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AI in Customer Support: Fixing the Burnout Backlash

AI in customer support

AI in customer support is booming. Chatbots, auto-routing, AI assistants are everywhere you look. Companies are automating.

The promise? Faster resolution times, reduced costs and round-the-clock availability.

The reality? Poorly implemented AI is causing frustration, damaging customer relationships and burning out support teams.

We’re in the middle of an AI burnout backlash and most start-ups don’t even realise it’s happening.

When AI Becomes a Burden, Not a Boost

Start-ups often adopt AI tools reactively. A bot is added to reduce ticket volume. An auto-responder is plugged in to handle FAQs and another tool promises faster tagging and triage. Individually, these all seem helpful. But together if there is no clear strategy to link them, things quickly become cluttered, confusing and counterproductive. You end up with:

• Customers stuck in loops, begging to speak to a human

• Agents working around the tools, not with them

• Leadership wondering why support still feels slow and messy

The Hidden Costs of AI Burnout

If AI is done wrong, it creates more work than it saves. This leads to:

1. Customer Experience Taking a Hit

When bots can’t understand intent or escalate properly, frustration rises fast. When customers hit a wall, they don’t just leave, they often broadcast their experience.

2. Your Team Ends Up Managing Bots

Instead of focusing on real customer needs, support teams spend time overriding flawed automation, cleaning up errors and explaining “what the bot meant.”

3. Insights Get Lost

Disconnected tools don’t just impact workflow, they dilute the data. If your AI isn’t integrated properly, your team can’t see the full picture.

Where AI in Customer Support Actually Works

You see AI itself isn’t the problem. Poorly applied AI is!

Here’s where it adds real value:

• Triage & tagging – Automate first steps, not final decisions

• Simple query resolution – Great for things like order status or password resets

• Knowledge base integration – AI surfacing relevant content in real time

• Smart escalation – Moving complex issues to human agents with context intact

The key is balance. AI should enhance the team, not replace it.

Scaling Without Losing the Human Touch

If you’re scaling your support function and are considering implementing some AI tools to help, ask yourself:

• What problem are you looking to solve with this tool?

• Does your team have a say in the rollout and feedback loop?

• Does this tool connect cleanly to your existing systems?

Build with your team, not on top of them. Always design around your customer journey and not the latest tech hype.

Start With Strategy, Not Just Tools

AI in customer support is only as good as the strategy behind it. When you start with process, team readiness and customer need, you’ll choose smarter tools and build a system that actually scales.

What happens when you skip those steps? You’re not scaling, you’re just layering complexity.

→ Want to scale support the smart way with AI that actually works?

Get in touch as we help growing companies design customer support systems that combine automation with empathy and strategy with scale.

👉 Reach out to us here

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Scaling Customer Support: Fixing the Stack Before It Breaks

scaling customer support

Turning Potential into Performance

Early-stage start-ups are scrappy by design. You grab the first CRM that fits, add a chat tool when tickets pile up, and onboard agents when inboxes start to overflow.

But before you know it, you’ve stitched together a support stack held up by duct tape and goodwill.

And that’s fine, until it isn’t…

As your business scales, so must your customer support strategy. Because what works when you’re handling dozens of queries can quickly collapse under hundreds. And when the tools don’t talk, the tiers blur, and the team’s stretched too thin… It’s not just your support that suffers, it’s your customer experience, retention, and reputation.

What Does a Scalable Customer Support Stack Look Like?

A truly scalable customer support strategy has three core building blocks:

1. Tools That Talk to Each Other

The average support team uses a CRM, a helpdesk, a knowledge base, some form of automation or AI, and at least one internal dashboard. That’s a lot of moving parts.

But if these tools are siloed—if agents are switching tabs and copying data just to resolve a ticket—it slows everything down. Worse, it creates inconsistent service and lost insights.

The solution? A stack built on integration. Choose tools that work together, not just tools that check a box.

2. Tiering Designed for Growth, Not Just Speed

In the early days, it’s tempting to treat every ticket equally. But as volume grows, so should your tiering strategy.

A scalable model routes common, low-risk issues to self-serve channels or AI support, while more complex or high-value cases escalate to trained specialists.

This isn’t about automation replacing humans, it’s about using the right resource at the right time to preserve quality and efficiency.

3. Teams That Evolve With the Business

Many teams start with generalists: one person does everything from onboarding to refunds to tech support.

But that breaks as complexity grows. Scaling customer support means introducing defined roles, clear responsibilities, and professional development—especially for leads, QA, and training functions.

Support should grow as a discipline, not just in headcount.

What Breaks When You Don’t Scale Support Intentionally?

• Duplicate tools and disjointed data

• Overworked agents doing QA on the side

• Slower resolution times

• Customers falling through the cracks

• Leadership flying blind on customer trends

And perhaps most dangerously: support becomes reactive and tactical, not strategic.

What You Can Audit This Month

If your customer support strategy hasn’t had a health check lately, here are four quick wins to look at:

• Are your tools integrated, or are you copy-pasting between platforms?

• Is your tiering clearly defined? Does everyone understand it?

• Are you tracking performance beyond response time?

• Where are the manual workarounds that could be automated or simplified?

Support That Grows With You

Scaling customer support isn’t about throwing more people at the problem. It’s about designing a stack—of tools, tiers, and teams—that can flex, adapt, and perform as you grow.

We work with scaling tech companies to make that happen—bringing clarity to the chaos and turning support from an afterthought into a true business driver.

→ Want help reviewing or rebuilding your support stack?

Whether you’re just getting traction or already scaling, we can help design a support setup that works today and grows with you tomorrow.

👉 Reach out to us here

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Redesigning Customer Support Strategy: From Cost Centre to Growth Engine

customer support strategy

For many start-ups, the customer support strategy is one of the last areas to get serious investment.

It’s seen as a cost to manage, a box to tick — a necessary function that keeps the lights on but doesn’t really move the needle.

But that mindset is costing more than just money.

The Old View: Support as a Necessary Cost

Traditionally, support is set up to handle problems.

Tickets come in, agents respond, and the goal is simple: close it quickly and cheaply.

The result? Teams are structured for speed, not insight. Tools are selected for cost, not cohesion. And metrics measure volume, not value.

This setup might keep the wheels turning.

But it won’t help you scale sustainably — and it certainly won’t fuel growth.

The Shift: Start-Ups Are Rethinking Customer Support Strategy

Smart founders are beginning to view customer support strategy differently.

Not as a back-office cost centre… but as a frontline growth engine.

Here’s why:

• Customers don’t just want fast answers — they want reassurance and consistency.

• Support conversations reveal what your product gets right — and where it’s falling short.

• Great support turns users into loyal advocates (and even beta testers).

• Poor support? It turns paying customers into public critics.

Put simply: support touches every part of your customer experience.

If you’re not investing in that, you’re leaking value at every stage of your growth.

What a Strategic Support Function Looks Like

So what does it mean to run support like a growth function?

Here are five core levers to focus on in your customer support strategy:

1. Tiering That Works

Not every query needs a human — but not every customer wants a bot. Smart tiering lets you scale without compromising experience.

2. The Right Channels for Your Customer Base

Email might be cheap. But live chat, in-app support, or even asynchronous messaging might offer better retention and resolution. It’s about fit, not friction.

3. A Well-Integrated Tool Stack

CRMs, knowledge bases, AI assistants, reporting tools — these should work together, not in silos. If your team is switching tabs constantly, something’s off.

4. A Team Structure That Reflects Your Goals

As your business grows, your support team needs to evolve — from generalists to specialists, from ticket-resolvers to product partners.

5. Performance Metrics That Reflect Quality, Not Just Quantity

Time to first response matters. But so does resolution quality, customer satisfaction, and even product feedback capture.

Support Isn’t Just Operational — It’s Cultural

Here’s the thing most people miss:

Your customer support reflects your culture.

If your team is empowered, resourced, and respected — your customers feel that.

If your team is under pressure, underpaid, and unheard — they feel that too.

Support isn’t just a channel.

It’s a signal.

Start Here: What You Can Do This Quarter

If this resonates, you don’t need a full-scale transformation tomorrow.

But here’s where you can start:

• Review your tiering and channel setup — are they still fit for your current stage?

