IMAD LODHI
Menu ☰
ArticlesBooks & ToolsCoursesAboutSubscribeContact
Articles

Current archive structure.

The categories and existing article destinations remain intact. Browse the archive by topic and continue into the full articles from here.

AllManagementLeadershipEmployee ExperienceClient ExperienceMindset & BehavioursService DeliveryTechnologyDevelopmentDivorceContact CenterSalesCoachingStartups

Service Delivery

Agentic Operations and Decision Authority: When Should the Agent Stop and Ask a Human?

As AI agents move from recommending actions to executing them, organizations need explicit decision authority, escalation boundaries and stop conditions—not organizational knowledge that lives only in experienced people.

Camera
Nature
Restarting Is Not Resolving — FLM6 Analytics and Optimization by Imad Lodhi

Service Delivery

If You Keep Restarting It, You Haven’t Resolved It

Fast recovery can hide repeat failure. FLM6 turns recurring incidents into evidence, root causes, and permanent operational improvement.

Camera
Nature
High Standards Without Support Are Just Pressure — leadership article by Imad Lodhi

Employee Experience

High Standards Without Support Are Just Pressure

High standards improve performance when employees are equipped to meet them. Without practical support, those standards become pressure, shortcuts, and quiet disengagement.

Camera
Nature

Sales

Status-Based Interaction Is Not Executive Presence

When leaders judge the value of a conversation by rank instead of contribution, hierarchy starts replacing judgment. Peer conversations are built on relevance, expertise, curiosity and mutual respect—not matching titles.

Camera
Nature

Service Delivery

Agentic Operations Needs Management Systems That Work

Agentic Operations can bring intelligence and orchestration to Major Incident Management, but agents still need clear ownership, repeatable processes, enabling tools, governance, trusted measures, analytics and continual improvement underneath them.

Camera
Nature

Service Delivery

Agentic Operations: Rethinking Major Incident Management

Major incidents are not only technical events. They stress-test the management systems around IT delivery. Agentic Operations can give the Major Incident Manager an intelligent operating team—but only when human command, accountability and operational discipline remain intact.

Camera
Nature

Organization & Management

A Green Dashboard Can Hide a Failing Service

A professional dashboard can still hide deteriorating service when the measures reward the wrong behaviours or tell only part of the customer story.

Camera
Nature

Sales

Stop Selling to the Person in Front of You. Start Selling to the Decision.

In complex B2B sales, a great relationship with one stakeholder can create confidence without creating a deal. Strong opportunities are built by understanding how the organization actually makes the decision.

Camera
Nature
They Noticed Your Value When You Left — leadership article by Imad Lodhi

Employee Experience

They Noticed Your Value When You Left

Reliable employees frequently hide weak processes through extra effort. When that effort becomes invisible, leaders may not understand its value until the employee disengages, transfers, or leaves.

Camera
Nature