251 - The Hidden ROI of Kindness in Business - A CX Masterclass with Ty Givens

Ty Givens, founder and CEO of CX Collective, joins Craig Andrews to break down the overlooked power of customer experience. Ty argues that customer experience isn’t just about fixing problems—it’s about preventing them. Through real-world examples, from Starbucks to five-star restaurants, Ty highlights how small touches—like empathy and initiative—can turn a moment of friction into long-term loyalty.

She shares her early career misstep that changed everything: thinking she was just an employee instead of the brand itself. That shift in mindset launched a career helping brands—from startups to Fortune 500s—reshape how they engage customers at every level.

Ty also opens up about the power of leadership that sees potential in others. A former bookstore manager changed her trajectory with one simple act of belief, reminding us that leadership isn’t always flashy—sometimes it’s about sending someone to a job fair.

This episode challenges companies in every industry to rethink how they listen, act, and lead through customer experience.

Want to learn more about Ty Givens' work? Check out their website at https://cxcollective.com.

Connect with Ty Givens on LinkedIn at https://www.linkedin.com/in/tybryantgivens/.

Think you'd be a great guest on the show? Apply at https://podcast.allies4me.com/podcast-guest/.

Want to learn more about Craig Andrew's work at allies4me? Check out his website at https://allies4me.com/.