Chats With Our People

Creative Group (CG): What excites you most about your role?

Jamie (J): I love the idea of possibilities – that sense of wide-open thinking. There is so much opportunity for Performance Solutions, my area of expertise at Creative Group, to help our clients improve their businesses. Our strategic approach, our technology and our talent in combination, is unstoppable and that’s what excites me!

CG: What kinds of things do you help clients achieve?

J: Well, first I’ll just say wow because I’m meeting so many clients with bold, new business objectives. I’m talking about different companies in different industries that are coming out of the pandemic with completely new challenges. Sales are still important, or course, but I’m intrigued by the clients that are looking for ways to engage non-sales behaviors to improve their customer journey. After some deep listening to identify pain points, we use our experience and our holistic solution set to craft programs that can change stakeholder behavior and improve program ROI.

CG: What did you learn early in your career that has stayed with you today?

J: Early on, I often noticed people entering conversations – with clients or employees – with an agenda. I heard the quote, “People listen to people who listen,” and it really resonated with me. I always try to listen to what others are expressing before I respond. You know…the old “two ears, one mouth” thing. I can’t say I’m always successful (I’m a talker at heart, ha!) but I always strive to be a good listener.

CG: As a member of the Customer Experience team, how do you go about building partnerships with your clients?

Kyla (K): Relationship-building with clients comes down to a few essential elements. I engage by actively listening to their needs and following through on my commitments. I also allow space for learning and feedback, and then act on those changes for next time. Each client has unique event needs that bring new challenges and expectations – and they want to feel that I’m engaging thoughtfully on their behalf to align with their goals. These authentic connections allow my clients to be candid and connect with me on a personal level. This develops trust and strengthens our partnership which helps us align and build more successful events together.

CG: Tell us about your role at Creative Group and what has helped you succeed?

K: As the Program Manager, I’m the “quarterback.” I’m the common thread connecting my client with all the internal teams working on the program (sourcing, communications, technology, air, etc.) and all our partners (hotel, gifting, transportation, venues, etc.). There are often many moving parts and my job requires being highly detailed, creative, and engaged at every step of the way so deadlines and budget goals are met. Aside from the passion to create amazing events, being successful in this position requires anticipation, organization, and the ability to pivot. I set realistic expectations of myself and allow space for feedback, but the other critical aspect is relying on the expertise of my teammates. We cannot succeed on our own.

CG: Any advice for those just starting out in the industry?

K: Especially since the pandemic, this industry is ever evolving and every day there are new challenges. Stay curious, be open to learning, and do not be afraid to rely on the expertise of others. Bravery is understanding when you need to hit the pause button and not spin your wheels trying to accomplish a task on your own when there are many resources to support you. Often this ability to step back will bring new ideas and can create an even more amazing experience.