Lauren Wood

I would spend so much time gathering insights to then go to the product team to say, Hey, customers care about this. Like we don't need to do that anymore. Now it's, it is data that is processed and we can, we can share it effectively. The other thing that we've talked about this quite a bit, but my second lesson would be that customer experience is not a department. It is a mindset.

And I just want to hammer that home so much. Like, I don't even think we should talk about customer experience as purely customer service anymore. It is doing it a disservice. Customer experience is a mindset that goes through the entire business. And it's really the leader's job to the CEO, the COO, really any leader, but those leaders especially have to see this fact.

And I just want to hammer that home so much. Like, I don't even think we should talk about customer experience as purely customer service anymore. It is doing it a disservice. Customer experience is a mindset that goes through the entire business. And it's really the leader's job to the CEO, the COO, really any leader, but those leaders especially have to see this fact.

And I just want to hammer that home so much. Like, I don't even think we should talk about customer experience as purely customer service anymore. It is doing it a disservice. Customer experience is a mindset that goes through the entire business. And it's really the leader's job to the CEO, the COO, really any leader, but those leaders especially have to see this fact.

My third lesson that I've taken from the show, and we've mentioned it already here, is that to have a great customer experience, we need to have a great employee experience. We know, and there's been a few episodes where we've gone specifically into this topic. The episode with Joey Coleman was one, also with Tiffany Bova, two thought leaders who

My third lesson that I've taken from the show, and we've mentioned it already here, is that to have a great customer experience, we need to have a great employee experience. We know, and there's been a few episodes where we've gone specifically into this topic. The episode with Joey Coleman was one, also with Tiffany Bova, two thought leaders who

My third lesson that I've taken from the show, and we've mentioned it already here, is that to have a great customer experience, we need to have a great employee experience. We know, and there's been a few episodes where we've gone specifically into this topic. The episode with Joey Coleman was one, also with Tiffany Bova, two thought leaders who

in the space who are deeply connected to the connection between the employee experience and the customer experience. And what we know is that if employees feel safe, if employees feel supported, if employees feel engaged in their work on a day-to-day basis, they will pass that on to the customer. Customer engagement is very, very, very difficult to create without employee engagement.

in the space who are deeply connected to the connection between the employee experience and the customer experience. And what we know is that if employees feel safe, if employees feel supported, if employees feel engaged in their work on a day-to-day basis, they will pass that on to the customer. Customer engagement is very, very, very difficult to create without employee engagement.

in the space who are deeply connected to the connection between the employee experience and the customer experience. And what we know is that if employees feel safe, if employees feel supported, if employees feel engaged in their work on a day-to-day basis, they will pass that on to the customer. Customer engagement is very, very, very difficult to create without employee engagement.

And to take it one step further in how do you create a great employee experience, it really starts at the top. It starts with the leadership team believing that we need to create a great experience for our employees in order to create a great experience for our customers and to have a thriving business as a result.

And to take it one step further in how do you create a great employee experience, it really starts at the top. It starts with the leadership team believing that we need to create a great experience for our employees in order to create a great experience for our customers and to have a thriving business as a result.

And to take it one step further in how do you create a great employee experience, it really starts at the top. It starts with the leadership team believing that we need to create a great experience for our employees in order to create a great experience for our customers and to have a thriving business as a result.

And so it's actually what has inspired me to dedicate myself fully to executive coaching and team facilitation, which is something I've been doing for many years, but it's now taking the forefront of my work because anytime I've gone into a company to consult with them about their customer experience, it ends up coming back to the leader. And how is that leader leading their team?

And so it's actually what has inspired me to dedicate myself fully to executive coaching and team facilitation, which is something I've been doing for many years, but it's now taking the forefront of my work because anytime I've gone into a company to consult with them about their customer experience, it ends up coming back to the leader. And how is that leader leading their team?

And so it's actually what has inspired me to dedicate myself fully to executive coaching and team facilitation, which is something I've been doing for many years, but it's now taking the forefront of my work because anytime I've gone into a company to consult with them about their customer experience, it ends up coming back to the leader. And how is that leader leading their team?

Are they leading from a place of anxiety and fear? Or are they leading from a place of calm power? If you're having challenges with your customer experience, the first and best place to look at is yourself.

Are they leading from a place of anxiety and fear? Or are they leading from a place of calm power? If you're having challenges with your customer experience, the first and best place to look at is yourself.

Are they leading from a place of anxiety and fear? Or are they leading from a place of calm power? If you're having challenges with your customer experience, the first and best place to look at is yourself.

Completely. The nature of AI is we will not know. We do not know the answer. No one knows the answer. There is no right answer. The only thing we can do is to be curious. We have to be curious. And I think a curiosity mindset as we enter into this AI world is essential because there's no right answer. So let's ask questions.