The Reality of Business

Bob and Jeremy share what they learned at a three-day London customer experience (CX) conference and why AI now sits inside almost every customer journey. As AI takes care of more of the routine work, the human conversations left behind are often the difficult ones – emotional complaints, complex problems, retention calls and moments where judgement still matters. Bob and Jeremy also challenge som...

What role should contact centres play in your business? In this episode – the final part of our recent contact centre series – Bob & Jeremy look at how contact centres are evolving from cost centres into drivers of customer experience, sales and retention.  As AI and automation handle more routine enquiries, the value of human interaction is shifting towards higher-quality, more complex conver...

What does a contact centre team leader need to focus on today? In this episode - the second part of our contact centre series - Bob and Jeremy explore how contact centre leadership is evolving. As AI and automation take on more of the reporting and admin, team leaders are being asked to focus more on coaching, performance management and customer experience. They discuss common challenges in contac...

What does the future of contact centres look like for the people on the frontline? In this episode – the first in our three-part contact centre series – Bob and Jeremy look at how AI is changing the role of contact centre agents and customer experience teams. As AI handles more routine calls and admin, human conversations are becoming more complex, emotional and valuable. Bob and Jeremy discuss wh...

Why do some people push harder at work while others just do the minimum? In this episode of The Reality of Business, Bob and Jeremy look at how incentives, rewards and recognition really affect employee motivation. They talk about the difference between incentives and perks, why some bonus and commission schemes work while others backfire, and how things like fairness, culture and recognition shap...

We’ve all sat in meetings where a lot of word are used, and nothing really gets said.  In this episode, Bob and Jeremy talk about the language that’s crept into politics and management over the years. The phrases that sound confident and purposeful but often dodge the issue or leave everyone none the wiser. Why do we accept that certain areas of work and public life are packed with oddly chosen te...

Standards are essential for successful, growing brands.  But here’s the real question: what are your standards? Can your people clearly explain them? Do they know what ‘good’ looks like day to day? And are those standards actually being maintained or quietly ignored? In this episode of The Reality of Business, Bob and Jeremy talk honestly about why standards have slipped across sales, service and...

If you’re always busy but nothing really seems to move forward, this episode is for you. In part two of our Team Leaders series, we take a closer look at what gets in the way of consistent leadership and how to get back on track. It’s a practical conversation about replacing firefighting with focus and giving your team (and yourself) a clearer sense of direction. From endless meetings to shifting...

If you lead a team, or have just started, this is part 1 of two episodes all about making that role easier and more effective. We talk about the stuff that’s hard: What to do when someone says the rules don’t apply to them How to respond without backing down or starting a row Dealing with likeable people who still aren’t performing Helping quiet team members feel confident to speak Getting two peo...

Are your days full of meetings, messages, and madness? Feel like you’re reacting instead of creating? In this episode, Bob and Jeremy take on the chaos of modern working life – hybrid schedules, constant pings, and the illusion of being ‘back-to-back’ busy – and show you how to get a real grip on your time. From Stephen Covey’s time matrix to Ivy Lee’s brilliantly simple ‘Success Six’, they share...

What does it take to build a successful sales training business - and still be laughing 25 years on? In this special anniversary episode, Bob and Jeremy reflect on the lessons, surprises, and stories they’ve collected over a quarter of a century of running a training company . One of the biggest revelations? Learning to take business a little less personally. As Bob admits, “Every knockback felt l...

Sales managers & salespeople: Be honest - have you ever assumed a customer wouldn’t go for the higher-priced option so you left it out altogether?  You might be losing more sales than you think. It’s easy to filter choices for customers based on your own biases or assumptions, often without realising you’re doing it. But when you take the decision away from the buyer, you limit their options –...

Are values just words on a wall? Or something you’re willing to stand by – even when it’s hard? In this episode, Bob & Jeremy take on the uncomfortable question many businesses are now facing: What happens to your integrity when you quietly scale back your DEI programme? We’re seeing it everywhere - big names like Google, Pepsi, and investment banks are stepping back from the DEI work they onc...

