The Reality of Business

Hosted by Bob Morrell and Jeremy Blake

Business ManagementInterviews guests

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Episodes

100

Latest episode

May 2026

Language

EN-GB

About the show

Welcome to The Reality of Business , the go-to podcast for insights, stories, and straight-talking advice on all things business. With over two decades of running Reality Training , Bob & Jeremy have coached thousands, spoken at global conferences, and worked with businesses of all sizes - from start-ups to household names. Their experience, paired with their unique storytelling style, makes this podcast a must-listen for anyone looking to sell smarter, lead better, and think differently about business. What You’ll Get 🎙️ Expert insights & strategies to transform your approach 😂 Honest, light-hearted discussions - no corporate jargon, just real talk 💡 Lessons from global business leaders & industry disruptors 🌍 Stories from working with world-renowned brands Launched in June 2021 as Bob & Jeremy’s Conflab , the show has evolved into The Reality of Business , delivering thought-provoking discussions, entertaining banter, and actionable takeaways to help you navigate the challenges of modern business. Why Listen? 📈 Want to sell more and manage better? We’ve got you. 💬 Looking for fresh perspectives on leadership & sales? You’re in the right place. 🎧 Need an engaging listen while you work, commute, or unwind? We’re here for that too. 🔗 Discover more about Reality Training & our work with global businesses: www.realitytraining.com 🎵 Original music by Charlie Morrell. If you enjoy the show, leave a rating and review - we’d love to hear your thoughts! 🚀 Listen now & rethink the way you do business.

Listen to episodes

60 recent

May 21, 2026Episode 632 min

AI & Customer Experience: Why Human Skills Matter More Now

Bob and Jeremy share what they learned at a three-day London customer experience (CX) conference and why AI now sits inside almost every customer journey.As AI takes care of more of the routine work, the human conversations left behind are often the difficult ones – emotional complaints, complex problems, retention calls and moments where judgement still matters.Bob and Jeremy also challenge some of the thinking currently shaping contact centres, customer experience and customer service strategy.Across the episode they discuss:Why AI and customer experience are now impossible to separateThe rise of AI agents supporting both customers and frontline teamsHow far conversational AI can realistically goWhy Net Promoter Score (NPS) is becoming less trustworthyUsing AI to analyse customer conversations instead of relying on surveysThe gap between AI demos and what companies are actually implementingWhy human roles are shifting towards more emotional, high-stakes conversationsThe importance of smooth AI-to-human handoversThe cost, complexity and training challenges behind AI adoptionWhere the line currently sits between automation and human judgementAnd why customer service conversations are becoming more important commercially tooIf you work in customer experience, contact centres, customer service, sales leadership or CX strategy, this episode will give you plenty to think about.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

April 20, 2026Episode 521 min

Contact Centres: The Brand & Customer Lifetime Value

What role should contact centres play in your business?In this episode – the final part of our recent contact centre series – Bob & Jeremy look at how contact centres are evolving from cost centres into drivers of customer experience, sales and retention. As AI and automation handle more routine enquiries, the value of human interaction is shifting towards higher-quality, more complex conversations.They explore how brands can improve customer lifetime value, move beyond cost-per-call thinking, and use contact centres to build stronger, longer-lasting customer relationships. There’s also a look at hybrid teams, global talent, and why companies that connect the full customer journey are better placed to compete.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

April 6, 2026Episode 416 min

Contact Centres: The Future Team Leader - CX & Performance Coach

What does a contact centre team leader need to focus on today?In this episode - the second part of our contact centre series - Bob and Jeremy explore how contact centre leadership is evolving. As AI and automation take on more of the reporting and admin, team leaders are being asked to focus more on coaching, performance management and customer experience.They discuss common challenges in contact centres, from stepping into a team leader role and managing former peers, to balancing targets, quality and employee wellbeing.There’s also a practical look at hybrid and remote teams, omni-channel working, and how strong coaching skills can improve performance across contact centre teams.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

March 23, 2026Episode 321 min

Contact Centres: The Future - How AI is Reshaping & Elevating Human Skills

What does the future of contact centres look like for the people on the frontline?In this episode – the first in our three-part contact centre series – Bob and Jeremy look at how AI is changing the role of contact centre agents and customer experience teams.As AI handles more routine calls and admin, human conversations are becoming more complex, emotional and valuable. Bob and Jeremy discuss why skills like empathy, problem solving, listening and confidence across different channels matter more than ever.They also explore omni-channel service, remote working, and why AI is more likely to change the job than remove it.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

March 9, 2026Episode 236 min

Incentives, Rewards & Motivation

Why do some people push harder at work while others just do the minimum?In this episode of The Reality of Business, Bob and Jeremy look at how incentives, rewards and recognition really affect employee motivation. They talk about the difference between incentives and perks, why some bonus and commission schemes work while others backfire, and how things like fairness, culture and recognition shape workplace performance.Using examples from real sales environments, they explore the psychology behind incentives, employee engagement and productivity.If you manage a team, design incentive schemes, or care about workplace motivation, this conversation will give you plenty to think about.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

