Innovative Leader in Strategy, Operations, and Scaling Support Functions | Enhancing Customer Experience to Fuel Growth and Optimize Efficiency | Dedicated to People-Centered Leadership, Focused on Coaching, Mentoring, and Team Development
Can you look at someone’s face and know what they’re feeling? Does everyone experience happiness, sadness and anxiety the same way? What are emotions anyway? For the past 25 years, psychology professor Lisa Feldman Barrett has mapped facial expressions, scanned brains and analyzed hundreds of physiology studies to understand what emotions really are. She shares the results of her exhaustive research — and explains how we may have more control over our emotions than we think.
Mohamed Bhimji is a Director of Customer Operations with 15+ years of experience transforming support from a reactive function into a strategic advantage. He has led distributed teams across the U.S. and Canada, driven CSAT from 78% to 96%, and delivered 450+ successful client implementations. He writes practical frameworks for operators who believe customer experience belongs at the strategy table.