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Topics
- Artificial Intelligence
- Customer Relations & Experience
- Disruption
- Employee Engagement
- Leadership
- Workplace Culture
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James H. Killian, PH.D. Executive Advisor; Speaker; Business Professor; Founder of The Customer-Driven Leader
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Such a powerful framework to understand how leadership and culture drive the journey that customers experience.
Too many organizations talk about being customer-centric while making it hard for customers to feel seen, heard, or valued. Obsessed gets underneath that gap—showing how customer-driven leadership shapes what employees do and what customers experience.
The impact of James's skills and tools continued well beyond our Leadership Academy. Leaders repeatedly shared how valuable it was to learn new ways to support people as individuals and meet them where they are.
We will soon publish James' engaging session as a members-only webinar, and I have no doubt it will be one of our most popular webinars this year.
I'll never forget the time I met a peer at another company who was envious that I could secure time on James's calendar—a reflection of the reputation he has earned as a trusted expert in the Workplace Experience field.
Dr. Killian's presentation at our HR Evolution conference was one of the highest-rated sessions of the entire event. What made James stand out was his ability to take complex research, data, and leadership concepts and turn them into practical, actionable strategies leaders could immediately apply. His interactive style, thought-provoking questions, and ability to engage the audience created a level of participation we rarely see at conferences. Truly outstanding.
Dr. Killian's argument is great. A step up, intellectually, from the usual business book.
Dr. James Killian delivered a powerful daylong session for our accelerated leadership development program. His practical insights on becoming a better coach and mentor, and how that directly drives organizational performance, resonated strongly with our group of 30 high-potentials. Participants left energized with actionable tools they are already applying to elevate their teams on the trading floor. With his excellent facilitation skills and real-time content creation, James truly knocked it out of the park. He is an exceptional speaker who adds tremendous value to any leadership event.
I love how his model separates the pyramid (i.e., culture) (the split) into customer-aligning and customer-derailing behaviors. You're either focused on the customer—or you're not.
Dr. James Killian hit a home run with this book. He doesn't just talk about customer experience—he shows exactly how to connect it to employee behavior and real financial outcomes.