Welcome to the Finding Your EPIC® podcast.

In this episode, host Jacqueline Frost talks to Gavin Scott, customer experience expert, facilitator and leadership coach.

Having spent years working in customer service and leadership development, Gavin explains how listening became far more than simply hearing words. Through coaching customer conversations and developing leaders, he learned to recognise patterns, emotional cues and the moments that often go unnoticed.

The conversation explores why people frequently listen to respond rather than listen to understand, and how small shifts in language can dramatically change how someone feels. From acknowledging emotion before moving to solutions, to recognising the “gold dust” hidden inside conversations, Gavin shares practical insights that apply far beyond customer service.

At the heart of the episode is a powerful idea: epic listening is not about hearing more - it is about hearing differently.

To get in touch with Gavin, find him here:

uk.linkedin.com/in/gavinscottltd

Stay tuned for future episodes of the Finding Your EPIC® podcast.

Welcome to the Finding Your EPIC® podcast.

In this episode, host Jacqueline Frost talks to Mona Husemöller, Head of Affluent Proposition at NatWest.

Mona shares how a reflective mindset has shaped both her career and her view of the world. Originally from Germany and having lived and worked across multiple countries, she explains how global experiences taught her adaptability, resilience and the value of diverse perspectives.

The conversation explores Mona’s early ambition to “make the world a better place” through international politics and the United Nations, and how she later realised that impact and purpose can take many forms. From consulting and retail to senior leadership in banking, she reflects on aligning her strengths, energy and working style with the environments where she could contribute most effectively.

At the heart of the episode is the idea of “epic thinking” - not overthinking, but thinking deeply enough to question assumptions, embrace change and take intentional action.

To get in touch with Mona, find her here:

https://www.linkedin.com/in/monahusemoller/

Welcome to the Finding Your EPIC® podcast.

In this episode, host Jacqueline Frost talks to Emma Barrett, Global Strategic Marketing Director, Innovation at Solenis.

Emma explores how bringing calm into leadership can influence not just how teams perform, but how they feel at work. She shares how creating the right environment enables people to speak up, challenge ideas and contribute more openly.

She also reflects on the impact leaders have on energy within a team and why being deliberate in how you show up - especially in difficult moments - can make a meaningful difference. With a focus on clarity, empathy and measured responses, Emma highlights how calm leadership helps teams stay aligned and move forward together.

The conversation closes with the importance of creating space in the moment, and how this enables a more considered and effective response.

To get in touch with Emma, find her here:

https://www.linkedin.com/in/emma-barrett-6691b926/