AI Flywheel Image
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Is AI Really Transforming Customer Service? Or Just Handling the Mess?

ByPaul Dobinson

Every week brings another headline about AI reinventing customer service. “AI agents now handle thousands of support requests.”“Chatbots are deflecting 40% of inbound interactions.”“Digital assistants are reshaping contact centres.” All true — and yet, here’s the uncomfortable question: If AI is transforming customer service, why are customers still reaching out so much? We’re Still Fixing…

Robots standing around a barrel with a fish in it. Caption, Sometimes, Simple Works
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🐟 Pacific Blue-Eyes, AI, and the Over-Engineering Trap

ByPaul Dobinson

I stumbled across a beautifully simple idea the other day: placing native fish like Pacific Blue-eyes into rain barrels that collect overflow from water tanks to stop mosquitoes breeding. It’s a classic Aussie summer dilemma: you want to store rainwater for your garden, but standing water becomes a mozzie nursery. And with climate change and…

From WFH to WTF: Why Full-Time Office Life Feels Impossible
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From WFH to WTF: Why Full-Time Office Life Feels Impossible

ByPaul Dobinson

How did anyone used to do it? Five days a week in the office.School drop-offs. Dog walks. Hour-long commutes.Dinner on the table, footy training, homework supervision, laundry, groceries, deliveries, tradies, life admin… all somehow done before falling asleep in front of the 9:30 news. And now some leaders want us to “get back” to that?…

Hidden Potential by Adam Grant
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Hidden Potential – Growth Isn’t Linear (And That’s the Point)

ByPaul Dobinson

A Book Review of “Hidden Potential: The Science of Achieving Greater Things” by Adam Grant One of the best books I’ve read recently is Hidden Potential by Adam Grant. It’s sharp, well-researched, and full of ideas that challenge the way we think about talent, success, and how people actually grow—not just in business, but in…

Be More Ronaldinho. Be Less Carlton Palmer. Sales Is a Beautiful Game, Too.
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Be More Ronaldinho. Be Less Carlton Palmer. Sales Is a Beautiful Game, Too.

ByPaul Dobinson

In today’s world of AI-driven sales coaching, are we nurturing creativity or stifling it? Inspired by the mercurial brilliance of Ronaldinho versus the rigid reliability of Carlton Palmer, this post explores how coaching sales teams should focus on building instinct, adaptability, and human connection — not just compliance.

🧭 You Are More Than Your Job Title
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🧭 You Are More Than Your Job Title

ByPaul Dobinson

The first thing to go in a job search isn’t your skills. It’s your certainty. Here’s what I learned from a few months of unexpected reflection, rejection, and re-alignment. 🧠 Introduction A few months ago, I found myself unexpectedly job hunting.I took some time to visit family in South Africa — and while it gave…

Beginner’s Mind in a World of Experts: Lessons from Marc Benioff (and My Five-Year-Old)
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Beginner’s Mind in a World of Experts: Lessons from Marc Benioff (and My Five-Year-Old)

ByPaul Dobinson

When you’ve been in the game long enough—whether in tech, business, or life—you earn the right to call yourself experienced. But what if the real power lies not in what you already know, but in how willing you are to see the world as if you don’t? Marc Benioff, the founder of Salesforce, calls this…

Why I Write (and Why I Don’t Need Anyone’s Permission)
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Why I Write (and Why I Don’t Need Anyone’s Permission)

ByPaul Dobinson

There’s a quiet power in sitting down to write, even when the destination is unclear. I don’t write because I have all the answers — I write because I don’t.More often than not, it’s the act of writing that helps me figure out what I really think, as the words begin to take shape on…

The Choice by Edith Eger: Resilience Forged in the Fire
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The Choice by Edith Eger: Resilience Forged in the Fire

ByPaul Dobinson

There’s a quote in The Choice that lingers long after the page turns: “We can’t change what happened—but we can choose to find the gift in our lives.” It’s the kind of truth that hits differently depending on where you are in life. When I picked up Edith Eger’s memoir, I wasn’t just looking for…