Doing CX Leadership Right Based on Brain Science

Doing CX Leadership Right Based on Brain Science

by | Aug 13, 2023 | DoingCXRight®‬ Podcast

Doing CX Right podcast show on Spotify with host Stacy Sherman
DoingCXRight-Podcast-on-Amazon-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.

 

DETAIL NOTES:  

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.

Conclusion:

– 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.

Keyword themes: #customerservice, #customerexperience, #employeeexperience, #organization,  #contactcenter #customercare, #employeeengagement #doingcxright #podcastbusiness #podcastinterviews #podcastshow #podcaster #businesstips #leadership #leaders

The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles

The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles

by | May 12, 2023 | Leadership & Personal Growth

Have you ever wondered how Motherhood and leadership intertwine? Do you realize the impact of Motherhood on your approach to customer experience (CX)?  It’s fascinating how the skills and lessons learned from being a mom shape our CX role while our customer-centric mindset enhances our parenting too.

With Mother’s Day approaching, I’d like us to pause and reflect on the incredible roles and hats that mothers juggle. Motherhood brings so much joy and challenges and profoundly impacts us as business leaders. Simultaneously, being customer-centric leaders also equips us with skills that enhance our parenting ability.

In this article, I share my views and experiences and bring you my friends’ perspectives, who I consider wonderful Moms and authentic women leaders by every definition. Read and apply the lessons to your life to keep showing up as your best self at work, at home, and everywhere you go. We have much to learn together, including Dads, Grandparents, Aunts, and Uncles too.

How Being a Mom Influences My Leadership Approach to Customer Experience

I believe Motherhood is a gift that keeps on giving. In some ways, my Gen Z kids (now young adults) have taught me more than I may have provided to them. Motherhood is a remarkable journey that shapes and redefines our lives. It challenges us to be selfless, patient, and nurturing while empowering us to be strong, resilient, and compassionate. As a mother, I discovered that the lessons and skills acquired through this transformative experience significantly influence my leadership approach to customer experience. Understanding each individual’s unique needs and problems allows me to intentionally tailor my approach and provide support in ways that are meaningful to each person—no cookie-cutter tactics. In addition, effective leadership is about fostering a culture of care, trust, collaboration, and dedication to exceptional communication. My best tip for you is to read “The Four Agreements.” It’s a life-changing book that applies to business and personal growth, as I’ve summarized in my other article.

How Being a Customer-Centric Leader Impacts My Approach to Motherhood

Being a customer experience leader means putting customers’ needs and satisfaction at the forefront of decision-making. This mindset significantly influences my approach to Motherhood. I strive to understand and anticipate my children’s needs, creating an environment where they feel valued and unconditionally loved. Just as I aim to exceed customer expectations, I strive to exceed my children’s expectations by providing them with the devotion, guidance, and resources they need to thrive. Being customer-centric in Motherhood means actively listening to their concerns, providing constructive feedback, and continually improving my soft skills. I also believe in full transparency and keeping conversations real to build and sustain trust. Learn more about the power of Trust and how to get and keep it on my DoingCXRight Podcast with well-known authors Joe Folkman (episode 86) and Charles Green (episode 20).

Tips for Balancing Mom/Work Life

Finding a balance between being a mom and excelling in a professional career can be demanding, but it is possible with the right mindset and strategies. Here are some tips that help me navigate this delicate balance:

Prioritize and categorize action items  

To-do lists can be overbearing. I suggest dividing all the items into what is important “now” versus “soon” and “later” so you know what to tackle in a methodical order. I recommend using apps to help you stay organized. One of my favorites is Things. (I have more favorites if you want tips and tricks.) Also, spend time with supportive people, including those who can assist with childcare or household responsibilities, to free up time for completing your list.

Set boundaries

Establish clear boundaries between work and family life. Designate specific times for work and dedicate uninterrupted time to your children. Time blocking and sticking to schedules help maintain a sense of routine and order. Check out helpful tips on my Doing CX Right Podcast episode 33, featuring Marcey Rader, author of  “Work Well. Play More! Productive, Clutter-Free, Healthy Living – One Step at a Time.”

