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The Rigged Pilot
Read more: The Rigged PilotEditor’s Note: This article stands on its own, but the themes connect closely to the principles outlined in the Experience Center Operating Model, where I…
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The Discipline of Decision Journaling
Read more: The Discipline of Decision JournalingEditor’s Note: If Jeff sounds familiar, it is because he appears throughout this series as a composite leader, someone experienced, capable, and navigating modern complexity.…
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The Moment Fire Was Invented
Read more: The Moment Fire Was InventedThe Moment Fire Was Invented Editor’s Note This post uses fire as a metaphor for pivotal moments in leadership and operations, including one recent, very…
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Every Leader Must Have Operations in Their Blood
Read more: Every Leader Must Have Operations in Their BloodEvery Leader Must Have Operations in Their Blood I was recently in a conversation with a colleague about what makes a great people leader. The…
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Operations Is Not Just Data, Workflows, and Execution
Read more: Operations Is Not Just Data, Workflows, and ExecutionOperations Is Not Just Data, Workflows, and Execution For most of my career, I believed that if you could see the work clearly, you could…
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Modern Operations Leaders Must Decide How AI and Automation Show Up
Read more: Modern Operations Leaders Must Decide How AI and Automation Show UpModern Operations Leaders Must Decide How AI and Automation Show Up For a while, the conversation around AI felt straightforward. Efficiency. Speed. Automation. Then I…
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AI Use Cases and Prompts for Leaders: How Executives Should Actually Use AI to Think, Decide, and Lead
Read more: AI Use Cases and Prompts for Leaders: How Executives Should Actually Use AI to Think, Decide, and LeadAI is not replacing leadership—but it is reshaping how effective leaders prepare, think, and show up. The real advantage isn’t access to more tools; it’s…
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Book Review: The Seven Rules of Power
Read more: Book Review: The Seven Rules of PowerThe Seven Rules of Power by Jeffrey Pfeffer Summary Practical guidance on building influence through visibility, alliances, timing, and reputation. How it personally impacted my…
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The Contact Center Is Gone, and That Is a Sign of Progress
Read more: The Contact Center Is Gone, and That Is a Sign of ProgressThe Contact Center Is Gone, and That Is a Sign of Progress Editor’s Note: This article reflects a personal and professional evolution shaped by decades…
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Book Review: Power
Read more: Book Review: PowerPower by Jeffrey Pfeffer Summary An unfiltered look at how influence actually works inside organizations: visibility, alliances, reputation, and narrative. How it personally impacted my…