Shows
Any Given Runday#287 Rob Dwyer: From Hurling to Ironman World Championships, REDs and moreIn this episode of the Any Given Runday podcast, Rob Dwyer (@rob__dwyer on Instagram) shares his journey from hurling to triathlon, detailing his experiences in various competitions, including Ironman Wales and the Triathlon World Championships. He discusses the challenges he faced, particularly in swimming, and the importance of coaching and proper nutrition. Rob also opens up about his health struggles, including hemochromatosis and the impact of relative energy deficiency syndrome (RED-S) on his training. As he looks to the future, Rob emphasises the importance of recovery and setting goals in his athletic journey.13:30 Introduction to Rob...
2025-09-291h 05
My Favourite CXMy Favourite CX: Episode 22 Rob DwyerCX industry stalwart Rob Dwyer drops into the virtual My Favourite CX studio to share his experiences, hopes & dreams for customer experience. From a complete career change after the 2008 recession, to being a leading thought leader in the world of CX, Rob brings a great amount of insight to the podcast. He then shares one of his favourite customer experiences & just how valued Lego make him feel as a customer. To connect with Rob, find him on LinkedIn at https://www.linkedin.com/in/j-robert-dwyer/. Rob can also be found hosting the Next in Queue...
2025-09-0439 min
Table ServiceThe mistakes we make and a better path with Rob Dwyer (Table Service 106)Join host Jordan Hooker and Rob Dwyer, a contact center pro, VP of Customer Engagement at Happitu, podcast host, and customer experience thought leader, as they dig into topics like improving customer surveys, choosing and implementing the right technology, and some insights into getting the most value from AI.
Want to connect with Rob? Find him on LinkedIn: https://www.linkedin.com/in/j-robert-dwyer/
Learn more about Rob's with Happitu: https://happitu.com/
Listen and subscribe to Rob's podcast, Next in Queue: https://www.youtube.com/@nextinqueue
Want to connect with Jord...
2025-04-0141 min
Live Chat with Jen WeaverUnlocking Efficiency: Rob Dwyer’s Approach to Automating Support OperationsSupport teams juggle way too many manual tasks—from sending training invites to formatting reports and tracking progress. But what if you could automate it all with the tools you already have?In this episode, Rob Dwyer from Happitu shares how he used VBA inside Microsoft tools to eliminate repetitive work, saving hours every week on training, onboarding, and QA.You’ll learn:✅ How to identify automation-ready tasks ✅ The exact tools Rob used to streamline workflows ✅ How non-coders...
2025-02-0439 min
Winning With AIS2: EP.02 - Transforming Customer Engagement with AI: A Conversation with Rob DwyerIn this compelling episode of "Winning with AI," host Josh welcomes Rob Dwyer, the Vice President of Customer Engagement at Happitu. Rob shares his journey from working in the banking industry to becoming a leader in AI-driven customer engagement and conversational analytics. He offers insights into how AI is transforming customer interactions and elevating engagement strategies in today's business landscape.
Rob delves into the evolution of transcription technology, the impact of large language models (LLMs), and the potential of AI in replicating traditional quality assurance functions at scale. He discusses the challenges and opportunities AI presents in...
2024-11-1456 min
The State of Work Today12: How to Boost Employee Retention in High-Turnover Sectors with Rob DwyerIn this episode of State of Work Today, host Tim Glowa is joined by Rob Dwyer, VP of Customer Engagement at Happy2 and host of the NextInQ podcast, for a deep dive into managing employee engagement in high-turnover industries. Rob shares his extensive experience in call center operations and reveals how AI-driven solutions are transforming employee training, engagement, and retention. They explore the challenges faced by frontline managers, the critical need for effective coaching, and how technology can enhance organizational culture—even in remote settings. Join us for actionable strategies to improve workplace dynamics and drive success across any hi...
2024-11-071h 01
WFM Unfiltered | Workforce Management PodcastYour QM Messes My Staffing | Rob DwyerMessage the show!In this episode of WFM Unfiltered, Irina is joined by Rob Dwyer, a seasoned expert in Quality Management (QM) and the driving force behind transforming how organisations handle quality in contact centres. Rob’s unique perspective on the often-frustrating relationship between WFM and QM shines a light on the untold connections that affect staffing, agent performance, and overall service levels.You’ll hear a candid conversation about how traditional Quality Management might actually be working against your business by cherry-picking calls and introducing bias. Rob breaks down why AI is shaking things up a...
