AMA EdgewiseIn the coming weeks we will be bringing you the insights and voices of recognized thought leaders across a wide range of topics.
Our aim is to provide those essential "nuggets" of perspective that will help you and your organization improve performance, adapt to changing business realities, and prosper in a complex and competitive world.
The new golden rule.August 10, 2018 / Podcast # 18-19
When we think of customer service we tend to focus on the front line employees who are taking the customer phone calls. While they are often the face of the organization, there are thousands of decisions made throughout the company than wind up making customers feel less-than great. Jeanne Bliss, author of the new book Would You Do That to Your Mother, says that treating customers with respect is something that needs to permeate the entire organization, from customer facing roles all the way to the CEO.
Jeanne Bliss is one of the foremost experts on customer-centric leadership and the role of the chief customer officer. For over 20 years, she led customer experience executive at Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft. Since 2002 she has guided customer experience transformations for major global organizations through her firm, CustomerBliss, and has inspired audiences through her keynote speeches. She is the co-founder of the Customer Experience Professional’s Association and has been called the “godmother of customer experience.”
How to stop following orders and start making our own.August 3, 2018 / Podcast # 18-18
At the two ends of the neurological spectrum are logical thinking and elastic thinking. Generally the purvue of artists and great thinkers, elastic thinking is called upon more and more in our everyday lives. Luckily, we are not born one way or another. Leonard Mlodinow, author of the book Elastic, joins us to talk about ways we can train our thinking to be less logical and make up our own rules.
Leonard Mlodinow was born in Chicago, Illinois, received his PhD in theoretical physics from the University of California at Berkeley, and is the author of five best-sellers. His book The Drunkard’s Walk: How Randomness Rules our Lives was a New York Times Bestseller, Editor’s Choice, and Notable Book of the Year, and was short-listed for the Royal Society book award. His book Subliminal won the PEN/Wilson award for literary science writing. His other books include two co-authored with physicist Stephen Hawking — A Briefer History of Time, and The Grand Design. In addition to his books and research articles, he has taught at Caltech, written for the Wall Street Journal, the New York Times, and Forbes magazine, among other publications, and for television series such as McGyver and Star Trek: the Next Generation.
Putting in the work to become a great leader.July 27, 2018 / Podcast # 18-17
Can everyone run a marathon? Yes and no. A lot of people can but not tomorrow, not without training. The ones that want to will put in the work. To Fred Kofman, the same metric applies to leadership. It takes effort but the ones who put in the time will be able to learn how. He joins us to talk about some more of his leadership insights from his new book The Meaning Revolution.
Fred Kofman is Advisor of Leadership Development at Google, and formerly the Vice President of Executive Development at LinkedIn, where he worked with the top CEO’s and executives around the world. Born in Argentina, Kofman came to the United States as a graduate student, where he earned his PhD in advanced economic theory at U.C. Berkeley. He taught management accounting and finance at MIT for six years before forming his own consulting company, Axialent, and teaching leadership workshops for corporations such as General Motors, Chrysler, Shell, Microsoft, and Citibank. At its height, his company had 150 people and created and taught programs to more than 15,000 executives. Sheryl Sandberg writes about him in her book Lean In, claiming Kofman “will transform the way you live and work.”
Breaking out of a rut at work.July 20, 2018 / Podcast # 18-16
Sometimes the more we know, the more we fall into a trap. How many times have we shot down ideas because we know they haven’t worked in the past. It’s time to break out of that monotonous thinking. Jonah Sachs, author of Unsafe Thinking, joins us to talk about ways we can learn to think more creatively and stay ahead of the competition.
Jonah Sachs is the founder and a partner of Free Range Studios, a brand and innovation company that transforms companies through unsafe thinking. For his work he has been awarded “best of” honors three times at the South by Southwest interactive festival, earned a Webby award, and been featured at the Sundance Film Festival.
Leaning in for the rest of usJuly 13, 2018 / Podcast # 18-15
Disrupters, the new book by Dr. Patti Fletcher is called the “anti-Lean In.” Not because women should stay put, far from it. Dr. Fletcher is seeking a new way forward, one that doesn’t rely on women simply emulating the way that men have traditionally behaved. She joins us to talk about how women and men can change their behavior to make the workforce more accommodating for all.
