Top Business Leaders | Inspirational Leadership for Success

2025’s Most Influential Customer Leaders Powering Business Transformation

Digital Version In a business world increasingly shaped by rapid digital innovation, the role of customer leaders has transformed dramatically. Danny Major, serving as the Chief Customer Officer at OpenDialog AI, is leading this transformation. His approach goes far beyond traditional service delivery—he views customer leadership as a strategic enabler of both client and business success. For Danny, technology is simply a tool to achieve his goals. At OpenDialog AI, his core mission is to align cutting-edge conversational AI tools with tangible, measurable business outcomes. He places strong emphasis on helping clients navigate the complexities of an ever-evolving tech landscape while keeping their end goals front and center. This vision is not confined to his role alone—Danny fosters a company-wide culture of consultative, impact-driven thinking. His team is encouraged to see every interaction through the customer’s lens and to continuously explore how innovation can translate into real, sustainable transformation. customer leadership isn’t about overseeing interactions – it’s about unlocking potential at every touchpoint. In this AI-powered era, our mission is to humanize technology, build trust through intelligent dialogue, and turn every challenge into a growth story worth telling. Guiding Principles Behind Exceptional Customer Experiences At OpenDialog AI, the customer experience strategy is distilled into a powerful framework: “Understand, Educate, Execute, Evolve.” These four pillars serve as the foundation of every customer relationship. The journey begins with a deep understanding of each client’s strategic objectives, followed by a commitment to education. Especially in regulated sectors, helping clients gain clarity and confidence about AI adoption is crucial. Execution is the next step—tailored, outcome-driven deployments that fit the unique challenges of each organization. Finally, OpenDialog AI supports an evolutionary process, helping customers grow with the technology and continuously improve as their needs shift. This principle-based approach is deeply intertwined with the company’s mission: enabling businesses in complex, regulated industries to safely and confidently harness the potential of Generative AI. By aligning each project with the broader mission, OpenDialog creates not just solutions, but trusted partnerships. When Customer Insight Shapes Innovation Danny Major believes that the best innovations emerge directly from customer insight. A clear example of this was the development of the company’s Co-Pilot solution. Many clients were eager to implement AI, but hesitant to hand over full control to automated systems. In response, OpenDialog created a hybrid model, where AI works in tandem with human agents. By using this approach, clients could safely experiment with AI applications. It delivered faster call resolutions and higher accuracy, all while easing the path to digital transformation. Most importantly, it demonstrated how customer feedback could become the engine behind meaningful product development. In an era shaped by algorithms and automation, true leadership is measured by how deeply we understand people not just processes and how boldly we turn technology into trust. Driving Impact Through Conversational AI OpenDialog AI’s conversational agents are not simply tools—they are designed to become integral members of customer-facing teams. Capable of managing entire customer journeys, these agents bring personalization and contextual relevance to each interaction. This is especially critical in sectors where accuracy, clarity, and compliance are non-negotiable. Through these agents, businesses can not only reduce operational costs and compliance risks, but also boost satisfaction and engagement. From quoting to claims, OpenDialog’s AI ensures each interaction feels human, responsive, and aligned with the customer’s intent. This capability extends across industries, positioning OpenDialog’s platform as a versatile, future-ready solution for customer engagement. Measuring What Truly Matters Rather than relying solely on traditional KPIs, Danny takes a tailored approach to measuring customer success. While metrics like product utilization provide some insight, he places higher value on understanding what success looks like for each individual client. Reduced call handling time, improved customer experience scores, enhanced compliance—each of these could be a core outcome depending on the client’s priorities. This customized methodology ensures that every success strategy is rooted in what matters most to the customer. Danny and his team actively listen, ask the right questions, and design engagement strategies that reflect real-world impact. This personalized view of success makes the partnership stronger and the outcomes more meaningful. Keeping Humanity at the Center of Innovation With the rise of generative AI and automation, maintaining a human touch is more important than ever. Danny emphasizes that OpenDialog AI sees its agents not as replacements, but as collaborators. He often describes them as “silicon-based colleagues” who support the human workforce. In every implementation, Danny’s team works closely with clients to ensure their employees are prepared to manage and guide the AI systems. This human-in-the-loop model builds trust and empowers clients to take ownership of their AI journey. Co-creation, ethical oversight, and skill development are central to this strategy. By keeping humanity at the heart of innovation, OpenDialog helps clients move forward with confidence and care. Creating Unity Across Departments Cross-functional collaboration is key to customer success. At OpenDialog AI, Danny encourages what he calls the “empty chair” mindset. Every team is urged to consider the customer’s perspective in decision-making, as if the customer were present in the room. Customer insights are shared widely across departments, and clients are frequently invited to company meetings to share their stories firsthand. Such interactions enhance empathy and insight, helping sales, engineering, and product teams stay connected to real-world conditions. Additionally, structured feedback mechanisms ensure customer teams have a voice in product development and strategic planning. This open dialogue is instrumental in building a company culture where everyone is invested in customer success. Overcoming the Challenge of Scaling Personalization Scaling personalized experiences globally is no easy task. Danny identifies two main pitfalls: over-engineering from the start and relying too heavily on external advice. OpenDialog promotes an iterative, test-and-learn strategy that focuses on gradually building success through incremental achievements. By collaborating closely with clients and drawing from their internal expertise, the company develops solutions that are not only personalized but also scalable. This co-created path allows for adaptability, ensuring solutions evolve with changing market and organizational needs. Through this approach, OpenDialog helps clients

