Agile Doesn’t Work Without Psychological Safety
Twenty-one years ago, 17 software engineers published the Manifesto for Agile So [...]
This Is What Courageous Leadership Looks Like
A dynamic combination of humility, accessibility, steadfastness and risk-readine [...]
Chatbots vs. conversational AI: What’s the difference?
Today’s businesses are looking to provide customers with improved experiences wh [...]
The 4 Pillars of Successful Digital Transformations
Despite years of discussion, understanding what digital transformation means for [...]
What to Do When You’re Stuck in the Survival Zone
Covid-19 has led to nearly two years of loss, fear, isolation, and gnawing uncer [...]
Announcing ICMI’s Top 25 Thought Leaders of 2022
We are all striving to be better. Whether it’s being better people, better leade [...]
If You’re Too Busy for These 3 Things, Your Leadership is on Life Support
For nearly 16 months, businesses everywhere have had to grapple with the magnitu [...]
The Secret Ingredients of a CX Led Company Culture
When I talk to organisations around the world about their customer experience st [...]
Forget Competitors, It’s Customers Who Hold the Aces
The reduction in customer engagement, sales volume and value during the pandemic [...]
When Culture Thrives, Customer Experience Will, Too
When Culture Thrives, Customer Experience Will, Too There’s a connection between [...]