Why companies misunderstand customer service

To see if Laura’s Executive Presence Mastery System 90-day coaching intensive is right for you, set up a strategy call here.   

Have you ever been promoted because you were great at your job—only to realize senior leadership requires a completely different skill set?

While you probably don’t work in customer experience, your success as a leader hinges on how others experience working with you. In this episode, Ty, a seasoned CX consultant, reveals why operational excellence—not just being “nice”—is the real driver behind customer satisfaction, stakeholder buy-in, and career growth.                                                                                                     

By the end of today’s conversation with CX expert Ty Givens, you’ll know:

 🧩Two proven communication frameworks—RISE and IMPACT—that translate your work into real business value

😎How introverts can build executive presence without “performing” or dominating meetings

🔥The hidden leadership gap that causes promotions to backfire—and how to avoid it

Hit play now to learn how to communicate your value with clarity, build trust across functions, and lead like the executive you're becoming.

So look, if you’re constantly being told you’re doing a great job, but you're still getting passed up for promotions, and it’s making you feel invisible despite all your hard work—especially when you know you’re outperforming your peers—that’s why we created the Executive Presence Scorecard.

It helps you identify exactly how others experience you, so you can finally bridge the gap between being competent and being seen as leadership material. If you're tired of wondering what you're missing, simply email me at hello@speakupwithlaura.com. Be sure to put “score” in the subject line.

For more information visit www.speakupwithlaura.com.. Our Speak Up podcast episodes come out every Monday, Wednesday, and Friday early in the morning

About our guest:

Ty Givens, founder and CEO of the CX Collective, is a seasoned customer experience (CX) leader with over 20 years of hands-on experience building, scaling, and fixing CX & customer support organizations.

She is the Founder & CEO of CX Collective (formerly The Workforce Pro), a consulting & strategy firm designed to help startups and growth‑stage companies build support functions and CX systems that are both efficient and built to scale.

Her expertise includes:

• Leading teams and operations during hyper‑growth phases.
• Developing and implementing frameworks and tools that improve customer service metrics, reduce response times and handle high volumes while maintaining quality.
• Translating customer experience insights into strategic business outcomes.
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Ty is known for combining empathy with operational rigor — she “builds customer experience systems that are clear, strategic, and built to grow with you,” rather than generic approaches that don’t adapt. 

In Speak Up communication and executive presence coaching, high performing leaders and executives learn to enhance their influence and confidence, refining their communication style to increase visibility and effectiveness in promotion opportunities. 

By honing communication skills and fostering a trusted advisor mindset, aspiring executives cultivate mastery in public speaking and beat imposter syndrome. Your leadership becomes more strategic and inspiring.