In this episode of Bytes and Banter, Nate Brown—Head of Education and Enablement at Metric Sherpa and co-founder of CX Accelerator—joins us to explore what it really takes to build a thriving workplace culture.
From selling postage meters to leading CX transformations, Nate reflects on the mentors, lessons, and frameworks that shaped his journey. At the center of the conversation is the idea of the "servant challenger": a leadership mindset that blends empathy with bold action to drive meaningful change.
We discuss the power of intrinsic motivation, how to measure it using tools like Total Motivation, and why aligning employee values with your brand promise is critical. Nate also shares real-world examples—from upskilling efforts at Warby Parker to leadership models from Beth Jenkins and Tanya Alvarez—showing how organizations can foster innovation and high performance by equipping people with purpose, support, and the right tools.
You’ll hear insights on balancing efficiency with human connection, building community through internal feedback loops, and why celebrating small wins can lead to big gains in team engagement.
Whether you're leading a team or looking to inspire one, this episode is full of fresh ideas and actionable strategies to elevate your workplace culture.
🔗 Learn more about the CX Accelerator community: https://cxaccelerator.com/community
Guest Bio – Nate Brown
Nate Brown is passionate about two things: customer experience and community—and he’s built his career at the intersection of both. He co-founded CX Accelerator in 2018, a vibrant online community of over 4,000 CX professionals supporting one another in building better experiences and stronger careers. Nate also leads Advisory Services at Metric Sherpa, helping organizations transform their customer interactions through strategy, alignment, and culture change.
As a CX executive and consultant, Nate has built contact centers from the ground up, led large-scale service transformations, and worked with organizations across industries including gaming, SaaS, retail, and healthcare—supporting brands like CHEP, WB Games, UL, Bosch, and BMI.
He’s the author of The Ultimate CX Primer, and has been recognized globally as a top CX thought leader by ICMI, MartechVibe, Exceeders, and Netomi. In 2023, Kustomer named him the most impactful influencer in the CX landscape.
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HDI Local Chapters is an all volunteer not-for-profit that brings Technical Support professionals together to connect, share and discuss common challenges, and learn from industry innovators and each other --- https://www.hdilocalchapters.org
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Bytes and Banter Podcast Team
Creative Producer/Host: Rocky McGuire - https://www.linkedin.com/in/rockymcguire/
Executive Producer: Terri Oropeza - https://www.linkedin.com/in/toropeza/
Associate Producer: Colleen Rush - https://www.linkedin.com/in/colleen-rush-3603241/
Associate Producer - Daniel Guinto - https://www.linkedin.com/in/daniel-guinto-7b723630/
Technical Producer: Dustin Canter - https://www.linkedin.com/in/dustincanter/
Podcast Operating System: https://www.PodTechs.com
Post-Production: https://www.PodTechs.com
Jun 25 202523 mins