Emotional intelligence isn't a soft skill; it's a strategic advantage in digital transformation. In this episode of the TomorrowZone Catalyst Podcast, host Deborah Reuben chats with Lilian Starr, Director of Operations at First Citizens Bank Equipment Finance, about reimagining customer experience, empowering teams, and fueling operational innovation through a people-first lens. Lilian introduces the story behind the N.I.C.E. Framework - Notice, Interact, Care, Execute - a deceptively simple tool she developed to bring emotional intelligence into everyday decisions. What began as a team training tool evolved into a strategic compass guiding transformation across systems, processes, and culture. Together, they explore how balancing tech with humanity leads to better outcomes, why psychological safety is the foundation of innovation, and how listening to frontline voices can unlock game-changing ideas. This episode offers practical insight for leaders ready to transform how they think about operational excellence without losing sight of the humans behind every experience. Lilian Starr is Director of Operations at First Citizens Bank Equipment Finance and a transformation-driven leader with over 25 years of experience in customer experience and operational strategy. She created the N.I.C.E. Framework -Notice, Interact, Care, Execute - to bring emotional intelligence into service and team leadership. Known for driving innovation through people-focused process improvement, Lilian leads award-winning teams and has championed automation efforts that improve service, efficiency, and engagement. As a member of the ELFA Innovation Lab Committee, she's a passionate voice for human-centered transformation and believes the future of work starts with empowering people. Connect with Us: Lilian Starr | LinkedIn First Citizens Bank Deborah Reuben | LinkedIn TomorrowZone