As we kick off 2025, creativity and innovation have become essential tools for navigating rising customer expectations and constant change. With industries becoming increasingly competitive and technology advancing at an unprecedented pace, leaders must think differently, solve problems creatively, and design experiences that leave a lasting impact.
In this episode of The Modern Customer Podcast, Josh Linkner—globally recognized innovation expert, bestselling author, and jazz guitarist—shares actionable strategies for leaders to unlock creativity, overcome fear, and harness the irreplaceable human edge in an AI-powered world.
Key Highlights for Easy Listening:
01:57 | AI as a Co-Pilot: Balancing Automation with Human Compassion in Customer Service
03:28 | Designing Around Problems: Turning Challenges into Opportunities with Creative Problem-Solving
05:28 | Innovation Frameworks: Using the ‘To-Test List’ and ‘Judo Flip’ to Drive Creative Problem-Solving
08:52 | Big Little Breakthroughs: Driving Innovation Through Small, Manageable Steps
09:55 | Human Creativity in an AI-Driven World: The Power of Empathy, Artistry, and Emotional Intelligence
11:25 | The Role of Experience in Differentiation: Create Memorable, Human-Centered Customer Interactions
14:59 | Find a Way: Cultivating a Creative Mindset for Problem-Solving
17:25 | Leading Beyond Fear: How Leaders Can Build a Culture of Safety, Creativity, and Bold Innovation
Josh reminds us that innovation doesn’t always require massive leaps—it often begins with small, intentional steps. Through relatable stories and practical advice, he inspires leaders to approach 2025 with resilience, adaptability, and a willingness to experiment.
🎧 Don’t miss out on the insights that will define success in 2025—tune in now!
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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