Let's talk Transformation : The business leaders podcast

"In order to transform successfully, you need to take an intentional and deliberate approach above ground with the things you can see as well as below ground with the things you can't see to drive transformation"Matt and I delve into the world of digital transformation, and how to design an operating model that allows adaptability, impact and sustainable transformation. Digital transformation is often misunderstood. It’s best defined as working in new ways with new technology. Technology has rapidly advanced, but organisations need to focus now more than ever on aligning people and processes to leverage these technologies effectively. We also discuss the importance of aligning people and processes with technology, and explore the concept of scaling effectively through Centres of Excellence (COEs). The shift from project to product to experience ownership is key to driving better customer and employee outcomes. This shift forces organizations to take customer experience design out of a niche marketing function and integrate it throughout the entire organization. However, to do this there is a big cultural and leadership shift that needs to happen, and this needs an intentional and deliberate approach to both visible and implicit (cultural) aspects of transformation. This involves not only implementing new strategies, processes, and systems but also addressing behavioural failure modes, leadership styles and fostering new cultural characteristics.Matt generously shares his insights and experience from working with leaders all over the globe in scaling digital transformation successfully. What’s your biggest challenge in aligning people, process, and technology to effectively scale growth & digital transformation in your workplace ? The main insights you'll get from this episode are : Digital transformation hinges on bringing people and processes up to speed with technological advancements. Simplify the concept to working in new ways with new tech.Centers of Excellence (COEs) should be value-generating teams focused on specific areas: build, guide, share, or create. Avoid trying to be all things at once.Successful COE implementation starts with identifying the internal customer and their needs, then crafting a value proposition centered on them.Shift from project to product ownership by focusing on the experience; appoint experience owners who manage the customer and employee experience.Bridge the strategy-execution gap by establishing an operating committee that translates strategy into tactics, with experience owners playing a role.Successful transformations address both visible elements (strategy, systems) and less tangible human aspects like culture, values, and behaviours.Find out more about Matt and his work here : Website: www.treelinetransformation.comCOE Online Course: https://treeline-transformation.mykajabi.com/COE-courseLinkedIn: https://www.linkedin.com/in/mdevans/Email: matt@treelinetransformation.com

"Music is a unifier, and anything that can or could divide us, music can break through."Imagine a world where music transcends borders, uniting people through a shared experience of harmony and rhythm. Rick and I explore the unifying and transformative power of music and how it can be used to transform situations. We delve into the power of collective intelligence , transformational leadership, the unifying power of music and raising human consciousness through performance; Creative intelligence, something we’re all born with, plays a crucial role. The industrial era favoured hierarchical structures, a “power over” dynamic, while today, a “power with” approach is needed. Music mirrors this shift; it can be structured and disciplined, yet also liberating and creative.Rick shares his insights on music as a universal language, and how it fosters sustainable social change. We also discuss the vital shift from ego-driven leadership to a more collective, eco-conscious approach. Music possesses a unique ability to connect people, regardless of geographical, ideological, or cultural divides. It taps into something fundamental within us, creating a sense of shared humanity. How can we leverage music and deep listening to create more inclusive spaces?The main insights you'll get from this episode are : Music’s unifying power transcends borders and connects with fundamental human needs, fostering sustainable social change by promoting shared consciousness and breaking down barriers.Raising human consciousness is vital for transformation and leadership, shifting focus from ego-driven actions to collective well-being, supported by leveraging technology to empower individuals to pursue their passions.Leadership involves recognizing the ongoing societal transformation from old hierarchical styles to inclusive opportunities, utilizing technology and AI to enable people to follow passions and solve global problems.Improvisation in music mirrors adaptability in leadership, requiring a balance between structured knowledge and openness to creative, spontaneous solutions, emphasizing the importance of listening and embracing diverse