Sandra Thompson, Curator, Founder, CX Educator, Coach and Speaker, Ei Evolution

Sandra is a consultant in customer experience, employee experience, and she's a remote work enthusiast, which means she's learning more about it and wants to help people do it properly; so that they can achieve a better balance in life. Sandra is an educator, and she runs the Applied Customer Experience and Emotional Intelligence course in addition to hosting annual learning events like the Ei Evolution Summit featuring people like Dr Lisa Feldman Barrett and Dr Daniel Goleman. Sandra is the first Goleman Emotional Intelligence coach in the UK, and she lectures part-time at Pearson Business School in London. Sandra is a co-author of Customer Experience 3 with a chapter entitled Empathy is NOT enough; she gave her first TEDx in October 2020. Sandra is learning how to fly and loves to travel, spending a couple of months a year in places like Cuba and India. Madagascar and Sri Lanka are next on the list! Sandra is a daughter, sister, auntie, Godmother, Step-mum of sorts, and she's on a mission to help people lead healthier and happier lives.

My parents taught me.

“Ask. You don't know until you ask and if you don't ask you'll never know.”

Sandra Thompson

Sandra Thompson, LinkedIn

What is your favourite social media platform, and why?

Linkedin helps me connect with fascinating people, enables me to keep up to date with new insight, and helps me to do business across the globe. I think that TikTok could be my next fav though! 

Tell us about you and your current role or area of interest.

Goodness, my current role! Presently I'm spending a great deal of time curating an event called the Ei Evolution Summit that will reach its crescendo in October. It's all about emotion, emotional intelligence and empathy, and how these themes can make our lives better when we know more about them. We have been interviewing dozens of people from across the globe in employee, customer and remote work experience roles in the lead up to the event on 12 October. We have been finding out what these themes mean to them and how they influence our health, happiness, and others. We have some big names joining us in October, world-famous people and I'm so excited to hear what they have to say! 

I also run a few consultancy projects. These are always wide-ranging. Right now, I'm working with a data science company. I'm helping them define what it means to be customer-centric, plotting charters, outcomes, journey maps and measurement guides. They help decision-makers understand more about their patients and their medicines using some really clever tech. Another client is an online fruit and veg delivery company based in the UK. Designing and delivering some training for their contact centre staff was great fun! Finally, I've had just finished a project training charity workers based in Iraq on remote and communication skills. That was humbling and insightful. 

I worked out early in my career that people fascinate me. I'm always curious about what makes them tick, and I'm keen to learn something from them if there were the opportunity, plus to offer up some knowledge of my own if it were relevant. 

Phew. If that wasn't enough. I also lecture. I'm in the middle of marking some assessments completed by some first-year Professional Behaviour and Customer Management students at Pearson Business School. I also teach second years People Management and Leadership each Spring. 

I didn't mean to teach, but the College asked me during a meeting about a consultancy gig, and I thought I would give it a go. That was five years ago, and I still think it's a privilege. 

My current area of interest, right now, I'm curious to know how our work (what we do, how and where we do it) could change. Will we grab the opportunity to work differently and finally shake off the legacy of the industrial revolution (of having to be in one place to do our work between set hours?) and start thinking about what work means to us in the context of our lives, or will we return to the office as if the last 18 months were just a blip in our working pattern? 

What do you like about your career or area of focus?

It's interesting, and I continue to learn something new every single day. That sounds so simple, doesn't it, but it's so important to me. I have been working for myself for eleven years now, and I love the fact that I can do whatever I want. I am not tied to working hours (8-6 or 9-5), to one location (when offices were a thing), to one role working with the same people every day. While I am still in touch with many of these like-minded people from the days I was employed, I love the fact that I have a global network of colleagues now that change all of the time.

I love the choice my career affords me. In previous years I have popped to India for a couple of months with my laptop, travelled around, completed some work, taken some photos (something I am still learning how to do!), and I had some time to think. I'm also grateful for the wide-ranging experiences that crop up for me. Last year I managed to dedicate a few months to writing an academic paper which I then presented at an international conference, and I managed to study hard for a TEDx, which I really enjoyed; I've also found time to start a little Airbnb project in Cornwall where I bought an apartment and kitted it out to make it a good guest experience. The reviews have been good, and I'm delighted to be delivering a great guest experience. They say that variety is the spice of life.

What is the best advice you have ever received?

Ask. You don't know until you ask, and if you don't ask, you'll never know. My parents taught me that. When I was growing up, especially as a teenager, I was so embarrassed when they practised this. I recall one time when my mum approached an actor we'd spotted out in London, and she asked him for his autograph. I idolized this actor and wanted to disappear into a hole at the time, but now I look at that autograph occasionally and think, if she hadn't asked, I wouldn't be holding this priceless gift.

Ask. What's the worst that could happen?

What inspires you, motivates you, or helps you to move forward?

