Everything changed when Sandra read 'Emotional Intelligence - why it could matter more than IQ' by Daniel Goleman in 1998. The book explained how recognising and managing emotions could bring success to anyone who developed the skill.

Fast forward to present time and Sandra has:

🎓 qualified as a Goleman Emotional Intelligence coach.

❤️ weaved her knowledge and skills into her customer and employee experience consultancy over 12 years

📘 designed and delivered undergraduate and postgraduate courses, contributed to two CX books and presented an academic paper

🎤 given a TEDx talk on emotional intelligence, customer experience and remote work.

Sandra now believes that it's time for customer experience practitioners to use a new financial narrative and skills of emotional intelligence to create better results for the business and its customers.

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