As we reach the end of another extraordinary year, we want to extend our heartfelt thanks for your partnership, trust, and curiosity. Working alongside you is what fuels our commitment to better learning, better leadership, and better customer experiences.
As the holiday season offers a rare moment to pause, we invite you to take a breath and reflect on what you want to build in the year ahead.
To inspire that reflection, we’re sharing a few resources designed to spark fresh thinking over the winter break.
➕ First, our associate Adrian Barker has written a thought-provoking white paper, The Future of Digital Learning in Law. It's a piece rooted in the legal sector but relevant to anyone navigating digital transformation, AI-enhanced learning, and the evolution of professional development.
➕ We’re also excited to give you a first glimpse of something new launching in 2026: The Customer-Focused Leadership Academy, a joint venture between Service Instinct and Defy Expectations.
➕ And finally, we’ve included a complimentary tool to help you stretch gently into the new year: Finding the Edge of Your Comfort Zone. A simple exercise to support personal and professional growth as you reset for January.
Adrian Barker's new white paper explores how firms can move beyond traditional models and embrace a digitally-enabled, AI-supported learning ecosystem built for real-world performance. Whilst written for the legal sector, its insights apply to any professional services organisation seeking to modernise capability development, personalise learning at scale and build a future-ready workforce.
The Customer-Focused Leadership Academy
We're delighted to introduce the Customer-Focused Leadership Academy, a new joint-venture between Defy Expectations and Service Instinct, designed to help you build a customer-centric leadership culture that drives value at every level. With eight custom modules, self-paced learning and live expert-led sessions, it gives you a clear roadmap, practical tools and new habits, to turn 'customer-focus' from a slogan into everyday results.
Got your free ticket?
It's not too late to join the January 2026 cohort of our Leadership Academy.
Our final free webinar giving you a glimpse inside is taking place on
🗓️ Thursday 22nd January 2026 at 16:00 GMT
Let our expert caches guide you through what's inside the Academy and show you how it can unlock full leadership potential, drive team success, and create impact that lasts far longer than beyond a new year's resolution.
If you ask us, it's one of the best ways to spend 30 minutes in January.
Finding the Edge of Your Comfort Zone
Use this worksheet to help you identify the edge of your comfort zone, and define actions that will help you level up in 2026.
Thank you again for being part of our community. We hope these resources offer inspiration, clarity and momentum as you step into the new year.
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