Speaker Spotlight: Bill Bell on the Key Role of Empathy and Emotional Intelligence

Ahead of his session at our December CLO Exchange in Fort Lauderdale, Bill Bell, VP of Business Learning and Training at FINRA, shared valuable insights on how empathy and emotional intelligence shape leadership, culture, and the future of learning.

CLO Exchange Fort Lauderdale is sold out, but you can still join us to hear new strategies and innovations from speakers like Bill at our CLO Exchange San Diego on February 22-24, 2026, at the Hyatt Regency Mission Bay. 

Setting the Stage:

What does empathy and emotional intelligence mean to you in the context of leading and developing high-performing teams?

Empathy is the connection to people that is the driver of high-performing teams. Understanding that we all have challenges, elations, tough days, and joyous occasions and adapting to meet the person where they are, that's real leadership. By being an empathic leader, you create an environment where the employee feels seen and heard as a person first.

Building Culture:

How can learning leaders foster greater emotional intelligence and empathy within their teams or across their organizations?

Building culture is a consistent commitment of time and energy. Create space for one-on-ones with open-ended questions that go beyond the surface. Learn about your team members' goals and challenges, then guide them to their own solutions. This builds trust, and trust is what transforms good teams into extraordinary ones.

The Business Impact:

In your experience, how does emotional intelligence influence performance, engagement, or retention?

There's a classic phrase: people don't leave jobs, they leave managers. I've seen this play out time and time again. When an employee feels psychologically safe, heard, and sees a plan for their development, they'll work harder, encourage others, and create high-performing teams that naturally attract more top talent.

Challenges & Opportunities:

What are some common challenges L&D leaders face when trying to embed empathy or EI into their learning culture?

The biggest challenge is breaking free from the view of L&D as rote training. Most organizations see learning as signing an attendance log and listening to a lecture. But L&D can be so much more.  It is  a culture driver, a place for engagement and innovation, a no-judgment zone where people develop both skills and values.

Leadership Perspective:

How can leaders model emotionally intelligent behaviors to create trust and drive collaboration?

Leading by example starts with those directly in front of you. Promise only what you can deliver; be transparent, forthright, and most importantly, consistent. As a leader, you're always being watched. Decipher the clues of what's not being said. Know that, and own it.

Looking Ahead:

As workplaces continue to evolve, what role do you see empathy and emotional intelligence playing in the future of leadership and learning?

In an increasingly automated world of AI, human interaction will become the deciding factor for the next generation of workers. The answers to everything will be at their fingertips. What can't be replicated is genuine interest in a person.  Focus on true sponsorship and advocacy, not just a generated list of readings and webinars.

Defining Moment:

What’s one moment or experience that shaped your understanding of the power of empathy in leadership?

After leading many teams over 20 years, I've learned that people are the most important asset. An engaged employee will consistently perform better than someone going through the motions. It's about creating an environment where people don't just work, but truly want to contribute their best selves.