CXO Outlook – July 2023 – Most Inspiring Business Leaders – 2023

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Celebrating Inspiring Business Leaders

In the fast-paced world of business, there are individuals who stand out as beacons of inspiration, possessing the vision, drive, and innovation to make a lasting impact. In this issue, we proudly showcase some of these remarkable individuals and their remarkable stories.

These inspiring business leaders have defied the odds, overcome challenges, and shattered boundaries to achieve greatness. They embody the true spirit of entrepreneurship, pushing the limits of what is possible and creating opportunities where others see obstacles.

Their journeys are as diverse as the industries they operate in, yet they all share common threads of determination, resilience, and an unwavering commitment to their dreams. From groundbreaking tech

startups to revolutionary social enterprises, their stories serve as a reminder that success knows no boundaries.

On the cover, we feature Sean D. Hammerle, Chief Operating Officer of ONQ and QSolve, LLC. With almost 30 years in executive coaching, charitable governance, and public speaking, he brings an exceptional understanding of executive leadership to global labor outsourcing. He provides a unique perspective to international

administration, overseeing best-in-class client experience, the highest quality assurance, engaged recruitment, topnotch training, and superior continuing education.

In a world that is constantly evolving, these leaders demonstrate the power of adaptability and forwardthinking. They have embraced change, disrupted traditional norms, and fostered innovation, ultimately leaving an indelible mark on their industries and beyond.

As we navigate the challenges of today's business landscape, let us draw strength from these inspiring business leaders. We hope you find this issue both insightful and empowering as we celebrate the remarkable achievements of these inspiring business leaders. Enjoy Reading.

Sarath Shyam

Hammerle Sean D.

Chief Operating Officer of ONQ and QSolve, LLC

MOTIVATING HIS YOUNG WORKFORCE THE QWAY

Dr.

Xi

COVER STORY

Photo Credit: Ivan Marquez

Hammerle Sean D.

Chief Operating Officer of ONQ and QSolve, LLC

MOTIVATING HIS YOUNG WORKFORCE THE QWAY

In a packed ballroom at the Westin Dragonara in Malta one night last December, Sean Hammerle sat anxiously with his husband and parents. Hundreds of contact center executives representing 80 countries had gathered for the annual Contact Center World Awards. Hammerle’s company, ONQ, was a finalist for awards in the large outsourced contact center category. By the end of a very long night, he and his cheering section were all smiles; in its category, ONQ was recognized as the Best Contact Center in the World. ONQ’s Lucas Fuentes was awarded Best Trainer.

For the second consecutive year, ONQ won both Best Customer Service and the “Dream Team” Award for valuing its people. And Sean was crowned Best Contact Center Executive. Again.

Hammerle is the Chief Operating Officer responsible for the global operations for ONQ, a labor and technology healthcare outsourcing company. He moved to Panama from Houston in 2013 to standup ONQ’s first contact center, personally interviewing every applicant and training every cohort during the company’s formative years. Ten years later, the company has more than 600 employees on three continents, with offices in Kenya and India coming online

over the last 18 months. In addition to inbound and outbound call center services, ONQ offers front and backend billing services, robotic process automation, and proprietary business tools targeted to physician groups, hospitals and billing companies. As the awards continue to roll in, we decided to sit down with Sean to see what we could learn about his leadership style.

The QWay

It is impossible not to be inspired when you meet Sean. He is bright and engaging. His enthusiasm for his work is infectious. He speaks of ONQ employees as though they were his

Photo Credit: Ivan Marquez

ABOUT

Sean D. Hammerle

Sean D. Hammerle moved to Panama from Houston, Texas in 2013 to launch ONQ Contact Center. He now serves as Partner and Chief Operating Officer for both ONQ and QSolve, LLC overseeing operations on three continents. With almost 30 years in executive coaching, charitable governance, and public speaking, he brings an exceptional understanding of executive leadership to global labor outsourcing. He provides a unique perspective to international administration, overseeing best-in-class client experience, the highest quality assurance, engaged recruitment, top-notch training, and superior continuing education.

Sean is a graduate and former board chair of Leadership Houston, a member of Phi Kappa Psi fraternity, Vistage, and multiple professional associations. He is a diehard Louisiana State University alum (GEAUX TIGERS!), where he classically trained in opera performance. He credits that training, along with his experience competitively racing and coaching triathlon, with enhancing his sense of focus, appreciation for detail, and drive for success.

Sean with Lucas Fuentes, ONQ Vice President of Training and Development, at the Contact Center World Global Awards Gala in Malta

Photo Credit: Raj Radhwani, Contact Center World

own children. Indeed, the company refers to its people as the QFamily. In an industry with notoriously high turnover, he is convinced that their culture is the main reason that ONQ survived the pandemic and continues to enjoy impressive rates of employee retention.

Hammerle takes the QFamily culture extremely seriously. He personally teaches the company’s core values during the training of each new cohort of agents. He conducts a question and answer session with every training class to give

In an industry with notoriously high turnover, Hammerle is convinced that their culture is the main reason ONQ survived the pandemic and continues to enjoy impressive rates of employee retention

employees the chance to ask him anything. “I tell them that this is not a session for them to ask about policies or HR,” Hammerle explained. “They can if they want, of course. But I tell them it’s an opportunity for them to ask a global business owner personal questions to get to know more about me, the ONQ owners, our priorities and dreams for the company.”

This session isn’t the last time the employees will see of their busy COO. Hammerle conducts in-person team-building sessions in each of the

global offices. For the almost 300 employees in Kenya, that necessitated 20 sessions. He led another ten in India. Every month, he hosts a “town hall” style Zoom call for each office. Nonoverlapping shifts in Panama and India mean he hosts a total of five of these calls monthly.

“ONQ is a global operation, and I am currently spending about a month at a time, at least three times a year each, in our Kenya and India offices,” Sean explained. “I find that the best way to be able to dig in and truly

Photo Credit: Ivan Marquez

ONQ Panama’s senior leadership team

be a part of each community is by being there and getting to know our employees personally. Thankfully, it’s easy to connect with the others virtually while I am away. I think my employees will tell you that I am never so far away that they can’t reach me when they need to.

Every week, he sends a company-wide message via email, in addition to a weekly video highlighting one of the company’s “QWay” principles. He also schedules time each week to place ten to 15 calls to employees. These check-ins are personal, and he makes it a point

Hammerle takes the QFamily culture extremely seriously. He personally teaches the company’s core values during the training of each new cohort of agents

Photo Credit: James Njima

Team building at ONQ Kenya

to ask about their families and personal lives. Mithun Kambila, Operations Manager at ONQ India commented, “I have worked for several international companies, but I have never met anyone like Mr. Sean, who provides his personal WhatsApp number to all of his employees.”

Sean believes the unique culture is what sets ONQ apart from other global outsourcing firms. “Our culture is definitely distinctive. We have five core values: Value Creation, Can-Do Attitude, Commitment to Quality, Elevate Others and Embrace Diversity. These values are implemented through QWay Principles through which we walk the talk. We’ve created a family environment, and that culture is one that we were able to successfully export from our first operation in Panama to Kenya and now India. Our growth and the awards have been the validation.”

ONQ seems to have found a secret sauce for motivating their young workforce. “Our employees know that the sky is the limit for them,” Sean explained. “Some of our original agents are now on the senior leadership team. Who better to provide our new agents with testimony of what you can achieve with hard work and determination than people who were in their shoes not long ago? We created this family-style culture where mutual respect, camaraderie, and even some friendly competition are the norms.”

What It’s Meant to Employees

We asked members of the ONQ senior leadership team to help us understand what makes Sean an inspiring leader. They resoundingly applauded his creation and reinforcement

Brainstorming session with the Panama leadership team.

Photo credit: Lourdes Fonseca

Hammerle’s style of leadership is endearing, and it is ONQ and its clients that benefit most from the staff he has motivated

of the QWay. He is admired for leading with integrity, for never asking for more than he is willing to put in and being the first one in and the last to leave at the end of the day. Above all, he is appreciated for having confidence in his people. Asira Seixas, ONQ Director of Accounts Receivable, gave an example. “Once when I was a new leader, I was called out by a client. I can tell you that I deserved that call-

out. Mr. Sean could have been very upset with me, but he wasn’t. He came to me, listened to me and all my frustration, and then gave me feedback. He knows exactly how he needs to treat me. He knows our different personalities. I so appreciate that in him.”

