Next in Queue Quarter in Review (2025 Q1)

Next in Queue

Player FM - Internet Radio Done Right

הוסף לפני four שנים

תוכן מסופק על ידי Rob Dwyer. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Rob Dwyer או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.

Tinfoil Swans

1
Matthew Lillard and the Glorious Dorito Salad 43:18

לפני 18 ימים43:18

הפעל מאוחר יותר

רשימות

לייק

אהבתי

43:18

You have a favorite Matthew Lillard film or TV performance. It might be SLC Punk , the Scream franchise, Scooby Doo , Hackers , She's All That , Twin Peaks: The Return , or the new Stephen King and Mike Flanagan movie The Life of Chuck . He's been working in Hollywood for over 30 years, and has a reputation for being kind to fans. But connecting with people is exactly why he got into acting as a kid — the community that comes from putting on a play together and hashing it all out at the diner afterward. It's what drew him to Dungeons & Dragons, and then a spirits company celebrating fantasy and horror fandoms. Lillard joined Tinfoil Swans to talk about growing up not fitting in, the thrill of finding your people, the punk rock high school movie he directed, his wedding cheese wheel, and so much more. For more info visit: foodandwine.com/tinfoilswans Learn more about your ad choices. Visit podcastchoices.com/adchoices…

לפני שנה 21:13

MP3•בית הפרקים

Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from thefirst quarter of the year.

This episode features great moments from John Walter, Ian Storm, Chris Gillen, Neal Woodson, Afshan Kinder, Mike Kendall, and Beth Karawan.

Chapters

John Walter – 1:01

Ian Storm – 7:33

Neal Woodson – 10:14

Afshan Kinder – 13:18

Mike Kendall – 15:28

Beth Karawan – 18:12

199 פרקים

#Business #Rob Dwyer

Next in Queue Quarter in Review (2025 Q1)

Next in Queue

published לפני שנה

שתפו

MP3•בית הפרקים

Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from thefirst quarter of the year.

This episode features great moments from John Walter, Ian Storm, Chris Gillen, Neal Woodson, Afshan Kinder, Mike Kendall, and Beth Karawan.

Chapters

John Walter – 1:01

Ian Storm – 7:33

Neal Woodson – 10:14

Afshan Kinder – 13:18

Mike Kendall – 15:28

Beth Karawan – 18:12

199 פרקים

#Business #Rob Dwyer

Усі епізоди

1
Welcome Back featuring Erica Marois 44:34

לפני 16 hours44:34

44:34

John Sebastian is probably best known for his time with the ‘60s band, The Lovin’s Spoonful. But in 1976, he scored a #1 hit with Welcome Back, the theme song to Welcome Back, Kotter. A sitcom about a wise-cracking teacher who has returned to his high school alma-mater to teach a remedial class of students, Welcome Back, Kotter featured a group of students who are viewed by most as misfits. But they are also their own close-knit little community. As John Travolta’s Vinnie Barbarino puts in the pilot episode, “This is my place. And these, these are my people.” That feeling of community that drew Gabe Kotter back to James Buchanan High School isn’t all that different than the feeling that drew Erica Marois back to ICMI. After several years away from the contact center industry, Informa, the parent company of ICMI and HDI among others, asked her to come back to the community she always knew was home. • The Complexities of the Grocery Industry• The Importance of Community in Contact Centers• Getting Reacquainted with the Contact Center Industry• The Evolution of Work-from-Home Dynamics• Fostering Community Engagement and Connection• The Convergence of IT Support and Customer Experience• Innovative Community Engagement InitiativesConnect with Erica on LinkedIn – https://www.linkedin.com/in/ericastrother/ Reach out to Erica via email: erica.marois@informa.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Something’s Amiss featuring Kevin Steele 52:00

