Leadership expert Shane Feldman shares strategies for authentic engagement, community-building and navigating AI
The main goal of a meeting planner is to create an engaging experience that enables people from all walks of life to connect under an umbrella of ideas in an environment forged around connection, learning and innovating.
In the recent webinar, “Driving Connection & Collaboration in a New World,” Smart Meetings spoke with leadership expert Shane Feldman, founder of Count Me In, who has worked across 40 countries. Feldman shared his thoughts on connection, community and technology.
Check out the full webinar here.
Relationships and Customization Matter
In a world where everything is demanding our attention—whether it be emails, Slack channels or mobile phones—planners face the critical challenge of drawing attendees into the present moment.
“Community isn’t something you find. It’s something you create,” Feldman said. “Especially today, what people actually crave most is personalization.”
Customized experiences that make attendees feel seen and acknowledged will encourage future investment, especially for annual or recurring events.
Three Pillars of Connection
For planners looking for a strong foundation to improve attendee engagement, Feldman outlined three universal truths:
All humans crave connection.
“As social beings, humans actually crave connection, no matter where they fall on the introvert-extrovert spectrum,” Feldman said.
Community must be created, not observed.
“You can’t peer in at a group of people and say, ‘That’s community.’ Community is only real when you help build it,” he said.
Plus-one moments create emotional bonds.
“It’s almost always the moments between that people remember—the ones that feel personalized and thoughtful,” Feldman said.
Lessons Learned from Around the World
Through his work and travels, Feldman shared lessons learned from different cultures.
Training with a Michelin-starred chef in Tokyo provided insight into preparation and depth. He said, “Sometimes the simplest solutions — like a tint of blue in laundry detergent — solve the most complex problems.”.
In Vietnam, he observed a cultural commitment to openness through body language.
“In Vietnam, they leave the circle open—always leaving space for someone else to join,” Feldman said. “Keeping a gap makes it easier for new people to slide in, listen, contribute and belong.”
Feldman also introduced the concept of the Triangle of Trust, which he learned from a traditional Zulu elder. “If you want leaders, not followers, you have to show up authentic, believable and caring every single day,” he said.
The AI Factor
Feldman also offered a perspective on the growing influence of artificial intelligence, warning about potential pitfalls without human oversight.
“Generative AI is like a very well-read toddler — smart, but definitely not ready to run the show alone,” Feldman said. “If your AI is talking to my AI while another AI is taking notes, we’re in trouble. Humans don’t want that world.”
Still, Feldman acknowledged that AI could help planners reclaim valuable time for more strategic work. “The real question is: what are you going to do with the time you free up?” he said. “Will you invest it in deeper relationships and strategic thinking?”
Building Stronger Relationships
When it comes to intentionally building relationships, Feldman encouraged moving beyond stereotypes.
“Stop thinking about demographics. Start thinking about humans—real people behind the numbers,” he said. “Personalization — offering choice and gathering live feedback—will beat age-based assumptions every time.”
