Reality Training

20/08/2026

Every CX leader knows this conversation.

The policy says no.

The relationship says...

Maybe.

Balancing commercial reality with customer experience requires judgement.

Not rules.

We’ve explored this – the fifth conversation that matters more than ever - in our new guide, The 7 Conversations AI Can’t Handle.

Comment GUIDE and we’ll send you a copy.

20/08/2026

Know someone with a job interview coming up? Send them this.

A good interview should give the candidate a chance to find things out too.

What will success look like? What challenges are they walking into? What do the best people in the role do differently?

In the latest episode of The Reality of Business, Bob and Jeremy share more questions candidates can ask in a job interview, why those questions matter and how to take a more active role in the conversation.

🎧 How to Interview Better (Part 2): The Questions Every Candidate Should Ask

Listen wherever you get your podcasts.



📸 BRAND Photography by Suzanne Kentish

13/08/2026

CX Leaders… The customer asks something unexpected.

They change topic.

Tell a story.

Introduce emotion.

Now what?

This is where experienced advisors shine.

And where rigid AI falls down.

This is conversation four in our new guide, The 7 Conversations AI Can’t Handle.

Comment GUIDE and we’ll send you a copy.

06/08/2026

CX Leaders… Sometimes the right answer isn’t enough.

Customers also need:

✔️ Reassurance
✔️ Confidence
✔️ Empathy
✔️ Someone who understands

Those moments create loyalty.

They’re also remarkably difficult to automate.

We’ve explored why and it’s conversation number three in our new guide, ‘The 7 Conversations AI Can’t Handle’.

Comment GUIDE and we’ll send you a copy.

06/08/2026

Ever finished interviewing someone and thought, “I still don’t know whether they’re the right person”?

Which interview question has told you the most about a candidate?

We’d love to hear it.

06/08/2026

Ever spent longer in a passport queue than you did on the flight?

Bob's latest article for Travel Weekly UK looks at why these delays are becoming such a problem for travellers, businesses and the travel industry.

Business trainer Bob Morrell highlights border delays and service failures

30/07/2026

CX Leaders…

Sometimes customers complain about a delivery.

Sometimes they’re really complaining about feeling ignored.

Great advisors recognise the difference.

AI can recognise the words, advisors recognise what the customer really means.

This is the second conversation type we explore in our new guide, The 7 Conversations AI Can’t Handle.

Comment GUIDE and we’ll send you a copy.

28/07/2026

Very quickly?

“It’s a nice bike… I’m going to think about it.”

The customer has almost made their decision.

Rather than asking them to commit, the salesperson suggests one small next step.

“Should we look at the lights that go with it, very quickly?”

The Very Quickly Close helps keep the conversation moving without piling on the pressure.

Small agreements often lead to bigger decisions.

That’s the final part of our Sales Closes series. Which close has been your favourite?

23/07/2026

Is Glengarry Glen Ross still relevant today?

More than 40 years after it was first performed, David Mamet’s play is still sparking debate among salespeople.

After seeing the new all-female production at London’s Old Vic, Bob and Jeremy sat down to talk about what they thought.

They discuss:

• Whether the production works
• What the play gets right about selling
• How sales has changed since the 1980s
• And why salespeople still keep coming back to it

Have you seen the play or the film? We’d love to hear what you thought.

🎧 Listen wherever you get your podcasts or find the link in comments.



📸 BRAND Photography by Suzanne Kentish

23/07/2026

CX Leaders...

Your chatbot worked perfectly.

Your website answered every question.

Your knowledge base was accurate.

So why is the customer still calling?

Because they’ve already tried everything.

By the time the customer reaches your advisor, the conversation usually isn’t about information anymore.

It’s about frustration.

These conversations require curiosity, empathy and judgement.

Not another script.

It’s one of seven conversation types we explore in our new guide, The 7 Conversations AI Can’t Handle.

Comment GUIDE and we’ll send you a copy.