What makes change so difficult—even for organizations that know change is inevitable and even necessary for growth? If we all agree that staying in our comfort zones holds us back, why do we continue to resist change—and what can leaders do to help teams navigate it better?

In this episode of the Delighted Customers podcast, I sit down with Dennis Geelen, an accomplished author and consultant, to decode the human side of change management. We dive into strategies for easing transitions in workplaces rocked by mergers, tech shifts, and cultural upheaval. If you’ve ever faced pushback—even when a change is clearly for the greater good—Dennis’ actionable insights are for you. His creative approach takes the abstract concept of “change” and makes it tangible, actionable, and even relatable. From leadership lessons to frameworks you can use with your team tomorrow, Dennis explains it all with stories and wisdom.

Here’s why you want to listen: Dennis not only brings decades of experience helping organizations lead through transition, but he also recently co-authored a new book, The Five Shoes for Change, that pairs his business expertise with clinical psychology insights. If you’re a leader, CX professional, or employee wondering why company change initiatives so often falter—or just want to build your own change muscle—this episode is essential listening.

Three questions Dennis answers on the show:

What are the five “shoes” you need to successfully lead yourself—and your team—through change?

What are the most common missteps organizations make in change management, and how do these missteps affect employee experience?

How can leaders identify and address emotional baggage that employees bring to organizational changes, such as mergers or acquisitions?

Ready to build change resilience and transform your approach to leadership and customer experience? Tune in to this episode now.

👉 Listen and subscribe on Apple Podcasts 👉 Listen and subscribe on Spotify Available wherever you get your podcasts—don’t forget to subscribe, leave a review, and share with your colleagues!

Meet Dennis Geelen

Dennis Geelen is a renowned author, consultant, and keynote speaker specializing in customer experience, change management, and leadership. As the founder of Zero In, he’s worked with organizations across North America, helping them create customer-obsessed cultures and navigate complex transformations. His new book, The Five Shoes for Change, is a collaboration with psychologist Christian McMillan, integrating clinical psychology with pragmatic business consulting to guide individuals and companies through the turbulent waters of change.

Dennis is also the author of The Zero In Formula, where he outlines a system for sustainable growth, and The Accidental Solopreneur, drawing on his own journey to entrepreneurship. Known for his engaging storytelling, Dennis brings practical frameworks to bear—with a focus on actionable steps and self-awareness that leaders can immediately implement.

Find Dennis on LinkedIn: Dennis Geelen on LinkedIn Learn more: dennisgeelen.me Book updates: 5shoesforchange.com (coming soon)

References from this episode:

• JourneyTrack AI-powered Journey Mapping Whitepaper

• The Five Shoes for Change (coming fall 2025)

• Dennis Geelen on LinkedIn

• dennisgeelen.me

• Edward de Bono – Six Thinking Hats

• The Zero In Formula by Dennis Geelen

• The Accidental Solopreneur by Dennis Geelen