Creating a Brilliant Workplace
In my experience, I've found that great organizations and the experiences they provide are not by accident - they are architected to be brilliant. I started Brilliant Workplaces because I wanted to bring out the best in people and the organizations they work for, as well as what the customer experiences.
I believe that a workplace that is engaging, with good communications and effective processes can create great experiences. These experiences create loyalty, and ultimately sales. When you have an organization that centers itself around people and their needs, why go anywhere else?
At Brilliant Workplaces, it is my mission to create a more effective, efficient businesses with structured training, effective process design, and understanding customer needs.
I can help you make your workplace shine brightly.
Creating organizations where people are engaged, leaders are inspirational, processes are efficient and customers are delighted with every interaction.
This makes a Brilliant Workplace
SUZANNE HASBROUCK OLSON, MA, CCXP, CPXP
Owner and Chief Experience Architect
I've been in the customer service, experience and employee experience industry since 2008, specializing in experience strategy, voice of the customer, experience operations, team development and change management.
I hold a CCXP (Certified Customer Experience Professional) Certification from the Customer Experience Professionals Association and CPXP (Certified Patient Experience Professional) Certification from the Patient Experience Institute. In addition, I am an Authorized Partner and Certified Trainer for Everything DiSC, enabling individuals and organizations to understand their communication styles to improve teamwork, leadership and culture. In addition to working in healthcare, I owned and operated Red Shed Brewery, a family owned 10bbl farm brewery specializing in product using local NY ingredients and was awarded a $437K grant as part of NY regional economic development in 2019.
Most recently, I served as the Network Director of Patient Experience for Bassett Healthcare Network and Sr. Director of Service Excellence and Patient Experience for Bassett Medical Center in Cooperstown, NY. Prior to moving to New York, I spent 14 years at a privately held $9 billion grocery chain located in Pittsburgh, PA. In that time, I spent 8 years in Customer Experience leading organizational efforts in experience strategy development, implementing a robust Voice of Customer program, operational improvement and champion structure, and leading service and empathy culture change initiatives for 37,000 team members. Prior to customer experience, I lead organizational efforts in CRM and targeted marketing, digital and brand marketing. I have an MA in Psychology from Chatham University with a focus on Women’s negotiation and leadership, a BSBA in Business Management from the University of Arizona Eller College of Business and an Executive Education Certificate from Carnegie Mellon University.
I am currently a Town Councilperson for the Town of Otsego and served as a Board Member for the Destination Marketing Corporation of Otsego County from 2019 – 2020 and was a Board Member at the Chatham University Business and Entrepreneurship College from 2014-2016. I have spoken regionally at the NY State Craft Brewers 2019 conference on Workplace Culture and initiatives have been recognized nationally at the Press Ganey National Client Conference in 2022. I was one of the Progressive Grocer Top Women in Grocery, Rising Star 2016, Griffin Report Women of Influence in the Food Industry 2015, and was awarded the Giant Eagle Chairman Entrepreneurial Leadership and Innovation Award 2015, and Giant Eagle Team Achievement Awards 2005, 2007, 2009, and 2010.