structure, brought to lifeby people.
Talks for contact center and CX leaders on the part of the job nobody trains you for: holding a standard without losing the person in front of you.
- ICMITop 25 Thought Leader, 2026
- CCWCustomer Contact Week speaker
- CCAIASteering Committee member
- CX AcceleratorSpeaker Cohort member
what italk about.
The hard moments
Feedback, accountability conversations, hard truths. The moment most leaders try to get through is often the actual work of leading. Accountability is kindness, and avoidance only looks like it.
The structural side
Clarity, expectations, ownership, and follow-through: the parts of leadership that look boring on a slide and decide everything on the floor.
“An expectation you do not enforce is a permission you have given.”
The human element, done right
Presence, empathy, and dignity during accountability. Understanding someone doesn't require accommodating them or agreeing with them. You can say “I see you, and I still expect…” and mean both halves of it.
Applied AI in the contact center
From an AI-informed operations leader, not an engineer: where AI actually helps the people doing the work, and where judgment still has to stay human.
- WFM Tipsy ThursdaysThe AI was so good I couldn’t tell it wasn’t human
- WFM Tipsy ThursdaysIs AI redefining the human touch?
- Disruptive InnovatorsUpskilling, Contact Centers and AI’s role in CX
- CX Accelerator ShowThe Mistakes We Make
- Unresolved.CXThe customer who reaches out when they have to
- Contact Center PerspectivesLeadership, AI, & Burnout in modern contact centers
- Coffee Talk with BrohawkListen
- Marginal SupportListen
- Contact Center JourneysFrom Agent to Senior Leader: The Human Side of AI
- The Human Connection PodcastBuilding High Performance Teams Through Two-Way Communication
- The Experience GapThe Insight Shop to the Rescue
- Table ServiceBuilding the Next Generation of Leaders
- Next In QueueGoing Off The Rails
bring thisto your stage.
Conferences, internal leadership events, podcasts. Tell me about the audience and what you want them to walk out with.