Case History on Developing Next-Gen Leaders Through Metacognitive Energy

Moderator:
Lauren Guidry
Head of Customer Care and Business Excellence
CMA CGM

Abstract:
As CX environments become more complex, faster, and increasingly AI-enabled, the limiting factor is no longer access to data or strategy – it’s the leader’s ability to stay clear and effective under pressure. The Metacognitive Energy Method™ introduces a practical framework for recognizing when performance is being compromised in real time, regulating that state, and restoring high-quality decision-making. This session reframes leadership performance through the lens of internal regulation and its direct impact on execution, team dynamics, and customer outcomes.

Key Takeaways:

• Why the next frontier of CX performance is not more data or automation – but leaders who can operate effectively under sustained pressure
• How to identify the moment decision quality begins to degrade – and what to do about it in real time
• The link between regulated leadership, stronger team execution, and more consistent customer experience outcomes