Salla Seppä, Chief Customer Experience Officer at Nordic Business Forum

What does it take to create an unforgettable customer experience—and how do you train future leaders to deliver it under pressure? In this episode of The Black Belt in Leadership, host Aslak de Silva sits down with Salla Seppä, Chief Customer Experience Officer at Nordic Business Forum, to explore the power of encounters and the art of leadership training.

In the first part of the conversation, Salla and Aslak dive into the impact of interactions, using Maya Angelou’s famous quote: “People will forget what you said, people will forget what you did, but they will never forget how you made them feel.” Just like in a martial arts fight, every moment matters—mental preparation, presence, and skill shape the experience.

The second half of the episode shifts to training future leaders. Salla shares her insights on developing 14 team leaders each year to manage an event organization of 250–300 students. What makes a great leader? What red flags should you watch for in leadership selection? And can you spot leadership potential early—just like identifying who will earn a black belt in martial arts?

Packed with real-world examples and insights from one of the world’s top business events, this episode is a must-listen for leaders, entrepreneurs, and anyone passionate about customer experience and leadership development.

Tune in now and unlock the Black Belt in Leadership!

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