Customer-centric performance does not begin with the customer — it begins with leadership systems. In this session, Dr Linda Wilson explores how strategic planning, change management, and organizational design either strengthen or silently undermine experience management. Participants will examine how leadership behaviours, communication structures, and feedback systems shape culture, workflow, and ultimately customer outcomes. Drawing from the GROUND framework of The Wellness Agenda, this session provides a practical lens to diagnose internal friction, align values with behaviour, and build organisational foundations that drive sustainable performance and long-term enterprise value.

Key Takeaways: * How leadership systems directly impact customer experience* Why alignment must precede acceleration* The role of communication and agreements in effective change* Practical ways to strengthen organisational foundations for sustainable success

Bio

Dr Linda Wilson is the founder of The Wellness Agenda and a leadership advisor with over 20 years of experience in practice and enterprise development. She works with business owners and leadership teams to strengthen organizational foundations, align culture with strategy, and increase enterprise value. Combining well-being science, systems thinking, and practical leadership frameworks, Linda helps organizations build resilient teams that perform under pressure and transition successfully through change. Her work focuses on embedding communication, accountability, and trust into leadership systems so businesses can scale, evolve, and exit with confidence.