Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.
S4 E22 · Fri, February 21, 2025
The 1942 film, Casablanca, is one of the most loved films in history. Humphrey Bogart’s character, Rick is a cynical American expat and club owner, while Claude Rains is the corrupt Captain Louis Renault. Cooperation is not what either had in mind in this scene, but when the police arrive after Rick shoots Major Strasser dead, Louis decides to be of service to Rick by telling the arriving policemen to “round up the usual suspects.” What was so important to Rick that he would resort to murdering a Nazi officer in the Vichy-controlled city of Casablanca? Only overcoming his own bitterness and helping his ex-lover and her husband escape the Nazis. As the movie closes, it seems both Rick and Louis may be headed toward friendship and even greater service in rebelling against the Nazis. Helping people is part of our nature, despite what some narratives would have you think, says Neal Woodson. His most recent book explores compassion, the true nature of service, and how they are critical to building great businesses. We discuss: • Reframing Human Nature• The Science of Helping Others• Understanding Compassion vs. Empathy• The Purpose of Business• The Power of Modeling Behavior• Influencing Change from the Ground Up• A Call to ActionConnect with Neal on LinkedIn – https://www.linkedin.com/in/nealwoodson/ Neal’s Books – https://nealwoodson.net/books-2/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E21 · Fri, February 14, 2025
While Detroit claimed “Hitsville, USA” at Motown Records, Memphis claimed “Soulsville, USA” at Stax Records. Stax was a scrappy startup that set up shop in an old movie theater and blended emerging R&B styles into the “Memphis Sound” of soul music. And the story of Stax Records can’t be told without Otis Redding. “Security” was the last of four successful singles off his first album, Pain in My Heart. It’s a tight, upbeat departure from the more famous ballads he’s known for like “These Arms of Mine” and “Sittin’ On (The Dock of the Bay)”. Otis was singing about personal security, but lyrics like, “without it, I had a great loss” will resonate with the scrappy startups in the SaaS world for very different reasons. For startups in the healthcare space, that security is even more critical. Memphis native Jordan Hooker has led support through Series A to Series D, with exponential growth in customers and ticket volume. He joins to discuss the unique aspects of Support in startups, especially those focused on healthcare technology. We discuss: • The Startup Landscape• The Role of Technology in Healthcare• Challenges of Technology Reliance• Data Protection and Security• Navigating Challenges in Startup Support• Innovative Transformations in Patient CareConnect with Jordan on LinkedIn – https://www.linkedin.com/in/jordanhooker/ Table Service Podcast - https://www.youtube.com/@Table_Service_Podcast Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E20 · Fri, February 07, 2025
Have you ever misheard something in a song or maybe a movie only to later learn what was actually being said? While Pooh and Eeyore aren’t typically hard of hearing, they certainly mistook Owl’s intent in this scene from the 2011 animated film, Winnie the Pooh. Today, you can watch this film with captions and in doing so, it’s very obvious that Owl says “issue” rather than “achoo” because you can read it in the captions. Captions are an example of one way to make media more accessible. Digital accessibility features like captions are no longer a “nice to have” for businesses. Between legislation efforts and the sheer spending power of potential customers identifying as having a disability, creating content that’s accessible is a key component of customer experience and customer-centric design. Kelly Thibodeau, founder of Squarely Accessible, joins from Winnipeg, Manitoba to discuss how and why accessibility should be part of your company’s DNA. We discuss: • Understanding Digital Accessibility• The Importance of Accessibility in Everyday Life• Legislation and Standards for Digital Accessibility• Common Misconceptions About Accessibility• The Business Case for Accessibility• The Intersection of CX and Accessibility Connect with Kelly on LinkedIn – https://www.linkedin.com/in/kthibodeau/ Squarely Accessible – https://squarelyaccessible.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E19 · Fri, January 31, 2025
Mad Men was a study in identities – of characters and of brands. Don Draper, played by John Hamm, is a master of fabrications and storytelling. He understands what motivates Americans of the time even if he doesn’t understand himself. The show explores the brand strategy behind some of the most iconic brands and in this scene, he even discusses a still prevalent strategy of driving sales – the coupon. But Rachel Menkin, played by Maggie Siff, wants more for her brand. She wants the kind of emotive loyalty enjoyed by Chanel. It’s the kind of loyalty that buoys sales without transactional loyalty programs. Chris Gillen, the CEO of A Closer Look, understands that emotive loyalty transcends price schemes and loyalty programs. But long-established brands are failing to connect with younger generations and rapidly changing customer expectations. He joins the show to discuss how brands can (and must) adapt while illustrating the fate of brands that failed to do so. We discuss: • The Evolution of Customer Experience Research • Understanding Emotive Loyalty in the New Consumer • The Invisible Gap in Brand Perception • The Impact of Availability on Brand Perception • The Shift in Consumer Expectations • The Future of Retail • The Value of Frontline Workers Connect with Chris on LinkedIn – https://www.linkedin.com/in/chrisgillen/ A Closer Look – https://a-closer-look.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E18 · Fri, January 24, 2025
Kanye West’s 2007 hit, Stronger, paraphrased Friedrich Nietzsche’s maxim, “What does not kill me makes me stronger.” The idea is that the trials, tribulations, and challenges we face in life help us grow. It’s a rallying cry used by many in the face of difficult circumstances. A closer reading within context, however, opens the door to different interpretations. Regardless of how you interpret Nietzsche, most business leaders would tell you that creating stronger employees isn’t just about challenging them – it’s also about celebrating and empowering them. Ian Storm joins the show to discuss Workforce Engagement strategies that help build high-performing contact center teams. How would he interpret this Nietzsche quote? Well, he is a long-suffering Buffalo Bills fan, so do with that as you will. We discuss: • The Intersection of Sports and Employee Experience • Changing Perceptions of Contact Center Work • The Balance of Performance and Support • AI's Role in the Future of Work • The Importance of Trust in Team Dynamics • Modeling Desired Behaviors in Leadership • Forecasting the Future: Bills vs. Chiefs in the AFC Title Game Connect with Ian on LinkedIn – https://www.linkedin.com/in/ian-storm/ Aspect – https://www.aspect.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E17 · Fri, January 17, 2025
When Centauri whisks away Alex Rogan to defend the frontier against Xur and the Ko-Dan Armada in 1984’s The Last Starfighter, he leaves behind his assistant, Beta, to act as a doppelgänger proxy for Alex while he’s away. Beta is a simuloid designed to take the form of a person and act as a stand in for that person. Proxies like Beta are the stuff of science fiction. But artificial intelligence advances have led to proxies of another kind – the kind that do mundane tasks for us like cancel subscriptions to streaming services or shop for homeowner’s insurance quotes. John Walter discovered just how much these proxies are inundating contact centers and decided to do something about it. And his vision for the future will change some aspects of CX as we know it. We discuss: • The Future of Consumer Interactions with Brands • Legal Implications of AI Proxies • Consumer Demand for Proxy Services • Ensuring Security and Compliance in Proxy Services • Changing Customer Retention Strategies • Personalization vs. Privacy Concerns • How AI is Disrupting Search Connect with John on LinkedIn – https://www.linkedin.com/in/jowalter/ Contact Center AI Association – https://ccaia.org ProxyLink – https://proxylink.co Using Voice AI to Get an Insurance Quote – https://youtu.be/NN80Qnc6Ivk Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E16 · Fri, January 10, 2025
In 1962, The King of Rock ‘n’ Roll, Elvis Presley topped multiple charts with Return to Sender, a song about a heartbroken man whose mail to the object of his love is always returned unopened. Over 60 years later, the concept of a handwritten apology sent via mail probably seems foreign when we have access to Snapchat, Whatsapp, and Messenger, among many other communication options. But January is the beginning of tax season in the US. W2s delivered by mail are still fairly common for small businesses. But when ex-employees haven’t updated their address with their former employers, those W2s are often undeliverable and come back echoing Elvis’s words, Return to Sender, Address Unknown. Nathan Muniz, owner of a few small businesses, has experienced this and the aftermath many times. We discuss: • The No Call No Show Phenomenon • Employee Turnover and Asset Recovery • Cultural Differences in Business Operations in the Philippines • Gig Economy Impacts • Navigating Disruption in the BPO Industry • The Impact of AI on Contact Centers • The Challenges of Over-Reliance on Technology Connect with Nathan on LinkedIn – https://www.linkedin.com/in/247seretary/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E15 · Fri, January 03, 2025
Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from the past year. It’s awfully hard to pick favorites from over 50 guests I hosted in 2024. Each episode was wonderful in its own way. This episode features great moments from Kent Morita, Stacy Sherman, Sarah Hatter, Luke Jamieson, Sarah Caminiti, Lindsay Haun, Matt Beran, Amas Tenumah, Jarad Haggard, Tony Won, and Justin Robbins.
S4 E14 · Fri, December 27, 2024
In 2011, Game of Thrones took the world by storm. Ned Stark, played by Sean Bean, is the head of House Stark, the ruling family of the North. In this scene, we first hear the phrase, “Winter is coming,” the motto of House of Stark. The phrase was used so often that it’s taken on a life of its own, even spawning many popular memes. Simply put, it’s a warning to be prepared for harsh and unpredictable times ahead. If you’ve ever been to Minnesota in the dead of winter, you understand exactly how harsh and unpredictable mother nature can be. This month, the Minneapolis-St. Paul, Minnesota metro received 5-8 inches of snow in a single day which ground Minneapolis-St. Paul Airport to a stop causing delays and cancellations. While no one is impacted more than the travelers themselves, a close second are those supporting the travelers at airline customer service centers. Jeremy Hyde, Sr. Director of Customer Service at Minneapolis-based Sun County Airlines, joins me to discuss how they brace themselves for the coming of winter. We discuss: • The impact of weather on contact center volumes • The role and limitations of self-service channels • How stress impacts customer channel choice • How company culture drives agent morale • How to deal with seasonal volume shifts • Why regional work from home is a strategic advantage Connect with Jeremy on LinkedIn – https://www.linkedin.com/in/hydej/ Sun Country Airlines – https://suncountry.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E13 · Fri, December 20, 2024
The 1984 video for Magic by the Cars featured a wild cast of characters who rush to surround a backyard pool. Why? Lead singer Ric Ocasek walks on water while singing about how the feeling of being close with someone can be like magic. The entire crowd is fixated on Ocasek throughout the video, even after he leaves the water and walks around the pool’s perimeter. It’s the kind of attention that any brand would love to have. But if you’ve ever been to a tradeshow, you know that most brands barely get the time of day from attendees, even if they’ve paid enormous sums of money to have their logo splashed all over tradeshow swag. But what if a brand brought along someone who could fixate the crowd like Ric Ocasek? While I didn’t ask him to sing, this week, I did talk with magician and infotainer, Anders Boulanger. His company, Engagify, specializes in driving brand engagement at tradeshows. We discuss: • The Art of Infotainment • Engagement versus Awareness • The Power of Emotion in Decision-Making • Crafting Compelling Stories • Cheat Codes for Engagement • Engaging in a Virtual World Connect with Anders on LinkedIn – https://www.linkedin.com/in/andersboulanger/ Engagify – https://engagify.ai/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E12 · Fri, December 13, 2024
In 1981, Billy Idol left his previous band, Generation X, and went solo. His first single was Dancing with Myself, a remix of a UK flop single he’d recorded with Generation X. But by changing the mix to accentuate the vocals and percussion, the new version was perfect for the newly launched MTV. He became one of the first rockstars popularized on the new channel. Dancing with Myself explored a lack of human connection. As Idol told Rolling Stone, “The song really is about people being in a disenfranchised world where they’re left bereft, dancing with their own reflections.” Employees everywhere feel like they’re disenfranchised and dancing with themselves when their leadership is impersonal and ineffective. Jevon Wooden is on a mission to change that. We discuss: • Jevon’s transition out of Information Security • Lessons from Military Leadership • Connecting with Diverse Teams • The Importance of Human Connection • Building Trust • High Performance vs. Toxic Culture Connect with Jevon on LinkedIn – https://www.linkedin.com/in/jevonwooden/ Brightmind Consulting – https://brightmindconsultinggroup.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E11 · Fri, December 06, 2024
Perhaps the most challenging part of being a founder of a company is dealing with growth. Anne Hathaway’s character, Jules, in the 2015 film, The Intern, grapples with the consequences of her company’s growth and the struggle to let go of certain aspects of the business. Finding the right fit for any job is a challenge – one we’ve recently explored on this show. But finding the right fit for leadership roles in a small, but growing company presents even more challenges. While Corey Harlock may not have Bobby DeNiro on speed dial to step in as your new CEO, he is absolutely prepared to help you find the right fit for your company’s needs. We discuss: • Common Hiring Mistakes and Their Impact • Understanding Fractional Roles • When to Hire at the Executive Level • Navigating Leadership Changes • Understanding Organizational Structure • Assessing Company Culture • Streamlining the Hiring Process Connect with Corey on LinkedIn – https://www.linkedin.com/in/coreyharlock/ KeyHire Solutions – https://keyhire.solutions/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E10 · Fri, November 29, 2024
Perhaps no person loved Thanksgiving more than John Madden. After serving 10 seasons as the head coach of the NFL’s Oakland Raiders, Madden began the part of his career that led him to be the most recognizable name in football. As the color commentator for NFL broadcasts for the next 30 years, Madden’s love of Thanksgiving popularized the “Turducken,” a deboned chicken stuffed into a deboned duck, stuffed into a deboned turkey. Following his death, the NFL now honors Madden every Thanksgiving. The entire tripleheader of games is dubbed the "John Madden Thanksgiving Celebration." Despite winning the Raiders’ first Superbowl, never having a losing season, and having the most wins in Raiders franchise history, he is better known as the mind and voice behind the Madden NFL video game franchise. Instead of simply drawing up plays during broadcasts, he helped generations learn about football and how to use progressively more complex playbooks through gameplay. This week, we talk turkey, playbooks, CX, and football with friend of the show and Raider fan, Andrew Rios. We discuss: • Thanksgiving Traditions • Assessing Team Dynamics and Experience • Balancing Work and Family During the Holidays • Gratitude and the Importance of Frontline Workers • Team Member Development • The Value of Tough Conversations Connect with Andrew on LinkedIn – https://www.linkedin.com/in/riosa/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E9 · Fri, November 22, 2024
Very few interviews will ever resemble the one Winston Zeddmore went through in the 1984 classic, Ghostbusters. Hired on the spot as the 4th Ghostbuster, Zeddmore, played by Ernie Hudson, was desperate and so were the Ghostbusters. Annie Potts, playing Janine Melnitz, performed perhaps the strangest and shortest first interview ever. Within a minute, Zeddmore was hired by Dan Aykroyd’s Ray Stantz with a simple introduction. He ended up being an ideal addition to the team. For those who are hiring and those looking to get hired, they know it won’t happen like this. It’s harder to find a job today and it’s increasingly challenging to find, hire, and retain the right people for your organization. I dig into the state of HR today with Tim Glowa, the CEO of HRbrain.ai, to understand these challenges and how companies and job seekers can overcome them. We discuss: • The evolution of HR Post-Pandemic • Challenges in Job Applications and Recruitment • The critical nature of company culture • Employee development and career advancement • The role of technology in job matching • Understanding employee turnover • Finding the right fit for both job seekers and employers Connect with Tim on LinkedIn – https://www.linkedin.com/in/timglowa/ HRbrain – https://hrbrain.ai/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E8 · Fri, November 15, 2024
Rock Hudson gives Elizabeth Taylor a foodie lesson in 1956’s Giant about the origin of barbeque. Barbacoa de Cabeza isn’t a dish that most would immediately think of as “barbeque” today, but the cooking technique is certainly replicated for many kinds of common barbeque. Spanish explorers learned that technique on the island of Hispaniola and brought it with them to mainland America. Today, whether you prefer Kansas City, Texas, Carolina, or Memphis barbeque, they all have one thing in common – cooking meat “low and slow” over and indirect flame. During one of the first conversations I had with Justin Robbins in person, we talked about barbeque, bourbon, and CX. In this episode, I pick Justin’s “cabeza” about all those things and more! We discuss: • Change Management • Voice of Customer programs • Delivering unapologetically unique experiences • Understanding customer feedback • What barbeque can teach us about Customer Experience • Reflective and Predictive measures Connect with Justin on LinkedIn – https://www.linkedin.com/in/justinmrobbins/ Metric Sherpa – https://metricsherpa.com/ Justin’s article on Change Management – https://www.icmi.com/resources/2024/the-broken-approach-to-contact-center-management Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E7 · Fri, November 08, 2024
For many, the 1983 film, WarGames, was an introduction into the world of hacking. Mathew Broderick hacks into a military central computer to play a game not realizing the explosive consequences. The Cold War era fear of launching a nuclear arsenal to begin World War III was purposeful hyperbole at the time. But the supercomputer named WOPR that talked in natural language and learned as it went doesn’t seem so hyperbolic today. Hacking into government computer systems, or any system for that matter, happens with regularity these days and AI has only enhanced the ease of gaining access. Just about every system that controls anything of consequence is under constant threat, says Joshua Wathen. As the COO of Triad InfoSec, he’s the perfect guest to discuss the current state of cybersecurity and what businesses should be doing to protect themselves and their customers. We discuss: • Understanding cybersecurity threats • The Dark Web • The rise of AI in cybersecurity threats • Implementation challenges • Why vendor security is critical • The role of leadership in cybersecurity Connect with Joshua on LinkedIn – https://www.linkedin.com/in/joshua-wathen/ Triad Infosec – https://www.triadinfosec.io/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E6 · Fri, November 01, 2024
When Jenny tells Forest Gump to run, well, that’s what he does. But he didn’t just run. He became an All-American kick returner for Bear Bryant’s University of Alabama football team. Later in this 1994 film, Forest runs across the country at least 4 times, inspiring a following that runs with him over the course of over 3 years, 2 months, 14 days, and 16 hours. But despite his love of running, even Forest got burnt out. Doing the same thing for years can wear on a person. Conor Pendergrast started running years ago. But his diversification into becoming a triathlete gave him new insights into the importance of diversification, community, gamification, and more. He joins the show to explore lessons that apply to athletics as well as work. We discuss: • The importance of community • A key component to achieving goals • The critical nature of recovery • The advantages and limits of gamification • The role of culture in success Connect with Conor on LinkedIn – https://www.linkedin.com/in/conorpendergrast/ Conor’s Newsletter – https://www.customersuccess.cx/newsletter Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E5 · Fri, October 25, 2024
The 2019 film, Automation, is bad. It has a poorly written screenplay and awful acting. The worst part of the movie is probably the special effects. For a movie about automation, you’d think they would have used better tools. They could have used Autodesk’s Design and Make Platform to put out something more than a guy in a robot suit but instead, we got practical effects that are rather embarrassing. The Next in Queue TL;DR review: Not enough automation in Automation. Perhaps Chafik Abdellaoui’s team at Autodesk has already reached out to the filmmakers – you’ll have to ask him. I asked him about the future of contact centers and I can sum up his response in two words: more automation. We discuss: • The longstanding place of automation in contact centers • How AI and LLMs are changing the landscape of customer service • How data integrity impacts the usage of bots • Why automation may not reduce the need for human agents • How accountability impacts the deployment of AI solutions Connect with Chafik on LinkedIn – https://www.linkedin.com/in/chafikabdellaoui/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E4 · Fri, October 18, 2024
The Big Bang Theory touched on all kinds of nerd culture, including Role Playing Games, known as RPGs. RPGs can be tabletop games like Dungeons and Dragons or Massively Multiplayer Online games known as MMOs or specifically, MMORPGs. Many RPGs share some specific basics – you create a character that has a specific role, backstory, and specific attributes or skills. Those attributes can be enhanced during gameplay through experience and achievements. In some cases, you can attain specific items like the Sword of Azeroth which grants you a new title. These games also typically involve more complex character development than what is found in other types of games. Tony Won imagined using many of the mechanics of RPGs in agent development. Then he rolled the dice and implemented it within his company, Player Support. We discuss: • The challenges of evolving a solopreneur model into a business with employees • Challenges of dealing with foreign bureaucracies • How cultural differences can impact business operations • How he’s using an RPG framework to inspire employees • Keys to managing a startup in any country Connect with Tony on LinkedIn – https://www.linkedin.com/in/tonywon1980/ Player Support – www.playersupport.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E2 · Fri, October 11, 2024
