Southwest's Whitney Eichinger on How Comms Helps Trust Take Off

A LinkedIn profile and a Wi-Fi connection are all it takes to be visible today. But visibility isn't the same as being believed.In this episode, Shahar sits down with Roger Christie, founder and managing director of Propel, to unpack why the rise in executive visibility hasn't translated into more trust — and in many cases has done the opposite.Roger shares data from Propel's own trust diagnostic, including one telling stat: leaders analyzed generated over 1,000 inbound comments across six months, and replied to zero of them. He argues that belief isn't built through broadcasting, but through the same things that build trust offline: listening, curiosity, and showing up consistently when it's tested — what he calls the "pressure moment."In this episode:Why visibility has become "table stakes" since generative AI removed the last barriers to publishing contentThe leadership paradox: the leaders most worth hearing from are often the first to go quiet, while the loudest voices create fatigueWhy "believability" — not visibility — is the real currency of trustThe data behind polished, performative content: why over-produced posts create distance rather than connectionWhat a "pressure moment" is, and why it's where reputations are actually won or lost — not in the content itself, but in what happens when someone pushes backWhy corporate reputation and leader reputation aren't the same thing, and how to tell how reliant your organization is on one personRoger's advice for Chief Communications Officers: build "bench strength" instead of over-indexing on a single executive voiceThe one piece of conventional wisdom Roger disagrees with: talk less, listen firstAbout the guest: Roger Christie is the founder and managing director of Propel, a Sydney-based strategic reputation consultancy, and host of the podcast Your Digital Reputation.To learn more about stakeholder intelligence and how to track perceptions of global companies and industries, visit groupcaliber.com.

Fasten your seatbelt and prepare for takeoff, as we take to the skies with Whitney Eichinger, SVP and Chief Communications Officer at Southwest Airlines.Whitney joins Always On to unpack what it actually looks like to run comms for a 100-million-passenger-a-year airline — from planning winter operations in the middle of a Dallas heatwave, to managing the message when a competitor's engine issue puts the whole industry under the microscope.She talks candidly about how Southwest uses data to guide decisions (not make them), why she's skeptical of how the industry talks about AI, and why the strongest crisis response comes down to one thing: a consistent drumbeat of trust, built long before the crisis ever hits.In This Episode:Why there isn't a "typical day" for an airline CCOBalancing long-term planning with whatever the day throws at youHow Southwest uses weekly sentiment reporting to keep employee and customer messaging in syncThe WestJet engine incident and the Iran-driven fuel spike: how Southwest decided what not to sayWhy crisis moments can actually strengthen internal culture and trust between teamsThe role of data in comms decisions — and why "data doesn't make your decision, it guides it"Whitney's honest take on AI hype in the communications industryWhy she believes the future of comms is generalists, not siloed specialistsCareer advice from Whitney — and a life lesson borrowed from Ted LassoTo learn more about stakeholder intelligence and how to track perceptions of global companies and industries, visit groupcaliber.com.

What does it take to lead communications at one of fashion's most iconic houses?Jen Leemann, SVP Global Head of Communications, Inclusion and Social Impact at Tapestry, joins Shahar Silbershatz to explore how the CCO role is evolving — from AI's dual impact on brand, reputation and internal workflows, to why transparency is a company's greatest protection, and why the fundamentals of great storytelling matter more than ever in an age of constant disruption.If you've ever had to argue for a seat at the table, or wondered how to prove the commercial value of communications, this one's for you.To learn more about stakeholder intelligence and how to track perceptions of global companies and industries, visit groupcaliber.com.

Host Shahar Silbershatz sits down with Stephanie Roberts, Chief Communications Officer at Hitachi Industrial Equipment Systems, to discuss what it takes to lead communications in one of the world's most complex business environments.Speaking from Tokyo, Stephanie shares her remarkable journey from a 7,000-person farm town in the U.S. to the helm of communications for a global manufacturing conglomerate. With over 20,000 LinkedIn followers and a career spanning civil engineering, legal, commercial real estate, and manufacturing, she brings a unique perspective on how the communications function has evolved from a "messaging department" to a strategic risk management role.Time Stamps 00:00 Introduction and Welcome00:17 Meet Stephanie Roberts02:04 Stephanie's Career Journey03:04 About Hitachi Industrial Equipment Systems04:18 A Day in the Life of a CCO05:32 Evolving Field of Communications07:01 Crisis Management and Preparation10:15 Navigating Cultural Differences12:31 Internal Communications and Employee Engagement16:01 Strategic Value of Communications27:00 Challenges and Trends in Communications32:36 Personal Insights and ConclusionTo learn more about stakeholder intelligence and how to track perceptions of global companies and industries, visit groupcaliber.com.