Sean has made it a priority for ONQ to grow and promote talent from within.

Caitlin Morvidelli, ONQ’s Vice President of Finance and

ONQ India’s leadership team

Administration explained, “Because Sean develops and promotes leadership within the company, any new employee is a potential future leader. Their training and continuing education is developed with that in mind. This is a huge motivation for the employees to know from the beginning that they potentially could become senior leadership if that is a goal that they want to work towards.”

Though she is now ONQ’s Vice President of Operations, Edith Alvarez had worked for three companies in the five years before she joined ONQ, job-hopping when she was unhappy. “When I joined ONQ, I found my home. This month marks my eight-year anniversary. Sean saw something in me that, at that moment, I didn’t even see in myself. He gave me a purpose. Because he believed in me so much, I couldn’t let him down.”

Celebrating the third expansion of the ONQ Kenya office

Photo Credit: James Njima

Photo Credit: Bharat Kaluva

Celebrating Dussehra Festival with ONQ India, October 2022

Photo Credit: Ivan Marquez

Aydee Riera joined in ONQ’s second training class and is now Director of Billing Operations. “I was going to resign back in 2016 when I was offered another job,” she told us. “Mr. Sean called me from his hospital

What’s Next?

While healthcare remains ONQ’s main focus, its subsidiary company, QSolve, extends its services to other industries. "With QSolve, we really aim to leverage our award-winning call center network and our innovative technology, including amazing automation, for clients as wide ranging as banking/finance, travel/entertainment, energy, governmental solutions and so much more," Hammerle stated. "QSolve exists to help businesses improve quality and reduce costs.” Furthermore, Hammerle is working towards an expansion into South America in 2024 with additional countries planned for 2025 and beyond.

ONQ operates with a virtual workforce in Panama, complemented by traditional work environments in Kenya and India. The Executive Team feels this the right mix for ONQ’s current global operations, but something they will continue to evaluate as they expand and move towards ONQ’s core target of 10,000 employees on five continents elevating others through employment at ONQ Companies.

bed after having a hip replacement to ask me to stay. He saw so much potential in me that he wanted me to stay in his company. I can tell you now, that was one of the best decisions I have ever made.”

Hammerle’s style of leadership is endearing, and it is ONQ and its clients that benefit most from the staff he has motivated. “I’m a Gen X American leading a workforce on three continents that is almost exclusively Gen Y and millennial college graduates,” Hammerle told us. “We didn’t psychoanalyze it to figure out the culture that would work best. We felt our way along and built something strong that really resonates with our people. I am lucky to lead an aggressive, motivated team that wants to serve and excel for themselves, for our clients, their customers and for me. We’re all trying to make one another proud.” Indeed.

“I’m a Gen X American leading a work force on three continents that is almost exclusively Gen Y and millennial college graduates.”

Embracing Visibility for C-Suite Leaders and Industry Experts: The Power and Payoff of Putting Yourself Out There

Michelle B. Griffin, The Brand Therapist℠, Thought Leadership Branding Adviser

No matter your industry or position, we’ve all observed from the sidelines as others achieve their goals and secure opportunities that we believe should have been ours.

These “seen and sought-after” professionals seem to rise out of nowhere, accumulating

accolades, promotions, industry opportunities, and achievements that we know we deserve.

How do they seem to rise up in their industries? What’s their secret? Are they more talented, better connected, educated, or perhaps more extroverted? These were the questions I faced when I left my executive

Michelle B. Griffin aka The Brand Therapist℠ is a strategist, speaker and author who’s devoted her career to connecting people, growing communities, and building brands. With her personal brand consultancy, BRANDthority, she teaches industry experts worldwide to clearly communicate their story, confidently share their message and positively grow their authority and businesses using her BrandGPS™ Roadmap System. Michelle’s debut book, The LinkedIn Branding Book, is available on Amazon.

Clarity and a point of view about your personal brand will guide your journey to visibility, helping you share your story with authenticity and confidence

marketing role to launch my consultancy three years ago.

Until then, like many leaders, I overlooked the importance of brand building while busily managing events, campaigns, and teams for someone else’s brand.

The Secret to Standing Out

To learn what drives these recognized authorities, I spent months on LinkedIn analyzing their profiles, thought leadership content and networking strategies. I found a pattern these executives and experts shared:

1. They showed up consistently.

2. They were givers, sharing their knowledge, stories, and support.

Visible leaders are not only recognized for their role but also respected for their knowledge and insight

3. They focused on solving problems and serving others.

4. They built trust and became sought-after experts.

5. They became visible, recognized, and credible.

The research taught me this: there’s no secret or hidden formula; it’s simply the power (and payoff) of putting yourself out there.

The Power of Visibility

“Visibility is not vanity. Viability is being valuable.”

I encourage many of the hidden high achievers I work with on their quest to step out online with this line. That’s because being visible isn’t about standing in the spotlight just for the sake of it. It’s about showcasing your value, sharing your expertise, and making a tangible impact. It’s about building trust, driving change, and facilitating growth.

Visible leaders are not only recognized for their role but also respected for their knowledge and insight. They’re the ones we notice — consistently present, contributing to conversations, offering solutions, and, most importantly, serving others.

Find Courage and Clarity: Three Steps to Preparing for the Leap

Stepping into the spotlight takes courage. Many C-suite executives grapple with fears and uncertainties that can hold them back but these three mindset shifts can help.

First, acknowledging your fears is the first step to overcoming them and an essential part of the journey to visibility. In my recent publication, The LinkedIn Branding Book, we

listed nearly 30 fears that keep the best and brightest held back. Among the top stumbling blocks are fear of criticism, fear of oversharing, and fear of not being ‘interesting’ enough.’

Second, you have value someone needs. Your experiences, insights, and expertise are impactful for those behind you in their journey. As an industry leader, your perspective can inspire others, drive change, and stimulate growth. You have a wealth of knowledge to share, and your voice deserves to be heard.

Third, it’s essential to establish clarity before you step into the spotlight. Know your values, your strengths, experience and perspectives only you can give. Clarity and a point of view about your personal brand will guide your journey to visibility, helping you share your story with authenticity and confidence.

Leverage LinkedIn

“LinkedIn is your launching pad” is the line I use often to demonstrate its newfound benefits for personal branding and thought leadership. No longer solely a resume and CV portal, LinkedIn is where can step out from the shadows and into the conversation. It’s your opportunity to shape your narrative, build credibility, and establish yourself as an industry thought leader.

Higher stakes mean higher visibility — your profile should no longer look and read like a resume. Update and optimize your profile to stand out with a strong “first impression factor” that’s clear, compelling and credible.

With your authority-focused profile, get out there and start conversations — engage with your network, share insights, and spark meaningful discussions.

Commit to the Process and Payoffs

Embracing visibility and building your brand isn’t a one-off. It’s a journey that begins with a single step and compounds daily with the right strategy and outputs.

It’s a stair-step approach, starting with:

1. Sharing your knowledge: Got a unique insight or an interesting perspective? Share it on social media or write for industry-specific

publications to enhance your online presence and stimulate meaningful dialogues.

2. Networking proactively: Networking is not just about attending events. It’s about engaging with others, exploring collaborations, and building relationships (both online and offline)

3. Focusing on problem-solving: Use your visibility platform to offer solutions, not just to your organization but to the industry as a whole.

4. Consistently growing: Commitment is the key to visibility. Make sure you’re regularly showing up, engaging with your network, and sharing helpful content.

5. Engaging in speaking and podcast guesting: These offer a wider stage to showcase your expertise and a chance to connect with a broader audience.

Visibility = Opportunity

There’s no secret to becoming a sought-after leader in your company and industry. It’s about making your presence known, connecting with your audience, and consistently offering your expertise and insights.