Bernardo Nicoletti: Merging Lean Thinking with Digital Transformation to Redefine Procurement and Supply Chain Excellence

Digital Version Few leaders have shaped the procurement and supply chain landscape as extensively as Bernardo Nicoletti, whose work seamlessly integrates Lean Six Sigma principles with cutting-edge digital innovation. Nicoletti has played a key role in advancing procurement and supply chain management for years, serving as a professor, consultant, and author. He has provided guidance to international businesses and shared his expertise with aspiring leaders at universities such as Temple University Rome and the University of Rome Tor Vergata. In this exclusive feature for Visionary Leaders Transforming Procurement and Supply Chain Strategy – 2025, Bernardo Nicoletti reflects on the evolution of the field, the role of innovation, and the strategic mindset required for lasting success in a complex, digital-first world. I believe in transforming procurement from a cost-driven function into a strategic force – where lean thinking, digital innovation, and human insight work together to deliver lasting value. The Power of Lean Six Sigma and Digitalization Nicoletti’s extensive background in Lean Six Sigma and process digitization has fundamentally reshaped procurement practices across industries. “The procurement and supply chain management field has been profoundly transformed in recent decades,” he explains, “driven by the strong synergy between Lean Six Sigma methodologies and digital technologies.” Lean Six Sigma—rooted in the Toyota Production System—focuses on improving value to the customer, minimizing waste and reducing variation. These principles, when applied to procurement, optimize sourcing, streamline supplier interactions, and shorten lead times. But Nicoletti points out that digitalization has exponentially amplified these benefits. “Technologies such as AI, IoT, and robotic process automation are no longer just add-ons—they are integral to creating agile, responsive, and resilient systems,” he says. For instance, AI can now accurately predict demand, optimize supplier choices, and analyze risks in real-time. IoT devices track inventory and transportation, while RPA removes bottlenecks in administrative workflows. Yet, Nicoletti is pragmatic: “Only a limited number of companies have fully embraced this convergence. Where it has been implemented, the impact has been transformational—from cost savings and efficiency to enhanced service quality and customer delight.” The Challenges Behind the Transformation Many organizations still encounter substantial challenges, despite the obvious benefits of digital integration. “Siloed structures and outdated ERP systems are often at the root of the problem,” Nicoletti notes. These legacy technologies create friction when integrating modern tools like AI or blockchain. Talent scarcity—especially in data science, cybersecurity, and AI—adds another layer of difficulty. Geopolitical instability, climate disruptions, and increased scrutiny around data privacy further complicate supply chain strategies. According to Nicoletti, success hinges on a comprehensive approach, encompassing technological investment, organizational redesign, change management, and talent development. This approach requires a Total Procurement approach similar to Total Quality which involves all the parties in the improvement projects. On this respect, also the involvement of the main vendors is essential to optimize the full chain. “He emphasizes the crucial role of strong cybersecurity and efficient data governance. “As data is the foundation of contemporary supply chains, cleaning and protecting