Xbox Just Laid Off 3,200 People and Said “We Spread Ourselves Too Thin.” Every Business Leader Should Read That Twice.

July 20, 2026 | By: John DiJulius

What Microsoft’s Most Painful Reset in Gaming History Teaches Us About Staying Anchored to Your Core Purpose Five Words That Should Stop Every Leader Cold Last week, Xbox CEO Asha Sharma laid off 3,200 employees — 20% of Xbox’s entire workforce — and shuttered four studios in what she described as a fundamental reset of... Read Full Article

The Industry’s Biggest AI Conference Just Admitted AI Isn’t the Hard Part Anymore

July 14, 2026 | By: John DiJulius

Customer Contact Week 2026 Has Shifted From AI Hype to a Harder Question: How Do You Automate Without Burning Out the Humans Who Are Left? The Industry’s Biggest Stage Just Changed the Conversation Customer Contact Week returns to Las Vegas this month, running June 22 through 25 at Caesars Forum. It bills itself as the... Read Full Article

“Lower Value Human Capital.” A CEO Actually Said That Out Loud.

July 06, 2026 | By: John DiJulius

The Standard Chartered Backlash Is a Warning About the Words Every Leader Chooses — and the Culture Those Words Reveal Four Words That Should Never Be Said Out Loud — and Were Last month, Bill Winters, the CEO of Standard Chartered, one of the largest international banks in the world, stood in front of investors... Read Full Article

Your Industry is Innovating Service Delivery…So Why Are Your Customers More Frustrated Than Ever?

June 29, 2026 | By: John DiJulius

I See This All the Time — and It’s Genuinely Hard to Watch A leadership team spends 18 months rolling out a new service delivery platform. They’ve done the demos, run the pilots, built the business case. They’re proud of it. And within a few months of launch, the customer complaints start climbing. I’ve walked... Read Full Article

The 20% Rule Every CEO is Ignoring

June 15, 2026 | By: John DiJulius

The Stat That Should Stop Every CEO in Their Tracks Here’s a number I keep coming back to: companies with satisfied employees achieve a 20% higher customer satisfaction rate. Not 2%. Not a rounding error. Twenty percent. 2026 job satisfaction analysis that compiled data across thousands of organizations. And yet, when I walk into most... Read Full Article