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Ships are Safe in Harbour, But That’s Not What They’re Built For
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Read More →: Ships are Safe in Harbour, But That’s Not What They’re Built ForThere’s something particularly challenging about leaving our comfort zones, especially in the technical world. We spend years building expertise, learning languages, mastering systems, and becoming the go-to person for thorny technical problems. It’s rather like building a cosy harbour – protected, predictable, and safe. But leadership beckons like the open sea, full of possibility and,…
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The Human Touch in Support Automation: Empowering Global Teams Through Smart Handoffs
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Read More →: The Human Touch in Support Automation: Empowering Global Teams Through Smart HandoffsIn the technical support and CX realm, we often hear buzzwords like “automation” and “AI-powered solutions” thrown about as if they’re magical solutions to all our challenges. Yet, as someone who’s spent years leading global support teams, I’ve learned that the real magic lies not in replacing human interaction, but in enhancing it. The Current…
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The Leadership Shadow: How Your Communication Style Shapes Customer Success
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Read More →: The Leadership Shadow: How Your Communication Style Shapes Customer SuccessIn the realm of Customer Success Engineering, our influence extends far beyond direct interactions with our teams. Like a shadow cast by the morning sun, our communication style, emotional responses, and leadership approach create lasting impressions that shape how our teams engage with customers. Understanding the Leadership Shadow The concept of a leadership shadow encompasses…