it is vital,” he explains.” Why Digital Innovation Is No Longer Optional Nicoletti views digital innovation as the cornerstone of modern supply chains. “AI, blockchain, automation, IoT—these are not trends. They are the drivers of operational excellence,” he asserts. They should apply to procurement which includes from 50% to 80% of the operating costs of an organization, be it private or public. Artificial intelligence and machine learning are transforming the ways demand forecasting, vendor selection and evaluation, risk management, and warehouse automation are approached. RPA handles repetitive tasks such as purchase order creation or invoice matching, freeing teams for more strategic work. Blockchain introduces traceability, fraud prevention, and secure recordkeeping, especially in complex, multi-tier supply networks. IoT delivers real-time tracking, while cloud platforms ensure scalable, agile operations. But Nicoletti also highlights a critical balancing act. “Technology cannot replace human judgment. The organizations that succeed will be those that combine digital tools with human insight, ethical leadership, and lean thinking.” Real-World Results Through Lean + Digitize Nicoletti’s consulting experience spans 10 countries and clients such as General Electric, Deutsche Bank, Generali, Santander Nordic, and Intesa Sanpaolo. One case, he recalls, illustrates the power of an integrated strategy. “A multinational manufacturing company was struggling with fragmented procurement,” he says. “By centralizing indirect spend, consolidating vendors, and introducing an eProcurement platform based on lean principles, they cut indirect costs by 15% and slashed order lead times by 50%.” This company is now investing in AI and expects an additional saving of at least 20%. The transformation also standardized processes, reduced waste, and fostered stronger vendor partnerships. “This is the kind of holistic approach that delivers measurable, sustainable results,” Nicoletti adds. Lean in Bureaucratic Environments: A Pragmatic Approach One of the more challenging aspects of Nicoletti’s work involves applying lean methodologies in complex, bureaucratic environments—often in public institutions or heavily regulated sectors. “You have to start with a clear-eyed assessment of where waste exists,” he says. “Then prioritize areas with the greatest potential for quick wins.” These might include digitizing vendor onboarding, reducing redundant approval loops, preparing effective contracts,  or standardizing documentation. . Generative AI can help a lot in this respect. Commercial solutions are already available and will transform the work of the buyers. Tools like Kanban boards, visual dashboards, and just-in-time inventory systems can be remarkably effective. But perhaps most important, Nicoletti says, is cultivating a culture where frontline employees are empowered to identify and eliminate inefficiencies. “It’s not just about technology or process—it’s about mindset and collaboration,” he notes, especially when working with legal and finance departments to streamline workflows. The Academic Lens: Educating the Next Generation Nicoletti plays a significant role in shaping the future of procurement and supply chain professionals through his work as an educator. At the University of Rome Tor Vergata and other institutions, he connects theoretical knowledge with real-world application. “Academic institutions play a critical role in equipping students with the tools to manage real-world complexity,” he says. From case studies and simulations to industry partnerships and research, universities are evolving to reflect modern challenges. Nicoletti himself is

