CXO Magazine – December 2024 – Most Innovative Entrepreneur

Julio Franco Chief Customer Officer, Zappi

FEATURING INSIDE

Ismail Jeilani Co-Founder and CEO, LiveLink

Jamie Haerewa CEO and Co-Founder, AgileHRO

Moe Mesbah Executive Managing Director, PEOPLE UK

Stephanie Ogulin Founder, transformXP

Bree Johnson Founder and CEO, Executive Unschool

Kristin Lytle CEO, The Leader's Edge

Maheswari Kanniah Group Chief Regulatory and Compliance Officer, Kenanga Investment Bank Berhad

Tomeshia S. Beckett, J.D., L.L.M. Chief Compliance Officer, Millennium Physicians

MOST INNOVATIVE ENTREPRENEUR - 2025

FRANK M. SCHEELEN

CEO OF SCHEELEN ® AG

Redefining Workplace Well-being and Human Potential with Visionary Innovation

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A YEAR OF LEADERSHIP: FROM TRACKS TO BOARDROOMS

As 2024 winds down, imagine this: you’re at a bustling racetrack. The adrenaline is high, and the roar of the engines fills the air. But it’s not just the cars breaking records—it’s the people behind the wheel. Leadership, much like racing, is about precision, adaptability, and a relentless drive to stay ahead.

This year, leaders worldwide have exemplified those very traits, navigating uncharted terrains of change and innovation. From redefining team dynamics to embracing cutting-edge technology, they’ve shown us what it means to steer organizations with vision and purpose.

So, what made leadership in 2024 stand out?

Gone are the days of cookie-cutter management styles. Leaders took a more personal approach, focusing on what makes their teams unique. Frank M. Scheelen, CEO of SCHEELEN® AG and our cover story, is a perfect example. His work in competence and personality diagnostics is revolutionizing how organizations align individual strengths with goals. Imagine a workplace where every role feels like it was custom-built for you. Sounds ideal, doesn’t it?

Then there’s agility—the ability to turn on a dime without losing momentum. Leaders didn’t just survive the economic and technological shifts this year; they thrived by fostering cultures of experimentation and resilience. Have you ever felt that spark of excitement when trying something new? That’s the kind of energy 2024’s leaders embraced.

And let’s not forget technology. Artificial intelligence evolved from a futuristic buzzword to a trusted ally in decision-making. But here’s the kicker: the best leaders made sure tech didn’t overshadow the human touch. They paired innovation with empathy, proving that machines can’t replace the heart of leadership.

In this issue, we also shine a light on leadership coaching—a growing trend as executives seek guidance to master their craft. If you’ve ever wished for a mentor to help you navigate the complexities of work, you’ll find these stories especially inspiring.

Let this issue fuel your journey into 2025. From celebrating the Most Influential Chief Customer Officers to profiling entrepreneurs shaping the future, it’s a collection of stories that inspire and challenge.

Let’s make 2025 a year to remember. Ready to start your engines?

Sarath Shyam

FRANK

SCHEELEN

CEO of SCHEELEN ® AG

CHIEF CUSTOMER OFFICER

48 Julio Franco, Chief Customer Officer, Zappi Redefining Market Research with a Deep Commitment to Consumer-centric Innovation

32 Bree Johnson, Founder and CEO, Executive Unschool

Unlocking Human Potential, One Leader at a Time

LEADERSHIP COACH

Kristin Lytle, CEO, The Leader's Edge

Igniting Potential and Redefining Leadership

Maheswari Kanniah,

Group Chief Regulatory and Compliance Officer, Kenanga Investment Bank Berhad

Championing Trust and Integrity with

CHIEF COMPLIANCE OFFICER

Tomeshia S. Beckett, J.D., L.L.M., Chief Compliance Officer of Millennium Physicians

Driving Ethical Innovation and Operational Excellence in Healthcare

26 Stephanie Ogulin, Founder, transformXP

Transforming Lives through Exceptional Customer Journeys

68 Jamie Haerewa, CEO and Co-founder of AgileHRO

How AI Will Change Payroll for Companies

40 Moe Mesbah, Executive Managing Director at PEOPLE UK

The White Elephant in the Room: Company Culture, Innovation, and Workforce Generation

Ismail Jeilani, Co-founder and CEO of LiveLink. What I Learned From 100,000 Creators

FRANK M.

Photo Credit: Andrej Ganowski / Arthur Gruber

FRANK M. SCHEELEN

CEO of SCHEELEN ® AG

REDEFINING WORKPLACE

WELL-BEING AND HUMAN POTENTIAL WITH VISIONARY INNOVATION

Frank M. Scheelen, often dubbed “Germany’s fastest entrepreneur,” has made his mark not just in the corporate world but also on the race track. As a Ferrari Series race car driver and motorboat racing enthusiast, Frank’s love for speed and precision runs deep. “Racing demands focus, precision, and the courage to take risks,” he says, “qualities that mirror what it takes to succeed in business.”

Frank’s dual worlds of entrepreneurship and racing share more than just adrenaline; they

both require calm under pressure, swift decisionmaking, and the ability to adapt quickly. Drawing from his experiences, he often compares telemetry data in racing—used to refine performance—with leadership analytics. “The way I improved from a good racer to an excellent one is the same way leaders evolve—through data-driven insights and relentless focus on improvement,” Frank explains.

Over the years, he has shared these lessons through his books and keynote speeches, inspiring audiences worldwide. He speaks passionately about risk management, resilience, and making

Frank with some of his team members of SCHEELEN ® AG

Photo Credit: Andrej Ganowski / Arthur Gruber

every second count, both on the track and in the boardroom.

Frank’s entrepreneurial journey began with a simple yet profound realization. Early in his career, he found himself at odds with the corporate culture of a large organization. “The job didn’t suit me, but back then, there was no way to measure or evaluate the fit between an employee’s skills, personality, and job requirements,” he recalls. This mismatch wasn’t unique to him—thousands of employees and managers faced the same issue. That insight became the foundation for a revolutionary idea.

Transformative Work for Both Organizations and Individuals

Determined to create better alignment between people and organizations, Frank developed a comprehensive system for competence and

Photo Credit: D. Gerteiser

personality diagnostics, consulting, training, and coaching. The goal was clear: to match employees with roles that truly fit them and to help good leaders become great leaders, driving exceptional results.

Frank’s work proved transformative, not just for individuals but for entire organizations. His research, in collaboration with Zenger Folkman, demonstrated that resource-oriented, goal-driven leadership doesn’t just boost morale—it drives above-average sales and organizational success.

But Frank’s vision didn’t stop there. Recognizing the growing challenges of workplace stress and mental health, he expanded his focus. “Every year, companies and economies lose billions to stress-related illnesses,” Frank notes. To address this, he developed RELIEF by SCHEELEN®, a system that combines leadership training, diagnostics, and coaching to tackle organizational mental health challenges head-on.

Photo Credit: Andrej Ganowski / Arthur Gruber

Photo Credit: SCHEELEN ® AG

Now, Frank and his team are pioneering AIdriven solutions to revolutionize mental health support. Their vision? A central platform—a “Google for organizational mental health.” The platform will provide everyone, from students to CEOs, with tools to proactively maintain mental well-being. “With our AI avatar coach, we aim to support people before burnout strikes, because by then, it’s often too late,” Frank shares.

The platform focuses on diagnosing various aspects of organizational, process-related, and individual stressors, as well as identifying existing or expandable resilience factors. “You have to measure first and then take action,” Frank explains. “With targeted trainings, coachings, and a focus on self-leadership and improved leadership practices, we aim to foster resilience and well-being across the board. Only then can you measure meaningful improvement and ensure sustainable mental health support.”

Frank’s company, SCHEELEN® AG, grew with a focus on creating a comprehensive system—introducing innovative tools and expanding into complementary areas like consulting, training, coaching, and publishing

We’re working toward equipping companies with tools for future success, empowering individuals and organizations alike

Photo Credit: D. Gertheiser

Crafting Leadership Excellence

Frank’s entrepreneurial journey has always been rooted in a deep appreciation for strong leadership and strategic planning. Early in his career, he realized the power of these principles in shaping the trajectory of business success. This insight led him to establish his own company, with a clear focus on leadership development and organizational growth.

His dedication to learning brought him to the United States, a hub of innovative thought in leadership and self-management. As a young man, Frank trained with some of the best minds of his time, including renowned business expert Brian Tracy. Together, they collaborated on several ventures across Germany, Austria, and Switzerland, resulting in joint publications that remain influential to this day.

Frank’s company, SCHEELEN ® AG, grew with a focus on creating a comprehensive system—introducing innovative tools and expanding into complementary areas like consulting, training, coaching, and publishing.

“We’ve consistently added new dimensions, from tools addressing mental health and stress reduction, like RELIEF by SCHEELEN ® , to establishing our presence in new markets, including the USA,” says Frank.

This forward-thinking approach has allowed Frank to pioneer solutions that empower leaders and organizations to thrive. His books and speeches delve into topics like future competencies and navigating change, drawing from his experiences and collaborations with countless entrepreneurs, business leaders, and partners. His work, backed by massive research initiatives with universities and expert partners worldwide, has become a beacon for those navigating the evolving business landscape.

Frank also highlights the pivotal collaborations with thought leaders like Joe Folkman and Jack Zenger, whose expertise in leadership development has shaped extraordinary outcomes through data-driven research. These partnerships, alongside others such as TTI Success Insights® and OutMatch (now: Harver) have strengthened SCHEELEN® AG’s offerings in competence development and leadership profiling.

The scientifically grounded OutMatch ASSESS by SCHEELEN ® tools enable businesses to define the skills they need for future success. These tools create target profiles that not only evaluate the competencies of current staff but also compare the skills of applicants to the organization’s requirements. This ensures the creation of satisfying and effective teams while improving recruitment processes. Additionally, the tools offer competencyrelated interview questions to refine candidate selection. In essence, the OutMatch ASSESS tool serves as an ideal foundation for sustainable leadership development and coaching processes, enabling organizations to build a resilient and future-ready workforce.

Innovation remains at the heart of Frank’s vision. SCHEELEN ® AG is now delving into AI-supported tools designed to revolutionize

competence and personality profiling, leadership development, and mental health strategies. “We’re working toward equipping companies with tools for future success, empowering individuals and organizations alike,” shares Frank.

Yet, the journey has not been without challenges. Building a business from the ground up demanded resilience and grit. Frank believes that true success is rooted not just in talent but in perseverance. “Dedication, resilience, and the ability to push through tough times—that’s what sets great leaders apart,” he notes.

The Art of Understanding People

Frank’s fascination with personality diagnostics has been a cornerstone of his career. His new

US-book, The Power of Reading People (2024), co-authored with M. Vanessa Boettcher, encapsulates his belief that understanding others is the key to effective communication. “When you can engage with people on their terms, you unlock the ability to connect, adapt, and inspire,” says Frank.

Through years of research and practice, Frank has championed the role of self-assessment and behavioral insight in fostering meaningful interactions. Whether in sales, leadership, or recruitment, understanding the underlying motivations of others allows for more empathetic and effective engagement.

For sales professionals, these insights refine pitches, objection handling, and closing

Naia_Winrocks®: An AI-Avatar that helps with stress and mental health issues.

Frank's leadership philosophy centers on fostering an environment where employees take ownership within a shared corporate vision

techniques, aligning them with customer preferences. In leadership, understanding behavioral tendencies enables managers to inspire peak performance, tailor conflict resolution strategies, and align individual motivations with organizational goals.

In recruitment, this knowledge ensures that candidates are not only equipped with the necessary skills but also align with team dynamics and cultural values. For teams, understanding diverse behavioral styles helps to mitigate conflict, leverage strengths, and foster collaboration.

“By understanding people’s emotional landscapes, we can build workplaces where diversity isn’t just acknowledged but actively celebrated,” Frank explains. Behavioral diagnostics also provide a roadmap for personal and professional growth, empowering employees to enhance their strengths and find fulfillment in their roles.

Photo Credit: SCHEELEN ® AG

Frank’s work emphasizes the transformative power of these insights in creating resilient, efficient, and happy organizations. He believes that a workplace built on understanding and adaptability is one that fosters success at every level—individual, team, and organizational.