It's a bit of a cliché I'm afraid but true stories of people who have overcome adversity to do well for themselves and others. People who show determination and grit and they achieve great things. People who had challenged things that were not fair and brought justice when it was absent. For example, the story of Madam C.J. Walker, the African American washerwoman who rises from poverty to build a beauty empire and become the first female self-made millionaire. Brilliant.

I love stories of people helping one another to do better, people who give others a chance. Can you see a theme emerging here? I truly believe that every one of us has something we could be doing which lights us up. You might call it your purpose, your calling, your vibe. When we are doing this thing, we are brilliant, it feels good, and when you watch people in this state, they are inspirational.

I was especially moved when I watched the last Olympics. The emotion, determination, triumph, support and reflection I witnessed from the athletes themselves, their teams and their families and friends. This feeling will stay with me. It was extraordinary. I don't usually watch the Games, but I was glued to them this year.

What are you proud of in your life so far?

Such a great question. Can I give three answers? Nineteen years ago, I quit my comfortable job, and I went on a solo trip worldwide. No mobile, laptop, just me, my rucksack, passport, and travel journals waiting to be filled in. I had saved to buy a house, and every time I went to look at one with the intention to buy, it just didn't feel right. So, I spent that deposit money on a trip that would change my life. I met so many wonderful people, had some stomach-churning experiences (and some many more lovely ones too), and I'm looking forward to another 'gap year' in the next five years.

2 - Being part of a small team of volunteers who spent just over a week helping to redecorate an orphanage in Uganda. I was so proud of my friends and family too. When I asked them for any old toys we could take with us, the response was incredible. We spent days packing and repacking so that we could work within the luggage allowance each of us had, and in the end, the airline gave us special permission to take everything we had been given.

We were blown away, and so were the workers at the orphanage when we arrived with a van full of goodies. The situation out there was distressing and desperate at times. The children were loved, and the staff were doing everything they could for them. I'm proud that we helped in a little way. 

3 - I was invited to contribute to a book by someone I admire. He has written a couple of bestsellers, and he invited me to submit some ideas. After some changes, edits and polishing, we arrived at the final submissions. I was so proud of my final sections, and I can't wait for that book to come out! My mum would have been so proud!   

What is your preferred way to meet new people/network?

I'm split on this one. I really enjoy LinkedIn as you get to know so much about someone by reading their profile and some of their content before you decide to make the first move to contact. I also enjoy meeting people at conferences and having a good chat about what they think, what's important for them. I'm still in touch with some of the people I have met at conferences, so there must be something in that.

What skills or qualities do you feel have helped you?

Listening properly! I've only learned how to listen in the last few years, and this isn't just paying attention to what is being said. It's about watching the body language, listening for the tone of voice, the non-verbal clues and considering what is not being said.

I have solved problems, overcome challenges, built brilliant relationships and generally completed better work using this skill. Listening is underrated, and my goodness, it can make such a difference. Think about the last time someone really tuned in and listened to you. Felt great, didn't it?

What do you wish you had known when you started out?

You need to turn down the volume on your enthusiasm sometimes as some people are scared by it! Take the temperature of the situation and turn it up gradually, if appropriate. This is one thing from a list of eight, but it made a massive difference to me and to the people on the receiving end of my occasional high energy whirlwind!

Who do you most admire in business, academic or creative circles and why?

Business - Matt Watkinson, CEO of Methodical.oi and author of the Grid, because he has smashed some of the unquestioned beliefs we have had in Customer Experience. Whitney Wolfe, CEO of Bumble, because she had a brilliant business idea, persevered and smashed it.

Academic - Alain de Botton, Philosopher, author and entrepreneur, because he sees things in a refreshing way. His writing is eloquent, and he seems to command the room with his intellect and charm. I have been in his company a few times, and he has challenged my thinking. Dr Lisa Feldman Barrett, Neuroscientist, because she is questioning the science we have believed to be true for decades.

Creative - Wassily Kandinsky, Russian pioneer of abstract art, because you can see something different in his art every time you look at it, and my trip to The Hermitage in St Petersburg to see part of his collection was breathtaking. Stormzy British Rapper, because what he says and how he says it stopped me in my tracks. Technically I'm a bit too old to know his lyrics, but there it is.

Outside of your professional/work area, what hobbies or interests do you have or what other areas of your life are of real importance to you?

Travel - loads of it! It widens your perspective, helps you to grow, keeps you humble, helps you understand more about life, and it can challenge your norms.

Photography - I'm still learning how to use my cameras, but I love the opportunity to click away, grabbing a meaningful or reflective shot.

Walking - long distance and high altitude if I can, I'm going for another attempt to reach Everest Base Camp at some point. I was an hour away from Base Camp the last time I tried when I had to turn back due to altitude sickness. 

Adventure - a small group of us are taking a motorized rickshaw challenge across Sri Lanka in eighteen months time. I am learning how to fly, and I'm certainly up for some more skydiving trips when I can.

