Leadership voices
Tips and strategic advice from our leadership team.
Latest stories
Article
9 min read
Rising to the challenge of remote leadership
Unprecedented. Troubled. Uncertain. Scary. Frustrating. Whatever you want to call the “times” we are living through,…
Article
7 min read
How 'upstream leaders' can unlock the power of preventative thinking
You can imagine how stunned Ryan O’Neill, head of the Customer Experience Group at Expedia, was…
Article
6 min read
Vend's Talei Wood: On rising up and bringing others along with her
As we did last year, we’re extending International Women’s Day throughout the month of March to…
Article
7 min read
Taking big swings is in leader Sangeetha Rai’s DNA
As we did last year, we’re extending International Women’s Day throughout the month of March to…
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Article
16 min read
Flying without a map: Nicole France on charting her course as an analyst
As we did last year, we’re extending International Women’s Day throughout the month of March to…
Article
6 min read
Strategies for leading others through continual change at work
The movie Groundhog Day provides a helpful kind of mantra for Dana Otto, senior manager of…
Article
8 min read
Digital transformation can be a rough employee experience—but it doesn’t have to be
Our brains are designed to create and foster habits. Brains burn a lot of calories, and…
Article
9 min read
8 cognitive biases that affect how you manage your team
Managers are expected to make split-second decisions, day in and day out, tracking who is working…
Article
8 min read
Nadine Champion on truth, fear, and learning to take a punch
When Nadine Champion speaks, she shows audiences a picture of herself from back then: a ripped…
Article
7 min read
Executive voice: what it is, why you need it, and how to cultivate your own
The CEO of a struggling financial services company speaks confidently and reassuringly to her thousands of…
Article
7 min read
Build a strong company culture by leading with EQ
“Company culture” often equates to little more than a buzzword, sometimes mistakenly associated with workplace perks.…
Article
6 min read
'Unlearning' as the latest must-have skill for any startup CEO
As an early stage investor, I have worked with hundreds of CEOs and founders. Some successful,…
Discover AI innovations shaping service at Zendesk AI Summit
Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.
Article
8 min read
Embarking on a digital transformation? Here’s how to bring your employees along
If there is one principle humans perpetually struggle with, it’s that we don’t operate in a…
Article
8 min read
Digital transformation: hard, expensive, and worth it
“I love the term digital transformation,” said Lisa Nicholas, CEO of Digital Banking Services, wryly. “It’s…
Article
8 min read
The best CX metric to drive your business
A meme going around pictured a Net Promoter Score survey question: How likely are you to…
Article
11 min read
Everyone can get service right—here's how. A Q&A with Jeff Toister
It seems fair to say that getting customer service right—every time, for every customer—is right up…
Article
7 min read
How to keep remote agents engaged—and empowered
Back in the heady ’60s, the gap year industry sprouted as Baby Boomers considered different ways…
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