Embracing visibility may feel daunting, especially if you’re accustomed to a more behind-the-scenes role. By putting yourself out there, you not only amplify your personal brand, create impact and influence but also inspire others in your industry.

It takes time and commitment but the power and payoff of putting yourself out there are immense and rewarding. Remember, as a leader, visibility is an investment in yourself. Be seen, be valuable, be recognized and enjoy more impact and opportunities to build your career and business.

The Role of Healthcare Professionals in Prompt Engineering

Dr. Maida Affan, Co-Founder & MD Communications, Pulse 360

As a millennial clinician entrepreneur, I am genuinely excited by the potential for technology to revolutionize healthcare delivery and communication. The rapid advancements in AI, big data, content, life sciences and connected care are unlocking new possibilities that we could only dream of a few years ago.

During my healthcare marketing journey, I've witnessed firsthand how these innovations can break down barriers of health disparities, enable accessibility to remote care, and facilitate personalized treatment plans for patients. We are collectively striving to create a better and more inclusive world and by ‘we’ I mean Big Tech, Small Tech, healthcare professionals, patients and everyone in between. The pandemic was the major equalizer and exposer of the pitfalls in an already struggling healthcare ecosystem.

What is Prompt Engineering?

Prompt engineering involves designing and refining prompts or queries to obtain more accurate and relevant results from AI systems. These systems, which rely on machine learning models and algorithms, are trained on large datasets to learn patterns and generate responses based on the input they receive. In healthcare, prompt engineering can be applied to various NLP tasks, such as medical coding, clinical documentation, AI chatbots, patient engagement, communication and decision support.

A well-designed prompt can considerably enhance the performance of AI models by guiding them towards producing more accurate and contextually appropriate outputs. This is especially important in healthcare, where accuracy and precision are crucial to ensure patient safety and effective treatment.

Dr. Maida Affan is a healthcare marketing and communications professional with 8 years of industry experience. She has a successful track record in B2B content marketing strategies that drive organic growth as well as in developing strong personal branding strategies through thoughtleadership content. She demonstrates an in-depth understanding of identifying brand differentiators to improve brand positioning in a highly competitive market and incorporating important digital touchpoints to meet the users where they are. As the host of a digital health podcast, she facilitates knowledge-sharing between industry experts, entrepreneurs, enthusiasts, and emerging leaders. She also plans and promotes virtual healthcare events such as webinars, summits, and online conferences.

Prompt engineering can help streamline healthcare workflows by reducing the time and effort required for manual tasks, such as coding and documentation

Applications of Prompt Engineering in Healthcare

There are several use cases where prompt engineering can be incorporated into healthcare workflows. Some of the most significant include:

Improved Accuracy

By refining the prompts used to interact with AI systems, healthcare professionals can obtain more accurate and relevant results. This is particularly important in tasks such as diagnostic assistance, where errors could have severe consequences for patients.

Enhanced Efficiency

Prompt engineering can help streamline healthcare workflows by reducing the time and effort required for manual tasks, such as coding and documentation. By automating these processes through AI, healthcare professionals can focus on more critical aspects of patient care.

Cost Reduction

The improved accuracy and efficiency brought about by prompt engineering can lead to substantial cost savings for healthcare organizations. By minimizing errors and automating repetitive tasks, hospitals and clinics can reduce their operational expenses and allocate resources more effectively.

Better Decision Support

AI-powered decision support systems can provide healthcare professionals with valuable insights and recommendations based on data analysis. Prompt engineering can ensure that these systems deliver more accurate and relevant suggestions, ultimately leading to better patient outcomes.

Medical Coding

Medical coding is the process of translating clinical documentation into standardized

In healthcare, prompt engineering can be applied to various NLP tasks, such as medical coding, clinical documentation, AI chatbots, patient engagement, communication and decision support

codes that can be used for billing, reporting, and analysis. By employing prompt engineering, AI models can be guided to generate more accurate and relevant codes, reducing the likelihood of errors and costly billing disputes.

Clinical Documentation

Clinical documentation involves recording patient information, diagnoses, and treatment plans in electronic health records (EHRs). Prompt engineering can be employed to develop NLP models capable of understanding and processing this information more accurately, ultimately leading to better patient care and more efficient workflows.

Diagnostic Assistance

AI-powered diagnostic tools can help healthcare professionals identify potential health issues based on patient symptoms, medical history, and test results. By refining the prompts used to interact with these tools, healthcare professionals can obtain more accurate and contextually appropriate diagnoses, reducing the risk of misdiagnosis and improving patient outcomes.

Decision Support Systems

Prompt engineering can be applied to enhance the performance of AI-based decision support systems, which analyze data to provide healthcare professionals with recommendations and insights. By ensuring that these systems generate more accurate and relevant suggestions, healthcare professionals can make better-informed decisions when developing treatment plans.

Telemedicine

Telemedicine platforms often rely on AI to facilitate communication between patients and healthcare providers. Prompt engineering can be used to improve the accuracy of these interactions, ensuring that patients receive appropriate advice and support remotely.

Takeaway

As a passionate healthcare professional striving to improve patient engagement and care via tech-enabled and data driven processes, the crucial role of healthcare professionals in the development, implementation, marketing and communications of health tech solutions cannot be emphasized enough.

As one of the primary users and providers of care, our input and expertise ensure that technology is designed and knowledge is aptly translated to address real-world challenges and improve patient understanding and outcomes. By incorporating clinician-guided processes, health tech can better align with the needs, workflows, and priorities of healthcare professionals and patients leading to increased adoption, efficiency, and effectiveness in clinical practice.

Not only does this approach foster a better understanding of the clinical context and patients' needs, but it also helps in identifying potential pitfalls and barriers to adoption. By combining the expertise of healthcare professionals with innovative technology, we can create a more responsive and patient-centered healthcare system that benefits all stakeholders.

Gene Boucher

FOUNDER & GENERAL MANAGER, TWO BOYS LAUNDROMAT, LLC

REIMAGINING LAUNDROMATS WITH SUPERIOR CUSTOMER EXPERIENCES AND COMMUNITY IMPACT

Situated in the heart of the entertainment capital of the world, just a stone's throw away from the dazzling lights of the renowned Las Vegas Strip, you'll find the flagship store of Two Boys Laundromat, LLC. This laundromat chain has established a strong presence in Southern Nevada, with locations in Las Vegas and Henderson. Gene Boucher, the visionary Founder, and General Manager, boasts a wealth of experience as a former Human Resources executive with over three decades of management expertise. He embarked on this venture with a clear mission in mind: to offer

customers an unparalleled laundry experience characterized by immaculate stores, exceptional customer service, competitive prices, and stateof-the-art washers and dryers.

"Running a laundromat may seem like a simple endeavor, but achieving our lofty goals demands meticulous planning, a substantial investment, and a passion for delivering superior customer service," explains Boucher. "Personally, I despise doing laundry. Consequently, we strive to consider every detail that can enhance our customers' time spent at our establishments, starting from the moment they step foot inside."

Gene Boucher

FOUNDER & GENERAL MANAGER, TWO BOYS LAUNDROMAT, LLC

Contrary to the prevailing notion of laundromats as mom-and-pop operations, today's industry boasts a combined nationwide gross annual revenue of approximately $5 billion. Forwardthinking chains like Two Boys Laundromat are disrupting this sphere by implementing world-class business systems, innovative marketing strategies, and efficient management practices. They aim to breathe new life into what many perceive as an outdated industry. "Imagine entering a laundromat that seems frozen in time, reminiscent of the 1960s,

and then witnessing its complete transformation into a customer-centric and customer-focused establishment. The mere 'wow factor' and the smiles we bring to our customers' faces when they walk through our doors make it all worthwhile," shares Boucher with a sense of pride.

An Unparalleled Laundromat Experience

As you step inside the revamped flagship store of Two Boys Laundromat, an extraordinary laundry journey unfolds before your eyes.

During renovation of flagship store (with James Holland and T.J. Marone, T&J LaundryTechs LLC)

(Left to Right: Marone, Boucher, Holland)

Renovated and redesigned in 2023, the store immediately captivates you with its modern array of washers and dryers, boasting capacities ranging from 30 to 80 lbs. for washers and 50 to 80 lbs. for dryers. Unsurprisingly, customers consistently praise the store as the "cleanest and nicest" laundromat in town.

