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Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.
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Jason explains how he got started in CX, how to have a pre-customer experience strategy, along with steps you should take, and specific roadblocks to watch out for in your strategy.
Denise Lee Yohn talks about culture, what it takes to build a healthy culture, whose responsibility it is, and what companies are doing it well. She goes on to explain why companies need to find the intersection between brand and culture and the importance of communication.
Roger talks about his book Friction. How to define Friction, examples of high effort, and describes why security is the biggest source of digital friction.
Rob Stevenson talks about his professional career, why it’s important to ask WHY, the importance of FUBAR, and why it is ok to make mistakes.
John DiJulius talks about how he got started in customer service, how important CX is to his businesses, and the importance of actively listening to your customers using the acronym FORD
Tanya talks about a CX focused culture, how to champion a Customer Experience initiative across the enterprise, and ways to mitigate risk.
Episode 14: Derek Gaunt – Negotiations Trainer and Coach at The Black Swan Group, Ltd – Author, “Ego Authority Failure”
Derek talks about his book Ego, Authority Failure, the importance of emotional intelligence, listening, and tactical empathy. He brings all of this back to customer service.
Annette Franz talks about Journey Mapping, the difference between Journey Mapping and Life Cycle stages, how to get started, and what do once who completed your Journey Map.
Dr. James Killian shares his horrible experience of buying a bike and talks through ways to close the experience gap.
Shep Hyken talks about how he got started in CX, Why FINE is the F-BOMB of customer service, and he walks through the five cults of the customer. You can connect with Shep Hyken on www.hyken.com
Chris Drury talks about how he got into customer service, crazy calls he has received, and explains what it means to be a CX Evangelist.
James Dodkins discusses his experience as a real-life Rock Star and how he transitioned to a CX Rock Star. He also discusses his six core elements of really good customer experience and which companies are doing it well.
Nick Zeisler – Principal at Zeisler Consulting. Nick talks about CX Strategy and Brand Promises, how to make sure they are aligned and what to do next once everything is aligned.
Episode 7: Dan Gingiss – Chief Experience Officer at The Experience Maker. International keynote speaker, CX coach, and author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
Dan Gingiss – Chief Experience Officer at The Experience Maker. Dan talks about the time he delivered pizza to Michael Jordan and how CX can be the best sales and marketing strategy.
Brian is the Chief Influence Officer at Influence People. Brian talks about ways to persuade people in a way that is lasting and ethical, and breaks down ways to build a coaching culture.
Nate Brown – Chief Experience Officer at Officium Labs, and Co-Founder of CX Accelerator. Nate talks about his role, what coming with CX Accelerator and how to implement a Voice of the Employee and Employee Engagement Strategy.
Episode 4: Andy Netzel – VP, Client Success Effectiveness, Enterprise Payments & Analytics at KeyBank
Andy Netzel – VP, Client Success Effectiveness, Enterprise Payments & Analytics at KeyBank. Andy talks about the importance of understanding the expectations from both the employee and clients, explains what do to after understanding expectations, and what do when expectations change.
Dave Cherry is the principal of Cherry Advisory. He talks about how retail has transitioned from omnichannel to CX, the risk of sticking with status quo, and ways to deliver a memorable retail customer experience by balancing innovation and security.
Jonathon McKay is a partner at PATH. He talks about how your customers & employees are your best source of innovation, how to let your employees get creative, and ways to listen to your customers.
Neal Topf is the founder of Callzilla, ICMI Top 50 to Follow, and a new podcast host, Fireside Chats without the Fires. He reflected on his tenure in customer service, the difference between customer service and customer experience, and lessons he has learned along the way.