“Connect with people as humans, get to know them a little bit personally, so that you have a connection, so that when times become tough and you've got to challenge them, they feel like they're in a safe zone to do that,” says Holly O’Neill in our recent LinkedIn Live conversation. She and I discuss CX consistency, accountability and metrics, and leadership bravery. Holly’s extensive career at Bank of America spans more than 20 years, which has allowed her to refine her strategic thinking in terms of understanding the big picture then digging into the important details.