We’re entering the AI era—but human intelligence still drives connection, trust, and impact. The people who thrive will be the ones who lead with both.

For years, I worked in high-growth tech startups—building customer success strategies, managing emotionally intense client relationships, and navigating the pressure-cooker environments that so many CX teams face today.

But here’s the truth:
Macros can guide a conversation—but they can’t carry it.
I thrived because I had the emotional tools to lead under pressure, recover from hard moments, and connect in a way no script ever could.

That wasn’t luck. It was skill.

And now, I teach those skills to others.

I’m a board-certified music therapist trained in the applied psychology school of thought, and a former Customer Success Leader who built six-figure careers inside emotionally demanding startups. I’ve been the one taking escalations, mentoring teammates, juggling enterprise clients, and staying grounded through layoffs, product pivots, and the chaos of the CX industry.

That’s what makes this different.

I’m not an outsider coming in to “train your team.”
I was your team. And I know what they need—because I’ve needed it too.

We’ve reached a turning point.

When AI first entered customer experience, the fear was obvious: Is it going to replace humans?
Now, we know the truth—AI isn’t replacing your team, it’s evolving their purpose.

Automation is taking care of the repetitive work. The low-hanging fruit.
That means your people are handling the emotional, high-stakes moments that impact loyalty, retention, and revenue.

Your platforms can automate the process.
But only your people can build trust.

That’s why I focus on human intelligence—not just knowledge, but skill. Not just theory, but embodiment.

Because when your team builds the inner wiring for resilience, adaptability, emotional intelligence, and ownership—they don’t just survive change. They drive customer loyalty, reduce churn, and increase the lifetime value of every interaction.