In business, real breakthroughs don’t just come from data or dashboards...they come from mindset. Heart Mode is about believing in what’s possible, focusing on people, and making decisions that connect deeply with customers and teams. In this blog, I share ideas, insights, and my stories to inspire a more human, impactful way to lead.

In a world where so much of customer experience is becoming automated and contactless, the smallest human touches can leave the biggest impression. This blog explores how generosity in CX doesn’t have to mean grand, expensive gestures, sometimes, it’s as simple as a cookie at lunch or a chocolate on your pillow. 

The most valuable insights don’t come from watching what customers do, they come from understanding why they do it. Behind every booking, every purchase, every click sits a motivation. In this blog, I share how uncovering these deeper motivational drivers can transform not only marketing and operations, but the way you connect with customers altogether.

Most businesses don’t need more data, they just need better ways to connect it. This blog explores how breaking down data silos and reframing existing insights can reveal the ‘why’ behind customer behaviour, helping you turn insight into action.

Customer insight isn’t just for Marketing teams, it’s the fuel that powers every function. In this blog, I share how Finance, Operations, and Marketing can all use the same customer lens to forecast smarter, design better experiences, and create more meaningful campaigns. I also explore why the real challenge isn’t generating insight, but embedding it across the business so it becomes part of an organisation’s DNA.