Simplifying Engagement: Why Less Theory and More Action Works with Dr. Sara Kyle - Founder & Principle of LE3 Solutions
Tue Feb 03 2026
Dr. Sara Kyle is the founder of LE3 Solutions, where she helps senior living organizations reimagine customer experience and resident engagement. With a background in recreation therapy and a PhD in gerontology, she blends deep academic insight with real-world operational savvy. Her work focuses on simplifying engagement strategies so that every team member can play a part—and every resident feels the impact.
Show Notes with Timestamps
[01:00] Matt introduces Dr. Sara Kyle and shares how her influence shaped his early career in senior living[03:00] Sara's journey from academia to reshaping engagement strategy in senior living[05:00] Why customer experience is about more than just residents—and why staff and families are customers too[07:30] The disconnect between satisfaction surveys and real-world experience[10:00] What "engagement" actually means—and why organizations struggle to define or measure it[13:00] The case for simplifying engagement so everyone in a community can own it[16:00] Why most engagement models fall flat in real operations[18:00] Aligning leadership, clinical, sales, and frontline teams under one experience philosophy[21:00] Sara's framework for measuring impact without a data science team[24:00] Common survey missteps that kill trust—and how to avoid them[27:00] Where overwhelmed organizations should start when rethinking experience[30:00] Why future disruption in senior living will come from the customer, not internal leadership
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Dr. Sara Kyle is the founder of LE3 Solutions, where she helps senior living organizations reimagine customer experience and resident engagement. With a background in recreation therapy and a PhD in gerontology, she blends deep academic insight with real-world operational savvy. Her work focuses on simplifying engagement strategies so that every team member can play a part—and every resident feels the impact. Show Notes with Timestamps [01:00] Matt introduces Dr. Sara Kyle and shares how her influence shaped his early career in senior living[03:00] Sara's journey from academia to reshaping engagement strategy in senior living[05:00] Why customer experience is about more than just residents—and why staff and families are customers too[07:30] The disconnect between satisfaction surveys and real-world experience[10:00] What "engagement" actually means—and why organizations struggle to define or measure it[13:00] The case for simplifying engagement so everyone in a community can own it[16:00] Why most engagement models fall flat in real operations[18:00] Aligning leadership, clinical, sales, and frontline teams under one experience philosophy[21:00] Sara's framework for measuring impact without a data science team[24:00] Common survey missteps that kill trust—and how to avoid them[27:00] Where overwhelmed organizations should start when rethinking experience[30:00] Why future disruption in senior living will come from the customer, not internal leadership