Next In Queue podcast

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

for 7 dage siden51:51

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

for 14 dage siden53:24

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

for 21 dage siden49:55

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

for 28 dage siden51:54

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

for 5 weeks siden52:49

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

for 6 weeks siden44:05

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

for 7 weeks siden55:33

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

for 8 weeks siden1:00:04

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

for 9 weeks siden50:52

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

for 10 weeks siden40:34

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

for 11 weeks siden1:02:43

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

for 12 weeks siden1:07:06

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

for 13 weeks siden58:43

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

for 14 weeks siden58:05

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

for 15 weeks siden1:15:49

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

for 16 weeks siden48:05

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

for 17 weeks siden38:59

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

for 18 weeks siden56:19

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

for 19 weeks siden57:19

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

for 20 weeks siden39:35

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

for 21 weeks siden46:21

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

for 22 weeks siden1:06:17

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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Would You Like to Play a Game featuring Joshua Wathen 37:39

for 23 weeks siden37:39

37:39

For many, the 1983 film, WarGames, was an introduction into the world of hacking. Mathew Broderick hacks into a military central computer to play a game not realizing the explosive consequences. The Cold War era fear of launching a nuclear arsenal to begin World War III was purposeful hyperbole at the time. But the supercomputer named WOPR that talked in natural language and learned as it went doesn’t seem so hyperbolic today. Hacking into government computer systems, or any system for that matter, happens with regularity these days and AI has only enhanced the ease of gaining access. Just about every system that controls anything of consequence is under constant threat, says Joshua Wathen. As the COO of Triad InfoSec, he’s the perfect guest to discuss the current state of cybersecurity and what businesses should be doing to protect themselves and their customers. We discuss: • Understanding cybersecurity threats • The Dark Web • The rise of AI in cybersecurity threats • Implementation challenges • Why vendor security is critical • The role of leadership in cybersecurity Connect with Joshua on LinkedIn – https://www.linkedin.com/in/joshua-wathen/ Triad Infosec – https://www.triadinfosec.io/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Run Forest Run featuring Conor Pendergrast 55:35

for 24 weeks siden55:35

55:35

When Jenny tells Forest Gump to run, well, that’s what he does. But he didn’t just run. He became an All-American kick returner for Bear Bryant’s University of Alabama football team. Later in this 1994 film, Forest runs across the country at least 4 times, inspiring a following that runs with him over the course of over 3 years, 2 months, 14 days, and 16 hours. But despite his love of running, even Forest got burnt out. Doing the same thing for years can wear on a person. Conor Pendergrast started running years ago. But his diversification into becoming a triathlete gave him new insights into the importance of diversification, community, gamification, and more. He joins the show to explore lessons that apply to athletics as well as work. We discuss: • The importance of community • A key component to achieving goals • The critical nature of recovery • The advantages and limits of gamification • The role of culture in success Connect with Conor on LinkedIn – https://www.linkedin.com/in/conorpendergrast/ Conor’s Newsletter – https://www.customersuccess.cx/newsletter Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Automation featuring Chafik Abdellaoui 48:29

for 25 weeks siden48:29

48:29

The 2019 film, Automation, is bad. It has a poorly written screenplay and awful acting. The worst part of the movie is probably the special effects. For a movie about automation, you’d think they would have used better tools. They could have used Autodesk’s Design and Make Platform to put out something more than a guy in a robot suit but instead, we got practical effects that are rather embarrassing. The Next in Queue TL;DR review: Not enough automation in Automation. Perhaps Chafik Abdellaoui’s team at Autodesk has already reached out to the filmmakers – you’ll have to ask him. I asked him about the future of contact centers and I can sum up his response in two words: more automation. We discuss: • The longstanding place of automation in contact centers • How AI and LLMs are changing the landscape of customer service • How data integrity impacts the usage of bots • Why automation may not reduce the need for human agents • How accountability impacts the deployment of AI solutions Connect with Chafik on LinkedIn – https://www.linkedin.com/in/chafikabdellaoui/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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The Sword of Azeroth featuring Tony Won 39:33

for 26 weeks siden39:33

39:33

The Big Bang Theory touched on all kinds of nerd culture, including Role Playing Games, known as RPGs. RPGs can be tabletop games like Dungeons and Dragons or Massively Multiplayer Online games known as MMOs or specifically, MMORPGs. Many RPGs share some specific basics – you create a character that has a specific role, backstory, and specific attributes or skills. Those attributes can be enhanced during gameplay through experience and achievements. In some cases, you can attain specific items like the Sword of Azeroth which grants you a new title. These games also typically involve more complex character development than what is found in other types of games. Tony Won imagined using many of the mechanics of RPGs in agent development. Then he rolled the dice and implemented it within his company, Player Support. We discuss: • The challenges of evolving a solopreneur model into a business with employees • Challenges of dealing with foreign bureaucracies • How cultural differences can impact business operations • How he’s using an RPG framework to inspire employees • Keys to managing a startup in any country Connect with Tony on LinkedIn – https://www.linkedin.com/in/tonywon1980/ Player Support – www.playersupport.com Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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How Can I Help featuring Dr. Rachel Hitt 38:59

for 27 weeks siden38:59

38:59

The medical drama, New Amsterdam, features Dr. Max Goodwin as the new Medical Director for one America’s oldest public hospitals. Max strives to do something that seems oddly revolutionary – put patients first. Among his first acts to impact patient experience are to eliminate the Emergency Department waiting room and to bring healthy food into the hospital. Throughout the series, he attempts radical changes to help patients have better experiences in the hospital and better health outcomes. But improving patient experience doesn’t have to start with firing entire departments or upending every single process in a hospital. In fact, it begins with simply with how patients are treated by healthcare professionals. Communication and empathy are building blocks to a better patient experience, says Dr. Rachel Hitt. And as the Medical Director of Patient Experience for the Tufts Medical Integrated Network, she’s championing a different approach to patient relationships. We discuss: • Why the relationship with patients is crucial in medicine • How business practices often create barriers in healthcare • How technology can both help and hinder patient interactions • The essential skill to delivering difficult news • How active listening can improve patient outcomes Connect with Rachel on LinkedIn – https://www.linkedin.com/in/rachel-hitt/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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Dirty Little Secret featuring Casey Denby 56:31

for 28 weeks siden56:31

56:31

The video for the 2005 hit, “Dirty Little Secret” by the All-American Rejects featured a montage of people holding up post cards sharing their own “dirty little secrets.” Secrets seem to be part of the human condition, and they’re not limited to individuals. Industries, companies, and functions within companies all have their own dirty little secrets. Sometimes, those secrets are simply a result of a problem without a solution. One function of companies that has long held a dirty little secret is corporate training. It was a problem without a solution. But recently, a solution has emerged and Casey Denby is here to bring the secret out into the open and talk about how to solve the problem with technology. We discuss: • The dirty little secret of training programs • The most important component of skill development • The reason contact center retention rates are so bad right after training • The key component to confidence Connect with Casey on LinkedIn – https://www.linkedin.com/in/caseydenby/ Zenarate – https://www.zenarate.com/ Music courtesy of Big Red Horse – https://bigredhorseband.com/ Brought to you by Happitu – https://happitu.com/…

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These Go to Eleven featuring Jarad Haggard 49:35

for 29 weeks siden49:35