Practice self-care

Taking care of yourself physically, mentally, and emotionally is essential. Set aside time for activities that rejuvenate and recharge you. Get creative and stick with it. Remember, a happy and fulfilled mother is better equipped to be a strong leader and caregiver. You can’t give to others if you are unfulfilled.

Strive for flexibility. Ask for what you need.

Embrace the flexibility that modern work environments offer. Seek opportunities for remote work or flexible schedules that allow you to balance your mom and work responsibilities more effectively. As my mom taught me, “If you don’t ask, the answer is always no.” By the way, the Gig Economy is real and a win-win for businesses and the workforce. Take advantage of it. Read my article to learn more.

More Insights From Powerful Moms AND Customer Experience Leaders

Q: How has being a Mom influenced your leadership approach to customer experience?

A: “As a Mom, I’ve found myself aware of how often I’m mentally and emotionally checking in with my kids. Even if I don’t ask directly, I’m watching and predicting how they’ll respond to something, what they might be feeling, or what obstacles might be in their way. I think this is a key skill for any leader, and especially CX leaders. We need to keep our awareness up for so many things. I think of this when I look for signals in feedback. They don’t tell us the whole story – we have to understand the big picture and predict how the customer feels and what they’ll do next. Data and AI, and predictive analytics can certainly help, but leaders need awareness and intuition to understand and act on the big picture – just like being a Mom!

Q: How has being a Customer Experience leader impacted your approach to Motherhood?

A: “I’m not sure if this is unique to being a CX leader, but as an entrepreneur, my kids have watched me work hard, have success on some days and challenges on others. I think this is a great thing for them to see so personally. Life is not a straight line and “luck” has a way of following lots of hard work! I talk about this journey with them as they face their own challenges.”

Q: What tip do you have for balancing mom/work life for others trying to get better at it?

Bring your whole self. I’ve never shied away from talking about my role as a Mom with clients or colleagues and I discuss customer experience with the whole family! My boys are teenagers now and send me examples of great (and not so great) customer experience moments “in the wild.” It’s just part of their DNA. 🙂

Humans are complex and wonderfully nuanced. It’s best to bring all your complexity and nuance to everything you do, in my humble opinion. And balance might not be the word I use all the time. Both parenthood and customer experience are long games. That means you might be “out of balance” at some point but overall achieve a sense of balance over a span of time. It’s a constant reality and I think parents and caretakers of all kinds struggle with the daily demands. So give yourself some grace – remember it’s a long game with really amazing rewards.”

Listen to my conversation with Jeannie on Doing CX Right Podcast episode 16: Living Your CX Mission

Jeannie Walters

CEO & Chief Experience Investigator

Q: How has being a Mom influenced your leadership approach to Customer Experience? And how has being a Customer Experience leader impacted your approach to Motherhood?

A: I’m going to answer these together because I think they go both ways, i.e., the answer for one applies to the answer for the other. The skills and attitudes that we need as a parent often translate well to the approach we need as customer experience leaders. They include patience, problem-solving, selling, educating, communication and listening, critical thinking, persuasion, flexibility, empathy, adaptability, understanding, and more. I think we hone each of those skills in different ways as leaders and as moms.

Q: What tip do you have for balancing mom/work life for others trying to get better at it?

A:  “Hi. My name is Annette. I’m a workaholic. LOL. I’m still trying to get better at it after 30+ years in this profession and 21+ years as a mom. It takes a deliberate act to truly get that balance. 

– I block out time on my calendar for things that I know I need to do for myself, including my morning workout, taking time out of the day to read and do other things, taking the kids to school (when they were younger), kids school stuff and events, and more. 

– It takes intentional actions to leave my home office at the end of the day and put it behind me for the evening; it will all be there for me again in the morning. That was a tough mindset to cut through.

– In the last couple of years, I’ve started taking a long weekend every month and going out of town to just reset and recharge. I’ve always said to my boys, When mom’s happy, everyone is happy. It’s so true. It works.”

Listen to my conversation with Annette on Doing CX Right Podcast episode 55: Building A Customer-Centric Organization

 

 

Annette Franz

Founder and CEO, CX Journey Inc

Q: How has being a Mom influenced your leadership approach to customer experience?