The Art of Inspiring Leadership

Frank's leadership philosophy centers on fostering an environment where employees take ownership within a shared corporate vision. His guiding principle, “leadership by exception,” reflects a balanced approach: he only steps in when managers seek his intervention, trusting his teams to navigate their responsibilities effectively. Frank believes that this trust empowers individuals and cultivates strong communication within the organization. "I see myself as the innovator," Frank says, "developing ideas and visions that inspire and motivate people to follow these paths."

At the heart of his message is a focus on vision and values. For Frank, success goes beyond profitability—it’s about creating something

Photo Credit: Andrej Ganowski / Arthur Gruber

Photo Credit: Julian Braxmeier

meaningful and aligned with core beliefs. He often shares this sentiment in his keynote speeches, emphasizing that extraordinary leadership hinges on inspiring and motivating others. He further elaborates, “Entrepreneurial Excellence, or “Unternehmen Exzellenz,” is a play on words that reflects the effort to strive for excellence in every respect, whether as an individual or an organization.”

Frank's research explores the qualities that make leaders exceptional. This concept was originally developed by Zenger Folkman, and Scheelen AG has further enhanced it, making it more widely known and utilized. It reveals that the best leaders don’t aim for perfection in every

Frank’s SCHEELEN® tools, such as OutMatch ASSESS, help organizations define the skills needed for future challenges

Photo Credit: SCHEELEN ® AG

area but instead master two or three competencies that leverage their strengths. Among the 19 essential leadership competencies identified, the ability to inspire and motivate stands out as pivotal yet often underdeveloped. “An exceptional leader doesn’t need to eliminate all weaknesses,” Frank notes. “What truly matters is building extraordinary strengths that drive the organization forward.”

His approach underscores the power of alignment—matching individual personalities, skills, and values with those of the company. When people feel they belong, have room to grow, and see their values reflected in their work, the result is a cohesive and resilient team. Frank believes that organizations excel when individuals develop their potential within a supportive environment, highlighting that extraordinary leadership can double an organization’s performance by empowering teams to thrive together.

Profiling and Hyperpersonalization: The Future of Leadership and Business

Finding the right talent and building effective teams is both an art and a science. Frank emphasizes the importance of matching individual potential with organizational needs. Tools like INSIGHTS MDI® provide businesses with a robust framework to assess behavior, motives, and emotional intelligence, offering a scientific basis for recruitment and talent

For Frank, the ultimate legacy lies in developing tools that not only save billions in healthcare costs but also profoundly improve people’s lives, workplaces, and health

Photo Credit: Andrej Ganowski / Arthur Gruber

management. Frank believes that competency isn't static but must be measured and nurtured with the right tools to ensure success.

Frank’s SCHEELEN ® tools, such as OutMatch ASSESS, help organizations define the skills needed for future challenges. By creating clear target profiles, companies can evaluate their workforce and applicants more effectively. “It’s not just about hiring talent,” Frank explains, “but about building teams that resonate with the company’s goals, ensuring satisfaction for both the organization and its employees.”

Mental health and workplace well-being are also central to Scheelen’s methodology. Tools like RELIEF Stress Prevention identify stressors and provide actionable insights for creating healthier work environments. These tools support professionals in maintaining their performance while fostering a culture of well-being. “Humans thrive in positive, meaningful atmospheres,” he states, underscoring the importance of mental health for productivity.

Another pivotal trend in business leadership is hyperpersonalization, which revolutionizes

customer engagement. Tools like Crystal from LinkedIn enable companies to craft highly individualized communication strategies by analyzing personality profiles. Whether it’s addressing a dominant, data-driven, or relationship-oriented customer, understanding personal motivators enhances every stage of the customer journey. "This is where science meets the art of connection," Scheelen notes. "The ability to communicate on someone’s wavelength is the key to irresistible relationship management."

An example of this approach is the wellknown INSIGHTS MDI® personality tool, which categorizes customers into four archetypes: red (dominant-power-conscious), yellow (inspiringcreative), blue (data-control-driven), and green (socially-absorbed). By understanding these personality traits, sales professionals can communicate effectively and inspire trust. For instance, red customers thrive in fact-based, assertive exchanges, while yellow customers value innovation and enthusiasm. Green customers prioritize relationships and security, requiring a trust-building approach, and blue

Photo Credit: SCHEELEN ® AG

customers are data-focused, needing detailed, logical persuasion.

INSIGHTS MDI® also identifies customers’ deeper values, such as aesthetic, economic, or social drivers, providing sales teams with hyperpersonalized insights to address customer needs throughout their lifecycle—from initial engagement to upselling. The tool’s evolution into an AI-supported solution enhances this further by integrating real-time data from interactions, generating personalized followups, and even crafting customer-specific communication strategies.

Scheelen AG is collaborating with AI start-ups to integrate hyperpersonalization

with cutting-edge technologies, such as voice-pattern analysis and XR (extended reality). This innovation is paving the way for virtual sales assistants capable of interpreting and applying hyperpersonalized customer data to high-stakes sales, from luxury real estate to advanced service offerings, making relationship management truly irresistible.

Building a Legacy of Purpose

Legacy—it’s a word loaded with meaning. For Frank, it signifies a dual mission, rooted in profound impact on people's lives and workplace well-being.

Photo Credit: D. Gertheiser

For Frank, innovation is more than a buzzword; it’s a commitment to evolving ideas over time

Frank envisions a world where individuals discover and embrace their true vocation. "If someone can live their vocation in their job," he shares, "it's practically the last day they had to work. It’s day one of truly earning not only a living but a life." This belief fuels his ventures, books, and tools, designed to help people align their careers with their passions.

Equally, Frank is determined to revolutionize mental health and well-being in the workplace. In his view, the modern workforce is grappling with unprecedented challenges—burnout, stress, and boreout, all of which have a human and economic cost. "Every figure is a suffering human being," he emphasizes.

For Frank, the ultimate legacy lies in developing tools that not only save billions in healthcare costs but also profoundly improve people’s lives, workplaces, and health. "This is the purpose of my legacy," he concludes, driven by the vision of a more fulfilling and sustainable future for all.

The Relentless Pursuit of Excellence

Frank’s advice for those aspiring to greatness is clear: strive to realize your full potential. This journey begins with self-awareness. "You must first recognize your potential,” he explains, “profiling yourself—understanding your strengths, development areas, motivators, and beliefs." Tools like 360-degree feedback, he suggests, provide invaluable insights to uncover opportunities for growth.

Every monumental achievement starts with personal improvement. Whether it’s leading a team, building a company, or shaping a better world, excellence is a value in itself. Frank champions a mindset that views setbacks as stepping stones. "Success requires talent and tenacity—a belief in oneself and a readiness to adapt," he asserts.

The business landscape is evolving at a breakneck pace, demanding innovation and bold thinking. For Frank, innovation is more than a buzzword; it’s a commitment to evolving ideas over time. Reflecting on his own journey,

he says, "I’ve been pursuing the big concept of making personality, competence, talent, and performance measurable and trainable for decades. But the tools and technologies have continually adapted and improved over 30 years."

He cautions against complacency: "Resting on your laurels allows the competition to overtake you." Resilience, adaptability, and an unyielding focus on the vision are crucial, regardless of external challenges.

Frank believes in the transformative power of vision. "If you pursue a promising, meaningful goal, the path will emerge as you go. And then you can inspire and empower others—employees, partners, or customers." This relentless pursuit, he argues, brings an invaluable reward: the treasure of self-efficacy.

A Visionary Shaping the Future

Frank M. Scheelen has transformed workplace mental health with innovative tools like RELIEF by SCHEELEN ®. His AI-driven solutions enhance organizational performance while promoting resilience and well-being globally. Sometimes dubbed “Germany’s fastest entrepreneur,” Frank stands out for his rapid adaptability and effective innovation.

Focused on unlocking human potential, he creates environments where individuals thrive and companies excel. By integrating telemetry and AI, Frank is paving the way for a healthier, smarter future. His commitment to empowering people and organizations has earned him recognition as “Most Innovative Entrepreneur – 2025.”

Leaders who embrace this mindset become more than managers—they become role models, guiding lights, and sources of inspiration. "Your actions make a real difference in the world," Frank reminds us, leaving no doubt that his journey is not just about personal success but about empowering others to achieve their own.

Photo Credit: SCHEELEN ® AG

Want to Sell or find Investor for your Business?

Transforming Lives through Exceptional Customer Journeys

Stephanie Ogulin is the founder of the management consultancy transformXP and co-founder of the transformation consultancy collectiv:a. The certified expert for Customer & Transformation Experience Design supports international SMEs and corporations in the continuously improving their customer value. Her references for customer-centric transformation include the pharmaceutical, airline, insurance, energy services, retail and FMCG industries. She enables leaders and their teams to identify innovation potential along the customer journey and transform it into successful brand, product and service experiences, operational strategies and market and revenue growth initiatives.

Recently, in an exclusive interview with CXO Magazine, Stephanie shared her career trajectory, the inspiration behind establishing transformXP, insights on gender equality and inclusion, her favorite non-academic book, future plans, words of wisdom, and much more. The following excerpts are taken from the interview.

Stephanie Ogulin Founder, transformXP

By understanding different customer perspectives, companies can identify new opportunities for innovation and growth

Hi Stephanie. How did you first get into customer experience, and what inspires you to stay?

I have over 15 years' experience of exploring new digital ways of creating business impact driven by customer interaction. I got my start in digital marketing, designing a web experience to inspire people to book a cruise (back when it wasn't so common to book your next holiday online ;-)).

Later I moved into social media marketing, helping traditional brands engage with their customers through interactive platforms. Then I found that advising these brands on how to use customer insights to co-create new digital product and service experiences wasn't just fun, it was really impactful for them. And combining my digital marketing, sales and communications skills with a deep knowledge of building new team structures and collaboration processes in volatile business environments was the start of my leadership career. Executives turn to me to get customer-centric transformation projects up and running, not just as token projects for the board. I create frameworks for them that aim to take the project and everyone involved to the next level, both in terms of content and new ways of working together.

What was the inspiration behind establishing transformXP? What is its mission and vision?

I have two main drivers in my professional life; I am passionate about experience design in the digital age: for (end) customers as well as for employees undergoing transformation in international companies and I help leaders and their teams to realise their full potential, to know their own value contribution and to improve every day at their own pace.

The combination of both passions leads me to building my own brand transformXP. The “XP” stands for experiences. So > transform experiences. transformXP supports strategists: who know that new ways of human-centred action are needed to move forward. Decision makers: who believe that customer centricity ensures long-term success. Future Shapers: who believe in exploration and experimentation to increase the potential for innovation Let me share the purpose of transformXP with you: transformXP purpose: Because fundamental change requires individual experiences; the techno-social transformation is gradually changing the behaviour and expectations of customers and employees likewise. Companies are challenged to listen carefully to how they can adapt their offer (brand, product & service) to the new needs and thereby create a better customer experience. Only those, who succeed in systematically recording and analysing customer expectations and transforming them into inspiring experiences along the customer journey, will be successful in the long run. This requires openness and courage to question the existing and explore new things, because customer and employee centricity requires honest interest, flexibility and responsiveness and the conviction to really shape this culture change in a meaningful way. I strongly believe that the continuous improvement of the customer and employee experience is one of the most important business drivers.

How do you stay current with emerging trends and innovations in customer experience, and what resources do you rely on for inspiration and guidance?

As a university lecturer in master classes for CX, Channel Management, and Experience

Marketing, I stay current with emerging trends and innovations by closely following the latest academic literature, theories, and real-world case studies. This ensures that my students are equipped with the most up-to-date knowledge and skills in the field.

Additionally, as an active member of the certified customer experience professional association, I have the privilege of regularly judging international and European CX awards. This gives me firsthand access to a wealth of benchmark examples that I can share with my clients to help them improve their own customer experiences (naturally taking into account confidentiality clauses).

For inspiration and guidance, I also enjoy reading forward-thinking magazines like brandeins and Harvard Business Review. These publications often feature thoughtprovoking articles on cutting-edge approaches and innovative strategies from various industries, which can provide valuable insights and new perspectives.

