Podcasts about global customer operations

Formerly the VP of Global Customer Operations turned Head of Mindfulness and Compassion at LinkedIn, Scott Shute is an award-winning author, speaker, entrepreneur, photographer, and healer. Scott's mission is to change work from the inside out by mainstreaming mindfulness and operationalizing compassion. Tune in to our conversation with Scott to learn more about his story and endeavors.

In these ‘Shorts' episodes of my podcast, I'll be selecting my favourite moments from previous episodes. This one comes from Episode 82 and my interview with Scott Shute, the former Head of Mindfulness and Compassion at LinkedIn, a role he effectively created for himself after years as the VP of Global Customer Operations at LinkedIn. In this clip, he talks about the difference between information, knowledge and wisdom – and why we need to practice habitual action. FREE RESOURCES Ben's FREE 10-4-10 Leadership Programme: https://bit.ly/FREEleadershipmini-course (https://bit.ly/FREEleadershipmini-course)  Ben's website: https://bit.ly/BenMortonLeadership (https://bit.ly/BenMortonLeadership)  LISTEN TO THE FULL EPISODE HERE https://www.ben-morton.com/scott-shute-the-leaders-journey-from-me-to-we/ (https://www.ben-morton.com/scott-shute-the-leaders-journey-from-me-to-we/)  SHOW LINKS Scott's Book: The Full Body Yes: https://www.amazon.co.uk/dp/1774580012/ref=cm_sw_em_r_mt_dp_690M5N094Z2VPYKC9GN3 (https://www.amazon.co.uk/dp/1774580012/ref=cm_sw_em_r_mt_dp_690M5N094Z2VPYKC9GN3)   Connect with Scott: https://www.scottshute.com/ (https://www.scottshute.com)  https://www.amazon.co.uk/Atomic-Habits-Proven-Build-Break/dp/1847941834 (‘Atomic Habits' by James Clear)

Scott is the former Head of Mindfulness and Compassion at LinkedIn, a role he effectively created for himself after years as the VP of Global Customer Operations at LinkedIn.   Scott thinks of himself as operating at the intersection of the workplace and ancient wisdom traditions. He blends his experience as a Silicon Valley executive with his lifelong practice and passion as a wisdom seeker and teacher.   In his most recent role at LinkedIn, Scott was the Head of Mindfulness and Compassion programs.   He has been a pioneer in creating workplace mindfulness programs and advancing the discussion around compassion in the work context. He has continued this pioneering journey as the author of the highly acclaimed book ‘The Full Body Yes'.   In this episode we spoke about his own leadership journey, and as he describes it, the journey from ‘me to we'. We also spoke about what mindfulness and compassion looked like at LinkedIn, and how they set out to measure it.   Before we get into the episode – can I ask you to do me a favour? Please take just a few minutes to rate and review the show wherever you listen. If you then send a screenshot of your review to me on chat@ben-morton.com, I'll send you complimentary access to my online, Weekly Planning Protocol course. And do also check out my free, mini leadership course via the link in the show notes.   Links mentioned: 10-4-10 Mini Course: https://mailchi.mp/b3d5c50adb91/10_4_10 (https://mailchi.mp/b3d5c50adb91/10_4_10)    Scott's Book: The Full Body Yes: https://www.amazon.co.uk/dp/1774580012/ref=cm_sw_em_r_mt_dp_690M5N094Z2VPYKC9GN3 (https://www.amazon.co.uk/dp/1774580012/ref=cm_sw_em_r_mt_dp_690M5N094Z2VPYKC9GN3)  Connect with Scott: https://www.scottshute.com (https://www.scottshute.com)  Mentioned in this episode: This episode is brought to you by FRIENDWORKS There is gold in your professional networks. FRIENDWORKS helps you discover it. Do most of your leads come from your networks? Did you know that 23% of your senior network could change roles every year? This means that your entire network of senior decision-makers could change every 4-5 years. How do you keep on top of these changes? FRIENDWORKS standardises the process of monitoring your whole company's combined professional networks and delivers new business leads to your team on a regular basis. To find out how FRIENDWORKS could help your business, take a look at their cool LEAD CALCULATOR here: bit.ly/3Hyh9dL. Listeners of the Ben Morton Leadership Podcast can receive 5% off a FRIENDWORKS subscription, by quoting BENMORTON5 when contacting FRIENDWORKS. Chat with FRIENDWORKS Founder, Richard Hillier, here: rich@friend-works.com. https://the-ben-morton-leadersh.captivate.fm/friendworks (FRIENDWORKS)

Welcome to the second medley episode, where today we find out from five different leaders about their experiences and top tips around keeping their teams motivated. You'll notice I said keeping their teams motivated, because I don't believe it's our job to motivate people. It is, however, our job to ensure that our people don't become demotivated. After all, nobody joins a new organisation in a demotivated state. Similarly, when somebody receives a promotion, they tend to be highly motivated and engaged. If this is the case, for people to be demotivated, something must have happened along the way. That something, can sometimes, be us. We probably don't do it intentionally, but we can easily do things, create policies, or neglect to do things that cause those we have the privilege and responsibility to lead to become demotivated.  In today's episode we will find out from: Brendan Pavey, Executive Head Teacher at Northbridge House Schools Pauline Patterson, Founder and CEO at DrPawPaw Melanie Chevalier, Founder of Creative Culture Scott Schute, Head of Mindfulness and Compassion at LinkedIn (formally Vice president of Global Customer Operations)  Jay Steinfeld,CEO of Blinds.com Links Mentioned: https://www.ben-morton.com/brendan-pavey-decision-making-with-partial-information-uncertainty/ (Brendan Pavey | Decision Making with Partial Information and Uncertainty) https://www.ben-morton.com/pauline-paterson-flexible-working-looking-after-your-team/ (Pauline Paterson | Flexible Working & Looking After Your Team) https://www.ben-morton.com/melanie-chevalier-finding-time-to-think/ (Melanie Chevalier | Finding Time To Think) Scott Shute |The leader's Journey from ‘Me to We' Jay Steinfeld | Selling a Business and Staying on as CEO Find out more about Ben's work: https://linktr.ee/BMLeadership (https://linktr.ee/BMLeadership)

In the “before times” (AKA pre-Covid), the month of January always brought with it a kind of open-hearted optimism, which acted as fuel propelling us into a new year. But the past two Januaries have been less open-hearted for many of us. Less optimistic.  Maybe like me, you spent the holidays with Omicron.  Or maybe you avoided Covid, but are still carrying the weight of all the uncertainty and burn-out of the past 2 years. Either way, my friend, this episode is calling out to you from a place of possibility. Of hope. This episode is like a phone call straight to your soul.…  So listen in, because you're about to meet the marvelous Scott Shute. Scott is the former Head of Mindfulness and Compassion Programs and VP of Global Customer Operations at Linkedin. Scott has since left that position to focus FULL TIME on his consulting practice, helping companies of all shapes and sizes to become more conscious and compassionate through his speaking engagements, workshops, and executive coaching. Scott helps people build their own self-awareness through meditations and retreats, and his recent book—The Full Body Yes: Change Your Work and the World from the Inside Out. After getting through 2 years of what feels like a constant state of NO, the idea of a full body YES is just delicious to me, and I can't wait for you to meet Scott and hear more about this concept … this practice.  You can find Scott on scottshute.com and linkedin.com/in/scottshute. Can't wait to hear what you think of our conversation! Shine on, B

In this episode of Fairygodboss Radio, Romy is joined by two inspiring women tech leaders at GoDaddy, Kasturi Mudulodu, Vice President of Product Management, and Demetria Elmore, Vice President of Partners Care. Hear Kasturi's incredible accomplishments of her 20 year career in engineering and product management, and how Demetria navigated major pivots from nonprofits to corporate to tech. [Recorded on November 19, 2021] Kasturi Mudulodu As Vice President of Product at GoDaddy, Kasturi is a relentless advocate for customers shaping the future of omni-channel commerce — the ability to sell anything anywhere — for millions of small businesses around the world. Demetria Silvera Elmore is an experienced customer service strategy and operations leader, with an extensive background in business innovation, strategy development, operations design, and process improvement. She is Vice President, Partners Care and Services at GoDaddy. In her role, she leads a global team dedicated to customer service excellence for web designers and developers so they can effectively host websites, build payment platforms, and manage their clientele. A travel industry veteran, Demetria spent nearly a decade as an internal consultant with Marriott International, then as Vice President of Global Customer Operations at Expedia. Before joining Marriott in Bethesda, Maryland, Demetria was a consultant with Boston Consulting Group (BCG) in Atlanta, Georgia. Demetria holds a M.B.A. from Harvard Business School, and a B.A. from Yale University. She lives in Seattle, WA with her mom Enid, daughter Avery, and son Stephen. She loves Caribbean food, a good organized crime TV series or sentimental Hallmark movie, a fun yoga class, boating, hiking and running anywhere with sunshine.

