While my expertise is in customer service and CX, I was asked two questions in a recent interview and immediately thought the answers would be worth sharing in this column. The first question was ...

And if you want to become a better leader, it may help to cultivate certain personality traits. A meta-analysis of decades of leadership literature points to a model known as the "Big Five," which ...

What actions and traits delivered those results ... a cutthroat focus on delivering that efficiency with a heavy dose of leadership-centric, almost selfish behavior from the boss.