068: The Power in Partnering with Your Frontline Team with Chris Wallace

In this episode of The Remarkable Project Jay speaks with Faruk Heplevent, a celebrated creative force in the automotive marketing industry, about why cutting-edge technology can allow even industries steeped in tradition to be revolutionised, how creative minds adapt and thrive in an ever-evolving landscape, and the importance of focusing on one's strengths even when diversification comes calling.Faruk Heplevent is a formidable force in the automotive marketing industry, and one who has been playing at the intersection of technology and creativity for over two decades.In 1990, he began assisting professional photographers, first with still life before advancing to advertising and car photography. By 1999, Faruk was working for major car brands, creating stunning visuals to capture the public’s imagination.In 2007, he founded The Scope - an innovative company that uses cutting-edge CGI technology to create incredible images for vehicle launches and advertisements. Not only did he coin the term CG photography (using computer software to take pictures), but in 2022 his team published Scope City, a fully computer-generated city-building tool intended to deliver top-notch work on time.Working for brands like Audi, BMW, Tesla, Li Auto, Nio, Chrysler, Lincoln, Hyundai, Genesis, VW, Renault and Toyota – and earning awards like Cannes Lions along the way – Faruk is an undisputed leader in this field.When he’s not busy bringing his incredible visions into reality, Faruk loves making memories together with his wife and four sons in Hamburg, Germany.Remarkable TakeawaysWhy cutting-edge technology is increasingly allowing even industries steeped in tradition to be revolutionised.How creative minds can plot a path towards success by adapting and thriving in an ever-evolving landscape.The importance of focusing on one's strengths even when diversification comes calling.Connect with FarukFind him on LinkedInLearn more about The Scope Studio via their website and follow them on Instagram 

In this episode of The Remarkable Project Jay speaks with force-of-nature facilitator, speaker and CEO of Impactful Presenters, Cat Matson, about why effective communication is rarely about the perfect words, how meeting an audience where they’re at can unlock untapped potential in conversations, and the importance of authentically personalised storytelling in building trust.Cat Matson is the CEO and lead facilitator of Impactful Presenters, a business which empowers founders, owners and community leaders to speak with confidence, authority, authenticity and impact. A popular and accomplished speaker, MC and moderator, Cat is known for her straight-talking, 'realness' and extracting 'the juice' from her clients.Describing herself as a 'Mistress-of-all-Trades', Cat has worked in both the private and public sectors, in small and large business and in virtually every industry. She has advised Mayors and CEOs; developed city-shaping strategies; interviewed extraordinary industry leaders from social enterprise to deep tech and everything in between; and helped small business owners understand how to capitalise on the trends of digital transformation and innovation.She is the host of the Speaking with Confidence with Cat Matson Podcast, likes to 'work out loud' so others can learn from her experiences, enjoys her coffees strong and black and her martinis stirred and dirty.Remarkably TakeawaysWhy impactful communication isn’t about the perfect words, but about finding meaningful ways to connect.How taking the time to understand an audience and meeting them where they’re at can unlock untapped potential in conversations.The importance of building trust by baking authentic personal experience and storytelling into every interactionConnect with CatFind her on LinkedInFollow her on InstagramLearn more about Impactful Presenters via their website 

