Doing CX Leadership Right Based on Brain Science

Doing CX Leadership Right Based on Brain Science

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

How does our brain’s design shape our leadership and customer interactions? Could it be the secret weapon for unparalleled customer service?

Join Stacy Sherman and Alain Hunkins as they shed light on these intriguing questions.

This episode teaches you how to navigate the ups and downs of evolving from a top performer to a game-changing leader. You’ll grasp the essence of every customer conversation and tap into the magic of genuine connection with actionable tips on growth, feedback mastery, and forging impactful bonds.



High Achieving People vs. High Achieving Leaders:

– Alain discusses the difference between being a high-achieving individual and a high-achieving leader.
– Many people get leadership roles because they excel in their individual roles, but leading requires a different skill set.
– The skills needed to lead effectively differ from those required to be an excellent individual contributor.

Fun Fact about Alain:

– Alain comes from a family of professional musicians.
– His grandmother was the first woman to play in a Broadway pit orchestra.
– Alain played the violin in Carnegie Hall with a youth symphony orchestra on his 13th birthday.

Passion for Leadership:

– Alain’s passion for leadership stems from his family background.
– He has always been considered an “old soul” and thinks deeply about leadership.
– His mother and grandmother are Holocaust survivors, influencing his perspective.

Changing Habits and Leadership:

– Alain emphasizes the importance of practicing leadership in real life and changing habits on a daily basis.
– He draws parallels between leadership and customer experience, emphasizing the importance of training in both fields.

Advice for Leading Different Generations:

– Advises against stereotyping different generations.
– He appreciates how Millennials and Gen Z have brought work-life balance and well-being into the workplace conversation.
– Emphasizes treating everyone with respect and kindness.

Best Leadership Advice Given:

– The best advice Alain received is to ask for feedback.
– Feedback helps individuals understand how they are perceived and where to improve.


– Alain emphasizes the importance of relationships in achieving success.
– He advises his younger self to focus on building and nurturing relationships.

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About Alain Hunkins:  

Alain helps leaders, teams, and companies achieve performance goals easier. 

Over his twenty-five-year career, Alain has worked with over 3,000 groups of leaders in 27 countries, including 42 of the Fortune 100 companies. In addition to being an executive coach, leadership and team development facilitator, and keynote speaker, Alain is the author of the book CRACKING THE LEADERSHIP CODE: Three Secrets to Building Strong Leaders (published by Wiley, March 2020) 

Alain is a faculty member of Duke Corporate Education and serves on the Academic Board of Advisors for the New Delhi Institute of Management. Alain’s work has been featured in Chief Executive, Fast Company, Inc., Training Magazine, Chief Learning Officer, and Business Insider. He’s also a monthly leadership strategy contributor to Forbes Magazine. Alain was recently named #33 on the Global Power list of the Top 200 Biggest Voices in Leadership for 2023 by LeadersHum. A father of two teenagers, he lives in Northampton, Massachusetts. 

Learn more on his website

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain 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: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy abut DOING CX RIGHT, not just TALKING about it. Continue reading bio >here.

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