What sets you apart from everyone else? What drives you? What gets you up in the morning? What will you stand for? What will you lead? Who will you lead? What matters most? What matters least? Where do you stand when the chips are down? These are some, there are more, but what matters is that you ask them, write down the answers and be what defines you.

Humour. Appreciation. Comfort. Understanding. Consideration. Wrapped up into one word, Empathy. If the goal of your chat bot is to collect information to route to an agent, save yourself the time and money and add a front-end form to your chat application collecting this data and then route that customer to an agent. Bots aren’t time stallers, waiting for an agent to become available, they are collectors of information. But if your customers are looking…

When things go wrong, when a requirement has been missed, a bug delayed, a feature bigger than we thought it’s because everyone was working remotely, because we were not in the office. So the default response is to have everyone get back in the office so we can fix the problem. But the problem wasn’t an “in the office” problem, it was a communication problem, or a complexity problem, or a new person problem. It…

You can nurture it. You can grow it. You can lead it by example. You can demonstrate it. You can encourage it. You can motivate it. You can inspire it. But you can’t teach someone to be confident, you can tell someone today is “confidence” day. It’s a process, it takes time, it’s not easy, if it was everyone would be doing it.

If you’re not learning, you’re not growing. You don’t need to wait for that paid conference to come through (there are some in town that are probably free). You don’t need to wait for someone to ask you if you want to take that course (you can take the $15 version Udemy). You don’t need to wait for “work to come in” to learn that new technology (you can invent a purpose and do it…