These podcasts have been recorded with the latest cohort of the Practice Makes UnPerfect programme – a course that helps women find and finesse their public voicesVirgita Abaraviciute, Vice President, Global Customer Operations at Adform, discusses why we should we embrace mistakes rather than avoid them.

Are you interested in learning how to become more aware of yourself and your surroundings? In this episode, Scott shares how he became the VP of Mindfulness and Compassion at LinkedIn and why he took a chance to advocate and create the position. You will learn how mindfulness allows you to be more aware and therefore have more compassion for others. When we focus on small things to show compassion, you let others know that you care about them. Scott talks about micro compassions and what you can start doing today to take positive actions to be more compassionate. There is so much to learn in this episode that falls in line with the PIES. Pop in your headphones, go for a walk, and enjoy the episode! Today's Speaker: Scott Shute, LinkedIn VP Head of Mindfulness & CompassionScott Shute is at the heart of LinkedIn‘s quest to create a culture of compassionate leadership, serving as VP of Global Customer Operations and Head of Mindfulness Programs. In both of his roles, Scott is working every day to align himself, his coworkers, and the company with a deeper understanding of member needs—and human needs in general—through data analysis, intentional listening, and swift action, in order to elevate LinkedIn's collective wisdom and impact in the world. As a mindful leader, he has cultivated his mastery of meditation and awareness from his early days farming with his family in rural Kansas to leading thousands in meditation in Silicon Valley and beyond. Here we learn about the secret driver of his work and creative pursuits, including art photography and yoga, which is also the key to our happiness—with beautiful depth and a simple application that we can all put into practice.Website: www.scottshute.com/Order the book: The Full Body Yes Get the Attraction Assessment by visiting PIESUniversity.com, scroll down and wait for the pop-up. You'll LearnThe difference between mindfulness and meditationHow to start a mindfulness practice How to use mindfulness to be more compassionate Season 2, Ep 02: Tips for Mindfulness and Self-Care from  LinkedIn VP, Scott Shute

David Sakamoto brings deep passion and experience in leading customer experiences, developing teams, scaling businesses, and optimizing delivery of products and services to deliver customer outcomes and propel revenue growth. He brings a unique background in customer success, sales engineering, services (professional, managed and support), product engineering and global operations. In his current role as Vice President of Customer Success atGitLab, he is responsible for leading the Customer Success organization, including Solution Architects, Professional Services and Technical Account Management. Prior to joining GitLab, David built and scaled America's Customer Success team at Cisco where he developed the end-to-end engagement approach (high/low touch, digital motion, partner success), doubled the size of the team to over 200 people, managed a $2B book of business and contributed over $350M in expansion. Prior to Cisco, David led customer success, services (i.e., professional, managed, support and training), and cloud operations for EVault's cloud backup and disaster recovery as a service (DRAS). He brings a diverse set of experiences prior to EVault, including Cisco (Sr. Director of Engineering, Global Customer Operations), CITTIO (Vice President of Services and Customer Operations), Genentech, Yahoo, and SGI. Sakamoto holds a bachelor's degree in Industrial Engineering from California Polytechnic State University, San Luis Obispo. Follow David Sakamoto on LinkedIn Follow David Sakamoto on Twitter @ Follow Worthix on LinkedIn Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn Follow Mary Drumond on Twitter: @drumondmary The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.

