When the CEO held a virtual town hall in 2020 and said there needed to be layoffs, I knew I would be one of the first to go because I served zero purpose at that point.
Customer service skills define how effectively employees represent a brand and resolve customer needs. In every industry, these skills determine whether a business builds loyalty or loses trust. Customers today expect responsiveness, empathy, and accuracy across every touchpoint-from phone calls and chats to social media interactions.
Recent data from The TalentLMS 2026 L&D Benchmark Report reveals a 19-point perception gap on AI learning support. 83% of HR leaders believe they actively support AI learning, but only 64% of employees agree. This extremely polarized viewpoint raises an uncomfortable question: If leaders are this far off on AI skills support, what else might they be misreading about their teams' capabilities?
To successfully repair after a mistake, you need to acknowledge and name the mistake, validate the other person's feelings and viewpoint, and create a plan for the specific actions you will take to prevent this mistake from occurring again.
I believe we've yet to fix the challenge around silos, but I have seen a lot of people being unafraid to start again and find their new potential, whether that's in a new workplace, a new country, or even a completely new sector. There's an appetite to learn more, know more, and do more, and honestly I love that. I think the bravery is also in the ability to share.
In a constantly changing workplace shaped by evolving technology and demanding customers, learning and upskilling are no longer optional; they are essential. Therefore, employees should be adaptable to shifting job requirements to stay relevant and competitive. Workplace learning today is more than just on-the-job training. It has become more dynamic. Bite-sized study modules, mobile-first lessons, and AI-based personalized learning have replaced traditional, classroom-style training sessions, making learning more accessible and convenient for on-the-go learners.
Many professionals focus on big projects and headline achievements, but research shows that soft skills and visibility strongly influence promotions. LinkedIn data reveals that employees who combine hard and soft skills get promoted about 8% faster than those who focus only on technical abilities, and skills like communication, teamwork and problem solving are linked to promotions up to 11% faster. Regularly updating and showcasing your skills is also tied to faster advancement.
"I always wanted this job -- I worked towards it," he said. "If you want to climb the ladder, you've got to try things that are outside your comfort zone, which I certainly have. That means I've made mistakes along the way."
