Our Thoughts

TLF Gems Newsletter August 2020

3rd August 2020
Your monthly CX and insight update from TLF Research


"Don't move information to authority, move authority to information”

- David Marquet

If there's a theme for this month's links, it might be complexity. Everything is more complicated than it first appears, whether that's the choices of businesses that seem to ignore the warning signs of disruption, choosing your own strategy, leading your people in a time of crisis, or figuring out how to get really good at something.

That doesn't mean knowledge is impossible, but that getting to it requires engaging honestly with people with whom we disagree, and being open to the idea that we might be wrong. There's no shame in changing course if customers hate your new product, and there are times when a little bit of inefficiency might just save the whole system from collapse.

Thanks for reading,




Stephen Hampshire

Client Manager, TLF Research




Here are 8 things we think are worth your time this month...




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