This is the Handle with Care:  Empathy at Work podcast.  I’m your host, Liesel Mindrebo Mertes helping you build a culture of care and connection through empathy at work.    MUSICAL TRANSITION   Welcome to Season 2. Empathy matters.  It isn’t just some squishy personality trait, it is a set of skills and a capacity for connection that you can develop, if you have the desire.  And that is what season 2 is all about.  I am going to introduce you, in each episode, to a leader that is purposefully building connection and engagement at work.  They will share best practices, the ways that have grown and their occasional failures.    My guest today is Scott Shute.  Scott is the Head of Mindfulness and Compassion at LinkedIn, which is this great role that sits at the intersection of ancient wisdom traditions and a technology company.  He is also an avid photographer, a musician, and, most recently, a published author.  His book, “The Full Body Yes” launched in the middle of May.  His mission is to change work from the inside out by “mainstreaming mindfulness” and “operationalizing compassion.”   This was a deeply enriching conversation about how to build up mindfulness…and in a year of so many distractions, don’t we all need a little more attention and mindfulness?  And how to operationalize compassion, which is right up my alley.    We began talking about his book.  I got to read an advance copy and enjoyed a passage so much that I called my 13 year old daughter into the room one morning to read it aloud to her.  It was that spot-on.   Scott Shute I was saying what you just said about response is what has been typical, like what I'm not getting is I send the book to my friends and they're like, oh, hey, cool. Got your book. Thanks. Not getting that. What I'm getting is like, oh, my God, Chapter eight, like, we got to talk about this because blah blah, blah, blah, blah. And and there is at least one story in there for everyone that's been super meaningful and has moved the needle on their life just a little bit or something that resonated with just a little bit or a lot.   Scott Shute And so that's been super gratifying.   Liesel Mertes Absolutely. Well, and as someone who prizes the craft of storytelling, I enjoy just all the places that the full body. Yes. Took me from Japan to Kansas to dealing with bullying in your adolescent years and back again. So I enjoyed both the wisdom but also the delivery of it. And I I have some questions to ask about certain sections of the book. I can't wait to jump in.   Liesel Mertes What is your personal connection to why empathy matters and why it specifically matters in the workplace?   Scott Shute And thank you for that question and thanks for having me. It matters because we don't work in isolation. We work with others, we live with others. And so to me, empathy, I talk a lot about compassion and I'll separate the two a bit. So I define compassion, is having an awareness of others, a mindset of wishing the best for them, and then the courage to take action. And some people say that compassion is empathy plus action.   Scott Shute And so if you're talking about these first two pieces, it's first being aware of others and then having a mindset of wishing the best for them or a mindset of kindness. And why that's important in the workplace is, yeah, we don't work by ourselves. We work in teams. And what we've discovered, what science has shown us Project Aristotle at Google has shown us is the number one factor in creating a high performance team is, well, it's not their IQ, it's not what school they went to.   Scott Shute It's not even the level of diversity in technology or overall diversity. It's psychological safety. This ability to say, hey, can I can I be myself in front of you guys, can I can I fail in front of you and know that you have my back, but actually even harder? Can I succeed? Can I win in front of you and know that you have my back? So if we're on a sales team and I just made two hundred twenty percent a quarter with two weeks to go and my friends at eighty five percent of quarter, are they really going to help me out.   Scott Shute Are they going to look at me the same way. Am I going to look at them the same way. So this idea of empathy, this idea of being aware of others and having a mindset of wishing the best for them, really putting ourselves in their shoes builds powerful work environments where we end up being more creative. We end up with better solutions. We end up delivering something much better for our customers.   Liesel Mertes I love that. Just touching on the data points, some of the business case that's there, I'd like to dig a little deeper. Would you tell me about a time in your work experience where you think, man, I was not OK? I was really going through a hard time and this person's care, attention, what they did or said really made a difference and paint that picture for us.   Scott Shute Sure. Great question, I think for me, I'm trying to find a specific one, but for me it's that feeling of connection. I, I felt the sting of isolation in high school. You know, I had a really great junior high. Some people hate junior high. I loved junior high. But my first two years of high school were really painful or really hard. And they were, upon reflection, upon a lot of years of reflection.   Scott Shute I realize this because I felt isolated, that I felt loneliness, that I felt, you know, other than and I eventually ended up changing schools. And what was so great about finding a new school, as I found people that I connected with, people who enjoyed me for who I was. And this is the antidote to loneliness, this is the antidote to isolation and this being connection, and when we feel like we're connected to others. And so I've what I appreciate about your work is that, you know, a lot of stuff when we're going through it, it's about that isolation.   Scott Shute Sometimes it's about the isolation we feel about ourselves, like we don't feel good about ourselves. That inner critic, that obnoxious roommate in our mind is going crazy and we just feel gross. Sometimes it's feeling a disconnection from others. Sometimes that can be about performance, right? If I'm if things aren't going well, then it it comes back to feeling disconnected, feeling like, oh, well, are they going to throw me out of here? Am I going to lose my job?   Scott Shute And so anything that builds that connection, whether it's a manager's kind words or a cross-functional partners kind words or just having a friend at work that you can go take a walk around the block with or, you know, now assume call and and say everything you want to to. That is such a meaningful thing because it's like, oh, here, here it is. I can remember again what's really important and what's really important are these relationships. What's really important is feeling connected to myself, but also connected everything else   Liesel Mertes That that reminds me of a passage from your book, The Full Body Yes.   Liesel Mertes Would you mind if I would it be OK if I read aloud to you just as a section you're talking about this process of discovering what your dream job would be. And you're write, "If companies were more conscious, they would treat their customers better. There would be more integrity and trust in the world. If companies and their leaders were more conscious, they would treat their employees better. There would be less trauma and stress. There would be more healing, more creativity.   Liesel Mertes People could be whole. We wouldn't need to think of our work life as bad and the rest of our lives as good. We can bring compassion into everything we do at work, not just because it makes others feel better, but also because it's a better strategy for success. The research bears this out. We just haven't quite caught up to it in practice yet."   Liesel Mertes I feel like that echoes what you just said, and I would love to hear in your position and scope of influence.   Liesel Mertes Tell us a little bit about your role at LinkedIn and how you've gone about being part of actualizing some of those beautiful sentiments. And I love for you to also include some of the pain points along the way from concept to reality. There's oftentimes some stretching that goes.   Scott Shute Sure, sure. I've been at LinkedIn for nine years and the first six of those, I was the VP of Global Customer Operations, which was essentially customer service and a lot of other functions that are customer facing outside of sales. And part of me is I've I was able to bring my mindfulness or my contemplative practice to work, starting about two years in as a volunteer for my for my other job. And I've been in this this role now for three years as a full time role, Head of Mindfulness and Compassion.   Scott Shute But what does it mean? So there's two parts of my role, mainstream mindfulness and operationalise compassion and in mainstream mindfulness, we're just trying to make mindfulness as meditation really and overall mindfulness like self awareness, just as normal as physical exercise. So you can think of it like mental exercise and physical exercise, because our employees, they're almost all knowledge workers. Right. We don't need to run six minute miles or lift heavy things, but we do need to stay mentally focused and emotionally balanced and all those sorts of things.   Scott Shute So this is why it's important. And what it means is we offer things like meditation sessions. We have, well, pre pandemic. We had 40 to 60 a week across the globe. LinkedIn is about a fifteen or sixteen thousand person company. We offer an app called Why Is It Work, which we really like from our partners at Wisdom Labs. And every year we do a 30 day challenge involving that app, usually in October, where we get people to use it and the challenges, you know, meditate or, you know, use the app 20 times within the month of October and we'll give you a T-shirt of this year.   Scott Shute We give Hoodie's said, never, never underestimate the power of a free hoodie on behavior.   Liesel Mertes Absolutely. I'd do much more for a hoodie than I would for a t shirt. That was right.   Scott Shute Right. It was pretty good. We do things like mini retreats if people want to go further. Speaker series, again, just trying to make these mental exercises and these this idea around self awareness just as commonplace as physical exercise. Now, for that part, and it's been super successful, you know, every year we have more and more and more people, but also as a percentage of our population taking part in these things.   Scott Shute And during especially during COVID time, during quarantine time, you know, there's been an uptick because, one, people can come to it. When now when I lead a meditation session, I'm getting people from all over the world instead of just, you know, the people from my building on fourth floor on Thursday at four thirty in the afternoon. And the second reason they come is because they need it like we're we're all having challenges in our own ways.   Scott Shute And so that those challenges are forcing people to go inside.   Liesel Mertes I also want to hear about that part that you said operationalising. Yeah, and it is because it makes me think of another quote you have in your book that we don't rise to the level of our expectation would fall to the level of our systems, which is something that I do. Yes. And my training and consulting all the time to move from good intentions and thoughts and prayers to actually how do we have replicable systems of care and training that make us good instead of poor in these issues.   [Liesel Mertes So I'd love to hear more about that.   Scott Shute Let's talk about that. So I first talked about all the things we're doing with mindfulness. The second part of my job is operationalizing compassion. And look, I think mindfulness is interesting and it's all about self development and it's really powerful. And that's going to happen with or without me. There's a huge move towards mindfulness, but compassion, compassion, I think, is where the juices, because this is how we work. It's how we work together.   Scott Shute It's how we work with our customers. So if you think back to my definition, three parts, you're building capacity to be aware of. Others have a mindset of wishing the best for them and then the courage to take action. Now, put that in the context of a business context. So as an example, this and what I would say is I'm not the one making LinkedIn a compassionate place. It was already like that. It evolved that way.   Scott Shute This is why I have this job. The more my role is to codify it, to say, how did we get here? You know, if the executive team was going to leave LinkedIn and go to any other place, like what would the top three or five or 20 things that we would do, like how would we bring the magic somewhere else? And so this is what I mean. And I'll share some examples. So as an example, our head of sales will stand in front of whatever five thousand salespeople at sales kickoff and say something like, look, hey, our job as salespeople is to provide long term value.   Scott Shute So don't sell something our customers don't need just so you can hit your quota. Hmm. Right. And that's I was a salesperson too at 25. That's not how I was taught. Or in product development, you know, every week we have four or five or eight product reviews, and this is kind of like Shark Tank without the attitude, you know, a product manager will come to the product executive team and say, all right, well, here's the next revision of my product and what we expect to happen.   Scott Shute And something like, OK, Will, if we do X, Y and Z, we're going to result in 13 percent more engagement. In other words, 13 percent more clicks on the site. And the first question, if the person doesn't answer it themselves, the first question is always, all right, well, how is the member experience and the customer experience? And if the answer is, oh, well, hey, did I mention it was 13 percent more clicks than the meeting just stops and then it becomes an object lesson on our first principle, our number one value, which is members first.   Scott Shute And so these types of things are built into our culture. But it goes back to this to I have the capacity to be aware of others and wish the best for them and then the courage to take action, meaning sometimes, you know, we deeply understand our customers. We deeply are trying to solve their problems. And sometimes I need to do something for them. That's not great for me either. The company in the short term. But I know that over the long term, it's going to be better for both of us.   Scott Shute We're going to provide long term value and in the long haul will be more successful financially and as a company in general. Right.   Liesel Mertes You know, the question that that prompts in thinking about operationalising and also potential pain points, I find sometimes in company cultures there can be a focus on the customer, the member, whatever the title is, and that sometimes that happens at the cost of the employee experience. You know, where we're driving, for results, you know, whatever whatever metric is held up there. How are you taking some of that same degree of intentionality, especially in a year that has been so full of disruptive life events, death, job loss, relationship transition and operationalising internal compassion in those shows?   Liesel Mertes And and I assume that, like everybody else, it's kind of been a finding your way in the midst of that.   Scott Shute Yeah, there's I think business is best-run not by writing in a thousand places, a thousand sorry, a thousand page playbook, but by these high level things. And then each situation is different. So compassion goes back to it's a balance for all of the stakeholders, not just the shareholders, meaning a company who takes care of their customers, as we described, but also takes care of their employees as described, you know, have an awareness, a mindset of wishing the best and courage to take action and the shareholders.   Scott Shute So you have to stay in business in order to meet your vision. Right. In addition to the broader environment, you know, the community that you work in, the broader global environment you live in. So when we're creating this, when we're moving from me to we thinking, I think that has compassion at the roots of it. And each situation brings up a different set of solutions.   Scott Shute There are sometimes where we need to do absolutely the right thing for the shareholders, you know, and there's sometimes we need to do absolutely the right thing for the employees or the customers or our neighbors and next to the buildings where we work, whatever it is.   Scott Shute But if I'm trying to do something that for the long term is best for the whole, that's when we win. So what does that mean on the ground? Well, let's say that we have a call center in India and in the city where they're in. They can't even get to the office or they can't. They're worried about their health. There might be a time when we just need to close our customer service center for a day or several days knowing that it's not great for our customers, but our employees need to take care of themselves.   Scott Shute And sometimes the opposite is true. Sometimes employees need to work extra hard to take care of our customers, but it's finding the balance over the long haul that is important.   Liesel Mertes What are you taking away as valuable lessons from a leadership level of what, supporting people well, during disruption, looks like?   Scott Shute Sure. Well, it for sure starts at the top at the language that people are using. So there's a couple of things that have happened. One is, you know, when we do company meetings in the old days, like every other company, C levels are standing on stage. Everybody else is kind of watching and there's a separation between us. Well, now we do the company meeting and the same sea levels are at home. You know, we're on Zoome or whatever the technology is.   Scott Shute We see their dogs walking by or their kids or, you know, we have technical failures. They have technical failures, just like we all have rain. And it has humanized it has equalized us in terms of that. We're all people like we're all humans first and workers somewhere second or down the line. And so as a leader, if I can be conscious about this, it's it's being more vulnerable. It's talking about my own challenges, but it's also a recognition of everybody else's challenges.   Scott Shute And, you know, early on, our leaders were very clear and saying, hey, look, you and your family, your health, your physical, your mental health are the most important things to us. So please do what you need to do. The work will be here when you get back, you know, and that was the that was the messaging. But then it was also in our policies and everything that we did that supported that messaging.   Scott Shute So I think this is it as a leader, be vulnerable and then be aware and treat people as people, treat them like you want to be treated like if your grandma or the person you treasured most in life worked at this company, how would you treat her?   Liesel Mertes Yeah, there's a good grounding question. What is   Liesel Mertes So pulling back a little bit in your book, The Full Body. Yes. And in your work and mission in general, building compassion in our lives and our workplaces, I imagine that there could be some pushback that you receive from other people who have risen to executive positions within their companies. What is some of the most common pushback that you hear when you talk about building compassion at work?   Scott Shute Right. I think usually it's a misunderstanding of what compassion means. People often think that it sounds soft or it's just about loving each other or some like they put you know, they even make that. They even make that voice. It's soft. It's about loving, you know, airy fairy. And they have their hands in the air while they're doing them. And this is not what compassion is all about. Right? It takes real courage. Like, I think it's much harder to be a compassionate manager than to be a command and control jerk manager.   Scott Shute It's super easy to stand up on your pedestal and say, just look, I told you what to do. Just do it. Come on, why haven't you done it? And then scream at people when they don't do. Exactly. You know, it's managing out of fear. That's super easy. That takes no skill, but to be compassionate means you deeply understand other people means you have to take the time to listen. And sometimes compassion requires a strength that you really have to work up to.   Scott Shute Right that strength to have the hard conversation. You know, if somebody's struggling, the strength to really find out why and to in some cases either coach them up or eliminate their role or move them on to another role, these are things that require a strength of our own character and conviction and values. And it's not easy at all. So usually it's a misconception of what it means. And then when you get down to it and we say things like like I was talking about the salesperson or the product person, they're like, oh, yeah, well, of course you put customers first.   Scott Shute But then when we really dig into the conversations, like, do you have the courage to put the customer first when it's hard? Yeah, it takes real courage. Do you have the courage to put your employees first when needed to? You know, so it's a lot harder than it sounds. It's easy to understand, but it's hard to put into practice.   Liesel Mertes Right. I'm a I'm reminded when you you talked about that somewhat easy default behavior that can happen. That's an avatar that in my training's I'll introduce people to one of these default behaviors that we go to in the face of other people's pain, because it's how we've had to survive some of our own psychological, emotional, spiritual pain. And that my character I term the the Buck-Up Bobby, the just have to keep going. And whether it's, you know, a Commiserating Candace or a Cheer-Up Cheryl, these these postures that we take on to avoid some of the the skill of going deep, of being present.   Liesel Mertes You know, you you mentioned in your book and I deeply resonated with it, that our deepest need is to be seen, heard and acknowledged and both in our successes on our average days and especially on the days where, you know, everything feels like it has gone sideways.   Liesel Mertes In your capacity as a worker, as a leader, how did you personally skill up? Because your book is, you know, sprinkled throughout are anecdotes of having meaningful conversations with, you know, someone who worked under you, who is deciding, you know, to start a new relationship or to pursue graduate education.   Liesel Mertes Do you remember feeling out of your depth and like you needed to skill up? How did that process go for you as you acquired the skills necessary to get where you are?   Scott Shute Sure. So part of it I always wanted to be a manager. Like I. I was always interested in psychology and the way our minds work. And I tended to be when I was an individual contributor as a salesperson, I tended to be somebody that people would come to ask for advice. And so it took me a while, but I figured out how to start being a manager. I had to change industries, you know, to be a manager.   Scott Shute And I remember that job was the most stressful job I ever had. And I was 29 and leading a team of, I don't even know, eight people or 10 people. And that I was that was a job I was freaking out the most in not leading a thousand people organization, but leading eight for the first time because you have to figure out like oh whoa, this is totally different. Like this person's career is dependent on me. There a lot as dependent on me.   Scott Shute And I felt that weight and it didn't happen all at once. But, um, but in every conversation, you know, you get that feeling in your stomach like, oh, that went really well. Or I know that could have gotten better. Yeah. And so over time I scaled up by you know, I got coaching certified. I took extra trainings on how to be a manager, how to be a better listener. And I was just also reliant on my I've always had a deep kind of personal development bent.   Scott Shute So reading books and, you know, going to classes and just continually trying to learn to to be better at it. So it seemed like most things it comes with a failure. And I don't mean that in the big way, but like doing something and walking away from it, going that could have been better. Yeah.   Liesel Mertes Yeah. At its at its worst it can be the, the unrelenting voice that is always desiring improvement that you have both give space to you as a potential for good, but also reign in in those moments. That's right. Leave me alone.   Scott Shute That's right.   Liesel Mertes It was good enough.   Scott Shute Well this is this is one of the hardest challenges in development in, you know, how do we be a hard charger, whatever you want to think about that, how do we be super successful and how do we have a mindfulness practice or be a good person or continuing developing, you know, on these softer skills?   Scott Shute And I struggled with that for a really long time because   Scott Shute I have been at other companies where I'd look up at the roster of the C suite and think to myself, oh, my God.   Scott Shute Like, do you have to be a jerk to be a VP here? I'm like, is this that's I don't want to do it. And and then I had have now had the luxury of working at other companies and especially LinkedIn, where in fact jerks are not allowed. I could look at the entire C suite and go, I'd be proud to be any one of those people or to work for any one of those people. And realizing that some companies and some leaders and some organizations have figured this out, like there is a way for each of us to be successful and to be a good person.   Scott Shute They are not mutually exclusive. In fact, I do think they go together at the highest levels.   Liesel Mertes Well, and what what I have found also as I have worked with companies domestically. Internationally, in a small, medium, large, especially over the last year, is that. There's there's still an element almost of permission that is needed to be able to see people in top levels of influence and scope being able to have these moments of weakness, you know, not not failure, but to but to say like this actually is really hard. Like we we have our kids schooling at home.   Liesel Mertes And I feel like it's just kind of overwhelming or I just want to bury someone within the last week. And I'm not fully OK for this meeting because there's only things that people are in the hard driving cultures where leadership hasn't purposefully wanted to be more connected and more human. There's a tremendous amount of just having to absorb stuff, defer those messy, both bodily feelings and also emotional ones, which just wreaks havoc. Yeah. In the long run,   Scott Shute These, I'm going to reframe the weakness to vulnerability.   Liesel Mertes Yes.   Scott Shute When we express our vulnerabilities, it's actually a real, real strength as a leader when you know, when done appropriately. Because people want to identify with the people that lead them, right? And if someone is they see as perfect or, you know, then it's like, oh, I'm not like them. I can't ever become like them. But if they see leaders as, oh, wow, I really see myself in them and I aspire to be someone like that today, I aspire to be more like them today.   Scott Shute That's really, really powerful. And it is accelerated by these leaders ability to be vulnerable, to be real. It's actually counterintuitive, but but showing some vulnerability now and then is a real strength.   Liesel Mertes Yeah, I like I like that pivot towards vulnerability. Tell me you introduced the concept near the end of the Book of microcompassions in the workplace. I really liked that term. Tell me more about some of the power that you're seeing of microcompassions in the workplace.   Scott Shute Sure. Well, we're probably familiar with micro aggressions, right. So I was trying to figure out what the balance of that is. Not that it solves every microaggression, but a micro compassion is just this idea that compassion doesn't have to be complicated. It's just the simplest, simplest things like smiling at someone or saying, hi, you know, so you're in the grocery line. And instead of just being lost in our phones or we're waiting to check out, like, why not say hi to somebody and ask them a question that gets them started?   Scott Shute Because going back to what is one of our deepest needs, our deepest need is to feel connected, to be seen, to be acknowledged, to be heard, ultimately, to be loved. And we don't have to go all the way to love right there in the grocery store. But how about seen and acknowledged and heard to feel connected? And so we can do this at work by saying hi, by smiling, by remember someone's hobbies, you know, it's like, oh, hey, Colin, did you have you been surfing lately or, you know, have you been fishing lately or whatever?   Scott Shute Knitting, you know, what's the what's the latest project you're working on? Or ask about their daughter or their son or something they're excited about. It just shows that you remember and you are seeing them as a person. And let's see what's another or you know, sometimes we have these meetings either by Zoom or we're in person and somebody hasn't said something for a long time. It's just bringing them in like, oh, Katie, we haven't heard from you for a while.   Scott Shute I'd really love to hear what you have to say about this topic. Anything that we can do to create more of the we and less of the me moves us forward and helps people feel connected.     Liesel Mertes Well, and creating these cultures of care. Yeah, I talk about how. It's a competitive advantage for you, it comes out in employee attraction and retention and how people are able to survive, stabilize and return to thriving when things go sideways. I imagine at Linked In, as it is so much about connection at work, you actually know that the numbers behind the LinkedIn matrix are seeing what are being reported in jobs reports, which is that companies, especially right now, as we are in May of twenty twenty one, they are looking to hire.   Liesel Mertes You know, we're ramping back up. It is difficult to find people talk a little bit about. I'd love to hear. Yeah. Just compassion and a culture of it as the competitive advantage and how you succeed and how you pull in the right people to accomplish what people classically talk about. As you know, the the more business-y ends of your your profit and loss.   Scott Shute Sure. I will get there. But first, I'm going to digress into the history of work for just a real quick second.   Liesel Mertes Yes. I love a good digression.   Scott Shute So we started start, I don't know, at some point there were kings and slaves, like when we were building the pyramids 5000 years ago and workers were not highly regarded. And we had the agrarian age for a long time where you had landowners and slaves or non land owners and workers were not highly regarded. And then in the industrial age, you know, you imagine a factory where with a thousand seamstresses or people on an assembly line all making the same thing again, workers not highly regarded.   Scott Shute Well, now you fast forward to today and a company like LinkedIn and not everybody has gotten are not everybody's in this position. But at LinkedIn, we don't have any hard assets. Right? We're not selling cars or copper or commodities. All we have is information. And so that means that the number one asset we have are the employees. And so we want our employees to have we want them to be at their best, i.e. the mindfulness programs.   Scott Shute And then we want to create an environment where they can do their best work, where they where they feel wanted. Now, as a worker now in Silicon Valley, the power is in the workers hands. Right. So an engineer in Silicon Valley can write their own ticket. They can work wherever they want because they're in such such high demand. This is the opposite of where we were 5000 years ago. And so people want to work in places where they are valued.   Scott Shute They want to work in places where their company is doing good things in the world, you know, where they are trying to make a difference, where there's a purpose driven. They want to work for good leaders, people who care about them, people who are honest and have the same set of values that they do. So this whole idea of creating and we don't even have to use the word compassion, but a culture where people are valued, where it's about the we instead of the few me, where it's about the we of the world instead of just the me of the company.   Scott Shute People want to work in those environments and over time they'll vote with their feet. You know, people don't leave jobs. They leave managers. Right. But they also will be disenfranchised by companies who are, you know, not that honest or they're doing bad things or create an environment where the bad seeds get bigger stages. So it is it's a competitive advantage over time in the talent that you attract. But it's also a competitive advantage in terms of the quality of products and services you end up offering your customers.   Liesel Mertes Absolutely. I appreciate the added coloring of the history of work, and I like that I like that to thank you for that digression.   Liesel Mertes You've written this book. You've launched it in the midst of pandemic time. Still tell our listeners a little bit about The Full Body yes. And what made you write it when you did?   Scott Shute Sure. Well, I've been thinking about writing a book for 35 years since I was a 15 year old in my ninth grade English class. I always knew I'd write a book. And every time I sat down or virtually sat down to write it, it wasn't there.   Liesel Mertes  Can I ask, did it as like, did you know what kind of book was it? Fiction or poetry? It was just going to be a book.   Scott Shute I just knew I would write a book. Like, I just I just had that knowing and and I figured it would be something about my life journey. But, you know, when you're 15, you don't have much of a life journey to write a book about. So I got to go live first. And then in December of 2019, I'm coming home with an from an event with a friend and my friend is driving and I'm in the passenger seat and gets this funny look and he goes.   Scott Shute The universe has told me to tell you it's time to write your book. Yeah, and I kind of checked in. It's like, wait, does it feel right? It's like, oh, yeah, it does. It does feel right. And the timing was just, of course, just, you know, it all lined up. I found an editor. She helped me create an outline because I never wrote a written a book before to turn my hundred stories into 35 or 40 stories and put them in order.   Scott Shute And then I just started writing. And then exactly at the time it was time to start writing is when the quarantine happened. And so I traded commuting time for essentially meditating and writing time. And the book came in 10 or 11 weeks, which, according to my publisher, is extraordinarily fast. But it was time. And then, you know, now it's a year later. This is the wild part about the publishing industry. It takes a while to get it out there.   Scott Shute And so releasing of, you know, kind of hopefully towards the end of the pandemic when they can actually. Yeah. You know, the people can actually get out. And but but I think that what I'm talking about, these things that I'm talking about are universal. It's talking about really finding our true selves right. When we when and when you are deeply aware of our own selves, our own values, what's really important to us. And then we make decisions based on what's important.   Scott Shute This is, I think, what we're all going through. I mean, in the last year, how many people do you know have moved or they've gotten divorced or ended their relationships or started relationships or changed jobs? To me, it seems like those big life events are on turbo. And, you know, part of it. Yeah, it's the challenge, the crucible of what we've gone through. But part of it is people are getting they're like, no, I know who I am.   Scott Shute And I I need to be something different than who this is right here. I'm making a change. And that's what this book is about.   Liesel Mertes Well, and even in that story of some of the, you know, writing with a colleague who who spoke that it was time, there's a thread that goes through of a paying attention to to the concrete, to the mystical, to the range in between of what is going on within our life story. So even the story of that, the final nudge from a pandemic and from a friend that are in line with some of the themes.   Scott Shute Yeah, yeah, yeah. I think that, you know, in my own life, I believe that, you know, science from the universe, whatever you want to call that thing, the divine, whatever are all around us. You know, I see signs in billboards and fortune cookies and license plates in front of me not all the time, but they'll glow. I call it the golden tongue wisdom. Like, they'll just light up and the message will just match, like something I've needed to hear.   Scott Shute And because I believe it and because I then act on some of those insights, like more of it happens. And so I believe that life happens this way. But or and if someone believes that life doesn't happen that way and there are no science and it's just the way it is, then, you know, that's how their life happens. I believe that's true to me.   Liesel Mertes I deeply resonate with that. The the receptivity and the expectation leads to a very different level of attentiveness and receiving. That's true.   Scott Shute Yeah, receiving and then action, I think, you know, so if we get a message and then we're like, I'm going to do anything, well, then I think it's less likely that we'll be, you know, that the science will show up the next time. Yeah.   Liesel Mertes Well, thank you for for sharing in The Full Body, yes, as listeners, if their interest has been piqued as they are paying attention to their life and even to this moment as they're listening and think maybe this is for me, where's the best place for them to go to get a copy?   Scott Shute Sure. Well, you can get a copy wherever books are found, Amazon and Barnes and Noble and everywhere else. I learned something new in the process, like if you have an independent bookstore that you love, you can actually buy online at bookshop.Org. And if and if you designate your local bookstore, they will get the profits from that book from online. I think that's really, really cool. I did not know that coming. If you want to know more about me or the book, you can check out my website at Scottshute.com or the fullbodyyes.com either way, or follow me on LinkedIn for kind of daily updates.   Scott Shute And where else? Oh, if you're into meditation, I'm on INSIGHT. Timer And about every two weeks I do a live event on Insight Timer where you can do a I often am talking about compassion and compassion practices, but that's another place to find me.   Liesel Mertes And Scott, as you are paying attention to your life, do you have a sense of the what next? I realized that you took a year ago and that is now out in the world. And we might think that this is your current work, which I know it's a part of your current story, but we're particularly excited about right now.   Scott Shute It's in this moment I'm first I'm giving this book some time and time and attention to breathe. I'm taking and taking a couple of months away from LinkedIn just to focus on the book release and then I'll go back. But I'd love to spend the next part of my career really diving into the operationalising of compassion, because there's there's I think that's my unique place in the world. Like I've spent time as an executive, but I've also spent time in a really deep way as a seeker and as a, you know, a cleric.   Scott Shute I'm a member of the clergy and there's not that many of us. And so I'd love to find a way in really simple and secular terms of how to bring. These divine concepts, really, of compassion and love into the workplace in a way that everybody just goes, oh yeah, like, yeah, why aren't we doing it that way?   MUSICAL TRANSITION   If you are interested in getting The Full Body Yes, finding out more about Scott and his mindfulness offerings, or even seeing some of his beautiful photos, those links are in the show notes.    Here are three key takeaways from our conversation Practice micro-compassions today.Asking a colleague about their life outside of work, connecting with a smile or small talk.  These moments of connection are incredibly powerful.  Compassion is a competitive advantage for companies, especially in today’s knowledge economy where people have options and are, as Scott noted, voting with their feet.What are you doing to create a culture where compassion, this empathy-in-action, is given and received regularly? I like how Scott broke down what compassion looks like at work.He described it as “How should I act at work if my grandma or if someone that I loved most in the world worked here?”  This is a good guiding sentiment for the day.    OUTRO   Links:   To find out more about Scott and The Full Body Yes:  https://www.scottshute.com/   Resources to Operationalize Mindfulness: From Wisdom Labs:  https://wisdomlabs.com/Mindfulness-Kit/ More on Mindful Workplaces:https://www.mindfulworkplacemovement.com/playbook    

