Frequently Asked Questions

What is Elevating Everyone?

Elevating Everyone is more than the name of my consultancy. It’s a philosophy. I chose the name because, throughout my career, I’ve experienced how powerful it can be when every person in an organization feels valued and supported. Whether leading teams of thousands at Comcast/NBCUniversal or working with startups, my goal has always been to create environments where people thrive. Elevating Everyone reflects my belief that when you lift individuals—through strong leadership, a great customer experience, or a positive workplace culture—the entire organization rises with them.

Who is Doug Ward, and what is his experience in customer and employee experience?

Doug Ward is a seasoned leader with over 25 years of experience in customer-centric roles, including his tenure as Vice President of Support Excellence at Comcast/NBCUniversal. He founded Elevating Everyone to optimize workplace culture through consulting, speaking, and facilitating. Read more about Doug.

What industries does Elevating Everyone specialize in?

Elevating Everyone works with a broad spectrum of industries, each bringing unique challenges and opportunities. My background includes leading large-scale operations at Comcast/NBCUniversal, where I developed strategies for improving both customer and employee experiences in a highly competitive market. Since then, I’ve expanded my focus, partnering with organizations in technology, telecommunications, healthcare, professional services, and startups.

I help teams reduce escalations, enhance service delivery, and create memorable customer experiences in the customer service and contact center industries. In technology and startups, I guide emerging companies through scaling challenges, building strong workplace cultures, and setting up processes that support sustainable growth.

I also work with human resources and leadership development teams, offering strategies for succession planning, employee engagement, and culture transformation. My approach is adaptable, whether I’m consulting for established corporations, facilitating workshops for SHRM groups, or speaking at industry conferences.

No matter the industry, my goal is always the same: to elevate everyone by aligning leadership, culture, and operations with the organization’s long-term vision.

How does Elevating Everyone support contact center optimization?

Elevating Everyone offers a holistic approach to contact center optimization, enhancing efficiency, employee engagement, and customer satisfaction. As a former leader of large-scale operations at a major telecommunications company, I understand the complexities of managing contact centers, from frontline interactions to strategic process improvements.

1. Performance and Efficiency Improvement

I work closely with contact center leaders to analyze current workflows, identify bottlenecks, and develop strategies to reduce call volume and improve resolution times. By using real customer feedback and analytics, I help design processes that solve immediate issues and address the root causes of customer friction.

2. Employee Engagement and Retention

A well-optimized contact center is about the people behind the metrics. I help create programs that boost agent engagement, reduce turnover, and build career progression opportunities. My approach encourages a growth mindset, allowing agents and leaders to learn from experiences and continuously improve their skills.

3. Customer Experience (Cx) Enhancement

I focus on transforming the customer journey by implementing best practices in communication, empathy, and problem-solving. Whether it’s developing training programs for frontline staff, facilitating a leadership development cohort, or creating escalation strategies, my goal is to elevate every customer interaction, turning potential detractors into brand advocates.

4. Adapting to Remote and Hybrid Work Models

The shift to remote and hybrid work has transformed how contact centers operate. I help organizations adapt by building frameworks that maintain productivity and engagement regardless of employees' location. This includes implementing virtual training programs, creating digital communication strategies, and fostering a sense of community among remote agents. My approach ensures that the culture and operational excellence of the contact center remain strong, whether employees are on-site or working from home. Read Doug's Work-from-Home Story.

5. Measuring Success

I establish key performance indicators (KPIs) tailored to each organization’s goals to ensure lasting impact. Regular assessments help track progress, allowing leaders to make data-driven decisions that continuously refine and improve contact center performance.

Whether your contact center struggles with high turnover, efficiency challenges, or adapting to a remote environment, Elevating Everyone offers strategies that drive operational success and create a workplace where employees and customers feel valued.

What is your approach?

At Elevating Everyone, my approach is built on three foundational pillars: Customer Experience (Cx), Employee Experience (Ex), and Operational Impact. These pillars are not standalone concepts but interwoven strategies that drive meaningful change and measurable organizational success.

