Paul Walker, CEO of FranklinCovey, shares insights from his 25-year journey at the company, which has evolved from physical planners to a leader in transformational leadership training. He discusses how organizations like Marriott enhance guest satisfaction through focused leadership development and consistent service. Walker emphasizes the vital role of human behavior change in bridging gaps between HR and management, advocating for advanced skills among frontline leaders to foster a culture of trust and continuous improvement.