A: “I’ve become much more empathetic. I try to understand what matters to my sons, and the same for customers. It’s the same.”

Q: How has being a customer-centric leader impacted your approach to Motherhood?

“I became a mother at a young age before I became a leader. As a mother, I know the importance of building trust with kids, like getting and keeping trust with customers. Both need to know that they can rely on you.”

Q: What tip do you have for balancing mom/work life for others trying to get better at it?

A:  Working Moms often feel guilty about not spending enough time with the kids and at the same time, not investing more time to work. What helps me a lot is learning that I don’t have to do it all by myself. My sons did not care too much about who drove them to the football training. Yet, they like to have me around watching the match, especially when they scored a goal.”

Sonja Mechling

CEO Kaiser & Kraft

self care quote- stacy sherman mothers day blog

Conclusion:

The roles of being a mother and a leader intertwine, creating a profound synergy that shapes our approach to customer experience. Through the lens of Motherhood, we gain invaluable lessons in empathy, understanding, and nurturing that transform us into more compassionate and effective leaders.

Simultaneously, our customer-centric leadership mindset influences our approach to Motherhood, enabling us to create an environment where our children feel valued, supported, and empowered.

Wishing all the Moms in the world a wonderful holiday, and may you celebrate every day by practicing self-care and other tips shared in this article.

Happy Mother’s Day To My Mom

 

who taught me so much about thriving in business and life. Watch my video to hear my Mom’s story and lessons learned from being one the first women Stock Options Traders on Wallstreet.

5 Leadership Lessons Learned From My Gen Z Daughter

5 Leadership Lessons Learned From My Gen Z Daughter

by | Apr 26, 2023 | Leadership & Personal Growth

As I celebrate my young adult daughter’s birthday, I can’t help but reflect on all that she has taught me about life and leadership lessons too. Typically parents focus on the impact they have on their children. Yet, I think about the reverse on this “giving birth day.”

Watching Lindsey grow into a compassionate, confident, and accomplished young woman has been an inspiring journey. I am grateful for what she teaches without even knowing it. (I have so much credit to give to my son, too. Those stories will be written next month.)

While it would take hundreds of pages to list all the lessons, here are a bunch that stand out and are easy to do with intention and purpose.

 

5 Leadership Lessons & Actionable Strategies:

1. Have A Great Sense of Humor and Positive Attitude.

Lindsey is funny and has a contagious laugh, which makes her wonderful to be around. She serves as a role model to laugh at ourselves and support others to find humor even during challenging times. We can all learn from Lindsey about having more fun and taking life less seriously.

Leadership tip: Plan fun activities in the workplace through formal and informal ways. Leverage technology video meetings when needed. Don’t let location get in the way or wait for holidays as a reason to socialize. Use random opportunities to get people talking, sharing experiences, and connecting for non-work reasons too Humor eases tension and brings people together, which leads to retention and better outcomes. Find a “Lindsey” in your life as an accountability partner.

Leadership lessons from my Gen Z daughter by Stacy Sherman

2. Be Curious and Open To Diverse Views

Lindsey appreciates other peoples’ perspectives and actively listens to understand. Throughout her childhood years, her teachers would tell me that she asked great questions in class and cared about learning for growth. While college is ending soon, I believe her learning will accelerate even more. We’re never done getting smarter.

Leadership tip: Establish a workplace culture that offers ongoing education. Encourage diversity of thought and create a safe place for people to ask questions and provide answers without judgment. Invest in employee training especially soft skills, as they are important for personal and professional success.

leadership lessons and community service - Lindsey sherman

3. Be Caring and Empathetic

oLindsey has a natural ability to connect with people and empathize with whatever they are going through. She knows exactly what to say with significant meaning. Her genuine desire to be helpful is beautiful, as well as the time she volunteers at non-profit events to make a difference. Photo of Lindsey is one example in which she went to the Dominican Republic for a community service to help children.

