Customer Experience Management

In today’s fast-paced world, where ambiguity and volatility seem to rule, leadership has become more complex than ever. Yet, at its core, true leadership remains deeply human. As I reflect on my conversation with leadership expert Richard (shared in the latest podcast episode), one theme kept resurfacing: the interplay of trust, vulnerability, and humanity in

When I first envisioned this blog post, I thought about the many leaders I’ve met over the years. Among them, Andrea’s story stands out, not just because of her remarkable journey from a family business to leading one of the world’s most impactful organizations, but because of her unwavering commitment to human-centricity. Her leadership style,

Here we are. Thank you so much for joining me on this journey into the fascinating topic of the future of work. Whether you’re reading this from the comfort of your home office, on your commute, or at your favorite workspace, the way we work is evolving faster than ever. And the truth? None of

Have you ever asked yourself whether focusing on “journeys” really matters—especially if you’re an executive juggling growth metrics, employee engagement, and digital transformation? I get it. Sometimes “journey mapping” sounds like a buzzword or a trendy process that’s destined to fade. Yet, time and again, I’ve seen it work wonders in organizations around the globe,

When I first met Emre, I was immediately struck by his energy and his ability to connect the technical with the deeply human. Here was someone who had walked an extraordinary path—from programming in C++ to singing opera, from consulting with global giants to leading cultural transformation in Iraq. As I listened to his story,

As I sat down with Naiara for this podcast, one thought kept resonating in my mind: Why do some organizations thrive not just financially, but also as places where people genuinely want to be? The answer, I believe, lies in the magic of human-centricity—a concept that touches everything from leadership behaviors to company culture and

Have you ever wondered how embracing purpose can transform not just your organization but also the lives of those within it? I genuinely believe that by focusing on purpose, employees, and customers, we can create a culture where everyone thrives. Let’s explore together how CEOs can make this a reality and the concrete steps they