In this episode of The Remarkable Project Jay speaks with behavioural scientist, CEO, author and speaker Nuala Walsh, about why ego often hijacks decision-making, how to harness “decision friction”, and the key ways organisations can encourage and nurture customer loyalty.Nuala is an independent non-executive director, behavioural scientist, visiting fellow at the London School of Economics and author of Tune In: How to Make Smarter Decisions In a Noisy World.Recognised among the 100 Most Influential Women in Finance, she spent three decades in global asset management with Blackrock, Merrill Lynch and Standard Life Aberdeen as Chief Marketing Officer. As MindEquity CEO, she advises blue-chip companies, human rights and sports organisations.Holding multiple board roles, appointments include President of the Harvard Club of Ireland; Non-Executive Director at the British & Irish Lions; Chair of the Innocence Project London; Council Member at The Football Association; Advisor at World Athletics; Founding Director of the Global Association of Behavioural Scientists; and former Vice-Chair of UN Women (UK).A TEDx speaker, Nuala publishes in Forbes, Inc, HBR and Psychology Today, with insights featured from the Financial Times to Fox Business.Remarkable Takeaways Why ego can be such a derailer of effective decision-making.How strategic decisions require consciously slowing down and assessing biases in order to navigate “decision friction”.The four ways to give people a reason to not only do business with you but stay loyal over time.Connect with Nuala Find her on LinkedinFollow her on XLearn more about her work and other endeavours via her website 

In this episode of The Remarkable Project Jay speaks with author, speaker and founder Kristi Herold, who as CEO of JAM champions the culture and connections which can be built through play, about why welcoming a playful culture can be so powerful for adults as well as children, how meaningful guarantees can help build trust and team happiness drives great customer service, and ways to systemise the benefits of letting your guard down around colleagues and connections.Kristi Herold helps people connect and companies unlock profit through play. Her vision is to get 1 million people playing annually. She is the founder and CEO of JAM, one of the world’s largest adult recreational sports league providers as well as a team of PLAYmakers who help corporate cultures thrive.JAM has connected millions of people from all walks of life, through play since its inception in 1996, with its sports leagues operating in 12 different cities across Canada and the USA. The company has produced and delivered over 3,500 corporate events, connecting hundreds of thousands of people through play in over 30 different countries. Today JAM offers a wide range of virtual, hybrid and in-person play-based team building and learning experiences designed to help corporate cultures thrive.In addition to her role at JAM, Kristi authored ‘It Pays to PLAY – How Play Improves Business Culture’, consults to businesses on creating thriving workplace cultures, and is a sought-after keynote speaker. She is also passionate about the power of play for all ages, as well as giving back to her community. In 2019, Kristi and her team founded national not-for-profit Keep Playing Kids, in order to help ensure children from lower economic communities have free access to organised sports regardless of gender, skill level or family income.Kristi has been featured in Forbes and Fast Company, was named to the esteemed “Canada’s Top 100 Most Powerful Women”, was a top three finalist in the Canadian Women Entrepreneur Awards, and is the proud recipient of the North American Sport & Social Industry Association’s Industry Impact Award. She was also awarded the Governor General’s “Queen’s Diamond Jubilee” in recognition of her contribution to giving back to community. JAM has been certified as a “Great Places to Work – Canada” as well as being named one of the “Best Remote Startups” to work for.Remarkable TakeawaysWhy welcoming a playful culture can be so powerful for adults as well as children – literally lifesaving in some instances.How meaningful guarantees can help build trust with your customers, and how true team happiness drives external service quality.The sometimes unexpected upsides of letting your guard down around colleagues and connections, and how to encourage this in a systemised manner.Connect with KristiPurchase her book hereFind her on LinkedinLearn more about her work and other endeavours via her website 

