Jim Rembach is a strategic and tactical adviser who specializes in using analytics for leadership, organization development, employee engagement, and customer engagement to improve customer experiences. Jim is a certified emotional intelligence practitioner, a Certified Contact Center Auditor, a Better Place to Work Certified Expert, and an Employee Retention Specialist. He holds a U.S. trademark for the Servant Teamwork leadership and organizational transformation methodology. Jim has authored nine books on contact center quality, employee engagement, customer experience, and leadership development. He is also an Advisory Board Member for Customer Value Creation International and an expert for the Customer Experience Professionals Association and host of the Fast Leader Show podcast. He is a speaker, a blogger, a vlogger, and an industry-recognized thought leader. Learn more about Rembach at www.BeyondMorale.com.