{"id":145156,"date":"2025-09-09T05:27:52","date_gmt":"2025-09-09T10:27:52","guid":{"rendered":"https:\/\/www.etechgs.com\/?post_type=podcast&amp;p=145156"},"modified":"2025-09-09T05:27:52","modified_gmt":"2025-09-09T10:27:52","slug":"the-science-of-emotional-intelligence-transforming-cx-employee-experience","status":"publish","type":"podcast","link":"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-science-of-emotional-intelligence-transforming-cx-employee-experience\/","title":{"rendered":"The Science of Emotional Intelligence: Transforming CX &#038; Employee Experience"},"content":{"rendered":"<p aria-level=\"3\"><span class=\"TextRun SCXW72549896 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW72549896 BCX0\" data-ccp-parastyle=\"heading 1\">The best experiences are built on empathy.<\/span><\/span><span class=\"TextRun SCXW72549896 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW72549896 BCX0\" data-ccp-parastyle=\"heading 1\">Because before people remember what you said or did, they remember how you made them feel.<\/span> <span class=\"NormalTextRun SCXW72549896 BCX0\" data-ccp-parastyle=\"heading 1\">That\u2019s<\/span><span class=\"NormalTextRun SCXW72549896 BCX0\" data-ccp-parastyle=\"heading 1\"> the real science of emotional intelligence in action.<br \/>\n<\/span><\/span><b><span data-contrast=\"auto\"><br \/>\nAbout the Episode:<\/span><\/b><\/p>\n<p><span data-contrast=\"auto\">Behind every customer conversation and every team interaction is something deeper \u2014 a brain at work, an emotion at play, and a connection waiting to happen.<\/span><\/p>\n<p><span data-contrast=\"auto\">In this episode of the <\/span><i><span data-contrast=\"auto\">Etech Leadership Table CX Podcast<\/span><\/i><span data-contrast=\"auto\">, Melissa Wood sits down with <\/span><span data-contrast=\"auto\">Sandra Thompson<\/span><span data-contrast=\"auto\"> \u2014 emotional intelligence coach, TEDx speaker, and author \u2014 to explore how psychology and neuroscience can shape better experiences for both customers and employees.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><span data-contrast=\"auto\">This isn\u2019t theory \u2014 it\u2019s practical insight into how understanding the human brain can help us lead with more clarity, connect with more empathy, and design experiences that truly matter.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p aria-level=\"3\"><b><span data-contrast=\"auto\">Why You Should Listen<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:281,&quot;335559739&quot;:281}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Discover the Brain Behind Behavior &#8211; <\/span><\/b><span data-contrast=\"auto\">Learn how the amygdala \u2014 our brain\u2019s emotional center \u2014 drives reactions, and why recognizing it can transform CX and EX.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Unlock the Power of Daily Practice &#8211; <\/span><\/b><span data-contrast=\"auto\">See how small, consistent habits reshape the brain, creating lasting skills and resilience in teams.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Explore Empathy in the Age of AI &#8211; <\/span><\/b><span data-contrast=\"auto\">Hear why machines may help us become more empathetic \u2014 but can never replace the human touch.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Spot the Hidden Blind Spots &#8211; <\/span><\/b><span data-contrast=\"auto\">Understand the common EQ gaps leaders overlook \u2014 and why addressing them is essential for healthier, happier workplaces.<\/span><\/p>\n<p><iframe loading=\"lazy\" title=\"The Science of Emotional Intelligence | Transforming Customer &amp; Employee Experience | Etech\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/JuVMeJCg9n8?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><strong><span class=\"TextRun SCXW95533527 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW95533527 BCX0\" data-ccp-parastyle=\"heading 3\">What <\/span><span class=\"NormalTextRun SCXW95533527 BCX0\" data-ccp-parastyle=\"heading 3\">You\u2019ll<\/span><span class=\"NormalTextRun SCXW95533527 BCX0\" data-ccp-parastyle=\"heading 3\"> Hear:<\/span><\/span><span class=\"EOP SCXW95533527 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:281,&quot;335559739&quot;:281}\">\u00a0<\/span><\/strong><\/p>\n<ul>\n<li><span data-contrast=\"auto\">Why emotions matter more in shaping customer and employee experiences<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">How repetition and neuroplasticity make learning stick<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">A powerful Serena Williams story that proves why context matters in emotions<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Why empathy isn\u2019t about \u201cwalking in someone\u2019s shoes\u201d \u2014 and what it really is<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Practical tools to pause, reflect, and choose a better response at work<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li>\n<\/ul>\n<p aria-level=\"3\"><b><span data-contrast=\"auto\">Real Talk from the Conversation<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:281,&quot;335559739&quot;:281}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\ud83d\udcac <\/span><i><span data-contrast=\"auto\">\u201cIf you understand the brain, you design better experiences.