What are your thoughts on gender equality and inclusion? Do you think there is a gender bias in your industry? Yes, there is a gender gap in CX. While progress has been made, there's still a notable gap in how gender is often represented and understood, for example in customer personas. Customer personas can sometimes perpetuate stereotypes, leading to biased assumptions about customer preferences and behaviour. A lack of diversity in research teams can mean that the specific needs and preferences of certain customer segments, such as women or non-binary individuals, are overlooked.

That's why we should strive for inclusive persona creation. They help companies tailor their products and services to a wider range of customers, improving overall satisfaction. By understanding different customer perspectives, companies can identify new opportunities for innovation and growth.

Is there a particular person you are grateful for who helped get you to where you are?

There are three people in my life who have supported and pushed me in my personal development. My former boss, who gave me the freedom to grow, but at the same time set clear goals to achieve (which I exceeded). My business coach who helped me understand my personal strengths profile and introduced me to Human Design. And my ex-husband who supported my professional development from full-time, part-time and self-employment to full-time self-employment as my financial backup (which I happily didn't need).

What is your favorite non-academic book and why?

It's an old book, probably from my grandaunt, about a young woman who wants to be a professional ballet dancer. The book is beautifully written and describes quite well that you can achieve anything if you have a strong will, the discipline to train and work hard and if you believe in the power of manifestation.

What is your biggest stress reliever?

I don't have "the" stress reliever. Living a healthy life is a daily practice and I wasn't the best student. I am well on the way to understanding better

In the future, I will not only share my conceptual and strategic strengths as a consultant and lecturer, but I would also like to contribute this knowledge as a member of supervisory/ advisory boards in customer-centric institutions

what works for me. Taking care of my feelings and needs means balancing intense periods of work with sporting activities, energetic and manual activities for the mind, heart and soul.

Where do you see yourself in the next 5 years?

I continue to enjoy supporting customer-centric transformation projects in mid-sized companies and large international corporations. I continue to make a significant contribution to the CX maturity of these organisations.

The intelligent use of technology (AI) will help to ensure that managers and their teams can continue to focus on what they do best: transforming data-based potential with creative ideas into innovative opportunities to improve

customer satisfaction. I design the necessary transformation processes and spaces!

If you could give any advice to someone striving to be a CX Leader, what would it be?

I believe that customer and employee centricity require a genuine interest in people, the ability to anticipate and adapt, to challenge existing processes and mindsets, and to be bold in trying new things.

Bree Johnson

Founder and CEO, Executive Unschool

COACH

Unlocking Human Potential, One Leader at a Time LEADERSHIP

Imagine a world where leaders prioritize wellbeing and cultivate compassion while driving innovation and business growth.

Bree Johnson, a pioneering Executive Wellbeing & Leadership Coach and Founder/ CEO of Executive Unschool, is making this vision a reality. By integrating cutting-edge wellbeing strategies, mindfulness practices, and transformative coaching, Bree empowers leaders to redefine success on their own terms, elevate their impact, and create a better world. To date, she has mentored hundreds of executives and leaders, resulting in what they describe as life-changing transformations for leaders and small- and medium-sized businesses.

As a Speaker, Mentor, Breathwork Guide, and Fractional Chief Wellness Officer, Bree is dedicated to helping leaders and organizations

foster positive cultures, unlock peak performance, and prioritize wellbeing. Her own unique story and varied career inspire a new generation of leaders to create inclusive, creative, and growthoriented workplaces.

Journey from Courtroom to Boardroom

Bree’s experiences in law firm operations and employment law shaped her understanding of leadership and its impact on organizational wellbeing. She learned from countless clients that poor leadership and ineffective training and development can result in employees being harmed by bad leaders and toxic behavior at work. Her own work experiences include "work wounds"—rupturing or painful experiences at work—and it’s these experiences, both her own and those of her clients, that have led her

to become an advocate for making workplaces work for all.

Bree recalls, "When I transitioned to employment law, representing people harmed by sexual harassment, discrimination, and wrongful termination, I thought my work would have a more meaningful impact on healing their work wounds and trauma—but I was wrong." The civil justice system focuses on compensation to make a person whole after experiencing workplace harm, but it falls far short of healing the root cause of the issue. Moreover, the typically confidential legal processes do little to address workplace problems at their core, meaning that workplaces rarely improve.

As Managing Partner and COO of the law firm she co-founded, she handled hundreds of intake calls about workplace bullying, bad behavior, and betrayal. Recognizing that the cycle of harm often repeated itself, she realized she wanted to be part of a bigger solution. Bree saw that many leaders lacked emotional intelligence, nervous system regulation, and inner wellbeing—critical components for conscious leadership. These insights inspired the creation of Executive Unschool, an HR, wellbeing, and growth consulting firm focused on financial and mental wellbeing for high-achieving leaders and companies that care.

Turning Challenges into Growth Opportunities

Bree’s transition from legal operations to cofounding a law firm, and ultimately building Executive Unschool, presented unique challenges. Starting a law firm taught her the essentials of building a successful business from the start. However, creating a mission-oriented company like Executive Unschool required a shift from a purely results-driven mindset to one centered on purpose and wellbeing.

As a Speaker, Mentor, Breathwork Guide & Fractional Wellness Officer, Bree is dedicated to empowering leaders and organizations to prioritize wellbeing, cultivate positive cultures and unlock peak performance

The key to navigating this change was integrating lessons from her prior ventures with the emotional and human-centered mission of Executive Unschool. Balancing strategic knowhow with genuine care for leaders' personal development was essential to Bree’s successful career transition. She also found that anchoring her work in her core values helped her face challenges as an entrepreneur.

Executive Unschool: Breaking New Ground

Bree chose the name "Executive Unschool" to reflect the firm’s mission to challenge traditional work and leadership paradigms. True growth often requires "unschooling"—unlearning beliefs and behaviors that no longer serve leaders or their organizations. Many leaders are taught outdated models of success that overlook emotional intelligence, mindfulness, and authentic connection.

Executive Unschool creates and delivers custom workshops, immersive training, retreats, and small group programs that focus on improving leaders' personal and professional lives. Its core values of unlearning, inner wellbeing, conscious leadership, and growth drive its mission to create leaders who thrive by fostering wellbeing in themselves and their teams.

What Sets Executive Unschool Apart?

Executive Unschool differentiates itself by addressing the root causes of workplace issues through leadership development, emotional intelligence, and work wellbeing. Leaders who experience Executive Unschool’s programs feel empowered to redefine their relationship with work and develop a clearer understanding of how to prioritize what matters most—rather than working on autopilot. Unlike traditional consulting firms that

Bree chose the name "Executive Unschool" that clearly reflects the firm’s commitment to challenging the status quo and helping leaders find new ways to thrive, both personally and professionally

focus on surface-level solutions, Executive Unschool’s approach goes deeper. The firm’s best client relationships have been multi-year engagements that facilitate true workplace culture change.

The firm’s philosophy centers around "unschooling" outdated beliefs about work and leadership—such as the idea that constant excessive stress and pressure are necessary for success. Bree and her team help leaders replace these beliefs with practices and tools that expand their approach to include employee wellbeing and conscious leadership. Unsurprisingly, people who feel better at work perform better— with greater motivation, focus, and results.

Executive Unschool also emphasizes nervous system regulation as a core leadership skill. Teaching leaders to manage stress and avoid burnout is central to its programming. Bree explains, "We don’t just provide leadership development; we offer a path to healing emotional and psychological work wounds, creating truly transformative change that starts from within."

Additionally, Executive Unschool integrates conscious leadership practices, such as its proven RACE framework (Regulation, Awareness,

Connection, Expansion), which helps leaders stay regulated, aware, and connected to themselves and their teams. This focus on conscious leadership creates an environment where collaboration, psychological safety, and clear communication can thrive. Bree and her team build bridges between people, ensuring that leadership isn’t just about power or authority but about fostering genuine connection for collective impact.

The Work Wound Institute™

The Work Wound Institute™ is the research arm of Executive Unschool, focusing on prevalent workplace issues and work wounds—such as betrayal, bullying, and bad behavior. The Institute’s core mission is to evaluate datadriven insights on workplace wellbeing and the impact of stress while researching how to create lasting change in organizations.

The future of The Work Wound Institute™ includes continuing research on the powerful link between work wounds and physical health. Executive Unschool believes that conscious leadership and mindfulness can improve workplace wellbeing, as demonstrated by health biomarker improvements like reduced cortisol levels, blood pressure, and physical health risks. They are committed to further evaluating the connection between physical wellbeing and healthy workplaces with regulated environments.

Challenging Traditional Norms

Through the work of both Executive Unschool and the impactful research of The Work Wound Institute, Bree challenges the misconception that corporate wellness programs can rely on surface-level solutions like time management tricks or perks. Many companies offer gym

memberships or wellness days, believing these will boost engagement, but such approaches fail to fully address the systemic issues causing disengagement and poor motivation. They are also insufficient to overcome the harm caused by toxic leaders who don’t know any better.

In its work, Executive Unschool tackles the deeper causes of disengagement and burnout, focusing on conscious leadership, psychological safety, and clear communication. The firm’s holistic approach, which combines emotional intelligence, nervous system regulation, and unlearning conditioned beliefs, helps leaders and teams break the stress cycle and expand into their biggest, most audacious goals.

Tailored Solutions for Long-term Impact

Bree customizes Executive Unschool’s programming to meet the unique needs of each leader and organization. She starts with an indepth assessment of the organization’s culture, leadership dynamics, and challenges, followed by tailored workshops or programs.

Executive Unschool’s programming and private mentorship are also adaptable in format— whether in person, virtual, or hybrid—to meet the logistical needs of the organization. Experiential activities and group exercises are curated to ensure leaders and teams engage with the material in ways that resonate best with them. Ongoing support, follow-up resources, and mentorship are offered to help leaders and organizations implement the changes needed for long-term impact.

Whether enhancing communication or focusing on emotional intelligence, Executive Unschool ensures its programs are relevant, actionable, and aligned with the organization’s vision.

At Executive Unschool, success is measured by both qualitative and quantitative KPIs, including leader engagement, emotional intelligence development, stress reduction, team cohesion, and profit increases. Bree also evaluates physical and mental health improvements through data collected by The Work Wound Institute™, demonstrating the tangible impact of her programs in coordination with the organization’s goals.

A Transformative Success Story

One of Executive Unschool’s most impactful success stories involves a mid-sized company struggling with employee engagement and a lack of cohesive focus on high-priority projects.

The Executive Unschool team identified leaders’ stress, emotional dysregulation, and scattered priorities as core issues to address. Through a customized year-long training and development program, leaders at all levels learned the necessary skills and tools to regulate their stress, refocus on key priorities, and engage more effectively with their teams. The results were clear: the company saw increased profits, improved team engagement, and reported a healthier workplace culture.

Roadmap for the Future

Executive Unschool differentiates itself from other wellness and corporate services firms by addressing the root cause of workplace issues through an approach that integrates leadership development, emotional intelligence, and work wellbeing

The long-term vision for Executive Unschool is to reshape leadership development and organizational wellbeing across industries. Bree’s focus on expanding program offerings, innovating cuttingedge research in work wellbeing, and building a community for leaders who care aims to create a movement that inspires leaders to prioritize wellbeing, authenticity, and connection.

“I believe that as we continue to evolve and innovate, Executive Unschool will be at the forefront of redefining what it means to lead with heart and intention,” Bree concludes.

The White Elephant in the Room: Company Culture, Innovation, and Workforce Generation

Moe Mesbah is a Senior professional leader with 23+ years of experience in Management, leadership, and HR Former Country Managing Director and Cluster HR Head in American President Lines (a global organisation) led a highly innovative international organisation branch in Egypt & Middle East. His current and previous roles included regional responsibilities and projects in different countries such as Saudi Arabia, Bahrain, Qatar, Libya, Sudan, UAE, Turkey, USA, Germany, Kenya, Lebanon, Jordan, UK, Egypt, Netherlands and Singapore, responsible for the transformation program in Saudi Arabia/Bahrain and the overall country HR strategy included achieving the Saudization program, Leads and executes regional development and training projects and programs in Turkey and Libya, Engaged in the Global HR system and the productivity matrix projects with The Global HR team in Singapore, involved in setting up of local HR shared services to cater to 5 countries in the Middle East, Delivered cloud solutions and managed the change moving from web concept to mobile application strategy.

