Forbes releases insights that they say should force every organization to fundamentally rethink how they approach professional development for leaders. Meanwhile, C-suites are pushing AI—while 95% failure rates are being reported. This CCNG Town Hall cuts through the hype, hysteria, and hope of applying AI to the leadership development problem. We’ll focus on root cause, risk avoidance, and practical clarity, with brief case snapshots—so you don’t green-light programs that backfire, waste time, or drain precious resources.Bring your questions and get straight answers to protect your next AI decision. Includes a live 10-question Leadership Development Scorecard to help you take action in your contact center.Inside this Town Hall:

• Case Results: lessons and challenges learned
• A short list of innovations and red flags to act on now
• A new language for separating hype, hysteria, and real hope

Meet Your Member Facilitators:

Jason Mercer-Pottinger is Senior Director, Customer Care – Americas at Vantive, leading fully remote, patient-centric operations across multi-country teams. A visionary CX leader, he fuses disciplined execution with innovation to scale empathy and outcomes. At Vantive, he has strengthened telehealth and customer experience while building culture-aligned standards that deliver consistent support at scale. A recognized CX influencer, he champions measurable impact for patients and customers. Under his leadership, teams support 100,000+ patients. These efforts underscore a continuous pursuit to improve the lives of patients and customers through empathetic and effective support solutions, turning bold vision into excellence. LinkedIn – https://www.linkedin.com/in/jason-mercer-pottinger/

Jim Rembach is President of Call Center Coach and creator of the Leadership Execution System (LES). A 25-year veteran and AI engineer, he replaces supervisor training with culture-calibrated Execution Systems that turn inconsistency into consistency. His AI-powered Execution Apps guide supervisors in the flow of work—standardizing decisions, building skills, and reducing Supervisor Drift. Author of the FONE Report, a science-backed framework, he explains why leadership training and coaching fail and how to avoid the risks of uncalibrated general AI. His modern-day mission: Stop training. Start executing. Lead your way.  LinkedIn – https://www.linkedin.com/in/jrembach/