Many organizations struggle to embed a people-centered leadership mindset that truly enhances customer experience. Leaders may unintentionally focus on processes over people, leading to disengaged employees and inconsistent CX. This roundtable will explore the common challenges, the cost of ignoring them, and practical questions for teams to discuss in breakout sessions:

- What behaviors or practices in leadership negatively impact employee engagement and customer experience?

- How does lack of emotional intelligence or empathy affect team performance and customer satisfaction?

Key Takeaways of this session include:

- Understand the key obstacles to implementing a people-centered CX leadership mindset.

- Recognize the business and customer impact of leadership misalignment.

- Identify practical discussion points for teams to reflect on leadership practices in their own organizations.

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