The Power of “Deliberate Calm” To Maximize Customer Service Performance

by | Jun 25, 2023 | DoingCXRight®‬ Podcast | 0 comments

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Doing CX Right podcast show on Spotify with host Stacy Sherman
Doing Customer Experience (CX) Right Podcast - Hosted by Stacy Sherman
Doing CX Right podcast show on iHeart Radio with host Stacy Sherman

Do you want to improve your CX leadership skills and create a calm work environment? Host Stacy Sherman interviews Jacqui Brassey, author of “Deliberate Calm” and practitioner from McKinsey Health, to share valuable research about the importance of employee well-being, psychological safety in the workplace, and the link between employee engagement and business performance.

They discuss the dual awareness approach, emotion regulation techniques for customer service, and the adaptability paradox. You’ll also gain insights into the importance of self-compassion in leadership and how to get executive buy-in for investing in employee well-being to create a positive work culture that attracts and retains talent.


Show Topics:

[00:01:13] Staying calm in high pressure.

[00:07:52] Dual awareness and adaptability paradox.

[00:08:48] High stakes, unfamiliar territory.

[00:13:23] Pivoting from a mindset.

[00:16:46] Workplace burnout and toxic behavior.

[00:22:45] Enhancing workplace well-being.

[00:25:17] Psychological Safety in Organizations.

[00:29:42] Leadership advice.


About Jacqui Brassey:

“Deliberate Calm” For Better Customer Service and Employee Experience

Jacqui Brassey (BCom., BA & MA Cum Laude (or ‘Drs’. in Dutch), MAfN, Phd) is a core researcher and practitioner in the field of Sustainable Human Development and Performance. She helps executives and organizations thrive by promoting improved mental health, well-being, agility, and resilience.

She is a Co-Leader at the McKinsey Health Institute and affiliated Senior Expert at McKinsey & Company’s People and Organizational Performance Practice. Additionally, she is a fellow researcher at the Vrije Universiteit Amsterdam (VU) and Adjunct Professor at IE University Madrid. She also serves as a supervisory board member of Save the Children NL.

Jacqui brings 20+ years of experience as a practitioner academic in Leadership & Organizational Development and Positive Neuroscience in and outside McKinsey and academia. She has (co-)authored and presented close to 100 articles, book (chapters), podcasts, and scientific papers.

She holds degrees in business and medical sciences: a B.Com. in International Business & Languages (Avans University of Applied Sciences), a Cum Laude B.A./M.A. in Policy & Organization Studies (Tilburg University), a Ph.D. in Economics & Business (Groningen University), and a joint MSc. in Affective Neuroscience (Maastricht University and University of Firenze).

Jacqui has lived and worked in five countries (the Netherlands, United Kingdom, Belgium, Italy and currently Luxembourg) and is originally from the Netherlands.

Learn more on her website, LinkedIn

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, coach and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that produces profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications. Her Why/ Mission: Cultivating meaningful, authentic relationships and experiences so people have more fulfillment in business and life. Contact Stacy for DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.

Key words – themes: customer experience,  customer complaints, employee well-being, adaptability paradox, kindness, compassion, health, sales, leadership, calm, breathing techniques, pivoting, customer service, recovery, anxiety, insecurity, relationship building, difficult conversations, leadership skills, leadership development, culture, behavior, performance, employee engagement, health and well-being, interventions, training, leadership behaviors, community, ROI, mental well-being, Generation Z, self-compassion, CX

Master Your Customer Experience and Service Skills with Stacy Sherman

*All views expressed are Stacys and do not reflect the opinions of or imply the endorsement of employers or other organizations.


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