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Navigating the Customer Experience
Join host Yanique Grant as she takes you on a journey with global entrepreneurs and subject matter experts that can help you to navigate your customer experience. Learn what customers really want and how businesses can understand the psychology of each customer or business that they engage with. We will be looking at technology, leadership, customer service charters and strategies, training and development, complaint management, service recovery and so much more!
Navigating the Customer Experience
274 : Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs with Dr. Kerrian M. Peart, PHD.
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NAVIGATING THE CUSTOMER EXPERIENCE Episode 274 | Lead With Clarity: Burnout, Cultural Intelligence, and the Strategy Every Leader Needs
What happens to your customers when the leader serving them is running on empty? In this episode, Yanique Grant sits down with Dr. Kerriann M. Peart, organizational psychologist, executive coach, and founder of Island Rooted Co., for a conversation that connects leadership well-being directly to customer experience outcomes.
Dr. Peart brings over 20 years of experience in organizational psychology, public health, and executive coaching, and her work challenges the idea that high performance should come at the expense of people. Drawing on her own journey as a Caribbean woman who navigated three cycles of burnout while building her consulting practice in corporate America, she offers leaders a grounded, practical framework for leading with clarity, cultural intelligence, and personal strategy.
WHAT YOU WILL LEARN IN THIS EPISODE
- How burned-out leaders show up to customers in three distinct patterns, and which one is the rarest and most powerful
- Why happy employees are defined by competence AND capacity, and how both translate directly to the customer experience
- How the anchored bias of "this is how we have always done it" is damaging customer interactions in Caribbean businesses
- The difference between a growth mindset and an agile mindset, and why leaders in culturally diverse environments need the latter
- Why humble leaders go further and last longer than those who demand to be followed
- The one personal strategy shift that will change how customer experience professionals show up, even on their hardest days
BOOKS MENTIONED
CONNECT WITH DR. PEART
- LinkedIn: Search Kerriann Peart
- Website: peartconsulting.org
FOLLOW NAVIGATING THE CUSTOMER EXPERIENCE
- X: @NavigatingCX
- Facebook: Navigating the Customer Experience Community
- LinkedIn: Yanique Grant
- Website: yaniquegrant.com/podcasts