Training your people is not enough. And neither is training your AI. There's a conversation happening in every boardroom right now. Skills. Capability. How do we upskill for the new world of work? How do we prepare our teams? It's the right question. But it's incomplete. Because whether the agent delivering your customer experience is human or AI — the process underneath is what determines the outcome. Your frontline staff can be brilliant. Empathetic. Well-trained. But if th

Why does everyone think I am an extrovert when I feel so much like an introvert? I remember the day I learned about personality...

In almost every organisation I've worked with to improve customer experience, a familiar pattern tends to emerge

I could guarantee my clients that, after our sessions, their CSAT scores would go up, and their NPS would rise.It did! But not for long.