2024-10-2934 min
Agegroup Multisport Podcast (Triathlon,Duathlon,Aquabike,Aquathlon)Irish Agegroup Triathlete Rob DwyerSend us a textIt was a pleasure to meet and chat to Irish Multisport Athlete Rob Dwyer Robs story, though relatively new to multisport, was refreshing to hear.Rob says"I came from a hurling back round which I played right up until last May 2023.I decided to retire from it and a friend of mine was at me to have a go at a triathlon since covid, with that I took on my first try a tri in June of 2023.""After that first one I was...
2024-08-2836 min
The Career StrategistAI's Role in Elevating Customer Engagement with Rob DwyerText me with feedback or questions! Unlock the secrets of AI's transformative power in customer engagement with our special guest, Rob Dwyer, Vice President of Customer Engagement at Customer Direct and HappiTu. Rob brings a wealth of experience from both BPO and technology sectors, shedding light on the nuanced interplay between advanced AI tools and human empathy. Together, we explore the ethical considerations and practical benefits of AI in enhancing customer interactions, moving beyond the limitations of traditional surveys and agent-driven data.Ever wondered how AI could ease the pressure on support center agents? Discover...
2024-08-2053 min
RevOps Champions31 | Empowering Customer Service Teams with Technology | Rob DwyerRob Dwyer, VP of Customer Engagement at Happitu, describes the contact center as a ‘critical touch point’ in the full customer experience. The conversation covers the role of technology in empowering contact center reps and the challenges of technology adoption when scaling a customer service team. Rob emphasizes the importance of aligning technology purchasing decisions with business goals and shares his perspective on the use of AI in customer interactions. Is your business ready to scale? Take the Growth Readiness Score to find out. In 5 minutes, you’ll see: Benchmark data showing how you...
2024-05-2951 min
MarketPulse: Pros & PioneersExpos & Podcasts | MarketPulse Episode 2 | Rob DwyerEnjoying the Show? Share Your Experience!In this episode of MarketPulse: Pros and Pioneers, we dive deep with Rob Dwyer, an industry veteran in the contact center space and a key figure at Happitu, to explore the evolving landscape of marketing and customer engagement.Rob shares his journey from the contact center to spearheading a software initiative, shedding light on the crucial role of conversation analytics in today's business environment. Discover the challenges businesses face when marketing to senior audiences and the often-overlooked potential of industry events.Rob's insights into the effectiveness of...
2024-03-2031 min
CX FilesRob Dwyer - Happitu - What Can We Learn From CX Podcasting?Rob Dwyer is the VP of Customer Engagement at Happitu. He is based in Wichita, Kansas. Rob also hosts the Next In Queue podcast - another CX-focused podcast. Peter Ryan called Rob to talk about CX lessons from his main day job, but also what he learns from talking to CX leaders across the world on his podcast. https://www.linkedin.com/in/j-robert-dwyer/ https://happitu.com/ https://podcasts.apple.com/us/podcast/next-in-queue/id1586211868 https://happitu.com/learn/podcast
2024-02-1631 min
Teambuilding CulturesListening to the other 98% of your Customers with Rob DwyerFor over a decade, Rob Dwyer has successfully trained, coached, and developed agents and contact center leaders throughout the world to provide superior customer service and increase agent retention rates.
Today, Rob leads client engagement at Happitu – a robust agent-enablement and conversation analysis platform.
He is also the host of Next in Queue, a podcast featuring Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe.
From CEOs to the frontlines, there are lessons and insights in every episode.
To learn more ab...
2024-01-1148 min
Tribo Gatherings#5 - Rob Dwyer-Joyce
Professor Rob Dwyer-Joyce did his PhD in Tribology in 1993.
After a short stint at British gas Rob joined the University of Sheffield in 1994 as a lecturer. Whilst at Sheffield University he spent 6 years as head of the department. His research expertise is in industrial wear and lubrication problems, and the development of metrology tools for tribology.
Rob pioneered the use of ultrasound measurements in tribology.
We talk about Rob’s life as an academic and department head at Sheffield University, along with his most recent research work on wind turbine bearings and inte...
2023-12-071h 00
CX PassportThe one with the bot baggage - Rob Dwyer, Vice President Customer Engagement | Happitu E137What's on your mind? Let CX Passport know...🎤🎞️Will we embrace the AI Bots? “The one with the bot baggage” with Rob Dwyer, Vice President Customer Engagement | Happitu in CX Passport Episode 137🎧 What’s in the episode?...🎧CHAPTERS0:00 Introduction5:30 AI in contact centers and its potential uses and limitations12:37 AI-powered virtual assistants and their future in customer service18:45 Tips for technology vendors and purchasers20:26 1st Class Lounge24:30 Umpiring and CX lessons33:37 Contact info and closingIf you like CX...