• Talk to your support team — what are they seeing that leadership isn’t?

• Check your metrics — are you measuring speed, satisfaction, or real success?

And if you’re unsure how to move forward, that’s where we come in.

→ Ready to turn your customer support into a strategic advantage?

Whether you’re scaling fast or just getting started, we help tech companies build customer support operations that grow with their business — not against it.

Transforming Potential into Performance

👉 Reach out to us here

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Crafting New Horizons: Exciting Updates and Offerings

Strategic Thinking

Introduction: Embracing Change and Growth

The first few weeks since the launch of CBDS have been a whirlwind of activity and innovation. Today, I’m thrilled to share a couple of exciting updates and offerings that underscore our commitment to growth and excellence. Our newly unveiled website and expanded consulting services signal a robust new chapter for our venture.

Our new website is live and serving as an essential digital gateway. The transition from a creative vision to a functional hub has been a fascinating journey, particularly the deep dive into the often mystifying field of SEO. While our mastery isn’t quite at Snape level yet, we’ve begun attracting genuine visitors, not just scraper bots! This achievement marks the first step in transforming our platform into a thriving virtual community for our products, services, and blog content.

A Hub of Possibilities: More Than Just a Website

At CBDS, we believe our website is a cornerstone of our business – a comprehensive hub rather than a mere digital brochure. It houses everything from informative articles and company updates to contact details, all crafted to better serve our community. Launching a website is not just about aesthetics but also about functionality and user experience. We have committed to ensuring our digital presence reflects our brand ethos and speaks directly to the needs of our clients.

One of the strategic benefits this website ushers in is the newfound ease in accessing our range of consulting services. As a medium of connection, it’s designed to be interactive and informative, seamlessly guiding visitors through our offerings and inspiring them to reach out for opportunities of collaboration.

Consulting Services Launch: Tailored Expertise for Dynamic Needs

As part of our lineup of updates, I am excited to highlight the launch of our consulting services. We focus on four specialized areas that cater to diverse business challenges with targeted solutions. First among these is Bespoke Training Program Development. By crafting custom-built training solutions, we aim to align with unique team dynamics, ensuring the strategies are both impactful and sustainable.

Next, our Customer Support Team Setup & Optimisation service offers tailored expertise to refine support frameworks, enhancing efficiency and customer satisfaction. We recognize that a robust customer support system is critical in maintaining a loyal customer base and driving business success.

Furthermore, our Outsourcing Support service provides comprehensive guidance on creating effective outsourcing strategies—from planning to managing partnerships. This service is designed to help businesses expand capabilities while optimizing costs and resources.

Finally, our Project-Based Business Consultancy is ready to tackle leadership and operational efficiency challenges with strategic support. Our team’s collective experience fuels our ability to pinpoint and address core issues, leading to substantial business improvements.

Your Role in Our Journey: An Invitation to Innovate

We’re not just offering services; we’re inviting you to partner with us in a journey toward mutual success. Whether it’s through bespoke training or operational optimisation via outsourcing, our commitment is to deliver service excellence and measurable results. Together, we can craft strategies that elevate your business.

We invite you to be part of this conversation. What challenges do you face in these fields? Share your experiences in the comments below or tag a colleague who could benefit from our solutions. Let’s engage, innovate, and elevate your business success story together.

Thank you for being an integral part of the CBDS journey thus far. Let’s continue to innovate, adapt, and level up—together!

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Closing the Skills Gap: Why Your Workforce Matters

Strategic Thinking

Why Investing in Your People is Key to Business Success

The skills crisis is real. LinkedIn’s latest Workplace Learning Report highlights a critical truth: organisations are facing a skills gap, with 57% of UK L&D professionals concerned their staff lack the talent to execute strategic goals. Closing the skills gap that exists today is more important than its ever been.

The Solution: Career Development

This report reveals that organisations prioritising career development significantly outperform those who don’t. They’re more confident in their profitability, better at attracting and retaining talent, and even more likely to be at the forefront of generative AI adoption.

Why Career Development is so Powerful

It goes beyond just training. It’s about creating a culture of growth and opportunity. Employees who feel valued and supported in their career journey are more likely to be engaged, loyal, and innovative.

