Who helped shape your growth through mentorship?

How Developing Transcendence Underpins Purposive Leadership Developing transcendence - being appreciative, creative, future-oriented, inspired, optimistic and purposive - is the underpinning of purposive leadership.

Nearly 70% of employees say they’re more engaged when their work is connected to purpose.

That’s why leadership has to include empowering others. Mentorship is one of the simplest ways to do that. When someone takes time to listen, guide, and invest in your growth, confidence follows.

In customer success, the best outcomes don’t come from playbooks alone. They come from teams who listen well, respond with empathy, and guide customers with confidence and care.

How are you building EQ into the way you lead and support others?

Most Leadership Training Fails. Here’s Why Emotional Intelligence Is Likely The Missing Piece Being good at your job and being good at leading people are two different skills. Here's how EQ can help you train great individual contributors to become great leaders.

I’ve seen it firsthand: two leaders can have the same training, the same playbook, and the same goals, but only one builds a team that truly thrives.

The difference is often emotional intelligence.

Keys To Managing a Customer Who Is Wrong The customer in not always right. When customers are wrong, what principles should guide leaders and their associates? Here are four key principles.

Nearly 80% of customers say how a problem is handled matters more than a perfect fix.

When a customer is wrong, the win isn’t correction, it’s connection. Listen first, guide gently, and help them feel capable instead of corrected.

That’s where real customer success is built.

How Helping Others Win Redefines Your Own Success The spotlight mindset will distract you from the kind of impact you could be making. Focus on the contribution of others and your impact will be expanded.

Real success isn’t what you achieve alone, it’s what others achieve because of you.

Mentorship is where that shows up: creating space, sharing what you’ve learned, and helping people build confidence.

Helping others win will never dilute your impact. It will only ever define it.

I’m semi-retired from perfectionism (status still under review 😄). Lately I keep coming back to Present Over Perfect as a reminder that slowing down isn’t failure, it’s being human.

If you’re burned out or craving permission to just be, this one’s for you.

I once described myself as Type A over coffee and heard, “I wish I were like that; people with plans get things done.” True. And also… those traits often sit right next to perfectionism, pressure, and the belief that rest has to be earned.

I once described myself as Type A over coffee and heard, “I wish I were like that; people with plans get things done.”

True. And also… those traits often sit right next to perfectionism, pressure, and the belief that rest has to be earned.

At Roundstone, we empower employers with transparent self-funded plans: full visibility, shared rewards, proactive support that builds real trust.

This empowerment creates lifelong partners.

So, how are you prioritizing it in your CX roadmap this year?

How to Build a Customer Experience Roadmap That Works in 2026 The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long-term outcomes.

80% of consumers buy more from brands that personalize, yet many CX roadmaps miss true empowerment.

Strong 2026 strategies: Listen deeply. Align teams. Design journeys that put customers in control.

When organizations lead with intention, trust grows, teams feel supported, and clients feel genuinely cared for.

Care in action creates empowered customers. Always.

That’s the real heart of customer experience. When employers come to Roundstone overwhelmed by rising healthcare costs, we don’t just hand over a plan. We listen. We walk beside them. We help them build something sustainable so their people can access care without fear or confusion.

What do people actually remember: your process, or how you made them feel?

Turn Demand into Revenue During the Holiday Season With an Omnichannel Approach | By Alyssa DeClement The holiday season is a pivotal time for the hospitality industry, and in 2025, the digital landscape is more complex than ever. When we look at Google Insights for holiday travel over the past several years, the most compelling trend is the surge we’re seeing in 2025, with interest spiking particularly in July and August. These months alone show a lift of roughly 137% compared to last year, repre

In 2026, the goal isn’t louder support, it’s better support.

Clarity over confusion. Guidance before problems. Help that feels human.

That’s what customer success in health insurance should deliver, and what we’re focused on building next.

Empathy isn’t soft, it’s strategic. As I raise my little girl, I’m reminded daily that strength and kindness can coexist. That’s the model I want her to see.

What would change if empathy became a daily practice in your workplace?

The Leadership Shift Powering The Future Of The Workplace Leadership is changing. Openness and empathy, once considered soft skills, are now essential to effective leadership and lasting team success.

72% of employees say empathy from leaders boosts performance. So, the message is clear: the future of leadership is human.

Leaders who listen, stay present, and lead with care build teams that want to do their best work.

I’ve learned empowerment isn’t doing everything, it’s building support, protecting energy, and leading with intention. When our kids see that, they learn what’s possible too.

Women are launching high-growth ventures more than ever, yet family responsibilities remain a real barrier. Not from lack of drive, but because the system wasn’t built for how we live and lead.

As Women Achieve Greater Parity In Launching High-Growth Startups, One Barrier Remains Hard To Leap: Family Responsibilities Although more women are scaling businesses, some are being forced to retrench by the challenges of juggling work and family, according to a sweeping new global report.

There’s a moment every working mom knows, the shift from home to work, holding love and ambition together. I feel it daily raising my little girl and growing my career.

Their leadership is a big part of why Customer Success continues to be such a strength for the groups we serve.

I say it often, but it matters to say it here too: thank you. I see you. And I appreciate you.

As we settle back in after Thanksgiving, I keep coming back to one thing: how grateful I am for the women I lead alongside at Roundstone and Bywater.

They’re steady, capable, and deeply committed, supporting our teams and our customers with intention every day.

Local owners put so much heart into what they do. Supporting them is one of the simplest, most empowering ways to show we see them and value their work.

Here’s to the small businesses that make our communities stronger.

If you want to make an impact this Saturday, start with the small businesses right outside your front door.

Small Business Saturday is a reminder that community strength comes from everyday choices. A coffee, a gift, a positive review: it all matters.

I’ll never be who I was before her, and I’m grateful for the woman I’m becoming because she exists. Wishing you a holiday full of the people and moments that bring you back to yourself.

It feels like being aligned, present, and grounded in what matters.

A therapist once asked me: “What would you tell your daughter to do if she were you?” That lens changed the way I lead, work, and grow.

I spent years chasing “put-together.” This year, I learned the power of feeling whole instead.

Becoming Raquel’s mom shifted everything for me. I’m still ambitious, still driven, but the reason behind it changed. Success doesn’t feel like holding it all together anymore.

We talk about ceilings, but not the thresholds women cross while still expected to lead.

I haven’t lived every transition, but I’ve heard the quiet courage. That’s leadership.

The best CSMs don’t just present outcomes; they co-create understanding. That’s where real trust, and real success, begins.

Ever feel like your customer presentations sound great… but don’t stick?

Customer Success isn’t about showing slides; it’s about helping customers make sense of what the data means for them.

'The Customer Success Talent Playbook' Is Here to Level Up Teams Companies underutilize Customer Success. "The Customer Success Talent Playbook" notes its growth from a support function to a growth engine.

What if Customer Success isn’t a support function, but a growth strategy?

At Roundstone, I’ve seen how structure, consistency, and empathy turn client relationships into long-term partnerships. When you invest in Customer Success like it’s mission-critical, it delivers like it is.