About Me
Over the last 17 years, Beata has developed innovative customer communication tools and techniques for call centers, customer service, and frontline teams. Her programs focus on effective empathy, individual-first language, and cross-team collaboration.
My Story
Born in Kraków, Poland’s historic capital, I spent my teenage years in Central and Western Europe. When I was 19, my father’s engineering job brought my family to Atlanta, GA. I permanently moved to the U.S. in 2005, becoming an American citizen in 2011.
In 2008, I received my master’s degree in Communication Studies from the University of Miami. Since then, I’ve worked as a communication and customer service consultant, management analyst, researcher, and educator across the U.S.
I currently live in beautiful Tampa Bay with my fiancé, who's a retired NYPD detective, and our three cats: Chewy, Cloud, and Carlos.
My Education
Master’s degree in Communication Studies (University of Miami)
Certified Circuit Court Mediator in Florida
Certified Professional Life Coach
Certified Empathy Circle Facilitator
My Professional Journey
Multicultural marketing
My master’s thesis in 2008 explored how culture impacts marketing communications. I applied this expertise to my work in multicultural marketing, serving clients such as the Jewel-Osco supermarket chain and Resurrection Health Care.
After returning to Atlanta, I transitioned into brand management, primarily in the multifamily housing industry.
Empathy and listening
Early in my career, I had a realization: customers are not just representatives of specific demographics. They are unique individuals within their local communities and families.
That’s when I discovered my passion for empathy — fully and accurately understanding each customer's experience. Soon, I shifted from marketing communications to customer service — focusing on interactions between employees and their individual customers.
Customer service
In 2014, I took on the task of transforming customer experience at the D.C. Housing Authority. Over the next decade, I designed automated systems, intelligent workflows, self-service tools, and education programs — centered on empathy-based customer service. You can find testimonials from program participants here.
I worked with hundreds of frontline experts, such as call center agents, property managers, and police officers — gaining valuable insights from their experiences and observations.
Effective communication
I also developed new protocols and training to help staff communicate effectively with each customer — including persons with disabilities, individuals with neurological differences, and customers who don’t speak English fluently.
I explored various language techniques such as plain, positive, and person-first language. The result: individual-first language — which is a comprehensive method for clear and respectful communication with each customer.
Empathy-driven AI agent design
I now bring this empathy-based customer service model into AI technology.
At first, I was skeptical. How could technology ever replace the connection we share with other humans? So I applied my analytical lens to the question — and found something surprising.
Cognitive empathy is what drives exceptional customer interactions. It’s not just about being kind — it’s about fully and accurately understanding each customer’s experience. That’s where AI comes in. AI can surface detailed insights into individual customer challenges, needs, and preferences — often faster and more precisely than a human can.
When we combine AI’s insight with human connection, frontline teams gain a powerful advantage. They can respond with clarity, empathy, and precision — especially in complex and unique situations.
Conclusion: AI doesn’t replace frontline teams. It empowers them.
Today, I design AI-powered assistants to support frontline teams — enhancing their communication and empathy toolkit.
Shaping what comes next
I remain active in empathy and communication research through the Center for Plain Language and the International Listening Association (ILA). Check out my peer-reviewed article on communication with customers with neurological differences, published in Listening in Education and Training.
Follow me on LinkedIn for more insights and discussions — with notes from my journey into AI design and real-world application!
My Clients and Employers
My clients and employers have included real estate developers, property management companies, housing authorities, food manufacturers and retailers, healthcare systems, technology companies, and community organizations in Georgia, Florida, Illinois, Washington, DC, and nationwide.
District of Columbia Housing Authority
Atlanta Housing Authority
The Integral Group
Purpose Built Communities
Jewel-Osco / SuperValu
Resurrection Health Care
Asian American Resource Center
Curtius Trading
My Name
Beata
Pronunciation: [be-AH-tah]
Meaning (Latin): happy, blessed, fortunate