Moe Mesbah Executive Managing Director at PEOPLE UK

Company culture has long been the “white elephant in the room.” It’s the unspoken element that either drives innovation or derails progress, especially as new generations, like Gen Z, enter the workforce with unique expectations and values. While many organizations boast about their culture on paper, the reality on the ground often reveals significant gaps. Ignoring these gaps not only stifles creativity but also causes friction with a workforce that increasingly prioritizes meaningful work, autonomy, and alignment with personal values. This cultural misalignment, often overlooked, is a barrier to innovation, and addressing it is critical for future success.

Company Culture: The Foundation or the Obstacle?

At its core, company culture is the shared values, behaviors, and beliefs that shape how employees interact and get work done. It’s the invisible hand guiding decisions, communication styles, and problem-solving approaches within an organization. However, many companies struggle to make their stated culture resonate with their workforce.

Take the example of **Zappos**, a company that has been heralded for its customer-centric culture. Their commitment to empowering employees to “wow” customers is a key driver of their success. Yet, companies trying to replicate

this often focus on surface-level initiatives, such as adding perks or fun office decor, without addressing the deeper cultural factors that promote innovation and employee satisfaction. The disconnect between aspirational culture and actual employee experience is where innovation often stalls.

The issue becomes even more pronounced with Gen Z, a workforce generation that is driving rapid change and demanding more from employers than previous generations. For organizations to thrive, especially in today’s innovation-driven economy, they must acknowledge and actively reshape their culture to align with the evolving expectations of this generation.

Gen Z and the Push for Purpose

Born between 1997 and 2012, Gen Z is the first generation to grow up entirely in the digital age. With unprecedented access to information, they are acutely aware of global issues, ranging

from climate change to social justice. This generation expects the organizations they work for to share their values and demonstrate social responsibility. According to a study by **Deloitte**, 77% of Gen Z respondents said that it’s important to work for a company whose values align with theirs. They crave a sense of purpose in their work, not just a paycheck.

Companies that fail to embed this sense of purpose into their culture risk alienating top talent. One practical example is **Patagonia**, the outdoor clothing company known for its environmental activism. Patagonia doesn’t just market sustainability; it practices it at every level, from using recycled materials to supporting grassroots environmental campaigns. This authenticity resonates with Gen Z employees and customers alike, who see the company as more than just a place to work—it’s a cause to be part of.

Innovation thrives when employees feel a sense of purpose because they are more

For organizations to thrive, especially in today’s innovation-driven economy, they must acknowledge and actively reshape their culture to align with the evolving expectations of this generation

To unlock innovation, companies must build a culture that is both flexible and inclusive

motivated to solve problems and push boundaries. Organizations need to take a hard look at whether their culture supports or suppresses this drive.

Innovation and Flexibility: The Key to Attracting Gen Z

To unlock innovation, companies must build a culture that is both flexible and inclusive. For Gen Z, flexibility in how and where they work is non-negotiable. Many members of this generation prefer remote or hybrid work environments, valuing autonomy over traditional office structures. This trend, accelerated by the COVID-19 pandemic, has shifted the way companies think about workplace flexibility. Businesses that insist on rigid in-office policies risk losing out on top Gen Z talent.

One case study that illustrates the power of flexibility is **Spotify**, which introduced its “Work from Anywhere” policy in 2021. Spotify allowed employees to choose whether they wanted to work from home, the office, or a combination of both. This policy wasn’t just about physical location; it was about trusting employees to manage their own time and tasks, a concept that Gen Z fully embraces. By prioritizing flexibility, Spotify not only attracted and retained talent but also saw an increase in innovation, as employees were empowered to work in ways that best suited them.

This cultural shift toward flexibility also mirrors Gen Z’s approach to work-life integration. They do not want work to be a burden but rather a meaningful part of their lives that complements their personal goals and values.

Building a Culture of Continuous Innovation

Fostering innovation requires more than just adopting new technology or hiring creative individuals. It demands a company culture that encourages risk-taking, experimentation, and the freedom to fail. Gen Z, with their digital fluency and comfort with rapid change, are natural innovators. However, they won’t thrive in environments where they feel stifled by bureaucracy or outdated practices.

**Google’s 20% Time** is a well-known initiative that allows employees to spend 20% of their time working on projects they’re passionate about. The program led to some of Google’s most successful products, including Gmail and Google Maps. While not every company has the resources to offer such a program, the underlying principle is clear: Give employees room to explore new ideas and take ownership of their work.

For Gen Z, who value autonomy and personal growth, this kind of freedom is essential. They are not content with following orders—they want to contribute meaningfully and see the impact of their work. By cultivating a culture that promotes exploration and values contributions from all levels of the organization, companies can tap into Gen Z’s potential for innovation.

## Case Study: Netflix’s Culture of Candor and Accountability

One of the most cited examples of company culture driving innovation is **Netflix**. Netflix’s culture deck, famously published online, outlines its emphasis on freedom and responsibility. The company encourages open feedback and expects employees to

By cultivating a culture that promotes exploration and values contributions from all levels of the organization, companies can tap into Gen Z’s potential for innovation

make decisions as if they were the company’s owners. This level of accountability resonates deeply with Gen Z, who value transparency and dislike micromanagement.

Netflix’s culture of candor has directly contributed to its innovation. Employees are expected to take risks and are supported when things don’t go as planned. This environment fosters creativity and experimentation, crucial ingredients for staying ahead in the rapidly changing entertainment industry. It’s no surprise that Netflix remains at the forefront of content creation and technological innovation, consistently adapting to new consumer demands.

Overcoming the White Elephant

It’s easy to ignore the misalignment between a company’s stated culture and its lived experience, especially when profits are strong or there’s an illusion of harmony. However, the tension caused by this disconnect—this “white elephant”—will eventually lead to friction, disengagement, and stifled innovation. Gen Z, with their emphasis on authenticity, flexibility, and purpose, are less likely to tolerate a disingenuous company culture than previous generations.

By addressing the white elephant head-on, organizations have an opportunity to create a culture that not only appeals to the younger workforce but also drives continuous innovation. This means more than just adding perks or token initiatives. It requires a fundamental shift toward a culture of trust, accountability, and alignment with the values that matter most to Gen Z.

In this rapidly evolving world, organizations that prioritize and evolve their culture in tandem with the expectations of the workforce will be the ones that thrive, adapt, and innovate. Ignore the white elephant at your own risk—because it’s certainly not ignoring you.

Julio Franco Chief Customer Officer, Zappi

CHIEF CUSTOMER OFFICER

Redefining Market Research with a Deep Commitment to Consumer-centric Innovation

Julio Franco’s journey into the world of consumer insights isn’t what you’d call ordinary. While many professionals in the field admit they stumbled into it, Julio was practically born into consumer insights. Growing up in Colombia, he was immersed in a world where focus groups, data analysis, and market research were everyday conversations at the dinner table. His father, a pioneer in the consumer insights industry, helped introduce formal market research in Colombia. By the time Julio was old enough to grasp the concepts, he had already seen firsthand how data could influence business decisions.

“I was surrounded by focus groups, surveys, and data analysis from a very young age,” Julio

recalls. “It became a part of my life long before I realized it was my passion.” With a background in psychology, he was naturally fascinated by understanding human behavior and how it could drive human-centric decisions. Working in consumer insights seemed like the perfect fit—a space where his academic passions intersected with practical impact.

His professional career began in Colombia as an analyst, where he developed a keen understanding of data and the power it holds in shaping business strategy. As he gained experience, he moved to the United States and joined Ipsos, where he tackled a variety of research projects, spanning different industries and specializing in global and U.S. Hispanic

market research. Each role gave him a deeper appreciation of market segment nuances and how they inform consumer behavior.

A major turning point came when Julio transitioned from research to the brand side by joining AIG. There, he built the company’s first consumer insights function from the ground up. The role was eye-opening and incredibly rewarding. “I saw firsthand how insights could drive an organization’s strategic decisions,” he says. But this experience also unveiled a major challenge in the industry: speed. The traditional approach to market research, which often took six weeks or more, simply couldn’t keep up with the pace of real-time business needs. “We were losing influence because the data wasn’t available fast enough to guide real-time decision-making,” Julio explains.

That frustration marked the beginning of a quest for solutions. Then he discovered Zappi, a company that was addressing precisely the problem he had been grappling with. Zappi was transforming consumer insights through technology, offering high-quality data at the speed today’s businesses require. Julio had a pivotal choice to make: continue trying to transform what felt like a “Blockbuster model” or join a company that had the potential to be the “Netflix for consumer insights.” He chose the latter.

“I remember vividly a moment at AIG,” he recounts. “I had convinced a senior business leader to use consumer insights for a key decision. When he asked how long it would take, I said six weeks. His response was, ‘I can’t wait six weeks. The business can’t wait six weeks.’” That moment crystallized the problem for Julio. Insights had to be delivered faster; otherwise,

the voice of the consumer would be left out of critical business decisions.

Joining Zappi was serendipitous and, in many ways, inevitable. The company’s use of automation to deliver high-quality insights in hours, not weeks, aligned perfectly with Julio’s vision. For the past eight years at Zappi, he has

worked closely with other insights leaders to ensure the consumer’s voice is integral to decision-making processes. He’s also committed to representing customers’ needs internally, helping Zappi evolve to keep pace with market demands.

Julio’s role at Zappi revolves around ensuring customer success. He oversees teams that deliver value through various channels, including customer support, professional services, and survey delivery

Reflecting on his journey, Julio’s motivation is clear. “If I could have offered insights in a few hours instead of weeks, it would have made all the difference,” he says. That realization drives his passion to advance the consumer insights field, a profession he was born into and continues to shape.

The New Era of Consumer Insights

One of the most significant challenges facing the industry today is driving behavior change. Julio recognized early on that the gap between market research and the real needs of businesses was not just an inconvenience—it was a major roadblock. "Many market researchers are naturally riskaverse and set in their ways," he reflects. Yet, Zappi was determined to change this landscape by being the first organization to introduce technology into consumer insights. The idea of fast, high-quality insights was met with skepticism at first, especially from professionals used to traditional, slower methods. But as Julio puts it, “We’ve demonstrated that fast, highquality insights are not just possible but reliable. Today, speed is expected, and digital insights have become table stakes.”

As the industry evolves, Zappi’s challenge has shifted to helping customers transform their approach to data, ensuring it becomes a valuable, accessible asset. Julio explains, "Having insights quickly is great, but being able to learn on demand from every insight across your organization is transformative." To achieve this, Zappi has worked tirelessly to re-onboard longterm customers, restructuring their data assets for both immediate questions and broader, strategic ones. This work isn't just about technology; it’s about guiding entire organizations—hundreds of

them, in fact—through a paradigm shift in how they perceive and use data.

Julio’s role at Zappi revolves around ensuring customer success. He oversees teams that deliver value through various channels, including customer support, professional services, and survey delivery. His goal? To guarantee that customers have consumer insights at their fingertips whenever they need them. "As we drive this industry change, we’re also helping our customers shift their own operations," he says. "We’ve essentially taken on a role that feels more like management consulting, mentoring our clients on how to incorporate technology into their workflows. It’s something we’ve embraced and excelled at."

Julio’s passion for his work is evident. His position allows him to bridge two essential worlds: helping clients connect deeply with their consumers, and ensuring Zappi’s innovations are genuinely customercentric. He describes himself as a translator, especially crucial in such a disruptive field. "It's not about giving customers what they think they want," he emphasizes. "If we did, we’d be delivering ‘faster horses’ instead of meaningful innovation. My job is to uncover their core needs and create solutions that truly add value."

From Fast and Cheap to Competitive Advantage

What becomes evident quickly in business is that once a new company disrupts an industry, it opens the doors to new evolutions. For Zappi, it found that speed alone wasn’t enough to revolutionize insights. The company, in part

to Julio’s strategic direction from working with customers, needed to go one step further.

For Zappi, this evolution was the idea of connecting a company’s entire data asset. Historically, market research is designed to answer questions at a point in time. But what happens if you put them together? This more systematic approach enables companies to leverage past research seamlessly, transforming consumer data into a long-term asset rather than a one-off resource. Imagine a consumer packaged goods (CPG) company looking to validate a product concept. Instead of conducting a new survey every time, they can tap into their existing data, seeing how similar ideas have performed historically. "It’s a game-changer," Julio says. "Companies can ask questions and get answers using a rich, historical data layer, making decision-making faster and more efficient."