2023-10-1736 min
Next in QueueScar Tissue featuring Rob ConnellyIn 1992, guitarist John Frusciante left the wildly successful Red Hot Chili Peppers and spent the better part of the decade battling heroin addiction. Nearly 7 years later, he reunited with the band and it’s his unmistakable melody that introduces the Grammy-winning 1999 hit, Scar Tissue. The song delved into themes of drug addiction and the struggles to overcome it – lead singer Anthony Kiedis had been battling his own addiction as well. But Scar Tissue spoke to more than recovering drug addicts – it spoke to all kinds of people dealing with all sorts of trauma that they keep hidden from the world.
Rob Co...
2023-10-0639 min
Business Transformation Pitch with The CX GoalkeeperDialing into Innovation: Contact Center Transformation with Rob DwyerWelcome back to another episode of the CX Goalkeeper Podcast! In this episode, we're thrilled to have Rob Dwyer, a seasoned expert in the contact center and BPO industry, join us for a deep dive into the world of customer experience. Rob shares his journey from the mortgage business to his current role, where he's making a difference in the lives of customers and employees alike. He also gives us a glimpse into his podcast, Next in Queue, and shares a memorable shopping experience that turned a routine checkout into a game show! We discuss...
2023-07-1735 min
Business Mic167: Rob Dwyer - Enhancing Customer Experience through Contact CentersRob leads client engagement at Customer Direct and Happitu, a software division of Customer Direct. In this episode, we discuss how businesses can enhance their Customer Experience through Contact Centers. Rob also hosts the Next in Queue podcast, a show about people in the Contact Center and CX industries. https://www.businessmic.com/rob-dwyer/
2023-04-1131 min
Next in QueueJump the Queue featuring Michael McMillan, Mark Brody, and Tony WonAfter over 160,000 employee layoffs in the tech sector in 2022, 2023 has already followed up with over 100,000 layoffs in the first two months of the year alone. While this pales in comparison to the number of jobs being created in the overall economy, mass layoffs have a huge impact on those affected and the psyche of people in the affected industries.
This first episode of Jump the Queue, I talk with 3 people with interesting angles and insights on this subject and over the course of these 3 related yet distinct conversations, you’ll hear what’s foremost in their minds righ...
2023-02-2128 min
Next in QueueI'm Sorry, Rob, I'm Afraid I Can't Do That featuring Carlos KemenyIn the 1968 film, 2001: A Space Odyssey, we were introduced to HAL 9000, a supercomputer with advanced AI who decided the mission was more important than the lives of his human crew. 16 years later, in The Terminator, we were introduced to Skynet, an AI developed by Cyberdyne Systems that began seeing humanity as a threat to its existence and triggered a nuclear holocaust that would forever change the earth and its inhabitants.
These two seminal films, nearly a generation apart, engendered a distrust of AI in successive generations that are now grappling with how much to trust AI in...
2023-02-1748 minNext in QueueBe My Guest featuring Patrick IgnacioWhen most people think of the 1990 film Pretty Woman, they think of Richard Gere playing Prince Charming to Julia Roberts’s Rapunzel. But the real hero of that story (at least in my eyes) is Barney Thompson played by Héctor Elizondo. Perhaps you’ve forgotten that character. Let me refresh your memory.
You may remember that Vivian (Roberts) was tasked with buying a dress for dinner but couldn’t get the stores on Rodeo Drive to take her seriously. It was in this moment of desperation that she ran into Barney in the hotel lobby. Once he unde...
2023-02-1043 minNext in QueuePay No Attention to the Algorithm Behind the Curtain featuring Dennis WakabayashiIn the 1939 film, The Wizard of Oz, Dorothy’s dog, Toto, pulls back a curtain to reveal the Wizard to be just an ordinary man, operating machinery that projects a gigantic, ghostly, and intimidating image of his face. The Wizard had built his reputation using technology that no one in the merry old land of Oz understood.
Today, there’s a technology impacting Customer Experience that few understand – algorithms.
My guest this week is Dennis Wakabayashi, and he is on a mission to help people understand how marketing fits into modern CX and how technology is chan...
2023-02-0336 minNext in QueueFight the Bias (in QA) featuring Ines van DijkIn 1990, Public Enemy released “Fight the Power” from their third album, one of the most popular and influential songs in hip hop history:
People, people we are the same
No we're not the same
'Cause we don't know the game
What we need is awareness, we can't get careless
You say what is this?
