HR GIG 10 – Leading People, Driving CX: One Hat at a Time

The morning plenary set the tone with thought-provoking keynotes and a dynamic panel. Qaalfa Dibeehi – Managing Partner, Human2Outcome – challenged conventional leadership, advocating for a situational, multi-hat approach where leaders adapt to people, context, and customers to drive outcomes. Sandra Bichl – Chief Human Resources – explored the intersection of AI, empathy, and HR, reminding delegates that technology scales processes, but human insight and care remain irreplaceable. The panel discussion underscored that Customer Experience (CX) is a whole-organisation responsibility, driven by culture, leadership, and empowered employees. The morning also featured a hands-on experiential learning activity coordinated by conference partners Outdoor Living Malta, where delegates collaborated in a teamwork challenge designed not only to foster reflection, communication, and leadership skills, but also to contribute to a meaningful CSR initiative in aid of Foodbank Lifeline Foundation Malta, demonstrating the impact of working together for a greater purpose.

Afternoon workshops offered practical takeaways. Sessions ranged from reshaping payroll in light of equal pay and pension reforms, to leveraging data for actionable customer insights, to linking employee experience and CX through culture change. A Maltese-language workshop highlighted empathy, communication, and accountability in client service. Morris Pentel’s workshop on Culture Change & Management stood out, unpacking the intricate links between culture, employee experience, and customer experience. Delegates explored practical strategies to make culture change tangible, through visible leadership support, aligned processes, feedback loops, and simple daily habits, reinforcing that empowered employees are the key drivers of exceptional CX.

Complementing the learning sessions, the curated expo showcased innovative solutions and tools to support HR and CX initiatives, giving delegates hands-on exposure to practical technologies and services and networking opportunities.

Key cross-event themes emerged: empathy and critical thinking, situational leadership, the irreplaceable human element in a tech-driven world, and the power of seeing through employees’ and customers’ eyes.

While no summary can fully capture the energy of HR GIG, the event left participants with practical tools, fresh perspectives, and renewed inspiration to lead with agility, empathy, and purpose. HR GIG 10 was a vivid reminder that leadership and CX thrive when people come first – one hat at a time.

HR GIG 10 was proudly presented by StreetHR in partnership with Laferla, Radisson Blu Resort & Spa – Malta Golden Sands, Outdoor Living Malta, ISL and Maypole.

For more information on future HR GIG events, visit HR GIG website or contact hrgig@streethr.com.mt.