To enhance data connectivity, Zappi began designing methodologies that directly serve business needs. Traditional market research methods were often disconnected from real-world consumer behaviors and business questions. To change this, Zappi collaborated with a network of customer-centric organizations, developing open-source methodologies that could address genuine strategic needs. "Our clients aren’t just getting data," Julio explains. "They’re getting actionable insights that impact their strategies and performance."

For Zappi, onboarding new clients means more than just familiarizing them with the platform. It’s about understanding their business outcomes and setting up data infrastructures that align with their strategic goals. Julio emphasizes the importance of customizing this process:

"Because we’ve worked with about two-thirds of the Fortune 500, we can anticipate needs and provide tailored recommendations."

The work isn’t always easy. It requires guiding clients to digitize and seamlessly embed data into their decision-making processes. However, the payoff is significant. "When we start working with companies," Julio says, "we

show them how to turn years of disorganized data into a streamlined, accessible asset." By tagging data with business-relevant variables, Zappi ensures that teams can make informed decisions using existing insights. For instance, if a marketing team wants to explore new product packaging, they can look back at past consumer data rather than running a new study.

By tagging data with business-relevant variables, Zappi ensures that teams can make informed decisions using existing insights

As Julio sees it, "This way, we reduce waste and empower our clients to innovate confidently."

The AI Revolution in Market Research

Artificial intelligence and large language models (LLMs) are reshaping countless industries, and market research is no exception. This field, inherently data-driven, benefits immensely from AI’s capabilities. Julio explains that at Zappi, the integration of AI isn’t new. "We’ve been leveraging AI and machine learning from

the very beginning, building well-structured data long before it became mainstream,” he says. As a result, they find themselves ahead of the competition in harnessing AI’s full potential to drive analysis, insights, and innovation.

AI is indeed transformative. The speed and ease with which vast datasets can now be processed are revolutionizing how insights are generated. "The beauty of this transformation is that it’s increasingly user-friendly," Julio observes. The market research industry, with its

foundation in data interpretation and strategic questioning, is uniquely poised to maximize AI’s potential. Traditionally, researchers asked questions to consumers. Today, they can ask questions of the AI systems themselves.

“What sets market researchers apart is our unique skill set,” Julio explains. “We understand data deeply, and we’re experts at crafting precise, impactful questions.” This dual expertise is incredibly relevant in the age of AI and concepts like prompt engineering. With a robust data foundation, market researchers can use AI to gain insights that are both comprehensive and timely, a game-changer for the entire industry.

Empowering Decision-Makers Globally

In today’s dynamic business landscape, there are generally two types of organizational models. On one hand, some companies follow a traditional top-down approach where decisions flow from the top tier of leadership. On the other hand, there are organizations that embrace a more bottom-up model, one that empowers individuals at every level to make critical decisions. As Julio puts it, the latter approach is becoming increasingly common. "The topdown model is phasing out," Julio notes. "Brands are now empowering their teams to act as autonomous decision-makers."

For Julio and his team, the secret lies in creating a solid foundation that enables users worldwide to operate in a way that suits their local needs yet aligns with an overarching global strategy. It’s a delicate balancing act, but one that is driven by a relentless focus on simplicity and user needs. Their method involves addressing specific business needs, whether they vary by market, brand, or operational area. Yet, they also ensure there’s no dissonance when local insights coalesce into a global vision. “This requires a thoughtful approach,” Julio explains. “We often collaborate with proactive partners who understand the goal of establishing a connected system.”

For Julio and his team, customer success manifests in tangible outcomes. It's about seeing their clients’ products and advertising resonate in the market. "It’s incredibly rewarding to witness a concept that was refined on our platform become a market hit,” Julio shares. This not only validates the importance of involving consumers in decision-making but also reinforces the value of a consumer-centric approach.

For Julio and his team, customer success manifests in tangible outcomes. It's about seeing their clients’ products and advertising resonate in the market

Success for their clients translates to growth and market impact. Julio is quick to point out that when their clients succeed in launching popular, well-received products, it confirms that the company’s consumer-centric model is working. "Our success is a mirror of theirs,” he explains, underscoring how deeply intertwined these achievements are.

Empathy in Business

For Julio, one core principle stands out: empathy. Whether it’s in the realm of consumer insights or customer success, the ability to understand and genuinely feel what another person experiences is fundamental. “Both fields come down to seeing the world from someone else’s perspective,” Julio explains. In consumer insights, it means understanding how consumers perceive a product, a brand, or an idea. It’s about

seeing things through their eyes and using that perspective to inform business decisions.

The same holds true for customer success. “It’s right there in the name: Customer Success,” Julio points out. “Our role is to ensure our customers achieve their goals, and that’s only possible if you truly understand their world— their aspirations, challenges, and vision of success.” Real empathy, as Julio describes it, is more than a buzzword. It requires filtering every decision through the lens of the customer or consumer.

“When you genuinely consider their needs and perspectives, that’s when you’re set up for true success,” Julio affirms. In his experience, when empathy is practiced deeply and authentically, it becomes a transformative force that drives meaningful, consumercentric innovation.

Kristin Lytle CEO, The Leader's Edge

LEADERSHIP COACH

Igniting Potential and Redefining Leadership

Kristin Lytle, the dynamic Owner and CEO of The Leader’s Edge, is on a mission to help organizations stop wasting potential. With over two decades of experience in Human Resources and talent roles, she brings a wealth of practical knowledge and a deep understanding of what it takes to develop leadership that drives success.

Kristin’s passion for talent development began during her 20 years in corporate America. “I fell in love with this area of the business because it gave me the chance to identify talent and accelerate their growth,” she recalls. Her hands-on experience working with organizations globally has cemented her belief that the success or failure of any company fundamentally hinges on the strength of its leadership.

Throughout her career, Kristin observed a recurring theme: untapped potential. “I saw what was possible when talent was truly supported, but I also saw so much of it being wasted,” she says. This realization sparked her desire to make a larger impact, transforming challenges within organizations into opportunities for individuals and businesses to thrive.

At The Leader’s Edge, Kristin is dedicated to equipping leaders with the tools they need to navigate the complexities of their roles. She is driven to help managers overcome the challenges, frustrations, and political roadblocks that often arise in the absence of strong leadership. "Executive coaching and leadership development are too often limited to a select few," Kristin explains. "I want to broaden access

and empower more high-integrity leaders to rise to the top."

In her role as CEO, Kristin is redefining what it means to lead with purpose, ensuring that leadership development isn’t just a privilege for the few but a pathway for many.

Bringing Leadership Insights to Life

At The Leader’s Edge, two principles set the organization apart. The first is a commitment to “saying the quiet part out loud.” Kristin Lytle and her team excel at breaking down complex concepts into simple, relatable analogies. "We

find ways to turn insights into action," Kristin explains, emphasizing that practical application is key to real transformation.

The second differentiator is the caliber of their coaching team. With professionals who have held C-suite roles across more than 20 industries, The Leader’s Edge boasts a deep bench of coaches equipped with diverse leadership experience and toptier coaching credentials. This unique blend enables the organization to offer tailored solutions for clients navigating varied leadership challenges.

Kristin’s extensive background in talent management adds an extra layer of depth to her approach. Having led hundreds of succession planning meetings and talent reviews, she understands the inner workings of leadership decisions. “There’s so much that happens behind closed doors in those discussions,” she notes. This insight enables her to guide clients on positioning themselves for promotions, leadership roles, and other critical opportunities.

One of her primary goals is to empower individuals to take control of their careers. “I never want someone to hold themselves back,”

she says. Kristin focuses on helping clients articulate their value, advocate for themselves, and accelerate their development.

One of her most impactful strategies is the 3-3-3 method, which helps clients manage stress and reframe challenges. “A client recently told me how transformative it has been,” she shares. “Instead of wasting mental energy on a difficult moment, she now asks herself, ‘Will anyone remember this in three hours, three days, or three weeks?’” This approach has become a cornerstone in Kristin’s toolkit, enabling leaders to maintain focus and clarity.

The Fundamentals of Exceptional Leadership

Leadership today demands calm, clarity, and, most importantly, sound decision-making.

According to Kristin, “The strongest asset a leader can have is their decision-making acuity.”

As leaders advance, the weight of their decisions grows, and great decision-making stems from earned confidence, broad capability, and resilience—skills that are developed, not innate.

Kristin emphasizes the importance of tough conversations in driving meaningful change.

“You have to be willing to say the unpopular thing, even when it’s uncomfortable,” she states. It’s not enough to avoid difficult discussions under the guise of kindness. "Is it truly kind

to withhold feedback that could help someone succeed?" she challenges. Honest feedback is a cornerstone of trust and growth within teams, even when it feels difficult in the moment.

For Kristin, self-awareness is another critical trait of effective leadership. Leaders must reflect on their emotions, decisions, and behaviors to ensure they are acting with authenticity and empathy. “If we experience stress, we need to recognize it and recenter,” she explains, stressing the importance of self-regulation to avoid projecting negative behaviors onto others.

Fear, Kristin notes, often lurks behind leadership struggles—whether it’s fear of judgment, fear of failure, or fear of looking uninformed. “Acknowledging how much fear

is influencing your actions is vital,” she says. By confronting these fears, leaders can create a more honest, empowered environment for themselves and their teams.

Ultimately, Kristin’s philosophy centers on building trust, fostering self-awareness, and committing to authentic leadership practices. By addressing these fundamentals, she helps leaders navigate today’s fast-paced business environment with confidence and clarity.

Breaking Barriers to Leadership Diversity

Despite significant strides in the workplace, women remain underrepresented in top leadership roles, holding just 29% of SVP or C-Suite positions. This lack of representation often leads to competence-based microaggressions, such as having their judgment questioned or being mistaken for someone in a less senior role. These challenges persist even as the case for diversity becomes increasingly compelling.

Kristin Lytle highlights the tangible benefits of inclusive leadership: “Inclusive leaders see a 29% increase in team collaboration, a 17% boost in team performance, and a 20% improvement in decision-making quality.” The data leaves little doubt—diversity and inclusion are essential for effective leadership.

Kristin points out that organizations with homogenous leadership teams struggle to fully understand and serve a diverse customer base.

“If your organization wants to serve a large customer base, how can you accurately meet their needs with only one type of leader making decisions?” she asks.

To address these disparities, The Leader’s Edge has developed signature programs such as EXCEL for Emerging Women Leaders and A Leadership Experience for Black Women. These programs are designed to close the gaps in leadership representation and run multiple times a year, equipping underrepresented groups with

The Leader’s Edge has developed signature programs such as EXCEL for Emerging Women Leaders and A Leadership Experience for Black Women, which are designed to close the gaps in leadership representation and run multiple times a year, equipping underrepresented groups with the skills and confidence to excel

the skills and confidence to excel. “Our approach ensures that every client is supported through an inclusive framework,” Kristin explains.

Tailored Leadership for Individual Success

Leadership development is not a one-size-fits-all journey, and The Leader’s Edge stands out for its personalized approach. “We find it essential to understand exactly what our clients are experiencing and align our coaching solutions to their unique needs,” Kristin says.

The process begins by assessing the goals of both the individual and the organization. With a strong team of executive coaches boasting diverse perspectives and extensive industry experience, The Leader’s Edge carefully matches each client with a coach whose background aligns with their specific challenges.

This customized approach addresses a growing issue in leadership pipelines: the lack of actionable feedback. Kristin observes that many organizations fail to provide consistent, meaningful feedback due to overtaxed leaders juggling unprecedented demands. “People often don’t realize the full impact of their actions,” she notes.

The Leader’s Edge is deeply committed to cultivating high-integrity leaders who can navigate these challenges effectively. “We need more high-integrity leaders across all organizations and governments,” Kristin emphasizes. Her mission is to support these leaders as they rise, ensuring they succeed without succumbing to burnout.

Shaping the Future of Leadership

The Leader’s Edge is deeply committed to cultivating high-integrity leaders who can navigate the challenges effectively

The workplace is undergoing a transformation, with inclusive leadership and AI integration taking center stage. The Leader’s Edge has embraced these shifts, adapting its practices to stay ahead of the curve.