In a world of increasing complexity, building trust across cultures has never been more challenging — or essential.In an episode that originally appeared on the Page Society’s podcast — The New CCO — Shahar Silbershatz and Axel Löber share insights on how global CCOs can navigate cultural nuances, leverage AI and data, and foster authentic stakeholder connections.Listen to the conversation to hear how human connection remains at the heart of effective communication, to help build trust with stakeholders, in an AI-driven era.Read Shahar's Page Society blog post:https://page.org/blog/smart-tech-smarter-leaders-the-human-edge-in-ai-driven-stakeholder-intelligence/To learn more about stakeholder intelligence and how to track perceptions of global companies and industries, visit groupcaliber.com.

In the Season 2 finale, Leslie Cafferty, Chief Communications Officer at Booking Holdings, shares how her team leads communications across brands like Booking.com, OpenTable, and KAYAK in a world that’s always on — and always shifting.From experimenting with AI tools to navigating public backlash during the pandemic, Leslie explains why today’s communications landscape requires constant iteration, cross-functional collaboration, and — above all — listening. She reflects on building internal trust, staying ahead of risk, and offering clear-eyed counsel to the CEO when the pressure is on.For Leslie, communication isn’t just about sending messages — it’s a two-way street that demands curiosity, clarity, and the courage to adjust course.Time stamps00:00 Communication as a Two-Way Street00:21 Meet Leslie Cafferty01:48 Leslie's Career Journey03:52 The Evolution of Communications05:20 AI and Technology in Communications11:24 Experimentation and Data-Driven Strategies20:34 Reflecting on Achievements and Challenges21:05 Navigating the Fast-Paced Communication Landscape23:41 Crisis Preparation and Response26:39 Learning from Public Backlash28:48 Fostering Open Internal Communication33:02 Collaborating with the C-Suite34:25 Deciding When to Speak Out39:09 Personal Insights and Switching Off40:27 Conclusion and FarewellTo learn more about stakeholder intelligence and how to track perceptions of global companies and industries, visit groupcaliber.com.

Shahar sits down with Becca Chambers—aka “Becca from LinkedIn”—a communications powerhouse with over 80 million views on the platform and CMO at Scale Venture Partners.Becca shares how she rose from a spontaneous start in comms—via a rogue wave—to becoming a leading voice in data-driven communications. With deep experience across cybersecurity, VC, and brand strategy, Becca explains why comms pros need to shed the “shapes and colors” stereotype and start proving their business impact with smart, contextualized data.Becca dives into how communicators can earn a seat at the leadership table by being strategic, saying no when needed, and translating qualitative and quantitative signals into compelling business stories. She challenges comms leaders to get scrappy with data—tapping into tools like Google Analytics or Salesforce—and emphasizes that it’s not about the metrics per se but how they connect to real business outcomes.She also discusses the burnout risks of an “always on” mindset, especially in high-stakes industries like cybersecurity, and the importance of boundaries to preserve creativity and stamina.Finally, Becca makes a compelling case for why all communicators must build their personal brands. In a world moving toward hyper-authenticity and digital-first impressions, Becca argues that showing up online consistently (even imperfectly) will be a key differentiator. From leadership visibility to message consistency and analyst sentiment tracking, she shares practical ways to “see around corners” and ensure comms is not just reactive but proactive in shaping reputation and driving business strategy.Time stamps00:00 Introduction and Opening Remarks00:27 Guest Introduction: Becca Chambers01:03 Becca's Career Journey04:21 Evolution of Communications08:19 Data-Driven Communications13:46 The Importance of Consistency and Sentiment18:05 Data-Driven Storytelling19:31 The Always-On Dilemma22:50 Measuring Success in Communications27:02 Leadership Visibility and Influence33:09 Building Personal Brands35:47 Quickfire Questions and Final ThoughtsTo learn more about stakeholder intelligence and how to track perceptions of global companies and industries, visit groupcaliber.com.

In episode four, host Shahar Silbershatz sits down with Pia Stoklund, the Global Head of Corporate Marketing and Communication at logistics powerhouse DSV.Fresh off DSV’s massive acquisition of Schenker — doubling its workforce to 160,000 — Pia reflects on her 25-year journey through corporate communications and marketing, and how data has become a strategic cornerstone of her work.From her early days in finance to her current role at a global logistics giant, Pia shares how data-driven insights don’t just support better decisions — they create the headspace needed for creativity, strategic clarity, and trust-building across stakeholders.🔑 In this episode, you’ll learn:What “creating headspace” means in the context of leadership, creativity, and communication strategy — and why it's critical in an “always on” world.How corporate communication has evolved — and why visibility, vulnerability, and frequent dialogue matter more than ever.How Pia builds comms at scale — enabling thousands of employees to align around a consistent message and brand narrative.Why data is essential to decision-making in modern communicationsTimestamps00:00 Teaser Clip About Headspace00:29 Welcome to Always On Podcast00:41 Meet Pia Stockland01:04 Pia's Career Journey02:26 Transition from Finance to Communications03:09 Benefits of Diverse Industry Experience05:22 Evolution of the Communication Landscape07:04 Always On: The Need for Real-Time Data07:56 Tools and Structures for Always On Communication15:40 Balancing Data and Creativity17:33 Leadership Visibility in an Always-On World23:05 Effective Internal Communication30:28 Future Trends in Communication33:10 The Role of the CCO and CMO36:09 Common Myths About Communications37:15 Conclusion and Final ThoughtsTo learn more about stakeholder intelligence and how to track perceptions of global companies and industries, visit groupcaliber.com.

