You’ve Mastered the Work. Now It’s Time to Lead.
Make the shift from trusted support pro to influential CX leader. Build the confidence, presence, and strategy to lead with purpose—and finally be seen for the leader you already are.
Every lesson is built to be practical, easy to apply, and focused on helping you build a tagging strategy that works in the real world—no fluff, no filler. We use the LOOP Method, a step-by-step learning model that helps you retain and apply what you learn by guiding you through four key stages: Learn the Concept, Observe It in Action, Own the Practice, and Prove the Impact.
📒 1.1 Redefining Success: The Shift from Doing to Leading
📒 1.2 Letting Go of the Work (and the Guilt That Comes With It)
📒 1.3 Building New Habits: Focus, Feedback, and Facilitation
💼 1.4 Case Study: Mailchimp- From Doer to Strategic People Leader
✔️ 1.5 Knowledge Check
📒 2.1 Understanding Your Influence: What You Say vs. What They Hear
📒 2.2 Emotional Intelligence and Leadership Presence
📒 2.3 Navigating Self-Doubt, Burnout, and Imposter Syndrome
💼 2.4 Case Study: Calm- Leading With EQ in a High-Growth Environment
🧠 2.5 Practice Exercise: The Inner Work of Leadership
✔️ 2.6 Knowledge Check
📒 3.1 The Art of Managing Up Without People-Pleasing
📒 3.2 Coaching Your Team: From Task Managers to Problem Solvers
📒 3.3 Influence Without Authority: Cross-Functional Collaboration
💼 3.4 Case Study: Canva- Building Cross-Functional Influence Without Authority
🧠 3.5 Practice Exercise: Managing Up, Down, and Across
✔️ 3.6 Knowledge Check
📒 4.1 Becoming a Change Leader (Not Just a Messenger)
📒 4.2 Communicating Vision in a Way People Can Follow
📒 4.3 Handling Resistance Without Losing Your Cool
💼 4.4 Case Study: Shopify - Leading Through Change With Clarity and Confidence
🧠 4.5 Practice Exercise: Leading Through Change
✔️ 4.6 Knowledge Check
📒 5.1 What Motivates People (and Why It’s Not Just Recognition)
📒 5.2 Building Rituals and Rhythms That Reinforce Culture
📒 5.3 Your Leadership Strategy: From Vision to Execution
💼 5.4 Case Study: Zappos- Reinforcing Culture Through Consistent Team Rituals
🧠 5.5 Practice Exercise: Sustaining Motivation and Momentum
✔️ 5.6 Knowledge Check
📒 6.1 Your Leadership Playbook: Bringing It All Together
📖 6.2 Download Your Playbook