To foster continuous learning, the organization hosts quarterly sessions where experts share insights into emerging trends. This ensures that its executive coaches are equipped to meet clients where they are. Additionally, The Leader’s Edge benefits from the expertise of a dedicated Vice President of Research and Workplace Trends. This role focuses on analyzing evolving

dynamics and ensuring leadership programs remain cutting-edge.

The workplace is undergoing a transformation, with inclusive leadership and AI integration taking center stage. The Leader’s Edge has embraced these shifts, adapting its practices to stay ahead of the curve

Kristin’s vision for the future is bold: to help one million leaders by 2035. “For my role, success means enabling my team to take the right steps toward achieving this goal,” she explains. To make this vision a reality, Kristin prioritizes two critical responsibilities: safeguarding the organization and driving its growth.

“All my decisions and investments point back to these priorities,” she says. This clarity of purpose allows The Leader’s Edge to navigate a rapidly changing leadership landscape while staying true to its mission. By doing so, Kristin and her team aim to inspire leaders to rise to the challenges of tomorrow with confidence, inclusivity, and innovation.

How AI Will Change Payroll for Companies

Jamie Haerewa is the CEO and Co-founder of AgileHRO, a trailblazer in the HR tech space focused on transforming global payroll and talent management. With a background in strategic leadership and a passion for innovation, Jamie is dedicated to improving organizational efficiency and employee satisfaction through automation and AI-driven solutions. Her work focuses on enabling businesses to streamline their HR functions, ensuring compliance, and enhancing the employee experience. Jamie’s passion for leveraging technology to drive organizational success has positioned her as a thought leader in HR tech, recognized for her vision and ability to create impactful solutions for businesses worldwide.

Jamie Haerewa CEO and Co-founder of AgileHRO

Payroll isn't just a back-office function anymore—it's a vital part of how businesses engage with employees and plan for growth. Traditionally, payroll has been seen as an operational task, a necessary process to ensure employees are paid correctly and on time. But today, we see how AI transforms payroll from a transactional activity to a strategic function that can drive business success.

As AI technology becomes more accessible, it's allowing companies to rethink how they manage payroll, turning it into a tool that enhances accuracy, transparency, employee satisfaction, and overall business agility.

AI: The Bridge Between Payroll and Business Strategy

Historically, payroll has been viewed as a cost center, a process that simply ensures employees get paid. But with the advent of AI, payroll is becoming a powerful tool that directly supports business strategy.

AI is enabling businesses to align compensation with company performance. By integrating payroll with real-time financial data, businesses can now dynamically adjust pay rates, bonuses, and even

benefits based on how well the company is doing. This alignment ensures that payroll isn’t just a reactive function—it becomes part of the proactive decision-making that shapes business growth.

For instance, AI can analyze company revenue data and adjust compensation structures based on financial performance. If a business experiences a particularly strong quarter, AI can recommend pay raises or bonuses that reward employees for their contribution to the company’s success. On the other hand, during slower periods, AI can help businesses make adjustments to avoid overcommitting on payroll expenses.

For example, companies like Netflix use AI to integrate financial forecasting with talent management, adjusting compensation models based on changing financial conditions. This level of integration ensures that pay structures are always aligned with both business performance and employee expectations.

AI’s Ability to Create a Transparent and Trustworthy Payroll System

In an age where transparency and trust are crucial for employee engagement, AI can play a major role in ensuring that employees have

By integrating payroll with real-time financial data, businesses can now dynamically adjust pay rates, bonuses, and even benefits based on how well the company is doing

confidence in how their pay is calculated.

Traditional payroll systems are often seen as opaque, with employees unsure of how their compensation is determined.

AI helps by providing a clear and understandable breakdown of pay calculations. By using AI to track performance data, time worked, and company performance, businesses can ensure that compensation is aligned with individual contributions. Employees can access

personalized, real-time insights into how their pay is calculated, helping to build trust and improve engagement.

Research from PwC highlights that 80% of employees are more likely to stay at a company that provides transparency in pay decisions. AI-powered tools can help companies achieve this transparency while also ensuring that compensation remains competitive and aligned with market trends.

AI and Payroll as a Personalized Employee Experience

As businesses compete for top talent, offering a personalized employee experience is becoming more important. AI is enabling payroll systems to move beyond the simple task of issuing paychecks to becoming an integral part of a personalized, employee-focused experience.

In the future, payroll systems powered by AI will allow employees to choose how and when they get paid. Whether it’s through flexible pay schedules or on-demand pay, AI will give employees more control over their earnings, increasing satisfaction and reducing financial stress.

AgileHRO, for instance, plans to introduce an on-demand pay feature for both our internal team and clients in the next year. This will allow employees to access earned wages before the scheduled payday, giving them more flexibility and helping to reduce financial stress.

Payroll as a Real-Time Data-Driven Decision-Maker

Agility is crucial for businesses today. The ability to quickly adjust to changes in the market, staffing levels, or company performance is what separates successful businesses from those that struggle. AI-powered payroll systems help organizations stay agile by providing real-time insights into labor costs, allowing managers to make datadriven decisions about their workforce.

By integrating payroll data with broader business intelligence tools, AI can provide businesses with real-time information about their workforce’s performance and costs. This data helps managers adjust staffing levels quickly in response to changing business needs, whether that’s scaling up operations for a

By using AI to track performance data, time worked, and company performance, businesses can ensure that compensation is aligned with individual contributions

new project or scaling down in response to a market slowdown.

AI Payroll as a Tool for Building a Talent Strategy

In today’s competitive job market, compensation is one of the most powerful tools businesses have to attract and retain top talent. AI is helping companies align their compensation strategies with market trends, ensuring that they offer competitive pay and benefits.

AI tools can analyze industry data, employee satisfaction surveys, and pay trends to ensure that a company’s compensation packages are in line with what top talent is seeking. By using AI to stay ahead of market trends, businesses can adjust pay structures, benefits, and even working conditions to retain valuable employees.

In fact, Deloitte’s 2024 Global Human Capital Trends report revealed that 62% of organizations are using AI to make more informed compensation decisions, indicating a strong trend towards data-driven pay strategies. This AI-driven approach helps companies stay competitive while also ensuring that pay remains fair and equitable.

Predicting Payroll Trends

The future of work is changing rapidly, and so is the way we manage payroll. As remote work, hybrid models, and freelance roles become more common, companies will need to adapt their payroll systems to accommodate these new trends.

AI can help businesses anticipate these changes and adapt their payroll strategies accordingly. By analyzing trends in remote work, cross-border employment, and freelance hiring, AI can help businesses predict payroll

AI tools can analyze industry data, employee satisfaction surveys, and pay trends to ensure that a company’s compensation packages are in line with what top talent is seeking

needs and ensure compliance with international tax laws and regulations.

Research from Gartner suggests that by 2025, 60% of global organizations will use AI to manage multi-country payrolls, helping companies navigate the complexities of international tax laws and cross-border compensation.

Conclusion: Payroll is Evolving, and AI is Leading the Way

As we’ve seen, AI is transforming payroll from a transactional function to a strategic tool that enhances business decision-making, improves employee satisfaction, and supports organizational growth. AI-powered payroll

systems are not just about paying employees— they’re about aligning compensation with company performance, personalizing the employee experience, and driving better business outcomes.

At AgileHRO, we’re excited to continue innovating by introducing AI-driven payroll features like on-demand pay, and we believe this will play a crucial role in shaping the future of work. By embracing AI, businesses can gain a competitive edge in attracting and retaining top talent, improving financial forecasting, and ensuring compliance with global payroll regulations. The future of payroll is here—and it’s powered by AI.

Maheswari Kanniah

Group Chief Regulatory and Compliance Officer, Kenanga Investment Bank Berhad

CHIEF COMPLIANCE OFFICER

Championing Trust and Integrity with Unstoppable Resilience

Maheswari Kanniah, the Group Chief Regulatory and Compliance Officer at Kenanga Investment Bank Berhad, is a trailblazer in the financial services sector. With a career steeped in governance and compliance, she has become a respected voice in navigating the intricate intersection of ethics, regulation, and business strategy.

Her journey into compliance began with an unexpected twist. Early in her career, Maheswari was offered a chance to lead her first compliance team—a role she initially hesitated to accept. "I was very comfortable as a company secretary and genuinely enjoyed the work," she recalls. However, a moment of introspection pushed

her to embrace the challenge. “I thought to myself that I should take the risk and do what most others might shy away from at that stage in their lives.” That decision proved pivotal, setting the stage for her transformative leadership in compliance.

Maheswari’s solid background in governance made the transition seamless. Her ability to apply governance principles to compliance reshaped how her teams approached the field, bringing a fresh perspective to an oftenoverlooked discipline. “Governance is a key element of compliance,” she explains. “By leveraging those principles, I aimed to change the whole landscape of how we view and implement compliance.”

Her fascination with regulatory frameworks and ethics goes beyond ticking boxes. It stems from witnessing the profound impact of compliance failures early in her career. “I saw how lapses in compliance could destabilize organizations and ripple through communities,” she shares. Those experiences instilled in her a deep resolve to become part of the solution—a role she approaches with unwavering passion.

For Maheswari, compliance is more than adhering to rules; it’s about building trust. “An organization thrives when stakeholders— employees, customers, investors, and regulators—

can depend on its integrity,” she says. This belief underpins her approach, where guiding businesses toward success is as much about accountability as it is about ambition. “Doing what’s right, even when it’s challenging, is non-negotiable.”

Over the years, the field of compliance has grown increasingly complex with the rise of globalization, technological advancements, and emerging risks. These shifts have only deepened her commitment to the profession. Whether it’s protecting investors, mitigating fraud, or fostering a culture of ethics, Maheswari remains

Whether it’s protecting investors, mitigating fraud, or fostering a culture of ethics, Maheswari remains inspired by the tangible impact her work delivers

inspired by the tangible impact her work delivers. “The opportunity to make a difference every day is what drives me,” she shares.

Milestones That Define a Legacy

For Maheswari, a series of transformative milestones has shaped her career, each underscoring her commitment to integrity and governance. Among these, establishing the compliance department at an investment bank stands out. Initially hesitant to take on the challenge, she embraced the opportunity, igniting her passion for regulatory work.

"That role showed me the immense value of compliance in building trust and integrity within organizations," she reflects.

One of her proudest achievements came when Kenanga Investment Bank Berhad partnered with the Association of Certified Fraud Examiners (ACFE). Spearheading this initiative, Maheswari ensured Kenanga became the first organization in Southeast Asia to join ACFE’s Corporate Alliance. This milestone earned her the ACFE’s Outstanding Achievement in Outreach and Community Service award, making her the

Maheswari Kanniah, Group Chief Regulatory and Compliance Officer of Kenanga Investment Bank Berhad (“KIBB”); YM Tan Sri Dato’ Paduka Tengku Noor Zakiah Noor Ismail, Founder Emeritus and Adviser of KIBB; Mr. Ganesh Thuraisingham, Head of Asia Pacific Development of the Association of Certified Fraud Examiners; Tan Sri Dato’ Seri Panglima Haji Azam bin Baki, Chief Commissioner of the Malaysian Anti-Corruption Commission; and Datuk Chay Wai Leong, Group Managing Director of KIBB at the launch of KIBB’s flagship program, Fraud Awareness Week 2024.

Guiding young professionals to unlock their potential and navigate challenges with confidence has been one of the most rewarding aspects of Maheswari’s career

first Southeast Asian recipient. "Receiving that recognition was incredibly rewarding," she says, "because it reflected years of dedication to promoting ethical practices across the financial sector."

Kenanga’s Fraud Awareness Week campaigns, which engaged industry leaders, regulators, and the community in vital discussions on fraud prevention, were instrumental in this success. Beyond these campaigns, Maheswari has mentored young professionals and contributed to educational programs focused on fraud detection and governance.

Her election as the first Malaysian to the ACFE Board of Regents in the USA marked another landmark moment. This honor allowed

her to amplify the region’s voice globally, further strengthening her fight against financial crime. “It’s a privilege to represent Southeast Asia on a global platform and contribute to shaping the future of compliance and governance,” she shares.

