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With so much talk around it, it was about time we dedicated a whole episode to AI – and boy, have we got a power-packed one for you! Meet Rick DeLisi who is leading AI adoption in an industry that almost everyone one of us has had a direct experience with – customer service. Rick is Lead Research Analyst at Glia, co-author of the bestselling business book The Effortless Experience and a multi-time contributor to the Harvard Business Review with more than 20 years of experience in the customer experience industry.

This conversation underscores Rick’s data-backed approach to understanding the gap between what leaders expect from AI and what actually happens in customer experience. Many organizations are wrestling with how to make AI a genuine advantage without falling into costly traps, and Rick’s grounded research has spurred meaningful conversations at several leading companies. Hit play to get the lowdown!

[4:29s] Evolution of customer service

[10:13s] Growth of automation in customer service

[19:02s] AI in customer service

[28:27s] Organizations who are doing it well: ‘AI for all’

[39:24s] Future drivers for AI adoption the ‘right way’

[47:14s] Future of the customer service industry

[51:06s] RWL: Read Rick’s book ‘The Effortless Experience’

Visit Glia at https://www.glia.com/ for more resources to help you elevate your customer service with the right adoption of AI.

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This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook

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Managing through fear and intimidation has long been a hallmark of high-pressure industries like tech, finance, and private equity. But now, the gloves are off. Domineering, manipulative leaders are not only more brazen in those fields, but they’re also spreading into workplaces everywhere, even public service. Employees need a toolkit to protect themselves, maintain agency, and thrive, and that’s exactly what our guest today and Silicon Valley veteran Kate Lowry delivers in her new book, ‘Unbreakable: How to Thrive Under Fear-Based Leaders’ (released October 28, 2025).

Kate is a CEO coach, venture capitalist, and author based in Silicon Valley. An expert in fear-based leaders, Kate developed her methodology growing up in a personal hierarchical family, then refined her approach navigating high-pressure roles in the elite worlds of start-ups, private equity, management consulting, and big tech at McKinsey, Meta, and Insight Partners. She helps audiences understand why these leaders are so predictable, how to gauge emotional maturity, and how to respond strategically instead of shutting down. But most of all, she stands by the fact that you are not powerless. Hit play to find out how.

[3:32s] Kate’s origins story

[10:04s] What prevents people from speaking up – operating under fear

[16:53s] ‘AI + Human Teams Are the Future of Work’

[20:43s] The rise of fear-based leadership in the age of AI

[23:45s] Catalyst for Kate’s book ‘Unbreakable: How to Thrive Under Fear-Based Leaders’

[30:30s] Kate’s top tips for thriving under fear-based leadership

RWL: Read Kate’s book ‘Unbreakable: How to Thrive Under Fear-Based Leaders’

Connect with Kate on Instagram and LinkedIn

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What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com

Subscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Stitcher, Jio Saavn and more.

This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook

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Over 75% of people fear public speaking — sometimes more than flying, snakes, or even death. Yet for leaders, communication is everything. That’s where our guest today steps in. Meet Isobel Rimmer, Founder of Masterclass Training who has spent the last twenty-five years as a business leader, entrepreneur, trainer, coach and mentor. Isobel has helped thousands of professionals, in a wide range of sectors, develop the confidence to speak with impact and has also coached leaders in industry, trade, and politics, including the former UK Deputy Prime Minister and members of both cabinet and opposition.

Isobel is the author of the bestselling book ‘Natural Business Development’ and her newest book ‘Present with Presence’.

[4:25s] Isobel’s origins story

[11:01s] The nuances of glossophobia

[15:10s] ‘Present with Presence’

[23:36s] Coaching leaders and politicians

[28:10s] Isobel’s top tips to overcome glossophobia

[50:03s] RWL: Read Isobel’s books ‘Natural Business Development’ and ‘Present with Presence’

More about Isobel’s work at www.masterclass.co.uk

Connect with Isobel on X , Instagram and LinkedIn

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What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com

Subscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Amazon Music, Pandora, TuneIn + Alexa, Stitcher, Jio Saavn and more.

This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook

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Did they predict right? In this Shiny Happy People special, we bring you clips from five past episode dating all the way back to 2020, when we first started this podcast, and share what those guests had predicted – on the future of learning, talent management and leadership. See who all got it right or close enough – hit play! Click on the episodes title below to listen to the full episode.

[2:15s] Ep 40: Adrian C Bazemore on ‘Learning Never Stops’: The L&D Paradigm (March 2021)

[07:08s] Ep 4: Dr. Vasanthi Srinivasan on the Future of the Workforce (June 2020)

[13:06s] Ep 70: Neha Saxena Shenoy and Rohit Shenoy on the Future of Talent Management (February 2022)

[22:22s] Ep 90: Talent Development & Future of Learning with Dr. Aman Jain(August 2022)

[28:34s] Ep 10: Pia Lee on Where Leadership Development is Going(August 2020)

Connect with Vinay on X (formerly Twitter) and LinkedIn

What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com

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This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook

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With a PhD in Behavioural Economics, Dr. Myriam Hadnes describes herself as a Facilitation Evangelist – a practitioner obsessed with uncovering why some facilitated experiences spark curiosity while others send people scrolling.

Through her boutique agency Workshops.Work, Myriam and her team deliver over 200 workshops each year to help multinational organisations turn collaboration from a buzzword into a lived experience.