The medical drama, New Amsterdam, features Dr. Max Goodwin as the new Medical Director for one America’s oldest public hospitals. Max strives to do something that seems oddly revolutionary – put patients first. Among his first acts to impact patient experience are to eliminate the Emergency Department waiting room and to bring healthy food into the hospital. Throughout the series, he attempts radical changes to help patients have better experiences in the hospital and better health outcomes. But improving patient experience doesn’t have to start with firing entire departments or upending every single process in a hospital. In fact, it begins with simply with how patients are treated by healthcare professionals. Communication and empathy are building blocks to a better patient experience, says Dr. Rachel Hitt. And as the Medical Director of Patient Experience for the Tufts Medical Integrated Network, she’s championing a different approach to patient relationships. We discuss: • Why the relationship with patients is crucial in medicine • How business practices often create barriers in healthcare • How technology can both help and hinder patient interactions • The essential skill to delivering difficult news • How active listening can improve patient outcomes Connect with Rachel on LinkedIn – https://www.linkedin.com/in/rachel-hitt/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E2 · Fri, October 04, 2024
The video for the 2005 hit, “Dirty Little Secret” by the All-American Rejects featured a montage of people holding up post cards sharing their own “dirty little secrets.” Secrets seem to be part of the human condition, and they’re not limited to individuals. Industries, companies, and functions within companies all have their own dirty little secrets. Sometimes, those secrets are simply a result of a problem without a solution. One function of companies that has long held a dirty little secret is corporate training. It was a problem without a solution. But recently, a solution has emerged and Casey Denby is here to bring the secret out into the open and talk about how to solve the problem with technology. We discuss: • The dirty little secret of training programs • The most important component of skill development • The reason contact center retention rates are so bad right after training • The key component to confidence Connect with Casey on LinkedIn – https://www.linkedin.com/in/caseydenby/ Zenarate – https://www.zenarate.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S4 E1 · Fri, September 27, 2024
While 1984’s This Is Spinal Tap was the genesis of the “mockumentary” genre, it hit so close to home that many viewers (even to this day) believe that Spinal Tap is a real band. The movie shows multiple event mishaps, including cancelled shows, improperly sized props, equipment malfunctions, and even a misbilling as a puppet show. Working as and with musicians (especially those in the rock/metal/punk genres) has a way of leading to outrageous stories for all involved. Jarad Haggard has a few of those stories, having both been in bands and been the guy promoting concerts and handling band bookings for local venues. Today, he’s a Customer Success Manager for Thoropass. He joins the show to talk about the intersection of Customer Success and Events Management among other things. We discuss: • Jarad’s Early CS Lessons in a Retail Environment • How Events Management and Customer Success Overlap • Dealing with Challenging Customers • How Creativity Can Enhance Customer Relationships • Local Community Engagement Connect with Jarad on LinkedIn – https://www.linkedin.com/in/jarad-haggard-89465658/ Thoropass – https://thoropass.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E51 · Fri, August 30, 2024
While it was Muhammad Ali who first used the phrase “different strokes for different folks” when referring to his fighting style, it was Sly and the Family Stone who embodied how we think of it today. While they weren’t the first group to feature both black and white musicians, or male and female musicians, or be a vocal group, or be a rock band, or have a horn section and gospel backing vocals, they were the first to do ALL of these things at the same time. And their 1968 #1 hit Everyday People was a plea for us all to recognize and accept each other’s differences. As business becomes increasingly global, acknowledging and embracing cultural relativity leads to stronger teams and better performance, says Bunyamin Cankirli. Today, he’s a Sr. Solutions Architect with Concentrix, a global BPO. In his decade with Concentrix, he’s experienced so many different folks and learned how to use different strokes of communication to drive team success. We discuss: • Cultural Biases • High- and Low-Context communications • Teamwork and Organizational Goals • Cultural Awareness and Leadership • Lessons from Sports and Coaching • Starting with Customer Experience • Creating a Winning Culture Connect with Bunyamin on LinkedIn – https://www.linkedin.com/in/bunyamincankirli/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E50 · Fri, August 23, 2024
Customer Experience is on the decline in almost every sector. In 1987’s Planes, Trains & Automobiles, Steve Martin’s character embodied the frustration many customers feel today. His expletive-laden tirade at a disinterested and unhelpful car rental agent played by Edie McClurg might resonate with many customers today. If it were a real company, some might suggest Marathon Car Rental should hire a CX Consultant. But Customer Service Evangelist, Amas Tenumah, has some very different thoughts on the CX movement, consultants, and what will ultimately improve customer experience. His refreshing takes can be found in his books, multiple podcasts as both guest and host, and contributions to the likes of NPR and Forbes, and now, Next in Queue. We discuss: • The Negative Impact of the CX Movement • Customer Anger and the Desire for Revenge • The Complexity of CX in the Omni-Channel Age • Demanding Change in Customer Service • The Power of Grassroots Movements • Prioritizing Contact Center Agents Connect with Amas on LinkedIn – https://www.linkedin.com/in/amastenumah/ Books and Podcasts by Amas – https://www.amazon.com/s?i=stripbooks&rh=p_27%3AAmas+Tenumah&s=relevancerank&text=Amas+Tenumah&ref=dp_byline_sr_book_1 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E49 · Fri, August 16, 2024
For nearly 50 years, a mere two musical notes have evoked suspense for those who have seen the 1975 film, Jaws. The movie launched the career of composer, John Williams, and the movie became the prototype of the summer blockbuster. Roy Schneider’s character, police chief Martin Brody, leads a small team of two experts to go after the beach town’s biggest problem – a man-eating great white shark. But when he realizes the scope and size of the problem, he decides that his small team and their small boat may not be up to the task. Supporting customers when the customer-base is growing can feel a little like being on a sinking ship as well. But instead of one shark, there are dozens. Even when you manage to take care of one, there are more lurking in the water. You need a bigger boat and a bigger team. But building a bigger team is a balancing act. You need to consider tools, team chemistry, team structure, and how to ensure growth of support isn’t linear with the growth of customers. Charlotte Ward has navigated these waters before and is navigating them again with her support team at Snowplow. We discuss: • How highly technical customers impact the support approach • Single level vs. tiered support structures • How processes, tooling, hiring, and retention are impacted when scaling • How time tracking can identify areas for improvement • The role of AI in support • Breaking linear growth and evolving support Connect with Charlotte on LinkedIn – https://www.linkedin.com/in/charlottecward/ Customer Support Leaders – https://customersupportleaders.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E48 · Fri, August 09, 2024
The Six Millon Dollar Man (a.k.a. Steve Austin) was the result of an opportunity to design a man who was augmented with technology. The 70’s series ran from 1973 to 1978, if you include the first 3 “pilot” episodes that were actually made-for-TV movies. Its use of slow-motion combined with “bionic” sound-effects made Steve Austin (and Lee Majors, the actor who portrayed him) a major cultural icon of the decade. While the design process of The Six Million Dollar Man was a work of science fiction, business leaders like Neal Travis are constantly considering how new technologies can be implemented to improve current processes. Instead of battling foes in the Dutch countryside, Neal is thinking about how technology can improve community. He knows he can rebuild his community platform – he has the technology. He can make the AIHR Community “better than it was before… better, more engaging, more supportive.” We discuss: • The importance of community • Building a community platform and the measures of success • Moderation and voice of the customer • Community-led growth and premium access considerations • Trending topics in HR Connect with Neal on LinkedIn – https://www.linkedin.com/in/neal-travis/ Growth Support Podcast – https://www.growthsupport.io/ Academy to Innovate HR – https://www.aihr.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E47 · Fri, August 02, 2024
Tina Turner’s hit, We Don’t Need Another Hero (Thunderdome) was the theme to the 1985 film, MAD MAX: Beyond Thunderdome. Given her personal history, one might imagine this song having meaning well beyond the movie’s themes. Afterall, heroes are typically portrayed as men deserving our admiration. Their flaws are often minimized or outright ignored because of their achievements. Be it personally or professionally, most of us want to succeed in our own right – not have some “hero” swoop in and save the day. That doesn’t mean we don’t seek help or advice. We often need one or both and we seek it from those we trust the most. But what is trust? How do we become trustworthy? For answers I talked with Mark Slatin who created the Trusted Guide Roadmap™ Master Class. We discuss: • Trust and the 4 elements in the Trust Quotient • Transitioning from Hero to Trusted Guide • Three forms of customer loyalty • Measuring the ROI and Value of CX • Practical Tips for enhancing your own trustworthiness Connect with Mark on LinkedIn – https://www.linkedin.com/in/markslatin/ Trusted Guide Roadmap™ Master Class – https://www.empoweredcx.com/ Trust Quotient Assessment – https://trustsuite.trustedadvisor.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E46 · Fri, July 26, 2024
Customer Experience initiatives can often feel like we’re doing something as complicated as learning to fly. Tom Petty’s 1991 hit was inspired by a quote from a pilot who said that the hardest part was coming down. That safe landing is ultimately the return you’re looking for when you’re flying. It’s a fairly simple way to measure success. For Customer Experience initiatives, measuring success can be more complicated. But that doesn’t mean you can’t do it and do it well. Former Army Aviator turned CX Consultant, Jeff Sheehan, has some advice for getting ROI out of your CX initiatives and it starts with listening to what customers are telling you every day. We discuss: • Similarities between the military and contact centers • Limitations of surveys when developing CX initiatives • The Value-Irritant Methodology for improving CX • Finding the right balance in digital transformation Connect with Jeff on LinkedIn – https://www.linkedin.com/in/jeff-sheehan-thecxroiguy/ CX JS Consulting – https://cxjsconsulting.net/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E45 · Fri, July 19, 2024
Eternal Inflation is the idea that baby universes are being created all the time. It’s actually a dominant theory in cosmology today, not just an idea invented in the Marvel Cinematic Universe. When Tom Holland’s Peter Parker (aka Spiderman) starts babbling on about the multiverse in 2019’s Spider-Man: Far From Home, he’s actually babbling about current quantum mechanics and string theory. What it suggests is that, yes, parallel universes exist. For those that have been involved in both, IT Support and Customer Support can feel like parallel universes. The tools are similar and they both work toward resolving customer issues, but Matt Beran points out that despite these similarities, there are some striking differences between these two universes. Whether there’s a universe where Peter Parker is working IT Support is still up for debate. We discuss: • Why Matt has been dubbed “The Negotiator” • Differences between IT Support and Customer Support • The impact of Cloud Adoption on IT Management • Current Information Security Challenges • How Quantum Computing may impact Security • An Unexpected Detour into the World of Composting Connect with Matt on LinkedIn – https://www.linkedin.com/in/mattberan/ Ticket Volume – https://www.youtube.com/@ticketvolumepodcast Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E44 · Fri, July 12, 2024
In 1978, James Burke, a science historian, brought us the TV series Connections. His interdisciplinary approach to exploring the history of scientific achievements demonstrated how interconnected so many things were. Burke’s contention was that one cannot consider the development of any piece of the modern world in isolation. Isolationist thinking is, of course, not limited to science. It happens in business rather often. We even borrowed a term from agriculture to describe it – siloed thinking. Of course, silos are for storing food, not thoughts. So we need to break down these “thought silos” so we can be aligned in our mission, vision, and values. Lynn Hunsaker is on a mission to get leaders to manage across all 5 CXM silos so that people across the company are aligned and she joins today to make the connections between them clear. We discuss: • Forrester’s CX Index and the recent results • How CX Indexes are scored and what they measure • The role of expectations in CX • Saying “No” to non-ideal customers • Aligning strategies with expectations for long-term success Connect with Lynn on LinkedIn – https://www.linkedin.com/in/lynnhunsaker/ ClearAction – https://ClearAction.com CX ROI Handbook – https://customerthink.com/cx-roi-handbook-connecting-customer-experience-and-employee-experience-roi/ Connections with James Burke - https://youtube.com/playlist?list=PLf02uWXhaGRng_YzH-Ser_VEV4lGSLX_1&si=WM2koteyBS90i9WU Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E43 · Fri, July 05, 2024
Just because you attach numbers to something doesn’t necessarily give it credence – Even Ron Burgundy can sniff that out. This scene from 2004’s Anchorman: The Legend of Ron Burgundy featuring Will Ferrell as the title character and Paul Rudd as Brian Fantana encapsulates a quote popularized by Mark Twain – “There are three kinds of lies: lies, damned lies, and statistics.” Business decisions are often made on the back of statistics. Dr. Graham Hill has spent decades consulting for some of the largest organizations in the world. His work is grounded in research about customers, their behaviors, and what really drives them. We begin this week by digging into an oft quoted statistic regarding customer retention and profitability, and why it doesn’t make sense. We discuss: • The myth of customer loyalty • Flaws in an oft-cited customer retention quote • Limitations of NPS and other customer loyalty measures • The importance of understanding the jobs customers need done • What companies get wrong about personalization • The value of customer service Connect with Graham on LinkedIn – https://www.linkedin.com/in/grahamhill/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E42 · Fri, June 28, 2024
The 2013 film, Wolf of Wall Street, perfectly illustrates the power of FOMO in this scene. Leonardo DiCaprio’s character, Jordan Belfort, uses a detailed sales script to elicit FOMO to drive stock purchases from strangers. First identified in 1996 by marketing strategist Dr. Dan Herman, FOMO, or Fear Of Missing Out, is a driving force behind many decisions we make in the modern age. In part, this is because of our tendency to share positive experiences rather than negative ones. Businesses can experience FOMO, too, especially when it comes to technology. But just like Kevin, they may be adding technology because they feel pressured to do so rather than because it solves a specific problem. Bryce Cressy, Head of Partnerships & Innovation at Nutun, has seen FOMO over Digital Transformation even among Nutun’s partners. But they’ve also learned from mistakes and today, they focus on technology deployments that solve real problems. We discuss: • Success Stories solving real-world problems with technology • A real-world example of implementation gone wrong • The new approach Nutun is taking and how BPOs can learn from it • Tips for easing technology adoption • Some interesting South African slang • Advice for business leaders on navigating technology options Connect with Bryce on LinkedIn – https://www.linkedin.com/in/brycecressy/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E41 · Fri, June 21, 2024
The 1965 Beatles hit, Help!, was written during the height of Beatlemania. Released a month before their famous record-setting concert at New York’s Shea Stadium that drew over 55,000 screaming fans, it went to #1 in both the UK and US and was the fourth of six straight #1 singles in a row for the Fab Four. The little band from Liverpool was now the biggest band in the world. John Lennon’s lyrics display an honesty about his uncomfortable relationship with fame and was a favorite of Lennon’s. A year later, the Beatles would stop touring altogether. Taken in another context, the lyrics of Help! sound like a growing company that’s realized it can no longer rely solely on its own people, processes, and technology. Whether it’s answering customer inquiries or securing the right technology, lots of companies start looking for help as they grow. Outsource Consultants has been lending a helping hand for over a decade. This week, I chat with Tom Luther, Director of CX Advisory & Partnerships, about technology strategy, adoptions, and how leveraging a BPO can help with both. We discuss: • New Customer Experience Technologies o AI Noise Cancellation o Automated Post-Interaction Notes o Automated Quality • How to afford new technology adoption • How outsourcing impacts the P&L, HR, and CX • Why outsourcing doesn’t mean offshoring • How to get great results from nearshore/offshore outsourcing • The future of BPOs Connect with Tom on LinkedIn – https://www.linkedin.com/in/tomluther/ Outsource Consultants – https://www.outsource-consultants.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E40 · Fri, June 14, 2024
Always Look on the Bright Side of Life is the comedic conclusion to Monty Python’s 1979 film, The Life of Brian. If you’ve never seen the film, the irony is that it’s sung by Eric Idle’s character to Graham Chapman’s character, both of whom are being, quite literally, crucified. It’s come to signify the “stiff upper lip” spirit of the British people and has become the most popular song played at British funerals. Faced with the impact AI is having on content creation, “Human Writer” Matt Kendall decided to look on the bright side of life and focus on not only becoming better at his craft, but also on AI fluency and the curation of human-generated content worth consuming. His newsletter, BPO Bullhorn, is a collection of articles, podcasts, interviews, books, events, and more that are relevant, informative, and meaningful to the BPO sector. We discuss: • AI’s impact on the BPO industry and the future of customer service • The importance of emotional connection in storytelling for the BPO industry • The ethical implications of AI and its potential impact on education • The role of governments in supporting the BPO industry • The need for AI fluency and the challenges of AI-generated content • The potential for AI to enhance customer service and the BPO industry Connect with Matt on LinkedIn – https://www.linkedin.com/in/cognitivematt/ Cognitive Copy – https://www.cognitivecopy.com/ BPO Bullhorn Newsletter – https://www.cognitivecopy.com/newsletter Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E37 · Fri, June 07, 2024
Resilience can be embodied many ways. In the case of the Beastie Boys’ 1989 album Paul’s Boutique, which featured Looking Down the Barrel of a Gun, it’s embodied by the fact that the album, a flop on release, went double platinum in 1999, nearly 10 years after its release. In the lyrics, they mention Bruce Willis who’s come to embody resilience based on his portrayal of John McClane in 1988’s Die Hard and the resilient stream of sequels. But resilience is important for everyone, not just albums and fictional cops who celebrate Christmas differently than most. Rachel Williams has been looking down the barrel of a gun her entire life – Gun Barrel City, Texas, that is. She's also been designing resilience in her own life for a decade – engineered endurance that allows her to thrive in moments of change. She joins the show to discuss the five Pillars of Designed Resilience We discuss: • Rachel’s personal journey of resilience • Pillar 1: Self-Concept • Pillar 2: Community • Pillar 3: Financial Stability • Pillar 4: Physical Well-Being • Pillar 5: Personal Growth Connect with Rachel on LinkedIn – https://www.linkedin.com/in/rachel-williams-pro/ Designed Resilience – https://designedresilience.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E38 · Fri, May 31, 2024
In the world of punk music, there’s probably no greater insult than to be labeled a sellout. In 1980, the Dead Kennedys were assuredly not sellouts. Invited to the 1980 Bay Area Music Awards to play their indie hit, California Über Alles, the Kennedys did exactly what you would expect a punk bank opening for the likes of Eddie Money and Huey Lewis to do – they threw up a metaphorical middle finger and after the opening chords of California Über Alles, they began playing Pull My Strings. The song is a lighthearted insult to the music industry practice of payola and the artists who sell out to become stars. The tech platforms that dominate the world today were once very punk – they were disruptive and had loyal followings. But not only did they sell out, in doing so, they’ve degraded the usefulness of the platforms and the only reason people stay is because there are few alternatives. There’s a name for this and David Powers joins the show to discuss how it applies to platforms from Uber to Amazon. We discuss: • The term coined by Cory Doctorow to describe this lifecycle • The 4 steps of this lifecycle • Examples including Uber, Reddit, Twitter, and Amazon • Whether paid platforms are the solution • How DRM affects authors • How the gaming industry has fallen prey • Whether OpenAI is already part of the lifecycle Connect with David on LinkedIn – https://www.linkedin.com/in/davidjpowers2/ CX Riot Radio – https://open.spotify.com/show/3p4rE3csfzp7B579u3PG24 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E37 · Fri, May 24, 2024
Woody Harrelson’s best-known basketball-related film may be 1992’s White Men Can’t Jump, but his 2023 film, Champions, is a far better primer in leadership, especially when it comes to taking over a new team. He plays Marcus Marakovich, a basketball coach doing community service coaching a team of players with learning disabilities to avoid jail time. In this moment, he’s introduced to Cosentino, played by Madison Tevlin, who demonstrates the attitude many people have of a new leader – “Who the hell are you?” Taking over a new team presents challenges that many new leaders are unprepared for. Lindsay Haun, VP of Managed Support Operations at Netrix Global, joins the show to discuss strategies for success. We discuss: • Taking Over a New Team • Building a Team from Scratch • Navigating Age and Experience Differences • Transitioning to Leadership • Leading Teams in Unfamiliar Functions • Balancing KPIs with Teambuilding • Keys to Improving Team Performance Connect with Lindsay on LinkedIn – https://www.linkedin.com/in/haunlindsay/ Big Red Podcast – https://open.spotify.com/show/1wGoR13jP7zqQLmbY70dmm Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E36 · Fri, May 17, 2024
In 1988’s Big, Tom Hanks brought the perspective of a 13-year-old boy, Josh, into the toy design world. It’s a jarring experience for the seasoned executive, Paul, played by John Heard. Despite all the data Paul presented in this meeting demonstrating the potential of his skyscraper bot, Josh brought a different data point – the real voice of the customer. Josh knew kids and how they thought, not just because he was one, but because he talked with them all day long. That same kind of insight exists in so many organizations, but just like in Big, it’s ignored by the people developing products. It exists within the Support Team who is having conversations with customers all day long. Sarah Caminiti is the VP of Customer Success at DNSimple and an advocate for Support Teams having a seat at the Product Development table. We discuss: • The importance of Support’s Voice in Product Development • Why surveys shouldn’t be the only source of customer insights • Overcoming barriers to Support Team involvement • Fostering open lines of communication • Creating a culture of communication • 2 Support Lessons learned from hospitality Connect with Sarah on LinkedIn – https://www.linkedin.com/in/sarah-caminiti-5827b784/ DNSimple – https://dnsimple.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E35 · Fri, May 10, 2024
On the heels of one of the biggest hits of all time, the Rolling Stones sent Get Off of My Cloud to #1 in 1965. While the Stones may have felt they were on cloud nine after the success of (I Can’t Get No) Satisfaction, their management was immediately on them for a follow-up. Just wanting to be left alone, Get Off of My Cloud was a direct response to the pressure to never rest and continually pump out hit songs. Nearly 60 years later, the refrain from technologists is “Hey, You, Get On to The Cloud.” For many reasons, many companies have yet to migrate to cloud communications platforms and are still relying on on-premises legacy platforms. While the past decade has provided ample carrots for migration, the stick of missing out on implementing AI is finally beginning to move the needle. Fred Stacey, CEO of Cloud Tech Gurus, stands in for Charlie Watts and bangs the drum for companies to “Get On to The Cloud!” We discuss: • The State of Contact Center Technology • Barriers to Cloud Adoption • Exciting Advancements in AI-based applications • Adoption by Market Segmentation • How AI will impact the labor market • Navigating the Transformative Technological Revolution Connect with Fred on LinkedIn – https://www.linkedin.com/in/fredstaceyaincx/ Cloud Tech Gurus – https://cloudtechgurus.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E34 · Fri, May 03, 2024
2002’s Star Wars: Episode II Attack of the Clones introduced the Kaminoans, a civilization skilled at cloning. Like many skilled at developing specific technologies, the cloners of Kamino didn’t spend much time thinking about the impacts of their work. They were skilled at genetic engineering, and they found customers willing to pay for those skills. Today, cloning people is still taboo but closing voices, faces, and video imagery of people is big business. Despite the glut of customers willing to pay for these new technologies, questions regarding the ethics and long-term impacts of them remain unanswered. While I didn’t head to the Outer Rim for this conversation, I did enlist the help of Luke Jamieson who lives 9,000 miles away from me. Luke is a Global Thought Leader on the topics of EX, CX, and the future of work. We discuss: • The key factor impacting AI adoption • The Role of AI in Contact Centers • Evolving communication preferences • Potential Security Risks of Voice Biometrics • The Future of Customer Service Connect with Luke on LinkedIn – https://www.linkedin.com/in/luke-jamieson/ Voice Cloning – https://play.ht/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E33 · Fri, April 26, 2024
Despite Han Solo’s skepticism in the 1977 classic, Star Wars, the Marksman-H training remote was used to train Jedi for roughly 900 years. They were quick and unpredictable just like a living opponent. They provided instant performance feedback and they could be used at scale, offering unique but simultaneous training experiences to an entire class of Padawans (Jedi trainees for you non-nerds). The training remote is the mock call of the contact center world, but as long as contact centers have existed, most mock calls were carried out between two people and getting everyone the practice they needed was incredibly time-consuming. But the emergence of conversational AI allows training classes to execute mock calls, one of the most effective training methods, at scale. Kaspars Kirsis is the Co-Founder and CEO of Ramplit, a company using AI to speed time to proficiency in the contact center by providing automated call simulations. We discuss: • Benefits of Mock Calls vs Other Training Techniques • Challenges of Traditional Mock Calls • Number of Simulations and Focus Areas • Agent Performance Evaluation and Feedback • The Impact of AI in Training and Contact Centers • The Exciting Opportunities in Agent Assist Solutions Connect with Kaspars on LinkedIn – https://www.linkedin.com/in/kaspars-kirsis/ Ramplit – https://ramplit.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E31 · Fri, April 19, 2024
Seattle is known for grunge rock. But before grunge, the Young Fresh Fellows were pumping out punky power pop. And they’re still going strong today. Rock ‘n’ Roll Pest Control, from their 1984 debut is about how the power of music can help all manner of mental pests. But when you have pests like insects or rodents invading your home, music won’t make them go away. You’ll need actual pest control. And when actual pest control companies need help connecting with their customers, they use companies like Grit PPO, a home services outsourcer. Margaret Garcia believes that customer service skills are just as critical as pest elimination skills in the industry, so she built a team of experts to provide those skills. We discuss: • The evolving role of women in the home services industry • Benefits of outsourcing customer service • Navigating starting a business • Success in a hybrid and work from home environment • A hot take on call scripting • The role of AI in the pest control industry Connect with Margaret on LinkedIn – https://www.linkedin.com/in/margaret-garcia-grit-ppo/ Grit PPO – https://www.gritppo.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E31 · Fri, April 12, 2024
Last week, we explored trust in terms of leadership. But in this scene from the 1989 Tim Burton film, Batman, Jack Nicholson’s Joker is exploring a different kind of trust. When someone you’ve never met is seemingly always behind a mask, how do you trust them? How do you know who they really are and what they’re actually up to? As work from home has become more and more prevalent in the BPO space, that kind of trust becomes increasingly important. Companies are entrusting the access to their customer data to agents who, not only work for an outsourcer, but also work behind the mask of work from home. Dawud Gordon and Ivan Milenkovic join this week’s show to discuss the importance of security in the BPO sector and how AI is changing the landscape. We discuss: • Opportunities and Risks of AI in BPO Security • Identity Protection and Evolving Threats • Challenges of Traditional Security Measures • Challenges of Implementing Multi-Factor Authentication • The Limitations of User Responsibility in Security Connect with Dawud on LinkedIn – https://www.linkedin.com/in/dawudgordon/ Connect with Ivan on LinkedIn – https://www.linkedin.com/in/ivanmilenkovic/ Twosense – https://www.twosense.ai/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E30 · Fri, April 05, 2024
In 2011, former US Secretary of State, Colin Powell, shared his views on the essence of leadership and boiled it down to a single word, trust. Powell began his military career in the US Army in 1958 and in 1989, was promoted to the rank of General. He concluded his military career by serving as the 12th Chairman of the Joint Chiefs of Staff, the highest military position in the Department of Defense. As listeners of this show well know, leadership isn’t relegated to the military or government. Leadership is a crucial linchpin that ensures the wheels of business keep spinning. Frank Mona’s leadership lessons began at an early age, observing his father’s interactions in the food manufacturing plant he managed. We discuss: • The value experience brings to leadership • Recognizing and building a culture of Servant Leadership • Establishing trust in an organization • The Impact of communication on relationships • The value of face-to-face interactions and human connection Connect with Frank on LinkedIn – https://www.linkedin.com/in/frankmona/ Francis J Consulting – https://francisjconsulting.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E29 · Fri, March 29, 2024
If you’re Tony Stark hosting your own expo, a huge production, outrageous budget, and big personality as a keynote speaker is entirely expected. Attractions, autograph sessions, celebrity sightings – that’s all part of the experience. While you may not see Iron Man at an industry event, you may very well see actual celebrities (from this universe) on stage welcoming attendees. Those appearances pay into the six figures depending on the profile of the celebrity. But some industry events are different. They’re typically smaller and are focused on learning, networking, and community. These events abstain from keynotes while attendees imbibe peer learning. As in-person industry events make a comeback, you may find yourself wondering which type to attend. Sarah Hatter, Senior Director of Community & Events at PartnerHero, has been hosting live events in multiple countries for over a decade and she joins Next in Queue to share her thoughts about how to evaluate all the events vying for our attention and money. We discuss: • Importance of Community • Evaluating Events • Considerations for Event Attendees • The Impact of Celebrity Speakers • Different Types of Conferences • Content and Experiences at Events • Upcoming ElevateCX Events Connect with Sarah on LinkedIn – https://www.linkedin.com/in/sarahhatter/ ElevateCX – https://www.elevatecx.co/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E28 · Fri, March 22, 2024
Before Baywatch, David Hasselhoff starred in Knight Rider, a television series that featured KITT, an AI-enabled 1982 Pontiac Firebird Trans Am that featured the iconic pulsing red scanner bar. But while Hasselhoff was the star of the show, it was Bonnie Barstow, played by Patricia McPherson, who was the brains behind KITT. As the lead design engineer for KITT’s systems, Bonnie’s character was a pioneering representation of women in STEM fields. While the names grabbing many of the headlines related to AI belong to men, plenty of incredibly talented women are making their mark in the field as well. While Bonnie was using AI to help Michael Knight battle criminals, Alyona Medelyan has been using AI to understand customer feedback. Her love of linguistics combined with her early interest in computers led her to a PhD in Artificial Intelligence and the founding of Thematic. We discuss: • Understanding AI and Machine Learning • Women in Tech and AI • Starting Thematic • Gathering and Analyzing Customer Feedback • Benefits of Y Combinator • Maintaining Focus and Achieving Growth Connect with Alyona on LinkedIn – https://www.linkedin.com/in/medelyan/ Thematic – https://getthematic.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E27 · Fri, March 15, 2024
Benedict Cumberbatch’s portrayal as Alan Turing in the 2014 film, The Imitation Game earned him an Oscar nomination. In this scene, he describes what has become known as the Turing Test. Introduced in 1950, this test determines if a machine can exhibit intelligent behavior indistinguishable from a human. In short, its goal is to determine if a machine can think. While there are all kinds of philosophical debates about the validity of such a test, it has become ever more relevant in a world where Artificial Intelligence has emerged from the lab and is becoming part of our everyday experience. But Kent Morita, a Conversation Designer on the Google Gemini project, has a hot take about how the Turing Test has become irrelevant. We discuss: • The Rebranding of Bard to Gemini • Conversational Design and Large Language Models (LLMs) • Insights about the NYU Mascot • A Unique, Educational Application of an LLM • Challenges of Working with LLMs • Ethical Use of Artificial Intelligence • How Businesses May Guard Against Bad LLM Behavior • How Storytelling Inspires Creativity Connect with Kent on LinkedIn – https://www.linkedin.com/in/kentmorita/ Moment in Manzanar – https://www.momentinmanzanar.com/ Story Pirates – https://www.storypirates.com/podcast Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E26 · Fri, March 08, 2024
Dolly Parton is probably more associated with the 1980 film, 9 to 5, because of her hit theme song by the same name. But this scene featuring Lily Tomlin and Dabney Coleman captures a struggle that endures to this day – the prejudice against women in the business world. While things have changed significantly in the last four plus decades, women still face prejudice and discrimination in the workplace. Stacy Sherman is a professional speaker, advisor, LinkedIn Instructor, author, podcaster, and so much more. On this International Women’s Day, she joins Next in Queue to share challenges, successes, advice, and inspiration. We discuss: • Stacy’s family history of women in business • Challenges faced by women in business • Designing for inclusion • Lessons learned in corporate America • The value of different perspectives • Advice to her 20-year-old self Connect with Stacy on LinkedIn – https://www.linkedin.com/in/stacysherman/ Stacy’s Linktree – https://linktr.ee/StacySherman International Women’s Day – https://www.un.org/en/observances/womens-day Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E25 · Fri, March 01, 2024
The 1961 hit, Please Mr. Postman, performed by the Marvelettes, was the first #1 single for Berry Gordy’s Motown Records. It carried a plea for the Postman to deliver news from the singer’s boyfriend who was, presumably, at war. The United States Postal System pre-dates the United States of America by nearly a year. Formed July 26th, 1775 by the Second Continental Congress, today’s Postal Service operates over 30,000 post offices serving over 163 million homes and businesses. It is the largest civilian employer in the country with roughly 500,000 full-time employees. Because it’s one of the few government agencies explicitly authorized by the Constitution of the United States and operates under a Universal Service Obligation, it touches the lives of nearly every person living in the United States. You could argue that no one has a larger, more diverse customer base in the U.S. My guest today, Michael Mattson, spent over 9 years working in various roles at the Postal Service, much of that focused on Customer Experience. We discuss: • Customer touch points • Affecting change in a large organization • Navigating organizational politics • Linking Customer Experience to financial metrics • Formalizing customer feedback • The importance of effective communication and conflict resolution Connect with Michael on LinkedIn – https://www.linkedin.com/in/michaelcmattson/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E24 · Fri, February 23, 2024
During the Career Day episode of That 70’s Show, Michael Kelso’s father, John Kelso, tries to explain his job as a “Senior Executive Statistical Analysis Technician.” While Michael isn’t known as the brightest bulb, I think most people would struggle to clearly explain exactly what it is he does and why it’s important. In the world of Customer Service and Support, many view the Workforce Management department as similarly confusing. Like John Kelso’s job, it involves “diverse statistical information” and can be challenging to explain in layman’s terms. But Dan Smitley joins Next in Queue to break down the role of WFM and how it supports the business, the customer, and the employees. We discuss: • The most common problem in Workforce Management • The biggest mistake in Workforce Management • Balancing business needs and employee autonomy • How WFM impacts the Customer Experience • How often to review schedule preferences Connect with Dan on LinkedIn – https://www.linkedin.com/in/dansmitley/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E23 · Fri, February 16, 2024
The 1994 R.E.M. hit Star 69 referenced the access number for the “last-call return” feature of telephones in North America. The chorus repeats the phrase, “I know you called” 5 times before revealing the caller hung up but was discovered using the *69 feature. That feature, however, pre-dates the current telephony system that primarily uses VoIP (Voice over Internet Protocol) which allows the “spoofing” of phone numbers. In short, today, it’s hard to know who actually called. But by utilizing data passed through the SIP (Session Initiated Protocol) Header, Oracle is able to identify calls with the potential of malicious activity. Douglas Tait joins to explain why this is important and how the technology can impact contact centers. We discuss: • Threats in the voice channel • Examples of cybersecurity failures and social engineering • The important role of SIP headers and metadata • The role of AI in emerging threats • Protective measures companies can take • Balancing “zero-trust” with customer experience Connect with Doug on LinkedIn – https://www.linkedin.com/in/douglas-tait-b2253/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E22 · Fri, February 09, 2024
Great comedy requires keen observation and analytical skills. One of the best at observing and analyzing human behavior was George Carlin. In this bit from 1976, he takes aim at our behaviors with the telephone. Of course, telephone technology has come farther than either Alexander Graham Bell or George Carlin could have anticipated. Today, they are indeed everywhere, all the way from Orlando to Albuquerque. The kind of observation and analytical skills needed for comedy are like what’s needed to provide insights into industries like the Contact Center industry. Tim McElgunn has made a career analyzing technology solutions and strategies. Contact Centers are often the first to take advantage of new technologies and Generative AI is no exception. But good analysis considers the risks, not just the potential gains. We discuss: • The risks companies face when adopting Generative AI • The challenges for employees • Data poisoning and security concerns • Dangers for customers • Opportunities where AI can make positive impacts • Change management and accountability Connect with Tim on LinkedIn – https://www.linkedin.com/in/tim-mcelgunn/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E21 · Fri, February 02, 2024
2011’s Horrible Bosses takes the idea of bad leadership to the extreme, but many people can relate to Nick’s exasperation with his horrible boss, Dave. The movie highlights three different types of horrible bosses – so horrible that their subordinates conspire to murder them. Don’t worry – it’s a comedy. The reality of having a horrible boss, however, is no comedy. Fostering great work environments by focusing on employee experience is the idea behind the podcast, Relationships at Work, hosted by this week’s guest, Russel Lolacher. We discuss: • The Challenges of Embracing Leadership and Employee Experience • Globalization and the Impact on Leadership • The Role of Mentors in Leadership Development • The Importance of Diversity, Equity, and Inclusion • Supporting Emerging Leaders on a Budget Connect with Russel on LinkedIn – https://www.linkedin.com/in/russellolacher/ R@W Podcast – https://www.russellolacher.com/episodes/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E20 · Fri, January 26, 2024
Dr. Henry Wu provides an illuminating take on the idea of perspective in 2015’s Jurassic World: “To a canary, a cat is a monster; we’re just used to being the cat.” Our perspective on just about anything is likely biased by what we’re used to. Businesses often forget the perspective of who they’re marketing to, says Mike Verret. In fact, when it comes to marketing, Mike says your message is not about your business – it should be about how your audience perceives what you do. He joins the show to talk about how to pitch your business in a way that makes people say, “Tell me more!” We discuss: • Importance of Clarity, Simplicity, and Consistency in Communication • The Power of social media and content of value • How to build trust with potential customers • The story behind his logo • Mike’s incredible connection with the Jurassic World franchise Connect with Mike on LinkedIn – https://www.linkedin.com/in/mike-verret/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E19 · Fri, January 19, 2024
The British comedy, The IT Crowd, was inspired by an encounter with a PC tech with poor people skills. While IT Service Desk and IT Service Management have both changed drastically since it’s 2006 debut, the stereotype of socially inept geeks answering tech support calls lives on. But there’s a shifting of the IT Service Management landscape. The principles of Customer Experience are beginning to play a larger role within ITSM. Evidence for that is presented by today’s guest, Doug Rabold. Doug’s background in consultative sales informed his approach to IT service. Today, Doug is a recognized ITSM thought leader and CX influencer, and he shares the emergence of a new breed of metrics – XLAs, or Experience Level Agreements. We discuss: • What XLAs are (and what they aren’t) • Challenges with XLAs • Transitioning to XLAs • Changing the mindset in Service Desks • Getting started with XLAs • The Evolution of XLAs Connect with Doug on LinkedIn – https://www.linkedin.com/in/doug-rabold-itil-hdi/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E18 · Fri, January 12, 2024
The 1978 film, Grease, follows the romantic journey of Danny Zuko, played by John Travolta, and Sandy Olsson, played by Olivia Newton-John. You’re The One That I Want is the theme to the denouement of the story, when both characters recognize the persona of the other and reimagine who they could be for each other. Creating a product that customers want requires understanding the various customer personas. Afterall, not every customer is looking for Greased Lightning! Jason Trujillo and Kate Kompelien bring their incredible experience and insights to this episode of Next in Queue as we discuss: • Why products fail • How emotion figures into product development • Where product development typically starts and why it’s the wrong place • Why Journey Maps should be paired with Process Maps • Why internal products matter just as much as customer-facing products • The different roles of product channels • Famous examples of product failures Connect with Jason on LinkedIn – https://www.linkedin.com/in/jason2000/ Connect with Kate on LinkedIn – https://www.linkedin.com/in/katekompelien/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E17 · Fri, January 05, 2024
