Next in Queue
By Rob Dwyer
Next in QueueJun 10, 2022
Get Off of My Cloud featuring Fred Stacey
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/
If Droids Could Think There’d Be None of Us Here featuring Luke Jamieson
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/
Good Against Remotes is One Thing featuring Kaspars Kirsis
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/
Rock ‘n’ Roll Pest Control featuring Margaret Garcia
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 – www.linkedin.com/in/margaret-garcia-grit-ppo/
Grit PPO – www.gritppo.com/
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
Who Do You Trust featuring Dawud Gordon and Ivan Milenkovic
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/
Trust featuring Frank Mona III
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/
It’s Not About Us featuring Sarah Hatter
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/
There’s Only One Thing Wrong with this Car featuring Alyona Medelyan
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/
Would You Like to Play featuring Kent Morita
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/
A Little Dignity and a Little Respect featuring Stacy Sherman
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/
Please Mr. Postman featuring Michael Mattson
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 – www.linkedin.com/in/michaelcmattson/
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
I’m Just Gonna Say You’re a Farmer featuring Dan Smitley
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/
I Know You Called featuring Douglas Tait
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 – www.linkedin.com/in/douglas-tait-b2253/
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
No One to Call featuring Tim McElgunn
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/
No, Nick - Motivating featuring Russel Lolacher
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/
Monster is a Relative Term featuring Mike Verret
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/
Have You Tried Turning It Off and On Again? featuring Doug Rabold
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 – www.linkedin.com/in/doug-rabold-itil-hdi/
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
The One That I Want featuring Jason Trujillo and Kate Kompelien
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/
Last Dance featuring Jason Hiland
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/
Ruin is the Road to Transformation featuring Kassy LaBorie
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/
Ritual featuring Mercer Smith
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/
Jenny I’ve Got Your Number featuring Philip Bennett
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/
We All Wanna See You Tattoo Your… featuring Kory Kostecka
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/
The Look featuring Daniel Nilsson
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/
Fantastic Voyage featuring Ilenia Vidili
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/
So Shines a Good Deed in a Weary World featuring David Allison
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/
Man in the Mirror featuring Phil Johnson
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 – awards.supportdriven.com/best-podcast-nominations
Connect with Phil on LinkedIn – www.linkedin.com/in/philipjpjohnson/
Meet Phil - calendly.com/mblcoach/chat-with-phil
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
This Town Deserves a Better Class of Content featuring Paul Banks
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/
Seriously Understaffed featuring Irina Mateeva
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/
LinkedIn State of Mind featuring Elena Garvey
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/
Kapowee! featuring Mitch Case
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/
Hiring Your Next Agent J featuring Milan Batinich II and Mark Brody
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 – www.linkedin.com/in/milan-batinich/
Connect with Mark on LinkedIn – www.linkedin.com/in/markbrody-brohawksolutions/
Get your FREE PI Assessment – assessment.predictiveindex.com/bo/CZNH/NextinQueue
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
Scar Tissue featuring Rob Connelly
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 – www.linkedin.com/in/rob-connelly/
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
Baby If You’ve Ever Wondered featuring Sandy Yu
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/
I Fought the Law featuring John Walter
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 – www.linkedin.com/in/jowalter/
ZMAXINC – www.zmaxinc.com/
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
What It’s Like featuring Dr. Natalie Petouhoff
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/
Chain-o'-Command featuring Ron Holt
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 – www.linkedin.com/in/ronholtfranchise/
Pink Zebra Moving – pinkzebramoving.com/
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
How Do We Do That featuring Jan Young
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 – www.linkedin.com/in/jan-young-cx/
Jan Young CX – www.janyoungcx.com/
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
Jump the Queue - Looks Good On You Though featuring Nate Brown
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/
You’ve Got to Know When to Hold ‘Em featuring Tino Engel
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/
We’re Not Gonna Take It featuring Michael Podolsky
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 – www.linkedin.com/in/michael-podolsky/
Pissed Consumer – www.pissedconsumer.com/
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
Blame Canada featuring Mike Aoki
The Color Of This Pen Is featuring Nick Glimsdahl
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 – www.linkedin.com/in/nickglimsdahl/
Press 1 For Nick – press1fornick.com/
Episode with John O’Leary - 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 – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
I Can featuring Sean Ilenrey
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 – www.linkedin.com/in/sean-ilenrey/
CorpDad – www.CorpDad.com
Music courtesy of Big Red Horse – bigredhorseband.com/
Brought to you by Happitu – happitu.com/
I’m Not Your Ordinary, Everyday Fool featuring Rick Denton
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/
Be Curious Not Judgmental featuring Ashna Patel
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/
Jump the Queue featuring Emma Lo, Tino Engel, and Michael Hanks
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/
Okay Campers Rise and Shine featuring EJ Kritz
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/
Are You Experienced featuring Dan Gingiss
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/
Inconceivable featuring Neal Topf
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/