Nine in Ten Organizations Are One Key Resignation Away from a Crisis. Here’s How to Make Sure Yours Isn’t One of Them. A Number That Should Make Every Leader Uncomfortable Only 11% of organizations report having a strong leadership pipeline. That statistic comes from a 2026 leadership skills gap report that has been circulating through... Read Full Article
Global Employee Engagement Just Hit a Five-Year Low. The Problem Isn’t Awareness — It’s the Absence of a System. The Number That Should Be Keeping Every Leader Up at Night Gallup’s 2026 State of the Global Workplace report contains a finding that deserves far more attention than it has received. Global employee engagement fell to... Read Full Article
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
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
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 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
A Major 2026 Research Report Reveals That Onboarding Is Now the Worst Experience New Hires Have. Here’s What That Means for Your Business. A Stat That Should Stop Every Leader Cold The Qualtrics 2026 Employee Experience Trends Report — drawing on research from employees across 24 countries and every major industry — dropped a finding... Read Full Article
Two Employees Every Leader Is Afraid to Confront — and the Framework That Changes Everything A Leadership Study That Put a Number on Something I’ve Known for Decades A recent piece in CEOWORLD Magazine on courageous leadership included a finding I want every leader to sit with. Eighty-six percent of employees believe courageous leadership is... Read Full Article
What Marc Benioff’s Callout of His Fellow CEOs Reveals About Building a Turnkey System for Consistency Marc Benioff Said Something This Week That Every Leader Needs to Hear On April 7th, Salesforce CEO Marc Benioff went on record with a take that made headlines across the business world. Speaking about the wave of tech layoffs... Read Full Article
How to Inspire Buy-In from Employees Who Think Great Service Doesn’t Matter Anymore Three Words That Dominated Headlines This Week “I hate chatbots.” That was the headline on CNBC’s April 1st story that went viral this past week. And honestly? I wasn’t surprised by a single word of it. I’ve been saying some version of... Read Full Article
