“You need to identify one or two people that can become leaders and teach them how to lead, have difficult conversations, give feedback, hold accountable”

“I ask the buy side… what do you want to see from us?… I will layer that into my workflow internally… we will try to factor and take into account the feedback.”

“Do surveys, making sure you're hearing your internal customer feedback before you continue to adapt.”

“We’re not training our models … we’re using customer feedback to make our systems better.”

“A good senior leader identifies those things that only they can make… then you’ve typically given yourself a little bit more breathing space and you push down responsibility”