Abdul Khaled’s leadership journey began with many years working as a contractor. For many years his professional focus was simple and intense. Deliver. Solve the problem in front of you. Move on to the next challenge. That experience gave him a strong bias toward execution and results but it also shaped how he later came to understand leadership in a very different way.

When Abdul moved into a permanent leadership role the nature of his responsibility changed. Success was no longer defined purely by what he personally delivered. It depended on how teams functioned how people responded under pressure and how change was experienced across the organisation. This shift became one of the defining themes of his conversation with Steve Borges on The B2B Experience, produced by leading UX and creative agency Biglight.

Abdul reflects on how delivery-focused environments reward speed certainty and decisiveness. As a contractor this made sense. You are brought in to solve a problem and move things forward. But in permanent roles particularly when change becomes complex or contentious that mindset quickly reaches its limits.

One of the strongest insights from the episode is Abdul’s recognition that successful leadership teams need different kinds of strengths. There are people who excel at delivery who push work forward and keep momentum high. But there are also people who come into their own when things get difficult. These are the individuals who steady teams manage tension and help others navigate uncertainty.

Abdul argues that many organisations undervalue this second capability. When pressure rises leaders often default to driving harder on delivery. But resistance rarely disappears under force. In fact it often increases. Understanding people and their reactions becomes more important not less.

A central theme in the conversation is making change happen by bringing people with you. Abdul is clear that resistance to change is not usually irrational. It is a response to uncertainty fear or lack of understanding. Leaders who take the time to listen and empathise are better placed to move teams forward.

This people-first approach does not mean slowing down or avoiding difficult decisions. Instead it creates the conditions where progress is sustainable. When people understand why change is happening and feel supported they are more likely to engage rather than withdraw.

Abdul connects this leadership mindset to his approach to experimentation and learning. In his day-to-day work he is constantly testing ideas rather than assuming outcomes. This applies both internally and externally. Experimentation reduces risk because it replaces opinion with evidence.

Understanding customer needs plays a critical role here. Abdul talks about the importance of continually learning from customers and using those insights to evolve propositions. Rather than launching fully formed solutions teams can test learn and adapt based on real feedback.

This test and learn approach also helps overcome internal resistance. Small experiments feel safer than large transformations. They allow teams to see progress without committing to irreversible change. Over time these incremental steps build confidence and momentum.

Abdul emphasises that experimentation is not about lack of direction. It requires clear intent and disciplined learning. The goal is not to try everything but to learn what works. This mindset aligns closely with how effective change happens in practice.

Another important aspect of the episode is how Abdul reframes leadership under pressure. Moments of stress reveal strengths that may not be visible in calmer times. Leaders who understand this can build more balanced teams and avoid over-relying on a single mode of thinking.

The conversation also touches on how understanding customers mirrors understanding people internally. Both require curiosity empathy and a willingness to challenge assumptions. Leaders who practice this externally are often better equipped to lead internally as well.

Delivery is essential but insufficient on its own. Change requires understanding people and supporting them through uncertainty. Resistance is best addressed through empathy not force. Experimentation reduces risk and accelerates learning. And customer insight provides a steady guide when navigating ambiguity.

We’re offered a grounded view of how making change happen in B2B depends less on plans and frameworks and more on how leaders engage with people and learn through action.

Topics connected to this episode

Moving from delivery-focused work to people-centred leadership

The difference between execution and leadership under pressure

Overcoming resistance to change

Bringing people with you during change

Understanding different strengths within leadership teams

Experimentation and test and learn approaches

Learning from customers to evolve propositions

Making change happen through empathy and insight

Making change happen in B2B

Overcoming resistance to change

Human-centred leadership

Bringing people with you

Leadership under pressure

Experimentation in B2B

Test and learn approaches

Understanding customer needs

Customer-led learning

People-first change

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