Guides for people who have to change behaviour.
Practical writing on how customer-facing teams actually improve — what works, what does not, and how to measure the difference.
For team leaders
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20 July 2026 · 5 min read
AI roleplay training: what it is and when it beats a classroom
What AI roleplay training is, how it works, where it beats classroom training, and how to tell whether it fits your sales or service team.
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14 July 2026 · 4 min read
Why sales training does not stick — and the four things that fix it
Most sales training is forgotten within weeks. Why knowledge transfer fails, and the four mechanisms that make behaviour change actually last.
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22 July 2026 · 4 min read
12 sales roleplay scenarios worth running (and how to score them)
Twelve sales roleplay scenarios that map to where deals actually go wrong, with the buyer behaviour to brief and the criteria to score each one against.
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18 July 2026 · 4 min read
10 customer service scenarios every support team should rehearse
Ten customer service and contact centre scenarios worth practising before they happen for real, with the customer behaviour to brief and what to assess.
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25 July 2026 · 4 min read
How to measure sales training ROI without fooling yourself
How to measure the return on sales and service training: what to baseline, which metrics survive scrutiny, and the attribution traps to avoid.
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