Upon entering, you'll be greeted by four massive TVs and plush seating, providing a comfortable oasis where you can unwind while your laundry completes its cycle. With the convenience of

temperature-controlled air conditioning and heating, Two Boys Laundromat ensures that your wait is as enjoyable as possible. The washers and dryers are computerized, allowing customers to take control of their laundry experience through a user-friendly mobile app. This innovative service offers seamless payment options, including cash, debit, or credit cards. With a simple tap on their mobile device, customers can activate their chosen machines and receive timely text notifications when their wash cycle is nearing completion. This functionality not only grants customers the freedom to run errands without worrying about time constraints but also caters to those seeking a cashless experience, eliminating the need to carry quarters.

When designing the laundromat, Gene Boucher deliberately steered away from a corporate aesthetic. Instead, he sought to create

Renovated and redesigned in 2023, flagship store of Two Boys Laundromat immediately captivates you with its modern array of washers and dryers, boasting capacities ranging from 30 to 80 lbs. for washers and 50 to 80 lbs. for dryers

Congratulating commercial customer, The Beauty Shoppe in Las Vegas, on their oneyear anniversary (with Kat Schiebel, Owner of The Beauty Shoppe, Las Vegas, NV)

a warm, inviting ambiance that embraces local history and character. As a result, Two Boys Laundromat proudly features its own "Welcome to the Fabulous Las Vegas" neon sign, a symbol synonymous with the city. The walls are adorned with décor reminiscent of a personal laundry room, showcasing a curated selection of local memorabilia that pays homage to Las Vegas' unique history and flourishing professional sports teams. It's not uncommon to find visitors and locals alike exploring the captivating displays throughout the laundromat while they await the completion

of their laundry. "It's like sitting in your own living room, watching TV, and waiting for laundry to be done, except you're actually in a laundromat," expresses Boucher.

James Holland and T.J. Marone, owners of T&J LaundryTechs LLC, were thrilled to collaborate with a laundromat owner who genuinely cares about the customer experience. Reflecting on the partnership, he shares, "Working with Gene and building out Two Boys Laundromat has been an enjoyable endeavor for us. It's been inspiring to see his passion and dedication to creating a remarkable laundry destination."

Recognizing the significance of technology and automation in providing an exceptional customer experience, Two Boys Laundromat has made substantial investments in creating a fully automated facility

(Left to right: Schiebel, Boucher)

Embracing Technology: Automation and Hybrid Staffing Model

Recognizing the significance of technology and automation in providing an exceptional customer experience, Two Boys Laundromat has made substantial investments in creating a fully automated facility. In addition to offering automated payment options to eliminate the need for cash, all machines are networked and monitored remotely from the company's headquarters. A comprehensive dashboard provides real-time updates on the status of each machine, including any errors or issues that may arise. Should a customer encounter a problem, the company's customer service team can promptly address it, even activating machines remotely with a simple click, without needing a physical presence at the store.

Ensuring the safety and security of both customers and employees, the laundromat design incorporates high-definition security cameras positioned strategically throughout the store. These cameras not only serve as a deterrent to potential incidents but also enable prompt assistance to customers when needed. Such advanced security measures reassure customers that their wellbeing is a top priority, even when the laundromat operates without on-site staff.

Leveraging these technological advancements, Two Boys Laundromat has implemented a hybrid staffing model that combines the presence of attendants during peak hours with an unattended model at other times. This approach optimizes staffing resources and ensures that customers receive support when it is most needed. Remote customer service support is available via phone or

Gene Boucher with Sylvia Languren (Customer) Helping customer at the laundromat.

(Left to right: Languren, Boucher)

email, enabling prompt assistance and ensuring a seamless laundry experience at all times.

Convenient Wash-and-Fold Services

Understanding the needs of customers who seek speed and convenience, Two Boys Laundromat has introduced its specialized wash-and-fold services. This offering allows customers to have their laundry professionally handled, ensuring garments are meticulously cleaned and prepared. To streamline the entire process, the company utilizes an automated platform that tracks every stage of the wash-and-fold experience. From the moment a driver is dispatched to collect the customer's order to the processing stage and subsequent delivery, customers have complete visibility over their laundry's journey, accessible online or through text notifications.

Once an order is en route, customers can even track the driver's real-time status through a GPS map, providing instant updates on the truck's location. This transparent approach fosters a superior customer experience, empowering them to monitor each order cycle without the need to inquire about its progress.

In addition to serving individual customers, Two Boys Laundromat caters to the commercial sector, efficiently managing large volumes for

“The two boys of Two Boys Laundromat at the grand opening of the Decatur flagship store in April 2023”; Gene Boucher (left) and Christopher Boucher (right).

“Family Read, Play & Learn” space at the Decatur flagship store.

various industries. This includes meeting the laundry requirements of nail and hair salons, car wash facilities, small hotel chains, and vacation rentals. Business owners have commended Two Boys Laundromat for their exceptional partnership, highlighting their responsiveness, customer focus, and unwavering dedication to delivering results. Kat Schiebel, the owner of The Beauty Shoppe in Downtown Las Vegas, enthusiastically shares, "Two Boys Laundromat has been an excellent partner to us - they are responsive, customer-focused, and always approach their work with a smile."

Affordable Pricing and Exceptional Customer Service

Two Boys Laundromat is dedicated to providing competitive prices without compromising on delivering a best-in-class customer service experience. Gene Boucher emphasizes the significance of the people behind the company, placing great value on hiring individuals who share their commitment to respect and the ability to bring a smile to customers' faces. This aspect is considered priceless and regarded as the company's ultimate compliment.

The company's meticulous hiring process sets it apart, as it ensures that employees are carefully

selected. It begins with an initial screening interview, followed by discussions with store and company management. Once a conditional offer is extended, Two Boys Laundromat conducts comprehensive background checks, including criminal and 50-state sex offender searches. This thoroughness acknowledges that store attendants work closely with a diverse range of customers, including the elderly and children. By paying attention to these details in the hiring process, the company can recruit and retain a high caliber of staff.

Sylvia Languren, a satisfied customer, describes, “Two Boys Laundromat completely reimagined the concept of coming to the laundromat. We no longer dread coming to the laundromat, and all the customers say it is a luxury to come wash our clothes at Two Boys.”

Adhering to a "People First" philosophy, Two Boys Laundromat prioritizes the well-being of both customers and employees. It strives to address customer service issues promptly and make things right for each individual. From the overall store experience to the quality of customer service, Two Boys Laundromat aims to deliver a world-class experience that distinguishes it from the traditional mom-and-pop establishments typically encountered in the laundromat industry.

Two Boys Laundromat is dedicated to providing competitive prices without compromising on delivering a best-in-class customer service experience

Community Engagement and Social Responsibility

In upholding its "People First" approach, Two Boys Laundromat strongly emphasizes community engagement and social responsibility. During the redesign of its flagship store, the company allocated valuable floor space, which would have otherwise housed additional machines, to create a children's reading room. This initiative was undertaken in partnership with the Coin Laundry Association's Laundry Cares Foundation. The laundromat's Literacy Center serves as a safe, enjoyable, and interactive space for children and families. Equipped with literacy-rich materials, it supports children's early brain and language development, fostering a meaningful connection with the community and customers. The Literacy Center is stocked with books suitable for all ages, including bilingual and culturally diverse topics that cater to the community's needs.

Within the laundromat's Literacy Center, Two Boys Laundromat purchases and provides books to children free of charge, allowing them to take the books home as part of the company's literacy initiative. Gene Boucher explains, "We understand that spending time at the laundromat is often a precious hour of family time. We aim to create a 'community hub' where families can bond over the laundromat experience, offering a safe space for children to read with their parents and do homework on busy school nights."

Furthermore, the company has plans to collaborate with the local library and educational partners to introduce "Story Time" sessions at the laundromat. These free storytelling events will promote literacy among children, utilizing the laundromat space as a community learning hub for individuals of all ages.