\u201d<\/span><\/i><span data-contrast=\"auto\"> \u2013 Sandra Thompson<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\ud83d\udcac <\/span><i><span data-contrast=\"auto\">\u201cEmotional intelligence is not soft \u2014 it\u2019s the strongest skill you can build.\u201d<\/span><\/i><span data-contrast=\"auto\"> \u2013 Melissa Wood<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p aria-level=\"3\"><b><span data-contrast=\"auto\">Meet the Experts:<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:281,&quot;335559739&quot;:281}\">\u00a0<\/span><\/p>\n<p><a href=\"http:\/\/linkedin.com\/in\/cxeisandra\"><b><span data-contrast=\"auto\">Sandra Thompson<\/span><\/b><\/a><span data-contrast=\"auto\"> \u2013 Emotional Intelligence Coach<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><a href=\"http:\/\/linkedin.com\/in\/melissawoodetech\"><b><span data-contrast=\"auto\">Melissa Wood<\/span><\/b><\/a><span data-contrast=\"auto\"> \u2013 Dean of Leadership Development at Etech Global Services.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p aria-level=\"3\"><b><span data-contrast=\"auto\">Watch Now and Lead with Emotional Intelligence<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:281,&quot;335559739&quot;:281}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Whether you\u2019re serving customers, leading teams, or simply striving to grow \u2014 this episode will remind you that emotions aren\u2019t barriers in business. They\u2019re the bridge to stronger connections, smarter decisions, and lasting change.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Subscribe to the <a href=\"https:\/\/bit.ly\/4fQJ0rb\">Etech Leadership Table CX Podcast<\/a><\/span><\/b><span data-contrast=\"auto\"> for more conversations that put people \u2014 and their stories \u2014 at the center of leadership and customer experience.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The best experiences are built on empathy.Because before people remember what you said or did, they remember how you made [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":145157,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"episode_type":"audio","audio_file":"https:\/\/www.etechgs.com\/wp-content\/uploads\/2025\/09\/Etech-CX-Podcast-Sandra-Thompson-video.mp3","podmotor_file_id":"","podmotor_episode_id":"","cover_image":"","cover_image_id":"","duration":"51:03","filesize":"47.07M","filesize_raw":"49356424","date_recorded":"2025-09-09 05:27:52","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"1","itunes_episode_type":"full"},"tags":[37,38,25,40,52,53,31,44,45,46,47,42,29],"series":[24],"resource_topics":[],"resource_industries":[],"class_list":["post-145156","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","tag-business","tag-customer","tag-customer-experience","tag-cxleadership","tag-emotional-intelligence","tag-employee-experience","tag-etech","tag-etechpodcast","tag-future-of-ai-in-contact-centers","tag-futureofcx","tag-humanandai","tag-leadershipdevelopment","tag-podcast","series-leadership-and-cx-podcast"],"acf":[],"episode_featured_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/uploads\/2025\/09\/Podcast-1306-2025-Website-landing-2.jpg","episode_player_image":"https:\/\/demo.etslabs.ai\/etech26\/wp-content\/plugins\/seriously-simple-podcasting\/assets\/images\/no-album-art.png","download_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-download\/145156\/the-science-of-emotional-intelligence-transforming-cx-employee-experience","player_link":"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/145156\/the-science-of-emotional-intelligence-transforming-cx-employee-experience","audio_player":"<a class=\"wp-embedded-audio\" href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/145156\/the-science-of-emotional-intelligence-transforming-cx-employee-experience\">https:\/\/demo.etslabs.ai\/etech26\/podcast-player\/145156\/the-science-of-emotional-intelligence-transforming-cx-employee-experience<\/a>","episode_data":{"playerMode":"dark","subscribeUrls":{"apple_podcasts":{"key":"apple_podcasts","url":"","label":"Apple Podcasts","class":"apple_podcasts","icon":"apple-podcasts.png"},"stitcher":{"key":"stitcher","url":"","label":"Stitcher","class":"stitcher","icon":"stitcher.png"},"google_podcasts":{"key":"google_podcasts","url":"","label":"Google Podcasts","class":"google_podcasts","icon":"google-podcasts.png"},"spotify":{"key":"spotify","url":"","label":"Spotify","class":"spotify","icon":"spotify.png"}},"rssFeedUrl":"https:\/\/demo.etslabs.ai\/etech26\/feed\/podcast\/leadership-and-cx-podcast","embedCode":"<blockquote class=\"wp-embedded-content\" data-secret=\"qgRXCwX2td\"><a href=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-science-of-emotional-intelligence-transforming-cx-employee-experience\/\">The Science of Emotional Intelligence: Transforming CX &#038; Employee Experience<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/demo.etslabs.ai\/etech26\/podcast\/the-science-of-emotional-intelligence-transforming-cx-employee-experience\/embed\/#?secret=qgRXCwX2td\" width=\"500\" height=\"350\" title=\"&#8220;The Science of Emotional Intelligence: Transforming CX &#038; Employee Experience&#8221; &#8212; Etech Global Services LLC\" data-secret=\"qgRXCwX2td\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! 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