My beloved let’s get down to business
Mental self-defensive fitness
Don't rush the show
You gotta go for what you know
Make everybody see, in ord...
2023-01-2742 minNext in QueueSupport Data Supports CX featuring Craig Stoss“Everybody lies.”
Recently, I started re-watching the TV series House on Netflix. Probably the most famous quote and theme from the show is, “Everybody lies.” As diagnosticians, Dr. House and his team had to use the data presented to them to find the truth about what was really happening to their patients.
Surveys may be the voice of the customer, but as Dr. House says, “Everybody lies.” But we have access to other forms of data to inform us about what’s happening with our customers.
My guest this week is Craig Stoss, Director of CX...
2023-01-2056 minNext in QueueThe Continuing Evolution of Customer Feedback featuring Adam AlfiaHave you ever had a customer experience that made you think, “There’s got to be a better way?” An over-priced oil change did that for Adam Alfia and it led to him opening his first company. His entrepreneurial spirit led to a variety of businesses, including a concierge service and a variety of restaurants and night clubs.
Increasingly, he realized customers stopped engaging when there were service issues and simply took to reviews to express their displeasure. Once again, he thought, “There’s got to be a better way.” How do you facilitate a dialogue between the customer...
2023-01-1347 minNext in QueueLessons from the Trenches - Scaling Support Teams featuring Reagan HelmsNearly every startup wants to grow. At certain milestones of growth, however, the structure of customer support must change to successfully support the business. And while change is never easy, knowing what and when you’ll need to change as you scale can help smooth out the process.
Over the past 13 years, Reagan Helms has grown from the solo support agent in a start-up organization with less than 10 employees to the Director of Customer Experience leading a support organization of 30 agents.
This week on Next in Queue, we discuss:
· The required shift from bei...
2023-01-0654 minNext in QueueBreaking the Stigma featuring Erika Taylor-BeckThere’s a tendency to see mental health issues through a different lens than physical health issues. Whether it’s depression, anxiety, PTSD, or neurodevelopmental disorders like ADHD, mental health challenges are often hidden from even close friends and family members. Because of the stigma around them and the fact that they often manifest with no outwardly visible signs, they are often not addressed until a breaking point with severe and potentially dangerous consequences.
This week, I’m talking with Erika-Taylor-Beck, the VP of Client Support at Relias. Her own personal journey dealing with mental illness inspired her to...
2022-12-3042 minNext in QueueIs AI Creating Utopia or Dystopia featuring Boris CergolThe chasm between the promises of Artificial Intelligence (AI) and the reality of what AI can accomplish is closing faster than ever. Whether it’s creating uncanny images, writing poetry, providing better information in a chatbot, writing code, or creating original video from text prompts, the output of AI is increasingly disrupting long-established domains relegated to humans.
This week, I’m talking with Boris Cergol, the Regional Head of Data at Endava. He has spent over a decade in the AI and Machine Learning (ML) space, and we discuss:
· The attention-gathering abilities of AI
· U...
2022-12-2348 minNext in QueueReining in Costs Responsibly featuring Brad ClevelandPerhaps you’ve heard the phrase, “The contact center is not a cost center.” The idea behind that is great contact centers drive customer loyalty and revenue by creating great experiences. But that doesn’t mean that they shouldn’t be efficient or that they should be immune to cost-cutting measures. Every company should be mindful of costs. But cutting costs for the sake of cutting costs can end up *costing* a lot more in the long run.
To discuss how to cut costs responsibly, I talked with Brad Cleveland, author, speaker, and consultant known globally for his expert...
2022-12-1649 minNext in QueueHow Likely Are You To Recommend featuring Steve BernsteinNPS® (Net Promoter System℠ / Net Promoter Score℠) was originally designed for B2C (Business to Consumer) as a predictor of loyalty. After working at Satmetrix Systems, the originator of the research behind NPS®, Steve Bernstein helped found Waypoint Group to tackle how to use NPS® in a B2B (Business to Business) environment. B2B has a significantly different buying cycle (both in length and complexity) from B2C, and often, many stakeholders influencing the buying decision.
Steve joins Next in Queue this week to discuss:
· The difference between Net Promoter System℠ and Net Promoter Score℠
...
