Managing Change, Leadership & Service Excellence

The exhibitions and events industry is under constant pressure, facing economic challenges, evolving client expectations, workforce shifts, and the rapid introduction of new technologies like AI. In this episode of Africa Event Connect, host Projeni Pather sits down with Pamela Robinson, a global leadership facilitator and corporate trainer with over fifteen years’ experience across hospitality, healthcare, and corporate sectors. Pamela brings a unique blend of strategy, psychology, and real-world leadership insight, shaped by her work across the Caribbean, Asia, and North America. She also draws on her recent IMEX Las Vegas keynote, “The Soul of Service: Leadership, AI, and the Human Touch,” to explore how leaders can guide teams through uncertainty without losing the human connection that defines service-driven industries. Together, they discuss: • Reframing uncertainty as an opportunity for growth • Leadership in high-pressure, deadline-driven environments • Emotional intelligence during moments of delivery pressure • Calm leadership onsite • Service excellence in people-driven industries • How leaders can balance technology with empathy This episode offers practical insight for event professionals and industry leaders navigating change while striving for consistency, performance, and exceptional service. YouTube · Spotify · Apple Podcasts