Key takeaways:

  • Career development champions: These organisations have robust career development programs and achieve better business outcomes.
  • Generative AI and career development: The report shows a strong correlation between mature career development initiatives and successful GAI adoption.
  • Employee engagement: Companies with strong career development programs see higher employee engagement with learning, leading to a flow of business-relevant skills.
  • Promotions and leadership: These companies also see higher rates of promotions, especially into management and leadership positions.

Closing the Skills Gap: Conclusion

Invest in your people. By creating a culture that supports their career growth, you’ll not only build a more engaged and loyal workforce, but also unlock your company’s full potential for success.

Want to learn more? Check out the full report from LinkedIn for a deeper dive into the data and actionable insights.

Let’s start a conversation! Share your thoughts on the importance of career development and how you’re investing in your team’s growth.

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Are We Ignoring Burnout? Strategies for Leaders

course + coaching bundle

Understanding the Burnout Epidemic

Burnout has become more than just a buzzword. It is a crisis that silently undermines the productivity, morale, and well-being of our teams. As leaders, are we ignoring burnout? We have a responsibility to take care of our team members. Our duty is not just to achieve targets. We must also nurture the mental health of our team members. We often find ourselves buried under the weight of our responsibilities. As a result, we inadvertently overlook the signs of burnout. These signs manifest in various forms. Fatigue is one indicator. Lack of motivation is another. A dip in performance also signals that we must be vigilant about these issues.

Recognising burnout is not merely about identifying symptoms; it involves understanding the root causes that lead to this state. The modern workplace is riddled with high expectations. It is also burdened by increased workloads and relentless deadlines. These challenges are compounded by the pressures of balancing work and personal life. Creating a supportive environment for mental health can seem daunting. However, we must accept this challenge as leaders.

Strategies That Make a Difference

To effectively tackle burnout, we need actionable strategies. These strategies must not only serve to pinpoint the issue but also engage those affected in crafting solutions. I’ve spent considerable time reflecting on this challenge. This reflection led me to talk with professionals in all walks of life. I listened to their experiences. They spoke about living with and dealing with poor mental health. They also shared how they support those around them while working to combat burnout. Implementing strategies to combat these problems, which are often seen as taboo, involves more than just ticking boxes. It requires heartfelt conversations and a commitment to continuous improvement.

Claim Your Free Guide to Combat Burnout

I’ve created a handy guide and checklist to aid leaders like you in navigating the complex landscape of burnout. They are available for free for a limited time! This guide offers structured strategies to identify and manage burnout effectively. It also initiates essential dialogues that can lead to real change within your organisation. Equip yourself with the tools you need to confront burnout head-on and support your team’s mental health.


Now, it’s your turn to take action! I invite you to claim your copy of our free guide and checklist today by signing up to our email list below. Share your experiences in recognising and addressing burnout, whether for yourself or your teams, in the comments below. By breaking the taboo surrounding this critical issue, we can collectively foster healthier work environments. These strategies and others are covered in depth in our ‘How to Develop Your Team‘ course. It is available now at a limited time launch price.

Let’s not wait any longer; it’s time to act!

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Mastering Leadership Skills for Lasting Impact

Mastering Leadership Skills for Lasting Impact

An Introduction to Transformative Leadership

In today’s fast-paced professional landscape, mastering the fundamentals of leadership is merely the beginning. As professionals strive to excel, the focus must shift towards advanced strategies that empower teams and drive results. Our ‘How to Develop Your Team’ course invites you to embark on a journey of mastering leadership skills for lasting impact. It offers a transformative approach, strategically diving into critical areas of leadership that are often overlooked but essential for any leader aspiring to reach the next level.

By engaging with advanced concepts such as adding value, fostering continuous improvement, and instilling a culture of empowerment and accountability, participants will gain insights that distinguish average leaders from exceptional ones. This course serves as a roadmap for individuals committed to ongoing professional development and personal growth. As you navigate through these concepts, you will discover how to make a lasting impact within your organisation while fostering an environment of trust and collaboration.

