The highly challenging global business environment has become even more competitive recently. Technological developments and digital disruptors continue to shape the landscape, against a backdrop of political and economic uncertainty. Concurrently, customer expectations are growing, as they demand high quality products and services delivered to a timescale that fits their needs. This places significant pressure on businesses to meet these expectations, especially as customer trust and loyalty is at an all-time low. To address this challenge, business leaders must look to how they can leverage the'soft' skills within their organisation to provide a better service.