About this episode

Nienke Bloem interviews Sally Foley-Lewis about the challenges and strategies of leading from the middle in customer experience.

Welcome to a new episode of CX Leadership Talks! The podcast for CX leaders who want to spice up their leadership. In this inspiring episode, your host Nienke Bloem dives into an incredibly valuable conversation with global keynote speaker, educator, and "burger lady" Sally Foley-Lewis. Together, they explore the true power - and challenges - of leading from the middle. Discover why the best is in the middle, how to influence without formal authority, and how to proceed until apprehended. Get ready for practical tips, fresh insights, and a healthy dose of CX leadership inspiration! Timestamped overview: 00:00 Introducing Sally Foley-Lewis 06:15 Food as a universal concept 09:46 Discussing AI impact on organizations 14:16 Empowering middle managers 18:01 Importance of creating CX strategy 19:45 Navigating stakeholder management and authority 23:09 Importance of clear communication 26:15 Leading from the middle 30:15 Thinking strategically as a leader 32:32 Building strong internal networks 37:26 Importance of receiving feedback 40:20 Building professional networks 44:52 Connecting and collaborating with others 45:35 Show closing and contact info Extra information: Connect with…

People in this episode

Host: Nienke Bloem

Guest: Sally Foley-Lewis

Topics covered

• leadership
• customer experience
• empowerment
• stakeholder management
• communication
• strategic thinking

Keywords

• CX leadership
• middle management
• influence
• feedback

Mentioned in this episode

Organizations: LinkedIn

Books & works: The Best is in the Middle, Managing oneself

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