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About
As AI and automation take over more of the customer interaction, the teams that still win are the ones customers actually trust, and that trust comes from human skills no script can fake. In this session, Felix Sablan (Chief Client and Commercial Officer, SIY Global) shares an "upstream" development framework built on perception, self-awareness, and emotional agility--the foundations that makes any performance training actually stick--rather than just drilling behaviors that fade under pressure. Drawing on work with customer-facing teams, where quota pressure and automation are colliding fastest, this framework applies anywhere leaders are trying to build performance that holds up under stress.
Key Takeaways
Apply an “upstream” development framework: Create training that develops the inner foundation for performance, rather than just drilling behaviors.
Make relationships the differentiator: Build the internal skills (self-awareness, emotional agility) that let teams stand out when automation makes every other interaction sound the same.
Make relationships the differentiator: Build the internal skills (self-awareness, emotional agility) that let teams stand out when automation makes every other interaction sound the same.
Primary Capability Covered: Career and Leadership Development
Participation in this event, either live or recorded, can be reported for one (1) professional development point toward initial certification or recertification requirements for the APTD or CPTD credential.
