Your audience will laugh. Some will cry. Every one of them will leave with the words.
Myra Golden turns the hardest conversations your people have, the angry customer, the impossible return, the call that should never have reached them, into a system a room of three hundred can use the next morning. Stories first. Then the method. Then fourteen of them are on stage holding a twelve-foot pole. Retail, contact centers, healthcare, finance, and every frontline in between.
Fourteen people. One twelve-foot pole. A room that will never forget why it rose.
At her most recent keynote, nearly three hundred retail store managers watched fourteen of their peers try to lower a twelve-foot pole to the floor. It rose. It always rises. Then it came down, and the room understood presence in a way no slide could teach.
That is the shape of a Myra Golden keynote, whether the room is insurance claims leaders, bank regional managers, franchise operators, a marketing association, or a retail summit. A story you did not see coming. A moment the whole room is inside of. Then the method, taught so simply that a new hire could say it on their first week.
“You managed to captivate every single person in this room.”
An attendee, standing up during Q&A · Fabletics Retail Leadership Summit
The arc of a Myra Golden keynote
- The storyA true one, told cold. The room is leaning in before the title slide.
- Their yearTheir calendar, their customers, their inside language. They realize she did the homework.
- The poleFourteen volunteers, one twelve-foot pole, and the lesson about presence nobody forgets.
- The methodRegulate, Redirect, Resolve. Three moves, taught simply enough for a seasonal hire.
- The customer walks inLive coaching with a volunteer while the room scores the intensity from five down to one.
- The standEveryone on their feet, saying the phrases out loud until they come naturally.
- The send-offHow it goes home: the huddle plan, the toolkit page, and the words to give away.
Three things audiences talk about on the way out.
She held up a pair of their own leggings and pulled.
Before a retail summit keynote, Myra shopped the client’s stores, talked to their associates, and bought the product. On stage she stretched a pair of their leggings in front of three hundred people. Everybody’s fabric stretches. The question at Peak is whether it recovers. The room laughed, then went quiet, because every manager knew exactly which associate she meant. A store manager found her afterward and said it for everyone: that was a whole workshop in three minutes.
Whenever possible, Myra becomes her client’s customer.She ends on the story they will still be talking about at dinner.
The early stories teach the method: the return that went wrong, the call that should never have reached the floor, the manager who finally had the words. The last story is different. It is personal, true, and heart-first, with a lesson underneath it that lands somewhere deeper than a takeaway. It is the story people line up to talk to her about afterward, and the reason a room that was laughing twenty minutes earlier is quietly wiping its eyes.
Taught by the method. Moved by the story.The whole room on its feet, saying the phrases out loud.
Nobody leaves with a slide deck. They leave with three moves, Regulate, Redirect, Resolve, drilled standing up until the words come out naturally. That is the certification bar: if a second-shift hire cannot say it, it is not taught yet.
“Go home and give them away.”
The stories at the start teach the method. The story at the end is the one they never forget.
Myra builds every keynote the same way. Early on, the stories carry the content, drawn from twenty-five years on the floor and in the call center. Then, at the close, she tells one personal story. A true one. The kind with a lesson underneath it that shakes a room, and that people are still repeating to each other in the hallway.
If you have sat with Brené Brown, Zig Ziglar, or Tim Sanders, you know what it is to be moved and taught in the same breath. That is the company Myra keeps on a stage. Book her for the method. Your people will remember her for the story.
“I have never been so moved.” Jade · Store Manager, Fabletics
A perfect five at her most recent keynote. The same reaction for twenty-five years.
Thirty sessions over two days at the 2026 Fabletics Retail Leadership Summit, including the CEO, the merchandising chief, and the company’s own leadership faculty. Myra’s keynote tied for the highest-rated session of the entire summit. Below it, the people who booked her before that: financial services, insurance, franchising, banking, and associations.
“Myra delivered a relevant and powerful keynote session for our Retail Leadership Summit. Our store managers rated it a perfect 5 out of 5, and the 3R tools she left with us are exactly what our teams need heading into Holiday Peak. It was an absolute pleasure collaborating with her.”
Sherri Arnett · Sr. Talent Engagement Specialist · Fabletics
I’ve been in retail 20 years and have never had anyone break down the skill to de-escalate a situation in a way that really clicks. I’m so excited to take this back to my team!
She was clear and able to connect and inspire true outcomes. Please book her again. She was my favorite session.
Attendee comments from the summit’s post-session survey, shared with permission. First names only, at the client’s request.
Easy to work with. Impossible to forget.
Myra’s keynote was everything I was hoping for, and then some! She left our group energized and excited to get back to their stores and wow their customers. Our managers have already started to put practices in place to take their customer interactions to the next level. Her perspective and message were easy to follow, and she gave actionable items that will help our organization for years to come. She truly understands what it takes to make lasting emotional connections with customers and has a wonderfully effective way of delivering it.
One of her most impressive acts of preparation was the fact that she had done prior research on our organization so the teaching would directly relate to our company. This created a feeling that we had known Myra for years. Throughout the day, she presented useful information with a lively, upbeat style that kept us motivated. Humorous anecdotes were thrown into her lecture and lightened the mood of all who heard her.
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.
I am still receiving compliments on your polished and actionable presentation! You are a complete professional who can connect with your audience through warmth and deep knowledge. I hope to have you back again!
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 must say that the feedback from the staff regarding your presentation was ever so favorable. People found it valuable, insightful, and thought-provoking. Just what I was hoping for.
Three keynotes. One promise: the room leaves with the words.
Every keynote is rebuilt for your audience, your language, and the exact conversations your people are losing. Retail, contact centers, healthcare, financial services, insurance, utilities, government, hospitality, associations: if your people face customers, this is for them. Three starting points.