Myriam has hosted the ‘Workshops Work’ podcast for more than 300 episodes, publishing a new conversation with facilitation experts each week. During the pandemic, she founded the NeverDoneBefore Festival and community — an international online experiment where facilitators co-created and delivered hundreds of “never done before” workshops between 2020 and 2024.

As a long-distance runner and soon-to-be author of ‘Unprofessionalism’, Myriam believes the future of work isn’t about being more polished, but about daring to be more human.

[3:44s] Myriam’s journey into the world of Economics

[08:34s] All things facilitation

[25:35s] The ‘Workshops Work’ Podcast

[32:39s] On her upcoming book: ‘Unprofessionalism’

[50:03s] RWL: Read ‘Don't Just Do Something, Stand There!’ by Marvin Weisbord and Sandra Janoff; Listen to Myriam’s podcast ‘Workshops Work’

Connect with Myriam on LinkedIn

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What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com

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This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook

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Meet workplace lawyer and employment and industrial relations specialist, Karen Ansen who is the heart and soul behind Ignite HR & Employment Law and Ignite Your Purpose, where she helps leaders bring out the best in themselves and their teams.

Across two decades in workplace law and HR across government, aged care, and the not-for-profit sectors, Karen has guided leaders and teams through high-stakes transformations— balancing compliance with purpose. She focuses on helping CEOs, boards, and HR leaders navigate reforms and build truly resilient, people-first cultures through legal clarity and emotional wellbeing.

Vinay uncovers her genesis story and digs deeper into the impact of Karen’s work at Ignite to get fresh insights and perspectives on workplace law in the age of AI today. Hit play!

[4:20s] Karen’s journey into Law

[13:16s] Top challenges in people management today

[21:02s] Corporate HR law in the age of AI

[30:33s] Anecdotes on legal situations in the workplace

[40:14s] Challenges in cross cultural and hybrid ways of working

[43:20s] Trends and future of employment law

Know more about Karen’s work at ignitehr.com.au

You can also book a free 15-min consult with her at karen@ignitehr.com.au

Connect with Karen on LinkedIn

Connect with Vinay on X (formerly Twitter) and LinkedIn

What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com

Subscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Amazon Music, Pandora, TuneIn + Alexa, Stitcher, Jio Saavn and more.

This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook

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A transformative leader in the Digital Media and HR Technology space, our guest today is Pushkar Bidwai, CEO of People Matters, APAC’s foremost community and media platform for HR and talent leaders. Pushkar brings a deep-rooted understanding and innovative vision to his role, fueling the company’s growth as a trusted resource across the Asia-Pacific region and beyond. As a founding member, Pushkar has been instrumental in shaping People Matters from its inception, fostering a culture of entrepreneurial thinking and proactive solution-building. Over his 14 years with the organization, he has led transformative initiatives, positioning People Matters as an indispensable partner to HR & business leaders navigating an ever-evolving People and Work landscape. As CEO, Pushkar is steering People Matters into its next growth phase with a future-focused strategy that leverages technology, data, and artificial intelligence to enhance offerings and maintain People Matters’ industry edge. Pushkar is a keynote speaker, podcast host, author, and guest faculty at MBA schools.

[4:06s] Pushkar’s origins story

[9:47s] Impetus for taking People Matters global

[15:57s] Differences in HR and talent nuances in India and in APAC

[26:10s] Purpose driven: Growth evolution of People Matters

[33:27s] Growth and learnings as a CEO

[39:49s] Visions for People Matters: What lies ahead

Find out more about the amazing work by People Matters at www.peoplematters.in

Connect with Pushkar on LinkedIn

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What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com

Subscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Amazon Music, Pandora, TuneIn + Alexa, Stitcher, Jio Saavn and more.

This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook

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Our guest today is the author of ‘Radical Product Thinking: The New Mindset for Innovating Smarter’, a book whose methodology is now being used in over 40 countries and has also been translated into Chinese and Japanese. She is an entrepreneur, speaker, consultant and product leader who has participated in five acquisitions, two of which were companies that she founded. Meet the one and only, the radical Radhika Dutt!

An MIT graduate, Radhika works with organizations ranging from high-tech startups to multinationals on building radical products that create a fundamental change. Radhika has built products in a wide range of industries including broadcast, media and entertainment, telecom, advertising technology, government, consumer apps, robotics, and even wine. She is currently Advisor on Product Thinking to the Monetary Authority of Singapore (Singapore’s central bank and financial regulator).

Radhika is working on her second book, ‘Escaping the Performance Trap: Why Goals and Targets Backfire and What Actually Works’.

[2:57s] Radhika’s genesis story

[10:14s] Radical Product Thinking – breaking it down

[16:56s] Applying Radical Product Thinking in today’s VUCA world

[23:45s] How can KPIs, OKRs and KRAs evolve with Radical Product Thinking

[30:36s] The methodology of Objectives Hypotheses & Learnings – OHLs

[45:56s] Radhika’s vision for the near future and her upcoming book ‘Escaping the Performance Trap’

RWL: Read Radhika’s book ‘Radical Product Thinking’

Find out more about her work at https://rdutt.com/

Connect with Radhika on LinkedIn

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What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com

Subscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Amazon Music, Pandora, Jio Saavn and more.

This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook