Mastering the 5Ps: How Leaders Move from Overwhelm to Operational Excellence, with Chander Sharma

Welcome back to All Things Considered CX. In this episode, host Bob Azman is joined by Chandra Sharma, a seasoned global executive, leadership advisor, and author, to unpack the real challenges large organizations face in today’s fast-moving business landscape.

Drawing from decades of experience across industries and continents, Chandra shares powerful insights on how leadership, culture, and organizational clarity shape business transformation and customer experience. The conversation centers on his book, Busyness to Business, and its practical 5P framework—Purpose, Process, People, Practice, and Perspective—a model designed to help leaders cut through noise, eliminate unproductive busyness, and refocus on what truly drives value.

Along the way, Bob and Chandra explore real-world examples, including the “Amazon effect,” Walmart’s turnaround, and leadership lessons from icons like Satya Nadella and Warren Buffett. The discussion is packed with actionable takeaways for executives and customer experience professionals who want to lead with intention, align their teams, and adapt to constant change.

You’ll also learn about a free benchmarking resource that helps leaders assess how aligned and effective their organizations truly are. If you’re looking to elevate your leadership approach and sharpen your customer focus, this is an episode you won’t want to miss.