Thank you for listening to our Finding Brave show, ranked in the Top 100 Apple Career Podcasts! “We have choices about how we show up, about the choices we make, and what we do. It’s there that we can start to listen to that deepest, highest part of ourselves. When we do, when we live in this “Full Body YES.” Then we light ourselves up and that light then reflects against everybody else’s light, and we light them up as well.” - Scott Shute Are you maximizing the time you spend doing the things you really care about? Today’s Finding Brave guest reveals how you can discover what is most important to you and why, which will set you on the path to empower yourself by zeroing in on your strengths and inner self. Scott Shute is the Head of Mindfulness and Compassion Programs at LinkedIn and has been an active advocate for customers and employees in the technology space for over 20 years, with roles ranging from sales, customer advocacy and customer service leadership. While serving as LinkedIn’s Vice President of Global Customer Operations, Scott managed a team of over 1,000 employees before switching gears to combine his long-time passions for practical leadership practices and operations experience. Scott's mission to change work from the inside out by mainstreaming mindfulness and operationalizing compassion has lent to his leadership style and allowed him to live in the intersection of the workplace and ancient wisdom practices. As Scott shares, by understanding that you have a choice to give a “Full Body YES” to what you really want, you’ll realize the amount of control you truly have in your life. The key is to realize that at all times it is your responsibility to take the reins of your life and move towards your own destiny, whatever that may look like to you. To learn more about today's guest, visit: https://www.scottshute.com/ 

