Customer Service Academy · 2026-03-10 · 28 min
People Squared - Leading in an AI World With Nikki Barua For more than 25 years, Nikki Barua has helped global brands reinvent their culture, capabilities, and competitive edge. In this episode, Nikki introduces the idea of "People Squared." Let AI do what machines do best, while humans double down on connection, empathy, and judgment. When leaders combine both, teams become exponentially more capable. We explore what leadership, customer experience, and human connection look like in a world where AI is reshaping how work gets done. In this episode: Why great service is about being seen, feeling understood, and knowing you belong. How leaders must shift from directing tasks to explaining the why and providing context. Why identifying your superpower and zone of genius matters more in the AI era. How to find and eliminate friction points that slow teams down. Why empathy, curiosity, and human judgment will matter even more as technology advances. AI will continue to transform how work happens. The leaders who thrive will be the ones who learn how to combine technology with what only people can do.
194: The Value Paradox: Lessons in High-Stakes Hospitality48 / 100193: The Superpower of Bringing People Together With Amy Wiggins, Lakeland Chamber of Commerce191: Why Experience Matters as Much (Or More) Than Product With Dan Thumberg, Swan Brewing190: The Year of Experiential Hospitality189: Leading Customer Experience, Employee Engagement, and Hospitality in 2026