I am an authentic and visionary leader in technical support and customer experience, with a career dedicated to developing people, fostering emotional intelligence, and navigating the ever-evolving landscape of technology-driven service. My experience leading global support teams has given me a unique perspective that combines technical expertise with a strong commitment to human-centric leadership.

I believe that true innovation happens when we step outside our comfort zones. As I often remind myself, “Ships are safe in harbour, but that’s not what they’re built for.” This mindset drives me to encourage teams to embrace new challenges, experiment with emerging technologies, and grow beyond the familiar. I see automation and AI not as replacements for human connection, but as powerful tools to enhance and deepen customer relationships.

I am a strong advocate for the “leadership shadow” concept, understanding that a leader’s communication style, emotional responses, and integrity shape the culture of an organisation. I strive to create environments where empathy, transparency, and collaboration are at the forefront—qualities that have helped my teams consistently deliver outstanding results and memorable customer experiences.

Beyond my professional life, I am passionate about hiking, exploring post-modern literature, and creating ambient electronic music, inspired by a love of place and psychogeography. I also have a deep interest in film photography, which allows me to capture the world’s subtle details and fleeting moments in a tangible, analog form. You can view my film photography portfolio at glass.photo/mike-richardson.

Whether guiding teams through complex technical challenges, composing immersive soundscapes, or capturing scenes on film, I am committed to innovation and authenticity, always aiming to make a positive and lasting impact.

Oh, and I talk—a lot.