perspectives.Jazz for Peace seeks to create a society that rewards unique artistic expression and leverages technology to support individuals in pursuing their passions, contributing to a more peaceful and unified world.Raising human consciousness, even incrementally, can drive innovation and create more regenerative social and economic models, underscoring the power of individual voices in contributing to a collective quest for positive change.Recognize the unifying power of music to transcend geographical, ideological, and cultural divides.Understand how raising human consciousness can drive sustainable social change and collective intelligence.Embrace creative intelligence and let go of ego-driven leadership for a more inclusive approach.Utilize technology to support individuals in pursuing their passions and solving global problems.Support artists and causes that promote peace and raise human consciousness for a better future.Find out more about Rick and his work here : Jazz for Peace: info@jazzforpeace.orghttps://rickdellaratta.com

"when you have this amount of change, we’re calling it the fog of change.”" Are you struggling to create lasting growth? In today’s interconnected world, the value creation process is no longer confined to individual departments or silos. The unit of value has become smaller, often residing within teams or even individuals. This shift requires a holistic, end-to-end view of the entire value chain.Tom and I explore how to create growth that truly matters. We explore the myths that leaders need to unlearn, particularly the idea that they can accurately plan for the future. The current environment is characterized by unprecedented change, making it nearly impossible to predict what will happen next. The old methods of strategic planning are now limited. The real challenge is to find ways to see through the change fog, constantly learning and adjusting. Discover how to build a legacy through value creation for people, organizations, and society.👉 Learn the pivotal role of adaptability in today’s world.👉 Uncover the biggest growth myth leaders must unlearn.👉 Explore Tom’s valuable formula for strategic excellence.What’s your biggest challenge in creating meaningful growth? Each person must understand their impact on the whole. From product creation to its end-of-life impact, every step matters. This concept aligns with sustainability principles, where the lifetime value and environmental footprint of a product are considered from the outset.Tom shares his wealth of insight, experience and foresight from working with leadesr and institutions around the world. The main insights you'll get from this episode are : Cultivate a growth mindset to embrace change, curiosity, and calculated risk-taking in both personal and organizational contexts, moving beyond the limitations of traditional planning.Unlearn the myth of predictable planning. Instead, adopt a scientific approach of trial and error, constantly adjusting strategies based on real-time feedback from the field to navigate the “fog of change.”Decentralize decision-making to empower those closest to customers and technology, fostering adaptability and innovation throughout the organization.Use the “valuable formula” by focusing on a core value proposition, strategically marketing it, and consciously allocating capital to create sustainable growth.Delay seeking external funding until the need is clear and the company’s capabilities are well-defined, retaining greater control and strategic flexibility.Embrace AI not just for productivity gains, but for discovering new business opportunities and models, and proactively address potential workforce displacement through upskilling and innovative solutions.Find out more about Tom and his work here : https://www.sagepartners.nethttps://www.linkedin.com/in/tomdoorley/https://open.spotify.com/show/4xDjK2tRJgHbX5WxSITJcF

"My quest always has been how to make peace more profitable than war… I think it’s going to be my life legacy..."Imagine a world where creating peace is more profitable than engaging in conflict. A world of 'tech for good' , where technology bridges divides, fosters collaboration, and drives equitable solutions. This vision isn’t just a dream; it’s the driving force behind innovators like Yip, a leader in promoting peace, purpose, and equitable collaboration within the AI and Web3 spaces.A brilliant conversation full of purpose, curiosity, hope and opportunities. We explore the concept of making peace more profitable than war, the importance of democratizing access to skills and capital, and the vision behind yip's platform, Jedi, in fostering collaboration across emerging technologies. Remaining present and fully conscious of our actions and impact is key to this process. What if we could understand and implement regenerative economic and societal models that prioritize long-term impact and equity over short-term gains, particularly democratising access for all to more regenerative funding models. We discuss the idea and importance of technical and "human" readiness, to equip and educate people in this common challenge. Yip is running her first Zebracorn reatreat in June, to start bringing together these systems and minds. Link to find out more : https://www.systain3r.com/Yip shares her story, insight and dreams of the world she is consciously and collectively crafting to bridge the gap between digital and human for the common good. The man insights you'll get from this episode are : -      Bridging gaps through a collective approach to complex problems at societal level. Inspired by Muhammed Yunus’ efforts for (financial) inclusion for unbanked people, overcoming the limitations of capitalism with thoughtfulness.