The Propcast Episode 9   Title: Global Data with Robert Courteau Summary: In this episode we talk to Robert Courteau from Altus Group about Global Data   The Propcast is by Louisa Dickins, Co-Founder of LMRE the leading Global PropTech recruiter brought to you in partnership with UK PropTech Association, The UK PropTech Association is a membership organisation to drive the digital transformation of the property industry. This show will focus on connecting the Proptechs, real estate funds and VC's globally…and get everyone talking about innovation of the built environment.   About Our Host Louisa Dickins https://www.linkedin.com/in/louisa-dickins-ab065392/?originalSubdomain=uk Louisa started her career in property working at a well-known estate agency in London. Realising her people skills, she moved over to Lloyd May to pursue a career in recruitment. She now is a Director at LMRE, who are a specialist recruitment firm driven by PropTech and recruitment professionals, and Louisa oversees their 5 core areas. Louisa co-founded LMRE and provides a constructive recruitment platform to the new disruptors in real estate. Louisa is also on the board of Directors at UK PropTech Association (UKPA). About LMRE LMRE believe there is a better way to recruit. LMRE focus on a more comprehensive, client led focus delivering exceptional talent to the right place at the right time. They are passionate about the industry and passionate about people's careers. LMRE spend time with each client to become and an extension of the business, and their transparency and core values help them grow with the sector. LMRE simplify recruitment and innovate with our clients and evolve the people driven, PropTech community.   About Our Guest Robert Courteau https://www.linkedin.com/in/bobcourteau/?originalSubdomain=ca Robert Courteau is an accomplished senior executive with extensive experience in leading new business initiatives and achieving growth objectives with some of the world's foremost companies. Most recently, he was President of SAP North America, a $6 billion global market leader in enterprise application software, with other previous roles including COO of its Global Customer Operations. Prior to joining SAP, Mr. Courteau served as an Executive Vice President for EDS Corporation. He has held a number of senior management roles at Xerox Corporation, where he served as a North American Divisional Vice President and General Manager. Robert has been an active board member of numerous North American not-for-profit organizations and has served on the boards of several publicly traded organisations. Robert joined Altus Group as CEO in 2012, and has repositioned the company for growth by capitalizing on a global market opportunity for software and data solutions into the commercial real estate sector.   Resources LMRE website www.lmre.co.uk  UKPA www.ukpa.com Altus Group www.altusgroup.com Argus Enterprise https://www.altusgroup.com/argus/products/argus-enterprise/ OnSiteIQ www.onsiteiq.io   Insights from this Episode Really getting control of how you look at your business is fundamental to good governance, insight and decision making – Robert Courteau   We are trying to attract CTOs from all sorts of other industries, whether it's finance or other technology sectors, and they're now seeing the huge opportunity they have to really change the real estate world – Robert Courteau   Cloud based technology opens up the opportunity to really innovate on how you operate your business on a global basis – Robert Courteau   At the end of the day, you have to have people that are like minded about making the customer the priority as you move forward – Robert Courteau   The automation of your workflows, the improvement in the way you manage your businesses is fundamental. If you have things like straight through processing of data and information, you're going to be at a competitive advantage – Robert Courteau   The whole world is going to be driven by AI machine learning, the ability to collect data at scale and to put that data into information – Robert Courteau   Subscribe Apple | Google | Spotify | Stitcher | iHeart   Sponsors You're listening to a podcast produced by A PODCAST COMPANY. This show was made by Podcast Syndicator where we help you go from start to grow to make money with your podcast. Let us help you share your message and your voice with the world. Reach out now. Jason@apodcastcompany.com to find out more. Thank you for listening and do come back to hear more shows like this.   1) Hey, don't miss out on a free webinar! Learn about how to launch a profitable podcast in just 60 days! http://www.apodcastcompany.com/sales-page1586718105525 2) Take your podcast from idea to execution in just 6 weeks! https://www.apodcastmasterclass.com/podcast-launchpad 3) Join our Exclusive Facebook group to Make Money Podcasting: https://www.facebook.com/groups/PodcastPeople/  

