discussion. Regardless of industry, organization size, or market focus, AI was at the center of strategic discussions. It was clear that businesses around the world are investing heavily in AI [...]
Read on GSI Hub →Insights · 31 Aug 2026
The support is working. Can you show how?
A provider may be doing a good job day to day. For a licensed FAP, confidence still needs to be supported by clear scope, controls, and evidence. The arrangement began simply. A support provider was brought in to help with document preparation, CRM updates, and client follow-ups. The work was getting done. Advisers had more breathing rooms, clients were receiving updates, and nobody had raised [...]
Read on GSI Hub →Insights · 31 Aug 2026
From Dispensing to Diagnosing: Are Australian Pharmacists Becoming the New Front Door of Healthcare?
For decades, community pharmacies were viewed primarily as places where patients collected prescriptions and purchased over-the-counter medicines. Their role was essential but often limited in the public mind to dispensing medications prescribed by doctors. Today, however, that perception is rapidly changing. Across Australia, pharmacists are taking on broader responsibilities that extend well beyond traditional dispensing. [...]
Read on GSI Hub →Insights · 24 Aug 2026
It is 8:15am and your key person is unavailable. What stops moving?
Business continuity is tested by ordinary disruptions: an unexpected absence, an urgent client matter and a team trying to work out what only one person knew. The message arrives before the workday has properly started. A key team member is unwell and will not be online. Nobody knows whether they will be away for one day [...]
Read on GSI Hub →Insights · 24 Aug 2026
Working Smarter: Rethinking Productivity in the Pharmacy Industry
“How can we make our pharmacy teams more productive?” It sounds like a reasonable question. For pharmacy businesses across Australia, it is becoming an increasingly important one. Pharmacies are operating in an environment where teams are managing growing workloads, changing customer expectations, increasing administrative requirements and ongoing pressure to deliver quality service efficiently. So when [...]
Read on GSI Hub →Insights · 24 Aug 2026
The Productivity Problem Might Not Be Your People
“How can we make our people more productive?” It sounds like a reasonable question. And in Australia, it is becoming an increasingly important one. Productivity has become a major part of the national conversation about economic growth, wages and living standards. Recent figures from the Australian Productivity Commission show just how challenging the picture has [...]
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