Hi everyone it's Bob Safian welcome to a very special episode this year we've seen some

extraordinary developments from incredible tech advances to the rise and fall of

inflation to ongoing war on multiple continents.

As we look ahead to 2024, it's a good time to reflect on what we've learned from the year gone by

and how we can best prepare ourselves for the future.

We've identified five memorable moments from Rapid Response in 2023 to help illuminate key lessons for the year.

In these stories, leaders on the front lines of change share their experiences

and provide inspiration that can propel you forward. It's both fun and instructive, so let's get to it. We'll start the show in a moment after a word from our premier brand partner, Capital One Business.

Within the first two days in Ukraine, we were handing out blankets and gloves and pet food and wheelchairs and suitcases and we started

conversations with Airbnb.org.

That's Jocelyn Wyatt, CEO of Light, a global humanitarian nonprofit organization

formerly known as the American Refugee Committee.

When they rebranded as Light, they made a strategic shift from calling the people they serve refugees to

customers.

Why?

Because they had an instinct that in this moment in human history, it could make a difference

to reorient their teams away from the word refugee, which might carry a negative

connotation, to customer, which aligns with a commitment to provide outstanding service.

Our reference to the people we us. as a partner that had values that were aligned to theirs. We were able to really immediately

book them into 30 days of free temporary housing. When we can use the incredible platform that a tech company like Airbnb

has created to serve refugees like wow it makes a huge difference.

But a Lights rebrand not only spoke to Airbnb's desire to serve customers and aid in a crisis,

...