Help Your Learners Develop Empathy to Deliver Better Customer Experiences


Chief Revenue Officer, Rehearsal
2020 carolfahy
Partner, Zelus
2020 jennygraham
Partner, Zelus
Webinar Recording Details
  • Date and Time
    Tue, Oct 20, 2020 at 12PM Pacific / 3PM Eastern
  • Duration
    1 Hour
  • Cost
    $0 (Free)
  • Want Access?
    Register to view the recording.


Accuracy is critical to your business and empathy is the ultimate soft skill, but marrying the two skills together for learners, especially virtually, can be a challenge. By connecting these skills together in the context of the role, you can establish neural pathways that support positive customer interaction. During their 16 years in business, Zelus Consulting Group has mastered training that focuses on the hard questions, practice, and a methodology that contextualizes complex industry knowledge with empathy in a highly effective and engaging process. 

Join us to learn:
  • How to infuse soft skills into your learning curriculum 
  • The importance of delivering empathy in and how to measure soft skills training
  • How to establish neural pathways in the virtual classroom
  • How to prepare learners for their role as soon as they hit the floor

About Geoff Curless

Geoff has a professional history of quickly accelerating growth for start-up software companies and inspiring mature companies to sell strategically and with greater visionary aspirations. During his career, he has presented complex software and technologies to customers and partners in ways that promote the benefits and usability of the products and services. He has managed sales teams, key partnerships, and comprehensive sales and marketing plans for software companies serving all industries.

About Carol Fahy

Carol is a seasoned executive with over thirty years of experience in both private industry and consulting. Carol has worked with various clients to improve their operation by reducing costs, increasing revenue, and improving efficiency. Carol’s private and consultative career includes working across various industries, such as Health Insurance, Insurance Brokerage, Manufacturing, and Government. Her work has always focused on improving the member experience; especially in the contact center.
Carol is instrumental in defining and executing Zelus’ mission to guide companies in operational strategy development, implementation, learning and change management to deliver sustainable, measurable results. Carol has spent much of her career focused on the improvement of performance operationally through process change, system design and implementation, and people improvement by driving change through training, coaching, and performance management.
The Zelus approach has collaboration at its heart. Carol leads teams to work with clients to evaluate their core operations to precisely appraise business process, organizational design, and management effectiveness to develop actionable, results-oriented business outcomes.
Carol was a member of the Honors Program at Boston College and holds a Bachelor of Science in Business Administration. She is a Certified Professional in Talent Development (CPTD) from ATD.

About Jenny Graham

An expert in operational performance and excellence, Jenny has over 20 years of experience developing and implementing innovative operational strategies to improve overall business performance and utilization. Jenny leads engagements with clients in the Health Insurance and Insurance Brokerage industries. Her functional expertise includes customer service, correspondence, claims, medical management, enrollment, brokerage servicing, policy management, underwriting operations, requirements development, and information technology.

In collaboration with executives and their teams, Jenny focuses on developing strategic recommendations that positively impact the customer experience by vastly improving internal processes and management. Jenny leads instructional design teams, develops member-centric operating models, best-in-industry training, and skills development programs. In both off- and on-shore projects, Jenny has experience handling aggressive ramp up timelines including 30-day implementations.

A recognized Project Management Professional (PMP), Certified Professional in Talent Development (CPTD), and a Lectora Certified Advanced Author. Jenny was a member of the Honors Program at Babson College and holds a Bachelor of Science in Business Administration.

About Zelus
We imagine a world where every employee knows how to deliver an exceptional customer experience. 

An efficient and effective operation buoyed by the right technology drives customer satisfaction, employee satisfaction, and fuels growth. But building and maintaining this platform in today’s fast-paced world is not simple. It requires a focus on Design Thinking, Driving Adoption, and a Continuous Learning Approach. Zelus helps clients embrace and leverage these concepts to get things done!

Zelus is proud to be a woman-owned, small business focused on creating customer delight for clients through a well-balanced and sensible operational approach based on streamlined processes, engaging learning, and implementation expertise since 2004.


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