One of the classic self-help books ‘Don’t Sweat the Small Stuff’ suggests that we focus on the big important issues rather than small things that can derail us.  Great for individuals, maybe, but organisations do it at their peril. Organisations, every day, need to focus on the small stuff.  From making sure data is inputted correctly, to answering basic customer queries. The small stuff is the detail that makes the difference between a great customer experience and a growing list of problems. More...

Diversity is a hot topic right now and it should be. Let me explain why. The most successful organisations innovate. New ideas are developed based on different perspectives. Without these different perspectives, you fall into groupthink. More...

Intelligent Automation (IA) is expected to be one of the most significant disrupters since the creation of the internet. As with the internet, there are advocates who will embrace the change to come and others who won’t. Fast forward 20 years and we can all see that the internet has driven significant global economic growth and prosperity, transformed how businesses operate, created more jobs and opened up a global talent pool. More...

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