If you’ve never seen the video for Tom Petty’s 1993 hit, Mary Jane’s Last Dance, it’s a disturbing example of what can happen when an unsupervised worker with the right access goes rogue. While work from home has become increasingly popular for contact centers, agent disengagement and security concerns still linger. Jason Hiland has spent over two decades in the contact center business and is currently focused on solving these concerns. We discuss: • How work from home is unique for contact center agents • Definitions of common Information Security jargon • Unexpected ways data leaks can happen • What many companies forget or ignore with work from home • Advantages of work from home for both agents and businesses • Technology that facilitates work from home engagement and security • Jason’s journey up Machu Picchu Connect with Jason on LinkedIn – https://www.linkedin.com/in/jasonhiland/ Collaboration Room – https://collaborationroom.ai/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E16 · Fri, December 29, 2023
Based on the 2006 book of the same name, the 2010 film Eat, Pray, Love follows the self-discovery journey of Liz Gilbert, played by Julia Roberts. Faced with a “now what” moment, she travels to Italy, India, and Bali. This clip illustrates a moment of realization for her about change and fear. Her resolve, however, will continually be tested, and the journey has only just begun. Kassy LaBorie recently faced a “now what” moment, herself. Over the past year, she has been on her own journey of transformation. As we enter 2024, lots of people will be considering how they want to change direction in one way or another. I couldn’t think of a better person to have a conversation with about change and how to overcome the challenges of fear and self-doubt that we all struggle with from time to time. We discuss: • The impact of 2020 on virtual training • The challenges of self-doubt and comparison • The process of writing and delivering a keynote speech • The importance of focusing on what works, overcoming fear and self-criticism, and finding inspiration in the success of others • The need for continuous learning and growth • The power of vulnerability and self-reflection in personal and professional development Connect with Kassy on LinkedIn – https://www.linkedin.com/in/kassylaborie/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E15 · Fri, December 22, 2023
Perhaps no movie epitomizes the early 90s grunge scene quite like the 1992 film, Singles. Cameron Crowe’s second film featured a soundtrack littered with bands that would soon become household names. Soundgarden’s Birth Ritual featured the unmistakable vocals of Chris Cornell belting out the word Ritual. Rituals are a feature of every society, often linked to religions and cults. But rituals are hardly relegated to the mystical. They show up within our teams, our families, and our personal lives. I wanted to explore the topic and did so with Mercer Smith, the VP of CX Insights & Community at PartnerHero. We discuss: • How ritual led to her first book being published • How LEGO has its own rituals in Mercer’s home • How new families foster new rituals • One successful and one unsuccessful ritual Mercer brought from one business to another • How physical ritual impacts focus • Mercer delivers a challenge to the audience Connect with Mercer on LinkedIn – https://www.linkedin.com/in/smithmercer/ Preorder CXOXO: Building a Support Team Customers Will Love – https://www.amazon.com/dp/B0CK53YJB4?ref_=pe_30520 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E14 · Mon, December 18, 2023
For most of 1981, 867-5309 would have been considered a random phone number at best. By the spring of 1982, it had become the most famous phone number in the world. Tommy Tutone’s hit even inspired a fad of people calling the number and asking for Jenny, forcing nearly one hundred people to change their phone numbers. Perhaps the second most famous number in the US began its journey to fame a few years earlier. Originally just 588-2300, the Empire Today® jingle has been around since 1977 in commercials featuring the equally famous Empire Man. Nearly 30 years ago, the nationwide toll-free 800 area code was added to the jingle as their business grew out from their Chicago home and into about 75 metro areas in the US. Empire Today is a home improvement and home furnishing company that specializes in carpet and flooring. While Phil Bennett is *not* the Empire Man, he does lead Empire Today’s customer service operations which are increasingly going digital despite the famous phone number. We discuss: • How Phil ended up in the Contact Center business • The myth of Omni-Channel platforms • How companies create barriers for customer communication • How legacy technology hinders advancement • Real-world examples of how different companies deal with legacy technology Connect with Phil on LinkedIn – https://www.linkedin.com/in/philip-b-9a8535b/ Classic Empire TV commercials – https://www.empiretoday.com/tv-commercials Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E13 · Fri, December 08, 2023
In Season 8 of The Office, Andy Bernard gets creative with an employee incentive plan to drive better profitability. His points system is met with apathy until he ups the ante with some pretty bizarre and embarrassing potential rewards. In typical Andy fashion, his plan backfires spectacularly. Kory Kostecka, the Director of Workforce Solutions at Paramount Staffing, believes contact centers need to adjust to attract and retain top talent, but he wouldn’t advise using Andy’s method. Instead, he offers some relatively simple strategies that will make your talent management successful in 2024 and beyond. We discuss: • Post-COVID shifts in hiring criteria • How companies can earn employee loyalty beyond pay • How to communicate career path opportunities • Big trends for 2024 • One thing younger workers want more than ever before Connect with Daniel on LinkedIn – https://www.linkedin.com/in/kory-kostecka-95b82514a/ Paramount Staffing – https://www.hireparamount.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E12 · Fri, December 01, 2023
In 1989, Roxette took the world by storm with their first hit, “The Look.” Songwriter, Per Gessle wanted the band’s 2nd album, Look Sharp, to be “a little more programmed, digital, and modern” than their first effort, Pearls of Passion, so he got a synthesizer and in the process of learning to use it, wrote “The Look.” Daniel Nilsson believes support should be “a little more programmed, digital, and modern” as well. Not only does his proactive approach to support reduce support inquires, it drives more sales through channel partners. We discuss: • Why Daniel believes in always being available for Customer Support • How Preventative Support impacts product design • How good onboarding impacts Support • How great Channel Sales and Support can drive revenue • Tips and Tricks for providing great Channel Sales Support • Lessons from Marketing applied to Support • The critical attribute for successful Support professionals Connect with Daniel on LinkedIn – https://www.linkedin.com/in/danielnilssonsweden/ Daniel’s blog – https://www.daniel-one.com Much Skills – https://www.muchskills.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E11 · Fri, November 24, 2023
The iconic 1980 Lakeside hit, Fantastic Voyage, invites listeners to leave behind the mundane and embark on a journey filled with unexpected delights. Breaking free of societal constraints and your own comfort zone has compelling rewards, but only if we’re ready to embrace the journey. Societal constraints extend to the business world, too. Quarterly earnings calls often compel business leaders to follow a path to short-term gains rather than focusing on customer-centricity and the long-term gains of that path. Ilenia’s Vidili’s fantastic voyage began on the Italian island of Sardinia and took her Spain, the United Kingdom, Southeast Asia, and back to Italy. Along that voyage, she learned a lot about customer experience. Recently, she focused her efforts to write Journey to Centricity, a guide for companies willing to embark on a fantastic voyage that focuses on the most important stakeholder in any business – the customer. We discuss: • Her childhood experience growing up in Sardinia • Her first experience in customer relationships • Why companies still struggle to understand both customers and employees • The relationship between Customer-Centricity and profitability • The power of emotional connection with customers • Why there is a trust deficit between customers and companies • The barriers to Customer-Centricity • A Sardinia-only food you have to hear about Connect with Ilenia on LinkedIn – https://www.linkedin.com/in/ileniavidili/ Ilenia’s Website – https://www.ileniavidili.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E10 · Fri, November 17, 2023
This was the moment that Charlie showed Willy Wonka what he really valued in the 1971 classic, Willy Wonka & The Chocolate Factory, which was based on Roald Dahl’s 1964 novel, Charlie and the Chocolate Factory. Charlie, despite having secretly tried Fizzy Lifting Drinks at the behest of Grandpa Joe, valued personal integrity. It was this integrity that Willy was looking for in his successor. But there were 5 children, approximately the same age, in the running for the actual prize. Age and gender didn’t matter much to Willy, though. What he was looking for was someone who valued the same kinds of things he did, someone who would carry on his legacy. What mattered were values. Not demographics – values. And that’s just the thing that David Allison discovered and is now sharing with the world: Demographics never actually predicted behavior very well. What predicts behavior is values. We discuss: • When David realized demographics didn’t work • What behavioral science says about how we make decisions • How the use of demographics contributes to societal problems • Why using demographics for marketing is essentially like throwing darts • Surprising insights from Valuegraphics in a variety of industries • The myth of generational demographics • When our values are formed • Regional and cultural differences in values across the world • 3 ways companies can use values to create effective messaging Support Driven Community Awards – https://awards.supportdriven.com/best-podcast-nominations Connect with David on LinkedIn – https://www.linkedin.com/in/davidallisoninc/ Valuegraphics – https://valuegraphics.com/ David’s Website – https://www.davidallisoninc.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E9 · Fri, November 10, 2023
While the title track of Michael Jackson’s 1988 album, Bad was full of bravado and ego, the fourth single, Man in the Mirror, was a lesson in both humility and personal responsibility. It would go on to become Jackson’s tenth #1 single. While making a change seems like a relatively simple thing to accomplish, Phil Johnson says it requires building new habits to replace your old habits, and that requires building new neural network pathways in your brain. But if we want better results, changing our habits is the only option because habits determine 95% or more of our behaviors. We discuss: • How dyslexia impacted Phil’s life • How Phil started the MBL program • When and how habits begin forming • Why emotional intelligence is more critical now than ever • How to overcome and build new habits • How to make failure impossible • The impact of habit stacking Support Driven Community Awards – https://awards.supportdriven.com/best-podcast-nominations Connect with Phil on LinkedIn – https://www.linkedin.com/in/philipjpjohnson/ Meet Phil - https://calendly.com/mblcoach/chat-with-phil Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E8 · Fri, November 03, 2023
In one of his final and most acclaimed roles, Heath Ledger gives some incredible advice as The Joker in 2008’s The Dark Knight – value your skills. In this scene, he’s found the people who need his particular skillset – they probably can’t do the job themselves and besides, who has the time when you’ve got all that criming to do? So often in business, there are things we know need to be done but we struggle to find the time and we may not possess the skills. Paul Banks realized that content was a key to building a brand and driving conversations with your ideal customers. Today, he brings his content creation skills to companies that know they need it, but either don’t have the time or skills to create compelling content. We discuss: • Paul’s journey to content creation • What has and has not changed in the world of marketing • Marketing strategy for businesses in 2024 • Tactics for creating and distributing content • Tools for creating content • Tips for creating content that people won’t simply scroll past Support Driven Community Awards – https://awards.supportdriven.com/best-podcast-nominations Connect with Paul on LinkedIn – https://www.linkedin.com/in/paul-banks007/ Javelin Content - https://www.javelincontent.com/ Marketing Helpdesk - https://www.marketing-helpdesk.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E7 · Fri, October 27, 2023
Not every situation calls for the whole team. But even the likes of Black Widow (Natasha Romanoff) and Iron Man (Tony Stark) feel it when there aren’t enough of them to handle the job, like in this scene from 2016’s Captain America: Civil War. Staffing plans are important for all kinds of businesses, including, apparently, the superhero business. But in the contact center world, instead of super-soldiers, Nazis, and politicians to worry about, Workforce Management professionals must deal with call arrival patterns, average handle times, shrinkage, and so much more to ensure that customer interactions are handled in a timely manner. WFM, or Workforce Management may not have the excitement of a Marvel movie, but if you ask Irina Mateeva, it’s definitely not boring! We discuss: • How Irina got into WFM • Functions of WFM • The critical nature of forecasting • How Intraday management impacts the business • The biggest myth about WFM • Should AHT be an agent KPI? • Why no WFM technology is one-size-fits-all • How WFM solutions can impact Employee Experience • Why a WFM consultant might be right for you Connect with Irina on LinkedIn – https://www.linkedin.com/in/irina-mateeva-wfm-consultant/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E6 · Fri, October 20, 2023
Jay-Z’s Empire State of Mind featuring Alicia Keys was a love letter to New York. It was a song that expressed how, despite its obvious flaws, the city offered things that no other city offered. New York is a place of inspiration, style, renewal, dreams, and success stories. At the same time, it can be a brutal gauntlet that pushes you to (and possibly past) your limits. As Old Blue Eyes once sang about New York, “If I can make it there, I’ll make it anywhere.” Cities and towns have been creating communities for centuries. But in the last two decades, the internet has created new ways to create communities – social networks. The first social network to gain significant global traction was MySpace, which launched 20 years ago in August, 2003. At its height, it had 115 million monthly visitors, though that number is less than 10 million today. It may surprise you that the more buttoned-down social network, LinkedIn, launched 3 months before MySpace. And while MySpace is now often forgotten relic of our social networking past, LinkedIn is approaching 1 billion members from over 200 countries. Like communities have for thousands of years, LinkedIn strives to create economic opportunity for its members. Elena Garvey is the former head of CX at LinkedIn and she joins the show this week to talk about the digital jungle where dream jobs are made of. We discuss: • The experience of being recruited for LinkedIn on LinkedIn • The aspirational vision of LinkedIn • How a global customer base affects CX strategy • How regulations and compliance can impact CX • The impact of the pandemic on LinkedIn • The surprising impact of the LinkedIn “CX Show” • Resources for learning more about CX Connect with Elena on LinkedIn – https://www.linkedin.com/in/elenamanovagarvey/ CX Patterns Podcast – https://open.spotify.com/show/2CmBXfjNPR0h7WcSKAxWAG Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E5 · Fri, October 13, 2023
If you’re not familiar with Grady the Badger, let me introduce you. Grady appeared in commercials for Johnson Automotive, a chain of dealerships in North Carolina, Maryland, and Florida. Grady was, uh, well, everything people hate about salespeople and then some. Pushy, obnoxious, misogynistic, condescending – you name it, Grady embodied it. In this commercial, he suggests feigning interest in potential customers to make the sale. While this tactic seems slimy when it’s merely acting, Mitch Case says that becoming genuinely interested in his customers is what allowed him to become a highly successful salesperson. Revenue, Referrals, and Retention are his 3 R’s for driving the Customer Relationship Experience. He’s also the Founder of More than a Meal, a service that helps organizations create memorable experiences that increase employee retention, boost employee morale, and strengthen company culture. We discuss: • The inspiration for More than a Meal • How More than a Meal impacts Employee Experience • Strategies for strengthening customer relationships • How focusing only on the potential revenue of a deal backfires in sales • The power of being intentional • How to engender trust in others • One big tip for salespeople to increase referrals Connect with Mitch on LinkedIn – https://www.linkedin.com/in/mitchellcase/ 12-Step Customer Relationship Experience Framework – https://morethanamealco.com/crxdownload Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
Tue, October 10, 2023
Even the most exclusive organizations in the world often hire based on “gut” or “instinct” without any real data to show whether someone is a good fit for a role or not. In 1997’s Men in Black, a group of young officers, including NYPD detective and future MIB agent J (Will Smith), are submitted to a battery of tests supposedly for their "motor skills, concentration and stamina." The tests were actually designed to assess their intelligence, resourcefulness, independent thinking, relationship with authority, and powers of observation. At the end of all the testing, they hired based on one person’s gut. And while Agent K certainly made the right decision, your business isn’t an action comedy with an all but guaranteed happy ending. But what if your organization had access to an assessment that identifies behavioral traits that are highly predictive of success in a given role? What if that assessment also gave you insights into how to best support, develop, and motivate employees? Talent Optimization data helps leaders predict workplace behavior so they can hire the right candidates, design goal-crushing teams, cultivate an award-winning culture, and manage employees according to their unique preferences. Milan Batinich and Mark Brody are Talent Optimization Certified Partners for The Predictive Index. We discuss: • Why Brohawk Solutions launched Talent Optimization Services • What makes The Predictive Index different from other assessments • What to expect from implementation and onboarding • What a successful implementation looks like • Real-life stories of success • How Talent Optimization is impacted by a changing employment landscape • How technology will impact Talent Optimization • How you can take your own FREE PI Behavioral Assessment in less than 10 minutes Connect with Milan on LinkedIn – https://www.linkedin.com/in/milan-batinich/ Connect with Mark on LinkedIn – https://www.linkedin.com/in/markbrody-brohawksolutions/ Get your FREE PI Assessment – https://assessment.predictiveindex.com/bo/CZNH/NextinQueue Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E4 · Fri, October 06, 2023
In 1992, guitarist John Frusciante left the wildly successful Red Hot Chili Peppers and spent the better part of the decade battling heroin addiction. Nearly 7 years later, he reunited with the band and it’s his unmistakable melody that introduces the Grammy-winning 1999 hit, Scar Tissue. The song delved into themes of drug addiction and the struggles to overcome it – lead singer Anthony Kiedis had been battling his own addiction as well. But Scar Tissue spoke to more than recovering drug addicts – it spoke to all kinds of people dealing with all sorts of trauma that they keep hidden from the world. Rob Connelly may be in the Contact Center software business with Vistio, but he firmly believes that the human element is the most important part of Customer Experience. When it comes to humans working with humans, be it customers and agents or salespeople and executives, he believes that understanding how we each bring our own scar tissue into every conversation can change the quality of interactions. We discuss: • How “scar tissue” is experienced in the Contact Center • How companies can empower agents to deal with scar tissue • A lesson companies can learn from the non-profit sector • The best diagnostic tool for Customer Experience • The opportunity presented by the pandemic • Why company culture impacts agent performance Connect with Rob on LinkedIn – https://www.linkedin.com/in/rob-connelly/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E3 · Fri, September 29, 2023
WKRP in Cincinnati was a sitcom that ran from 1978 to 1982. It was a show that really focused on the relationships between the main characters on the show, all employees of a struggling AM radio station in Cincinnati that switches its format to playing rock music to stay afloat. The theme song you just heard contains the lyrics, “Baby, if you’ve ever wondered, wondered what ever became of me.” In the world of B2B, I’m sure there are a lot of customers thinking the same thing about their vendors. Sandy Yu is an advocate for Customer-Led Growth, a strategy that focuses on driving additional revenue and customer loyalty by focusing on your current customers rather than on new customer acquisitions. Her Customer Growth Framework is designed to increase Net Revenue Retention, drive more referrals from customer advocates, and motivate teams to deliver value. By focusing on your customers, hopefully, they won’t be singing, “Just maybe think of me once in a while.” We discuss: • How Customer-Led Growth differs from other growth strategies • Why Customer-Led Growth focuses on value • How Customer-Led Growth generates additional revenue • Tactics for deepening customer relationships • Long-term impacts of deeper customer relationships • The most important radio station to customers (it’s not WKRP) • How automation fits into Customer-Led Growth • How Advisory Boards can drive customer relationships Connect with Sandy on LinkedIn – https://www.linkedin.com/in/sandysyu/ Revenue CCO – https://revenuecco.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E2 · Fri, September 22, 2023
Hit songs sometimes take a long path to recognition. Perhaps you recognize this song as a hit by The Clash. Their 1979 punk cover version reached #24 on the Irish Singles Chart and has since appeared in blockbuster movies and video games. But the song was written by Sonny Curtis in 1958. The following year, he took over guitar for Buddy Holly in the Crickets and they recorded the song. It received very little airplay. Then, in 1965, The Bobby Fuller Four recorded this version of the song and in 1966, it hit #9 on the US Billboard Hot 100. The law, it seems, can also sometimes take a long path to recognition. In 2008, the Illinois legislature passed a law known as Biometric Information Privacy Act (BIPA). It wasn’t until 2022 that a case involving BIPA ever went to trial. It resulted in $228 million in damages against railway operator BNSF. Since then, over 100 cases have been filed. White Castle, purveyor of late-night sliders and favorite of Harold and Kumar, could be on the hook for over $17 billion in damages! After 15 years on the books, what’s changed? Attorney, Outsourcing Advisor, and AI enthusiast, John Walter joins to discuss how the use of AI has turned BIPA into a surprise hit for litigators. We discuss: • How John became aware of BIPA • Background on BIPA • How the statute of limitations works for BIPA violations • Why Customer Support organizations should be aware of BIPA • How Voiceprints are regarded by BIPA • How companies may be opening themselves up to BIPA lawsuits • What to do if you’re concerned about the impact of BIPA on your business Connect with John on LinkedIn – https://www.linkedin.com/in/jowalter/ ZMAXINC – https://www.zmaxinc.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S3 E1 · Fri, September 15, 2023
Everlast gained fame as the lead vocalist of the Irish-influenced hip-hop group House of Pain in the early 90s with their infectious hit, Jump Around. But by 1998, House of Pain had disbanded and Everlast, now nearly 30, took on a new persona for his solo career – Whitey Ford. His first hit single, What It’s Like, was more than just a musical departure from the up-tempo rock/rap anthems of his youth - it was a lesson in empathy. Dr. Natalie Petouhoff believes business leaders often don’t know “What It’s Like” for employees and customers to experience their brand. She co-authored Empathy in Action with Tony Bates, a book that teaches how empathy-based business criteria can transform customer and employee experiences, galvanize trust and loyalty, and drive better business results. We discuss: • The biggest misconception about empathy • What customers really want • How empathy transforms business practices • The two most critical missing measures on the P&L statement • How the pandemic changed the workforce forever • How emotional connections affect brand service recovery efforts • The economics of Customer and Employee Experience • The surprising relationship between empathy and efficiency • How generational differences impact the workforce zeitgeist Connect with Dr. Natalie on LinkedIn – https://www.linkedin.com/in/drnataliepetouhoff/ Empathy in Action – https://empathyinactionbook.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E52 · Fri, September 08, 2023
In 1986’s Odd Jobs, Max (played by Paul Reiser) gets his feet wet in the moving business while partnered with a veteran of the industry, Wylie. In this scene, his very first day on the job, Wylie makes it clear that this partnership is more of a dictatorship. After realizing the only moving company option, which is also mob-owned, provides horrendous service, Max and three friends see an opportunity to start their own moving company. Eighties hilarity ensues. Ron Holt also saw an opportunity to disrupt the moving business using some of the same strategies he used to grow a successful home cleaning franchise. So he sold the business he spent 20 years building and embarked on a new journey to start “the world’s first happy moving company.” If you ask Ron what the most important word in the moving business is, he’d probably say, “culture.” We discuss: • The missing ingredient for a successful business that Ron was missing • How customer feedback changed employee behavior • The one metric that worried Ron while business was booming • What prompted him to get into the moving business • How to go beyond what customers think they want • The nexus of the Pink Zebra name • How Ron creates employee buy-in to the Pink Zebra culture • How Pink Zebra stands out from the competition Connect with Ron on LinkedIn – https://www.linkedin.com/in/ronholtfranchise/ Pink Zebra Moving – https://pinkzebramoving.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E51 · Fri, September 01, 2023
Taking a new product to market is rarely easy. Just ask Walter White. Our role in that is often unpredictable. Afterall, Walter was a chemistry teacher before his entrepreneurial escapades on Breaking Bad. He had to learn a lot of new skills to become successful in an entirely different industry. Jan Young got her start in tech before the dot com bubble burst as a project manager. After moving from New York to Los Angeles, she had stints in marketing, sales and account management, product management, customer success, and go-to-market strategy consulting. Today, she’s focused on helping Customer Success leaders excel in their current role and learn the skills to move into executive roles. We discuss: • A shocking admission of guilt from Jan • How Customer Success impacts the Go-To-Market function • How the freemium model can lead to easier enterprise procurement • The importance of culture design by founders of companies • How Customer Success is involved in Change Management • How Customer Success drives Land and Expand for subscription models • The most critical skills for Customer Success professionals Connect with Jan on LinkedIn – https://www.linkedin.com/in/jan-young-cx/ Jan Young CX – https://www.janyoungcx.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
Bonus · Wed, August 30, 2023
While golf fashion is significantly more toned down these days, it was once a world filled with loud prints and wild colors. And perhaps no character personified loud and wild in the golf world quite like Rodney Dangerfield’s character in 1980’s classic film, Caddyshack. In this scene, after making fun of a particular trilby in a golf shop, he sees Ted Knight’s character wearing the exact same hat. No stranger to golf or brightly colored clothes and hats, Nate Brown blossomed when he found the right community – a community that accepted him for what he was, supported him, and allowed him to be comfortable in his own skin. When he was in need of a professional community of CX pros who would do the same thing, he couldn’t quite find it. So, he created it. The CX Accelerator Slack Community now boasts thousands of members sharing insights and mentoring each other. And as for Nate’s hat selection, and I say this without sarcasm, they truly look good on him. On this week’s bonus episode, Nate and I discuss: · How the right communities helped Nate becoming the outgoing person he is today · The nexus of CX Accelerator · What is Customer Experience and how do you show the ROI of CX work? · What Customer Service professionals can learn from Customer Success · How the mission of CX Accelerator impacts its members · Nate’s 3 layers of community · 3 books from Nate’s personal library · The genesis of Nate’s fun and exciting wardrobe Connect with Nate on LinkedIn – https://www.linkedin.com/in/cxaccelerator/ CX Accelerator – https://www.cxaccelerator.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E50 · Fri, August 25, 2023
The 1978 hit, The Gambler, by Kenny Rogers tells the story of a chance meeting with gambler who offers his outlook on life using poker metaphors in exchange for a drink of whisky. In the gambler’s mind, every situation requires decisions because life itself is a gamble. To play it well, you must choose wisely, take a few risks, and not dwell on inevitable losses. Following a chance introduction to poker at a party, Tino Engel took his own gamble and began his journey as a professional poker player. Tino’s journey led him to think more deeply about our perceptions of risk, decision-making, and dealing with losing. He realized that these lessons applied to far more than poker – they applied to business and life. Today, he’s using an edutaining poker experience to help businesses across the world to boost connection, communication, and collaboration. We discuss: • Two strategies for dealing with losses • How he transitioned from professional poker to the business world • The four values poker brings to business professionals • What you can learn about colleagues to help you function better as a team • Developing a common decision-making language • Simple strategies to improve your decision-making Connect with Tino on LinkedIn – https://www.linkedin.com/in/tinoengel/ Tino’s Website – http://www.tinoengel.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E49 · Fri, August 18, 2023
Dee Snider, the frontman for Twisted Sister, “wanted to write an anthem for the audience to raise their fists in the air in righteous anger” and the result was the transcendent hit, We’re Not Gonna Take It. Over time, the song took on new meanings. In 1985, a year after its release, it meant fighting censorship attempts by the Parents Music Resource Center (PMRC) and led to Dee Snider testifying before the US Senate. More recently, in a somewhat ironic twist, striking teachers in Oklahoma belted out the song as their battle cry. Michael Podolsky once had a customer experience so bad that he, too, decided he wasn’t going to take it anymore. In 2006, he started the consumer review and advocacy platform, Pissed Consumer. We discuss: • The psychological needs of customers and AI’s potential role in fulfilling it • Why AI will decrease the quality of customer service • The value of negative feedback • The misinterpretation of consumers who leave negative reviews • The main disconnect between companies and consumers • Mechanically creating psychological understanding for agents • Why consumers seek out 3rd party platforms for reviews Connect with Mike on LinkedIn – https://www.linkedin.com/in/michael-podolsky/ Pissed Consumer – https://www.pissedconsumer.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E48 · Fri, August 11, 2023
In South Park: Bigger, Longer & Uncut, Kyle’s mom, Sheila, makes Canada the scapegoat for the bad behavior of South Park’s children. But if Kyle’s mom were to find a scapegoat today, it would likely be Artificial Intelligence rather than America’s friendly neighbor to the north. It’s hard to go a single day without hearing about how AI will automate everything, including contact center jobs. One Canadian who’s not scapegoating the role of AI in the contact center is Mike Aoki. A survivor of the American-Canadian War (just kidding), he’s spent decades in the business and is optimistic about how contact centers will adapt and evolve as more AI is introduced. We discuss: • Opportunities for generative AI in the contact center • How the role of contact center agents will evolve • Impacts of the evolution of the agent role • The future of knowledgebases and other agent tools • How remote work impacts contact centers • One area where AI will drive up costs • Resources to keep up on the latest best practices in the industry Connect with Mike on LinkedIn – https://www.linkedin.com/in/mikeaoki/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E47 · Fri, August 04, 2023
Liar Liar imagined an attorney who could only tell the truth for an entire day. In this scene, he’s attempting to use all his willpower to simply lie about the color of a pen. This 1997 Jim Carrey film makes us wonder – what if marketers had to do the same? Nick Glimsdahl, host of Press 1 for Nick and Director of Contact Center Solutions at VDS, thinks they would tell a very different story. We discuss: • The State of Customer Service Today • How organizational measures get in the way of being customer-focused • Why consumer sentiment is degrading despite constant feedback • How to ask better questions • A strategy for personal improvement borrowed from the contact center • The best (and worst) uses for AI in Contact Centers • Why technology needs to match your Mission, Vision, and Values • The most impactful interview Nick ever conducted Connect with Nick on LinkedIn – https://www.linkedin.com/in/nickglimsdahl/ Press 1 For Nick – https://press1fornick.com/ Episode with John O’Leary - https://podcasts.apple.com/ca/podcast/the-difference-between-i-have-to-and-i-get-to-john/id1513628159?i=1000555690024 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E44 · Fri, July 28, 2023
The 2003 hit, “I Can” by Nas may have been aimed at children, but the message of hard work to achieve your dreams is relevant to anyone still involved in that pursuit. Success is a product of hard work, practice, and recognizing and taking advantage of opportunities, particularly stretch opportunities. Sean Ilenrey went from a homeless high school dropout to an award-winning executive in tech and keynote speaker. Turning his life around inspired him to help other professionals achieve their own goals through his organization, Corporate Dad. But that transformation didn’t happen overnight and required Sean to perform and grow in various stretch opportunities. We discuss: • What defines a stretch opportunity • Sean’s most challenging stretch opportunity • Benefits to offering stretch assignments to your team • How to get stretch assignments from your leadership • The behavior that has replaced “work ethic” as the most important element of success • How to recognize when you may be in over your head • When and how to seek coaching • The difference between a leader and mentor • How to prep for meetings with mentors Connect with Sean on LinkedIn – https://www.linkedin.com/in/sean-ilenrey/ CorpDad – www.CorpDad.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E45 · Fri, July 21, 2023
Clark W. Griswold is not your ordinary, everyday fool – he’s an exceptional fool and one who loves travel. Whether it’s California’s Walley World, Europe, or Las Vegas, Clark has experienced a lot as a customer while traveling with his family. In this scene from 1983’s National Lampoon’s Vacation, Clark is experiencing was could have been a “relationship restoration” moment that could have cemented his loyalty for life. Rick Denton can tell you about successes in a moment like this as well as disasters. Spoiler alert – it’s a disaster for Clark. Rick, probably just like the traveling Clark Griswold, believes the best meals are served outside and require a passport. We discuss: • How a Total Voice of the Customer approach leads to growth • His 3 Pillars of Total Voice of the Customer (VoC) • How VoC impacts both Internal and External Processes • How to gain insights from employees • How process fits into delivering your brand promise • How stories about your customers can change your employee perceptions • How he experienced the Japanese culture of omotenashi • How Relationship Restoration can drive customer loyalty Connect with Rick on LinkedIn – https://www.linkedin.com/in/rickdenton/ EX4CX – https://www.ex4cx.com/ What if drug companies made commercials for… airlines – https://youtu.be/x1_Gw1GoEJk Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E44 · Fri, July 14, 2023
I may be biased, but this scene from Ted Lasso may be one of the best scenes in recent television history. Aside from reminding us how food can transport us back in time, it more importantly reminds us to always be curious. Asking questions is a skill we learn very early in childhood – particularly ones that begin with “Why?” But that curiosity is often stifled by the desire to appear informed, smart, and competent, particularly in the workplace. Ashna Patel refuses to abandon that curiosity because she knows that asking questions is the most critical skill on the journey to success. That curiosity has led her to be recognized multiple times as a top influencer in Customer Success and she’s determined to help others develop their own sense of curiosity. We discuss: • Why she co-founded CS Insider • What Customer Success entails • Responsibilities of Customer Success Managers • The most important skills for Customer Success Managers • Resources outside your company for professional development • One question to ask new connections in your network • A free resource to help guide and spark curiosity Follow Ashna on LinkedIn – https://www.linkedin.com/in/ashnapatel92/ CS Insider – https://www.csinsider.co/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
Bonus · Tue, July 11, 2023
2500 years ago, before Socrates, Plato, and Aristotle, the Greek philosopher Heraclitus observed the ever-present state of flux in everything. His philosophy on how everything flows is often paraphrased (or misquoted) as, “The only constant in life is change.” On this episode of Jump the Queue, we’re exploring transitions. Emma Lo started out as a cancer researcher in Taipei, Taiwan, moved to Canada, and then discovered what she really liked was interacting with people going through transitions rather than cells going through transitions. https://www.linkedin.com/in/emma-lo/ Next, we talk to Tino Engel in Germany whose transitioned from being a professional poker player to becoming a management trainer who uses poker to explore making choices and dealing with uncertainty in business and life. https://www.linkedin.com/in/tinoengel/ Finally, I talk with an old colleague, Michael Hanks, who discusses keys to leading people he learned and utilized through multiple career transitions. https://www.linkedin.com/in/michael-hanks-52b30768/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E43 · Fri, July 07, 2023
Being an agent in a contact center can sometimes feel like Groundhog Day. You take call after call every shift and most of them sound like the calls you took the day before that, and the day before that, and the day before that. Of course, not everyone can thrive in that kind of environment. I mean, Bill Murray spent 12,395 days repeating the same day over and over, but he had no choice in the matter! Contact Center agents most certainly have a choice, so it’s critical to hire people who appreciate stability and predictability at work. EJ Kritz understands that Customer Experience begins with Employee Experience. If you’re wondering why your contact center attrition is high or why you have challenges hiring (or both), EJ has some suggestions for you, and no, they don’t involve AI. We discuss: • The most overlooked issue impacting employee retention • What you can learn from a blank cereal box • Overcoming challenges presented by Applicant Tracking Systems (ATS) • How the experience of letting people go can impact your business • Employee Satisfaction vs. Employee Engagement • How to make onboarding an amazing experience • The value of “boomeranging” new hires in training • 3 words that will change your approach to public speaking Follow EJ on LinkedIn – https://www.linkedin.com/in/ejkritz/ ath Power Consulting – https://www.athpower.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E42 · Fri, June 30, 2023
If you’ve never seen it, watch footage of Jimi Hendrix at the Monterey Pop Festival in 1967. Then you’ll understand why his band was called The Jimi Hendrix Experience. Their debut album – Are You Experienced? – was an immediate success, both critically and commercially. But it was Jimi’s stagecraft, a revelation to mostly white Greenwich Village audiences where he emerged as a star, that cemented the “Experience.” This craft had been honed while touring the incredibly demanding Chitlin' Circuit with the likes of the Isley Brothers and Little Richard. Those artists knew that the audiences didn’t just want music – they wanted a show – they demanded an Experience. Dan Gingiss recognized a long time ago that all customers appreciate an experience and today, he teaches individuals, teams, and audiences around the world how to become The Experience Maker at their organization and elevate their brand to a customer-centric experience leader. We discuss: · The skills he learned from direct mail marketing · The tightrope that is influencer marketing and how to do it right · Functions social media excel at for brands and functions to avoid · The value of “complainers” to brands · Personalization mistakes brands make and how to fix them · How ChatGPT will impact Customer Experience · Voice of Customer and Actions of Customer · Why Customer Experience Transformation projects fail Follow Dan on LinkedIn – https://www.linkedin.com/in/dangingiss/ Dan Gingiss The Experience Maker™ – https://dangingiss.com/ Jimi Hendrix Guitar Sacrifice – https://youtu.be/_-7toYWFEyk Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E41 · Fri, June 23, 2023
While the Princess Bride featured more famous quotes, Iñigo Montoya questioning Vizzini’s use of “Inconceivable” is not only memorable, but relatable in the business world when we hear terms used over and over in ways that may not be appropriate. While it’s not “inconceivable,” Neal Topf, President of Callzilla, has his own industry term that makes him feel like Iñigo Montoya every time he hears it in the wrong context. But our conversation isn’t about semantics – it’s about the realities of CX when applied in the real world. We discuss: · A tremendous weakness in the CX industry · A distinction between “client” and “customer” · Why he prefers “Servant Leaders” over “Thought Leaders” · Surprising places to find CX insights · The biggest challenges for companies to become profitable · The value of contrarians · Advice to entry level CX and/or Contact Center employees Connect with Neal on LinkedIn – https://www.linkedin.com/in/nealtopfcustomerexperience/ Callzilla – https://www.callzilla.cx Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E40 · Fri, June 16, 2023
We’re still a long way from learning Kung Fu in seconds like Neo did in The Matrix, but learning technology has come a long way over the past decade. With the impending launch of Apple Vision Pro, and the recent impressive advances in Generative AI, is learning on the cusp of something completely different from what’s come before it? David Wentworth, spent nearly 2 decades as a learning technology analyst before recently joining Schoox, a workplace learning platform. We discuss: · Why learning professionals have been slow to adopt new technologies · How YouTube changed learning · The simplest change organizations can easily make to supercharge learning · How virtual reality and the metaverse will impact learning · How Generative AI will impact learning · Tips on selecting an LMS for your organization Connect with David on LinkedIn – https://www.linkedin.com/in/davidmwentworth/ Schoox – http://www.schoox.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E39 · Fri, June 09, 2023
Daily Affirmations with Stuart Smalley mocked the self-help industry, but there have been numerous studies affirming a wide array of benefits of both self-affirmations and words of encouragement from others. Casey Klein isn’t a self-help guru, but he is thinking about ways to make life in the contact center better for agents. Among those ideas is using data to intervene and provide encouragement when agents have emotionally difficult calls. We discuss: · Why contact centers experience staffing challenges · Virtual Agents pros and cons · Real-Time Guidance / Agent Scripting pros and cons · Robotic Process Automation (RPA) · AI’s role in Contact Centers going forward · Innovative ways to improve Employee Experience Connect with Casey on LinkedIn – https://www.linkedin.com/in/casey-klein-961a98a/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E38 · Fri, June 02, 2023
While the disdain Parks and Recreation’s Ron Swanson has for government is played for laughs, his view of government being inefficient and a lousy place to work is shared by many Americans. But what if government inefficiency and employee dissatisfaction are, in part, because the software tools available to government employees haven’t kept up with the private sector? What if Ron Swanson experienced government tools the same way he experienced bacon and eggs? These are the kinds of questions Marketing professionals may be asking themselves after hearing what Mary Drumond has to say. She’s focused on being customer centric in her marketing efforts, but her new market, local government, is often ignored. You’ll be surprised to hear what happens when they’re not ignored. We discuss: · What it means to be customer-centric in marketing · The importance of Voice of the Customer Data · The most cost-effective method of marketing today · Astounding misconceptions about government workers · The unexpected cost of not investing in technology · Mary issues a challenge to marketers Connect with Mary on LinkedIn – https://www.linkedin.com/in/marydrumond/ The Customer Value Alignment (formerly Voices of CX) podcast – https://voicesofcx.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E37 · Fri, May 26, 2023
In 1995’s Tommy Boy, Tommy Callahan used a story (rather unsuccessfully) to paint a customer experience, in this case, a B2B2C (Business to Business to Consumer) customer experience. His effort left more than a little to be desired. While stories can be an effective way to present the Customer Experience, Jim Tincher learned long ago that stories aren’t enough. After cutting his teeth in CX at Best Buy, he fell in love with B2B CX and eventually wrote a book on the subject titled Do B2B Better: Drive Growth Through Game-Changing Customer Experience. I asked him to join Next in Queue to talk about B2B CX and I didn’t take no for an answer! We discuss: · The differences between B2C, B2B, and B2B2C · The most critical customer emotions to measure · How AI will be incorporated differently in B2B CX · What separates “CX Changemakers” from “CX Hopefuls” · The potential future of customer surveys · One piece of advice regarding presenting to executives Connect with Jim on LinkedIn – https://www.linkedin.com/in/jimtincher/ Books by Jim Tincher – https://www.amazon.com/stores/author/B07SNVH1DD?ingress=0&visitId=09a00189-8c45-4425-8a29-8f575cc5548d&store_ref=ap_rdr&ref_=ap_rdr Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E36 · Fri, May 19, 2023
Creed II was the 2018 installment of the Rocky “legacyquel” and in this moment, Rocky is about to take Adonis Creed to the middle of nowhere to begin training for his rematch against Viktor Drago. Because the variables have changed, Rocky knows that Adonis needs to make big changes to achieve the success he’s grown accustomed to. Kristi Faltorusso is an award-winning Customer Success Executive, and she has watched Client and Customer Success teams around the world (and on her own team) shrink – yet the needs of customers remain as high as ever. It led her to ask, “How do you do the work you need to do differently with the resources you have?” She’s decided it’s about making big changes in how CSMs operate. We discuss: · The role of Customer Success in an organization · Why she hates the phrase “Do more with less” · 3 strategies for supporting customers with a smaller team o Customer Community / Education o Incorporating Automation / Creative Thinking o Reassessing Roles and Skills of Existing Team Members · The biggest skill CSMs (Customer Success Managers) need to master · A shocking admission from Kristi and what she plans to do about it Connect with Kristi on LinkedIn – https://www.linkedin.com/in/kristiserrano/ Keeping CS Simple – https://www.keepingcssimple.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E35 · Fri, May 12, 2023
In 1989, Field of Dreams introduced us to one of the most famous quotes in movie history: “If you build it, he will come.” In this scene, Terence convinces Ray to stop listening to his brother-in-law, who is only focused on one thing – the numbers. The number of acres, the lost revenue, and the mortgage. But Terence tells him that when he changes his focus to providing an experience to the people, the people will come. Annette Franz believes that building will bring things, too. Her latest book, Built to Win, is a blueprint for designing a customer-centric culture that drives value for businesses. During our conversation about employee experience, she said, “When you focus on the people, the numbers will come.” Oh, numbers will come, Annette; numbers will most definitely come. We discuss: · What Customer Experience means · One of the biggest barriers to becoming customer-centric · How employee experience impacts customer experience · The biggest way you can make an impact on becoming customer-centric · Brands that Annette is a fan of · How scale and a dispersed workforce impact company culture · How companies can leverage fans to deliver better experiences Connect with Rachel on LinkedIn – https://www.linkedin.com/in/annette-franz/ Books by Annette – https://www.amazon.com/stores/Annette-Franz/author/B07XKDVGTF Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E34 · Fri, May 05, 2023
1968’s Street Fighting Man by the Rolling Stones reflects society undergoing incredible changes. Demonstrations against the Vietnam War attracted thousands of students, both in Europe and America. In some cases, they turned violent. “Hey, said my name is called Disturbance” could reflect changes we see, not just in society, but in business and technology. When it comes to technologies used by contact centers, “Disturbance” goes by another name – “The Cloud.” Cloud-based technologies are rapidly changing the way contact centers interact with technology vendors. Perpetual licensing for on-premise “on-prem” solutions has been disrupted by short-term commitments to cloud solutions. Cloud-based solutions can implement advances in capability quickly and without involvement of the licensee. Rachel Lane has spent her career as a vendor of technologies to contact centers (or centres as she would spell it) and has seen the revolution from on-prem to cloud firsthand. We discuss: The core functions of major contact center technologies The rise of interoperable CCaaS technologies The end of long-term commitments to tech vendors? Are LLM’s like ChatGPT hype or transformational? What buyers of technology really care about Surprising anecdotes about fine art, music, and old-school technology Connect with Rachel on LinkedIn – https://www.linkedin.com/in/rachellane/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
Fri, April 28, 2023
It turns out that outsourcing isn’t the answer to everything like Homer suggests in this episode of the Simpsons. But outsourcing can be an effective way for businesses to focus their people on the core functions of their business while ensuring the non-core functions are still taken care of. But outsourcing isn’t a decision to be taken lightly and finding the right partner, whether they’re onshore, nearshore, or offshore, can be quite an undertaking. Tyler Orrell is a CX zealot who’s spent over two decades leading and developing contact centers all over the world. We discuss: · The nebulous nature of the terms onshore and offshore when it comes to outsourcing · Reasons you might want to consider outsourcing · Things to consider when making an outsourcing decision · The various types of work that a BPO can handle for organizations · How an organization can navigate finding an outsourced partner · How technology impacts any outsourcing decision · How to create a successful relationship with an outsourced provider Connect with Tyler on LinkedIn – https://www.linkedin.com/in/tyler-orrell-9b595335/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E32 · Fri, April 21, 2023
In this scene from Season 9 of Curb Your Enthusiasm, Larry David tries to invoke the Golden Rule at the airport. The concept of the Golden Rule is to treat others the way you would want to be treated and its origins are at least 2500 years old. The concept is present in all the world’s major religious traditions. Despite the long history and widespread usage of the Golden Rule, Milan Batinich says there is an even better rule to apply during our interactions with others – The Platinum Rule®. The Platinum Rule says to "Do unto others as ‘they'd’ like done unto them." This concept originated from the 1996 book of the same name written by Dr. Tony Alessandra and Dr. Michael J. O’Connor. Because each of us has a preferred communication style, the Platinum Rule suggests that we “flex” our style to better interact with others who have a different preference. Milan Batinich is a motivational speaker and contact center leader who moonlights as a storm chaser. We discuss: · Why understanding communication styles is important · Different options for evaluating communication styles · Characteristics of the 4 primary styles · Why modifying behavior leads to success in relationships with others · Real-world examples for how communication styles impact people at work · How Ikigai changed Milan’s professional path Connect with Milan on LinkedIn – https://www.linkedin.com/in/milan-batinich/ Milan Motivates – https://milanmotivates.com The Platinum Rule – https://www.amazon.com/Platinum-Rule-Discover-Business-Personalities/dp/0446673439 Call & Contact Center Registration – https://bit.ly/3lKcMXr Tickets generally cost $99, but with the promo code ROB100 you can attend for free! Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E31 · Fri, April 14, 2023
In Searchin’, this 1957 Lieber and Stuller hit performed by the Coasters, Billy Guy, sings about his determined search that has yielded no results to this point. While he’s searchin’ for his love, searching for specific, reliable, and up to date information to support customers can often feel just as challenging. The promise of the internet was the world’s knowledge at your fingertips. According to the latest estimates, 328.77 million terabytes of data are created each day and the amount of data is growing exponentially. Speaking of exponentially, in 2022, two new prefixes, ronna and quetta, representing 1027 and 1030 were added to the metric system because the vast amount of data that exists was approaching the top range of the existing prefixes. All this data has contributed to the challenge of locating exactly what you’re looking for. Sariel Moshe saw this issue sifting through data during his days in military intelligence. Eventually, he saw the same issue during his time at PayPal and he set out to improve search by making use of context. We discuss: · Why keywords will become a thing of the past · Why enterprise knowledge base search bars work so poorly compared to Google · How “promptability” will change how knowledge is stored · Why he expects support teams to change focus from case-solving to knowledge creation · Why “trust” will become the key to the next level of search Connect with Sariel on LinkedIn – https://www.linkedin.com/in/sariel-moshe/ xFind – https://www.xfind.ai/ Disney Robot Debuts at SXSW – https://youtu.be/wCYpnJskleM Call & Contact Center Registration – https://bit.ly/3lKcMXr Tickets generally cost $99, but with the promo code ROB100 you can attend for free! Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E30 · Fri, April 07, 2023
In the 1999 cult classic, Office Space, Peter Gibbons has just been requested by his awful boss, Bill Lumbergh, to work the weekend to make up for the recent layoffs their software company is going through. This might ring a little too true for a lot of people lately, but hopefully, they don’t have to deal with a Lumbergh. Layoffs, or Reductions in Force (a.k.a. RIF), impact not only the people who are let go, but also the people who are left behind. Lumbergh represents the kind of management unskilled in navigating these types of situations (or any situation, for that matter), but Andrew Rios joins the show today to talk about how to successfully navigate these challenges as a leader so you’re not remembered as a Lumbergh. We discuss: · Why layoffs aren’t always caused by poor management · How to effectively lead through a Reduction in Force · The unexpected opportunities presented as a result of a RIF · Effectively implementing cross-functional training · Handling demotions resulting from less employees · One mistake to avoid when dealing with smaller teams Connect with Andrew on LinkedIn – https://www.linkedin.com/in/riosa/ Call & Contact Center Registration – https://bit.ly/3lKcMXr Tickets generally cost $99, but with the promo code ROB100 you can attend for free ! Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E29 · Fri, March 31, 2023
With more than a little influence by the Beatles, U2’s The Showman (Little More Better) from 2017 is a lighthearted warning to their fans – don’t trust the performers too much. Before the term “brand” was even coined, “influencers” existed. In fact, celebrity endorsements go all the way back to the 1700s when the UK company, Wedgewood, makers of fine Chinaware, used royal endorsements to promote their products. While these celebrity endorsements have existed for hundreds of years, the social media age has created both “influencers” whose performances involve hawking just about anything you can imagine and their “followers” who pay an outsized amount of attention to what they have to say. It’s rare for an influencer to come right out and tell you to be wary of the “influencer” system, but Alex Mead doesn’t consider himself an influencer even if LinkedIn does. Alex drives CX innovation from within regardless of the industry. Airlines, Banking, Whisky, Logistics – Alex has done it all, but he wants us all to understand that some “influencers” are more marketing fluff than substance. We discuss: · The issues with the CX “Influencers” and Awards ecosystem · How Alex approaches every new project · The missing piece in most CX organizations · Why personalized and contextual customer service still isn’t common · A few myths about Customer Experience · How an “outsider” can bring value to CX design Connect with Alex on LinkedIn – https://www.linkedin.com/in/alexmead/ Call & Contact Center Registration – https://bit.ly/3lKcMXr Tickets generally cost $99, but with the promo code ROB100 you can attend for free! Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
Bonus · Thu, March 30, 2023
Do you need to rush out and adopt new tools like ChaptGPT to improve CX? Should we be more focused on the human-to-human connection? Are we simply not being strategic with our Customer Experience efforts delaying maturity? On this episode of Jump the Queue, I talk with 3 CX pros about where their focus is right now. We start in the home of Laverne and Shirley (yes, this is a test) with Murphy Fraser, Senior Consultant at TTEC Digital, who warns that with all the new and exciting tools out there, some may be executing tactically but not strategically. https://www.linkedin.com/in/murphy-fraser/ Next, we head to the Music City to talk with Donna Drehmann, author of Things Lady Likes and Director of Customer Experience with Eargo, who talks about a specific initiative that she’s working on that may spark some ideas for your company! https://www.linkedin.com/in/donnadrehmann/ Finally, we take a trans-Atlantic trip to the U.K. to talk with Sue Duris, Principal Consultant for M4 Communications, who’s working tirelessly to educate companies on how a focus on CX will drive long-term returns. https://www.linkedin.com/in/sueduris/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E28 · Fri, March 24, 2023
In the 1984 film, Revenge of the Nerds, the stereotype of the nerd eventually emerged as the hero, possibly inspiring nerd culture as we know it today. The term nerd was initially a pejorative, but beginning in the late 90’s, the interests of “nerds” and nerds themselves became more popular, in large part because of the rise of personal computers. Silicon Valley now wields an incredible amount of influence over both our work and personal lives. Data, once relegated to the realm of men with pocket protectors, became a critical part of business, media, and marketing. Today, data is now considered the most valuable resource in the world. But ensuring the integrity of data is in the hands of Business Intelligence professionals like Jaclyn Herr. Jaclyn leads Business Intelligence and Customer Experience at TeeTurtle, maker apparel, toys, and games, featuring both in-house designs and licensed characters from Disney, Marvel, and Star Wars. Yeah, nerd culture stuff. We discuss: · The Zendesk support platform · Why customer data is important to businesses · How data-driven stories affect change · Dealing with bad data · The biggest driver of customer expectations today Connect with Jaclyn on LinkedIn – https://www.linkedin.com/in/jaclyn-m-herr/ TeeTurtle: https://www.teeturtle.com/ Unstable Games: https://www.unstablegames.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E27 · Fri, March 17, 2023
In 1969, Brian Wilson came out of semi-retirement to write and record Break Away, an often-overlooked Beach Boys hit song. It’s a life-affirming song about positive change in one’s life and the feelings that accompany that change. Paula Naeff is a Performance & Productivity Coach who helps busy professionals break away from burnout and arrive at balance. We discuss: · How one of Paula’s passions led to a new professional direction · How burnout manifested for her · Peeling away the masks and confronting burnout · How dance coaching is like life/business coaching · A simple strategy for avoiding burnout · One tip for changing your energy level Connect with Paula on LinkedIn – https://www.linkedin.com/in/paula-naeff-coach111/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E26 · Fri, March 10, 2023
This scene is from the 2006 movie, The Pursuit of Happyness , inspired by the true story of Chris Gardner. Homeless with his young son, Chris was desperate to get a different job that would change his situation. But how does a salesman of bone density scanners transition to being a stockbroker? Transitions to any new role are challenging and that holds true in CX – whether you want to get into a CX role or out of one. Jenny Dempsey, CX Thought Leader and Chief Learning Advisor for CX Accelerator, joins this week’s episode of Next in Queue to talk about these transitions. We discuss: · What a typical CX involves · Functions that often lead to CX roles · Key skills needed for CX roles · Do CX Certifications matter? · Free resources for CX aspirants and CX practitioners · What does a CX career path look like? Connect with Jenny on LinkedIn – https://www.linkedin.com/in/jenny-dempsey/ CX Accelerator – https://www.cxaccelerator.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
Bonus · Tue, March 07, 2023
Despite the layoffs in the tech sector, unemployment in the US is at historic lows and we’re experiencing a labor shortage in many other sectors of the economy. Contact Centers have long experienced high turnover with baseline ranges estimated to be between 30 and 40 percent. While 2022 was seemingly the year of Employee Engagement, SQM’s research shows that agent engagement has remained stubbornly low for the industry and turnover is rising. On this episode of Jump the Queue, I traverse the US from coast to coast to talk with 3 contact center pros about attracting, engaging, and retaining employees. We start in the Midwest with Milan Batinich II, a contact center veteran and motivational speaker who’s focused on driving engagement in contact centers. https://www.linkedin.com/in/milan-batinich/ Next, we go out west to hear from David Powers, author of Blue Collar Call Center and CXO of Rooter Hero Plumbing & Air in Los Angeles. https://www.linkedin.com/in/davidjpowers2/ https://www.amazon.com/Blue-Collar-Call-Center-Conversational/dp/B0BF2HCKHS/ref=sr_1_1 Finally, we head to Jacksonville, FL for an east coast perspective form Bunyamin Cankirli, Service Delivery Director for Concentrix, a global BPO. https://www.linkedin.com/in/bunyamincankirli/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E25 · Fri, March 03, 2023
Nelson Mandela would spend 27 of his 95 years of life in prison. When The Ska revival band, The Specials (under the name, The Special AKA), released Nelson Mandela in 1984, he had already been in prison in apartheid South Africa for over 20 years and it would be another 6 years before he saw his release. He became the father of the modern, democratic South Africa, bringing an end to apartheid and becoming the first black head of state in South Africa. Winner of the 1993 Nobel Peace Prize, Mandela became a revered figure worldwide. He is credited with saying, “I never lose. I either win or learn.” This mindset of growth and a redefining of failure is a key to accelerating performance and innovation, says Neil Pretty, the CEO of Aristotle Performance. This week on Next in Queue, we discuss: · How leaders create psychological safety and trust · What corporations can learn from the military · The key conditions for driving innovation among teams · Why leaders often default to managing · A simple strategy to improve your leadership presence Connect with Neil on LinkedIn – https://www.linkedin.com/in/neil-pretty/ Aristotle Performance – https://www.aristotleperformance.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E24 · Fri, February 24, 2023
Organizational Change can be difficult, especially when you’re a new leader. And while some skills like engaging with those who may be resistant to change should be encouraged, a top-down approach to change management can be lonely and frustrating effort. Michael Corleone found this out the hard way after taking the reins of the family business. And while most of us aren’t dealing with an organization like his (nor do we have a title like Godfather in that organization), we are all impacted by organizational change efforts. Some of us are even tasked with leading those efforts. While she’s not a boss in the way Michael Corleone was a “boss”, Sally Mildren is the CEO of Boss Lady Consulting, and she joins the show to discuss how Change Management affects Customer Experience (CX) and how to humanize change efforts. This week on Next in Queue, we discuss: · The most common mistake in managing change · How to deal with vocal opponents of change · The antidote to change fatigue · Keys to sustaining change efforts · How to measure the long-term impact of change efforts Connect with Sally on LinkedIn – https://www.linkedin.com/in/sally-mildren/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
Bonus · Tue, February 21, 2023
After over 160,000 employee layoffs in the tech sector in 2022, 2023 has already followed up with over 100,000 layoffs in the first two months of the year alone. While this pales in comparison to the number of jobs being created in the overall economy, mass layoffs have a huge impact on those affected and the psyche of people in the affected industries. This first episode of Jump the Queue, I talk with 3 people with interesting angles and insights on this subject and over the course of these 3 related yet distinct conversations, you’ll hear what’s foremost in their minds right now. We start with Michael McMillan, a CX insider and entrepreneur who literally grew up in a call center. https://www.linkedin.com/in/michaelcmcmillan/ Next, I talk with Mark Brody, a contact center vet with over 30 years of experience and current the President of the Austin Contact Center Alliance. https://www.linkedin.com/in/mark-brody-410b003/ Finally, I chat with Tony Won, a Player Experience expert in the gaming industry who has worked with some of the biggest names in the business. https://www.linkedin.com/in/tonywon1980/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E23 · Fri, February 17, 2023
