Shawn Nason

Chief Executive Officer

We envision a world in which healthcare has no barriers.
We deliver equal access to care by connecting healthcare professionals and patients in local communities.

EX and CX are both broken.  
But it’s not because of tech or strategy.  

The real issue?  
Trust.  

Trust is the root of every experience.  
And it’s the first thing to disappear  
when leadership isn’t real.  

No title or tech can cover that up.  

Customer experience is suffering.  
Employee experience is suffering.  
And it’s not because of broken tools.  

It’s because people don’t feel safe.  
They don’t feel heard.  
They don’t feel seen.  

You can’t fix trust with a policy.  
You can’t outsource it to HR.  
You sure can’t automate it with AI.  

Yes, AI can streamline a process.  
It can help you listen better.  
But it can’t build connection.  

It won’t restore belief in your leadership.  
It won’t make your culture feel human again.  

Trust isn’t earned once.  
It’s built daily.  
Through presence, consistency, and action.  

→ Show up even when it’s messy.  
→ Speak truth before you’re ready.  
→ Lead with your values, not your fears.  

“Trust is the currency of customer experience.  
If you don’t have trust,  
you don’t have customers - or employees.”  
Blake Morgan  

Want to rebuild CX?  
Want to heal EX?  

Start with trust.  

Then bring in the tools.  
Not the other way around.  

Love & Gratitude, Shawn
Get your copy of my book: Kiss Your Dragons 🐲 here: https://lnkd.in/ddrXYDpq

#inspiration #happiness #motivation #leadership #transformation #whatinspiresme #happiness #bestadvice #cx #AI #customerexperience #innovation
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♻️ Repost to help your network.  
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Your employees aren't separate from your customers.  
They are your first ones.  

Still treating CX and EX like separate strategies?  
That mindset is the real problem.  

In 2026, your brand isn’t shaped by your ads.  
It’s shaped by your people.  

Employees carry your reputation  
long before marketing ever does.  

Think about it:  

→ If your team doesn’t feel valued,  
   your customers won’t either.  

→ If your people aren’t bought in,  
   your market never will be.  
  
“Your employees are your first customer.  
If they don’t feel the love,  
your customers won’t either.”  
Zack Hamilton  

Here’s what most leaders still miss:  

→ CX starts with EX. Period.  
→ Loyalty is an inside-out equation.  
→ Culture isn’t a line item, it’s your brand.  

Now, let’s talk AI.  

Yes, AI can speed up service.  
It can personalize outreach.  

But it can’t build belief.  
It can’t replace trust.  
It can’t teach someone to care.  

You can automate responses.  
But you can't automate belonging.  

No tool will fix a culture  
your employees don't believe in.  

Want raving fans on the outside?  
Start with advocates on the inside.  

Love & Gratitude, Shawn
Get your copy of my book: Kiss Your Dragons 🐲 here: https://lnkd.in/ddrXYDpq

#inspiration #happiness #motivation #leadership #transformation #whatinspiresme #happiness #bestadvice #cx #AI #customerexperience #innovation
_____

♻️ Repost to help your network.  
🔔 Follow Shawn Nason for actionable insights on AI, Leadership, Customer Experience.

EX and CX aren’t roles on your org chart.  
They are mirrors of your culture.  

In 2026, experience isn’t a strategy.  
It’s who you are.  

Your people don’t care about tech stacks.  
They care about how you make them feel.  

Yet most teams still ask:  
“What platform should we buy?”  

Wrong question.  

Experience isn’t found in a tool.  
It’s lived in every interaction.  

And AI won’t fix what your culture breaks.  

Sure, AI can streamline tasks.  
It can help you personalize at scale.  

But it can’t replace connection.  
It can’t lead with integrity.  
It can’t earn trust.  

“Customer experience is your brand.  
So, if you’re not intentionally creating  
remarkable experiences,  
you’re leaving it to chance.”  
Dan Gingiss, CSP  

We’ve built cultures where:  
→ CX is a checklist  
→ EX is an afterthought  
→ People are a means to an end  

That stops now.  

You don’t need a better dashboard.  
You need a better culture.  

You don’t need more automation.  
You need more humanity.  

CX and EX aren’t things you do.  
They’re the core of who you are.  

Want better journeys?  
Build better relationships.  

Love & Gratitude, Shawn
Get your copy of my book: Kiss Your Dragons 🐲 here: https://lnkd.in/ddrXYDpq

#inspiration #happiness #motivation #leadership #transformation #whatinspiresme #happiness #bestadvice #cx #AI #customerexperience #innovation
_____
♻️ Repost to help your network.  
🔔 Follow Shawn Nason for actionable insights on AI, Leadership, Customer Experience.

AI won’t fix your experience problem.  
People will.  

At CES 2026, tech is taking center stage.  
But leadership still runs the show.  

Every brand is chasing smarter tools.  
But few are asking harder questions.  

