In a recent episode of the Beneath the Transaction podcast, host Chris Pineda sat down with Inbenta CEO Melissa Solis to talk about what leadership actually looks like when it's tested. The conversation covered building a company from nothing, leading through personal adversity, and why authenticity matters more than authority.
The following is an edited transcript of their conversation.
How did you get to where you are today?
Melissa Solis: I was born and raised in Kansas and moved to Texas to open a group service center for Unicare. I spent almost 17 years in the insurance industry, but I like to reinvent myself about every 15 years. One day, my brother and I decided to stop making other companies money and start making our own. We founded GIACT Systems in 2004 with $300 and no outside capital. Sixteen years later, we sold it for $610 million to the London Stock Exchange.
After a brief attempt at retirement, I got bored and spent a year looking at AI companies. I eventually bought Inbenta, which had been around for about 20 years. Buying an existing global company is a very different ball game than starting from scratch. I always try to find myself in places that force me to learn.
What experiences shaped your approach to leadership?
There have been many moments. I was born with heart issues and have been through multiple surgeries over the course of my life, including open-heart surgery. Growing up, I was also diagnosed with dyslexia. Everything in life was twice as hard.
I had the option to become bitter and resentful, but I made a different choice. Going into my first open-heart surgery, I realized that none of the external markers of success mattered in that moment. Not the money, not the business. That experience gave me a clarity that I carry into how I lead today.
I recently went through a second surgery because the first valve failed. I went into the second one with a strategy and a game plan. Sometimes leaders fail because they are not prepared. They practice sports or recitals but they don't practice their strategy for leadership.
How does purpose drive your leadership?
It is purpose-driven. You must know why you are doing what you are doing, or you will give up when times get hard. Success is not a title or a dollar amount.
Another key is humbling yourself and asking for help. Many leaders see apologizing or asking for help as a sign of weakness, but I see it as an incredible strength. I surround myself with mentors who tell me the truth, not just what I want to hear. You must own your mistakes. Saying sorry doesn't take away the consequences, but owning it allows you to grow.
You must know why you are doing what you are doing, or you will give up when times get hard.
What role does forgiveness play in leadership?
You have to be willing to forgive. Holding a grudge only gives that person power over you. Forgiveness doesn't mean you let them wrong you again, but releasing it removes the stronghold it has over you. Many leaders are limited because they are resentful about things that happened in their careers.
How do you build team culture?
I am intentional about being authentic. I don't try to be anyone else or measure myself against others. I encourage my team to be who they are, not the version they think they should be.
Also, be willing to move on quickly if you hire the wrong person. Holding onto the wrong person hurts the team and the individual. We do team interviews so that everyone has an opinion on how a new hire fits the environment we are creating. You are only as great as your weakest link.
How does this connect to the work you're doing with AI?
You should focus on the things only you can do. That is also the story of AI: let AI do what humans don't need to be involved in. Leaders often gravitate toward what they are comfortable with to feel in control, but in leadership, you are never in control. You are just moving the ball forward.
What does real leadership look like in the hard moments?
You will always have a boss, whether it's a bank, a board, or an investor. Leadership is about managing the chaos and making it look like it makes sense. This is why a support unit is vital.
When my sister passed away, I was in a very important meeting. I had to step out to hear the news and figure out how to tell my nieces. It took everything I had to dig deep and lead during that time. I had to be authentic so people could see I was suffering, but I also had to trust my team to carry the load. A strong leadership team should be able to pick up the ball in those moments.
What does success mean to you?
As leaders, we have choices. If our actions are not meant to bring restoration, we are wrong. You can be a leader who helps people become who they are supposed to be, or you can be an enabler, a dictator, or someone who looks the other way.
I never feel "successful" because success is a work you never truly finish. I am content. I am at peace, but I am still becoming.
Do not dilute yourself to fit someone else's mold. If you are not offered a seat at the table, go build your own table. When you are okay with who you are, you are the best version of yourself, and that is when you find peace.
Melissa Solis is CEO of Inbenta, a global AI company specializing in enterprise customer experience. Before Inbenta, Melissa co-founded GIACT Systems with $300 and no outside capital, growing it over 16 years before selling to the London Stock Exchange Group for $610 million. She brings over three decades of leadership experience across insurance, fintech, and AI.
Beneath the Transaction is a podcast hosted by Chris Pineda exploring leadership, personal growth, and the human side of business.
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