As Two Boys Laundromat continues to expand its customer base, it actively seeks partnerships with community organizations that cater to seniors, veterans, and children. These collaborations promote essential community resources for education, health, and wellness. By transforming a typical laundromat into a "community hub," the company turns what might otherwise be perceived as mundane hours of laundry into productive time that enhances customers' overall well-being.

Looking Forward to the Future

As Two Boys Laundromat solidifies its position as the most renowned and reputable laundromat brand in Southern Nevada, its growing presence on social media and positive customer reviews make it a role model for laundromats nationwide. With its commitment to providing the community with the "nicest and cleanest" laundromat experience, the company is poised for further expansion and success.

Looking ahead, Two Boys Laundromat aims to welcome more families and customers, both locals and visitors, to the vibrant city of Las Vegas. The company is dedicated to offering world-class hospitality and fulfilling its mission of delivering an unparalleled laundromat experience. Additionally, Two Boys Laundromat remains committed to its social responsibility initiatives and giving back to customers and the communities it serves. The company aspires to transform its laundromat into a community hub that goes beyond the mere task of washing clothes, serving a larger purpose in enhancing the lives of its customers and contributing to the community's well-being.

Gene Boucher concludes, "We are excited about the future as we continue to provide outstanding service, expand our presence, and make a positive impact in the lives of our customers and the communities we serve."

Should You Change Industries When Making a Career Move?

Miquel Colet, CEO at Vibia

This is a topic that I get asked about numerous times and comes often in conversations I have, and for many has an obvious answer: You should stay in the industry that you have built your expertise on. You already know the products/ services, you know the customers and have the relationships, you know the vendors, the competitors, the industry media, you know how the sales process and the sales channel

work, etc. Plus, nowadays industries, and headhunters, are less willing to take a risk and want a more guaranteed and immediate ROI on a new hire, somebody who has proven they can do the job and can hit the ground running. You will probably be approached with offers from within your same industry. You will also generally have an easier time to land a position in a similar organization to that you come from. This tendency to stay

All the career moves I have made in my professional career have always been to a new industry

Miquel Colet started his journey in the business and management world during his BBA & MBA at one of the most prestigious business schools in Europe: ESADE, located in Barcelona. Later in life, he continued his business education in the United States at Columbia Business School and IESE, two of the best business schools worldwide. Throughout now a career that spans 30 years, Miquel has had the opportunity to work especially with privately owned SMEs in different industries (consumer goods, garment, lighting…) and in different capacities (CFO, Financial Controller, CEO), as well as in different countries. This has allowed him to develop a great capacity for understanding different businesses and adapting to different realities. The capacity to lead and work with teams, both remote and office-based, has been key to his success, even before remote work became a major topic of discussion.

within a safe pool of candidates is stronger in some countries and markets than others, of course. The US is one of them, for example.

I would agree that this option (staying in the same industry) might be appropriate in certain circumstances: Maybe you possess a non-transferable skillset that is very specific

change it for anything else. Or maybe you are in a role that although less specific than some of the examples previously mentioned, still has some stickiness to your industry (VP of Sales… where your knowledge of the customers, sales channels, and products is not always easily transferable).

But the point I want us to consider is that there are reasons and advantages to sometimes not staying within the same industry if/when you are going to make a change. I think this is especially relevant for the C-Suite which implies and requires skills that are more transferable, contrary to some of the examples that we just saw in the previous point. I want to offer my point of view on the scenarios that in my opinion would benefit from an industry change:

Stay motivated: If your concern is lack of motivation in your current role, maybe a change of industry would shake you up and change things up to make work exciting and interesting again. After all, if you are demotivated and make a change to, let’s say, a direct competitor, wouldn’t it be almost like “more of the same”? Why make the change then?

to one sector or role that makes you very valuable for the organizations in that industry and you want to continue benefiting from that position you are in (neurosurgeon, biolab researcher, M&A attorney…). Maybe you really love your industry and wouldn’t

Learn new things: So, you’ve been in your role/industry for a long time. You know everything and everybody (or at least that’s what you think or feel like). Wouldn’t it be nice to start fresh in a new world, a new sector, where you could learn a new way of doing business, a new way of going to market with a whole new product or service? Wouldn’t that make you a better professional, manager, or executive overall? I believe this is a powerful way to force you to grow as an executive and as a leader.

If your concern is lack of motivation in your current role, maybe a change of industry would shake you up and change things up to make work exciting and interesting again

Contribute new things: Imagine this… you arrive at a new industry where everybody has been immersed in a certain way of doing things for years and years. But you come from other industries, and you have seen different approaches, strategies, and policies that you’ve seen succeed across companies and sectors. Wouldn’t you be able to contribute and provide a lot of value to your new organization by bringing those strategies and practices that are unknown to them but that can unlock some quick wins if you implement them? Things that seem obvious to you, but that haven’t been discovered or used yet in your new industry. If you want, think of it as a way to leverage and monetize all the knowledge and experience that you have gained and accumulated in your past roles and companies.

Bigger pool of opportunities: I think this point is self-explanatory. Why limit yourself to your current industry? Sure, we have already established that depending on your role/industry there’s a better probability of landing a position in your current industry, but having additional options would be beneficial and potentially more interesting, wouldn’t you agree? Within certain limits, more options are better than less. Especially when trying to find a new role.

Stay loyal to your team: You, your team, your boss… all of you have been working together for years to accomplish what you have accomplished. Maybe even working closely with the owners or founders of the company if it’s a family-owned company.

For sure, you have developed some friendships… Do you want to take all that work, all that knowledge, and take it to a direct competitor and now try to make your colleagues, and friends, fail in the market and take business away from them? Doesn’t it feel a little strange? Sure, if there are no other options and you are desperate you have to do what you have to do but stay loyal if you can. It goes a long way. It’s a small world. Plus, surely you are a great C-Suite executive and don’t need to take the easy way out and go to a competitor, you have resources and can manage to change industries and reap the benefits of doing so that I just laid out, don’t you think?

I realize that this is not a black-or-white situation. There are many other factors that come into play: if you feel like you’ve been treated unfairly by your organization you will probably care less about staying loyal. If you are young, probably you’ll be more excited and more in need of learning new ways of doing things in a new industry than if you are just three years out of retirement… My intention is just to bring awareness to the fact that maybe the next time you need to make a change you might want to keep your options open to other industries. I believe there are benefits to doing so. And I believe it not just from an intellectual or logical perspective, but also from a practical one: All the career moves I have made in my professional career have always been to a new industry. And that was done by design. I can tell you that it did work for me and I’m happy I followed that philosophy. You should give it some consideration too.

Gregor Brajovic

CEO, KRAFTPAL TECHNOLOGIES

LEADING THE SUSTAINABLE REVOLUTION IN MATERIAL HANDLING WITH KRAFTPAL TECHNOLOGIES

In the dynamic business world, where innovation and vision go hand in hand, few leaders truly stand out. Among these remarkable individuals is Gregor Brajovic, a multifaceted professional who has seamlessly navigated the realms of athletics, law, and entrepreneurship. With a remarkable journey spanning continents and an impressive repertoire of expertise, Gregor has emerged as a beacon of inspiration for aspiring business leaders worldwide. As the CEO of KraftPal Technologies, Gregor has leveraged his diverse background to spearhead transformative

initiatives within the pallet industry, revolutionizing supply chains and leaving an indelible mark on the business landscape.

"As a professional athlete and a fully qualified lawyer, I have always sought to push boundaries and challenge the status quo," Gregor Brajovic explains. "When I saw the environmental impact and inefficiencies caused by traditional wooden pallets, I knew there was an opportunity to make a significant difference."

The wooden pallet, a staple of material handling for over a century, has remained virtually unchanged since its inception. Heavy, unhygienic,

Gregor Brajovic CEO, KRAFTPAL TECHNOLOGIES

and difficult to recycle, these pallets have become a major source of environmental damage. Gregor recognized this urgent need for a sustainable solution and embarked on a mission to transform the industry.

"It's been an amazing 100 years of breakthroughs in material handling and logistics, except for one key component: the wooden pallet," Gregor elaborates. "We needed a pallet that was not only lighter and more eco-friendly but also adaptable to the demands of modern supply chains."

