Humanity At Scale: Redefining Leadership

Can extraordinary business results and genuine human connection coexist at scale?
In this episode of Humanity at Scale, host Bruce Temkin speaks with Renee Cacchillo, President and CEO of Safelite AutoGlass, about leading with a people-first mindset while scaling a major business. They explore how vulnerability builds trust, why simplifying complexity enhances human connection, and how technology can support—not replace—customer relationships. Renee shares insights on fostering employee engagement, driving performance through purpose, and creating moments of unexpected joy for customers. Tune in for leadership strategies that balance growth, profit, and humanity.
What you will learn:

• How vulnerability as a leader builds trust and unlocks team potential 
• The "People Powered, Customer Driven" framework 
• Why standardizing and simplifying enable better human connections with customers
• How to implement technological changes while maintaining focus on human needs
• How to create unexpected happiness for customers in service-based businesses
• Why investing in frontline workers' success drives organizational performance
• How to sustain genuine care and empathy while leading a large-scale organization
  
  

Renee Cocillo is the President and CEO of Safelite, the largest auto glass replacement company in the United States, with over $3-4 billion in sales and 14,000 associates across 50 states. With a background in operations, consulting, and customer experience, she has transformed Safelite into a people-powered, customer-driven organization that delivers unexpected happiness to people's everyday lives. Under her leadership, Safelite has pioneered innovative digital solutions and standardized service excellence while maintaining a genuine human connection at scale.


Episode Resources:

• Renee Cacchillo on LinkedIn
• Safelite AutoGlass Website
• Talent Harbour Website
• Bruce Temkin on LinkedIn

Humanity At Scale: Redefining Leadership is handcrafted by our friends over at: fame.so

Great leaders don’t just direct—they empower others to excel.
In this episode of Humanity at Scale, host Bruce Temkin speaks with Liz Wiseman, CEO of The Wiseman Group and bestselling author, about the difference between "multiplier" and "diminisher" leadership. They explore how leaders can create high-performance, human-centric workplaces by fostering "intense" rather than "tense" environments, embracing "rookie smarts," and avoiding common habits that unintentionally stifle their teams. Whether you're an executive or an aspiring leader, this conversation offers actionable insights on unlocking potential, driving innovation, and leading with impact in today’s dynamic workplace.
What You will learn:

• How to distinguish between "multiplier" and "diminisher" leadership styles and their impact on team performance
• The critical difference between creating "tense" versus "intense" work environments
• Why being "nice" isn't the same as being an effective multiplier leader
• How to recognize and stop being an "accidental diminisher" through nine common behavior patterns
• The power of "rookie smarts" and why learning beats knowing in today's rapidly changing workplace
• The "extreme question challenge" technique to shift from telling to asking and unlock team potential
• How to create high-performance environments that remain deeply human-centric
• The importance of moving beyond job descriptions to unleash people's full potential
• Why truth-telling and incremental challenge are essential for developing team members
  
  

Liz Wiseman is a renowned leadership researcher, executive advisor, and bestselling author. As CEO of The Wiseman Group, a Silicon Valley-based leadership research and development firm, she has worked with top organizations like Apple, Google, Microsoft, and Tesla. She authored Multipliers, Rookie Smarts, and Impact Players, offering insights on how great leaders amplify the intelligence of those around them. A Thinkers50 honoree from 2013 to 2023, she also writes for Harvard Business Review and lectures at Stanford and BYU. Previously, she was Vice President of Oracle University, leading global talent development initiatives.


Episode Resources:

• Liz Wiseman on LinkedIn
• Wiseman Group Website
• Talent Harbour Website
• Bruce Temkin on LinkedIn

Humanity At Scale: Redefining Leadership is handcrafted by our friends over at: fame.so

How can leaders foster meaningful connections in an increasingly divided world?
In this episode of Humanity at Scale, host Bruce Temkin welcomes Dr. Tania Israel, Associate Dean for Diversity, Equity, and Inclusion at UC Santa Barbara and award-winning author, to explore how leaders can bridge divides and foster human-centered workplaces. They discuss how curiosity transforms conflict, the impact of cognitive biases, and practical strategies for authentic dialogue. From managing workplace tribalism to overcoming unconscious bias, this conversation offers actionable insights for leaders navigating today’s divided world. Discover how assuming good intent and embracing open conversations can create more collaborative, resilient teams.
What you will learn:

• How to embrace genuine curiosity in difficult conversations
  
  
• Why understanding cognitive biases is crucial for bridging divides
  
  
• The critical difference between feeling unsafe and being unsafe 
  
  
• How to regulate emotional responses when triggered by differing viewpoints
  
  
• The practical framework for promoting understanding over winning arguments
  
  
•  How leaders can address workplace tribalism without banning political discussion
  
  
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   How to help teams recognize and overcome unconscious biases that drive workplace division
  
  

Dr. Tania Israel is a Professor of Counseling Psychology and Associate Dean for Diversity, Equity, and Inclusion at UC Santa Barbara and an award-winning author, researcher, and expert in navigating political and social divides. With over 25 years of experience in psychology, she has dedicated her career to helping individuals and organizations bridge differences and foster meaningful connections. Israel is the author of two influential books, "Facing the Fracture" and "Beyond Your Bubble," which provide practical frameworks for handling difficult conversations and building understanding across divides. Her groundbreaking work, sparked by facilitating dialogues between pro-choice and pro-life groups in the 1990s, has evolved to address contemporary challenges in political and social polarization. 

Episode Resources:

• Dr. Tania Israel on LinkedIn
• UC Santa Barbara Website
• Talent Harbour Website
• Bruce Temkin on LinkedIn

Humanity At Scale: Redefining Leadership is handcrafted by our friends over at: fame.so

What if the key to business success isn't just about profits, but about truly enriching customers' lives?
In this episode of Humanity at Scale, host Bruce Temkin sits down with Fred Reichheld, Bain Fellow, NYT best selling author, Keynote Speaker, and creator of the Net Promoter System, to uncover the true power of customer loyalty. They explore why traditional satisfaction metrics often fall short while measuring loyalty, how NPS is misinterpreted and misused, and the importance of focusing on the "earned growth rate" when measuring real advocacy. Fred shares why referrals are the ultimate proof of loyalty and warns against AI’s misuse in customer experience. With insights on leadership, customer-centric growth, and sustainable success, this episode is a must-listen for business leaders seeking to build lasting customer relationships.
Join them as they discuss:

• Origins of NPS: Why Customer Satisfaction Scores Weren't Enough
• Common Mistakes: How Companies Misuse NPS Today
• Winning on Purpose: Getting the NPS Movement Back on Track
• Earned Growth Rate: The True Measure of Customer Loyalty
• AI and Customer Loyalty: Opportunities and Current Pitfalls
• Leadership Wisdom: Why Loving Your Teams Drives Success

Fred Reichheld is a world-renowned expert on customer and employee loyalty, best known as the creator of the Net Promoter System℠ (NPS®). A fellow at Bain & Company, he founded Bain’s Loyalty practice, helping companies drive profitable growth through customer-centric strategies. Named the “high priest” of loyalty by The Economist, he has authored five best-selling books, including Winning on Purpose (2021). His groundbreaking work has been featured in The Wall Street Journal, The New York Times, and Harvard Business Review. A sought-after speaker, Fred earned his MBA and AB with honors from Harvard University.


Episode Resources:

• Fred Reichheld on LinkedIn
• Bain & Company Website
• Talent Harbour Website
• Bruce Temkin on LinkedIn

Humanity At Scale: Redefining Leadership is handcrafted by our friends over at: fame.so

What if senior living communities could transform resident care through authentic human connection?
In this episode of Humanity at Scale, host Bruce Temkin sits down with Nikki Kresse, Chief Experience and People Officer at Lifespace Communities, to discuss how immersive leadership transforms senior living. Nikki shares insights from her month-long stay in senior communities, highlighting the power of human connection, intentional vulnerability, and purpose-driven culture. They explore strategies for enhancing employee engagement, reducing turnover, and improving resident experiences. From Lifespace’s "Dragon Slayer" culture to addressing industry challenges, this conversation reveals how empathetic leadership can revolutionize both workplace dynamics and business outcomes. Tune in for a compelling discussion on scaling humanity in leadership.
Join them as they discuss:

• Understanding Lifespace: A Cruise Ship on Land for Senior Living
• From Operations to HR: Nikki's Journey in Leadership Evolution
• The Power of Empowerment: Moving Beyond Command and Control
• Living the Experience: A Month in Senior Communities
• Making Experience the Differentiator in Senior Living
• Dragon Slayers: Building a Culture of Empowered Care
• Tackling Industry Challenges: Reducing Burnout Through Purpose
• Future of Leadership: Embracing Adaptability and Growth

Nikki Kresse is the Chief Experience and People Officer at Lifespace Communities, where she leads human resources, resident experience, and communications across the enterprise. With over 20 years of experience spanning operations, talent strategy, and culture transformation, she has driven significant organizational change in healthcare, hospitality, and senior living sectors. Before Lifespace, she held key leadership positions at Michaels Arts & Crafts and G6 Hospitality, where she developed expertise in scaling businesses and building strong succession plans. In her current role. Nikki has spearheaded innovative approaches to employee engagement and resident experience, resulting in a 30-point reduction in turnover and engagement scores in the global 90th percentile. 

Episode Resources:

• Nikki Kresse on LinkedIn
• Lifespace Communities Website
• Talent Harbour Website
• Bruce Temkin on LinkedIn

Humanity At Scale: Redefining Leadership is handcrafted by our friends over at: fame.so

In this episode of Humanity at Scale: Redefining Leadership, Bruce Temkin hosts Ryan Hogan, entrepreneur and Naval officer, to discuss purpose-driven leadership. From selling Creepy Crawlers as a child to growing Hunt A Killer into a $55 million business, Ryan shares how perseverance, empathy, and understanding your team's "why" transform organizational culture. Through personal stories and actionable insights, Ryan highlights how authentic, caring leadership can inspire growth, foster trust, and create meaningful impact in both business and life.
Join them as they discuss:

• The Entrepreneurial Journey Begins with Creepy Crawlers
• Purpose Beyond Profit - Leading with People in Mind
• Navigating Crisis While Maintaining Culture
• The Power of Immersive Storytelling
• Reimagining One-on-One Leadership Connections

Ryan Hogan is a serial entrepreneur, Naval officer, and co-founder of Talent Harbor, revolutionizing sales recruiting with a transparent, flat-fee model. At Talent Harbor, Ryan focuses on sourcing high-impact sales leaders who fit strategically, culturally, and operationally. Previously, he co-founded Hunt A Killer, named one of Fast Company’s Most Innovative Companies and Inc.’s fastest-growing CPG company. A former Surface Warfare Officer, Ryan combines military discipline with entrepreneurial vision to build stronger teams and drive meaningful organizational growth.

Episode Resources:

• Ryan Hogan on LinkedIn
• Talent Harbour Website
• Bruce Temkin on LinkedIn

Humanity At Scale: Redefining Leadership is handcrafted by our friends over at: fame.so

Can design truly make our world better? 
In this episode of Humanity at Scale, Bruce Temkin welcomes legendary design thinker Don Norman, co-founder of Nielsen Norman Group, to discuss the shift from human-centered to humanity-centered design. They explore how design must address societal and environmental impacts, rethink AI’s role as a creative tool, and move beyond profit-driven metrics to measure real human impact. Norman challenges traditional problem-solving, advocating for community-driven solutions and ethical, sustainable design. They also discuss the Don Norman Design Award’s mission to empower future designers. This thought-provoking conversation is essential for leaders and creatives striving to design a better world.

Join them as they discuss:

• Don Norman's Journey: From Engineering to Design Pioneer
• AI's Role in Design: A Powerful Tool, Not True Intelligence
• The Evolution of "Design of Everyday Things"
• Beyond User-Centered: Embracing Humanity-Centered Design
• Rethinking Success: Moving Past Profit-Only Metrics
• Empowering Designers to Lead Organizational Change
• The Don Norman Design Award: Supporting Early-Career Innovation
• Leadership Skills for the Future

Don Norman, a pioneering voice in design, is currently in his fifth “retirement,” dedicating his time to the Don Norman Design Award & Summit (DNDA), which champions Humanity-Centered Design (HCD+). He co-founded the Nielsen Norman Group, was the founding director of The Design Lab at UC San Diego, and served as VP of Apple. A member of the National Academy of Engineering, his work has redefined design’s role in sustainability, ethics, and human impact. His latest book, Design for a Better World, expands design thinking beyond individuals to societal and environmental well-being.


Episode Resources:

• Don Norman on LinkedIn
• Nielsen Norman Group Website
• Talent Harbour Website
• Bruce Temkin on LinkedIn

Humanity At Scale: Redefining Leadership is handcrafted by our friends over at: fame.so

Humanity At Scale: Redefining Leadership is handcrafted by our friends over at: fame.so