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Meet Myra

Myra Golden is one of the most trusted voices shaping how modern organizations handle high-stakes customer conversations.

A globally recognized customer experience strategist and keynote speaker, she is the architect behind the structure top brands install when conversations matter most. For more than two decades, Fortune 500 companies—including McDonald’s, Coca-Cola, Frito-Lay, Walmart, Amazon, Verizon, and NFL guest experience teams—have trusted Myra to help their teams stay calm, clear, and confidently in control.

Her work sits at the intersection of psychology, structure, and the future of AI-driven service. As organizations adopt voice AI and automation, Myra guides leaders on how to integrate technology without losing the human authority and clarity customers expect when the moment gets hard.

At the center of her work is the 3R De-escalation Method—Regulate, Redirect, Resolve—a psychology-based operating system that replaces guesswork with structure. More than 2 million professionals worldwide have learned her approach to delivering bad news, maintaining composure, and closing conversations with professional authority—whether interactions are human-led, AI-assisted, or fully automated.

Myra is also a top LinkedIn Learning instructor whose courses on emotional intelligence, call control, and de-escalation reach millions of professionals across 17+ languages, and her YouTube channel continues to grow as a destination for practical, real-world insight.

Organizations across healthcare, retail, financial services, contact centers, and government partner with Myra to reduce escalations, strengthen confidence, and install structure that holds up under pressure.

“I was very pleased with Myra’s presentation. But even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can’t wait for Monday!”
— Tim O’Laughlin, The Coca-Cola Company

Before becoming a sought-after expert in high-stakes customer conversations, Myra served as Global Head of Consumer Affairs for Thrifty Car Rental, leading complex customer recovery initiatives that earned national recognition from Travel Agent Magazine as a Top 100 Rising Star.

She holds a bachelor’s degree in psychology and a master’s degree in human relations from the University of Oklahoma.

 

Customization & Engagement!

"I appreciated all the pre-work you did to learn about McDonald’s training and operational procedures. You did a great job of customizing your training to meet our specific needs. Also, it appeared as though the entire group was completely engaged and thoroughly enjoyed the training.”

Captivating & Transcending!

“Moment of Truth” for an insurance company. The customized tools and lessons presented by Myra Golden transcended the typical ‘training class’ and was truly a professional development event. Our associates were immediately empowered to create more memorable service experiences for our customers even before the applause faded. As stated by one associate, “Myra Golden captured our attention from the moment she started to speak, until the very end! I feel privileged to have been a part of the training!”

Fun Facts About Myra

  • Her first job was at Kmart, where she witnessed a customer blow-up—and realized the urgent need for de-escalation skills.

  • At 17, she walked up to the store manager at JC Penney to complain about poor service—and confidently offered suggestions for improvement. The manager was so impressed, he offered her a job on the spot. (Customer experience instincts? Lifelong.)

  • She once ran the Disney Princess Half-Marathon, sparkly tutu and all.

  • You’ll often find her riding 30 miles a week on her Peloton, chilling with jazz or lo-fi beats.

  • She calls Tulsa, Oklahoma home, where she lives a beautifully intentional life.

  • Despite being a celebrated keynote speaker, Myra is a proud introvert. She thrives on solitude, reflection, and rituals like earthing, hiking, and moon bathing. She’s more “self-help book and sage smudge” than “cocktail hour.”

  • And here’s one we can’t resist:
    In 2022, the Jacksonville Jaguars were at the bottom of the NFL. One month after Myra trained their Guest Experience Team, they made the playoffs and won their division.
    We’re not saying Myra turned the season around, but… you decide. 😉

Trusted by Top Brands

Proven strategies trusted by global brands in healthcare, retail, government, and beyond.

Want to Bring Myra to Your Team?

If you're looking to:

  • Reduce escalations

  • Improve first-contact resolution

  • Shorten average handle time

  • Equip your team with psychological confidence tools
    Myra can help.

📩 Contact Myra to book a workshop, keynote, or enterprise partnership.


Or explore her LinkedIn Learning Course Library for on-demand training trusted by teams worldwide.