Is anyone a fan of this trend?Isn’t it a bit odd to have values on the walls in your home, or is it just me? “Billy. We don’t behave like that here. [Points at chimney breast]. Now give your sister […]
Quick Read
Short post, which might also be availabile on LinkedIn
There are some terrible drivers on the roads!I don’t really blame them though. I mean, it’s quite a hard skill to do well. And the only training you get is a couple of instructions and one assessment 25-years ago. Then […]
I guess I’ll never be included in the DJT Library then… You’ll need to get your copy before it’s ordered to be burned: https://www.amazon.co.uk/dp/1836887973/
A fabulous day lecturing on leadership, culture and inclusion at the University of Portsmouth (London) today. Students had the opportunity to explore the evolution of leadership research, debate emerging research (including Constellation), and see how it applies in the real […]
Attracting, developing and retaining talent has never been more complex. As contact centre roles evolve and changes in technology cause expectations to shift, contact centre leaders are rethinking how they build resilient, future-ready teams. This CONNECT event focuses on talent growth, succession and leadership in a […]
Bot-to-agent handovers may feel new, but the problem they create is not. Contact centres have been dealing with broken handovers for decades and every cold transfer between departments carries the same risk: lost context, repeated explanations, and a customer who […]
The audiobook of Constellation is now available! Narrated by yours truly, Constellation investigates how influential culture really is… ..and whether it can replace traditional leadership in today’s complex, interconnected environments. A finalist for Leadership Book of the Year it’s available […]
In the 1950s, Solomon Asch ran a simple experiment. Put 10 people in a room.9 are actors. 1 is the real participant. A bell rings. The 9 actors stand up.The participant hesitates… then stands too. Not because it’s right.But because […]
Glad to be back judging with the International Customer Service Awards. Every year, the expectations and the entry quality from nominations increase, putting real pressure on the judges to help celebrate and recognise world-class customer experience excellence across borders. I’ve […]
One of the subjects covered in Constellation is how the challenges facing today’s leaders are systemic, overlapping, and complex. The answers to climate change, AI ethics, and what we’re seeing in the Middle East are unlikely to be found in […]
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