Pairing sophisticated AI automation workflows with a strict commitment to psychological safety - moving enterprise tech teams from defensive firefighting to offensive innovation.
Book release
We spend millions tuning our servers, then try to manage our people with a stick.- Changing the Game, Chris Malyon
From the book
Talented, capable people are burning out, endlessly pressing buttons without ever knowing why.
We ask engineers to navigate operational noise, internal bureaucracy, and subjective metrics - then wonder why they're exhausted.
Rigid KPIs, while once incredibly useful, have expired.
The world has moved on, technology has evolved, and the generations entering the workforce today have entirely different needs and expectations.
In the IT service industry, True Value is not about computers - it is about safety.
When a customer engages with us, they aren't really buying technical support. They're buying peace of mind.
We hire incredibly smart, capable people to solve complex problems, then force them to do data entry.
It is exhausting, morale-draining work that steals directly from the True Value pot.
Traditional automation is fundamentally rigid - strict rules, classic if-this-then-that logic.
The smarter approach handles the subjective guesswork before the engineer ever opens the ticket.
We end up paying highly skilled problem solvers to act as administrative liaisons between our own silos.
When a customer issue requires the expertise of more than one team, the administrative burden on the engineer skyrockets.
Listening is registering the words. Hearing is taking a genuine interest in the human behind them.
Hearing requires the ability to read the subtext and observe the behaviours that surround the spoken complaints.
This is not a personality test. It is a battery monitor.
Traditional tests tell you what box you fit in. This tells us how you operate when the pressure is on.
The absolute worst thing you can do is fill a Formula One engine with cheap, low-grade fuel.
You have spent time and energy building a highly tuned team delivering True Value. Do not destroy that trust layer by dumping cheap fuel back in.
When a missed metric doesn't trigger a punitive meeting, you instantly create psychological safety.
Engineers stop trying to game the stats by closing tickets early, and start focusing on actually helping the customer.
Exploring the art of the possible - how pairing AI with automated workflows builds systems that are smart, resilient, and capable of silencing the daily noise.
The Game Changer
A scenario-based assessment that measures what energizes your engineers, what drains them under pressure, and how to build teams that perform without burning people out.
Core Philosophy
Implementing multi-agent AI systems and low-code workflows to eliminate repetitive tasks, allowing engineers to focus on complex, high-value problem solving.
Building frameworks that prioritize the customer experience. Recognized by leading the team awarded "Service Desk of the Year" by the Service Desk Institute.
Guiding engineering teams through the transition of rapid technological change, fostering a culture of continuous learning, resilience, and forward-thinking.
Technology's oldest promise was to give us back our time; the explosion of AI is the moment that promise is kept. By trusting smart, automated workflows with the repetitive routines of survival, we liberate the 'squishy bit' to do what truly matters: connecting, creating, and actually living.
Insights & strategy
LeadershipYour team is a complex jigsaw puzzle, not a wall of identical square bricks.
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LeadershipWe hire brilliant problem-solvers, and then we force them to do data entry.
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LeadershipIs your Service Desk suffering from the Watermelon Effect? 🍉 Green on the outside, completely red on the inside.
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LeadershipWe spend millions tuning our servers to perfection, but we still try to manage our people with a stick.
Read more