לפני 22 ימים52:00

52:00

Bruce Campbell’s return as Ash in the 1992 cult classic, Army of Darkness, illustrated how the specific words we use are critical to success. After his accidental transportation to 1300 A.D., Ash must retrieve the Necronomicon, the Book of the Dead, before he can return home. But to close the portal opened by the book, he must first recite the 3-word phrase, “Klaatu Barada Nikto.” It turns out that using a single wrong word has serious consequences. You probably won’t have to battle an army of the dead because you miscommunicated with a customer, but those who’ve been involved in customer service and support know that customer interactions can feel like a battle. Kevin Steele learned that shifting your perspective of the customer can turn an adversarial interaction into a partnership and he joins to share how to make that happen. • Mac vs. PC• The Reluctance to Engage with Support• Shifting Perspectives• Building Trust through Communication• Navigating Customer Relationships• The Power of Feedback• Exploring Cthulhu and the UnknownConnect with Kevin on LinkedIn – https://www.linkedin.com/in/kevsteele/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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We Started Out Friends featuring Reagan Helms 40:47

לפני 29 ימים40:47

40:47

20 years ago, American Idol winner, Kelly Clarkson, blanketed the airwaves with Since U Been Gone. The song explores the aftermath of a now-ended relationship. While break-up songs often express longing, regret, and sadness, Since U Been Gone is a realization of how much better things are now. It also expresses the feeling of finally recognizing red flags that have been in plain sight for a while. These feelings are not exclusive to romantic relationships. People get emotionally connected to software they use at work all the time. And sometimes, they start rethinking their commitment, especially when the relationship feels one-sided. Reagan Helms has led Support at Planning Center for 15 years and during his last appearance on the show during Season 2, he compared his relationship with his support platform to marriage. But recently, that relationship soured and he’s moving on. • Warning Signs in SaaS• The Migration Dilemma• Vetting New Solutions• AI That Actually Works• Preparing for ChangeConnect 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/…

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Bye Bye Bye featuring Erika Taylor-Beck 51:47

לפני 5 weeks51:47

51:47

NSYNC’s 2000 hit, Bye Bye Bye, has been streamed over a billion times on Spotify. The late 90’s and early 2000’s saw a resurgence of the “Boy Band” – a term applied to vocal groups consisting of young men whose performances were marketed primarily to girls and young women. Boy Bands were often “created” rather than forming organically. The 60’s band The Monkees, is perhaps the first example. The template for success had already been established by New Kids on the Block in the early 90s. Backstreet Boys proved the template worked and NSYNC followed it, achieving similar success. From The Monkees to Meneudo to K-Pop, history has shown that a solid foundational, well-choregraphed template leads to success more often than simply “wingin’ it.” The same is true of leading people. But the disappointing reality for many first-time leaders is that they’re often expected to wing it and hope for success. Erika Taylor-Beck is on a mission to help leaders stop wingin’ it and start churning out success using tried and true methods. • The Importance of Leadership Training• Communication and Culture in Leadership• Handling Difficult Conversations• The Role of Documentation • Documenting Successes and Building Rapport• Transitioning from Peer to Manager• The Art of Delegation• Tailoring Leadership Styles to Individual NeedsConnect with Erika on LinkedIn – https://www.linkedin.com/in/erika-r-taylor-beck/ Authentic Foundations – https://authenticfoundations.podia.com Book a Free 30-Minute Strategy Session – https://cal.com/erika-taylor-beck-4esqwd/30min Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Next in Queue Quarter in Review (2025 Q1) 21:13

לפני 6 weeks21:13

21:13

Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from thefirst quarter of the year. This episode features great moments from John Walter, Ian Storm, Chris Gillen, Neal Woodson, Afshan Kinder, Mike Kendall, and Beth Karawan. Chapters John Walter – 1:01 Ian Storm – 7:33 Neal Woodson – 10:14 Afshan Kinder – 13:18 Mike Kendall – 15:28 Beth Karawan – 18:12…

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May the 4th be in Queue featuring Brian Dunphy 48:15

לפני 7 weeks48:15

48:15

A long time ago, in a podcast season far, far away, it is a dark time for the inhabitants on planet earth. A novel virus has caused a global pandemic. A year in, many are adjusting to a “new normal” that includes working from home when possible. The social isolation has resulted in an explosion of media including niche podcasts. Relentlessly pursued by one of these aspiring Rebel podcasters, the renowned CX expert, Brian Dunphy, has acquiesced an invitation to appear as a guest. Little does Brain know that this interview is actually a covert mission to uncover the secret plans of the Disney+ IVR. • How this native New Yorker ended up “down unda”• The transformation of Postmates• His journey to Warby Parker• The transition from “insourcing” to “outsourcing” • Lessons from launching Disney+ Support Operations • Advice for Customer Support in any galaxy and any timeConnect with Brian on LinkedIn – https://www.linkedin.com/in/brian-dunphy/ C-Lect Consulting – http://www.c-lect.com Darth Vader Cover Art – https://www.deviantart.com/keyadfdf/art/MLBB-Argus-Darth-Vader-PNG-1027375004 Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Do We Have Fans? featuring Priscilla Brooke 55:05

לפני 8 weeks55:05

55:05

It’s highly unlikely that you’ll start a podcast and quickly gain the kinds of fans depicted in this scene from Only Murders in the Building. Selena Gomez, Martin Short, and Steve Martin’s characters not only share an interest in true crime podcasts, but they also start their own podcast while investigating a murder in their apartment building on Manhattan’s Upper West Side. But that doesn’t mean you shouldn’t start a podcast. Podcasts are a medium for connection and community engagement, says Priscilla Brooke. She leads the Podcaster Success team at Buzzsprout, a podcast hosting service known for its user-friendly interface and ease of use. • Understanding Buzzsprout and Its Role• The Evolution of Podcasting• Expectations vs. Reality in Podcasting• Launching the 'Happy to Help' Podcast• The Vulnerability of Podcasting• Understanding Customer Support Dynamics• The Impact of Automation on Customer Expectations• Building Personal Connections in Customer SupportConnect with Priscilla on LinkedIn – https://www.linkedin.com/in/priscilla-brooke-91595854/ Buzzsprout – https://www.buzzsprout.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Take This Job and Shove It featuring Sarah Betts 48:48

לפני 9 weeks48:48

48:48

It’s only fitting that this 1977 #1 Country Hit is sung by Johnny Paycheck. The David Allen Coe written song inspired a 1981 film of the same name. The narrator of the song has realized that he should leave his job, but he hasn’t quite worked up the nerve to quit. Many people have found themselves in similar situations, clinging onto their job security despite knowing they’re in the wrong role or company. Job Security is a thing of the past, says Sarah Betts – at least in the way it’s typically been viewed. She reveals a new kind of job security that she learned from Support Driven’s Scott Tran and we discuss why it’s so difficult to find a new role today and strategies to overcome those challenges. • The Changing Landscape of Job Security• Upskilling and Networking• Recognizing When to Leave a Job• The Impact of Job Hopping on Career Opportunities• Navigating the Job Market Today• The Importance of Fit in Employment• Empowerment and Identity in CommunicationConnect with Sarah on LinkedIn – https://www.linkedin.com/in/sarah-betts-dunn/ Vizit – https://www.vizit.com/ National Oldtime Fiddlers’ Contest & Festival – https://www.fiddlecontest.org/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Started from the Bottom featuring Alisha (Ali) Joseph 51:51

לפני 10 weeks51:51

51:51

Love him or hate him, Drake’s 2013 hit, Started from the Bottom, is unforgettable. It resonates, not only because of its musical simplicity, but also because it celebrates the rise from scrappy beginnings to success. It’s the epitome of “The American Dream.” Most of us will not realize the kind of success that Drake has, but that doesn’t mean we can’t start from the bottom and reach heights we didn’t expect. A consistent theme I hear from leaders in Customer Support and Customer Service is exactly that – they started from the bottom as an agent and then realized the “job” could be a successful career. Alisha Joseph started from the bottom, and she joined the show to talk about how support roles can be transformational for people. • The Importance of Customer Support Opportunities• The Impact of Support Roles on Personal Growth• The Value of Diverse Backgrounds in Customer Service• Second Chances and Success Stories in Support Roles• Leadership and Empathy in Action• Building Future LeadersConnect with Ali on LinkedIn – https://www.linkedin.com/in/alijoseph/ Savvy Service Pro Learning Solutions – bit.ly/SavvyServicePro Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Blue Magic featuring JD Fairweather 53:24

