In this episode of [Un]churned, host Josh Schachter speaks with Kelly Leonard, the VP, Creative Strategy, Innovation & Business Development at Second City in Chicago.They discuss how improvisation can improve creativity and collaboration in business and the importance of human behavior and relationships in customer success.They also touch on the concept of "Yes, and" and how it can be used to navigate disagreements or situations where agreement may not be possible. Overall, the podcast highlights the value of practicing human skills and using science to understand better and connect with customers. They also discuss - the importance of building relationships in business- how improvisational theatre exercises can help improve communication skills.- dealing with demanding customers who complain frequently.- the power of comedy in diffusing difficult situations, - the importance of avoiding toxic people and bosses, - the value of improvisation in business. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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