Leadership tip: Put yourself in your colleagues’ shoes and create a supportive environment that empowers people to show up as their best selves.  Ask questions. Listen with empathy and offer authentic advice (when asked for it.) Actions often speak louder than words so show and tell!

 

4. Never Give Up Even When It’s Reasonable

Lindsey is a true go-getter who doesn’t stop working hard even when she can. As a senior at the University of Delaware, she could do less work and not worry about grades as she has a full-time job ready for her at Gartner Research after graduation. Instead, she’s determined to maintain her admirable grade point average (GPA) because that’s who Lindsey is.

Leadership lesson:  Always do your best. And express appreciation for individual and team members who don’t quietly quit. Recognize and thank people who demonstrate determination and resilience. It goes a long way, as happy employees lead to happy customers. They go hand in hand!

Lindsey Sherman and Gartner Research
Lindsey speaks about leadership at Governors Ball

5. Deliver On Promises

Lindsey keeps her word as a leader of her sorority, as a friend, as a daughter, and in every other hat she wears. When Lindsey says that she’ll do something, it happens without excuses. Her commitment to people and to herself is non-negotiable. I love her integrity! She will find the possibilities even when there seem to be none. 

Leadership lesson: Set clear expectations and communicate with full transparency. People want to do business with and work for brands that intentionally deliver on agreements. If circumstances create delays or there are uncontrollable changes, communicate and explain why so there’s no disappointment. And provide alternative solutions because every no can turn into a yes. Lindsey taught me this too.

In conclusion

I am a very proud Mom and grateful for the leader that my daughter is and who teaches through actions, not just words. I look forward to watching her continue to inspire and influence those around her in the years to come. And I hope that these leadership lessons motivate you to show up as your best self and lead with excellence for the greater good.

Happy birthday my daughter who “I love up to the sky where there’s no more sky. Down to the ground where there’s no more ground.” That’s a lot of love!

Leadership Lessons from my Gen Z Daughter

If you like this article…

check out Leadership Lessons I Learned From My Mom, one of the first women on Wallstreet. Also, listen to my 50th podcast episode featuring Mom Eileen.

The Path to Reinvention: Transforming Your Work and Life for Lasting Success

The Path to Reinvention: Transforming Your Work and Life for Lasting Success

by | Mar 26, 2023 | DoingCXRight®‬ Podcast, Leadership & Personal Growth

The Power of Reinvention For Personal and Business Growth

In a world where people are experiencing disruptions, some forced and others by choice, a common question is, what’s next?

Stacy Sherman sits down with bestselling author and journalist Joanne Lipman to dive deep into the topics of reinvention and transformation for long-term success. 

What You’ll Learn About Reinvention:

  • What reinvention actually means and how to make meaningful transitions.
  • Insights and actionable tips from research and case studies.
  • Why there is a trend of doing reinvention quietly  – quiet quitting, quiet hiring….. views on the quiet, and overcoming challenges.
  • How businesses and individuals assess when it’s time for reinvention and what steps to take when starting the process.
  • Ways leaders can support employees and build a culture that embraces change.
  • The value of side hustles and passion projects before you are ready for a career change.
  • How to reframe post-traumatic stress to post-traumatic growth to fuel success.

And, Personal Stories

You’ll also hear what inspired Joanne to write about reinvention, lessons from her career as a reporter for the Wall Street Journal, the best leadership advice received that you can apply to your life, and much more.

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

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About Joanne Lipman- NEXT! The Power of Reinvention in Life and Work.

Joanne Lipman is a pioneering journalist and the author of the No. 1 bestseller THAT’S WHAT SHE SAID: What Men and Women Need to Know About Working Together and NEXT! The Power of Reinvention in Life and Work.

She has served as Editor-in-Chief of USA Today, USA Today Network, Conde Nast Portfolio, and The Wall Street Journal’s Weekend Journal, leading those organizations to six Pulitzer Prizes. She is also an on-air CNBC contributor and Yale University journalism lecturer.

Previously, Lipman was Chief Content Officer of Gannett, where she was Editor-in-Chief of its USA Today and the USA Today Network, encompassing the flagship publication plus 109 metro newspapers including the Detroit Free Press, the Des Moines Register, and the Arizona Republic. In that role, she oversaw more than 3,000 journalists and led the organization to three Pulitzer prizes.

