Change Leader Weekly

"Join my empire" is a hell of a way to start a job ad. And is a customer charter still a customer charter if all it does it talk about how great you are? (not how you can help...)

Place your bets! The welterweight championship of the month is here: Generative AI vs a Call Centre Script! - Who will win? - And more importantly, what does it mean for leadership?

There’s something missing from almost every one of the change rollouts I’m asked to look at. It’s also usually the difference between “Hell Yeah!” and “Yeah, Nah”.

7 years ago California legalised Marijuana, yet last year sales of illegal Marijuana were $8.1B. What in the world happened? - And what can we learn from it?

As I sat down in my local café, I had intended to spend my time writing about something completely different. However, a knowledgeable (and loud) woman at a nearby table meant I did a little eavesdropping instead… What I heard was a story I've heard too many times before.

This week I came across a fascinating stat - 75% of companies consider themselves highly customer-centric, however only 19% of customers agreed. We’re more misaligned in our perceptions than we realise - a truly dangerous thing for a change leader to be.

This week a little irony, some unintended effects and a simple truth: No one cares about what you designed your solution for, they only care about solving their own needs as efficiently and effectively as possible.

A couple of weeks ago a bank run almost killed Silicon Valley Bank, and this week Saudi Arabia surprised everyone by cutting oil production. It seems that even the world's powerful are at the mercy of the unforeseen. ..so what can we do about it?