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Part 4: Onboarding Is a Capacity Event
Read more: Part 4: Onboarding Is a Capacity EventEditor’s Note This article is part of The Experience Center Operating Model, a series exploring what it actually takes to run a modern support experience…
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Part 3: The Math Works. The Experience Still Breaks
Read more: Part 3: The Math Works. The Experience Still BreaksEditor’s Note This article is part of The Experience Center Operating Model, a series exploring what it actually takes to run a modern support experience…
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Part 2: Forecasting Is Not a Spreadsheet
Read more: Part 2: Forecasting Is Not a SpreadsheetEditor’s Note This article is part of The Experience Center Operating Model, a series exploring what it actually takes to run a modern support experience…
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Part 1: The Day the Queues Lied
Read more: Part 1: The Day the Queues LiedEditor’s Note This article is part of The Experience Center Operating Model, a series exploring what it actually takes to run a modern support experience…
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Book Review: Be Useful
Read more: Book Review: Be UsefulBe Useful by Arnold Schwarzenegger Summary Frames success as contribution, discipline, and responsibility, emphasizing action over intention and usefulness over status. How it personally impacted…
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Book Review: Empathy in Action
Read more: Book Review: Empathy in ActionEmpathy in Action by Tony Bates Summary Positions empathy as a leadership discipline that must translate into decisions, behaviors, and systems to build trust and…
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Book Review: The Happiness Advantage
Read more: Book Review: The Happiness AdvantageThe Happiness Advantage by Shawn Achor Summary Connects positive psychology to performance and resilience, reframing well-being as an input to outcomes rather than a reward…
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Book Review: Shoe Dog
Read more: Book Review: Shoe DogShoe Dog by Phil Knight Summary A candid account of building Nike, showing growth through uncertainty, risk, persistence, and messy execution. How it personally impacted…
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Book Review: The Ride of a Lifetime
Read more: Book Review: The Ride of a LifetimeThe Ride of a Lifetime by Robert Iger Summary A leadership memoir centered on stewardship, decision-making, and building trust across creative and operational domains. How…
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Book Review: The Wisdom of the Bullfrog
Read more: Book Review: The Wisdom of the BullfrogThe Wisdom of the Bullfrog by William H. McRaven Summary A collection of leadership lessons focused on judgment, ethics, and composure under pressure. How it…