James Brewer is the Director of Marketing Platforms and Global Customer Operations for Eli Lilly and Company.  Over the years, Kurt and Tim have worked with James on applying behavioral science insights to his work, and many of his colleagues’ work, at Eli Lilly. James is an avid behavioral science practitioner and also a friend. We started our discussion with James about how his views have shifted from being someone who thought the media was overhyping the pandemic, to being someone who is taking the threat from the coronavirus very seriously. This naturally integrated James’s personal story of being a life-long learner and how he approaches new information. We also discussed some of the potentially unintended consequences of the pandemic – which might include better cleanliness habits for many people – and James’ optimistic take on the future that lies on the other side of the pandemic. Links Connect with Kurt and Tim: Kurt Nelson, PhD: @WhatMotivates  e-mail: kurt@lanterngroup.com Tim Houlihan: @THoulihan  e-mail: tim@behavioralchemy.com Lantern Group: http://lanterngroup.com/ BehaviorAlchemy: https://www.behavioralchemy.com/ Behavioral Grooves: https://behavioralgrooves.com/ Weekly Grooves: https://weeklygrooves.podbean.com/ Common Biases & Heuristics: https://docs.google.com/document/d/1XHpBr0VFcaT8wIUpr-9zMIb79dFMgOVFRxIZRybiftI/edit#   General Coronavirus Info: Daily Newsletter Summarizing data from Johns Hopkins Center for Health Security: http://www.centerforhealthsecurity.org/newsroom/newsletters/e-newsletter-sign-up.html CDC: https://www.cdc.gov/coronavirus/2019-ncov/index.html Great videos on the science behind this by Dr. Peter Attia – this is the first in a series: https://www.youtube.com/watch?v=CNVhLyAlfA4 What is herd immunity? https://www.technologyreview.com/s/615375/what-is-herd-immunity-and-can-it-stop-the-coronavirus/   Coronavirus & Behavioral Science: Selected Links: The Behavioral Sice of Coronavirus: https://behavioralscientist.org/selected-links-the-behavioral-science-of-the-coronavirus-covid-19/ Why no one is reading your coronavirus email: https://edition.cnn.com/2020/03/13/opinions/coronavirus-emails-effective-messaging-rogers/index.html Handwashing can stop a virus, so why don’t we do it?: https://behavioralscientist.org/handwashing-can-stop-a-virus-so-why-dont-we-do-it-coronavirus-covid-19/ The behavioral science of handwashing: https://think.ing.com/articles/the-behavioural-science-of-hand-washing/   How we can cope or be better during this crisis: Tip Sheet from HUMU: https://humu.com/remote-nudges/ Resources for learning at home: https://fordhaminstitute.org/national/commentary/resources-learning-home-during-covid-19-school-closures?utm_source=join1440&utm_medium=email&utm_placement=etcetera   General Behavioral Science and other info related or talked about in the series: Common Biases and Heuristics: https://docs.google.com/document/d/1XHpBr0VFcaT8wIUpr-9zMIb79dFMgOVFRxIZRybiftI/edit# Jonathan Haidt – 5 Moral Foundations: https://en.wikipedia.org/wiki/Moral_foundations_theory Jürgen Klopp: https://ftw.usatoday.com/2020/03/jurgen-klopp-goes-off-on-reporter-after-being-asked-about-coronavirus-again UBI (Universal Basic Income): https://en.wikipedia.org/wiki/Basic_income 7-Minute Workout: https://www.youtube.com/watch?v=ECxYJcnvyMw 4 Drive Model: https://www.leadersbeacon.com/how-great-leaders-use-the-4-drive-model-to-impact-employee-motivation/ Universal Basic Income: https://behavioralscientist.org/checkscheckschecks-why-we-need-a-universal-basic-income-now-coronavirus/ Why we are not going back to normal: https://www.technologyreview.com/s/615370/coronavirus-pandemic-social-distancing-18-months/

