Leadership Guides and Models

Meeting with Jonathan from SDA to talk about the need to mature the PS model when working with PE backing

Really like the work done by the team at Precursive so when I had a chance to chat with their CEO about all things PS and CS we had a great time

After sharing some content on Linkedin about choosing the right tech stack for an onboarding team, Irit asked if I could come on the YouTube channel and talk about that experience

2021 saw The Customer Conference expand out to about 4,000 actual attendees and I was pleased to be invited to join a panel discussing Work from Anywhere (WFA) models - Was a great discussion 

Any customer feedback is a gift, but what do you do when the feedback is not positive? In fact its anything but positive and the relationship is going the wrong way? You need an escalation plan.

Where are you in the maturity model? Just starting or well along the way? Based on Ivin Yalloms "process for becoming a group", check out this model and see how you compare

Staffing choices will be the most crucial decisions you make as a leader. Hire slow, and follow a process to make sure that you are absolutely getting the best talent for your team. You deserve it

If you are lucky enough to have a budget to spend on customer events, how do you make sure you are using it in the best possible way? This framework gives an idea in how to group customers to make the most out of what you have

As we start 2021, businesses will roll out their new objectives. But how should a leader take these and use them to create real/actionable plans for their team? Here is a guide

After a telephone interview with TSIAs John Ragsdale in 2018 I was fortunate enough to feature in his Las Vegas keynote on Employee Engagement. Check it out here

2018 I was honoured to be able to speak at the Customer Experience Day. I talked about how businesses can use technology to give a personal experience, and why they should.