Have you mastered the tightrope of efficiency and personalised care that makes your customers feel seen, heard and valued? Mike Clark explores the sweet spot where automation and genuine human interaction seamlessly intertwine to give exceptional customer experience.

Mike Clark explores how examining processes and involving the team can lead to smoother (and faster) operations, improved productivity and happier culture.

Human beings are wired to ‘read’ other humans. Our ability to discern a lot about someone within a short space of time has been the topic of much research, many books, discussions and debates. The human brain has to process a lot of information and loves to make shortcuts through pattern recognition.