An Interview With Dina Aletras
Engage actively in industry conversations: Participating in discussions within your industry is crucial. Thought leaders need to be visible in the key spaces where their peers, competitors, and audiences gather — whether through conferences, webinars, podcasts, or online platforms like LinkedIn. Engaging in these conversations allows you to contribute your perspective and stay connected with trends. Active involvement also helps build credibility as someone who is not just a passive observer but a proactive voice in the field.
As part of our series about how to become known as a thought leader in your industry, I had the pleasure of interviewing Jordan Armstrong.
Jordan serves as the Chief Revenue Officer for ResultsCX, spearheading the expansion of the organization’s revenue streams and advancing its market strategies.
With a robust background as a seasoned executive, Jordan brings a wealth of leadership expertise gained from guiding top-tier teams in new business development, strategic account management, market strategy formulation, and solution development within the industry. Her career includes pivotal leadership roles at Sutherland Global Solutions and EXL, where she achieved significant milestones in delivering revenue growth, enhancing client retention, and leading transformative go-to-market initiatives.
Jordan’s deep market knowledge and proven track record of success underscore her commitment to fostering growth and innovation within the industry.
Thank you for taking the time to speak with us! Our readers are eager to learn more about you. Could you provide some background information about yourself?
My leadership philosophy is rooted in the belief that long-term success comes from visionary thinking and cultivating meaningful human connections. With over 20 years of experience leading national growth teams, I have consistently leveraged data-driven insights and market trends to anticipate shifts, align priorities, and uncover opportunities for sustainable growth. Currently, as Chief Revenue Officer at ResultsCX, I focus on not just responding to the present but shaping the future with foresight and precision.
Throughout my career, I’ve had the privilege of overseeing high-performing teams and managing large-scale initiatives, from national expansion efforts to global P&L responsibilities. My passion lies in creating synergies between people and technology, empowering teams to turn complex challenges into opportunities for innovation and growth. This approach has been a constant theme in my previous roles leading healthcare and payer teams, driving substantial revenue expansion and transforming strategic accounts.
I view client relationships as dynamic partnerships built on trust, collaboration, and shared objectives. By fostering these relationships with a long-term vision, I focus on delivering transformative solutions that create lasting impacts. Ultimately, my goal is to create strategic advantages that enable both our organization and our clients to thrive in an increasingly complex and competitive marketplace.
Can you recall a funny mistake you made when you were first starting out? What lesson did you learn from it?
When I first led a team, I made the rookie mistake of micromanaging — constantly checking in and redoing tasks. I thought it would ensure the project’s success, but it only frustrated everyone and lowered productivity.
Thankfully, a team member gave me honest feedback about how my approach was undermining credibility and hurting team morale. That conversation taught me the value of servant leadership: truly supporting my team by trusting them, giving them not only the space but also the tools and resources they need to succeed. Real leadership success comes from empowering others and fostering an environment where they can thrive.
What are the most significant disruptions you foresee in your industry over the next five years, and how can businesses adapt to these changes?
There are a few big disruptions on the horizon. First up is the integration of AI and automation, streamlining processes and improving efficiencies. Close behind is the expansion of omnichannel experiences, which will further enhance how businesses engage with customers across various touchpoints. Remote and hybrid work models will keep accelerating, and data privacy and compliance will stay top of mind.
But what I really want to focus on is the shift in customer expectations. Consumers are no longer just looking for efficient service — they want empathetic, personalized experiences that match their values, including ethical business practices and sustainability. This means businesses must adopt human-centric, agile strategies to build emotional connections with customers, align brand values with customer experience, and train agents to deliver compassionate and tailored interactions.
We’ll also see changes in the labor market and talent management. Geopolitical instability and economic fluctuations will push brands to focus more on individual markets, respecting cultural sensitivities and delivering the right products and programs for each region or market.
Can you share an example of a significant challenge you faced in your career and how you leveraged innovative thinking to overcome it?
Innovation often comes from rethinking how we use existing tools rather than searching for entirely new solutions. By adopting an agile approach, we can enhance efficiency and drive improvements.
This was evident in one of my previous engagements with a large organization, the client had invested heavily in AI to improve customer service but saw no real gains in performance or customer experience. The frustration was felt by everyone involved — internally, for the client, and for our team. Customers were also complaining about feeling disconnected from the automated systems.
When we dug into the issue, we found the problem wasn’t with the technology itself but with its siloed implementation. The chatbot tools did not communicate with human agents, disrupting the customer journey and resulting in inconsistent experiences. To fix this, we integrated AI in a way that complements human agents, designing workflows that allowed AI to handle routine queries and make smooth hand-offs to human agents for complex issues. Personalizing AI interactions using data, such as tailoring IVR messages based on past interactions, helped make the experience feel more human. In essence, by combining technology with a human-centered approach, we significantly improved customer satisfaction.
Now that we have covered that, we’d love to hear your advice on becoming a thought leader. Can you share five strategies that someone should follow to gain recognition as a thought leader in their industry? Please include examples or stories from your own experience for each strategy.
As someone passionate about making an impact in my industry, I believe that thought leadership is about more than just expertise — it’s about engaging, sharing, and driving meaningful conversations. Here are five key strategies that I’ve found to be essential in gaining recognition as a thought leader.