In the 1968 film, 2001: A Space Odyssey, we were introduced to HAL 9000, a supercomputer with advanced AI who decided the mission was more important than the lives of his human crew. 16 years later, in The Terminator, we were introduced to Skynet, an AI developed by Cyberdyne Systems that began seeing humanity as a threat to its existence and triggered a nuclear holocaust that would forever change the earth and its inhabitants. These two seminal films, nearly a generation apart, engendered a distrust of AI in successive generations that are now grappling with how much to trust AI in their everyday lives. Today I visit with Carlos Kemeny who has a passion for data and how people use data to make decisions. This week on Next in Queue, we discuss: · The progression of the adoption of AI · What decisions people are willing to put in the hands of AI · The best way for humans and AI to work together · CX situations where AI will only make things worse · The reasons people often don’t trust data Connect with Carlos on LinkedIn – https://www.linkedin.com/in/kemenyc/ Take part in the Decision-Making study – https://research.drumcv.com/aistudy1/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E22 · Fri, February 10, 2023
When most people think of the 1990 film Pretty Woman, they think of Richard Gere playing Prince Charming to Julia Roberts’s Rapunzel. But the real hero of that story (at least in my eyes) is Barney Thompson played by Héctor Elizondo. Perhaps you’ve forgotten that character. Let me refresh your memory. You may remember that Vivian (Roberts) was tasked with buying a dress for dinner but couldn’t get the stores on Rodeo Drive to take her seriously. It was in this moment of desperation that she ran into Barney in the hotel lobby. Once he understood the situation, he arranged for her wardrobe. Later in the movie, it was Barney that said to Edward (Gere), “It must be difficult to let go of something so beautiful,” prompting Edward to realize he was in love. In short, it was Barney who enabled the experiences that made Pretty Woman the fairy tale we all remember, even if we don’t remember him. My guest this week is Patrick Ignacio, CORE Assistant Manager at the Four Seasons Hotel in Chicago. He has been in the hospitality world for two decades, a world that is about making memorable experiences to drive customer loyalty. This week on Next in Queue, we discuss: · How the reservation process impacts Guest Experience · How Franchise Branding provides both risks and rewards to owners · How “Word of Mouth” is dramatically changed by social media · How to drive loyalty by customer segment · The pros and cons of technology for guest experience · A lesson for other industries Connect with Patrick on LinkedIn – https://www.linkedin.com/in/patrick-ignacio-446744/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E21 · Fri, February 03, 2023
In the 1939 film, The Wizard of Oz, Dorothy’s dog, Toto, pulls back a curtain to reveal the Wizard to be just an ordinary man, operating machinery that projects a gigantic, ghostly, and intimidating image of his face. The Wizard had built his reputation using technology that no one in the merry old land of Oz understood. Today, there’s a technology impacting Customer Experience that few understand – algorithms. My guest this week is Dennis Wakabayashi, and he is on a mission to help people understand how marketing fits into modern CX and how technology is changing the landscape. This week on Next in Queue, we discuss: · The 3 Algorithms that shape CX · The fundamental change in Social Media marketing professionals need to be aware of · The surprising name that might become the next MySpace · How ChatGPT will change CX in unexpected ways · Where Revenue “Leaks” Occur in the Customer Journey · The CX Leadership Alignment Strategy that Works Connect with Dennis on LinkedIn – https://www.linkedin.com/in/denniswakabayashi/ Follow Dennis on Twitter – @CXCreator Visit the website – https://denniswakabayashi.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E20 · Fri, January 27, 2023
In 1990, Public Enemy released “Fight the Power” from their third album, one of the most popular and influential songs in hip hop history: People, people we are the same No we're not the same 'Cause we don't know the game What we need is awareness, we can't get careless You say what is this? My beloved let’s get down to business Mental self-defensive fitness Don't rush the show You gotta go for what you know Make everybody see, in order to fight the powers that be The song is, among other things, a call to recognize and mitigate the bias that guides our decisions and attitudes. 30+ years later, our recognition of our own bias is still suspect and can impact basic functions of support and service organizations like Quality Assurance. My guest this week is Ines van Dijk and she is on a mission to build better quality programs and Fight the Bias along the way. This week on Next in Queue, we discuss: · The Strategic Purpose of QA (Quality Assurance) · 3 Common Types of Bias in QA · How AI can both Mitigate and Amplify Bias · Strategies for Mitigating Bias · The First Step to Building a QA Process Connect with Ines on LinkedIn – https://www.linkedin.com/in/inesvdijk/ https://qualityinsupport.com/reducing-bias-in-reviews/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E19 · Fri, January 20, 2023
“Everybody lies.” Recently, I started re-watching the TV series House on Netflix. Probably the most famous quote and theme from the show is, “Everybody lies.” As diagnosticians, Dr. House and his team had to use the data presented to them to find the truth about what was really happening to their patients. Surveys may be the voice of the customer, but as Dr. House says, “Everybody lies.” But we have access to other forms of data to inform us about what’s happening with our customers. My guest this week is Craig Stoss, Director of CX Services at PartnerHero, and he believes organizations should use their customer support data to deliver the best possible experiences for customers. This week on Next in Queue, we discuss at: · 4 Types of Customer Data · The biggest challenge related to utilizing data · Quantitative vs. Qualitative Data · Next Issue Avoidance · Why Product Teams should listen to Support data Connect with Craig on LinkedIn – https://www.linkedin.com/in/cstoss/ https://www.stoss.ca/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E18 · Fri, January 13, 2023
Have you ever had a customer experience that made you think, “There’s got to be a better way?” An over-priced oil change did that for Adam Alfia and it led to him opening his first company. His entrepreneurial spirit led to a variety of businesses, including a concierge service and a variety of restaurants and night clubs. Increasingly, he realized customers stopped engaging when there were service issues and simply took to reviews to express their displeasure. Once again, he thought, “There’s got to be a better way.” How do you facilitate a dialogue between the customer and management in real time so issues can be resolved? This week on Next in Queue, we discuss at: · The most important lesson when dealing with customers · Why customers avoid engaging when there are problems · How he leveraged technology to begin the conversation · How instant feedback can improve workforce management · How instant feedback can improve Employee Experience (EX) Connect with Adam on LinkedIn – https://www.linkedin.com/in/adamalfia/ https://www.realtimefeedback.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E17 · Fri, January 06, 2023
Nearly every startup wants to grow. At certain milestones of growth, however, the structure of customer support must change to successfully support the business. And while change is never easy, knowing what and when you’ll need to change as you scale can help smooth out the process. Over the past 13 years, Reagan Helms has grown from the solo support agent in a start-up organization with less than 10 employees to the Director of Customer Experience leading a support organization of 30 agents. This week on Next in Queue, we discuss: · The required shift from being an individual contributor to a leader · The change in support recruiting that comes with scale · The new problems in support organizations that come with growth · Why you need to introduce structured processes before they feel necessary · Maintaining culture with team growth · The impact scale has on training new support agents Connect with Reagan on LinkedIn – https://www.linkedin.com/in/reagan-helms/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E16 · Fri, December 30, 2022
There’s a tendency to see mental health issues through a different lens than physical health issues. Whether it’s depression, anxiety, PTSD, or neurodevelopmental disorders like ADHD, mental health challenges are often hidden from even close friends and family members. Because of the stigma around them and the fact that they often manifest with no outwardly visible signs, they are often not addressed until a breaking point with severe and potentially dangerous consequences. This week, I’m talking with Erika-Taylor-Beck, the VP of Client Support at Relias. Her own personal journey dealing with mental illness inspired her to advocate for others and lead with authenticity and vulnerability. This week on Next in Queue, we discuss: · The fear and stigma around discussing mental health issues · Why she decided to discuss this publicly · The specific challenges in Contact Centers · Tips for identifying vulnerable employees · Ways to foster connection in a remote work environment Connect with Erika on LinkedIn – https://www.linkedin.com/in/erika-r-taylor-beck-relias/ Need help? https://www.cdc.gov/mentalhealth/tools-resources/individuals/index.htm Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E15 · Fri, December 23, 2022
The chasm between the promises of Artificial Intelligence (AI) and the reality of what AI can accomplish is closing faster than ever. Whether it’s creating uncanny images, writing poetry, providing better information in a chatbot, writing code, or creating original video from text prompts, the output of AI is increasingly disrupting long-established domains relegated to humans. This week, I’m talking with Boris Cergol, the Regional Head of Data at Endava. He has spent over a decade in the AI and Machine Learning (ML) space, and we discuss: · The attention-gathering abilities of AI · Use-cases for AI and ML in Business · The risks that AI technology poses · Balancing centralized and de-centralized AI systems · The challenge of overcoming bad or lack of data · How AI could change the “attention economy” Connect with Boris on LinkedIn – https://www.linkedin.com/in/boriscergol/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E14 · Fri, December 16, 2022
Perhaps you’ve heard the phrase, “The contact center is not a cost center.” The idea behind that is great contact centers drive customer loyalty and revenue by creating great experiences. But that doesn’t mean that they shouldn’t be efficient or that they should be immune to cost-cutting measures. Every company should be mindful of costs. But cutting costs for the sake of cutting costs can end up *costing* a lot more in the long run. To discuss how to cut costs responsibly, I talked with Brad Cleveland, author, speaker, and consultant known globally for his expertise in customer strategy and management. Brad was a founding partner of ICMI, International Customer Management Institute, and served as the CEO for more than a decade. His most recent book, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results , is a guide to shaping experiences that win loyalty and deliver outstanding business results. Brad and I discuss: · Customer Access Strategies · The value of cross-training / pooling · Deflection beyond self-service · Different methods to listen to Voice of the Customer (VOC) · How Workforce Optimization relates to organizational culture Connect with Brad on LinkedIn – https://www.linkedin.com/in/bradcleveland1/ Free Resources to help your organization thrive – https://www.bradcleveland.com/ Leading the Customer Experience – https://www.amazon.com/Leading-Customer-Experience-Deliver-Outstanding/dp/1789666872 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E13 · Fri, December 09, 2022
NPS® (Net Promoter System℠ / Net Promoter Score℠) was originally designed for B2C (Business to Consumer) as a predictor of loyalty. After working at Satmetrix Systems, the originator of the research behind NPS®, Steve Bernstein helped found Waypoint Group to tackle how to use NPS® in a B2B (Business to Business) environment. B2B has a significantly different buying cycle (both in length and complexity) from B2C, and often, many stakeholders influencing the buying decision. Steve joins Next in Queue this week to discuss: · The difference between Net Promoter System℠ and Net Promoter Score℠ · Sampling Strategy and why Response Rate is a critical metric · The issues with “transactional” NPS® · When and how often to engage with customers on NPS® · Why he hates the term, “survey” · And why NPS® should not be part of an agent scorecard Connect with Steve on LinkedIn – https://www.linkedin.com/in/sbernstein/ Failure Sucks – https://www.amazon.com/Failure-Sucks-More-Your-Customers-ebook/dp/B00N9DCDAA/ref=sr_1_1 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/ Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
S2 E12 · Fri, December 02, 2022
Remote work is not a COVID-era invention – it has been evolving for decades. But the COVID era forced many companies to adopt remote work with little preparation. Today, the debate rages inside companies – do we bring people back to the office? Do we continue with remote work? Is there a workable middle ground? Anne Bibb has spent the better part of the last decade advising companies on remote work strategies and this week, she joins Next in Queue to discuss: · How new remote work tools can contribute to mental health issues · How work from home has impacted productivity · Keys to leading a remote workforce · The two things employees want · The most important considerations before outsourcing / hiring off-shore · What fractional workers are and why you might want them · The future of remote work Connect with Anne on LinkedIn – https://www.linkedin.com/in/annebibb/ https://www.remoteevolution.com/ and Coming Soon: https://annebibb.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E11 · Fri, November 25, 2022
Customer Experience is impacted by the decisions companies make, the systems they build, and the people they hire. A fully formed CX strategy requires buy-in from the C-Suite because it affects every part of the business. To drive CX projects forward, practitioners need to be able communicate in “C-Suite Speak” to have an impact on the business. Diane Magers has worked with some of the most recognizable brands in the world and this week she helps us think about the ROI of CX and how to communicate it effectively. This week on Next in Queue, we touch on: · Customer Experience vs. Experience Management · CX Indicators vs. CX Measures · Why Employee Experience affects Customer Experience · Why a formalized decision-making process is critical to success · What journey mapping accomplishes and who should be involved in the process · The power of questions and change leadership Connect with Diane on LinkedIn – https://www.linkedin.com/in/dianemagers/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E10 · Fri, November 18, 2022
Much like cooking, company culture is an art. It requires a lot of ingredients, time, and tools. But a culture with the wrong ingredients can leave a bad taste in everyone’s mouth. Growing up in a successful family business in the service industry, Jill Raff is very attuned to the importance of both Customer Experience (CX) and Employee Experience (EX) and has made her business to help companies with both. This week on Next in Queue, we touch on: · Why company culture matters · Visible signals of culture issues · How EX impacts CX · How to gauge company culture during an interview · Strategies to improve your company culture · The one ingredient to company culture that you can never have enough of Connect with Jill on LinkedIn – https://www.linkedin.com/in/ex2cx-advisor/ https://www.jillraff.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E9 · Fri, November 11, 2022
Chatbots are about as popular as cable companies, but every new technology needs time to mature. The continued evolution of Conversational AI (Artificial Intelligence) and NLP (Natural Language Processing) is making both “low-code” and “no-code” chatbot deployments successful, both from a customer standpoint and a business standpoint. But a successful deployment requires a solid strategy, appropriate measures of success, and great conversational design. This week, I talk with Jim Rowe, who has been helping businesses with their chatbot deployments for years. This week on Next in Queue, we touch on: · Why people hate chatbots · What Conversational Design is and why it matters · How Conversational AI has allowed the chatbot to evolve · Chatbot mistakes to avoid · When you should and should not name your chatbot · The biggest opportunities for chatbots Connect with Jim on LinkedIn – https://www.linkedin.com/in/jimrowebot/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E8 · Fri, November 04, 2022
Employee Experience (EX) and how it relates to Customer Experience (CX) is a hot topic, but an often-overlooked aspect of EX is the workspace environment – layout, colors, scent, etc. As more and more people work from home, the environment these employees work in can become an afterthought. At the risk of sounding “woo-woo”, Claire Boscq set out to improve working environments (even if it’s also your home) by fusing traditional Feng Shui, neuroscience, and modern business principles like Maslow’s Hierarchy of Needs, to form the BIZSHUI Method. This week on Next in Queue, we touch on: · How falling down allows you to move forward · How environment affects human behavior · Practical and simple modifications you can make to your work environment · How to deal with a bedroom-based workspace · Why the position of your desk matters Website – https://claireboscq.com/ Connect with Claire on LinkedIn – https://www.linkedin.com/in/claireboscq/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/
S2 E7 · Fri, October 28, 2022
AI (Artificial Intelligence) is deployed in a variety of ways in contact centers. But can AI improve hearing between customer and agent? Jacobi Anstruther, founder and CEO of IRIS Technologies, originally sought to improve F1 driver performance by inducing flow state through sound. This quickly shifted gears (!) to more low-hanging fruit: improving communication between driver and pit crew during races. As the pandemic began and the team migrated to remote work, Jacobi realized the technology he was working on solved problems for all kinds of people now working from home, including contact center agents. We touch on: · How sound works in your brain · How AI can change the way we experience sound · The impact of sound on “Flow State” and focus · The challenges of affecting sound in real-time · The impacts of poor audio on contact center retention IRIS – https://iris.audio/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S2 E6 · Fri, October 21, 2022
Whether you believe in The Great Resignation or The Great Reshuffle, recruiting and hiring has become as important as ever. With an unmatched enthusiasm for the contact center business and over two decades of experience, Matt Beckwith shares insights on how to improve the recruiting and hiring process. We touch on: · Why recruiting and hiring is so important for contact centers · How Recruiting and Hiring has changed since the pandemic began · The biggest opportunity in contact center recruiting and hiring · How technology may be impeding your recruiting efforts · Why new hires shouldn’t start on Monday · How your contact center can become an employer of choice in your market Connect with Matt on LinkedIn - https://www.linkedin.com/in/matthewbeckwith/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S2 E5 · Fri, October 14, 2022
We’ve all heard of Uber. Maybe we know multiple people participating in what’s been dubbed the “Gig Economy,” whether it’s for Uber or some other type of gig work. Megan Neale founded Limitless in 2016 to help create the brand support model of the future – GigCX. While gig work is a significant trend in the workforce, GigCX is more than just workforce flexibility – it’s a way to leverage loyal customers who are experts in your platform to help other customers and get rewarded for doing so. We touch on: · How GigCX differs from flexible work like delivery services · How GigCX improves efficiencies in ways impossible in traditional support models · How training / certification works in a GigCX model · How AI enhances the effectiveness of GigCX · How size of customer-base affects GigCX · And the 3 primary factors that drive “experts” to participate in GigCX Connect with her on LinkedIn - https://www.linkedin.com/in/meganneale-belimitless/ Limitless - https://www.limitlesstech.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
Bonus · Mon, October 10, 2022
David Powers, host of Caffeinated CX and CXO for Rooter Hero Plumbing, and Drew Gorringe, Contact Center Technology Consultant at C-lect Consulting, join this bonus episode to discuss the future of the Contact Center, including emerging technologies. Connect with David on LinkedIn - https://www.linkedin.com/in/davidjpowers2/ Connect with Drew on LinkedIn - https://www.linkedin.com/in/drewgorringeucaas/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S2 E4 · Fri, October 07, 2022
While in high school, I was gifted a book titled 2000 Most Challenging and Obscure Words . I thought using some of those words made me sound smart. What they really did was get in the way of communication because the goal of communication is not to demonstrate knowledge. The goal is to be understood. An expert in effective business writing and advocate of the use of Plain Language, Leslie O’Flahavan joins me this week and shares skills and tips to write more effectively to achieve that goal. We touch on: · The “Bite, Snack, Meal” online writing format · The importance of writing skills in Customer Service · How different written channels affect communication strategies · When to use Passive Voice and when to use Active Voice · “Blowing Up” Writing Myths · Plain Language – what it is and why to use it Connect with her on LinkedIn - https://www.linkedin.com/in/leslieoflahavan/ E-WRITE - https://ewriteonline.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S2 E3 · Fri, September 30, 2022
Mark Levy got into technology in the late 90’s – the early days of the internet. In the years that followed, he’s worked with some of the largest brands in the world on their Digital and CX strategies. It’s no surprise, then, that he’s an evangelist of improving the Digital Customer Experience (DCX). We touch on: · What Digital Transformation means · First Steps for Digital Transformation · How to measure the success of your digital transformation efforts · The role and future of Conversational AI · How Digital Transformation impacts the Contact Center · Pitfalls to avoid for successful transformation efforts Connect with him on LinkedIn - https://www.linkedin.com/in/marklevy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S2 E2 · Fri, September 23, 2022
Sandy Murphy started her own offshore BPO in 2021 after years cutting her teeth in the industry. But she found her true purpose after Typhoon Rai (Odette) hit the Philippines in December of 2021 and impacted her team members. Her mission became to change the way customer engagement professionals are treated. We touch on: · How cloud-based systems have lowered the barrier to entry for starting a new BPO · How low overhead allows for higher agent pay · Hiring and promoting people who care · Leading with kindness · The impacts of leading through fear · The importance of having clients that align with your culture Connect with her on LinkedIn - https://www.linkedin.com/in/sandymurphy1/ CXstomer - https://cxstomer.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S2 E1 · Fri, September 16, 2022