לפני 11 weeks53:24

53:24

Ridley Scott’s 2007 film, American Gangster, told the story of Harlem drug lord, Frank Lucas. Frank, played by Denzel Washington, confronts Nicky Barnes about the quality of the product he’s distributing in this scene. Nicky isn’t exactly receptive to this feedback. His focus is on short-term profits while Frank takes a longer-term view of the business and customer perception of the brand. Quality, be it the quality of a product, or the quality of service are huge components of brand reputation. For any product or service, ensuring consistent, high-level quality comes at a cost. This is also true of contact centers. New advancements in technology are changing the financial cost of an effective quality assurance program, while also presenting new value to the businesses who care about how customers perceive their brand. ApexCX Sr. Consultant, JD Fairweather, brings his expertise to this conversation about the evolution of QA in contact centers. We discuss: • Introduction to Quality in Contact Centers• The Evolution of QA Processes• Challenges in Quality Assurance and Agent Evaluation• The Emerging Role of AI in QA• Transforming Quality Assurance for Better Insights• The Future of QA in Contact CentersConnect with JD on LinkedIn – https://www.linkedin.com/in/jdfairweather/ ApexCX – https://apexcx.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Donuts are Deceptively Hard featuring Beth Karawan 49:55

לפני 12 weeks49:55

49:55

During the first season of The Bear, Sydney talks to Marcus about his vision for making donuts for the restaurant, The Original Beef. Sydney, too, has visions for how to improve the restaurant, among them having online takeout orders to increase revenue. Both find themselves distracted from the nuts and bolts of running a restaurant by their desires to make dramatic improvements. Beth Karawan knows a little something both about the nuts and bolts of restaurants and the challenge of making donuts. She also knows that there are no quick fixes to CX and being distracted by your desires to make dramatic changes can backfire spectacularly, just like they did for The Original Beef. We discuss: • The Sweet Start: Donuts and Life Changes• The Reality of Customer Experience• Women in CX: Recognition and Representation• Behavior Change in Customer Experience• The Measurement Dilemma• The Human Element in Customer Experience• The Value of Experience Over PriceConnect with Beth on LinkedIn – https://www.linkedin.com/in/bethkarawan/ ImprintCX – https://imprintcx.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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The Truth is Out There featuring Chris Carter 51:54

לפני 13 weeks51:54

51:54

There are cult classics and then there are cult classics that simply become classics. First airing In 1993, Chris Carter’s The X-Files falls into the latter category. With a mix of sci-fi and paranormal phenomena, The X-Files pioneered the true-believer vs. skeptic formula while exploring the unknown. Although evidence of aliens may still be elusive, there are many other unknowns we’re all exploring as AI creeps into our everyday lives. I asked Chris Carter to help explore the impacts on employee and customer experience. No, this Chris Carter didn’t create The X-Files, but we still dig into the unknown. We discuss: • Understanding Employee Experience in Customer Service• Strategies for Listening to Employees• The Role of AI in Employee Support• Balancing Efficiency and Employee Experience• Customer Choice and AI Interaction• Building Personal Connections in Customer Service• Rethinking Employee Experience in Contact CentersConnect with Chris on LinkedIn – https://www.linkedin.com/in/cartertx/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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There’s a Story in Your Voice featuring Mike Kendall 52:49

לפני 14 weeks52:49

52:49

Not every song is a hit. This Elvis cut titled, “There’s a Story in Your Voice,” was not. No, not that Elvis. Elvis Costello is a member of the Rock and Roll Hall of Fame despite modest commercial success. His range, both in performing and writing, spans rock, jazz, R&B, country, Tin Pan Alley, and even classical music. This duet with Lucinda Williams, off the 2004 album, The Delivery Man, explores truths only revealed when we really listen to and/or share experiences with another person. There’s a story in every customer’s voice as well, if we’re ready to listen and/or share experiences with them. VOC (Voice of the Customer) programs have existed for decades, but much like Elvis Costello’s music, they are ever evolving. Today’s guest, Mike Kendall, is pioneer in Customer Experience and Product Innovation with work spotlighted in Harvard Business Review, Fred Reichheld’s The Ultimate Question 2.0, and CustomerThink, and together, we explore the evolution of VOC. We discuss: • Navigating Customer Feedback• The Role of Net Promoter Score• Human Factors in Customer Experience• Integrating Qualitative and Quantitative Insights• Operationalizing Voice of Customer• Understanding Customer Feedback Systems• Learning From Failures in VOC Implementations Connect with Mike on LinkedIn – https://www.linkedin.com/in/mikekendall/ The Customer Lab – https://www.thecustomerlab.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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That’s Not My Name featuring Afshan Kinder 44:05