Dr. Patti Fletcher is author of ‘Disrupters: Success Strategies from Women Who Break the Mold,’ gender equity advocate, and authority on how to create a culture of inclusion to drive real business results. She writes for Entrepreneur, Inc., Huffington Post, The Guardian, and has contributed to and been featured in Time Magazine, Al-Jazeera, Forbes, Newsweek, Xconomy, The Muse and many more. Patti advises corporate executives and board members from lean start-ups to Fortune 100s, from small community organizations to large global non-profits.
Where AI actually excels.July 6, 2018 / Podcast # 18-14
Artificial Intelligence is portrayed in fiction and media as either killer robots or the thing that will save us all. Ajay Agrawal and his coauthors of Prediction Machines take a different view, one of economists. To them, the most important question around any new tech is: what will this reduce the cost of? Listen to find out the one thing AI excel at when it comes to cost reduction.
Ajay Agrawal is Professor of Strategic Management and Peter Munk Professor of Entrepreneurship at the University of Toronto’s Rotman School of Management. He is also cofounder of The Next 36 and Next AI, cofounder of the AI/robotics company Kindred, and founder of the Creative Destruction Lab. Ajay conducts research on technology strategy, science policy, entrepreneurial finance, and the geography of innovation.
Reawaken the drive to learn more.June 29, 2018 / Podcast # 18-13
Each of us has an innate “seeking system” that fuels our desire to know more. Since the industrial revolution, organizations have a tendency to behave in ways that discourage our natural tendency to learn. Dan Cable, author of Alive at Work, is here to talk about how to tap in to this fundamental, human drive to learn and thrive.
Daniel M. Cable is a Professor of Organizational Behavior at London Business School. He is a two-time winner of the “Best Article in Organizational Behavior” from the Academy of Management and has been ranked among the top 25 most influential management scholars in the world.
How making the choices that no one expects can help you.June 22, 2018 / Podcast # 18-12
If you want to learn about disruption, look to Lady Gaga. She was a record-breaking pop-star who decided to make a jazz album with Tony Bennett, completely counter to what anyone thought her audience would like. Whitney Johnson, author of the new book Build an A-Team, joins us to talk about successful disruption and how it can apply to your work.
Whitney Johnson is a CEO adviser and the author of the critically acclaimed Disrupt Yourself: Putting the Power of Disruptive Innovation to Work (2015). Previously, she was an award-winning Wall Street analyst and cofounded the Disruptive Innovation Fund with Clayton Christensen. She is a frequent keynote speaker on disruption, is recognized as one of the world’s most influential management thinkers by Thinkers50 and Fortune, and hosts the weekly Disrupt Yourself podcast. She is married and has two children.
Thinking ten minutes into the future.June 15, 2018 / Podcast # 18-11
“What’s your five year plan?” It’s a classic interview question that just isn’t relevant anymore, now that the market landscape can be radically different within months, never mind years. Allen Adamson and Joel Steckel, authors of the new book Shift Ahead, join us to talk about companies and brands that shifted their whole worldview to make sure they stayed relevant.
Allen Adamson a noted industry expert in all disciplines of branding and author of BrandSimple, BrandDigital and The Edge: 50 Tips from Brands That Lead. He is also Co-founder & Managing Partner of Metaforce, a firm dedicated to helping businesses diagnose growth strategies and nimbly execute programs in the face of market evolution.
Joel Steckel is professor of marketing and vice dean of doctoral education at NYU Stern School of Business. Joel has published numerous articles in publications including Journal of Marketing Research, Journal of Retailing, Marketing Science, Interfaces, and Journal of Consumer Research. He was the founding president of the INFORMS Society for Marketing Science.
It takes less work than you think to be great.June 8, 2018 / Podcast # 18-10
Work smart, not hard. We’ve all heard that before but it’s not very instructive. Morton Hansen, author of the new book Great at Work, joins us with some tips on how to avoid burnout, work less, and achieve greater results.
Morten T. Hansen is a management professor at University of California, Berkeley. He is the coauthor (with Jim Collins) of the New York Times bestseller Great by Choice and the author of the highly acclaimed Collaboration and Great at Work. Formerly a professor at Harvard Business School and INSEAD (France), professor Hansen holds a PhD from Stanford Business School, where he was a Fulbright scholar. His academic research has won several prestigious awards, and he is ranked one of the world’s most influential management thinkers by Thinkers50. Morten Hansen was also a manager at the Boston Consulting Group, where he advised corporate clients worldwide. Born and raised in Norway, he lives in San Francisco with his wife and two daughters, and he travels the world to give keynotes and help companies and people become great at work.