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Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

The Talk You’re Avoiding Is Getting Expensive

Leadership

The Talk You’re Avoiding Is Getting Expensive Read More »

uncomfortable truth about voc programs

The Uncomfortable Truth About Voice of the Customer Programs

Customer Experience

The Uncomfortable Truth About Voice of the Customer Programs Read More »

Fig 17 06 2020 01 33 13

The 80/20/30 Rule

Customer Experience

The 80/20/30 Rule Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

Four Problems. One Root Cause.

Leadership

Four Problems. One Root Cause. Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

Stop Taking Notes for Your Team

Leadership

Stop Taking Notes for Your Team Read More »

Support as a business cost lever balancing operational risk and efficiency

Support Is Not a Cost Center — But Pretending It Isn’t Gets You Defunded

Business Planning, Leadership

Support Is Not a Cost Center — But Pretending It Isn’t Gets You Defunded Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

Your Calendar Is the Problem, Not Your Employee

Leadership

Your Calendar Is the Problem, Not Your Employee Read More »

Illustration of a conversation between a barber and a client in a barbershop, representing informal discussions about leadership and managing people.

I Went for a Haircut. Got Into a Leadership Conversation

Leadership

I Went for a Haircut. Got Into a Leadership Conversation Read More »

Illustration of an AI support agent with workflow diagrams and performance indicators, representing agentic AI automation in customer service

Agentic AI in Your Contact Centre — A Practitioner’s Reality Check

AI

Agentic AI in Your Contact Centre — A Practitioner’s Reality Check Read More »

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