Episodes

  • Re-Evaluating CX in the AI Era

    Re-Evaluating CX in the AI Era
    Jul 30 2026
    Michael Brand is a CX strategist and trainer, based in Switzerland, who has been named a Thinkers 360 Top 50 Global Thought Leader on Customer Loyalty. Dr. Vincent Covello directs the Center for Risk Communications, and is a nationally and internationally recognized trainer, researcher, consultant, and expert in emergency, crisis, risk, and change communications. Deanna Leonard is a futurist, executive coach, and AI transformation leader. Her career has spanned senior leadership posts across a wide range of Fortune 500 companies. In this freewheeling, one-hour roundtable discussion, the focus is on the Customer Experience through the lens of both the opportunities and misuses that AI involves. The topics addressed include the following: 1) the importance of active listening, 2) the 20 words that can make or break an exchange with a customer, 3) how front-line CX employees can be enabled to do their jobs better, and 4) the need for training budgets to be protected, if not increased. In emotional terms, two feelings rise to prominence in this session: fear (of not being heard and responded to) and trust (rooted in the demonstration of caring before knowledge gets shared or an action-step taken). The answers as to who people trust, and why, when experiencing stress will be sure to surprise you. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com.
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    43 mins
  • Systemic, Non-Linear Change Is Today’s Path Forward

    Systemic, Non-Linear Change Is Today’s Path Forward
    Jul 23 2026
    Ilene Fischer is the founder and CEO of Sophia Network, where she guides executive leaders through the turbulence of disruptive change, mergers, reorganizations, and breakthrough innovations – applying her signature Innovation Ecosystems methodology to turn strategic vision into reality. Earlier in her career, she was a partner at Charlie Kiefer’s Innovation Associates and managing director at the Tom Peters Company, and has been an advocate for women’s causes in an array of fields. “Innovation theatre” in which changes are promised without ever happening is Ilene’s bete noire. Give me a corporate culture steeped in fear, and you can be sure that vital experimentation won’t be valued. In this interview, she makes a strong case for constant iteration that cuts across departmental silos in order to keep pace with the nine disruptive factors she sees as happening simultaneously in the business world today. Is AI big? Yes. But so is what quantum computing makes possible. One of the biggest points she makes in this conversation is that companies are starved for multidisciplinary talent, and the talent they do manage is attract will leave promptly if not given a license to apply that talent and achieve results. Change starts with deep listening (no judging) and grows exponentially into a virtuous circle if done with respect; fail that test, and a vicious cycle will emerge instead. Ilene's book Innovation Ecosystems: A Dynamic Blueprint for Organizational Success and Engagement is published by John Murray Press, a division of Hachette. The book will be released on October 20 and is available for preorder now. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com.
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    28 mins
  • On “Turtling” Versus Being Primed for Possibilities

    On “Turtling” Versus Being Primed for Possibilities
    Jul 9 2026
    Tissa Richards is a leadership expert, keynote speaker, and the award-winning author of No Permission Needed and Rethinking Resilience: Fueling Your Competitive Advantage. Her mission is to help bold, high-capacity leaders become unshakable. A repeat tech founder and CEO who has raised millions in funding, Tissa advises a wide array of companies on innovation and performance. In an era when trust is eroding, holding back and failing to communicate is a greater failing than ever. Rather than act like a turtle withdrawing into your shell, be bold: that’s the message here. The better route is to be in learning more, applying lessons learned from “failures” so that you can seize on the opportunities ahead. Most of all, remember that resiliency is a team sport; the lone hero won’t cut it in a world where exponential growth happens through the chemistry of a community that provides synergy. Case in point: Tissa mentions her interview with a former Executive at Campbell’s, whose Prickly Pear Council proved to be so successful in airing and resolving conflicts that eventually it no longer needed to exist. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com.
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    31 mins
  • The Tin Man Model of Running a Company Is Rusty

    The Tin Man Model of Running a Company Is Rusty
    Jul 2 2026
    Phil Le-Brun and Jana Werner are enterprise strategists at Amazon Web Services, based in London. Phil was previously a corporate VP and international CIO at McDonalds. Jana was formerly at DHL and studied uncertainty dynamics in academia. They are authors of The Octopus Organization: A Guide to Thriving in a World of Continuous Transformation published by Harvard Business Review Press. Octopus’s are nimble and amazing, as anybody who has watched the 2020 Oscar-winning documentary My Octopus Teacher will verify. In contrast, the Tin Man model we know from The Wizard of Oz needs constant oil and is too rusty and rigid to function well on its own for long. This episode’s guests lean into the Octopus model, which is about earning trust and evading, in this case, the enemy within ourselves when it comes to not admitting mistakes and quickly learning from them. The value of a strong feedback loop, creating an technology infrastructure that is “thin” and allows for freedom, and not chasing metrics that prevent you from learning from anecdotal evidence of where change is necessary: those are among the topics that lively conversation pursues. A final key point the authors make is that at a time when investment in executive learning has tripled while other personnel developments remain flat is a mistake; now more than ever, human capabilities need to be built upon in an era of rapid innovation. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com.
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    26 mins
  • Reinvention in an Era of Volatility