→ What happens when you scale AI  
  without scaling empathy?  

→ How do you automate  
  without losing authenticity?  

Here’s the uncomfortable truth:  
If your experience is broken,  
your leadership probably is too.  

You can’t build loyalty  
on a foundation of shortcuts.  

AI is a tool — not a savior.  
And tools don’t fix culture.  

“Technology makes things possible.  
People make things happen.”  
— Shep Hyken  

Yes, AI can enhance journeys.  
Yes, it can drive efficiency.  

But it can’t teach you to listen.  
It can’t repair trust.  
It can’t replace presence.  

Too many leaders are hiding behind tech.  
Real leadership still looks human.  

The winners in 2026?  
They’ll lead with heart and head.  

→ They’ll use AI to serve, not to shield.  
→ They’ll prioritize people over platforms.  
→ They’ll stop chasing edge and start building trust.  

Because at the end of the day:  
Empathy is your real competitive advantage.  

Your Experience Evangelist, Shawn
Get your copy of my book: Kiss Your Dragons 🐲 here: https://lnkd.in/ddrXYDpq

#inspiration #happiness #motivation #leadership #transformation #whatinspiresme #happiness #bestadvice #cx #AI #customerexperience #innovation #marketing #entrepreneurship #personalbranding #socialnetworking #socialmedia #CES2026
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♻️ Repost to help your network.  
🔔 Follow Shawn Nason for actionable insights on AI, Leadership, Customer Experience.

Swiggy

Team Lead

Quess Corp Limited

● Devising an operational strategy for effective scaling the Fops. 
● Showing a strong bias for action in getting the plans implemented in a short period of time. 
● Managing a team of 2 fleet managers as well as 1200+ delivery drivers. 
● Providing individual coaching feedback daily and weekly by keeping the focus on Cx satisfaction. 
● Planning Hiring. 
● Focus on attrition. 
● Utilisation. 
● Analyzing Demand and supply. 
● SLA management. 
● Zones Mapping. ( Area Expansion )
● Bad Order Tracking.
● Working to reduce the percentage of SDC, CDC and RDC. 
● Tracking MG,FC,Wrong Ticket defaulters. 
● Live order follows up.

Senior Fleet Manager

• Manage, coach and develop team members while utilizing the company’s IDP’s (Individual Development Plans) 
• Responsible for problem-solving projects on operations costs, fleet uptime, etc. 
• Accountable for KPI’s and project deadlines. 
• It requires critical thinking problem-solving skills. Manages direct reports to facilitate and determined countermeasures. 
• Prepares and meets with direct reports to discuss any issues encountered during the shift. 
• Facilitate both internal and cross-functional meetings and presentations with subordinates. 
• Planning and coordination with management regarding the new launching area and with the hiring of supportive functions and business expansion. 
• Preparing the queries in SQL to sharing with team members for real-time help and more efficiency. 
• Tracking the customer escalation and solving the issues on a priority basis

Senior Fleet Manager 

• Primarily responsible for managing the delivery executive fleet in the assigned hub. Ensure, on a daily basis that the delivery executive logins meet the demand against the projections for the hub.  
• Ensured that no order losses happen at the assigned hub due to operational issues. Be it a rainy day or a match day, I ensure a smooth flow of operations so that none of our customers go hungry!  
• Ensured the fleet of delivery executives are disciplined and resolve disputes, strikes or complaints that may arise at the hub, warranting an efficient and healthy work environment.  
• Provided my newly joined delivery executives with on the job training to familiarize them with all the major restaurants and customer locations, as well as usage of the Swiggy app. Equip the delivery executives with intelligence on customer trends, that will help them make better real time decisions while on delivery.  
• Ensured a flawless delivery service for our customers with special focus on real time service levels and schedule adherence
 • Ensured that the delivery executives communicate courteously with the customer by telephone as well as in person. Investigate and solve any issue that arises between the customer and the delivery executive, on the same day!  
• Meet or exceed the target for customer satisfaction rating of the delivery fleet  
• Ensured 100% compliance among delivery executives on matters like wearing Swiggy T-shirts, bags and ID cards while on delivery.  •Created good work relationships with the delivery executives, build morale, increase productivity as well as retention.

Fleet Manager

• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments. 
• Recommends potential products or services to management by collecting customer information and analyzing customer needs. 
•Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed.

Operations Executive

Shopcj.com

• Answer calls professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, are taken. Process orders, forms, and applications.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.

Customer Service Representative

Astroyogi

Sales Executive

Dedicated Senior Fleet Operations Manager and effective leader who excels at using proven methods and cutting-edge technology to successfully cut costs, streamline operations and increase productivity. Assertive and enthusiastic, with an intensive knowledge of process optimization and unsurpassed worth ethic. Ability to plan, organize and manage multiple projects and set priorities. Planning with management for launching the new areas and business expansion Provide expert level assistance and high customer appreciation of real-time problem-solving skills. 

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