Speak Up: Develop Your Executive Presence & Leadership Communication Style

467: Your Metrics Mean Nothing If You Can’t Sell Their Impact So Use These 2 Frameworks to Fortify Your Executive Presence

Oct 1, 2025
In this conversation, Ty Givens, a CX leader with over 20 years of experience, emphasizes that operational excellence is key to customer satisfaction. He introduces two frameworks, RISE and IMPACT, that help translate metrics into tangible business value. Ty also discusses how introverts can build executive presence without dominating discussions and highlights the importance of managing one's personal brand. His insights on nurturing trust and crafting tailored customer experiences offer invaluable strategies for aspiring leaders.
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INSIGHT

Nice Is Not The Same As Scalable

  • Customer service often fails when companies equate friendliness with operational capability.
  • Scaling requires operations, processes, and training, not just warm people at the front line.
ANECDOTE

Startup Support Led By The Friendliest Person

  • Ty described startups promoting the friendliest person into support leadership with no operations training.
  • That pattern works briefly but later causes customer service to suffer as the company scales.
INSIGHT

Your Reputation Is Your Experience

  • Consider how people experience your personal brand and what they say when you're not in the room.
  • Decide intentionally how you want to show up and act to shape that perception.
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