We cannot simply rely on past management and regulatory practices to drive sustainable progress.
A guiding light is needed to help organisations pursue customer stewardship excellence to improve not only their own position but the whole ecosystem that they are a part of.
Australia and all global infrastructure service providers must be ambitious for a future where organisations understand customer needs and preferences and are motivated to deliver for them, where investments translate into tangible benefits sooner for customers, community and business.
Customer Stewardship asserts a higher order of performance and adaptation that is more vested in improved customer and stakeholder outcomes over the longer term and recognises the quality of relationships with customers and stakeholders.
This is where the alchemy that underpins long-term and responsible organisational success lies.