The best experiences are built on empathy.Because before people remember what you said or did, they remember how you made them feel. That’s the real science of emotional intelligence in action.
About the Episode:
Behind every customer conversation and every team interaction is something deeper — a brain at work, an emotion at play, and a connection waiting to happen.
In this episode of the Etech Leadership Table CX Podcast, Melissa Wood sits down with Sandra Thompson — emotional intelligence coach, TEDx speaker, and author — to explore how psychology and neuroscience can shape better experiences for both customers and employees. This isn’t theory — it’s practical insight into how understanding the human brain can help us lead with more clarity, connect with more empathy, and design experiences that truly matter.
Why You Should Listen
Discover the Brain Behind Behavior – Learn how the amygdala — our brain’s emotional center — drives reactions, and why recognizing it can transform CX and EX.
Unlock the Power of Daily Practice – See how small, consistent habits reshape the brain, creating lasting skills and resilience in teams.
Explore Empathy in the Age of AI – Hear why machines may help us become more empathetic — but can never replace the human touch.
Spot the Hidden Blind Spots – Understand the common EQ gaps leaders overlook — and why addressing them is essential for healthier, happier workplaces.
What You’ll Hear:
- Why emotions matter more in shaping customer and employee experiences
- How repetition and neuroplasticity make learning stick
- A powerful Serena Williams story that proves why context matters in emotions
- Why empathy isn’t about “walking in someone’s shoes” — and what it really is
- Practical tools to pause, reflect, and choose a better response at work
Real Talk from the Conversation
💬 “If you understand the brain, you design better experiences.” – Sandra Thompson
💬 “Emotional intelligence is not soft — it’s the strongest skill you can build.” – Melissa Wood
Meet the Experts:
Sandra Thompson – Emotional Intelligence Coach
Melissa Wood – Dean of Leadership Development at Etech Global Services.
Watch Now and Lead with Emotional Intelligence
Whether you’re serving customers, leading teams, or simply striving to grow — this episode will remind you that emotions aren’t barriers in business. They’re the bridge to stronger connections, smarter decisions, and lasting change.
Subscribe to the Etech Leadership Table CX Podcast for more conversations that put people — and their stories — at the center of leadership and customer experience.