With unwavering determination, Gregor and his team at KraftPal Technologies developed the revolutionary KraftPal Corrugated Cardboard One-Way Pallet. Designed for one-way use, these pallets address the environmental concerns associated with traditional wooden pallets.

"KraftPal Pallets is a game-changer in the industry," Gregor proudly states. "They are 80% lighter than wooden pallets, significantly reducing fuel costs and carbon dioxide emissions. Moreover, being 100% corrugated cardboard, they are fully

recyclable, offering a sustainable alternative for supply chains worldwide."

The environmental benefits of KraftPal Pallets are staggering. Over a third of the 5.8 billion wooden pallets produced annually are used for one-way purposes, contributing to landfill waste and deforestation. KraftPal's innovative solution reduces this environmental impact while providing numerous other advantages.

"Not only are our pallets lighter and more ecofriendly, but they also offer superior performance,"

Gregor adds. "They undergo heat treatment during production, making them 100% hygienic and compliant with ISPM-15 standards. Additionally, they possess moisture resistance in controlled environments and provide 80% better shock absorbency than wooden pallets."

Gregor's visionary leadership has positioned KraftPal Technologies at the forefront of the sustainable supply chain revolution. By reimagining the humble pallet, he has transformed the logistics landscape, emphasizing the importance of environmental responsibility and pushing the boundaries of what is possible.

"As business leaders, we have a responsibility to drive change and prioritize sustainability," Gregor asserts. "Through KraftPal, we aim to inspire other companies to adopt eco-friendly practices and contribute to a better, greener future."

Over a third of the 5.8 billion wooden pallets produced annually are used for one-way purposes, contributing to landfill waste and deforestation. KraftPal's innovative solution reduces this environmental impact while providing numerous other advantages

Beyond his professional accomplishments, Gregor Brajovic's impact extends far beyond the boardroom. Known for his philanthropic endeavors and dedication to social causes, he actively seeks to make a positive difference in the world.

"As I continue on this remarkable journey, I remain committed to giving back to society and supporting initiatives that uplift communities,"

Gregor states. "We have a duty to create a better world, not just for ourselves but for future generations."

Revolutionizing Production: The Power of the Palletonator

What's even more impressive about KraftPal Corrugated One-Way Pallets is their unparalleled strength and production capabilities. With the

ability to support a static load of four-and-a-half tons, these pallets are a testament to their unique, patented X-Frame construction. This exceptional strength is made possible by the revolutionary Palletonator, designed and developed in Slovenia to be the world's most sophisticated automated production line.

"The Palletonator is a true game-changer in pallet manufacturing," Gregor Brajovic explains. "Its cutting-edge technology and efficiency enable us to produce KraftPal pallets with remarkable speed and precision."

Comprised of over 15,000 high-tech elements, each meticulously designed, the Palletonator boasts unparalleled capabilities. In a matter of seconds, it can produce a KraftPal pallet, and with millions of pallets manufactured each year, it has redefined the industry's production standards.

"With the Palletonator, we have the flexibility to meet the unique needs of our customers," Gregor states. "The production process can be fully customized, allowing us to create pallets that align perfectly with their specific requirements."

Comprised of over 15,000 high-tech elements, each meticulously designed, the Palletonator boasts unparalleled capabilities. In a matter of seconds, it can produce a KraftPal pallet, and with millions of pallets manufactured each year, it has redefined the industry's production standards

Pasaca Capital's historic financial investment in KraftPal has paved the way for further expansion and innovation. By 2026, the company plans to build 60 fully operational Palletonators, marking a significant milestone in the history of pallet manufacturing. This ambitious undertaking will enable KraftPal to produce a staggering 90 million pallets per year, satisfying the global demand for the pallet that is reshaping the industry.

"Thanks to the support of Pasaca Capital, we are poised to revolutionize the supply chain on an unprecedented scale," Gregor shares. "Our expanded production capabilities will allow us to meet the growing needs of businesses worldwide."

One of the most remarkable aspects of switching to KraftPal Corrugated One-Way Pallets is the seamless transition it offers. Companies can embrace the future of modern pallets virtually overnight without requiring new equipment or extensive training.

"Making the switch from traditional wooden pallets to KraftPal is effortless," Gregor highlights. "There's no disruption to operations or logistical challenges. It's a simple and effective solution that delivers immediate benefits."

The 5th generation of the Palletonator stands as a testament to KraftPal's commitment to innovation and efficiency. This automated, streamlined robotics pallet production line incorporates proprietary processes and patented technologies, setting new standards for the industry. With mass production capabilities in just seconds, high-volume orders can be fulfilled quickly and reliably, ensuring efficient logistics and cost savings for businesses.

"KraftPal offers more than just a pallet; we offer customized solutions," Gregor emphasizes. "Whether it's the size, shape, or specific application

requirements, our team can tailor the pallets to meet the exact needs of our customers. We provide a comprehensive solution for efficient and sustainable logistics like customizable cardboard boxes."

As KraftPal continues to revolutionize the supply chain, Gregor Brajovic's visionary leadership and commitment to innovation drive the company forward. The future has indeed arrived, and it rests upon the foundation of KraftPal Corrugated Pallets — a testament to the transformative power of technology, sustainability, and a relentless pursuit of excellence.

Building a Sustainable Future: KraftPal's Commitment to Innovation and Sustainability

Since its inception, KraftPal Technologies has been fueled by a relentless pursuit of innovation and sustainability. With a firm belief in the power of research and development, the company has invested significant resources in establishing state-of-the-art centers dedicated to pushing the boundaries of what is possible. Gregor Brajovic, CEO of KraftPal Technologies, sheds light on the company's commitment to cutting-edge research and design.

"From day one, our focus has been on continuous research and development," Gregor affirms. "We recently opened two design centers in Slovenia and California to facilitate joint projects with our customers and ensure compliance with international standards."

KraftPal's primary research and development center boasts advanced technology tailored explicitly for product development, global paper supplier verification, and corrugated board. With an in-house engineering office and a dedicated

production team for mechanical engineering, the company ensures the highest standards are met throughout the design and manufacturing process.

"The Palletonator, with its intricate design consisting of over 15,000 components, demands meticulous attention to detail and adherence to strict internal standards," Gregor explains. "We utilize FSC-certified corrugated cardboard, ensuring that our pallets meet the highest quality standards while maintaining our commitment to sustainability."

Innovation is deeply ingrained in the DNA of KraftPal Technologies. The company embraces a culture of constant improvement, always seeking better solutions and adapting to evolving realities.

"To stay ahead of the curve and remain successful, we must constantly evolve and adapt," Gregor states. "Our dedication to innovation is one of the strongest core competencies of our company, allowing us to lead the way in sustainable pallet solutions."

KraftPal's dedication to innovation and sustainability has not gone unnoticed. The World Packaging Organization recognized the company's groundbreaking achievements by awarding them the prestigious "Packaging Excellence Award 2021" for their remarkable innovation.

"At KraftPal, we are proud to receive recognition for our commitment to excellence and sustainable solutions," Gregor expresses. "It serves as a testament to our team's hard work and dedication."

In an era where environmental consciousness is paramount, KraftPal acknowledges the growing demands for sustainability within supply chains. The company actively collaborates with businesses, offering its expertise to help reduce carbon footprints and achieve net-zero goals.

KraftPal's primary research and development center boasts advanced technology tailored explicitly for product development, global paper supplier verification, and corrugated board

"We understand that consumers and legislators in the EU are increasingly calling for sustainable supply chains," Gregor acknowledges. "KraftPal is here to support companies in their quest for sustainability, providing cost-effective solutions that deliver substantial benefits."

The benefits of adopting KraftPal Corrugated One-Way Pallets are vast. From reduced fuel costs and lower CO2 emissions (up to 80% per pallet) to simplified logistics and improved downstream efficiencies, KraftPal offers a comprehensive solution that aligns with the needs of today's world.

