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NCSA Web-Ed Series

Monthly webinars for the enrichment of customer service professionals

NCSA is pleased to offer a monthly webinar series covering diverse topics of critical importance to customer service providers worldwide, from stress management, to employee recruitment and retention, AI, and all of the latest issues in management, frontline service, HR, technology, and beyond that are most relevant to supporting customer service excellence today and tomorrow. The series will feature presentations from leading experts, followed by an opportunity for questions from webinar participants. If there is a topic you'd like us to cover, please reach out to

The NCSA Web-Ed Series takes place on the 2nd Thursday of every month at 9 am PT / 12 pm ET.

The next session of the NCSA Web-Ed Series is free and open to all participants:

Web-Ed Series, Luisa Molano

"Thriving in the Era of AI"
Luisa Molano, Certified Executive Coach, and Business Advisor
June 8, 2023, 12 p.m. ET / 9 a.m. PT


Whether we’re ready or not, the era of AI is here. There is fear and uncertainty across industries around the impact AI has already had and is predicted to have on jobs, companies, and how we live and work. Learning how to navigate this new landscape self-empoweringly is a must-have for any customer service professional.

In this webinar, you will:

  • Understand the current-state realities and future predictions of AI as it relates to the customer service industry.
  • Explore how you can navigate this new landscape powerfully.
  • Learn how to shift the fear-based thoughts about this new era into fuel for your career and teams.
  • Discover how to leverage your thinking to produce innovative problem-solving.
  • Recognize how to create more opportunities in this new era of AI.
  • Unpack three simple steps to shift from fear to presence, no matter the situation.
  • See how to leverage self-awareness to improve communication in every area of life.

Luisa Molano is a certified executive coach, author, speaker, and business advisor. She started her career in managed healthcare and then joined one of the largest staffing firms in the country. Luisa transitioned into the corporate space in 2008 but not before closing the largest search in the company’s division history through her unwavering commitment to exploring what her customer needed. She spent just over a decade in corporate HR, working for Fortune 200 and 500 companies, and has led teams from two to 52 throughout her career, serving clients at all levels. In 2017, Luisa launched her coaching and consulting practice to help founder-led companies improve inner and outer performance. She is also currently the CMO of a tech startup blending AI technologies to create a better mental wellness environment for teens and future generations. She leads and operates from the belief that extraordinary performance, in customer service or otherwise, starts from within. When an individual understands, and truly masters themselves—connections, collaborations, and commitments easily flow. She’s been building bridges between the practical and possible since she was four years old and sees it as her life’s work in this lifetime.

Luisa’s website 

Please register to receive the free Zoom link.