- Engage actively in industry conversations: Participating in discussions within your industry is crucial. Thought leaders need to be visible in the key spaces where their peers, competitors, and audiences gather — whether through conferences, webinars, podcasts, or online platforms like LinkedIn. Engaging in these conversations allows you to contribute your perspective and stay connected with trends. Active involvement also helps build credibility as someone who is not just a passive observer but a proactive voice in the field.
- Create original and valuable content consistently: One of the hallmarks of thought leadership is producing content that others find useful. Regularly sharing fresh insights through blogs, articles, videos, or podcasts shows that you are constantly thinking about the future of your industry and addressing the challenges it faces. The content should be actionable and offer solutions or provoke thought, demonstrating your expertise and the value you bring to the table.
- Share insights from real-world experiences: Authenticity is key to standing out as a thought leader. Sharing stories and lessons from your own professional journey allows others to connect with you on a deeper level. Instead of only focusing on theoretical knowledge, offering insights gained from your successes — and even your failures — makes your contributions more relatable and meaningful to your audience.
- Stay ahead of trends and predict what’s next: Thought leaders are often known for their ability to foresee industry shifts before they happen. This doesn’t mean you always need to be right, but having informed opinions and demonstrating foresight is critical. By staying on top of the latest research, technology, and market trends, you position yourself as someone who is not only knowledgeable about the present but also about the future of your industry.
- Foster meaningful conversations: Being a thought leader isn’t just about sharing your insights — it’s also about encouraging discussion and fostering collaboration. Ask questions, challenge assumptions, and engage your audience in meaningful dialogues. By doing so, you can inspire new ideas, build stronger relationships within your community, and create a lasting impact on your industry.
Who do you think is an outstanding example of a thought leader? What specific qualities impress you about this person?
To me, Simon Sinek stands out as a remarkable thought leader. What sets him apart is his consistency, authenticity, and focus on leadership and organizational behavior–particularly his ability to deeply examine who we are and emphasize the importance of starting with the “why.” His leadership philosophy, rooted in empathy and a human-centered approach, extends beyond any one industry and shapes both educational and leadership perspectives.
Sinek’s ability to communicate a clear vision that inspires action is one of his most impressive qualities. His “Golden Circle” leadership model highlights the power of understanding purpose as a driving force for success, and his engaging communication style encourages leaders to lead with empathy and purpose. Furthermore, Sinek is forward-thinking, not afraid to challenge conventional wisdom, helping leaders figure out where they should focus their attention to create a long-term impact.
How do you balance short-term business goals with long-term strategic vision, especially in a rapidly changing market?
It’s always a tough balancing act, and sometimes we lose that balance. It requires flexibility, foresight, and disciplined execution. Time kills both skills and opportunities, so it’s important to stay agile, adjusting to market shifts while keeping an eye on long-term goals. While agile methodologies help us adapt quickly, it’s equally crucial to measure progress. If we’re not tracking short- and long-term success, we’re missing the point. Aligning immediate wins with long-term growth is essential, and breaking down bigger goals into smaller, achievable steps keeps us moving forward.
We also need to balance innovation with stability — dedicating resources to current deliverables while keeping an eye on future breakthroughs. It’s about pushing the boundaries without going too far, ensuring short-term actions align with long-term vision with the help of a north star. Regular communication across the organization is key to staying on track and working towards our shared goals.
Can you share your favorite “Life Lesson Quote”? How has it been relevant in your life?
One of my favorite life lesson quotes is from Albert Einstein: “In the middle of difficulty lies opportunity.” It’s stuck with me because, in challenging times — whether in my own professional growth or when pushing my team to reach new levels — the biggest opportunities for growth really appear. I’ve seen that innovation often comes from how we navigate difficulties, whether as a team or individually. This mindset has helped me reframe tough situations, using hard lessons and mistakes as learning experiences. It pushes me to rethink my approach and strategy, both in leading my team and in my own professional development.
Many influential figures in business and entertainment follow this column. Is there someone you’d love to have lunch or breakfast with?
If I could have lunch with anyone, it would be Satya Nadella. He’s succinct yet thoughtful, and his approach to transformational leadership really resonates with me. He consistently emphasizes empathy and culture, shifting Microsoft from a “know-it-all” environment to a “learn-it-all” mindset. His vision for how technology can shape society — without overtaking it — really stands out, and his ability to integrate a servant leadership approach even in the tech space is admirable.
Nadella’s forward-thinking perspective always sparks new ideas, especially when it comes to how emerging tech trends fit into the broader business ecosystem. He often talks about resilience and adaptability, which is inspiring given his journey. If I had the chance to sit down with him, I’d love to learn more about how he balances innovation with corporate culture and his views on leadership’s role in shaping the future.
Thank you so much for your insights. This was very insightful and meaningful.
About the Interviewer: Dina Aletras boasts over 20 years of expertise in the corporate media industry. She possesses an in-depth understanding of growth, strategy, and leadership, having held significant roles at some of the UK’s largest media organizations. At Reach PLC, the UK’s largest tabloid publisher, she served in various director capacities. Additionally, she held leadership roles at The Independent Magazine Group and DMGT. Her extensive knowledge spans editorial, digital, revenue, sales, and advertising.
Upon relocating to Switzerland, Dina took on the responsibility of managing and promoting the international section of Corriere del Ticino — CdT.ch pioneering the English page “onthespot.” She also was the Co-Editor of Southern Switzerland’s first official Italian and English bilingual magazine.
Jordan Armstrong of ResultsCX: 5 Things You Should Do To Become a Thought Leader In Your Industry was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.