Amy Smith, VP of Effortless Experience at Challenger, has been involved in best practices research and implementation her entire career and has been focused on Effortless Experience implementation since 2016. We touch on: · What is (and what isn’t) coaching in the Contact Center · The barriers preventing effective coaching and how to overcome them · Communication Styles · Building a Coaching Competency Framework · Identifying behaviors and skills to develop · Developing Bench Strength · The most impactful and easy thing you can start doing tomorrow to improve your coaching Connect with her on LinkedIn - https://www.linkedin.com/in/amy-smith-b393293/ or amy.smith@challengerinc.com Challenger - https://www.challengerinc.com/ The Challenger Sale - https://www.penguinrandomhouse.com/books/309666/the-challenger-sale-by-matthew-dixon/9781591844358 The Effortless Experience - https://www.penguinrandomhouse.com/books/312730/the-effortless-experience-by-matthew-dixon/9781591845812/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E51 · Fri, September 09, 2022
Dave Derington’s started his career as an analytical chemist, but it was teaching people how to use computer systems used in the lab that really excited him. This led to a role known as Customer Support Scientist. He honed his customer experience skills hosting LAN party events in the early days of online gaming and eventually got hooked by video game design and how games “help us define the experience we want to have and iterate upon it.” He uses his deep understanding of gamification to design customer learning experiences that are compelling and effective as the Director of Customer Education at ServiceRocket. He also furthers the conversation with his podcast, CELab. We talk about how agile development and SaaS has changed how we need to look at customer education and how to keep it up to date. Connect with him on LinkedIn - https://www.linkedin.com/in/derington/ Customer Education Manifesto - http://customer.education/ Crossing the Chasm by Geoffrey Moore - https://www.amazon.com/gp/product/B00DB3D81G/ref=dbs_a_def_rwt_hsch_vapi_tkin_p1_i0 Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E50 · Fri, September 02, 2022
Luke Jamieson got sick of the hours of being a pastry chef and ended up in the Contact Center world in Melbourne, Australia. He became an advocate employee engagement through gamification which led him to start his own consulting company. Today, as the Global Content Director at Centrical, he still advocates for great gamification in contact centers. He’s also a certified LEGO® Serious Play® facilitator who uses LEGO to help groups solve problems. Connect with him on LinkedIn - https://www.linkedin.com/in/luke-jamieson/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E49 · Fri, August 26, 2022
Sean Ilenrey, VP of Support at Dutchie, got his start in fast food while dreaming of becoming a professional musician. While music didn’t pan out, his work ethic led to opportunities that eventually led him to the contact center world where he could finally “sit down” while he worked. He shares his journey into the world of workforce and operations, the differences between outsourced environments and captive (insourced) environments, why he said yes to getting into the software support side of the cannabis industry, why he began coaching working dads on financial success, and his potentially divisive opinions on the best and worst Star Wars movies. Connect with him on LinkedIn - https://www.linkedin.com/in/sean-ilenrey/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E48 · Fri, August 19, 2022
After cutting his teeth at Marriott, his idea for a hotel training manual eventually turned into a decades-long career traveling the world and training hotel and lodging professionals. Doug Kennedy shares some of his experiences, beginning with his first job manning the register of his mother’s local craft supply store in Lexington, Kentucky. Connect with him on LinkedIn - https://www.linkedin.com/in/doug-kennedy-7619b51b/ Kennedy Training Network - https://kennedytrainingnetwork.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E47 · Fri, August 12, 2022
When he’s not singing for The Lone Rangers, Brett Jones is leading Product at ItsaCheckmate. His path began in an outsourced contact center. But after being rendered homeless after the 2nd total loss from flooding inside a year, he decided to take a leap with a startup. We discuss the stresses of working in a tech startup, the pros and cons of working with family, and how product management is like writing a song. Connect with him on LinkedIn - https://www.linkedin.com/in/brett-jones-645a55126/ The Lone Rangers - https://www.thelonerangersstl.com/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E46 · Fri, August 05, 2022
Contact Center Security is ever more important, but Matt Smallman says that the processes used by most contact centers are merely “Security Theatre.” During his time in the British Army, he was focused on Counter IED Search Operations. But when he left the military, he ended up in Financial Services and that’s when he began to see problems with security processes that technology could fix. He’s made it his mission to “get rid of ridiculous, pointless, frustrating, time-consuming, insecure security processes,” and his book explains exactly how to do that for your organization. Connect with him on LinkedIn - https://www.linkedin.com/in/mattsmallman/ Unlock Your Call Centre - https://www.symnexconsulting.com/unlock-your-call-centre/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E45 · Fri, July 29, 2022
Bogdan Surdea-Blaga dispels the notion that there are vampires in Transylvania, shares his secret to career progression, and discusses how RebelDot acts as the “guardian” of new applications they support. Connect with him on LinkedIn https://www.linkedin.com/in/bogdansb/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E44 · Fri, July 22, 2022
From the “microphone” at Club Med to building the first ISP in Paraguay to media relations for the Ferrari Panamerican 20.000 Expedition, Marcos Tatijewski has led an amazing life filled with generosity, risk, luck, and preparation. He shares his CX insights along with some incredible stories in this episode. Connect with him on LinkedIn https://www.linkedin.com/in/marcostati/ Ferrari Panamerican 20.000 Expedition https://youtu.be/xVYS3GTmI5w?list=FLKyceaxMmdG-n6sDvGjsrPA Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E43 · Fri, July 15, 2022
Gemma Colby grew up in South Africa and began her career in customer service in the freight industry. She then moved a continent away to the UK, changed industries, but always kept the Customer Experience at heart. She is a founding member of Women in CX, the 2021 CX Leader of the Year winner (UK Customer Experience Awards), and the Head of Customer Experience at Yell. Connect with her on LinkedIn https://www.linkedin.com/in/gemma-colby-%F0%9F%8C%88-21175132/ Vintage Yellow Pages Christmas Ad - https://youtu.be/ywjfSVrCqnk Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E42 · Fri, July 08, 2022
Randy Johns began his career on the phone as an agent during college, eventually leading teams of over 10,000 employees. We discussed: · The power of employee engagement to drive company success · How online customer support communities can drive Net Dollar Retention and NPS · Lessons he learned pioneering work at home in the 2010s Connect with him on LinkedIn https://www.linkedin.com/in/randyjohns/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E41 · Fri, July 01, 2022
Daniel Akre was an Olympic-caliber swimmer who transitioned his competitive nature to the business world. He is now the VP of Global Business Development with LiveXchange Technologies. We discussed the evolution of the BPO industry, job hopping, and the gig CX economy. Connect with him on LinkedIn https://www.linkedin.com/in/danielakre/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E40 · Fri, June 24, 2022
Adrian Swinscoe is a customer experience advisor, podcaster, author, speaker, workshop leader, and aspirant punk. We discussed his unlikely journey to CX and lessons from Punk CX. Connect with him on LinkedIn https://www.linkedin.com/in/adrianswinscoe/ Listen to the Punk CX podcast and read Adrian’s blog: https://www.adrianswinscoe.com/ Find his books, How to Wow, Punk CX, and Punk XL: https://www.amazon.com/Adrian-Swinscoe/e/B0080439D8?ref=sr_ntt_srch_lnk_2&qid=1655479388&sr=8-2 Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E39 · Fri, June 17, 2022
Differences between living in Belgium, Florida, and Kansas, what he learned by watching The Fresh Prince of Bel-Air, and the similarities between parenthood and leading at work are just a few of the topics I tackled with Bunyamin Cankirli, Site Director at Concentrix. Connect with him on LinkedIn https://www.linkedin.com/in/bunyamincankirli/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E38 · Fri, June 10, 2022
The value of receiving a “no”, turning weaknesses into strengths, and the power of a single glass of water – just a few of the topics I tackled with Dee Layman, Customer Success Manager at Square. Connect with her on LinkedIn https://www.linkedin.com/in/lynnette-layman-58a04a202/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E37 · Fri, June 03, 2022
Supporting 60+ million users during the launch of Disney+, lessons learned in the outsourcing world, and meeting customers where they are – just a few of the topics I tackled with Brian Dunphy, VP of Customer Experience at Warby Parker. Connect with him on LinkedIn https://www.linkedin.com/in/brian-dunphy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/
S1 E36 · Fri, May 27, 2022
From politics to Director of Player Support for 450+ million players of Fortnite at Epic Games, Tony Won shares his unique journey within the gaming industry, including his current role Senior Consultant at https://www.playersupport.com/ . Connect with him on LinkedIn https://www.linkedin.com/in/tonywon1980/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E35 · Fri, May 20, 2022
How she made “hunter” orange-colored pastry dough, the differences between digital channels, and the role of CX professionals in an organization are just a few of the topics I discussed with Kate Kompelien, Executive Director Experience Strategy at TTEC Digital. Connect with her on LinkedIn https://www.linkedin.com/in/katekompelien/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
Fri, May 13, 2022
Dealing with anxiety on the phone, how a friend who interned for Wendy Williams led to a podcast with meaning, and the importance of “why” are just a few of the topics I discussed with Stacey Pryce, Founder of PryceUp Coaching. Connect with her on LinkedIn https://www.linkedin.com/in/pryceup/ , Twitter @quality_theory and @PryceOnPurpose , and check out her Pryce on Purpose podcast. Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E33 · Fri, May 06, 2022
Lessons from working in an airplane plant, learning service experience lessons from studying other companies, and what character he is from Office Space are just a few of the topics I discussed with Chad Molen, Service Delivery Manager of NIMBL. Connect with him on LinkedIn https://www.linkedin.com/in/chadmolen/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E32 · Fri, April 29, 2022
The challenges of being a woman and a mother in the business world, how 2020 changed her “why” and led to the founding of Meridian Remote Teams, and what “balance” means to her are just a few of the topics I discussed with Marion Balandra, CEO of Star Mars Tech and Meridian Remote Teams. Connect with her on LinkedIn https://www.linkedin.com/in/%F0%9F%92%97marion-b-75558555/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E31 · Fri, April 22, 2022
Entrepreneurship, geek culture, and gruesome hockey injuries are just a few of the topics I discussed with Travis Curnutte, Principal at Volli Communications. Connect with him on LinkedIn https://www.linkedin.com/in/traviscurnutte Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E30 · Fri, April 15, 2022
The differences between in person customer care versus over the phone, the secrets of the greeting card industry, and the IVR trick you should know are just a few of the topics I discussed with Anne Brunson, the Vice President/General Manager of Self-Funded Solutions at Maestro Health. Connect with her on LinkedIn https://www.linkedin.com/in/annebrunson/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
Fri, April 08, 2022
Thanksgiving contact center emergencies, Disney Safari tours, and building your own team are just a few of the topics I discussed with Jeff Songster, the Head of Care for Diggs Pet. Connect with him on LinkedIn https://www.linkedin.com/in/jeffsongster/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E28 · Fri, April 01, 2022
“Australia hot”, how planning impacts training, and how breakfast with friends in Silicon Valley led to a business in communication strategy are just a few of the topics I discussed with Ryan J. Warriner. Connect with him on LinkedIn https://www.linkedin.com/in/ryanwarriner/ and check out his Book, The Effective Presenter: The Winning Formula for Business Presentations and his website: https://www.professionalpresentationservices.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E27 · Fri, March 25, 2022
Punk Rock, tabletop gaming, and how his experience in gaming culture made the transition to work from home easy are just a few of the topics I discussed with David Powers, the Contact Center Manager for Rooter Hero Plumbing. Connect with him on LinkedIn https://www.linkedin.com/in/davidjpowers2/ and check out his Caffeinated CX podcast https://anchor.fm/caffeinatedcx/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E26 · Fri, March 18, 2022
The implications of a viral story about an unclaimed $50 syllabus prize and the emergence of CX in higher education are just a couple of the topics I discussed with Shanna Hayes, the Director of Customer (Learner) Experience & Retention at Southern New Hampshire University. Connect with her on LinkedIn https://www.linkedin.com/in/shanna-hayes/ . Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E25 · Fri, March 11, 2022
How personal interests can spark new relationships, why technology still has not fulfilled the prophecy of the end of Contact Center agents, and the hidden value of local/regional professional associations are just a few of the topics I discussed with Mark Brody, the CEO of Brohawk Solutions and President of the Austin Contact Center Alliance. Connect with him on LinkedIn https://www.linkedin.com/in/mark-brody-410b003/ and check out Brohawk Solutions at https://brohawksolutions.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E24 · Fri, March 04, 2022
How auto dealership CX has evolved with the internet, the surprising demographic that is driving online sales, her favorite ride, and the crazy car market that is 2022 - just a few of the topics I discussed with Carol Marshall, the COO at ActivEngage. Connect with her on LinkedIn https://www.linkedin.com/in/carolmarshall/ and check out ActivEngage at https://www.activengage.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E23 · Fri, February 25, 2022
How a manufacturing accident led to a contact center career, how running a contact center is as valuable as an MBA, and the shockingly slow telephony cloud adoption rates in 2022 are just a few of the topics I discussed with Fred Stacey. Connect with him on LinkedIn https://www.linkedin.com/in/fredstaceyaincx/ or check out his services at https://aincx.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E22 · Fri, February 18, 2022
How a kid from the Midwest who wanted to be a diplomat ended up in the contact center business, the evolution of the contact center image in Latin America, and what makes Bogotá unique are just a few of the topics I discussed with Rick Strub. Connect with him on LinkedIn https://www.linkedin.com/in/rick-strub-0030b813/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E21 · Fri, February 11, 2022
How a desire to help led to training, how early failures led to professional development, and how he began writing for industry publications are just a few of the topics I discussed with Mark Pereira. Connect with him on LinkedIn https://www.linkedin.com/in/marknick/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
Fri, February 04, 2022
Dealing with explosive growth, installing the Net Promoter System℠, and writing a children's book are just a few of the topics I discussed with Donna Drehmann. Connect with her on LinkedIn https://www.linkedin.com/in/donnadrehmann/ Check out her book Things Lady Likes on Amazon Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
Fri, January 28, 2022
Mizzou/KU rivalry, being a “Party Attendant”, and the future of CX are just a few of the topics I discussed with Nathan Baldwin. Connect with him on LinkedIn https://www.linkedin.com/in/nathancbaldwin/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E18 · Fri, January 21, 2022
911 calls, Star Wars, and a (future) contact center movie directed by Robert Rodriguez – Maggie Palacios and I had a lot of fun during this episode! Connect with her on LinkedIn https://www.linkedin.com/in/margarita-palacios-egemo-283aba158/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 E17 · Fri, January 14, 2022
Making sales calls as a kindergartener, losing over 200 pounds, and learning a new definition of cold are just a few of the topics Michael McMillan shared with me during this episode! Connect with him on LinkedIn https://www.linkedin.com/in/michaelcmcmillan/ or learn more about his current companies at https://www.proximocx.com/ and https://bizsprints.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
S1 Enull · Fri, January 07, 2022
Find out what Next in Queue is all about! Music courtesy of Big Red Horse - bigredhorseband.com
S1 E16 · Fri, December 31, 2021
Whether shocking his daughter with a newly shaved head or relocating all over the world, my conversation with Nestor Castillo is a lesson in navigating change. Connect with Nestor at linkedin.com/in/nestor-castillo-b283657b Music courtesy of Big Red Horse - bigredhorseband.com
S1 E15 · Fri, December 24, 2021
Rain on tin roofs, crowing roosters, barking dogs… just some of the challenges Kenneth and Louise Kuaea experienced while working to help transform the economy of American Samoa and give back to their community when they started a contact center where none had existed before. Learn more about what they do at https://klaodsolutions.com/ Music courtesy of Big Red Horse - bigredhorseband.com
S1 E14 · Fri, December 17, 2021
I travel back in time to 1990 with Tom Silzell to talk about “Five cent Sundays” at MCI, mullets, and the evolution of telecommunications and the internet. It turns out your long hair doesn’t come back in this type of time travel. We take Abby McBride along for the ride and she throws in a few Millennial curveballs in this episode. Learn more about what they do at https://cxsolutionsource.com/ Music courtesy of Big Red Horse - bigredhorseband.com
S1 E13 · Fri, December 10, 2021
Using Twitter for something other than doom scrolling, finding your CX tribe, balancing quality with quantity, and #CXQOTD are just a few of the topics I discuss with Jeremy in this episode. Learn more about his current organization at https://www.numberbarn.com/ and check out CXAccelerator at https://www.cxaccelerator.com/ Music courtesy of Big Red Horse - bigredhorseband.com
S1 E12 · Fri, December 03, 2021
Lessons from hospitality, the growth opportunities startups offer, and what exactly CX means - just a few of the topics I tackled with Murphy Fraser, Consultant at Avtex Solutions. Learn more about her current organization at https://avtex.com/ and check out CXAccelerator at https://www.cxaccelerator.com/ Music courtesy of Big Red Horse - bigredhorseband.com
S1 E11 · Thu, November 25, 2021
"Better Practices," mergers, and misconceptions about Honduras - just a few of the topics I tackled with Jose Moreno, the Executive Director at Connect Worldwide BPO. Learn more about his current organization at connectxperience.com Music courtesy of Big Red Horse - bigredhorseband.com
S1 E10 · Fri, November 19, 2021
Philly fans, Bull Riding Chutes, and Customer Service Excellence in a Bank - just a few of the topics I tackled with Danelle Rice, the Customer Service Manager of Northpointe Bank. Connect with her at https://www.linkedin.com/in/danelle-r-rice/ Music courtesy of Big Red Horse - bigredhorseband.com
S1 E9 · Fri, November 12, 2021
From being a failed actor to running an analytics company and everything in between, this is my conversation with Jimmy Hosang, the CEO of The Modular Analytics Company (TMAC). His story is one of grit and perseverance and he doesn't hold back! You can learn more about TMAC at https://tmac.ai/ Music courtesy of Big Red Horse - bigredhorseband.com
S1 E8 · Fri, November 05, 2021
Why is he called "The Weatherman", how did he got into sales and contact centers, The Platinum Rule, Public Speaking, and so much more is on the agenda for my conversation with Milan Batinich II, the Director of Business Development for A.W. Companies, Inc. Connect with him at https://www.linkedin.com/in/milan-batinich/ Music courtesy of Big Red Horse - bigredhorseband.com
S1 E7 · Fri, October 29, 2021
Check out my conversation with Emily Thomas, the Customer Success Manager for American Forest Foundation, where we talk about leadership, finding work that brings you to life, the excitement of learning, and some of the difference between large and small organizations. Music courtesy of Big Red Horse - bigredhorseband.com
S1 E6 · Fri, October 22, 2021
Check out my conversation with Louis Wilkerson, the BPO Vendor Manager for Cinch Home Services, where we talk about leadership, sales, incentives, ethics, and his path toward achieving his personal goals. As always, music courtesy of Big Red Horse - bigredhorseband.com
Fri, October 15, 2021
Listen in on my conversation with Shanté Smith-Daniels, a CX and Contact Center expert, Certified Personal Trainer, and community leader who believes in using her passions to give back. Check her out on LinkedIn and learn more about The Fit and Food Connection at http://www.fitandfoodconnection.org Music courtesy of Big Red Horse - bigredhorseband.com
Fri, October 08, 2021
With the superpower of creating amazing customer experiences and teams through proven best practices and creative solutions in every industry he finds himself in, you won't want to miss my conversation with CX expert, Jason Scott Livingston. Check him out on LinkedIn and at startwithcare.com Music courtesy of Big Red Horse - bigredhorseband.com
S1 E3 · Fri, October 01, 2021
Master Virtual Classroom Trainer and the Original Virtual Training Hero, Kassy LaBorie is a on a mission to rid the world of boring slide reading lectures and passive live online participants! She’s the principal at Kassy LaBorie Consulting, training trainers to be virtual trainers around the globe each day! Catch her sharing tips on how to be a Virtual Training Hero on LinkedIn and at her website: KassyConsulting.com . Music courtesy of Big Red Horse - bigredhorseband.com
S1 E2 · Fri, September 24, 2021
Startups, Coaching, and the gig model for Contact Centers are just some of the topics I discussed with entrepreneur and co-founder of ShyftOff, Trevor Clark, who was previously a corporate executive responsible for Contact Center Operations, Finance, and Analytics. Music courtesy of Big Red Horse - bigredhorseband.com
S1 E1 · Fri, September 17, 2021
Listen in on my conversation with Nancy Friedman (NancyFriedman.com and ServiceSkills.com), AKA The Telephone Doctor. Nancy is an expert on customer service, communication skills, and sales. Music courtesy of Big Red Horse - bigredhorseband.com
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