    Reinvention in an Era of Volatility
    Jun 18 2026
    Caroline Stokes is a strategist who works with C-Suites and Boards to lead their organizations through AI disruption, climate risk, and geopolitical instability. Her new book Aftershock to 2030: A CEO's Guide to Reinvention in the Age of AI, Climate, and Societal Collapse is published by Broad Book Press and serves as a roadmap for leaders navigating the tidal wave of change going on today. The founder of Workplace EQ, Caroline Stokes is previously the author of the business book Elephants Before Unicorns, about which she was interviewed by Dan Hill for his previous NBN podcast, “Dan Hill’s EQ Spotlight” in 2020. Empathy, mental sovereignty, super hero: those three aspirations define this conversation well. Let’s unpack each term, in turn, to provide a sense of Caroline Stokes’ perspective on the world of work nowadays. One of Stokes’ points here is that emotional labor is of real value but the burden of getting it done rarely falls equally on people’s shoulders in business, with women often taking the greater load. Who should be stepping up more? CEOs, for whom empathy is rarely a Top 10 or even Top 30 strength of theirs. Sometimes hyper-masculinity gets in the way; other times, it might be that they feel blocked by the misperception that empathy entails just “dumping” one’s feelings on others at work, when in reality admitting vulnerability in relation to specific, mission-critical aspects of one’s job should really be the primary focus. In turn, what is “mental sovereignty” in Stokes’ work view? The term is meant to denote showing respect to everyone, regardless of rank, as part of creating a culture that highly values psychological safety. Finally, “super hero” enters the picture because, as a long-time executive coach, Stokes knows that within most if not all leaders lies a desire to be a difference-maker in ways that go beyond hitting the quarterly numbers alone. Within every leader, she believes, lurks a seven-year-old child eager to be a force for moral good as well as financial success for the enterprise overall. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com.
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    36 mins
  • Helping Companies Foster Agility

    Helping Companies Foster Agility
    Jun 11 2026
    Born and raised in San Diego, Charles Snow held a variety of jobs early in life, including: paperboy, grocery store cashier, accounting clerk, chauffeur, and sports director at a private school; each of which taught him important lessons about how organizations worked and were managed. Chuck earned his PhD in Business Administration from the University of California, Berkeley, and spent his entire academic career as a professor and researcher at Penn State. While there, Chuck taught management subjects to MBA students and executives in more than 35 countries. In this episode, we focus on the core essay that Chuck and co-editor Oystein D. Fjelstad wrote for their book, “Actor-Oriented Organizing,” which is part of Cambridge University’s Companions to Management series. In conversation, Chuck discusses three key qualities essential to flattening hierarchical bureaucracies so that teams of employees can respond to emerging customer needs with greater speed and spontaneity. First, there’s a great (often unmet) value in openness to change and transparency. The second is a “commons” area, a space where team members feel they’re on equal, shared ground. And third is having the resources – financial, digital, and political – to ensure their work leads to outcomes that are incorporated into the company’s operational bloodstream. Underlying the entire approach that Chuck advocates for is seeking to act for the common good of all, embodying the “mutual sympathy” style that made Adam Smith not the just the “Father of Modern Economics,” but also a leading promoter of empathy before the term rose to prominence today. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com.
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    30 mins
  • In Search of Trustworthy AI

    In Search of Trustworthy AI
    Jun 4 2026
    Craig Hatkoff has spent four decades at the intersection of innovation, culture-building, and institutional transformation. He pioneered commercial mortgage securitization at Chemical Bank, co-founded the Tribeca Film Festival alongside Robert De Niro and Jane Rosenthal after 9/11, and .in 2010 co-founded the Disruptor Awards with Harvard Professor Clayton Christensen and Irwin Kula. His latest initiative is Dragon Camp, which provides a methodology for using CGI (Collaborative General Intelligence) as a practice framework for creating a viable human-AI partnership. In this episode focused on unlocking the potential of AI in a humanist manner, the first order of business is to secure trustworthy information from AI. To that end, Craig discusses a four-stage model for verifying AI’s output. The first element is to leverage output from multiple AI sources, rather than just one, in order to guard against what have been called “AI hallucinations” or “fabrications.” To do so, moves organizations beyond stage 1: single-source vulnerability. Stages 2 through 4 then ramp up from cross-checking via multiple AI models (stage 2), to human intervention to verify (stage 3), culminating in stage 4: where a panel of experts serves as a de facto jury. There is far more than just that 4-stage model, however, in this intriguing episode, as Craig traverses from a love of exploring the power of anomalies as a way to explore insights—to using AI as his “lawyer” in tackling Open AI in court. Building a truth economy that simultaneously allays people’s fears about AI is the ultimate goal here. Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com.
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    32 mins
  • Navigating Landmines at Work: Differences Can Create Value

    Navigating Landmines at Work: Differences Can Create Value
    Jun 4 2026
    Susan MacKenty Brady is a leadership educator, executive coach, bestselling author, and the founding CEO of the Simmons University Institute for Inclusive Leadership. At Simmons she holds the Deloitte Elen Garbriel Chair for Women and Leadership and has advised executives at over 500 organizations worldwide. She is co-author of All the Difference: Six Leadership Actions to Bridge Perspectives, Strengthen Teams, and Create Value with Stuart D. Kilman and Lt. Gen (Ret) Leslie C. Smith. Uncomfortable stuff, organizational issues that have been “on my heart.” That is how Susan opens this interview, mentioning how everything from the evolving role of women on the job to five generations of employees to the advent of AI is roiling the business world as much as it’s ever been turbulent and, frankly, agitated and anxious. From the call to Know Yourself to Ignite Togetherness and Commit to Action, this episode explores target actions where the biggest interpersonal sin is to dismiss the dignity of the world you’re talking to just because they can pull rank or fail to apply empathy. Emotions “bring the weather,” Susan says, in a discussion that highlights her suggestion that certainty, inconsistency, reactivity, and (self) justification are the landmines that will get you –and others – blown up because curiosity as to what is happening to others and how they can be their best self has got lost in the mix.Real Transformations: Business Change That Works from the Inside Out is co-hosted by Julie Anixter and Dan Hill, PhD, entrepreneurs with deep experience as corporate change agents, devoted to helping companies make continuous change work for everyone through clarity and connection. To learn about their keynote talks, workshops and labs, check out Real-Transformation.com.
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    27 mins