-      Also inspired by Thich Nhat Hanh’s promotion of compassion in communication and shaping corporate culture by bringing mindfulness to tech companies; a mindset of peace feeding into capitalism and technology to engage with them.-      Constantly reinventing/rethinking and democratising access can change conversations in systems and communities; the vision for the J3d.AL platform is to make peace more profitable than war.-      As an advisory platform, it invites people to become a Jedi or find their inner Jedi, sharpening their intuition and standing up for their values. It helps governments identify collaboration opportunities with each other and the private sector.-      As a (market) intelligence platform, it helps identify opportunities for collaboration in emerging fields of technology not yet mature enough for the mainstream media, e.g. quantum computing, cybersecurity, space technology.-      The philosophy behind it is to generate a body of knowledge and translate it on a semantic basis from one concept to another, facilitating mutual understanding to break down silos for collaboration to accelerate innovation.-      J3d.AI has three areas of operations – technology, health and sustainability. Conferences and workshops teach the skills of foresight, wisdom, compassion, and understanding technology and regenerative systems thinking.-      A ‘zebracorn’ marries a zebra (a company that is both black and white, i.e. both profitable and works to improve society) with a unicorn (a billion-dollar market valuation company characterised by VC funding and exponential growth).-      Zebracorns are totally doable in an age of tech and globalisation as tech brings down costs and its wise use can enable business; they remain open-minded about what is right or wrong and take account of paradoxes.-      Vision for 2030: many incubated, mission-driven, profitable zebracorns; more cooperative funding models; use of blockchain technology to enter global financial markets; pooling of resources from diverse fields.-      Hopefully more women involved in networking ventures to counteract risks to the planet and people - a holistic approach represented in a village birthing (and growing) a movement.-      The blockchain education program for women at the Frankfurt School of Finance trains women from different ecosystems who can transfer this knowledge to their working field of expertise – the flywheel effect of education transforms systems.-      Technological literacy and empathy should be taught as part of the school curriculum (cf. Estonia and Denmark respectively) to cater for the shift from industry-age readiness to technology-age readiness.-      With truly globalised and distributed communities and systems, most viable companies will not follow the current corporate structure; more decentralised, autonomous organisations with projects are already a reality (MVE, minimum viable ecosystem).-      Transient, antifragile organisms require human skills, such as trust, connection, and humility; playfulness and community mean that everyone becomes a steward of their own ecosystem on the basis of sustainable social consensus.-      We will need ‘power with’ not ‘power over’ leadership that brings with it absolute clarity and accountability and leaves no room for ego – this will enable purpose-driven cooperation to achieve something different.-      ChangeNOW 2025: a winner-takes-all technology is not yet visible in the climate resilience space; there are many different solutions, but we need increased dialogue across sectors.-      CTA: look into new technologies with curiosity to see how they can better solve your own and society’s problems; foster collaboration between corporate and not-for-profit sectors - collaboration starts with curiosity.Find out more about Yip and her work here : https://www.linkedin.com/in/beautifulbrains/https://www.systain3r.com/

The greatest gift you can give your organization is that you show up with your own cup full, so you don’t need anything from anyonePallavi and I delve into the world of self leadership and empowering yourself for joy, fulfilment and better results. Leadership essentially comes from the inner experience not the outer experience. incredible insights on self-leadership ; defining it as having inner clarity, knowing what truly matters to you, and intentionally guiding yourself without needing this external validation. Think about it: How often do we look outside ourselves for answers when we already have the tools within? One shocking stat that really hit home: only 13% of CEOs believe they have the leadership potential available to grow their business today. This highlights the urgent need for leaders to connect with themselves and do the inner work. The next generation requires the skill of self-mastery in a tech-driven world where AI will do the – non-human – rest.We walk through Pallavi's ATM framework: Arrive in the present moment, Take responsibility, and Make a conscious choice. This is the basis for framing the journey for leaders to break old patterns and create new neural networks, leading to real empowerment and joy.If you were to ask yourself how much of your leadership potential is available today for reinventing and innovating on the status quo what would your answer be ? Taking stock of reality, anticipating change and equipping ourselves to lead through the transition curves is key in todays complex environment. The main insights you will get from this episode are : -      Leadership is an inside job but in the modern ‘hustle culture’, we look for success to give us inner joy and fulfilment; yet all the answers are within us – if we can connect to our purpose and master ourselves.-      The journey of self-mastery, self-transformation and self-leadership requires a framework to transfer what we learn into daily practice to build stronger connections with others and have real tools for change that work.-      It begins with an ability to have inner clarity about who we are and what is important to us and why; and then the conviction to guide ourselves from within without the need for external factors.-      Helping leaders to be intentional about leading with empathy and clarity is based on a strong foundation of inner science and an understanding of who they are, as well as the need to take care of ourselves first to be able to better serve others.-      Empowered leaders do not blame others or the system but take responsibility for crafting their own life first in order to be better leaders. The ATM framework for personal growth gives three steps to unlock true potential:·     Arrive in the present moment·     Take responsibility and know what truly matters to you·     Make a conscious choice-      They can be applied consistently in our everyday lives and also to any challenging or conflict situation because they help break the automatic response that is programmed in our body and mind.-      Small actions that create new neural networks lead to increased confidence and empowerment to choose and do what we really want; stressed teams need clear, calm, joyful leaders who understand this.-      Our attention faces multiple distractions, and we need an adaptive culture to avoid overwhelm and creating more stress for ourselves, i.e. by revolutionising workplace wellness and making work more joyful and collaborative.-      This is a conscious decision to be taken by organisations, also in the face of technological advancement where AI will change things, but meaning and human connection are imperative to bring about change (in the HR function too).-      People need to understand how the body and mind work and act intentionally as a result; the next generation requires the skill of self-mastery in a tech-driven world where AI will do the – non-human – rest.-      Competitive advantage remains in the human element, and human intelligence will help AI – the greatest gift a leader can give their team is to be fully equipped on a personal level to act with compassion and authenticity so as to bring out the best in others.Find out more about Pallavi and her work here : https://www.linkedin.com/in/pallavi-jain-leadfromwithin/https://www.pallavi-jain.com/

"The secret to great EQ is to follow the platinum rule, not the golden rule."A fun conversation with Faris about leadership, life and sustainable impact. What is the magic formula to success and does it look the same for everyone ? Whilst EQ may be where all attention lies, FQ can be just as important and impactful. To achieve success, balance a strong strategy (IQ) with emotional intelligence (EQ) for team buy-in, and focused prioritization (FQ) to avoid spreading resources too thin.To be successful, it’s critical to have a balance of three components: a great strategy (IQ), emotional intelligence to bring others along (EQ), and focus through prioritization (FQ). Many companies only have one or two of these in harmony. A good strategy involves having a well-thought-out plan. Emotional intelligence is needed to excite others about the idea. Focus is about prioritizing and removing barriers to success.We also look at what AI brings to this formula - it is most helpful in IQ by coming up with hundreds of ideas; for FQ it can help categorise competing priorities; it is less helpful in EQ as empathetic communication and human connection are still key to creating meaningful relationships, and ideas still have to be sold to other human beings.Listen as Faris sparkles his gold dust into our ears and eyes from working with leaders and organisations around the globe on this formula for success. The main insights you'll get from this epsiode are : -      Experience of teaching children around the world helps in a business context to solve problems through people – it brings emotional intelligence to decision-making, which in turn makes delivering a strategy more likely.