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Scared child
AI  ·  Customer Experience  ·  Individual  ·  Psychology
When Automation Meets Emotion: Why Customers Still Escalate to Humans Even When Bots Work

A child wakes in the night to the sound of thunder. The parents have explained thunderstorms before....

Working at home
Culture  ·  Employee Engagement  ·  Individual  ·  Psychology  ·  Team
When Your Home Becomes the Contact Centre

The adviser leans back slightly. The line disconnecting with a soft click signals, at least operatio...

Business owner with head in hands
Individual  ·  Leadership  ·  Psychology
The Entrepreneur’s Mask: The Hidden Emotional Labour of Running a Small Business

The post appears on LinkedIn shortly after eight o’clock, with a carefully chosen photograph. The ...

Beer bottle molotov
Culture  ·  Employee Engagement  ·  Leadership  ·  Psychology
Punk’s Promise: When Rebellion Becomes a Brand

There was a time when backing a brand felt like backing a belief. Not just buying the product, but b...

Constellation: Leadership reimagined for a connected age reviews
Academic Research  ·  Constellation Leadership  ·  Culture  ·  Leadership  ·  Psychology  ·  Team
No one in charge. Everyone responsible.

Not read Constellation yetWant a taster of what this multi-award nominated book is about This Sunday...

A row of shoes of different styles and sizes
Coaching  ·  Culture  ·  Individual  ·  Leadership  ·  Psychology
Why One-Size Coaching Fails: The Psychology We Pretend Not to See

Two clients who have struggled with time management leave their coaching sessions with the same goal...

WHat can the CIA and spies teach us about destabilising a company?
Culture  ·  Employee Engagement  ·  Leadership  ·  Psychology  ·  Team
The Accidental Saboteur: Culture From The CIA

In 1944, as the Second World War ground across continents, a slim document circulated quietly among ...


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