92. The Power of Deliberate Calm To Maximize Customer Service Performance with Jacqui Brassey

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. More at