"As the first cardboard pallet designed for the modern era, KraftPal is leading the way towards a sustainable future," Gregor affirms. "Our pallets are not only innovative and efficient but also eco-friendly, making them the ideal

choice for businesses seeking to minimize their environmental impact."

The future arrives on a KraftPal pallet, where innovation and sustainability converge to reshape supply chains and pave the way for a greener, more sustainable world. As we celebrate the most inspiring business leaders of 2023, it is impossible to overlook the remarkable achievements and unwavering spirit of Gregor Brajovic. His journey from the world of sports to the intersection of law and business is a testament to the power of passion, resilience, and a relentless pursuit of excellence. With KraftPal Technologies at the forefront of the sustainable supply chain revolution, Gregor's visionary leadership continues to shape the future of business, inspiring countless others to dream big and redefine the boundaries of success.

Are you Inspiring your Team?

Xi Ren Yang, Founder, Xel Consulting

Great leadership is critical for any organization to succeed. A leader's role is not about giving orders and having the final say in everything. Instead, a great leader is someone who can inspire others to be their best selves. They are able to create an environment where their team members feel happy and engaged with their work. Yet, we often hear people leave because of their managers. McKinsey’s 2022 Great Attrition, Great Attraction 2.0 Global Survey reported that uncaring and uninspiring leaders is one of the top 3 reasons why people quit their jobs, besides lack of career development and advancement and inadequate total compensation.

This article aims to share insights on the elements to be an inspiring leader and provide a moment for self-reflection of where are you in inspiring your team.

Visionary: An inspiring leader is someone who can articulate the vision and goals of the organization clearly. You ensure that the team is clear about the direction and create a sense of purpose where they feel they are part of something bigger than themselves. When the team understands the bigger picture, they become more engaged and motivated to achieve the common goal. It is the leader's responsibility to ensure that everyone in the team is aware of the organizational vision and goals and that they work towards achieving them.

Care: Inspiring leaders care for their people and show empathy. You are able to connect with your team on a personal level, build relationships and understand their emotions and needs. You provide support and guidance to help them grow. You are available to your team when they need you for help, advice,

Xi Ren is the Founder of Xel Consulting that focuses on enhancing organizational performance through employee engagement. She has more than 20 years of HR experience in both consulting and corporate roles across multiple industries, with Global Leadership scope. She has proven track records of setting up the talent management function, creating a corporate university, curating leadership development, leading large-scale transformation projects, building a strong organizational culture, driving high performing teams and employee engagement. As a Shared Leadership Coach and Team Expert, she coaches leaders to be effective People Managers and helps them build high performing teams so that organizations can enjoy sustainable profits.

It is the leader's responsibility to ensure that everyone in the team is aware of the organizational vision and goals and that they work towards achieving them

solutions etc. You are able to give constructive feedback to help them develop and allow them to identify areas where they can improve. When people feel that their leader cares about them and their development, they become more loyal and engaged with their work.

Empower: An inspiring leader is someone who empowers their team members and gives

them the space to use their skills to do their best work. Effective delegation is a critical skill that leaders must possess. You are able to delegate tasks to team members based on their skills and strengths and provide them with the necessary resources and support. You provide challenges for them to constantly learn and grow. This will address the concern of lack of career development and advancement. We

Recognizing the hard work and dedication of team members promotes a sense of pride and accomplishment, which motivates them to continue to perform at their best

know that it is not always possible for vertical career growth as promotions are limited. We need to provide employees with lateral career growth opportunities through challenging them, picking up new skills and experiences.

Collaborate: Recognizing that greatness is not achieved on your own, inspiring leaders foster collaboration. At the same time, you are not afraid to roll up your sleeves and help out when needed. Leaders who lead by example create a culture of mutual respect and support.

Appreciate: Inspiring leaders make people feel appreciated and valued. Acknowledging the work and efforts of team members and celebrating successes, both big and small, is important. It could be providing words of affirmation, token of appreciation, a thankyou note or public recognition. Recognizing the hard work and dedication of team members promotes a sense of pride and accomplishment, which motivates them to continue to perform at their best.

Open: Open communication is key to a positive work environment. Inspiring leaders encourage open communication and create an environment where people feel safe to speak up. You are humble and is a good listener. You are open-minded to listen to new ideas and feedback and make people feel heard. This fosters a culture of innovation and creativity. Inspiring leaders are not afraid to show their vulnerability. You are willing to admit and learn from your mistakes. By doing so, you demonstrate trust, respect, and openness.

Authentic: Inspiring leaders are authentic and instil trust. You lead by example and model the behaviours you want to see in your teams. You are consistent in your words and actions. You treat everyone on your team fairly and with respect. This gains the trust of your team members, making them more receptive to you.

Composed: Inspiring leaders are able to manage their own emotions and the effect they have on themselves and others. They are able to handle stress well and remain calm under pressure. This fosters an environment of trust and respect. Unfortunately, I often hear from employees that their managers let it out on them. This creates a culture of fear, results in employees feeling demotivated and disengaged from their work, leading to lower performance. It is important for leaders to manage their emotions in a healthy way, such as getting enough rest, exercising or engaging in activities that bring joy and relaxation.

In summary, inspiring leaders are passionate and have positivity that is contagious. Their team members feel this and want to do their best. They have high emotional intelligence, instill trust and create an environment where people feel empowered, valued, appreciated and heard. They are people-centric. As the saying goes “When people know how much you care, they will care what you know.” Do not ever lose the human connections amidst the fast pace of work, dynamic changes and pressures to deliver! When people feel that you genuinely care about them, they will care about your business.

Helping Clients Tap into the Boundless Possibilities of Immersive Technology

Misha Fradin, Managing Partner, Lumen and Forge LLC

According to you, what are the top three immersive tech trends to watch out for in 2023?

In 2023/24, I anticipate that we'll see a big surge in shared immersive experiences. Imagine stepping into a virtual or augmented space where you can interact with others in real-time. This isn't some far-off future – it's happening now, and it's already shaking things up in fields like entertainment, gaming, remote

work, education, and social networking. As our digital interactions become more dynamic and layered, we're discovering new ways of connecting, moving, and communicating that challenge our traditional concepts of distance.

Then there's the trend I like to call the 'immersification' of just about every industry you can think of. Today's businesses – from healthcare and real estate to retail and education – are embracing augmented reality (AR),

The metaverse promises to be a gamechanger, redefining how we work, learn, shop, socialize, and have fun

Misha Fradin, a Las Vegas-based entrepreneur, boasts an illustrious career punctuated by innovative milestones. His entrepreneurial prowess is showcased in the successful establishment of Lumen and Forge in 2018. This pioneering tech firm specializes in forging shared immersive and augmented experiences, stretching the boundaries of the possible. Under Misha's visionary leadership, the company has grown exponentially, evolving from a humble home-based start-up to a bustling hub of over 25 team members within a span of five years. With a vast reservoir of entrepreneurial experience spanning over two decades, Misha seamlessly weaves creativity with technology, delivering aweinspiring solutions that consistently outstrip client expectations.

Recently, in an exclusive interview with CXO Outlook Magazine, Mr. Fradin shared his insights on the top three immersive tech trends to watch out for in 2023, his career trajectory, the inspiration behind establishing Lumen and Forge LLC, pearls of wisdom, and much more. The following excerpts are taken from the interview.

virtual reality (VR), and mixed reality (MR) to create experiences that are more engaging, more efficient, and simply more fun. Imagine real estate agents offering virtual tours of faroff properties or retailers letting customers try on clothes without leaving their homes. Even healthcare professionals are getting in on the action, using VR for everything from training surgeons to providing therapy to patients. Finally, there's a significant disruption not on the horizon but here! The rise of the metaverse. Think of it as a collaborative virtual space born from the merging of our enhanced physical world with a persistent virtual reality. The metaverse promises to be a game-changer, redefining how we work, learn, shop, socialize, and have fun. This isn't

just about technology it's about transforming the fabric of our everyday lives.

What changes have you seen in technology that you couldn’t have imagined 5 years ago?

Within the last five years, some technological advancements have exceeded expectations. The rapid development and mainstream adoption of artificial intelligence and machine learning technologies, the progression in emerging video technologies, and the increased sophistication of 3D software technologies have really made an enormous impact on all aspects of the industry. As someone passionate about the intersection of art and technology, I have always been intrigued by the potential of these advancements.