In this episode of The Remarkable Project Jay speaks with Marketing Author and Cognitive Psychologist, Matt Johnson, about why the nuance of cultural codes is so relevant to how smaller brands grow, how alignment around core purpose helps unlock value for all stakeholders, and when to lead versus when to listen.Matt Johnson, PhD is a speaker, writer, and researcher, specialising in the application of psychology and neuroscience to branding and marketing.Following his PhD in Cognitive Psychology from Princeton University, his work has probed the science of brand storytelling, experiential marketing, and consumer decision-making. He is the author of top-selling consumer psychology book, ‘Blindsight: The (Mostly) Hidden Ways Marketing Reshapes Our Brains’ (BenBella, 2020), and most recently, ‘Branding That Means Business’ (Economist Books, Fall 2022). In 2023, Matt was inducted into Thinkers50 Radar as one of 30 business thinkers with ideas most likely to shape the future.As a contributor to major news outlets including Psychology Today, Forbes, and the BBC, he provides expert opinion and thought-leadership on a range of topics related to the human side of business. Matt is also passionate about helping brands harness insights from neuroscience to better understand, serve, and interact with their consumers. To this end, he consults with a wide array of organisations, including as an expert in residence for Nike.Matt currently resides in Boston, MA, where he is a Professor of Psychology and Marketing at Hult International Business School, and an instructor at Harvard University’s Division of Continuing Education. He grew up in The Bay Area, California, and has lived and worked in San Diego, New Jersey, Berlin and Shanghai.Remarkable TakeawaysWhy leaning into the nuance of cultural codes makes perfect sense for smaller brands, as they seek to differentiate themselves.How an actively integrated core purpose leads to the kind of shared brand reality which creates real value for all stakeholders.When to lead from the front and when to listen deeply from a brand perspective, and the influence of generative AI on this decision.Connect with MattExplore his new book Branding That Means Business hereFind him on LinkedinExplore his work via his blog/websiteFollow him on Twitter

In this episode of The Remarkable Project Jay speaks with Author and Customer Experience Expert, John Sills about how overall customer satisfaction has improved even though the functional experience hasn’t, what it looks like to build a culture that truly build a that satisfaction and how to get super clear on what really matters to your customers through acknowledging that your organisation is a small part of their overall life. John Sills is Managing Partner at the customer-led growth company, The Foundation, and author of The Human Experience.  25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and his writing has been featured in The Guardian, The FT, and Management Today.Remarkable Takeaways Functionally the customer experience has improved but the customer satisfaction hasn’t.How can an organisation build a culture that encourages and promotes a more human experience?How to get super clear on what really matters to your customers through acknowledging that your organisation is a small part of their overall life. Connect with JohnFind out more about John and his new book at https://johnjsills.com/Find him on LinkedIn: johnjsillsFind him on Instagram: cx_storiesFind him on Substack: CX Stories

In this episode of The Remarkable Project Jay speaks with Alison Shamir, an International Imposter Syndrome Expert, about how prevalent imposter syndrome is, how a better understanding of it can empower change and the three-step process she recommends for moving through Imposter Syndrome and capturing the untapped opportunity that sits on the other side.  Alison Shamir is an International Speaker, Certified Coach and Media Contributor. As a founder herself and someone who has experience imposter syndrome firsthand, Alison has dedicated her own career to empower global organisations, teams & individuals with the knowledge, tools and methods they need to overcome Imposter Syndrome and present and perform as their most confident selves. Alison is also a proud member of the LGBTQIA+ community, passionate about Diversity, Equity and Inclusion and has held Leadership roles across the Technology and Media sectors. She combines both lived experience and professional expertise to help her clients make transformative change.Remarkable TakeawaysDefining what Imposter Syndrome is and, more importantly, what it is not. And how to recognise the symptoms early.The opportunities that begin to present themselves once you understand and begin to move through Imposter Syndrome. The three-step process that Alison uses with her clients to help work through Imposter Syndrome and achieve your true authentic potential. Connect with AlisonFind her on LinkedInLearn more about Alison and her work via her website 

In this episode of The Remarkable Project Jay speaks with Chris Wallace, President of Innerview Group, about the importance of creating collaborative conversation with your frontline team about business improvement, how to recognise and deal with the disconnect that sometimes happens between those teams and management and how to get your staff to believe in (and care about) your brand. As a marketing and customer experience strategist, Chris’ expertise centre’s on how organizations can improve alignment, between their go-to-market strategies and their frontline channels (sales, customer service, support, etc.). As President of InnerView, Chris and team have developed the breakthrough InFront platform, which applies market research processes to collect and analyse employee and partner, perceptions of customer needs and company value proposition. Apart from his client work, Chris is also an adjunct marketing professor at Villanova University (MBA) and is regularly published in outlets including, Harvard Business Review, Forbes and Ad Age.  Three Remarkable Quotes"Your frontline staff are a channel. Treat them as a channel that needs to be convinced not one that can be taken for granted that they will deliver your message in the right way. ""How many times do organisations stop to ask its people “What do you love about what we do?”"It is one of the most basic, fundamental aspects of human relationships; Listening for needs and responding in a way that says “ I heard you and I’m here to support you. "Connect with ChrisFind him on LinkedinLearn more about InnerView Group via their website  