In this inspiring episode of Always On, host Shahar Silbershatz sits down with Belén Frau, Chief Communication Officer of Ingka Group — the largest IKEA franchisee — to explore how one of the world’s most beloved brands uses purpose, insights, and data to stay deeply connected with customers, coworkers, and society.Belén shares her journey from finance and retail operations to leading global communications, and explains how IKEA’s obsession with understanding life at home — through data, dialogue, and trust — shapes everything from product design to brand activism.With refreshing candor and clarity, she opens up about the structure behind IKEA’s unique brand ecosystem, how communication leaders can gain influence in the C-suite, and why being “always on” is essential in today’s complex, fast-moving world.🔑 What you’ll learn in this episode:How IKEA connects purpose with action — and why affordability, sustainability, and accessibility are central to its brand promiseWhy “Life at Home” is more than a slogan — and how insights from 55,000+ homes drive innovation, campaigns, and connectionHow IKEA built an econometric model to link brand trust directly to visitation and salesWhat it takes to lead comms across 30+ markets — balancing global consistency with local creativityWhy communication is now a business lever — not a support function — and how to prove its value through performance and dataHow IKEA responds to crises, social issues, and misinformation while staying anchored in humility and valuesTimestamps00:00 Introduction to Life at Home00:30 Welcome to the Podcast00:54 Meet Belén Frau: Career Journey01:41 Transition from Retail to Communications04:05 The Power of Purpose-Driven Brands05:47 Understanding IKEA's Complex Structure12:40 Life at Home: Insights and Innovations21:41 Positive Outlook on Global Branding22:16 Balancing Global Consistency with Local Freedom23:40 Support Over Control in Global Operations24:35 Leveraging Local Innovations Globally25:31 Data-Driven Communication Strategies26:29 The Role of Data in Communication27:34 Weekly Data Review and Feedback Loop28:10 Importance of Happy Customers and Employees28:39 Brand Metrics and Business Growth28:58 Building Brand Trust Through Data33:04 Always On: The Need for Constant Engagement34:33 Crisis Communication in a Fast-Paced World36:22 Navigating Social and Political Issues39:17 The Future of the CCO Role41:32 Switching Off: Personal Time and Relaxation42:20 Conclusion and FarewellTo learn more about stakeholder intelligence and how to track perceptions of global companies and industries, visit groupcaliber.com.

In this bonus episode, Shahar Silbershatz is joined by executive search veteran Michael Patino, founder of Patino Associates, to unpack their latest Global CCO Turnover Study. From turnover trends to succession planning gaps, Mike offers a candid, data-backed view of the evolving corporate communications landscape — and what companies (and aspiring leaders) must do to keep pace.Drawing on over 25 years in executive search and talent advisory, Mike shares eye-opening stats, regional comparisons, and practical guidance for navigating a fast-changing communications environment shaped by AI and shifting CEO expectations.🔑 What you’ll learn in this episodeWhy CCO turnover surged post-COVID — and why it’s stabilizing nowWhy 60% of CCO hires are external — and what that says about succession planningWhy communications leads the way in gender balance at the C-levelHow tenure and turnover differ across the US, UK, Germany, and France — and what cultural and structural factors play a roleWhy AI isn’t replacing CCOs — but those who can use it wisely will stand out📉 Why the “CCO+” trend is overstated — and the real shift is toward strategic advisory, not empire-buildingTimestamps00:00 Introduction to AI in Strategic Operations00:37 Welcome to the Podcast00:49 Meet Michael Patino01:16 Mike's Career Journey01:50 About Patino Associates03:57 The Global CCO Turnover Report05:15 Key Trends in CCO Hiring06:53 Gender Balance in Communications09:39 External vs. Internal CCO Hires14:46 Challenges in Succession Planning24:39 Regional Differences in CCO Turnover30:36 Impact of AI on the CCO Role35:49 Future of the CCO Role38:48 Advice for Aspiring Communicators41:03 Surprising Findings from the Study42:26 Conclusion and FarewellVisit https://patinoassociates.com/ for more.MusicAlex Guz from PixabayTo learn more about stakeholder intelligence and how to track perceptions of global companies and industries, visit groupcaliber.com.