Laughing – with family, especially my nephews, my partner and his children and with friends. So good for the soul.

Has the pandemic had a positive or a negative effect on you and/or your business, and how have you managed it?

It's been a rollercoaster and a true test of my self-belief. I had a number of lovely consultancy projects lined up when the pandemic hit, and they were parked immediately. I switched to doing more teaching, and I reached out to people outside of my usual circle to see what we could conjure up. I've tried a number of ventures, some have been hugely successful, and others haven't worked out. I've realized that being adaptable, open to new ideas, getting the balance between doing things for free and charging has been the secret sauce, and I'm on a slightly different track now. I'm clearer on my purpose and what's most important to me is that I'm enjoying life!

Do you have a mentor, or have you ever mentored anyone?

I have had a mentor, and she was terrific. Our workloads have been a distraction for a while, and I expect that we'll get back in touch soon. I have mentored business people and students. As a qualified coach, I have supported people through the development of their emotional intelligence. These have been fascinating encounters, and you learn so much about yourself and the other person every time.

What advice would you have for someone looking to get into the same area of work or interests?

Create your network. Make sure that you have strong contacts before you take the leap into consultancy and before you jump have your first gig lined up if you can – it makes a big difference psychologically. When I decided to become a consultant, I was fortunate to have a strong network of people I had worked with during the previous ten years. Before I left my employment, I had my first gig lined up thanks to an opportunity presented by someone I had worked with some time before.

What do you feel is the most common reason for people failing or giving up?

Interesting question! Are people failing? I would like to challenge that. I have technically 'failed' a number of times in my career. I have chosen to see these experiences as 'punch in the face learning'. The common reason I think is not paying attention or getting too emotionally involved in something. On one occasion - I hadn't been paying attention to the learning along the way, and I was blinkered. I didn't take a step back and make a tough decision because I thought that people would think I had failed if I took it.

So, in answer to your question. I think we can often focus so much on the path that we think we should take that we miss the roads that pop up by the side, which could take us to a better place if only we trusted them. Instead, we end up at a dead-end because we didn't have the courage to take a different route. We just kept going ignoring the alternative routes. That's a bit deep, but I hope you get the point. Keep your eyes and ears open and know that there are other ways, other things to try, which will lead to even better results!

Is there a phrase, quote or a saying that you really like?

Not sure if I'm allowed to say this here, but I love "Don't be a d**k".

What companies, brands, or institutions do you like or do you think are getting it right?

There are a number of brands I really like. One is the Four Seasons Hotel Group. It would seem that their staff have high levels of emotional intelligence as they always seem to know what I need before I have told them. I have only stayed with them a handful of times, but I always leave thinking that I have been genuinely looked after!  

Another brand, which I think is the only UK based at the moment, is WildSmith. They make skincare products. I love everything about them. The provenance of their ingredients fascinate me; they send me little gifts each time I order something and personal notes on occasion. They are environmentally aware and reward me for responsible behaviour too.

The WIRED magazine makes my world rock. The topics they cover, the style of their contributing writers and the general vibe of their publication is utterly brilliant. I always learn a whole range of things from every edition. The excitement when my next edition arrives is clear for everyone in the house!

Your invitation to mention an institution is interesting. Leaving politics out of this for a moment and ignoring all of the mistakes that were made as we took steps as a Nation to understand what the Pandemic meant, I should like to mention the NHS (The national health service) here in the UK. When I went to get my first vaccination, I was blown away by the efficiency, kindness and generosity of the people involved in the process. People from all walks of life were being brought together to help others. Doctors, nurses, volunteers, students. It seemed that they were drawn together with a common purpose and what they achieved was like a campaign effort. I'm not sure that the NHS gets it right all of the time for a number of reasons, but when the chips were down, they were incredible!  

How do you define success, and what lessons have you learned so far that you could share with our audience/readership?

Success can be anything. To me, success is about making progress every day towards something that is important to me, those around me and, if possible wider society. I'm competitive, and I used to think that winning was all that mattered. When I am playing board games with my family, that thought is still alive in me, but I feel differently about this now in my work. I really want to do meaningful work (I know that there is always the less exciting parts to this work, but they are in the minority). I want to do work that will make a difference. I perceive that I have been successful if I have truly made something better or helped someone learn something valuable to them, no matter how big or small.  

One important lesson I learned recently is to do things that make you feel energized. You will do better work, and you will make more of a difference if you feel positive energy when you are doing that work. Several times in my life, I have done things I knew other people wanted me to do or followed paths that were not mine. When you know where your 'flow' is, follow it. It might seem difficult to say no to others, but I promise you that success will be easier for you to achieve when you make this choice. 

Finally, an invitation! Check out the skill of emotional intelligence. When you get stuck into it, you may find that the self-awareness and self-management you develop will help you feel better connected in your relationships, and you'll get to navigate life more easily.  

Good luck and have fun.