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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.

Connect with Rick on LinkedIn

Connect with Vinay on X 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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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

Connect with Vinay on X 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, 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

Connect with Vinay on X 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