Lipman began her career as a reporter for The Wall Street Journal, ultimately rising to deputy managing editor – the first woman to attain that post – and supervising coverage that won three Pulitzer Prizes. While there she created Weekend Journal and Personal Journal, and oversaw creation of the Saturday edition. She subsequently was founding editor-in-chief of Conde Nast Portfolio magazine, which won Loeb and National Magazine Awards.

Lipman’s work has been published in numerous outlets including The New York Times, The Wall Street Journal, The Washington Post, Time, Fortune, Newsweek and the Harvard Business Review. She has appeared as a television commentator on ABC, NBC, CNN, MSNBC, and PBS, among others. She is a frequent public speaker, with engagements including the World Economic Forum in Davos, the United Nations, the Aspen Ideas Festival, TEDx, the International Lean In conference, the Federal Reserve Board, and the Milken Institute Global conference, and has worked with numerous companies on issues of gender equity, diversity and inclusion. She also is co-author, with Melanie Kupchynsky, of the acclaimed music memoir “Strings Attached.”

Check out Joanne’s newest book and Website

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.

The Science Behind Happy Leaders and Improved Customer Service Experiences

The Science Behind Happy Leaders and Improved Customer Service Experiences

by | Mar 19, 2023 | DoingCXRight®‬ Podcast

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

Creating Happy Leaders and Why It Matters

In this thought-provoking podcast episode, Stacy Sherman and special guest Tia Graham, a positive psychology expert, share valuable insights on creating a workplace culture that promotes happy leaders who fuel customer success. Through exploring the latest research and practical examples, you’ll discover powerful steps to enhance your workplace culture and elevate employee engagement. You’ll also hear about how investing in relationships and focusing on happiness can positively impact customer loyalty and your bottom line.

Did you know: “It will take a competitor a 20% Increase in Salary to Lure Employees Away From A Happy Engaged Leader.”

Tia dives deep into the research, and it makes sense because people don’t typically want to leave an empathetic, caring, supportive, and engaged boss. In fact, happy leaders are hard to find and replace. And customers feel it and see it too. They go hand in hand.

 

What You’ll Learn From This Podcast About Happy Leadership:

  • The link between happy leaders and customer experience, and why brands should care.
  • Research studies about happiness and how it impacts people at work and personal lives.
  • 8 steps to create a culture of happy leaders and elevate your happiness as a change agent.
  • Investing in relationships versus to-do lists.
  • Most valuable leadership advice
  • One key takeaway that you can apply today. Happiness is in your control.

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About Tia Graham – Happy Leaders To Drive Bottom Line Results

Tia is an international speaker, best-selling author, and consultant on positive psychology. She has worked with dozens of global companies such as Goldman Sachs, Hilton Hotels and Hewlett Packard to elevate employee engagement and drive bottom line results.

Prior to founding her company, Arrive at Happy, she led teams at luxury hotels in the United States and Europe for brands such as W Hotels, Westin, and The London. With multiple certifications in neuroscience, positive psychology, and employee retention, and over 14 years of leadership experience, Tia is widely regarded by business leaders in her field. Her insights have been featured in major media such as CNN, Forbes, and Fast Company to name a few. Her new book, Be a Happy Leader, teachers her proprietary 8-step methodology on driving productivity and business growth through a culture of happiness.

Learn more: Linkedin. Book. Website

About Stacy Sherman: Founder of Doing CX Right®‬

An award-winning certified marketing and customer experience (CX) corporate executive, speaker, author, and podcaster, known for DoingCXRight®. She created a Heart & Science™ framework that accelerates customer loyalty, referrals, and revenue, fueled by engaged employees and customer service representatives. Stacy’s been in the trenches improving experiences as a brand differentiator for 20+ years, working at companies of all sizes and industries, like Liveops, Schindler elevator, Verizon, Martha Steward Craft, AT&T++.   Stacy is on a mission to help people DOING, not just TALKING about CX, so real human connections & happiness exist. Continue reading bio >here.