2022-12-0947 minNext in QueueThe Evolution of Remote and Hybrid Work featuring Anne BibbRemote work is not a COVID-era invention – it has been evolving for decades. But the COVID era forced many companies to adopt remote work with little preparation. Today, the debate rages inside companies – do we bring people back to the office? Do we continue with remote work? Is there a workable middle ground?
Anne Bibb has spent the better part of the last decade advising companies on remote work strategies and this week, she joins Next in Queue to discuss:
· How new remote work tools can contribute to mental health issues
· How work from h...
2022-12-0257 minNext in QueueConnecting the Dots - the Value of CX featuring Diane MagersCustomer Experience is impacted by the decisions companies make, the systems they build, and the people they hire. A fully formed CX strategy requires buy-in from the C-Suite because it affects every part of the business. To drive CX projects forward, practitioners need to be able communicate in “C-Suite Speak” to have an impact on the business. Diane Magers has worked with some of the most recognizable brands in the world and this week she helps us think about the ROI of CX and how to communicate it effectively.
This week on Next in Queue, we touch on:
2022-11-2544 minNext in QueueCooking Up a Better Company Culture featuring Jill RaffMuch like cooking, company culture is an art. It requires a lot of ingredients, time, and tools. But a culture with the wrong ingredients can leave a bad taste in everyone’s mouth. Growing up in a successful family business in the service industry, Jill Raff is very attuned to the importance of both Customer Experience (CX) and Employee Experience (EX) and has made her business to help companies with both.
This week on Next in Queue, we touch on:
· Why company culture matters
· Visible signals of culture issues
· How EX impac...
2022-11-1850 minNext in QueueTo Bot or Not To Bot featuring Jim RoweChatbots are about as popular as cable companies, but every new technology needs time to mature. The continued evolution of Conversational AI (Artificial Intelligence) and NLP (Natural Language Processing) is making both “low-code” and “no-code” chatbot deployments successful, both from a customer standpoint and a business standpoint. But a successful deployment requires a solid strategy, appropriate measures of success, and great conversational design. This week, I talk with Jim Rowe, who has been helping businesses with their chatbot deployments for years.
This week on Next in Queue, we touch on:
· Why people hate chatbots
· What...
2022-11-1153 minNext in QueueBetter CX through Better Surroundings with Claire BoscqEmployee Experience (EX) and how it relates to Customer Experience (CX) is a hot topic, but an often-overlooked aspect of EX is the workspace environment – layout, colors, scent, etc. As more and more people work from home, the environment these employees work in can become an afterthought. At the risk of sounding “woo-woo”, Claire Boscq set out to improve working environments (even if it’s also your home) by fusing traditional Feng Shui, neuroscience, and modern business principles like Maslow’s Hierarchy of Needs, to form the BIZSHUI Method.
This week on Next in Queue, we touch on:
2022-11-0451 minNext in QueueRedefining CX Through Sound with Jacobi AnstrutherAI (Artificial Intelligence) is deployed in a variety of ways in contact centers. But can AI improve hearing between customer and agent? Jacobi Anstruther, founder and CEO of IRIS Technologies, originally sought to improve F1 driver performance by inducing flow state through sound. This quickly shifted gears (!) to more low-hanging fruit: improving communication between driver and pit crew during races. As the pandemic began and the team migrated to remote work, Jacobi realized the technology he was working on solved problems for all kinds of people now working from home, including contact center agents.
We touch on:
2022-10-2831 minNext in QueueUpping Your Contact Center Recruiting and Hiring Game featuring Matt BeckwithWhether you believe in The Great Resignation or The Great Reshuffle, recruiting and hiring has become as important as ever. With an unmatched enthusiasm for the contact center business and over two decades of experience, Matt Beckwith shares insights on how to improve the recruiting and hiring process.
We touch on:
· Why recruiting and hiring is so important for contact centers
· How Recruiting and Hiring has changed since the pandemic began
· The biggest opportunity in contact center recruiting and hiring
· How technology may be impeding your recruiting efforts
·...
2022-10-2154 minNext in QueueHow GigCX is Shaping the Future of Support featuring Megan NealeWe’ve all heard of Uber. Maybe we know multiple people participating in what’s been dubbed the “Gig Economy,” whether it’s for Uber or some other type of gig work. Megan Neale founded Limitless in 2016 to help create the brand support model of the future – GigCX. While gig work is a significant trend in the workforce, GigCX is more than just workforce flexibility – it’s a way to leverage loyal customers who are experts in your platform to help other customers and get rewarded for doing so.
We touch on:
· How GigCX differs from flexible wor...