-      Shiageto means to sharpen a tool but is applied to human beings in this context: we can always be sharper, and the same techniques can be used as to teach, such as making things entertaining, simple, etc.-      Three components are required for success: a) IQ, a great idea/strategy/plan, b) EQ, to take everyone with you on the journey, and c) FQ, to focus, prioritise and remove anticipated barriers; of these, FQ is often the missing piece.-      Deployment as a consultant is often more for EQ than FQ, but the three are interlinked. Cultural differences across the IQ/EQ/FQ formula sit within EQ and questions must be asked to understand/overcome them.-      Teaching IQ across the globe requires adapting delivery of the content to take account of culture by using different tools and approaches – time must be invested in meeting every individual at multinational board meetings, for instance, in order to create a more level playing field.-      Small businesses looking to have more impact must define what this means for them. Consider maximum impact by asking, for example: What is a 15% better idea? What would my nemesis do? How will I measure it? What are my assumptions?-      Advice that is applicable to all organisations is to team up and get to know each other by creating random meet-ups, lunch/job swaps – this opens up conversations and increases success by creating connections.-      The effect of (gen)AI on the formula: it is most helpful in IQ by coming up with hundreds of ideas; for FQ it can help categorise competing priorities; it is less helpful in EQ as ideas still have to be sold to other human beings.-      The disadvantage is the weakening of the EQ muscle, e.g. young people are often reticent to speak on the phone - asynchronous is easy but synchronous requires real EQ; having both difficult and casual conversations is good for collaboration, but a tool (AI) is just a tool that cannot close the EQ gap.-      We must have our own view of the world challenged in order to understand others’; we always have lots to learn and to this end, we should ask one more question than we would normally, and allow more time to listen to the answer, improving our EQ, IQ and FQ.Find out more about Faris and his work here : https://www.shiageto.com/https://www.linkedin.com/in/farisaranki/

"In Digital transformation the disconnect that exists across teams, frameworks and deliverables is always very clear."Michael and I discuss this trio and what it means for successful transformation. Digital transformation initiatives often suffer from disconnects across teams, frameworks, and deliverables, and many organisations face complexities arising from disparate people, technologies, and data that have evolved without a unified plan. This confusion inhibits effective collaboration and knowledge sharing among teams, with employees often lacking a comprehensive understanding of the broader organisational landscape.We discuss Michael’s Process Inventory Framework which ensures that even seemingly non-core processes are accounted for, as they can significantly impact how the organisation operates. By building a complete inventory of processes and validating it across all levels of the organisation, businesses can create a common language and understanding that promotes alignment and drives effective transformation. We discuss measuring the success of digital transformation initiatives as well as managing data driven decision making and the need for accountability & empowerment. Digital transformation is not just about tech, it is about value and creating value differently. The integration of AI will bring with it other opportunities to integrate processes and data and to create value differently also.Michael shares his insights and experience from creating and implementing his framework and from working with leaders across the globe. The main insights you'll get from this episode are : -      Most organisations have a clear disconnect across teams, frameworks and deliverables and the same patterns: complexity, evolving situations, unforeseen/unplanned outcomes, and a high degree of confusion.-      Teams working in silos have little understanding of what other teams do, inhibiting collaboration and knowledge – there is no unifying thread, which is essential for successful transformation.-      The book focuses on this unifying thread by seeking to establish what the business does and codify it (at both strategic and detail level) in one framework for common understanding and vertical/horizontal alignment purposes.-      The process inventory framework covers every single core and non-core process, starting at the top and working down through the organisational hierarchy to the process level (also increasingly with the help of AI to integrate operational data).-      Employees formally attest to the inventory, working upwards from the bottom of the hierarchy, to create an accurate basis and semantic structure for planning transformations and driving programmes.