Membership Brainstorm on Resilience & Team Leadership in Challenging Times

A Membership Brainstorm – an 80% Interactive Format. Brainstorm sessions zero in on a a key area of focus within a Council Critical Issue. Members engage in spontaneous group discussion to generate ideas and problem-solve about shared challenges.

Topic: Resilience & Team Leadership in Challenging Times

Abstract:
Customer contact and experience executives are leading teams through one of the most demanding periods the industry has faced. There are rising expectations, high emotional intensity, and constant operational uncertainty. In this environment, an executive’s resilience and ability to lead teams with steadiness, clarity, and presence becomes a strategic advantage. This session brings leaders together to share insights, pressure-test ideas, and explore what’s needed to support teams who are carrying the weight of today’s customer landscape.

Action Items:
1. Executive Resilience in Turbulent Times: How leaders stay grounded, make clear decisions, and lead without absorbing the stress around them
2. Team Leadership Under Pressure: Practical ways to support supervisors, frontline teams, and each other while maintaining culture, trust, and consistency
3. Collective Leadership Insights: Identify the most urgent leadership challenges and co-create strategies executives can bring back to their organizations immediately