1. Customer Experience (Cx)

A strong customer experience is a powerful differentiator in today’s market. I focus on designing and implementing strategies that enhance every touchpoint of the customer journey. My approach goes beyond surface-level fixes. I dig into analytics, customer feedback, and service trends to uncover hidden pain points and opportunities. By identifying and addressing break points in the customer experience, I’ve led initiatives that reduced repeat escalations and shortened resolution times.

When customer experience improves, so do loyalty, brand reputation, and bottom-line results. I aim to help organizations meet and exceed customer expectations, turning satisfied customers into advocates.

2. Employee Experience (Ex)

An exceptional customer experience starts with a positive employee experience. When employees feel valued, supported, and connected to a larger purpose, they naturally deliver better customer service. My strategies focus on building a culture of psychological safety, fostering professional development, and creating clear career progression opportunities.

Through leadership coaching, succession planning, and tailored development programs, I help organizations cultivate engaged, resilient teams. These efforts lead to higher retention, improved performance, and a work environment where people thrive.

3. Operational Impact

Operational impact is where strategy meets execution. It’s about aligning processes, technology, and people to achieve tangible business outcomes. I analyze workflows, identify inefficiencies, and create streamlined processes that enhance productivity and reduce costs. Whether it’s optimizing a contact center, implementing a new customer service model, or facilitating a significant change management initiative, I focus on building systems that support sustainable growth.

Operational impact also involves setting and measuring key performance indicators (KPIs) to track progress. I ensure that the changes made are not just temporary wins but lead to lasting improvements that support the organization’s strategic goals.

Bringing It All Together

The magic happens when these three pillars work in harmony. Elevating Everyone’s approach ensures that every operational decision considers customer and employee experiences, leading to continuous improvement and growth. Focusing on Cx, Ex, and operational impact, I help organizations create environments where employees are motivated, customers are delighted, and operational efficiency drives success.

How can I contact you?

By phone: 843-259-2055

By email: doug.ward@elevatingeveryone.com

Contact us here.

We are always happy to answer your questions or have a discussion!

Beyond traditional consulting, how can Elevating Everyone engage with my team or organization?

At Elevating Everyone, consulting is just one part of how I support organizations. My services also extend to facilitating workshops, leading training sessions, and speaking at conferences—each designed to elevate customer experience (Cx) and employee experience (Ex) while driving operational impact.

1. Facilitating Training and Development Sessions

I offer tailored training sessions for both frontline employees and leadership teams. These sessions range from short, impactful virtual workshops lasting a few hours to immersive, multi-day onsite programs. I focus on practical, real-world strategies that employees can apply immediately. Whether enhancing customer service skills, building stronger leadership capabilities, or navigating change management, my sessions are interactive and outcome-focused.

2. Leadership Development Programs

Leadership development is critical for building strong, resilient organizations. I design and deliver sessions that help leaders at all levels develop crucial skills, from emotional intelligence and communication to strategic thinking and succession planning. A core element of these programs is encouraging leaders and showing them how to grow through real-world experiences and thoughtful reflection.

3. Guest Speaking at Conferences and Events

I am a frequent guest speaker at conferences, workshops, and industry events. I bring a fresh perspective to leadership development, creating positive workplace cultures, enhancing customer experiences, and building operational excellence. My speaking style is engaging and practical, offering audiences ideas and actionable steps they can take back to their organizations.

4. Custom Workshops and Team-Building Sessions

I create custom workshops and team-building activities tailored to specific organizational needs. These sessions can focus on challenges such as improving team dynamics, fostering innovation, or developing problem-solving skills. My facilitation approach encourages open dialogue and collaboration, helping teams connect and align with organizational goals.

5. Change Management and Cultural Transformation

Beyond training and speaking, I also support organizations through change management initiatives. I guide teams through transitions—whether introducing new systems, rolling out new policies, or evolving company culture—ensuring that employees manage and embrace change at all levels.

My goal in every engagement is to create an experience that is not only informative but transformative. Whether a single session or a long-term partnership, Elevating Everyone provides the tools, strategies, and insights needed to help organizations thrive.