This month, Hayley Boling, MBA, COE, returns to “Gamechanger” because of her award-winning article “A Guiding Star Is Born—How Adopting a New Approach to Feedback Transformed Our Practice Culture” (July/August 2019). Her practice’s approach to finding a “new normal” during the pandemic was also transformative, so we’re changing up our usual narrative to a Q&A, inviting Boling to share in her own words.