Press 1 For Nick
Episodes
Rob Stevenson - President at Seeking Excellence, Inc. [Customer Service]
05 Oct 2020
Contributed by Lukas
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. Nick Glim...
John DiJulius - President - The Dijulius Group [Customer Service]
02 Oct 2020
Contributed by Lukas
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 yo...
Tanya Curtin - Director of CX at PNC [Culture]
25 Sep 2020
Contributed by Lukas
Tanya Curtin - Director of CX at PNC. Tanya talk about a CX focused culture, how to champion a cx initiative across the enterprise, and ways to mitiga...
Derek Gaunt - Negotiations Trainer and Coach at The Black Swan Group, Ltd - Author, "Ego Authority Failure" [Tactical Empathy]
18 Sep 2020
Contributed by Lukas
Derek talks about his book Ego, Authority Failure, the importance of emotional intelligence, listening and tactical empathy. He brings all of these ba...
Annette Franz - Founder and CEO of CX Journey, Inc. [Journey Mapping]
11 Sep 2020
Contributed by Lukas
Annette Franz talks Journey Mapping, the difference between Journey Mapping and Life Cycle stages, how to get started, and what do once you have compl...
Dr. James Killian at Qualtrics [Experience Gap]
04 Sep 2020
Contributed by Lukas
Dr. James Killian shares his horrible experience of buying a bike and talks through ways to close the experience gap. Nick Glimsdahl is the Director o...
Shep Hyken - Chief Amazement Officer - Shepard Presentations [Customer Service]
28 Aug 2020
Contributed by Lukas
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 ...
Chris Drury - Director of Customer Care at Blount Fine Foods [Customer Service]
21 Aug 2020
Contributed by Lukas
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 - Rockstar Keynote Speaker at ROCKSTAR CX [Expectations]
14 Aug 2020
Contributed by Lukas
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 ...
Nick Zeisler - Principal at Zeisler Consulting [CX Strategy]
07 Aug 2020
Contributed by Lukas
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...
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 [Feedback]
31 Jul 2020
Contributed by Lukas
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 be...
Brian Ahearn - Chief Influence Officer at Influence PEOPLE [Buy-in]
24 Jul 2020
Contributed by Lukas
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 d...
Nate Brown - Chief Experience Officer at Officium Labs, and Co-Founder of CX Accelerator [Employee Engagement]
10 Jul 2020
Contributed by Lukas
Nate Brown - Chief Experience Officer at Officium Labs, and Co-Founder of CX Accelerator. Nate talks about his role, what coming with CX Accelerator a...
Andy Netzel - VP, Client Success Effectiveness, Enterprise Payments & Analytics at KeyBank [Customer Expectations]
26 Jun 2020
Contributed by Lukas
Andy Netzel - VP, Client Success Effectiveness, Enterprise Payments & Analytics at KeyBank. Andy talks about the importance of understanding the e...
Dave Cherry - Principal - Cherry Advisory [Digital Transformation]
12 Jun 2020
Contributed by Lukas
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 q...
Jonathon McKay - Partner - Path [Customer Experience]
29 May 2020
Contributed by Lukas
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 g...
Neal Topf - Founder and President - Callzilla [Customer Service]
15 May 2020
Contributed by Lukas
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 ...