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Fast Leader Show | Customer Experience Leadership

Not just far, one of the most insightful, thorough and thought-provoking podcasts. Huge variety of guests ranging from authors, speakers, doctors, academics and professionals all sharing personal stories that will improve your customer experience, employee experience, contact center, customer service and being more human-centric at work...and home. Well worth your time!

Mar 3, 2021

According to a study by KPMG, 53% of executives do not realize sustainable value from business transformation. I assume the reason for this is that they focus so much on changing the business and the operational model that they forget the one thing they can change - self. If you want to see a breakthrough happen in your business, then you must change within and not force it on others. Transformational leadership is all about changing yourself and inspiring others to change.

Customers are becoming smarter and wiser, and their behaviors and expectations are the most influential source of insights. As leaders, you must change and become more empathetic and understanding of their needs. According to Nick Jankel, it's not just about your clever product. Change is about empathy, connection, trust, and customer-focus. You must develop a culture that is adaptive and quick to respond to the changing customer and their needs. If you cannot solve a pain that people cannot solve for themselves, you do not have a business.