WEAVING, DISRUPTION, AND PURPOSE
In This Episode
▸ [03:25] You’re either disrupting or being disrupted
▸ [04:35] Having a signature identity and building your brand around it
▸ [06:23] Building an experience-based brand and investing in customer experience
▸ [08:21] The future of consumer behavior and what it means for businesses
▸ [12:43] How customer centricity came into focus on Antonia’s journey
▸ [14:55] Having a maverick in C-suites of established companies today
▸ [17:38] How can leaders within an organization create better experiences all around?
▸ [20:42] Leading with the purpose behind the work
▸ [23:58] The Combustion Questions
what we learned from Antonia
▸ If you’re doing customer experience as a program, you’re going to lose.
▸ COVID allowed us to reimagine connections
▸ Invest in career development and employee development
▸ Think about purpose and how to weave it from top to bottom
▸ Having a questioning mindset that is tied to purpose
Notable quotes
[07:23] - “When you think about an experience-based brand, that is a leadership team that is thinking about the consumer first and building it into everything they do.”
[10:01] - “More and more businesses are exploring this concept of purpose. That's another great consumer behavior trend.”
[16:19] - “If you're going to embrace a maverick, you have to be ready for what they're bringing in their toolkit.”
[19:23] - “Invest in great skill development and in portable things that make your employees more productive and leaders more productive.”
[20:42] - “Leading with the purpose behind the work gets at the root of a lot of things that teams are really looking for right now.”
Our Guest
Antonia Hock is a trailblazer and acclaimed futurist in the world of organizational transformation, leadership excellence, and building experience-based brands. Her career is rooted in building cultures of customer-centricity, implementing game-changing leadership strategy, and innovating customer experiences, all with an emphasis on tangible results and lasting impact.
Before launching Antonia J.A. Hock & Associates as a global consulting firm focused on transformational leadership and innovation, Antonia spent six years as the Global Head of The Ritz-Carlton Leadership Center. Her FutureForward™ program is a practical and actionable approach focused on leadership development, the future of consumer behavior, and how to navigate disruption.