Listen before prescribing
Understand existing training, team strengths, vertical experience and successful practices. Shape priorities with the people closest to customers.
05 / LEADERSHIP
Build on strengths.
Stay ahead of change.
My starting point is to understand the people, current capability and customer context. From there, agree how best to sustain performance and keep the team’s messaging relevant.
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Keep learning together.
Keep the customer in focus.
Keep the value clear.
A leadership principle · Brad Moore
Connect capability and confidence
Support technical depth, commercial fluency and executive communication through targeted coaching, peer learning and current product knowledge.
Align the customer story
Maintain a shared narrative with Sales, Services, Product and partners, grounded in Genesys’ value proposition and the customer’s business priorities.
Use evidence to keep improving
Agree a small, useful scorecard. Review customer outcomes and production adoption alongside team capability, workload and feedback.
A SCORECARD TO AGREEUseful measures.
Useful measures.
Shared ownership.
These are proposed areas to baseline, not assertions about current performance or predetermined targets.
- Customer outcomes and quality
- Qualified AI opportunity attach
- Proof-of-value to production progression
- Time to verified value
- Responsible usage and full delivery cost
- Team confidence, capability and capacity