Why and how during a time like this pandemic that a firm like “Massage Envy” can be bringing in new clients to their licensed therapists, 110 Franchise locations every day across America 

Beth Stiller was promoted to CEO of Massage Envy on November 25, 2019.  She is the first female leader of the brand, the largest provider of therapeutic massage and skincare services in the U.S. collectively across its nearly 1,100 franchise locations in 49 states. 

 Beth has more than 20 years of global and domestic experience in retail, branding, merchandising, and management.  

She is a driver of retail and product innovation with a proven track record of achieving results through motivating teams and influencing positive change.   

She joined Massage Envy in 2016 as Chief Commercial Officer.   

In this previous role, she was deeply involved in all facets of commercial and operational strategies and the development and deployment of services, products, and programs to the Massage Envy franchise network.  

AMERICANS ARE RECONSIDERING INVESTING IN HIGHER EDUCATION DUE TO COVID-19. Tim Burke – Principal in Tailored Solutions – Edward Jones. An Investment Strategist giving us Tips on Savings Tools and Online Resources for Financial Literacy 

Edward Jones’ ongoing effort to increase financial literacy around topics like education savings with an in-school pilot for high school students and teachers and an at-home curriculum for families whose children are currently learning remotely is a saving factor for many Tim but eighty percent of those currently saving for an in-person, four-year college or university cited concerns that the quality of education may suffer if universities move to online learning, including access to tools and resources necessary for education (47%), lack of community aspects at school, such as sports teams, clubs and on-campus housing (35%) and required in-person lab time (31%). 

About Tim Burke

Tim Burke leads the Discovery team within Tailored Solutions and joined Edward Jones in 1999 as an equity analyst following the telecommunications industry.  

He holds a bachelor’s degree in finance and economics from the University of South Carolina and a master’s degree in finance from the University of Texas at San Antonio.  He currently serves on the Advisory Board of SouthSide Early Childhood Center. 

DELIVERING SEAMLESS CLIENT EXPERIENCES IN A CHANGING LANDSCAPE 

  Holly O’Neill, Chief Client Care Executive 

As we look forward to National Customer Service Week, it is important to understand how clients and companies are both redefining the client experience. My guest for this show is Holly O’Neill, Chief Client Care Executive, Bank of America, 

Right now, as client expectations continue to shift and face-to-face interactions are limited, it’s essential for businesses to find new ways to create positive experiences. Companies have had to pivot quickly or improve upon their existing client care models to create more meaningful and personalized experiences in order to meet clients’ changing needs. This has meant anticipating changing client needs, delivering a consistent client experience across all channels, and continuing to offer a balance of digital tools and in-person services.

• Adapt your company’s client care approach during moments of need, moving quickly and effectively 
• Create personalized solutions for each client need 
•  Incorporate digital solutions into your company’s client care strategy 
• Utilize multiple streams of feedback to listen to clients and adjust the client care strategy
   Identify and determine what clients should expect from their financial institution during this time and beyond 

ABOUT HOLLY O’NEILL 

Holly O’Neill is the Chief Client Care Executive and leads Consumer, Small Business & Wealth Management Client Care at Bank of America.  

Her team provides financial solutions to more than 66 million clients each year, with a focus on delivering exceptional and distinctive client care with each interaction.

Sarah South: 

 Sarah South, Ph.D., has served as Vice President of Laboratory Sciences at AncestryDNA, LLC since August 2016.  Previous positions have included VP, Clinical Laboratory Operations at 23andme, Associate Professor in the Department of Pathology at the University of Utah, Medical Director at ARUP Laboratories, and Laboratory Director at Lineagen. Through these positions, Sarah has focused her career on genetic technologies and the interpretation of genetic results, with a more recent focus on scaling access of genomics to a broader population.  

 Sarah received her Ph.D. from the Johns Hopkins School of Medicine in Human Genetics.  Her doctorate provided broad training in human genetics, with a research focus on the genetics of peroxisomal biogenesis disorders.  After completion of her doctorate, Sarah completed two postdoctoral fellowships, the first focused on prenatal research projects within the Department of Obstetrics and Gynecology at Johns Hopkins Hospital and the second in Clinical Laboratory Genetics at the University of Utah.   Sarah is board certified by the American Board of Medical Genetics and Genomics and participates in numerous national genetic committees and organizations.