Lessons from a Journey of Integrity

Maheswari’s career in financial services has been a masterclass in leadership shaped by valuable lessons. At the heart of her philosophy lies a steadfast commitment to integrity. “Doing the right thing, even when it’s difficult, is non-negotiable in an industry where trust is everything,” she emphasizes. This principle has guided her decisions and fostered trust within her organization and its people.

Collaboration has been another cornerstone of her journey. Leading diverse teams taught her the power of collective problem-solving. “No one has all the answers. By working together, we’ve created solutions far beyond what anyone could achieve alone,” she explains. Flexibility and openness to change have also been crucial. Navigating the ever-evolving financial landscape requires adapting to new regulations, technologies, and market dynamics.

Mentorship has been both a gift and a responsibility for Maheswari. “I’ve had exceptional mentors who shaped my path, and I feel a strong duty to pay it forward,” she says. Guiding young professionals to unlock their potential and navigate challenges with confidence has been one of the most rewarding aspects of her career.

Community service is another area where Maheswari finds purpose. She participates in initiatives promoting education, good governance, and fraud awareness, believing these efforts create informed and empowered communities. At the national level, she has contributed to regulatory reforms and capacitybuilding programs, driving systemic change. “True success is measured not just by personal achievements but by the positive impact we create for others,” she reflects.

Her work with the Malaysia Australia Business Council’s mentoring program has been particularly fulfilling. Seeing mentees grow and transform as leaders reminds her that learning is lifelong. “Helping others navigate leadership challenges and watching their confidence grow is deeply gratifying,” she says. For Maheswari, shaping the next generation of leaders who will excel in their careers and uplift their communities is the ultimate reward.

A Vision for Fraud Prevention

The partnership between Kenanga Investment Bank and the Association of Certified Fraud Examiners (ACFE) was born from Maheswari’s vision to combat financial crime on a broader scale. Recognizing the increasing sophistication of fraud, she saw the need for greater expertise in fraud risk management. “Partnering with ACFE was a natural step forward to strengthen prevention and detection efforts,” she explains.

In 2015, Kenanga became the first organization in Southeast Asia to join the ACFE Corporate Alliance, a milestone that elevated the bank’s standards and influence. Through the partnership, Kenanga gained access to global best practices, cutting-edge resources, and advanced training in fraud prevention. “This wasn’t just about improving our internal processes,” Maheswari shares. “It was about leading by example and inspiring others to prioritize anti-fraud initiatives.”

The results have been transformative. Internally, the partnership fostered a culture of vigilance, equipping employees to proactively address fraud risks. Externally, it positioned Kenanga as a thought leader in compliance and governance. “We’ve seen a ripple effect, with other organizations recognizing the importance of collaboration in combating fraud,” she notes.

The partnership remains a testament to Kenanga’s commitment to innovation and ethical conduct. By aligning with global fraud prevention standards, the bank has strengthened its position as a leader in integrity while inspiring others across the financial sector. “This collaboration demonstrates the power of shared vision and action in creating meaningful change,” Maheswari states.

A Global Voice for Anti-Fraud Advocacy

Being elected as the first Malaysian on the Association of Certified Fraud Examiners (ACFE) Board of Regents was a pivotal moment in Maheswari’s career. This position offered her the chance to represent Southeast Asia on a global stage and amplify the region’s unique challenges in combating financial crime.

Her vision for this role is as ambitious as it is purposeful. “My goal is to ensure that the voices of emerging markets are heard in the global fight against financial crime,” Maheswari shares. These markets face hurdles such as limited resources and the rapidly evolving complexities of fraud brought on by digital transformation. To address this, she advocates

Recognizing fraud as a global issue, Maheswari champions the sharing of insights and strategies across borders to develop more comprehensive solutions

for greater accessibility to anti-fraud education and tools, ensuring organizations worldwide have the knowledge and capabilities to protect themselves.

Collaboration is another cornerstone of her efforts. Recognizing fraud as a global issue, she champions the sharing of insights and strategies across borders to develop more comprehensive solutions. Maheswari is particularly passionate about integrating advanced technologies like artificial intelligence and data analytics into fraud prevention efforts. However, she emphasizes the importance of ethical frameworks to guide their application, ensuring that innovation does not outpace accountability.

Through her role, Maheswari strives to leave a lasting legacy. “This is more than a personal milestone for me. It’s an opportunity to drive innovation, inclusivity, and ethical leadership in the anti-fraud profession,” she asserts. Her work reflects her dedication to shaping a profession that not only adapts to modern challenges but also embodies integrity and trust.

Building a Culture of Integrity

For Maheswari, the foundation of compliance, ethics, and governance began at home. Influenced by parents who instilled a deep respect for honesty and responsibility, she carried these values into her leadership journey. “I often questioned household rules as a child,” she recalls, “but those principles laid the groundwork for my professional path.”

In her view, leaders who prioritize integrity set the tone for their organizations. Compliance should not be about enforcing rules but about empowering employees to make informed, ethical decisions. “Embedding compliance into an organization’s DNA makes it part of daily

life, not just something brought up during audits or training sessions,” she explains.

Maheswari emphasizes the importance of regular and interactive training programs. Such initiatives not only build awareness of compliance standards but also equip employees to address risks proactively. Providing practical tools and resources fosters a culture where employees feel confident in navigating ethical challenges.

Creating safe reporting channels is another key element. Confidential systems and protections against retaliation encourage openness and build trust. “When employees feel secure about speaking up, potential problems can be addressed early, preventing larger issues down the line,” she notes.

Open dialogue is equally important. By discussing ethical dilemmas transparently, Maheswari believes organizations can transform compliance into a shared responsibility. This approach creates a workplace where ethical behavior is celebrated, ultimately fostering long-term success and integrity.

Balancing Compliance with Innovation

In Maheswari’s experience, compliance and innovation are not opposing forces but complementary drivers of sustainable growth. She advocates for viewing compliance as an enabler rather than a hindrance, demonstrating how it can align regulatory requirements with creative solutions. “When compliance is integrated into the strategic process, it becomes a driver of trust and competitive advantage,” she explains.

Early collaboration between compliance teams and project planners is critical to this balance. By identifying risks upfront, organizations can avoid delays and mitigate

potential setbacks. This approach reframes compliance professionals as partners in innovation rather than gatekeepers.

Remaining adaptable is another essential factor. By staying informed about industry trends and regulatory shifts, organizations can anticipate changes and position themselves as leaders in best practices. For Maheswari, effective communication is key to this adaptability. Translating complex regulations into actionable insights ensures that operational teams understand how compliance supports their goals.

Ultimately, Maheswari underscores that the right mindset and collaboration can bridge the gap between compliance and innovation. This balance fosters not only regulatory excellence but also sustainable growth, proving that ethical practices can go hand in hand with groundbreaking achievements.

Building Resilience in High-Stakes Compliance

Navigating the intricate world of compliance within regulatory frameworks like the Central Bank, Securities Commission, and Stock Exchange requires a balance of expertise, purpose, and emotional strength. For Maheswari, this journey is rooted in a steadfast commitment to upholding ethical standards and safeguarding trust. "Knowing that my work protects organizational integrity is a powerful motivator, especially during complex challenges," she shares.

Maheswari views continuous learning as a cornerstone of resilience. She regularly engages in industry events, collaborates with thought leaders, and explores innovative tools to stay ahead in an evolving landscape.

Her dedication to growth is exemplified by her pursuit of qualifications late in her career, earning the Chartered Banker designation at 60 and becoming a Certified Expert in ESG and Impact Investing at 62.

Emotional resilience is another critical aspect. Facing high-stakes decisions with poise requires mindfulness, mentorship, and reflection. Maheswari’s approach includes seeking guidance from trusted advisors, drawing from past experiences, and practicing techniques to maintain clarity under pressure.

Equally vital is collaboration. Maheswari emphasizes the power of strong, supportive teams in tackling challenges. “Shared accountability and diverse perspectives lead to more effective problem-solving,” she explains.

For Maheswari, resilience and adaptability are not innate traits but skills honed through experience and a commitment to growth. She inspires her teams to embrace uncertainty with confidence, ensuring they are well-prepared to navigate future complexities.

Lessons from the Field and Track

Before becoming a trailblazer in the compliance world, Maheswari was making waves as a double international athlete. In the 1980s, she captained the Malaysian Field Hockey Team and represented the country in athletics, a remarkable journey that deeply influenced her leadership style.

Sports taught her valuable life lessons. "Preparation is key," she says. Success, she believes, is not determined on game day but through consistent effort and strategic practice. This philosophy has shaped her professional mindset, underscoring the importance of thorough planning in achieving organizational goals.

In her role as Group Chief Regulatory and Compliance Officer at Kenanga, Maheswari is shaping a compliance culture centered on integrity and accountability

Kenanga Tower at Kuala Lumpur, Malaysia.

As

a Certified Capital Market Professional and Compliance Advocate for the Securities Industry Development Corporation, Maheswari is dedicated to equipping the next generation of compliance professionals with the skills and knowledge they need

Determination, another attribute honed on the field, has been instrumental in her career. Competing under unpredictable circumstances instilled in her the ability to remain focused and resilient—qualities she considers indispensable in the fast-paced corporate environment.

Above all, teamwork stands out as the bridge between sports and leadership. Maheswari believes that success is a collective effort, whether on the field or in the boardroom. She fosters a culture of trust and open communication, ensuring every team member feels valued and empowered.

Her competitive spirit, tempered with humility and respect, drives her to aim for excellence while embracing setbacks as learning opportunities. "I celebrate successes as collective achievements," she reflects, a principle that continues to guide her approach to leadership.

Compliance as a Foundation for Trust

In her role as Group Chief Regulatory and Compliance Officer at Kenanga, Maheswari is shaping a compliance culture centered on integrity and accountability. For her, compliance is more than a regulatory necessity; it is a cornerstone for building trust with clients, employees, and stakeholders. "Trust is the currency of long-term success," she remarks.

Maheswari’s vision for compliance aligns with the dynamic nature of the financial services industry. With technological advances such as AI and blockchain reshaping the landscape, she prioritizes integrating these innovations into compliance frameworks. This approach enhances operational efficiency and risk detection while upholding ethical standards.

Developing talent within the compliance team is another pillar of her strategy. As a Certified Capital Market Professional and Compliance Advocate for the Securities Industry Development Corporation, Maheswari is dedicated to equipping the next generation of compliance professionals with the skills and knowledge they need.

Her efforts extend beyond Kenanga. Through strategic partnerships and active participation in industry forums, Maheswari is positioning the organization as a leader in fraud prevention and regulatory excellence. She envisions Kenanga not just as a compliant institution but as a model of innovation and ethical leadership.

By fostering a culture of trust and sustainability, Maheswari is ensuring Kenanga thrives in an ever-changing world. Her ultimate goal? To leave behind a legacy where compliance and accountability are seen not as burdens, but as enablers of growth and purpose.

Tomeshia S. Beckett, J.D., L.L.M. Chief Compliance Officer of Millennium Physicians

CHIEF COMPLIANCE OFFICER

Driving Ethical Innovation and Operational Excellence in Healthcare

Tomeshia S. Beckett stands out as a dynamic C-Suite Executive in the compliance space. With extensive experience across multiple industries, she has earned a reputation for delivering results, adapting swiftly to new challenges, and fostering collaboration among key stakeholders to meet business goals. Her ability to navigate rapid change and leverage transferable skills has been instrumental in driving organizational success.

Over the years, Tomeshia has consistently demonstrated her expertise by addressing and resolving complex regulatory challenges. She has successfully dismissed multiple investigations and complaints at both state and federal levels, showcasing her deep

understanding of regulatory landscapes and her proactive approach to risk management.

One pivotal moment in her career highlights her adaptability and strategic mindset. When Millennium Physicians expanded into new markets and introduced new services, the compliance requirements became significantly more complex. “It quickly became clear that our existing compliance programs weren’t sufficient for the new regulatory demands,” Tomeshia recalls. “I knew we needed a tailored approach to ensure a smooth transition.”

To tackle the challenge, she conducted a thorough analysis of the new regulations, identifying gaps and areas requiring adjustments in the organization’s compliance framework.

Collaborating with stakeholders, Tomeshia spearheaded the creation of customized policies and training programs to align with the specific requirements of the expanded services. Her efforts not only ensured full regulatory compliance but also built trust with local stakeholders and regulators.