In this episode of The Remarkable Project Jay speaks with Carla Johnson, one of the world’s leading Innovation Architects, about some of the biggest misconceptions about how successful ideas are born, the building blocks and process for true innovative thinking, and the power of putting observation practices into your daily schedule. Carla Johnson helps leaders paralysed by traditional thinking and teams that lack purpose and progress. Carla’s spent 20 years helping leaders shatter limits and discover undiscovered possibilities. Through years of research, she’s developed frameworks and processes that teach people how to consistently produce inspired ideas that lead to uncommon outcomes.In this episode, we delve into the core themes of Carla's acclaimed book, Re:Think Innovation, where she challenges conventional thinking and invites readers to embrace creativity as a driving force for change. Through real-life examples and thought-provoking exercises, Carla reveals the secrets to fostering a culture of innovation and unlocking hidden opportunities within organisations.As a trusted advisor to numerous companies across diverse industries, Carla brings a wealth of knowledge and practical wisdom to the table. Her unique blend of strategic thinking, storytelling, and deep understanding of human behaviour allows her to guide organizations towards impactful innovation that drives growth and success.Remarkable TakeawaysWhy the idea that there are people that are naturally better with great ideas is missing an essential part. How “middle of the night” ideas are born through a very clear process whether you know it or not. The low resource practices you can put in place today that can create consistently better ideas more often. Connect with CarlaFind her on LinkedinLearn more about Carla and her book via her website 

Are you feeling a little nervous? Nervous about the economy. Nervous about your business? Or just a sense of unease when it comes to what the next 12 months might look like in this new world of business. Well today we wanted to do something a little different. Here at Remarkably, we have the privilege of having what many would call quite intimate conversations with business owners about how they are feeling in not only a post-covid business environment but also in the financial climate that many think we have yet to feel properly. The other unique position we are in is that we get to speak to experts regularly about what business owners should be doing right now to ensure they protect themselves for what is to come – whatever that may be. Overwhelmingly, the feedback is just two things. Make sure you solidify the relationships you have around you.And Lean into experience as an asset. So today, we are going to replay an episode from Season One with, who many describe, as the Godfather of Experience Marketing – Mr Joseph Pine.Mr. Pine is an internationally acclaimed author, speaker, and management advisor who has dedicated his career to exploring the changing landscape of business and the role of experience in creating value for customers. He has authored several best-selling books, including "The Experience Economy" and "Authenticity: What Consumers Really Want".In this episode, we will delve into Mr. Pine's insights on the Experience Economy, a concept he co-created with his partner James Gilmore. The Experience Economy describes the shift from a service-based economy to an economy where experiences are the key driver of growth and differentiation.We will explore how businesses can create memorable and authentic experiences for their customers and why this is crucial in today's hyper-competitive marketplace. Mr. Pine will share his thoughts on the impact of technology on the Experience Economy, and how companies can leverage it to enhance the customer experience.Join us as we uncover the insights and wisdom of Mr. B. Joseph Pine II on the Experience Economy and the power of customer experience in creating value for businesses and customers alike.Get connected with Joseph Pine atwww.strategichorizons.comTwitter:  @joepineLinkedIn: /joepineRecommended Books:The Experience Economy by Joseph Pines IIhttps://www.amazon.com.au/Experience-Economy-Competing-Customer-Attention/dp/1633697975/