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Happy New Year to you and we are back with a cracker of an episode to kickstart 2026 with – featuring the OG, the guru of virtual facilitation, Cindy Huggett, CPTD. As a leading industry expert and 20+ year pioneer of virtual training, Cindy brings in vast experience partnering with global organizations on learning strategy and technology solutions. She has authored six acclaimed books, including ‘Virtual Training Tools and Templates: An Action Guide to Live Online Learning 2nd edition’, ‘Designing Virtual Learning for Application and Impact’, and ‘The Facilitator’s Guide to Immersive, Blended and Hybrid Learning’.

Cindy partners with organizations to create training programs with lasting learning impact. She helps upskill trainers and designers, maximizes learning design, and facilitates actionable training and hybrid learning. A sought-after speaker, Cindy has taught thousands of people how to facilitate and present through cutting-edge workshops and presentations on topics related to leadership, learning, and technology. Based in Raleigh, NC, Cindy serves clients globally.

[4:20s] Cindy’s origin story

[9:35s] Evolution of virtual training from the 90s to today

[16:04s] Evolution of the virtual learner expectations

[29:04s] Tech of virtual facilitation right today

[30:44s] Key essentials skills for virtual trainers today

[37:34s] On hybrid, blended formats of facilitation: Successes and pitfalls

[48:13s] On the future of virtual learning

[52:12s] RWL: Must-read Cindy’s books: ‘Virtual Training Tools and Templates’, ‘Designing Virtual Learning for Application and Impact’, and ‘The Facilitator’s Guide to Immersive, Blended and Hybrid Learning’.

Connect with Cindy on LinkedIn

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What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com

Subscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Stitcher, Jio Saavn and more.

This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook

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It’s a year-end SHP tradition – where we bring you our top picks of the year. This time, we invite our guest hosts, Jyothi Dass and Shaleel Nalakath to choose their top episode picks from 2025. You can listen to the full episodes of their top picks, by clicking on each episode title below.

As we wrap up another wonderful year of podcasting, here is a big shout-out to all our listeners and our guests from across the world for being with us, for tuning in each episode. We look forward to bringing you more exciting episodes with a new guest line-up next year. Do write in and tell us what YOU liked from this year and what you would like to hear about, at podcast@c2cod.com. We will see you back in January of 2026! Wish you all a fabulous New Year!

Jyothi’s top picks

Ep 152: Mirjami Sipponen-Damonte on Facilitating High Impact Strategy & Leadership Development

Ep. 161: Silvia Damiano of About My Brain on Neuroleadership

Ep. 165: Nik Kinley on Rewriting Your Leadership Code and the Power Trap of Leadership

Shaleel’s top picks

Episode 167: Oscar Trimboli – How to listen

Ep 154: Rangineh Azimzadeh Tehrani on Peace and Conflict Resolution through Facilitation

Episode 160: Michelle Zhang, Facilitating Leadership Transformation through Inclusion

Episode 162: Dr Cecilia Herbert, Workplace Behavioural Science and Organizational Psychology

Subscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Amazon Music, Pandora, TuneIn + Alexa, Stitcher, Jio Saavn and more.

This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook.

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With so much talk around it, it was about time we dedicated a whole episode to AI – and boy, have we got a power-packed one for you! Meet Rick DeLisi who is leading AI adoption in an industry that almost everyone one of us has had a direct experience with – customer service. Rick is Lead Research Analyst at Glia, co-author of the bestselling business book The Effortless Experience and a multi-time contributor to the Harvard Business Review with more than 20 years of experience in the customer experience industry.

This conversation underscores Rick’s data-backed approach to understanding the gap between what leaders expect from AI and what actually happens in customer experience. Many organizations are wrestling with how to make AI a genuine advantage without falling into costly traps, and Rick’s grounded research has spurred meaningful conversations at several leading companies. Hit play to get the lowdown!

[4:29s] Evolution of customer service

[10:13s] Growth of automation in customer service

[19:02s] AI in customer service

[28:27s] Organizations who are doing it well: ‘AI for all’

[39:24s] Future drivers for AI adoption the ‘right way’

[47:14s] Future of the customer service industry

[51:06s] RWL: Read Rick’s book ‘The Effortless Experience’

Visit Glia at https://www.glia.com/ for more resources to help you elevate your customer service with the right adoption of AI.

Connect with Rick on LinkedIn

Connect with Vinay on X and LinkedIn

What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.com

Subscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Amazon Music, Pandora, TuneIn + Alexa, Stitcher, Jio Saavn and more.

This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together’. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook