Ep45: Why the hardest part of leadership has nothing to do with strategy

What does good leadership look like when everything’s changing?

In this episode, Olly sits down with strategic leader, Gary Simpson, to talk about what it really takes to lead in a world that doesn’t sit still. They unpack the tension between short-term wins and long-term vision, why clarity beats control, and how the best leaders create space for others to thrive.

From futures thinking to B2G customer insight, Gary shares a fresh take on leadership that’s grounded in values, not vanity—and built for what’s next.

Connect with Gary.

Chapters:

  • 00:00 - Navigating Change in Leadership

  • 04:52 - The Importance of Adaptability

  • 10:03 - Understanding Customer Needs

  • 15:11 - The Role of Integrity in Leadership

  • 19:55 - Balancing Short-Term and Long-Term Goals

  • 25:05 - Embracing a Growth Mindset

  • 29:53 - Learning from Failure

  • 35:10 - Final Thoughts on Leadership

Subscribe

Don’t miss an episode of the CXD Podcast.

Sign up now for your fortnightly dose of reimagination.

Other Perspectives

Designing customer experience in 2026 and beyond
Close the gap between design and delivery: 5 tips for success
10 design principles to build a strong foundation for trust
Trust could be costing you millions
4 ways to transform CX through cross-functional leadership
Children at aquarium
Turning visits into relationships: designing destinations that last
Louvre customer experience
Why too much choice hurts your destination
United team
Making big ideas stick: How Engine unites vision and execution
Host don't operate
Host, don’t operate: the human side of designing destinations
CX Vision
Winning over hearts and minds: the secret to creating a lasting design and change culture
Destinations that people feel
Designing destinations that people feel
Why siloed CX strategies fail