Paul-Henri Ferrand is the Chief Operating Officer of Brex. Brex, the corporate card that accelerates entrepreneurs and scaling businesses, is founded by Henrique Dubugras and Pedro Franceschi, two engineers who previously founded Pagar.me, a Brazil payment processing company. Brex has raised $315M in equity and $510M in debt, and is backed by the co-founders of PayPal (Max Levchin and Peter Thiel), Y Combinator, Ribbit Capital, Greenoaks Capital, DST Global, IVP, and Carl Pascarella (former CEO of Visa). Before becoming COO of Brex, Paul-Henri was President, Global Customer Operations for Google Cloud, and before that President of Dell US. In this episode, Paul-Henri discusses why he moved from leading an enormous public company, to helping execute at a startup.  He contrasts the cultures of the various companies – Dell, Google and Brex,  and discusses what it means to “consumerize finance”.  We also discuss why immigrants (Paul-Henri is an immigrant to the US, as are with both founders of Brex) find the US so appealing, and appear to be behind some of the great Silicon Valley companies.  Finally, we discuss the importance of culture and leadership lessons learned at Dell, Google and now Brex. Brex www.brex.com Something Ventured www.somethingventured.us 

Until very recently Vadim Anikanov was the Head of Global Customer Operations at Digital Finance International, which is a member of the Finstar Financial Group. He has spent a couple of decades in various CX leadership roles and at present he is researching the effect of smart speakers on the customer experience. Vadim is particularly interested in the way that smart speakers, such as the Amazon Echo and Google Home will change and influence customer behaviour in a way that allows much greater interactivity with brands. This is an important topic for executives managing CX today because there are now hundreds of millions of these smart speakers installed in homes globally. Vadim is based between Salt Lake City and Moscow - I caught up with him at his Moscow office and asked him to explain some of his smart speaker research. Are brands taking smart speakers seriously enough? https://www.linkedin.com/in/anikanov/

Here’s a Headstart on three business headlines busy professionals need to know for Thursday, April 18th, 2019. Learn more at dailyheadstart.com See acast.com/privacy for privacy and opt-out information.