Ready for the Rush
Holiday Peak, open enrollment, tax season, storm season, back to school. Every frontline has a stretch of the year when volume doubles and tempers go with it. Myra spent eleven years in retail and twenty-five in the hardest customer conversations, and she builds this keynote around your season: your calendar, your product, your pressure points, and the 3R Conversation Control Method™ made simple enough to teach at a Saturday huddle.
The result: managers go home with three moves their newest hire can say on the busiest day of the year.
Confidence in Every Conversation
For customer service, contact center, member services, claims, patient access, and anyone who has ever been yelled at for a policy they did not write. Why the angry customer’s brain behaves the way it does (The Baby Chimp Effect™), and the three moves that bring intensity down: Regulate, Redirect, Resolve. Taught live, drilled out loud, installed in one morning.
The result: a shared language for the hardest conversations, and a team that stops dreading them.
After the Bot Fails
Ninety-two percent of consumers give an AI agent fewer than ten minutes before they want a human, and a third have to repeat themselves when they get one. The easy conversations are automated now. The ones that reach your people arrive angrier, later, and already escalated. This keynote makes the case for the human layer and gives your team the system that holds it.
The result: leaders know exactly which conversations to protect, and the people who take them know what to say.
The keynote starts weeks before she walks on stage. It does not end when she leaves.
Before
A discovery questionnaire your team completes, then discovery calls with the people who know the audience best. Myra asks for the real scenarios your people face, the exact words customers use, and your inside language, and she builds those into the keynote itself. Retail, contact center, healthcare, finance, government, associations: the process is the same, the keynote never is.
Then, whenever possible, she becomes your customer. For retail she shops the stores, talks to the associates, and learns the product down to the fabric. For contact centers she listens to recorded calls, and sometimes calls in as a customer herself. For McDonald’s she learned their training and operational procedures before she built a slide. For a retail summit she studied the client’s own leadership curriculum so the morning spoke one language. Then a story-mapping session with her creative director, and out-loud rehearsals until every transition was clean.
She also helps you fill the room: short teaser videos filmed in her studio, in your event’s name, for your email and your leadership meetings.
After
Every keynote ships with a private web page for your organization that stays up long after the event: the phrases the room learned, short huddle videos your managers can play tomorrow, practice scenarios, and the debrief questions. One client shared theirs with all 130 of its stores.
You also get the introduction script, the handout, and Myra’s promotion of your event across her own channels, where it is welcome.
The result: the words are still in use in December, not just at the applause.
The keynote lives here after she leaves.
A private page, built for your people in your language: the exact phrases the room learned, short huddle videos a manager can play tomorrow, practice scenarios, the debrief questions, and a countdown to the day that matters. It stays up for the whole organization, long after the applause.
A real client page, shown with the client’s name removed. Yours would carry your name, your scenarios, and your season.
“One of her most impressive acts of preparation was the fact that she had done prior research on our organization so the teaching would directly relate to our company.” Susan Lipe, A.V.P. and Regional Manager, Arvest Bank
Check Availability
The brands that trust her with their frontline.
She has been on the other side of the counter.
Myra Golden started at sixteen, behind a retail service desk in Tulsa, on the night a return went wrong and nobody had the words. She went on to manage call centers, train corporate teams, and serve as a corporate global head of consumer affairs before building the method she now teaches from the stage.
She is a customer service keynote speaker and de-escalation expert, the architect of the 3R Conversation Control Method™, a LinkedIn Learning instructor with 3.2 million learners, and the voice behind a YouTube channel with 114,000 subscribers, where frontline employees go to get through their hardest shifts. She films, edits, and launches from her own studio in Tulsa, which is why her virtual keynotes look like television.
What audiences remember is the stories. What their leaders remember is that the method was still in use a month later.
Everything you need, one click away.
Questions planners ask first
How long is the keynote, and can it be customized?
Forty-five to ninety minutes, and yes, every time. The discovery questionnaire and calls come first; the keynote is built from your scenarios, your language, and your season. Nothing is read off a shelf.
Does she travel, and does she do virtual?
She travels nationwide from Tulsa. Virtual keynotes are broadcast from her own studio with professional lighting, sound, and camera work, so a remote audience gets a production, not a webcam.
What does a keynote cost?
Investment begins in the five figures and includes discovery, the custom build, teaser videos, and the after-event toolkit page. Travel is billed separately. You will have a written proposal within days of the first call.
How far in advance should we book?
Myra keeps seventeen engagements a year, and most are spoken for months ahead. If you have a date in mind, send it now; early inquiries are read first.
What do you need from us on the day?
A wireless microphone, a screen for her slides, a stage she can walk, and floor space in front of it for fourteen volunteers and a twelve-foot pole. Myra brings the pole.
Staging. Myra works with a wireless microphone, her own slides, and a stage she can walk. For the pole activity she needs floor space in front of the stage for fourteen volunteers. That is the whole rider.
Promotion. When Myra keynotes, she promotes. Teaser videos for your attendees, filmed in her studio, and a mention to her own audience where it helps you fill the room.
Seventeen engagements a year. That is the whole calendar.
Myra keeps the calendar small on purpose. Every keynote gets weeks of discovery, a custom build, out-loud rehearsals, and an after-event toolkit page for your whole organization. That depth does not scale to fifty dates a year, and she will not pretend it does.
Keynote investment begins in the five figures and includes the discovery process, the custom build, the teaser videos, and the after-event toolkit page for your whole organization. Travel from Tulsa is billed separately. Early inquiries are read first.
Check Myra’s AvailabilityConfidence in Every Conversation.