Mastering Leadership Skills for Lasting Impact

To become an effective leader, one must develop critical skills that enhance not only personal capabilities but also the performance of the entire team. Continuous learning sits at the heart of this journey. It involves actively seeking opportunities for self-improvement and encouraging others to do the same. In our course, we emphasise the importance of adaptability and resilience in leadership. These traits enable leaders to respond effectively to changing circumstances, ensuring their teams remain motivated and productive even during challenging times.

Moreover, the concept of empowerment plays a pivotal role in elevated leadership. When leaders trust their teams and delegate authority, they foster a sense of ownership that leads to increased engagement and innovation. Each participant in our course will learn how to implement strategies that encourage team members to take initiative and make decisions. By focusing on accountability, leaders can create a culture where every team member feels responsible for achieving collective goals, ultimately driving the organisation towards success.

Embrace Continuous Learning for Leadership Excellence

As we dive deeper into transformative leadership strategies, it becomes clear that continuous learning should not be viewed as a sporadic endeavour but rather as a lifelong commitment. Great leaders recognise that personal and professional development is a journey, not a destination. Our course reinforces the idea that by cultivating a mindset of continuous improvement, leaders can inspire their teams to strive for excellence in all facets of their work.

In addition, the importance of self-reflection cannot be overstated. By regularly assessing their own leadership styles and practices, leaders can identify areas for improvement, sharpening their skills over time. This proactive approach not only enhances personal effectiveness but also sets a powerful example for the team. Ultimately, embracing these advanced concepts will not only transform your approach to leadership but will also unlock your team’s full potential, paving the way for exceptional achievements and lasting success.

Conclusion: Your Path to Leadership Mastery

In conclusion, if you are eager to begin mastering leadership skills for lasting impact, our ‘How to Develop Your Team’ course provides the necessary tools and insights to help you succeed. By focusing on transformative leadership strategies, you will be equipped to create impactful change within your organisation. Take the leap and invest in your professional development today. Click the links above to learn more and start transforming your leadership journey!

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Unlocking Leadership: Essential Skills for Success

Burnout guide

The Hidden Cornerstones of Leadership

Leadership is often viewed through the lens of authority and titles, yet this perspective can obscure the true essence of what it means to lead. The fundamental skills of exceptional leadership, such as active listening, empathetic communication, and strategic follow-up, are frequently overlooked. These essential skills for success serve as the cornerstone of professional success. When leaders commit to developing these core competencies, they foster an environment rich in opportunities, productivity, and innovation.

Moreover, true leadership is defined by its impact rather than its position. By prioritising relationships and understanding human dynamics, a leader maximises their potential to not only navigate complex challenges but also inspire their teams. This approach transforms traditional management into a more engaging and dynamic style of leadership that elevates both individuals and the organisation as a whole. Thus, investing time and effort in honing these skills can yield remarkable outcomes in team performance and morale, proving that leadership is indeed a journey of continuous learning and growth.

Embracing Essential Skills for Success to create a Lasting Impact

To truly unlock your leadership potential, you must embrace and cultivate a range of core competencies that can serve as life accelerators. Key among these are the abilities to listen actively, communicate with empathy, and make data-driven decisions. Active listening allows leaders to fully grasp the perspectives and ideas presented by their team members, fostering an environment of respect and collaboration. By encouraging open dialogue, leaders not only show that they value input but also gather critical insights that can drive collective success.

In addition, empathetic communication strengthens relationships between leaders and their teams, building trust and rapport. When people feel understood and valued, they are more likely to engage deeply, contributing their best efforts. On the other hand, making decisions based on data ensures that choices are grounded in reality and backed by evidence, leading to more effective strategies. Overall, by integrating these core competencies into your leadership practice, you lay the groundwork for a culture of transparency, innovation, and high performance.

Empowering Transformation Through Leadership Skills

As you embark on your journey to become a transformative leader, consider the importance of developing critical skills that not only enhance your own effectiveness, but also inspire those around you. The ability to ask probing questions, maintain strategic awareness, and delegate responsibility can significantly influence your effectiveness as a leader. Each of these skills is a stepping stone toward navigating challenges with clarity and confidence, ultimately resulting in a more cohesive and high-performing team.