Live from PTC'19, Jaymie Scotto Cutaia interviews LightRiver's Mike Jonas, President of Global Customer Operations and Travis Ewert, Chief Operations Officer. Both join to discuss the company's latest news and exciting 2019 PTC Innovation Award nomination and win! LightRiver is the winner of the 'Best Network Intelligence Innovation' award at PTC’19 for its netFLEX® and Waves Intent Based Networking (IBN)!This show is brought to you by Talk 4 Radio (http://www.talk4radio.com/) on the Talk 4 Media Network (http://www.talk4media.com/).

Scott Shute means business when it comes to bringing your whole self to work. As the Head of Mindfulness and Compassion Programs at LinkedIn, Scott develops and delivers programs that assist in the well-being of leaders, teams, employees, and customers. On the podcast today, he shares his story of growing up as a small town kid from Kansas, with a dual capability in both engineering and the arts. Scott details his own personal experience with meditation and mindfulness practices, and how he has now made a full-time career of normalizing it and advocating for it at LinkedIn and in the larger tech and business world. We talk about compassion as a leadership quality, why it’s so important at work specifically, and how LinkedIn is leading the movement.  Scott is committed to changing work from the inside out. Key Takeaways: [10:20] Scott grew up in Kansas, and was raised to have confidence in his many abilities, both in the arts and business. This exploration of dual interests now supports him today when developing mindfulness programs as a business executive first. [16:09] As the former VP of Global Customer Operations, Scott led a very large team, and was a resource of wisdom and counsel. [22:34] The demand for Scott to share his mindfulness exercises grew in number, and he saw big success in a 30-Day Challenge when 1,600 people signed up. [32:34] Scott sees his role under the Learning Development Team at LinkedIn as it serves to develop curriculum around compassionate and conscious choices. [33:02] Since Scott comes from a business background, he has a drive for LinkedIn to be a leader in getting hard, quantitative positive results with his programs. [33:53] Scott’s new role took some getting used to. Going from a team of over 1,000 to a team of two was liberating, exciting, and uncomfortable all at once. [37:45] The same way we exercise to stay healthy, both Scott and I see mindfulness moving in the same direction. In a few years, it may not be uncommon for someone to say they are going to a mindfulness class, the same way they would to a spinning or a yoga session. [42:46] We have a free and always available meditation tool inside of us built it in — our breath. [43:18] Compassion at work is fully expressed when an individual works to serve their team, the team serves the company, and the company serves the greater good of mankind. [48:42] We are in the dawn of a new era, where success will be more about service and love, rather than just achievement and winning. Resources: Purchase Bring Your Whole Self to Work and gain access to bonus material. Mike Robbins Website Mike Robbins Podcast Mike Robbins on Facebook Mike Robbins on Twitter Mike Robbins on Instagram Scott Shute LinkedIn Wisdom 2.0 Headspace

JSA was pleased to once again welcome Mike Jonas, President of Global Customer Operations for LightRiver, onto JSA TV. This time, Mike speaks to us from TEX NYC 2018 in Hoboken, and provides updates on LightRiver Software's latest netFLEX® Software Upgrade and other news for 2018. Learn more at http://lightriver.com.This show is brought to you by Talk 4 Radio (http://www.talk4radio.com/) on the Talk 4 Media Network (http://www.talk4media.com/).

How does a company like Pinterest ensure that site viewers, brands, sponsors, and "pinners" have a great experience? Michael Krigsman, industry analyst and host of CXOTalk, speaks with Dutta Satadip, the Head of Global Customer Operations at Pinterest, about customer success.Dutta is responsible for building a scalable customer success organization that drives customer lifetime value through operations. Prior to Pinterest, he was the Director of Customer Success for the Americas region at Google.

How does a company like Pinterest ensure that site viewers, brands, sponsors, and "pinners" have a great experience? Michael Krigsman, industry analyst and host of CXOTalk, speaks with Dutta Satadip, the Head of Global Customer Operations at Pinterest, about customer success.Dutta is responsible for building a scalable customer success organization that drives customer lifetime value through operations. Prior to Pinterest, he was the Director of Customer Success for the Americas region at Google.

Scott Shute is at the heart of LinkedIn's quest to create a culture of compassionate leadership, serving as VP of Global Customer Operations and Head of Mindfulness Programs. In both of his roles, Scott is working every day to align himself, his coworkers, and the company with a deeper understanding of member needs—and human needs in general—through data analysis, intentional listening, and swift action, in order to elevate LinkedIn’s collective wisdom and impact in the world. As a mindful leader, he has cultivated his mastery of meditation and awareness from his early days farming with his family in rural Kansas to leading thousands in meditation in Silicon Valley and beyond. Here we learn about the secret driver of his work and creative pursuits, including art photography and yoga, that is also the key to our happiness—with beautiful depth and a simple application that we can all put into practice. For more information about the podcast and this week's show notes, visit www.aheadofourtime.com/lead-with-compassion.

Do women wield any real power in the boardroom? Kim Chakanetsa gets together top female executives from India and Ireland to discuss. Named one of India's most powerful women by Fortune India, Roopa Kudva has extensive experience of sitting on the board, both as a CEO and as an independent director. She currently leads the philanthropic investment firm, Omidyar Network, in India and also sits on the boards of Infosys and Tata AIA Life Insurance as an independent director. Roopa says companies should have more women on their boards for two simple reasons: 50% of their customers are women, and companies with diverse boards have been proven to perform better. Adaire Fox-Martin joined the executive board of the global software solutions company SAP in 2017, where she is one of two women. The board area she is jointly responsible for is Global Customer Operations, and she oversees the whole of Europe as well as China. Adaire describes this board area as the 'Crown Jewels of the company'. While she is not necessarily a fan of quotas per se, she says she can see that regulation and legislation can begin to effect change further down the line, and lead to an increase in the numbers of women in senior management. This in turn means that more women are now breaking through to board level. Image: (L) Adaire Fox-Martin. Credit: SAP Image and credit: (R) Roopa Kudva. Credit: Omidyar Network

Join us as Scott Shute, our VP Global Customer Operations, sits down with two New York Times–bestselling authors, Daniel Goleman and Richard Davidson, to discuss new research showing what meditation can really do for the brain. In the last twenty years, meditation and mindfulness have gone from being kind of cool to becoming an omnipresent Band-Aid for fixing everything from your weight to your relationship to your achievement level. In their new book, “Altered Traits: Science Reveals How Meditation Changes Your Mind, Brain, and Body,” Goleman and Davidson show us the truth about what meditation can really do for us, and exactly how to get the most out of it.  This is one of those rare books that has the power to change us at the deepest level.

Technology is changing our lives, and our lives are changing technology. This week, we’re in Silicon Valley with Scott Shute, VP of Global Customer Operations at LinkedIn. He shares why the right digital experience is a constant balancing act between big data and human empathy. Listen to this episode to learn: • How LinkedIn manages massive amounts of customer behavior data • How it helps developers and product managers empathize with an understand ~500M users worldwide • Why compassion is a big part of LinkedIn’s current and future digital experience

Greg Meyer is the Customer Experience Manager and listening post for Gist. His past experience includes Expedia, where he led the Agent Tools Team in Global Customer Operations supporting a world-wide Customer Service and Sales team. Prior to Expedia, Greg built and delivered e-learning content and applications for Service and Sales Representatives at T-Mobile USA. He is a start-up veteran of several early stage companies including Netegrity (now part of CA), eRoom (now part of EMC), and Allaire (now part of Adobe). In addition to his ability to translate simultaneously between English and Geek, Greg is a photographer and artist.

Greg Meyer is the Customer Experience Manager and listening post for Gist. His past experience includes Expedia, where he led the Agent Tools Team in Global Customer Operations supporting a world-wide Customer Service and Sales team. Prior to Expedia, Greg built and delivered e-learning content and applications for Service and Sales Representatives at T-Mobile USA. He is a start-up veteran of several early stage companies including Netegrity (now part of CA), eRoom (now part of EMC), and Allaire (now part of Adobe). In addition to his ability to translate simultaneously between English and Geek, Greg is a photographer and artist.