Misha, please tell us a bit about yourself, your background, and your areas of interest.

I am a seasoned entrepreneur currently hailing from Las Vegas. I have spent nearly two decades bringing visionary projects to life. My diverse professional journey began in 2004 when I co-founded NANDA, an internationally acclaimed performance art troupe known for its innovation and creativity. This experience set the foundation for my unique approach to business and my passion for the intersection of art and entrepreneurship.

In 2012, I made a strategic career transition to the field of geodesic dome manufacturing. Leveraging my entrepreneurial and artistic skills, I quickly became one of the company's top performers. My collaborations with industry leaders like Google, Pepsi, 2K Games,

and Patrón further honed my capabilities in managing large-scale, complex projects.

Upon moving to Las Vegas in 2016, I further delved into the realm of experiential marketing. In 2018, I Co-Founded Lumen and Forge LLC with my two partners Palmer Nicklas and Niels Goossens.

Under our leadership, Lumen and Forge has earned numerous accolades in experiential marketing. Notably, we received the Bronze and Gold REGGIE Awards for our immersive experience at the X Games in collaboration with Jeep. We were also honored with the prestigious Mondo Award for our instrumental role in designing and installing the world's largest projection dome for the 2020 Miami Superbowl. My ability to manage complexity and maintain balance, which I learned from my career in entertainment, combined with strategic planning and forward-thinking approach, were integral to the successful planning, design, and execution of these landmark projects.

With over 20 years of entrepreneurial experience, I continue to blend creativity and analytical acumen to deliver innovative solutions hoping to help create a better future for my team, clients, and end users.

What inspired you to establish Lumen and Forge? Brief us about its key offerings. Driven by an innate desire to inspire and instigate transformative change in the world, I found myself irresistibly drawn toward the vanguard of technological innovation. I envisioned the potential of this dynamic field as a canvas upon which we can reshape the contours of our collective future for the betterment of humanity.

With over 20 years of entrepreneurial experience, I continue to blend creativity and analytical acumen to deliver innovative solutions hoping to help create a better future for my team, clients, and end users

This conviction inspired me to Co-Found Lumen and Forge LLC.

At Lumen and Forge, we pride ourselves on being a multi-disciplinary company with a strong foothold in immersive tech integrations. Our mission is to craft unforgettable experiences and activations for our clients, transporting audiences into awe-inspiring, extreme, and beyond-ordinary encounters. Our expertise spans the entire spectrum of immersive and augmented experiences, from projection mapping and content production to projection dome venues, 3D rendering, and event design.

While we take great pride in our adaptability, our distinctive specialization lies in 360 dome projection, a pioneering technology in the realm of virtual and augmented reality. We firmly believe in the transformative potential of immersive technology, recognizing its

capability to revolutionize the landscape of communication, education, and entertainment. Our goal is to guide our clients into the captivating world of immersive technology, helping them tap into the boundless possibilities this field presents. For us, immersive technology goes beyond providing a mere sensory experience - it serves as a potent platform capable of transforming an audience and fully immersing them in a message.

Please share the process that goes behind turning a client’s vision into reality.

The process of transforming a client's vision into reality is a complex, yet rewarding journey that necessitates deep collaboration, an iterative approach, and meticulous attention to detail. Our primary step involves gaining a thorough

The process of transforming a client's vision into reality is a complex, yet rewarding journey that necessitates deep collaboration, an iterative approach, and meticulous attention to detail

understanding of our client's objectives. This goes beyond merely comprehending their requirements - it extends to understanding their aspirations, their target audience, and the impact they wish to create. We immerse ourselves into their vision, becoming their strategic partners rather than just service providers.

Once we have gleaned sufficient insights, our team engages in intensive brainstorming and conceptualization. This creative stage sees us fusing our expertise with the client's vision, sketching out potential ideas that align with the established objectives. As we construct the concept, we ensure it encapsulates the essence of our client's aspirations, setting the foundation for the subsequent design and development phase.

Upon solidifying a concept, our team of seasoned designers and technologists leaps into action, transposing the conceptual framework into a tangible or digital prototype/ space. This initial manifestation of the client's vision forms the basis for rigorous testing and refinement. Every aspect of the prototype/space is scrutinized, evaluated, and tweaked to ensure optimal functionality, aesthetic appeal, and overall user experience.

In this iterative cycle, the prototype/space undergoes numerous revisions, each one progressively enhancing its alignment with the client's vision and objectives. Our unwavering commitment to perfection compels us to finetune every element until we are confident that the final product surpasses the client's expectations. We meticulously craft our solutions, not merely to satisfy our clients, but to delight them and their audiences, by turning the seemingly impossible into a breathtaking reality.

Out of all the spectacular projects created by Lumen and Forge, which one is your favorite and why?

A particularly notable endeavor was the immersive dome experience we designed for the 2020 Superbowl. This project embodied our commitment to pushing the boundaries of immersive technology, taking the traditional spectator experience to unprecedented heights. From concept to implementation, every facet of the project was infused with a vision to create a mesmerizing, multisensory experience for attendees, plunging them into an otherworldly spectacle that transcended the usual confines of event space.

Simultaneously, in 2023, we undertook a mammoth task for Nike’s All-Star game, installing a staggering 40,000 square-foot projection screen on the facade of a hotel in Downtown Salt Lake City. This ambitious project was not merely about size but also involved intricate technological interplay, utilizing our renowned capabilities. This colossal screen served as a canvas for a grand narrative, creating a captivating spectacle for the Nike “Jordan” Brand.

Despite the immense scale and technological complexity of both projects, the sense of achievement we derived was immeasurable. Witnessing the awe on the faces of the attendees as they were transported into these immersive experiences was both humbling and exhilarating. It was a clear testament to our capabilities and a reaffirmation of our commitment to redefining experiential boundaries continuously.

However, such ambitious endeavors are not the result of individual brilliance but the product of extraordinary teamwork. The level of

collaboration and synchrony needed to bring these projects to fruition was unparalleled. It was a testament to the collective spirit, perseverance, and creativity of our team, with each member contributing their unique skills and expertise. In the end, it truly comes down to teamwork - a harmonious orchestration of diverse talents and minds working together to create something extraordinary.

What is the one characteristic that you believe every

leader should possess?

In leadership, I believe empathy is a vital characteristic for any leader. Understanding the perspectives of team members and clients fosters open communication, promotes a positive work culture and loyalty, and ultimately leads to better decision-making.

What’s next for you and Lumen & Forge?

Looking towards the future, Lumen & Forge aims to explore new technologies and partnerships to expand our offerings. We're particularly interested in how we can utilize our technology for social good, especially in the realm of education and the betterment of the human race. We're eager to be at the forefront of the potential that immersive technologies hold.

What top tips would you give to an individual who is trying to excel in their career in technology?

For individuals aspiring to excel in their technology career, I have three key pieces

of advice: never stop learning, take risks and step outside of your comfort zone, and leverage technology to solve real-world problems. It's also crucial to develop soft skills such as communication, problemsolving, and teamwork, which are just as essential in a tech-centric role. Finding a mentor in your field can significantly boost professional growth and open up new opportunities. Ultimately, the journey in the technology field is an ongoing process of learning, adapting, and evolving. It's about understanding technology but also knowing how to apply it to create solutions that improve lives and societies. As we look ahead, the future of technology is brimming with unlimited potential.

At Lumen & Forge, we're enthusiastic about being a part of shaping that future, creating immersive experiences that inspire and engage. We believe in the transformative power of technology to improve lives, and we're committed to pushing the boundaries of what's possible. Whether you're a client aiming to bring a vision to life, or a professional seeking to make your mark in the tech world, my message is the same: embrace the possibilities, stay curious, and never stop learning. The digital realm is rapidly evolving, offering countless opportunities for those willing to grasp them. As we navigate through this exciting era of digital transformation, our collective curiosity, courage, and desire to learn will guide us toward a future where technology and human creativity intertwine to redefine our experiences.