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The Friday Question: Are we clear about what we need to protect as well as what we need to change?

23 October 2026

Organisations are restructuring, rethinking operating models, investing in AI and technology, and making some difficult decisions about costs, resources and how services will be delivered in the future.

The Friday Question - Are our people developing as fast as our operating models are changing?

11 September 2026
Viewpoints

Many organisations are already redesigning how work gets done. Decisions are being made differently. The technology can be implemented relatively quickly. Building capability is different.

Expect the unexpected

16 February 2024
CEO Blog

Martin Lewis' recent posts about widespread poor customer service have caused quite a stir. His particular frustration is that engrained and all too familiar claim, 'we are experiencing unexpectedly high call volumes'.

Team Leader Management Needs Re-think

08 February 2023
Poly
Industry news

CCA PARTNERS

More than 200 senior service and CX execs agree a re-think is required to develop, coach and mentor Team Leaders.

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The Friday Question: Are we clear about what we need to protect as well as what we need to change?

The Friday Question - Are our people developing as fast as our operating models are changing?

Expect the unexpected

Team Leader Management Needs Re-think

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