To support you in this journey, our ‘How to Develop Your Team‘ course offers a comprehensive approach to mastering these essential leadership skills. By participating in this course, you will learn practical techniques for not only managing but also inspiring your team. Equip yourself with the tools and knowledge necessary to cultivate an atmosphere where everyone thrives, and watch as your leadership style transforms the way work is done within your organisation. Don’t wait—join us today and unlock your potential as an impactful leader.

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Unlock Team Potential Through Self-Reflection

how to develop your team

The Importance of Self-Reflection in Team Development

When embarking on a new course, particularly one focused on team development, it’s common for students to dive headfirst into the topics outlined in the syllabus. However, this approach can sometimes overlook a crucial aspect: Unlock team potential through self-reflection. Before analysing the dynamics of your team, it’s beneficial to first assess your own leadership skill competencies. Turning the lens upon yourself allows for a deeper understanding of your strengths and weaknesses, setting the stage for more effective team interactions.

Self-reflection acts as a powerful tool for identifying potential root causes of issues that may arise within the team. By examining your own behaviours, decision-making processes, and communication styles, you can determine if personal factors are influencing team dynamics. This introspection not only clarifies your role but also aids in recognising whether challenges stem from individual leadership styles or systemic issues within the team.

Establishing a Baseline for Leadership Competencies

Understanding your leadership skill competencies is essential for fostering a productive environment. By creating a baseline through self-assessment, you gain insight into what drives your effectiveness as a leader. This process involves evaluating your ability to engage team members, resolve conflicts, and distribute tasks efficiently. When you comprehend how you influence your team, you can take proactive steps to address weaknesses that may hinder overall performance.

Moreover, acknowledging your baseline allows for more targeted developmental opportunities. Once you identify specific areas for improvement, you can seek out resources or training that cater to those needs. This targeted approach not only accelerates personal growth but directly enhances the capabilities of the team, creating a ripple effect that positively impacts team dynamics.

Unlock Team Potential Through Self-Reflection

The benefits of self-reflection extend beyond individual growth, significantly impacting the team as a whole. When leaders demonstrate awareness and accountability, they cultivate an atmosphere of trust and openness. This in turn creates opportunities for team members to feel safe in expressing their thoughts and concerns. Consequently, feeling valued and heard can vastly improve team collaboration and innovation.

As you embark on our ‘How to Develop Your Team’ course, you will find that the initial section, ‘All About You,’ is designed to facilitate this self-reflection. The insights gained from this exercise provide a necessary foundation for addressing team dynamics effectively. Rather than merely applying a set of strategies for team improvement, leveraging self-awareness ensures that solutions are tailored and relevant to both the leader and the team. By understanding the nuances of your leadership style, you empower yourself to create sustainable changes that enhance team collaboration and effectiveness.

Conclusion

In summary, taking the time for self-reflection is a foundational step in any course on team development. By focusing on your leadership skill competencies before evaluating your team, you can more accurately identify the root causes of issues and implement effective solutions. This conscious approach not only fosters personal growth but also enriches team dynamics. To explore these concepts further, consider enrolling in our course to elevate your leadership potential while empowering your team to flourish.

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Why Team Development Matters

how to develop your team

Building the Foundations

The reason we are starting out by focussing our first why team development matters is because this super important topic often gets overlooked by businesses and individuals when they begin looking at ways to grow or to become more successful. Often it gets viewed as being secondary to more higher profile topics like ‘How to Employ Strategic Thinking’ or ‘Integrating AI Into Your Business’.

Of course, both of these topics are red hot right now and as such both are already in development to become future CBDS courses. But before you get into these sorts of big ticket items, you need to be sure that you have a solid foundation in place from which you can build upon.

Having a good foundation enables you to begin moving forward with confidence. Knowing that your team has the right support mechanisms in place, that they understand what it is you are trying to do, where you want to go and a clear vision for getting there, puts you in the best possible place to gain buy-in ultimately leading to success.

By putting the time and effort in now to ensure that your team is set up and supported correctly, that it has the right set of measurements in place for tracking progress, you are helping yourself avoid a whole world of headaches when you start pulling levers to effect big change.

To learn more about all of this, sign up now to our ‘How to Develop Your Team‘ course to take advantage of our limited time launch offer!