Don't you love a sales conference?  Motivating your customer-facing teams to sell with greater enthusiasm...  "There, you've had your sales conference - are you more motivated now?"  "Yeah!"  Really?  Does your sales conference actually deliver the impact you’re hoping for? You’ve invested time, energy, and budget into your annual event – but does it truly equip your...

What if marketing could be as surprising and impactful as guerrilla warfare?  In this episode of The Reality of Business , Bob – an enthusiast of military history – and Jeremy share insights into the art of ambushes and raids, translating these military principles into creative marketing campaigns that surprise and engage audiences in unexpected ways.  They revisit the revolutionary ideas of J. Co...

Struggling to retain loyal customers? Feeling the pressure of rising costs or sustainability demands? In this episode, we’re to help you work out the secrets of business success in 2025 and come out stronger than ever. We kick things off with a light-hearted sketch before exploring practical strategies to keep your best customers engaged and scale your business without sacrificing quality. Using i...

Digital nomads: A lifestyle revolution or a passing trend? Can remote work truly free us from the traditional office, blending adventure with productivity? Or is it an overhyped fad destined to fade away? Join us as we explore the intriguing world of digital nomads – exploring the rise of this global phenomenon and the unexpected challenges it brings. Through engaging anecdotes and a fictional exc...

What truly makes employees want to stay, grow, and give their best? In this insightful episode, Bob and Jeremy discuss the complex world of employee motivation and retention, blending historical perspective with actionable strategies to help you rethink workplace satisfaction. Starting with Henry Ford’s revolutionary workweek reforms, their discussion moves through decades of evolving workplace cu...

How do you measure a company's performance effectively?  Join us for a lively exploration of performance measurement in organisations, complete with a humorous sketch that pokes fun at the murky world of target setting. We unravel the history of performance measurement, tracing its roots from the chaos of the Industrial Revolution to the precision of today's AI-driven insights. Discover...

Ever wondered how you can transform a toxic workplace relationship into a thriving collaboration?  In this episode, we unravel the example case of Maureen and examine how executive coaching can turn around even the most challenging team dynamics. We delve into the core principles of coaching as a client-centered, goal-driven partnership that stands apart from traditional training methods. By explo...

In the fourth and final episode of The Reality of Business mini-series, inspired by their upcoming book Whose Side Are You On? Disloyal Bonding and Strategic Lies , Bob Morrell and Jeremy Blake uncover the essential steps to building a loyal, trustworthy workforce that will transform your business. Throughout this episode, Bob and Jeremy reflect on crucial lessons covered in the series – spotting...

In the third episode of our mini-series inspired by Whose Side Are You On? Disloyal Bonding and Strategic Lies , Bob & Jeremy continue their examination of deceptive business practices that manipulate customer loyalty – such as disloyal bonding and strategic lies. Through insightful role-plays, they reveal real-world examples: a coffee shop falsely promoting recyclable materials, a tailor’s de...

What happens when businesses prioritise short-term gains over long-term integrity? In the second episode of a special mini-series inspired by their upcoming book, Whose Side Are You On? Disloyal Bonding and Strategic Lies , Bob and Jeremy explore the hidden dangers of strategic lies in the corporate world. When businesses prioritise short-term gains – whether to boost senior executives’ desire for...

Have you ever wondered if offering a small favour to a customer could unravel an entire organization's integrity? Join Jeremy Blake and Bob Morrell as they illuminate the hidden world of disloyal bonding and strategic lies within contact centres and beyond. In this episode, inspired by their upcoming book "Whose Side Are You On? Disloyal Bonding and Strategic Lies," they uncover the...

This introduction is written by an AI bot provided by the podcast broadcaster.  The description is edited slightly but it saves an hour of work every time a new episode is published. Bob Morrell and Jeremy Blake unravel the intriguing evolution of artificial intelligence, from its mythological origins to today’s cutting-edge innovations. You'll learn how ancient legends, like medieval golems...