Client:
St. Luke’s Health Plan, Boise, Idaho
Leader:
Hillary Galyean, Chief Growth Officer
Program:
Thriving in Uncertainty
Challenge
Like many growth-oriented organizations, St. Luke’s Health Plan faced the universal challenge of sustaining team performance while avoiding the costly pitfalls of turnover. High-performing individuals can sometimes dominate at the expense of team dynamics, leading to resentment and eventual departures that are often reframed as “wins” for the company, and in reality create disruption and loss.
Hillary Galyean, Chief Growth Officer, recognized the risk: without investment in emotional intelligence, even the most talented teams can fracture.
Gail and Bruce Montgomery
Solution
St. Luke’s partnered with ExperienceYes to reinforce that long-term success doesn’t rest on a single “rockstar” but on an entire team aligned in purpose. Through the BRiQ™ program, Gail and Bruce introduced frameworks and tools that helped employees practice empathy, compassion, and understanding alongside technical expertise.
The training emphasized:
Recognizing both individual and collective roles in team performance.
Building cultural alignment that sustains results.
Reframing emotional intelligence from a “soft skill” to a measurable driver of success
The Results
The impact was felt quickly: harmony increased across the team, collaboration became more natural, and performance grew stronger in ways that were less about numbers and more about sustainable culture.
As Galyean put it:
“When my team is practicing empathy, compassion, and understanding alongside strong IQ, I see harmony in how we work together - and that harmony drives our success in ways that are deeply innate.”
“For any organization that values its people and wants to build lasting success, I would strongly recommend partnering with ExperienceYes. Their program is nothing short of excellent. It makes a difference.”
The outcome wasn’t just a stronger team - it was insurance against preventable turnover and the costly loss of talent.
Why it Matters
For organizations like St. Luke’s, success isn’t measured only in output or revenue. It’s measured in the stability of teams, the ability to retain top talent, and the culture that drives growth forward. Investing in emotional intelligence training created alignment, reduced risk, and positioned St. Luke’s Health Plan for lasting success.
The Results
NPS Surge
The team’s Net Promoter Score jumped from 4 to 9 in just one quarter, a clear signal of improved client trust and satisfaction.
$10M Client Retained
The client saw the change and the demonstrated commitment to the relationship. They did not issue an RFP and renewed their contract for another 3 years, avoiding a major revenue loss and solidifying the relationship for the long term.
Team Culture Rebuilt
Trust, accountability, and communication improved significantly, creating a stronger foundation for collaboration.
Sustained Change
Ongoing support ensured these shifts became part of daily operations, not a temporary fix.
As an aside, both internal and external team meetings became fun and the camaraderie and trust between internal teams and the client became palpable.
The Results
The impact was both financially significant and culturally transformative:
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Millions in Annual Savings through a modular central production facility design with improved reliability and maintainability.
Stronger Collaboration, with teams reporting increased trust, clearer communication, and faster problem-solving.
Improved Well Economics and Faster Time to Market, setting the company up for long-term growth and competitiveness.
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