February 9, 2026Episode 123 min

Business Language, Political Spin & the Loss of Plain Speaking

We’ve all sat in meetings where a lot of word are used, and nothing really gets said. In this episode, Bob and Jeremy talk about the language that’s crept into politics and management over the years. The phrases that sound confident and purposeful but often dodge the issue or leave everyone none the wiser.Why do we accept that certain areas of work and public life are packed with oddly chosen terms that make our skin crawl or test our patience? And at what point did we lose the habit of just saying what we mean, simply and directly?From political staples like “tough decisions” and “the national interest” to workplace favourites such “let’s take this offline” or “have you got the bandwidth?”, we look at what these phrases are really doing. Not just how annoying they are but how they affect leadership, trust, decision-making and everyday communication at work.We also talk about standards. What comes as standard in the way your organisation communicates? Could your people explain what those phrases actually mean? And would things improve if clearer language became the norm rather than the exception?If you’ve ever left a conversation feeling confused, irritated, or quietly switched off, this episode will strike a chord.This podcast comes from Reality Training. For the last 25 years, we’ve transformed the customer interactions of many leading UK businesses and developed thousands of managers to be better at what they do.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

January 12, 2026Episode 2029 min

Standards Have Slipped: Why Leadership Needs to Step Up

Standards are essential for successful, growing brands. But here’s the real question: what are your standards?Can your people clearly explain them?Do they know what ‘good’ looks like day to day?And are those standards actually being maintained or quietly ignored?In this episode of The Reality of Business, Bob and Jeremy talk honestly about why standards have slipped across sales, service and leadership and why this is a leadership issue, not a people problem.They explore how ‘expectations’ have replaced standards, why remote and hybrid working has made things harder to spot and enforce and how flexible management can drift into avoiding accountability altogether.You’ll also hear why:Standards need to be visible, not just written downLeaders must enforce them, not hope for the bestMetrics without behaviour attached can do more harm than goodCustomers now expect more than many organisations are deliveringMost importantly, they ask the question many businesses avoid: where do we start?If you care about quality, consistency and protecting your brand as you grow, this episode will give you plenty to think about and act on.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

December 15, 2025Episode 1929 min

Team Leaders Part 2: Managing Time & Managing Work

If you’re always busy but nothing really seems to move forward, this episode is for you.In part two of our Team Leaders series, we take a closer look at what gets in the way of consistent leadership and how to get back on track. It’s a practical conversation about replacing firefighting with focus and giving your team (and yourself) a clearer sense of direction.From endless meetings to shifting priorities, we explore what’s actually worth your time and how to make it count.We cover:Spotting the difference between busy and making progressUsing 3 daily non-negotiables to take control of your dayBuilding a 90-day plan and creating a proper leader’s playbookMaking sure your metrics match your values and cultureLetting your calendar speak for your leadershipQuietly fixing one small thing each weekSeeing why remote accompaniment matters more than everWhether you’re new to leading a team or you’ve been doing it for years, this episode offers honest, realistic ways to manage your time, your work and your team.Haven’t listened to Part 1 yet? That one’s all about managing people – worth going back for.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

November 10, 2025Episode 1826 min

Team Leaders Part 1: People Management Without the Drama

If you lead a team, or have just started, this is part 1 of two episodes all about making that role easier and more effective.We talk about the stuff that’s hard:What to do when someone says the rules don’t apply to themHow to respond without backing down or starting a rowDealing with likeable people who still aren’t performingHelping quiet team members feel confident to speakGetting two people to work together when they clearly don’t want toYou’ll also hear how to open a meeting with purpose, give useful feedback, and create the kind of team environment where expectations are clear and people know what good looks like.This episode is all about managing people – the day-to-day conversations, nudges, and challenges that come with the job.Part 2 is coming soon, where we’ll look at managing time, workload, and getting out of firefighting mode.Listen in and take one idea into your week!To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

October 13, 2025Episode 1728 min

Time: Rethinking and Achieving Control

Are your days full of meetings, messages, and madness? Feel like you’re reacting instead of creating?In this episode, Bob and Jeremy take on the chaos of modern working life – hybrid schedules, constant pings, and the illusion of being ‘back-to-back’ busy – and show you how to get a real grip on your time.From Stephen Covey’s time matrix to Ivy Lee’s brilliantly simple ‘Success Six’, they share practical tools to help you prioritise what matters, reclaim your focus, and feel accomplished – not just exhausted. You’ll also hear why Friday has quietly become the new Saturday, how retirement is being totally redefined, and why your energy peaks (not just your schedule) should shape your day.Expect laughs, real-life examples, and five powerful tactics you can try today – from time blocking and batching comms, to deleting, delegating, and finally saying no.You’ve got 24 hours a day… but are you flying the plane or clinging to the wing?Tune in now and discover how to make time work for you.To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.