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Let's talk about How Human Connection Shapes EX & CX in the Age of AI.
Sha Nacino, one of the World’s Top 30 Motivational speakers, on the Fearless Possibilities podcast, is joined by three remarkable leaders -- Tonichi Achurra-Parekh, the Vice President at Concentrix; Jack Madrid, CEO of Information Technology and Business Process Association of the Philippines; and Nerissa Berba, Executive Vice President and Chief People Officer at Security Bank.
What You’ll Learn in This Episode
✨ How AI is transforming the roles of leaders today
✨ How AI enhances customer and employee experiences
✨ Addressing fears around AI and the future of jobs
✨ The most valuable human skills in the age of AI
✨ Practical ways leaders can make people feel seen and valued
✨ Why “AI is only a co-pilot—and humans remain the captain.”
✨ Real, personal stories from leaders navigating AI
Timestamps:
0:00 – Introduction & Welcome
2:15 – Meet the Guests: Sha Nasino, Tonichi Achurra-Parekh, Jack Madrid, Nerissa Berba
5:30 – Why Human Connection Still Matters (despite AI)
9:10 – How AI is Transforming Leadership Roles Today
14:45 – AI’s Impact on Customer Experience (BPO / Service Industry)
19:20 – AI’s Role in Employee Experience & HR (Banking / Corporate)
24:50 – Addressing Fears: Will AI Replace Jobs?
29:30 – The Most Valuable Human Skills in the Age of AI
33:05 – Practical Leadership Habits: Making People Feel Seen & Valued
37:40 – Panel Discussion: AI as Co-Pilot, Humans as Captains
42:15 – Personal Stories from Panel (Work–Life Balance, AI Tools, Culture)
48:00 – Predictions: What’s Next for AI in Service Industries & Workplaces
52:55 – Key Takeaways & How to Take Action
55:30 – Closing Thoughts & What’s Next on Fearless Possibilities
Connect with Jack Madrid: https://www.linkedin.com/in/jackmadrid/
Connect with Tonichi Parekh: https://www.linkedin.com/in/tonichiparekh/
Connect with Nerissa Berba: https://www.linkedin.com/in/nerissa-berba-905b477/
Connect with Sha Nacino:
https://www.linkedin.com/in/sha-nacino/
Join Sha’s free email newsletter: https://shanacino.com/fearless
Thank you for listening!
About the speaker:
Sha Nacino is a global keynote speaker on human connection and compassionate leadership. She was named one of the World’s Top 30 Motivational Speakers by Global Gurus, alongside Simon Sinek and Gary Vaynerchuk—the only Asian on the list. A 2-time TEDx speaker and former adjunct faculty at the Asian Institute of Management, Sha has spoken across Asia, North America, Europe, and Australia. She is the author of 16 books, including her latest, SEEN: Good Leaders Have Vision. Great Leaders See., and host of the Fearless Possibilities podcast. Her work has been recognized the the United Nations Global Entrepreneur Council and World Humanitarian Drive.
Website and video: https://www.shanacino.com