-      The requisite clarity comes from an exhaustive list of processes, followed by a digital initiative – transformation entails profound change and digital integrates new technologies to fuel efficiency.-      A clear roadmap with an environment analysis (external – trade, economic, competition; and internal – strengths and weaknesses) optimises the change budget and permits precision to flow down through the rest of the programme.-      Data-driven ways of working come with enormous volumes of data and the challenge of data lineage with a lack of traceability and documentation - data must always be in a proper business context.-      Operational leaders can use data analytics to empower people and create workflows, cascading goals down to individual processes from the overriding strategic imperative and providing clear accountability.-      Operational structures can likewise be used to foster accountability and grant autonomy for people to capitalise on their expertise, thereby building a culture to try new things and drive innovation.-      The process inventory framework provides a foundation for building process capability, continuously updating, defining strategy, driving change and managing organisational change and risk.-      Sound risk management ensures resilience and an understanding of critical business processes, including those of third parties (cf. DORA, GRC) based on data models anchored in a business context (processes, risks and controls).-      Breaking down the transformation journey into different stages offers full transparency and an overview for planning/alignment purposes for leaders who cannot know everything that is happening on the ground.-      Confusion, chaos and complexity underlie every organisation and the integration of AI in processes and functions requires a deep understanding of all said processes and functions; digital twins can help with this.Find out more about Michael and his work here : https://www.linkedin.com/in/michael-schank/https://processinventory.com/

"Great leadership is about extracting the potential from others"A brilliant dive into playfuness and leadership and how they can together help us to grow scalable and impactful businesses. Tracy and I have fun exploring how leaders can unlock untapped potential within themselves and their teams. A general lack of understanding of the impact leadership has influences performance - multipliers in the ecosystem and (accidental) diminishers in the ‘egosystem’, with huge blind spots. After all, leadership is about leading yourself first.Discovering the power of playfulness, self-awareness, and challenging limiting beliefs to drive growth can create a multiplier effect in leadership. Tracy and I go through actionable insights for founders and leaders seeking to transform their approach and scale their businesses effectively.Tracy shares her experience, insights and stories from working with founders and leaders across the world. The main insights you'll get from this episode are : -      After successfully scaling an international business – involving enormous highs and lows and major challenges – the realisation that insufficient attention had been paid to the people was a pivotal moment.-      Subsequent ‘treasure hunt’ in the world of coaching was based on asking: what helps people move to the next level and unlock latent potential? Settled on the field of leadership after reading about Liz Wiseman’s multipliers and diminishers.-      General lack of understanding of the impact leadership has - multipliers in the ecosystem and (accidental) diminishers in the ‘egosystem’, with huge blind spots. After all, leadership is about leading yourself first.    -      Leadership of self is crucial, and at different levels, e.g. self-awareness of what we do and think. Like a tree: the trunk is the strategy and actions; the invisible roots are the mindset and thinking, giving rise to the concept you hold of yourself (that influences your actions).-      The multiplier mindset is about extracting, expanding and leaning into possibility. Tracy has distilled six indicators of success:·     deep-rooted clarity·     conviction as the rocket fuel for challenges·     commitment to deepen resourcefulness·     trust as the invisible ingredient for belonging, productivity and momentum·     courage to look inwards·     playfulness (intense curiosity, radical open-mindedness, proactive experimentation) to dissolve fear and amplify the multiplier mindset.-      While developing the leadership scorecard, it was vital to intuitively include playfulness and get others to lean into it; to foster courage to overcome negative stories and a fear of failure; to look for alignment with vision and values (i.e. authenticity).-      The scorecard process is a continuum as opposed to a journey and the model works at different levels, starting with looking in the leadership mirror and understanding the feedback, also from others.-      Leaders must take ownership of the type of leader they want to be (as opposed to the vision) and also seek to bring out the best in others, often by staying quiet, asking questions and listening to the answers.-      Effective leaders give people space to reveal their (hidden) treasures and create psychological safety to permit playfulness. The ‘zone of genius’ is not static and is about more than just what we like to do and do well.-      So-called ‘weaknesses’ tend to be simply areas that have not been focused on; infinite potential requires curiosity to unlock – we must dismantle old beliefs, move forward and expand our zone of genius where we can add the most impact, e.g. by helping others expand theirs.-      ‘Let’s Play’ will be the title of Tracy’s book, two words that instantly relieve stress, shift energy, and challenge beliefs. We are taught to be logical, but logic can be detrimental to pushing boundaries and exploring, thereby limiting the power of imagination and possibility.Find out more about Tracy here : https://tracyclark.london/https://www.linkedin.com/in/tracyclarkcoach/

"All meaningful connection starts in the same way, with a meaningful conversation" Andrew and I delve into the world of purposeful, open conversation and the transformative role it can have in the way we communicate.We delve into his early experience volunteering with young people with disabilities, which led him to establish Dreams for Kids in 2009, enriching lives through sports. This journey, coupled with personal challenges like social anxiety and racial discrimination, fuelled his growth and adoption of Gestalt communication principles focusing on presence and authenticity.We explore the current global epidemic of loneliness and how to embrace social anxiety successfully for connection and more meaningful communication. Creating value based communities and building genuine connection through self reflection, intentionality and coming from a place of curiosity is key to enabling this transformation.Understanding these concepts can help us unlock purpose and counter bias and ingrained stereotypes. We focus on Andrew’s initiative to redefine masculinity - modern masculinity - and create a more balanced, open dialogue on emotions and the necessity for purpose and deeper work to create conditions where people can thrive. Constructive communication must detail agreements and define how they are practiced within an organisation.Andrew generously shares his experience and methodologies to foster deeper connections through meaningful conversations and reflection. By utilising resources for relational leadership and community-building activities, we can build intimacy and genuine connections within our teams, communities and families.The main insights you'll get from this episode are : -      Human communication, connection and purpose are everything: purpose is a commitment to the service of something greater than the self (as distinct from a calling, which is a unique lived experience used to serve the greater good).-      Based on the gestalt communication three pillars of awareness (authenticity, curiosity and presence), we must listen to our emotions and feelings - we can only expect other people to be themselves if we are ourselves.-      Healing = feeling, not suppressing our ‘broken’ or ‘incorrect’ parts and hiding them from others; being objective about authenticity means we can be ourselves wherever we are and whoever we are with.-      Social anxiety is a healthy response to life - anxiety often remains, but our response to it can change. We don’t control our first thought, but we do control our second.-      IICAN five-part framework for mastering (social) anxiety in high-pressure environments with a practical system to engineer a constructive response and social flow (flow state with people):·     Intentionality (intentional, conscious response to how do I want to be, what do I want to achieve)·     Introspection (quality of conversation determined more by context than content, consciously welcome our emotions, cognitive emotive loop)·     Curiosity (hyperawareness of self-consciousness giving way to being conscious about others, what do I want to know in the world)·     Authenticity (earn trust by telling the truth, objectivity with positive intent)·     Now (constructive existence in the present moment, understanding, listening)-      Flow triggers require equal levels of skill and difficulty, full presence, and intrinsic motivation as opposed to external factors outside our control, which give rise to TAR (tension in the body; anxiety in the mind; resistance).-      Challenge is part of leadership but there is always a way to respond with integrity: social communities/teams/cultures create a shared language to overcome reactivity and embrace responsibility for the common good.-      Constructive communication must detail agreements and define how they are practiced within an organisation, e.g. no gossip, values, constraints and exclusivity.-      Junto (named after Benjamin Franklin’s secret society) is a men’s leadership community to create dialogue and flow in socially taboo subjects and practice emotional enquiry.-      Authenticity is an emergent and cathartic way of communicating and it is culturally valuable for men to have a safe space - if we are unwilling to feel our feelings, they will ultimately run the show.-      Identity is the foundational motivator of behaviour and habit formation and very much (socially) conditioned - the quest is to help men ask big questions and have deep conversations.-      Where possible, we should aim to be catalysts for meaningful conversations - people crave depth and intimacy but don’t know how to do it; a leader should ask questions and create space for people to talk.Find out more about Andrew and his work here : https://www.itsandrewhorn.com/https://www.wejunto.com/https://www.instagram.com/itsandrewhorn/https://www.linkedin.com/in/andrewhorn/