The results spoke for themselves. The expansion was met with a positive reception, and Millennium Physicians established a strong foothold in the new markets. Reflecting on the experience, Tomeshia says, “This reinforced my belief that adaptability is a cornerstone of effective compliance leadership. Being proactive and responsive to challenges can yield outcomes that align with organizational goals.”

At Millennium Physicians, Tomeshia’s contributions have been transformative. By maintaining strict adherence to healthcare regulations and providing guidance and solutions to the Chief Executive Officer and President regarding emerging risks, projects, and strategic initiatives, she has safeguarded the organization against legal and financial penalties. This stability allows the company to focus on its core mission: delivering high-quality patient care. Her initiatives, from prioritizing patient safety protocols to enhancing patient education and engagement, have fostered trust and improved health outcomes.

“Compliance isn’t just about adhering to regulations,” Tomeshia emphasizes. “It’s about creating a framework that supports ethical practices, efficiency, and, ultimately, better patient care.” Her leadership underscores the vital role of compliance in building a foundation for long-term success in the healthcare industry.

Building Trust and Driving Change

In her role as Chief Compliance Officer at Millennium Physicians, Tomeshia emphasizes the importance of collaboration and communication to ensure the success of compliance initiatives. She prioritizes building strong relationships with stakeholders, including physicians and executive leadership, creating an environment where compliance is not just a mandate but a shared commitment.

“Transparency is key,” Tomeshia explains. “By engaging stakeholders early in the planning stages and seeking their input, we foster mutual understanding and make everyone feel valued.” Through regular meetings and feedback sessions, she facilitates a collaborative culture where concerns are addressed, and ideas are welcomed. Tomeshia also underscores the impact of data, sharing compliance successes and failures along with relevant metrics to illustrate how these initiatives contribute to the organization's goals.

Education is another cornerstone of her leadership approach. By continuously training team members on their roles and responsibilities, she reinforces the significance of compliance and aligns the organization toward a unified goal—providing high-quality patient care while adhering to regulatory standards.

Navigating rapid change in the healthcare sector requires resilience and a versatile skill set. Tomeshia highlights four essential competencies that have defined her leadership: adaptability, critical thinking, collaboration, and communication.

“Adaptability is crucial,” she shares. “Regulations and technologies change quickly, and being able to pivot while encouraging innovation helps build a flexible, forward-

thinking culture.” She also values critical thinking, noting that analyzing risks and making informed decisions not only prevents liabilities but strengthens the organization’s overall strategy.

Tomeshia stresses that collaboration is a catalyst for success, bringing diverse perspectives together to solve problems collectively. “It’s about involving all key stakeholders in decision-making,” she says. Clear communication is equally vital, especially during times of change, to minimize confusion and align the team with organizational goals.

To instill these skills across her team, Tomeshia fosters a culture of continuous learning. Regular training, team-building activities, and crossfunctional projects encourage proactive problem-

solving and strengthen team cohesion. “Leading by example with a clear vision and positive attitude is essential,” she emphasizes. “It’s about creating an environment where everyone feels informed, involved, and empowered.”

Overcoming Challenges

One of the most significant challenges Tomeshia faced as Chief Compliance Officer was implementing a new electronic health record (EHR) system across Millennium Physicians. The transition raised critical concerns about compliance with data privacy, security, and regulatory requirements, particularly those under HIPAA. Additionally, there were fears about potential disruptions to patient care during the rollout.

In her role as Chief Compliance Officer at Millennium Physicians, Tomeshia emphasizes the importance of collaboration and communication to ensure the success of compliance initiatives

By turning a potential challenge into a collective achievement, Tomeshia demonstrated the power of strategic leadership in driving change while safeguarding compliance

To address these challenges, Tomeshia initiated a comprehensive risk assessment, collaborating with IT, the EMR team, and clinical staff to evaluate potential vulnerabilities. She prioritized staff engagement, organizing meetings with key stakeholders—physicians, nurses, and administrative personnel—to listen to their concerns and gather valuable feedback. “Understanding their perspectives was vital,” she explains. “It not only helped us identify specific issues but also demonstrated that their input mattered.”

Tomeshia developed customized training programs to address compliance concerns tied to the new system. These sessions focused on data privacy, security protocols, and the role of compliance in protecting patient information and enhancing care delivery. To ensure seamless implementation, she also established a crossfunctional compliance task force. This group, comprised of representatives from various departments, monitored progress, identified risks in real-time, and devised collaborative solutions.

Advocating for the integration of compliance monitoring tools within the EHR system proved to be another pivotal strategy. These tools enabled the organization to track user access, data handling, and adherence to security protocols, ensuring continuous compliance.

Throughout the process, Tomeshia maintained open lines of communication with staff, providing regular updates on the rollout's progress, compliance measures, and expected outcomes. Her proactive approach fostered trust and confidence among team members.

The result was a seamless EHR implementation, completed without any disruptions to patient care or violations of HIPAA regulations. “This success wasn’t just about meeting compliance goals,” Tomeshia reflects. “It was about reinforcing a

culture of collaboration and accountability that continues to benefit the organization.”

By turning a potential challenge into a collective achievement, Tomeshia demonstrated the power of strategic leadership in driving change while safeguarding compliance.

Embedding Compliance into Growth and Innovation

Tomeshia firmly believes that a Chief Compliance Officer's success hinges on a comprehensive

understanding of the industry and operational processes. Without this foundation, effectiveness in the role is compromised. She prioritizes embedding compliance considerations into strategic planning by collaborating closely with the leadership team and board members. "If you don’t understand the industry, processes, and procedures within your organization, how can you be effective?" Tomeshia often emphasizes. Through this approach, Tomeshia ensures that compliance goals align seamlessly with

the organization's objectives, striking a balance between regulatory adherence and innovation. Leveraging technology is another key element of her strategy. By implementing compliance management systems and real-time data analytics tools, her team can efficiently monitor compliance metrics while remaining free to focus on broader strategic goals. This integration not only enhances efficiency but also fosters innovation and operational excellence.

Tomeshia’s drive for excellence stems from a deep commitment to organizational success. "Effective compliance isn’t just about avoiding fines or mitigating risks," she explains. "It’s about contributing to operational efficiency and aligning with the organization’s bottom-line objectives." Her passion is also rooted in fostering a culture of ethics and integrity, where high standards of conduct and accountability form the cornerstone of the organization. This perspective inspires her to lead with purpose and unwavering dedication.

Building an Adaptive Compliance Culture

Tomeshia envisions a compliance function that is proactive, adaptive, and deeply integrated into the fabric of the organization. Her goal is to maintain a culture where compliance is embraced as a shared responsibility rather than a punitive measure. "When compliance becomes a natural part of strategic planning and decision-making, it ceases to be a barrier and starts to act as a facilitator for innovation and growth," she notes.

As Millennium Physicians continues to expand, Tomeshia plans to sustain close collaboration with the leadership team,

board, and all departments. Her focus will be on embedding compliance considerations into every initiative and innovation, ensuring alignment with the organization's mission and vision.

Looking ahead, Tomeshia sees advanced technologies, enhanced data analytics, and trend analysis as vital tools for anticipating challenges and mitigating risks. By refining risk assessment processes, she aims to make compliance not only more robust but also a driver of operational and clinical excellence.

Advice for Aspiring Compliance Leaders

For those aspiring to leadership roles in compliance, Tomeshia stresses the importance of developing key skills such as effective communication, critical thinking, conflict resolution, and team management. "Leadership in compliance isn’t just about understanding regulations; it’s about connecting compliance with business strategies," she advises.

Tomeshia encourages emerging leaders to seek opportunities to lead initiatives within their organizations. Delivering results on projects builds credibility and experience. Additionally, a deep understanding of industry regulations, compliance frameworks, and organizational goals is essential. She highlights the unique position of compliance officers: "The entire enterprise depends on your ability to align compliance with the organization’s strategic objectives. It’s a responsibility that requires a blend of expertise, leadership, and vision."

By fostering these skills and perspectives, Tomeshia believes that aspiring compliance professionals can not only advance their careers but also drive meaningful change within their organizations.

What I Learned From 100,000 Creators

Ismail is the co-founder and CEO of LiveLink - an AI video editing platform. They’ve raise from Google, Biz Stone (the co-founder of Twitter and Medium), Cur8 Capital, Capital T, and others. Prior to LiveLink, he joined Google's marketing team - helping businesses across UK & Ireland scale their marketing efforts. Ismail built his first business at university which helped raise over £900,000 for charity and interestfree student loans. He has been featured in Buzzfeed, Business Insider, BBC, Vice News, Techcrunch, Forbes, and The Sun. He ranked as one of the ‘top 100 coolest people in tech’ by Business Insider and the top 100 minorities in tech by the Financial Times.

Istarted my career as a marketer at Google. It was a great job, but my true passion was creating videos. Naturally, I began making videos for fun. I wasn’t trying to go viral—just experimenting. But that passion quickly turned into something bigger. What began as a side project evolved into an idea for a video teaching platform. The idea was simple: help people turn their knowledge into video content to teach others. But as we developed the platform, something unexpected happened. Creators and businesses started asking for something else. They wanted help automating their content, specifically cutting down long videos into short, engaging clips.

LinkedIn is great for B2B content, Instagram still holds strong for visual storytelling, and YouTube remains the go-to for longer content

We listened. We pivoted. And today, we help creators and businesses turn hours of video into bite-sized clips using AI. Quickly. After analysing millions of minutes of video from over 100,000 creators, we’ve learned a lot about what works—and what doesn’t. If you're curious, you can check out how we do this on our platform. Let’s dive into the key lessons we’ve picked up.

TikTok is King

There’s no denying it. TikTok is where creators are putting their focus. Sure, we support other platforms—LinkedIn, Instagram, YouTube, you name it. But TikTok? It’s the clear favourite. In fact, on our platform, 70% of scheduled clips are headed for TikTok. Compare that to just 15% for other channels, and the trend is obvious.

It makes sense, though. TikTok has cracked the code on short-form content. It’s fast-paced, engaging, and, most importantly, it’s where the audience is. Creators, influencers, and even brands are flocking to it because that’s where they see the most growth. The algorithm, the reach—it all aligns to give content a viral boost, which is much harder to achieve on other platforms.

But don’t write the others off just yet. LinkedIn is great for B2B content, Instagram still holds strong for visual storytelling, and YouTube remains the go-to for longer content. That said, if you’re trying to grow quickly with short videos, TikTok is where you should be focusing your energy. And our AI-powered platform makes it even easier.

Speed is Everything

Let’s face it—no one likes waiting around. Especially creators. They want results, and they

We’ve learned that AI can get you far, but it’s the human touch that makes content truly shine

want them fast. When we first started building our platform, speed was one of the biggest things we focused on. We didn’t want creators waiting hours for their videos to process or clips to be generated. Instead, we designed our tool to get you from upload to the finished product in minutes.

And here’s what we found: speed isn’t just a nice-to-have—it’s a game-changer. When creators can quickly turn around content, they’re more likely to stick with it. They see results almost immediately, schedule their clips, and stay in the flow. It’s like building momentum. And when the process is quick, they’re more likely to experiment with new platforms or content formats.

On the other hand, when things slow down, it’s a killer. We’ve noticed that creators who use slower tools tend to take longer breaks between content creation, and they’re less likely to explore new social channels. In a world where attention spans are short, speed isn’t just important—it’s critical. That’s why we’ve made speed our top priority with Livelink.

AI Does the Heavy Lifting, But Creators Bring the Magic

AI is brilliant. I’m a huge fan. It can do the hard work—like analysing long videos, identifying key moments, and cutting them down into shareable clips. It’s fast, efficient, and pretty clever. But here’s the thing: AI isn’t everything. In fact, it’s only 90% of the equation.

The remaining 10%? That’s where the magic happens. Creators still want to add their own flavour to the mix. They tweak the video length, customise the fonts, or add the perfect song. Sometimes, they’ll adjust the framing or throw in unique transitions. It’s those personal touches that make a video stand out.

We’ve learned that AI can get you far, but it’s the human touch that makes content truly shine. It’s like baking a cake—AI can handle the mixing and baking, but the icing and decorations? That’s all up to the creator. And that’s what makes each video unique. Creators bring their style, their personality, and their audience’s preferences into the mix to create something memorable.