Leadership

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How ‘upstream leaders’ can unlock the power of preventative thinking Article

How ‘upstream leaders’ can unlock the power of preventative thinking

You can imagine how stunned Ryan O’Neill, head of the Customer Experience Group at Expedia, was…

Vend’s Talei Wood: On rising up and bringing others along with her Article

Vend’s Talei Wood: On rising up and bringing others along with her

As we did last year, we’re extending International Women’s Day throughout the month of March to…

Taking big swings is in leader Sangeetha Rai’s DNA Article

Taking big swings is in leader Sangeetha Rai’s DNA

As we did last year, we’re extending International Women’s Day throughout the month of March to…

Flying without a map: Nicole France on charting her course as an analyst Article

Flying without a map: Nicole France on charting her course as an analyst

As we did last year, we’re extending International Women’s Day throughout the month of March to…

Strategies for leading others through continual change at work Article

Strategies for leading others through continual change at work

The movie Groundhog Day provides a helpful kind of mantra for Dana Otto, senior manager of…

Digital transformation can be a rough employee experience—but it doesn’t have to be Article

Digital transformation can be a rough employee experience—but it doesn’t have to be

Our brains are designed to create and foster habits. Brains burn a lot of calories, and…

8 cognitive biases that affect how you manage your team Article

8 cognitive biases that affect how you manage your team

Managers are expected to make split-second decisions, day in and day out, tracking who is working…

Nadine Champion on truth, fear, and learning to take a punch Article

Nadine Champion on truth, fear, and learning to take a punch

When Nadine Champion speaks, she shows audiences a picture of herself from back then: a ripped…

Executive voice: what it is, why you need it, and how to cultivate your own Article

Executive voice: what it is, why you need it, and how to cultivate your own

The CEO of a struggling financial services company speaks confidently and reassuringly to her thousands of…

Build a strong company culture by leading with EQ Article

Build a strong company culture by leading with EQ

“Company culture” often equates to little more than a buzzword, sometimes mistakenly associated with workplace perks.…

‘Unlearning’ as the latest must-have skill for any startup CEO Article

‘Unlearning’ as the latest must-have skill for any startup CEO

As an early stage investor, I have worked with hundreds of CEOs and founders. Some successful,…

Embarking on a digital transformation? Here’s how to bring your employees along Article

Embarking on a digital transformation? Here’s how to bring your employees along

If there is one principle humans perpetually struggle with, it’s that we don’t operate in a…

Digital transformation: hard, expensive, and worth it Article

Digital transformation: hard, expensive, and worth it

“I love the term digital transformation,” said Lisa Nicholas, CEO of Digital Banking Services, wryly. “It’s…

The best CX metric to drive your business Article

The best CX metric to drive your business

A meme going around pictured a Net Promoter Score survey question: How likely are you to…

Everyone can get service right—here’s how. A Q&A with Jeff Toister Article

Everyone can get service right—here’s how. A Q&A with Jeff Toister

It seems fair to say that getting customer service right—every time, for every customer—is right up…

How to keep remote agents engaged—and empowered Article

How to keep remote agents engaged—and empowered

Back in the heady ’60s, the gap year industry sprouted as Baby Boomers considered different ways…

Building teams, choosing joy, and getting personal: Meet Beth Held Article

Building teams, choosing joy, and getting personal: Meet Beth Held

Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…

The evolving role of the CIO Article

The evolving role of the CIO

The head of IT used to be an isolated person, speaking a language no one spoke,…

Lead with trust: advice from Shopify’s Marcie Murray Article

Lead with trust: advice from Shopify’s Marcie Murray

Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…

Informal leadership: Be the person at work that others look up to Article

Informal leadership: Be the person at work that others look up to

Recently I was talking with a friend about his work situation. He’d worked with the same…