SPEAKER

James Killian is a renowned expert in employee experience, known for his insightful and engaging approach to workplace culture and leadership. With a deep understanding of organizational dynamics, he helps companies create thriving environments that enhance employee satisfaction, productivity, and retention. His expertise empowers leaders to drive meaningful workplace transformation.

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SESSION DESCRIPTION

The session will capitalize on recent research that distinguishes four types of customer leaders: (1) Customer-Avoidant, (2) Customer-Tolerant, (3) Customer-Centric and (4) Customer-Driven. In this session, prior research will be summarized concerning the characteristics of and how to identify each of the four leader types. This will include examples of leaders in the public eye who represent each of the four Customer-Leader types and key implications on financial performance of the organizations they lead. The session will conclude with two primary takeaways. Key takeaways include: 

- An examination of assessment strategies to conduct an audit of organizational leaders.

- An overview of a playbook designed to enhance customer-driven leadership behaviors and metrics that empower teams to deliver brand-differentiating customer experiences.

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XM CHALLENGE MAPPING: Employee Experience and Engagement