Luke Jamieson got sick of the hours of being a pastry chef and ended up in the Contact Center world in Melbourne, Australia. He became an advocate employee engagement through gamification which led him to start his own consulting company. Today, as the Global Content Director at Centrical, he still advocates for great gamification in contact centers. He’s also a certified LEGO® Serious Play® facilitator who uses LEGO to help groups solve problems. Connect with him on LinkedIn - https://www.linke...
Sep 02, 2022•40 min•Season 1Ep. 50
Sean Ilenrey, VP of Support at Dutchie, got his start in fast food while dreaming of becoming a professional musician. While music didn’t pan out, his work ethic led to opportunities that eventually led him to the contact center world where he could finally “sit down” while he worked. He shares his journey into the world of workforce and operations, the differences between outsourced environments and captive (insourced) environments, why he said yes to getting into the software support side of t...
Aug 26, 2022•53 min•Season 1Ep. 49
After cutting his teeth at Marriott, his idea for a hotel training manual eventually turned into a decades-long career traveling the world and training hotel and lodging professionals. Doug Kennedy shares some of his experiences, beginning with his first job manning the register of his mother’s local craft supply store in Lexington, Kentucky. Connect with him on LinkedIn - https://www.linkedin.com/in/doug-kennedy-7619b51b/ Kennedy Training Network - https://kennedytrainingnetwork.com/ Music cour...
Aug 19, 2022•53 min•Season 1Ep. 48
When he’s not singing for The Lone Rangers, Brett Jones is leading Product at ItsaCheckmate. His path began in an outsourced contact center. But after being rendered homeless after the 2nd total loss from flooding inside a year, he decided to take a leap with a startup. We discuss the stresses of working in a tech startup, the pros and cons of working with family, and how product management is like writing a song. Connect with him on LinkedIn - https://www.linkedin.com/in/brett-jones-645a55126/ ...
Aug 12, 2022•59 min•Season 1Ep. 47
Contact Center Security is ever more important, but Matt Smallman says that the processes used by most contact centers are merely “Security Theatre.” During his time in the British Army, he was focused on Counter IED Search Operations. But when he left the military, he ended up in Financial Services and that’s when he began to see problems with security processes that technology could fix. He’s made it his mission to “get rid of ridiculous, pointless, frustrating, time-consuming, insecure securi...
Aug 05, 2022•51 min•Season 1Ep. 46
Bogdan Surdea-Blaga dispels the notion that there are vampires in Transylvania, shares his secret to career progression, and discusses how RebelDot acts as the “guardian” of new applications they support. Connect with him on LinkedIn https://www.linkedin.com/in/bogdansb/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/...
Jul 29, 2022•50 min•Season 1Ep. 45
From the “microphone” at Club Med to building the first ISP in Paraguay to media relations for the Ferrari Panamerican 20.000 Expedition, Marcos Tatijewski has led an amazing life filled with generosity, risk, luck, and preparation. He shares his CX insights along with some incredible stories in this episode. Connect with him on LinkedIn https://www.linkedin.com/in/marcostati/ Ferrari Panamerican 20.000 Expedition https://youtu.be/xVYS3GTmI5w?list=FLKyceaxMmdG-n6sDvGjsrPA Music courtesy of Big R...
Jul 22, 2022•51 min•Season 1Ep. 44
Gemma Colby grew up in South Africa and began her career in customer service in the freight industry. She then moved a continent away to the UK, changed industries, but always kept the Customer Experience at heart. She is a founding member of Women in CX, the 2021 CX Leader of the Year winner (UK Customer Experience Awards), and the Head of Customer Experience at Yell. Connect with her on LinkedIn https://www.linkedin.com/in/gemma-colby-%F0%9F%8C%88-21175132/ Vintage Yellow Pages Christmas Ad - ...
Jul 15, 2022•45 min•Season 1Ep. 43
Randy Johns began his career on the phone as an agent during college, eventually leading teams of over 10,000 employees. We discussed: · The power of employee engagement to drive company success · How online customer support communities can drive Net Dollar Retention and NPS · Lessons he learned pioneering work at home in the 2010s Connect with him on LinkedIn https://www.linkedin.com/in/randyjohns/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https:...
Jul 08, 2022•48 min•Season 1Ep. 42
Daniel Akre was an Olympic-caliber swimmer who transitioned his competitive nature to the business world. He is now the VP of Global Business Development with LiveXchange Technologies. We discussed the evolution of the BPO industry, job hopping, and the gig CX economy. Connect with him on LinkedIn https://www.linkedin.com/in/danielakre/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/...
Jul 01, 2022•53 min•Season 1Ep. 41
Adrian Swinscoe is a customer experience advisor, podcaster, author, speaker, workshop leader, and aspirant punk. We discussed his unlikely journey to CX and lessons from Punk CX. Connect with him on LinkedIn https://www.linkedin.com/in/adrianswinscoe/ Listen to the Punk CX podcast and read Adrian’s blog: https://www.adrianswinscoe.com/ Find his books, How to Wow, Punk CX, and Punk XL: https://www.amazon.com/Adrian-Swinscoe/e/B0080439D8?ref=sr_ntt_srch_lnk_2&qid=1655479388&sr=8-2 Music c...
Jun 24, 2022•1 hr 1 min•Season 1Ep. 40
Differences between living in Belgium, Florida, and Kansas, what he learned by watching The Fresh Prince of Bel-Air, and the similarities between parenthood and leading at work are just a few of the topics I tackled with Bunyamin Cankirli, Site Director at Concentrix. Connect with him on LinkedIn https://www.linkedin.com/in/bunyamincankirli/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/...
Jun 17, 2022•50 min•Season 1Ep. 39
The value of receiving a “no”, turning weaknesses into strengths, and the power of a single glass of water – just a few of the topics I tackled with Dee Layman, Customer Success Manager at Square. Connect with her on LinkedIn https://www.linkedin.com/in/lynnette-layman-58a04a202/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/...
Jun 10, 2022•59 min•Season 1Ep. 38
Supporting 60+ million users during the launch of Disney+, lessons learned in the outsourcing world, and meeting customers where they are – just a few of the topics I tackled with Brian Dunphy, VP of Customer Experience at Warby Parker. Connect with him on LinkedIn https://www.linkedin.com/in/brian-dunphy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/...
Jun 03, 2022•46 min•Season 1Ep. 37
From politics to Director of Player Support for 450+ million players of Fortnite at Epic Games, Tony Won shares his unique journey within the gaming industry, including his current role Senior Consultant at https://www.playersupport.com/ . Connect with him on LinkedIn https://www.linkedin.com/in/tonywon1980/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
May 27, 2022•1 hr 12 min•Season 1Ep. 36
How she made “hunter” orange-colored pastry dough, the differences between digital channels, and the role of CX professionals in an organization are just a few of the topics I discussed with Kate Kompelien, Executive Director Experience Strategy at TTEC Digital. Connect with her on LinkedIn https://www.linkedin.com/in/katekompelien/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
May 20, 2022•35 min•Season 1Ep. 35
Dealing with anxiety on the phone, how a friend who interned for Wendy Williams led to a podcast with meaning, and the importance of “why” are just a few of the topics I discussed with Stacey Pryce, Founder of PryceUp Coaching. Connect with her on LinkedIn https://www.linkedin.com/in/pryceup/ , Twitter @quality_theory and @PryceOnPurpose , and check out her Pryce on Purpose podcast. Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
May 13, 2022•1 hr 5 min
Lessons from working in an airplane plant, learning service experience lessons from studying other companies, and what character he is from Office Space are just a few of the topics I discussed with Chad Molen, Service Delivery Manager of NIMBL. Connect with him on LinkedIn https://www.linkedin.com/in/chadmolen/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
May 06, 2022•47 min•Season 1Ep. 33
The challenges of being a woman and a mother in the business world, how 2020 changed her “why” and led to the founding of Meridian Remote Teams, and what “balance” means to her are just a few of the topics I discussed with Marion Balandra, CEO of Star Mars Tech and Meridian Remote Teams. Connect with her on LinkedIn https://www.linkedin.com/in/%F0%9F%92%97marion-b-75558555/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
Apr 29, 2022•42 min•Season 1Ep. 32
Entrepreneurship, geek culture, and gruesome hockey injuries are just a few of the topics I discussed with Travis Curnutte, Principal at Volli Communications. Connect with him on LinkedIn https://www.linkedin.com/in/traviscurnutte Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/
Apr 22, 2022•37 min•Season 1Ep. 31
The differences between in person customer care versus over the phone, the secrets of the greeting card industry, and the IVR trick you should know are just a few of the topics I discussed with Anne Brunson, the Vice President/General Manager of Self-Funded Solutions at Maestro Health. Connect with her on LinkedIn https://www.linkedin.com/in/annebrunson/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
Apr 15, 2022•40 min•Season 1Ep. 30
Thanksgiving contact center emergencies, Disney Safari tours, and building your own team are just a few of the topics I discussed with Jeff Songster, the Head of Care for Diggs Pet. Connect with him on LinkedIn https://www.linkedin.com/in/jeffsongster/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
Apr 08, 2022•39 min
“Australia hot”, how planning impacts training, and how breakfast with friends in Silicon Valley led to a business in communication strategy are just a few of the topics I discussed with Ryan J. Warriner. Connect with him on LinkedIn https://www.linkedin.com/in/ryanwarriner/ and check out his Book, The Effective Presenter: The Winning Formula for Business Presentations and his website: https://www.professionalpresentationservices.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought...
Apr 01, 2022•38 min•Season 1Ep. 28
Punk Rock, tabletop gaming, and how his experience in gaming culture made the transition to work from home easy are just a few of the topics I discussed with David Powers, the Contact Center Manager for Rooter Hero Plumbing. Connect with him on LinkedIn https://www.linkedin.com/in/davidjpowers2/ and check out his Caffeinated CX podcast https://anchor.fm/caffeinatedcx/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
Mar 25, 2022•1 hr 3 min•Season 1Ep. 27
The implications of a viral story about an unclaimed $50 syllabus prize and the emergence of CX in higher education are just a couple of the topics I discussed with Shanna Hayes, the Director of Customer (Learner) Experience & Retention at Southern New Hampshire University. Connect with her on LinkedIn https://www.linkedin.com/in/shanna-hayes/ . Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
Mar 18, 2022•58 min•Season 1Ep. 26
How personal interests can spark new relationships, why technology still has not fulfilled the prophecy of the end of Contact Center agents, and the hidden value of local/regional professional associations are just a few of the topics I discussed with Mark Brody, the CEO of Brohawk Solutions and President of the Austin Contact Center Alliance. Connect with him on LinkedIn https://www.linkedin.com/in/mark-brody-410b003/ and check out Brohawk Solutions at https://brohawksolutions.com/ Music courte...
Mar 11, 2022•1 hr 1 min•Season 1Ep. 25
How auto dealership CX has evolved with the internet, the surprising demographic that is driving online sales, her favorite ride, and the crazy car market that is 2022 - just a few of the topics I discussed with Carol Marshall, the COO at ActivEngage. Connect with her on LinkedIn https://www.linkedin.com/in/carolmarshall/ and check out ActivEngage at https://www.activengage.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
Mar 04, 2022•41 min•Season 1Ep. 24
How a manufacturing accident led to a contact center career, how running a contact center is as valuable as an MBA, and the shockingly slow telephony cloud adoption rates in 2022 are just a few of the topics I discussed with Fred Stacey. Connect with him on LinkedIn https://www.linkedin.com/in/fredstaceyaincx/ or check out his services at https://aincx.com/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
Feb 25, 2022•57 min•Season 1Ep. 23
How a kid from the Midwest who wanted to be a diplomat ended up in the contact center business, the evolution of the contact center image in Latin America, and what makes Bogotá unique are just a few of the topics I discussed with Rick Strub. Connect with him on LinkedIn https://www.linkedin.com/in/rick-strub-0030b813/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
Feb 18, 2022•50 min•Season 1Ep. 22
How a desire to help led to training, how early failures led to professional development, and how he began writing for industry publications are just a few of the topics I discussed with Mark Pereira. Connect with him on LinkedIn https://www.linkedin.com/in/marknick/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/...
Feb 11, 2022•36 min•Season 1Ep. 21
