In this episode of Othman’s Leadership Podcast, Dr. Reda Othman sits down with Nora Osman, a global advisor, keynote speaker, and coach with expertise across healthcare, technology, and finance. Nora reframes “customer experience” as “human experience,” emphasizing that whether we serve employees or customers, the goal is the same: to create meaningful, positive interactions.

She shares powerful stories—from transforming an IT service desk team in a New York hospital to running a Mediterranean restaurant—that reveal how applying the Platinum Rule (“treat people as they want to be treated”) reshapes culture and outcomes. Nora highlights why simplicity often matters more than complexity, why empowerment outperforms scripts, and how agility turns mistakes into growth.

This conversation will challenge you to rethink how you design experiences for the people you serve and remind you that true leadership begins with listening, empathy, and co-creation.