“Academics and experience should go hand in hand for better experience : when you can feel, you can bring that feeling for that customer, and empathise much better.”A fun conversation with Vaishali as we explore the intersection of technology and human experience through a customer experience and collective intelligence lens. We discuss how to create meaningful customer experiences, by integrating emotions into CX using design thinking, and other tools to help forge deeper connections with customers. We explore the necessity to design tailored customer experiences through introspection, curiosity and empathy, and the importance of having diverse personas and perspectives to build relevant and inclusive experiences to adapt to the relevant business needs and goals. The foundations of self awareness and the power of visualisation are key to cultivating adaptability which is essential, and focuses primarily on understanding internal systems to manage external factors and experiences effectively.The value of collective intelligence and emotional connections in enhancing customer and employee experiences is a main pillar of our discussion. How can we intentionally create forums for support, care and learning to navigate & visualise challenges together, maintain neutrality, share perspectives and manage self-criticism for effective design & communication. Engaging with professional networks provides encouragement and reinforces growth & transformation in CX processes, methods and resultsVaishali shares her insights from her book CX5, her journey and her experience as she highlights the significance of emotions in customer experience desig and the importance of authenticity and empathy in understanding customer emotions.The main insights you'll get from this episode are : -      Career began at a startup early in life, with the opportunity to embrace chaos, build resilience and learn everything - subsequently combining academic study with hands-on experience resulted in excellent life/leadership skills. Found customer engagement attractive and after working on UX projects during COVID, moved into CX.-      It is important to integrate emotions into CX and the world of technology and be authentic – if you can feel what the customer feels, this facilitates empathy and thus more alignment with the ever-evolving experience (of design).-      It is good to mirror your design in the way you help clients as CX practitioners rarely have the opportunity to see the design first-hand in practice and the emotional validation is not face-to-face.-      To intentionally design DX, EX, CX, etc. requires tweaking the frameworks to suit both the people, the project and the business goals. The starting point is to sit with yourself, think it through and create/embody the persona(s), followed by a research/discovery phase to be curious and ask the right questions.-      The conscious inclusion required for CX means catering for all audiences by putting yourself in others’ shoes, and 360-degree thinking starts with knowing yourself. Consider the aim of the project and create a hierarchy based on business objectives.-      Set the right course by building a structure for your own thought processes so as to be able to design well; mix and match possibilities (for quick wins); be adaptable; and juggle the different yet equally weighted CX disciplines.  -      We must stay neutral in ourselves and for operationalisation - when constantly designing, the default thought process is to refer back to previous projects, but this limits capacity for creative thinking. A clean slate is required to be able to leave our comfort zone for the benefit of customers.-      Visualising things outside of our heads is important as we tend to overthink; this can help us translate our thoughts into tangible concepts for stakeholders. We must then ask stakeholders for their requirements/feedback to create an aligned vision for the CX.-      Support from other CX professionals is vital: it relieves pressure to share the burden and offers reassurance to hear from others in a similar position - community gives a feeling of hope to create something that is both bigger and of value.-      CX involves many silent battles that require self-discipline and decisiveness from the designer. We must have the courage to take the first step and be ourselves – the noise around CX can be overwhelming, but the difference is you.Find out more about Vaishali here : https://www.linkedin.com/in/vaishalidialani/