לפני 15 weeks44:05

44:05

Despite barely touching the top 40 charts in the US, I’m willing to bet you’ve heard this debut single of the British duo, the Ting Tings. Over the past decade and a half, it’s been used in TV episodes, fashion shows, movies, viral TikTok videos, and commercials. It evokes the feeling of invisibility when your name is forgotten or mispronounced. While Afshan Kinder and I set out to have a conversation about the next generation of skills required for successfully leading in contact centers, we also touched on a conversation about cultural identity, what’s in a name, and the desire to feel accepted. We discuss: • What’s in a Name? • The role of AI in Customer Service • Building Critical Thinking Skills • Ensuring the Emotional Well-Being of Agents • The Future of Contact Centers • Investing in Leadership Development • Community Engagement Connect with Afshan on LinkedIn – https://www.linkedin.com/in/ank7555/ Agent Performance KPIs article – https://www.callcentrehelper.com/agent-performance-metrics-excellence-232117.htm Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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On the Rooftops of London featuring Vance Morris 55:33

לפני 16 weeks55:33

55:33

Being memorable as a business doesn’t mean you need an Oscar-winning song associated with you. But it certainly doesn’t hurt. It’s hard not to think of Dick Van Dyke as a chimney sweep when you hear him singing along with Julie Andrews in the 1964 musical, Mary Poppins. Van Dyke sets an awfully high bar for a memorable home services experience but my guest today, Vance Morris, says that not only can home services businesses create “rave-worthy” experiences, but that in doing so, they drive loyalty and revenue. And he’s not just pontificating – he creates a little bit of memorable magic with his own successful home services businesses. We discuss: • Lessons from Disney: The Importance of Systems• Customer Retention vs. Acquisition• Building Customer Connections• Creating Memorable Experiences in Home Services• Service Recovery: Turning Mistakes into Opportunities• Proactive Customer Service Solutions• Understanding Three Types of Loyalty Connect with Vance on LinkedIn – https://www.linkedin.com/in/vancemorris/ Deliver Service Now – https://yes.deliverservicenow.com/dsninstitute Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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The Beginning of a Beautiful Friendship featuring Neal Woodson 1:00:04

לפני 17 weeks1:00:04

1:00:04

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/…

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I Want Security featuring Jordan Hooker 50:52

לפני 18 weeks50:52

50:52

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/…

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He’s Doing It Again featuring Kelly Thibodeau 40:34

לפני 19 weeks40:34

40:34

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/…

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It Works for Chanel featuring Chris Gillen 1:02:43

לפני 20 weeks1:02:43

1:02:43

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/…

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Stronger featuring Ian Storm 1:07:06

לפני 21 weeks1:07:06

1:07:06

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/…

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Defend the Frontier featuring John Walter 58:43

לפני 22 weeks58:43

58:43

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/…

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Return to Sender featuring Nathan Muniz 58:05

לפני 23 weeks58:05

58:05

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/…

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Best of 2024 1:15:49

לפני 24 weeks1:15:49

1:15:49

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.…

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Winter is Coming featuring Jeremy Hyde 48:05

לפני 25 weeks48:05

48:05

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/…

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Uh oh, it’s Magic featuring Anders Boulanger 38:59

לפני 26 weeks38:59

38:59

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/…

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Dancing with Myself featuring Jevon Wooden 56:19

לפני 27 weeks56:19

56:19

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/…

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We Can’t Keep Up with Our Own Success featuring Corey Harlock 57:19

לפני 28 weeks57:19

57:19

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/…

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Turducken featuring Andrew Rios 39:35

לפני 29 weeks39:35

39:35

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/…

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Beautiful You’re Hired featuring Tim Glowa 46:21

לפני 30 weeks46:21

46:21

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/…

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Barbacoa de Cabeza featuring Justin Robbins 1:06:17

לפני 31 weeks1:06:17

1:06:17

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/…

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The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

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The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking About

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