Leadership Success

In 2026, the opportunity is to run connected AI workflows with clear ownership, reliable handovers and measurable customer outcomes.

In today’s hyperconnected world, the phrase digital transformation is on every executive’s agenda. Boards demand it, competitors pursue it, and custom...

AI agents make ownership more important in 2025: define permitted actions, escalation routes and the evidence needed to trust a result.

For 2024, connect AI experiments to trusted customer context, clear responsibility and measurable improvements in daily work.

Generative AI enters 2023 with real promise. Start with a bounded task, human review and a clear measure of usefulness.

In 2022, connect conversations to customer records and clear ownership so collaboration leads to completed work.

The 2021 leadership challenge is to make remote collaboration and digital customer service dependable after a year of rapid change.

For 2020, the opportunity is to turn connected customer data into a better handover between marketing, sales and service.

The next big thing in 2019 starts with leadership: clear decisions, time to experiment and responsibility for the customer experience.