Sheryl Mays

We've spent decades trying to improve customer experience. What if we've been looking in the wrong place? What if customer experience isn't something an organization does...it's something encoded into an organization's DNA? That question has shaped my career. I didn't set out to create a collection of workshops. I set out to solve a problem I've witnessed for more than 20 years. Leadership training inspires people. But inspiration alone doesn't create lasting results. I've worked with organizations across education, healthcare, financial services, manufacturing, property management, government, and nonprofit sectors. Time and again, I watched leaders leave training energized, only to return to workplaces where the momentum slowly faded. The challenge wasn't the quality of the training. ...