Anna-Luisa Schaffgotsch | CEO & Founder - Impli Limited

Pioneering Smart Healthcare Through Implantable Innovation: The Journey of Anna Luisa Schaffgotsch and Impli Limited

Digital Version In the ever-evolving landscape of healthcare, few industries hold as much promise or face as many challenges as smart healthcare solutions. At the intersection of technology, medicine, and innovation, leaders like Anna Luisa Schaffgotsch, CEO and Founder of Impli Limited, are redefining what it means to deliver personalized, real-time healthcare. With a vision rooted in both personal experience and cutting-edge research, Schaffgotsch and her team are pioneering a future where implantable devices and advanced technologies such as artificial intelligence and the Internet of Things transform how we monitor, manage, and improve health outcomes. When innovation begins with empathy, healthcare transforms—not just in technology, but in meaning, purpose, and impact. A Vision Born from Personal Experience Anna Luisa Schaffgotsch’s journey into the world of smart healthcare began with a deeply personal motivation. Alongside her co-founder, she faced the challenges of hormonal imbalances, a struggle that inspired her to seek solutions beyond traditional healthcare frameworks. “Our journey began with a shared conviction that implantable devices have the power to reshape real-time healthcare,” she explains. This conviction was not just theoretical; it was grounded in tangible research spun out of Imperial College, where the seeds of Impli Limited were first planted. What started as a mission to create an implantable hormone-monitoring device for women has since evolved into a broader ambition: to leverage continuous data collection to enhance and personalize healthcare for people everywhere. “Over the years, our vision has expanded,” Schaffgotsch notes. “We are no longer just addressing one health concern—we are working toward a future where data-driven insights empower individuals to take control of their health in ways that were previously unimaginable.” Defining Innovation in Smart Healthcare In an industry as complex and rapidly evolving as healthcare, innovation is not just about creating new technologies—it is about solving real-world problems with creativity, resilience, and a commitment to excellence. For Schaffgotsch, innovation is about confronting difficult challenges head-on and refusing to back down, even when the odds seem insurmountable. “Innovation in healthcare is about harnessing creativity, research, and technology to push boundaries,” she says. “It is about persevering through adversity, refining our ideas, processes, and products until we emerge with something that truly transforms lives.” This mindset has been instrumental in guiding Impli’s development of cutting-edge solutions that address some of the most pressing healthcare challenges of our time. The Role of Advanced Technologies At the heart of Impli’s mission is a commitment to leveraging advanced technologies such as artificial intelligence, the Internet of Things, and bioinformatics to revolutionize healthcare. These technologies are not just tools—they are the foundation upon which Impli’s solutions are built. “Artificial intelligence plays multiple pivotal roles in our work,” Schaffgotsch explains. “From guiding the design of our devices to interpreting the continuous stream of hormone data we collect, artificial intelligence is integral to our approach.” By correlating these insights with personal health records, Impli is ushering in a new era of personalized medicine. The data gathered from real-time hormone monitoring serves as an unprecedented resource, enabling artificial intelligence algorithms to uncover patterns and deliver tailored recommendations that were previously impossible. This integration of technology and healthcare is not just about improving individual outcomes—it is about creating a more connected, efficient, and predictive healthcare ecosystem. “The future lies in wearable or implantable technologies that seamlessly monitor health parameters in real time,” Schaffgotsch predicts. “Combining these insights with advances in robotics and the Internet of Things will pave the way for a more connected and efficient healthcare system.” Innovation in healthcare is about confronting difficult problems head-on and never shying away from a challenge. Overcoming Challenges in Smart Healthcare While the potential of smart healthcare solutions is immense, the path to implementation is fraught with challenges. Regulatory hurdles, clinical trials, and the high costs of development are just a few of the obstacles that companies like Impli must navigate. “The regulatory environment can be both rigorous and costly,” Schaffgotsch acknowledges. “But we address these challenges by methodically navigating the complex requirements, securing targeted funding, and building strategic partnerships that support sustained development.” This structured approach allows Impli to meet strict compliance standards without sacrificing its innovative spirit. Another key challenge is ensuring that smart healthcare solutions are both innovative and accessible. “Striking a balance between innovation and accessibility can be challenging, especially when hardware is at the heart of the product,” Schaffgotsch admits. However, she remains optimistic. “Our focus is on creating transformative technology that, over time, will become more affordable through economies of scale and ongoing iteration.” The Future of Smart Healthcare As we look ahead to 2025 and beyond, the smart healthcare landscape is poised for remarkable transformation. Schaffgotsch envisions a future where artificial intelligence-driven diagnostics and analytics take center stage, supported by increasingly sophisticated, patient-friendly devices. “I foresee artificial intelligence-driven diagnostics and analytics dominating the healthcare landscape,” she says. “The future lies in wearable or implantable technologies that seamlessly monitor health parameters in real time, delivering data-rich feedback to both healthcare providers and individuals themselves.” This vision is not just about technology—it is about creating a healthcare system that is more proactive, personalized, and predictive. “Combining these insights with advances in robotics and the Internet of Things will pave the way for a more connected, efficient, and predictive healthcare ecosystem,” Schaffgotsch explains. The future lies in wearable or implantable technologies that seamlessly monitor health parameters in real time. Leadership Principles for Success At the helm of Impli, Schaffgotsch’s leadership style is defined by a commitment to fostering innovation, resilience, and collaboration. “I believe in granting people the freedom to explore, experiment, and grow,” she says. “When combined with a culture of hard work and shared responsibility, this approach motivates teams to excel.” Her role, she explains, is to provide clarity of vision and the support needed for her team to fully harness their expertise. “Nurturing a resilient, self-driven, and innovative environment is the best way to ensure our company continually moves forward.” Nurturing a resilient, self-driven, and innovative environment is the best way to

Rethinking the Green Transition: Simon Michaux’s Blueprint for a Sustainable Future

