Articles

Effective hiring strategies go beyond simply finding the right candidate. This article emphasizes the importance of a well-planned hiring process, authentic interviews, and the significance of candidate experience throughout the recruitment journey.

Explore effective strategies for leading teams through change, understanding decision ownership, identifying change personalities, and executing transformations with intent to foster organizational growth and resilience.

Explore the importance of customer-centric targets in business strategy, emphasizing alignment with customer needs to drive growth, enhance engagement, and foster organizational success in an increasingly competitive landscape.

Explore the disruptions in the support industry in 2025, highlighting budget challenges, the rise of AI, and shifting expectations for personalisation and relationship ownership, as teams adapt to deliver more with less.

Explore how AI can enhance customer experiences beyond chat interfaces, focusing on meeting customer needs and integrating AI as a supportive co-pilot in workflows to improve efficiency and satisfaction.

Explore a gripping account of managing a major incident, detailing the challenges faced, lessons learned, and strategies implemented to ensure better responses in the future. Ideal for leaders in incident management and operational excellence.

Effective onboarding is crucial for new hires, enabling them to perform optimally within weeks. This article explores key strategies for creating a successful onboarding process focused on planning, trust, and connection to enhance team performance.

Why today’s best leaders aren’t just strategic - they’re emotionally fluent. Learn how empathy and authenticity drive stronger teams, better outcomes, and more human organisations.

Learn how to choose the right tools for your organization by defining your goals, mapping your philosophy to features, and identifying stakeholders for effective decision-making in customer service.