The role of the front-line is changing. Companies who are excelling in service today know that the best customer experience is driven by employee experience.

Bad customer service reaches more than twice as many, as praise for good service, and in the social media age it can take seconds to reach thousands.

Engagement – we’ve been talking about it for years. It might be time to ask yourself a few questions. 1. How’s your engagement strategy going?

This week we celebrated our first graduates from the game-changing CIM Supervisory Excellence Academy developed with DHL Express over the past 3 years

How do the small changes we make affect our performance at work? Diana explores the benefits of taking time out of your day to have lunch with the team.

How can leaders thrive in a high pressure environment? Chris looks at what leadership lessons we can learn from pilots and in particular CRM.

Times have changed, there is no longer a clear path up the career ladder. As the millennials enter the work force, does the traditional ‘career job’ exit?

How do you harness digital to transform performance? Using a blended learning approach, NKD and DHL Express built a ‘business academy’ for Supervisors.

Connecting with customers in the digital age is more complex than ever. The key is balancing your digital and physical experiences.