Digital Version As the world races to address the escalating climate crisis, the need for innovative solutions and bold leadership has never been more urgent. Simon Michaux, Associate Professor at the Geological Survey of Finland (GTK), is one such leader, offering a unique perspective on the challenges and opportunities of the green transition. With a background in mining and a deep understanding of industrial systems, Michaux’s work focuses on diagnosing the bottlenecks in our current strategies and proposing unconventional solutions to create a sustainable future. In this interview, he shares his insights on the complexities of the energy transition, the role of critical minerals, and the transformative potential of circular economies. Our relationship with the environment must change. We must become aware of what energy is, where we get it from, and what raw materials mean for us. A Journey from Mining to Climate Action Simon Michaux’s journey into climate action began in the Australian mining industry, where he gained firsthand experience in resource extraction and industrial systems. However, his move to Europe in 2015 marked a turning point. “I came to Europe to learn about industrial recycling and the circular economy,” he recalls. Attending EU policy meetings and strategy workshops, Michaux quickly realized a disconnect between the proposed strategies and the realities of energy and resource systems. “The perception was that Europe led the world in phasing out fossil fuels and the green transition,” he says. “But the strategies I heard were not connected to reality at all.” This realization sparked a years-long effort to understand and communicate the systemic challenges of transitioning away from fossil fuels. Today, his work at GTK focuses on grounding the green transition in reality, diagnosing its flaws, and proposing alternative pathways. The Challenges of Securing Sustainable Raw Materials One of the most pressing challenges in the shift to renewable energy is securing sustainable raw materials. Michaux highlights the complexity of this task, noting that the industrial systems built over the past two centuries rely heavily on fossil fuels. “The last two centuries have been spent building the most complex technological industrial system the world has ever seen, using the most calorifically dense energy source the world has ever known—oil,” he explains. The green transition, while essential, faces significant bottlenecks in resource supply. Michaux emphasizes that the current approach may be leading us into a strategic dead end. “If we’re going in the wrong direction because we’ve forgotten what energy really is and where raw materials actually come from, what should we do?” he asks. His work seeks to answer this question by mapping out the physical units and resources required for a sustainable transition, revealing the logistical challenges and inherent weaknesses of current systems. The green transition operates on a much larger scale compared to the circular economy. Balancing Resource Demand and Environmental Protection The demand for critical minerals, essential for renewable energy technologies, poses a significant challenge to environmental sustainability. Michaux argues that our current approach is ecologically disastrous and faces serious resource bottlenecks. “Our current Plan B, the green transition, faces very serious bottlenecks in resource supply,” he says. “We must fundamentally reconsider our technology choices and how we utilize them.” To address these challenges, Michaux advocates for unconventional solutions, such as thorium-fueled modular molten salt reactors (MSRs). “I’ve been modeling these systems, and the results are amazing,” he shares. “It’s possible to deliver concentrated quantities of electrical power and industrial thermal heat from a very small value chain footprint.” However, he cautions that technological innovation alone is not enough. Society must also shift its priorities, moving away from consumerism and toward community and planetary stewardship. The Role of Circular Economies in Sustainability While the circular economy is often discussed alongside the green transition, Michaux points out that the two are not the same. “The green transition is orders of magnitude larger than the circular economy,” he explains. In a case study conducted in Hawaii, Michaux modeled both scenarios and found that the infrastructure required for the green transition far exceeds that needed for a fully implemented circular economy. Despite this, Michaux believes that a circular economy is essential for long-term stability in a post-fossil-fuel world. However, he argues that the current concept of the circular economy is thermodynamically imbalanced and needs to evolve. “In my work, I’ve tried to achieve this, creating what I call the Resource Balanced Economy (RBE),” he says. This approach integrates energy considerations into every action, ensuring a more sustainable and efficient use of resources. Collaboration for a Sustainable Future Michaux emphasizes the importance of collaboration between governments, businesses, and scientific institutions in addressing the climate crisis. “We must withdraw from the natural environment, contract our human systems footprint, and simplify our industrial system,” he says. He calls for a new form of social collaboration, warning that a scarcity mindset and conflict will only exacerbate the challenges we face. For industries pledging to reduce their carbon footprint, Michaux advises moving beyond regulatory compliance. “Many of the systems we rely on now must be replaced entirely,” he says. “This requires a full metamorphosis of our industrial energy system, which is yet to be understood by most people in positions of responsibility.” We must withdraw from the natural environment, contract our human systems footprint, and simplify our industrial system. Urgent Priorities and Breakthrough Solutions Looking ahead, Michaux identifies the evolution of societal paradigms as the most urgent priority. “Our relationship with the environment must change,” he says. “We must become aware of what energy is, where we get it from, and what raw materials mean for us.” He believes that breakthrough solutions, such as thorium MSRs, can play a key role in this transition, but only if accompanied by a fundamental shift in how we view and organize our systems. For the next generation of scientists, policymakers, and industry leaders, Michaux offers a clear message: “Engage critical thinking in all its forms. Collaborate with as many people as possible. Explore all rabbit holes, and don’t be limited by being

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