2022-10-1436 min
Next in QueueBonus Episode: Next in Caffeinated CX featuring David Powers and Drew GorringeDavid Powers, host of Caffeinated CX and CXO for Rooter Hero Plumbing, and Drew Gorringe, Contact Center Technology Consultant at C-lect Consulting, join this bonus episode to discuss the future of the Contact Center, including emerging technologies.
Connect with David on LinkedIn - https://www.linkedin.com/in/davidjpowers2/
Connect with Drew on LinkedIn - https://www.linkedin.com/in/drewgorringeucaas/
Music courtesy of Big Red Horse - https://bigredhorseband.com/
Brought to you by Happitu - https://happitu.com/
2022-10-1036 minNext in QueueBetter Business Writing featuring Leslie O'FlahavanWhile in high school, I was gifted a book titled 2000 Most Challenging and Obscure Words. I thought using some of those words made me sound smart.
What they really did was get in the way of communication because the goal of communication is not to demonstrate knowledge. The goal is to be understood.
An expert in effective business writing and advocate of the use of Plain Language, Leslie O’Flahavan joins me this week and shares skills and tips to write more effectively to achieve that goal.
We touch on:
· The “Bite...
2022-10-0742 minNext in QueueDigital CX Transformation featuring Mark LevyMark Levy got into technology in the late 90’s – the early days of the internet. In the years that followed, he’s worked with some of the largest brands in the world on their Digital and CX strategies. It’s no surprise, then, that he’s an evangelist of improving the Digital Customer Experience (DCX).
We touch on:
· What Digital Transformation means
· First Steps for Digital Transformation
· How to measure the success of your digital transformation efforts
· The role and future of Conversational AI
· How Digital Transformation impacts the Con...
2022-09-3040 minNext in QueueLeading with Heart featuring Sandy Murphy of CXstomerSandy Murphy started her own offshore BPO in 2021 after years cutting her teeth in the industry. But she found her true purpose after Typhoon Rai (Odette) hit the Philippines in December of 2021 and impacted her team members. Her mission became to change the way customer engagement professionals are treated. We touch on:
· How cloud-based systems have lowered the barrier to entry for starting a new BPO
· How low overhead allows for higher agent pay
· Hiring and promoting people who care
· Leading with kindness
· The impacts of leading through fear
...
2022-09-2338 minNext in QueueContact Center Coaching for Effortless Experience with Amy Smith of ChallengerAmy Smith, VP of Effortless Experience at Challenger, has been involved in best practices research and implementation her entire career and has been focused on Effortless Experience implementation since 2016. We touch on:
· What is (and what isn’t) coaching in the Contact Center
· The barriers preventing effective coaching and how to overcome them
· Communication Styles
· Building a Coaching Competency Framework
· Identifying behaviors and skills to develop
· Developing Bench Strength
· The most impactful and easy thing you can start doing tomorrow to improve your coaching
Connect...
2022-09-1642 minNext in Queue#51 - Dave DeringtonDave Derington’s started his career as an analytical chemist, but it was teaching people how to use computer systems used in the lab that really excited him.
This led to a role known as Customer Support Scientist. He honed his customer experience skills hosting LAN party events in the early days of online gaming and eventually got hooked by video game design and how games “help us define the experience we want to have and iterate upon it.”
He uses his deep understanding of gamification to design customer learning experiences that are compelling and effect...
2022-09-0954 minNext in Queue#50 - Luke JamiesonLuke 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.linkedin.com/in/luke-jamieson/
Music courtesy of Big Red Horse - https://bigredhorseband.com...
2022-09-0239 minNext in Queue#49 - Sean IlenreySean 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 the cannabis industry, why he began coaching working dads on financial success, and his potentially divisi...
2022-08-2652 minNext in Queue#48 - Doug KennedyAfter 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 courtesy of Big Red Horse - https://bigredhorseband.com/
Brought to you by Happitu - http...
2022-08-1953 minNext in Queue#47 - Brett JonesWhen 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/
The Lone Rangers - https://ww...
2022-08-1258 minNext in Queue#46 - Matt SmallmanContact 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 security processes,” and his book explains exactly how to do that for your organization.
Connec...
2022-08-0550 minNext in Queue#45 - Bogdan Surdea-BlagaBogdan 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/
2022-07-2949 minNext in Queue#44 - Marcos TatijewskiFrom 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 Red Horse - https://bigredhorseband.com/
Brought to you by Happitu - https://happitu.com/
2022-07-2251 minNext in Queue#43 - Gemma ColbyGemma 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 - https://youtu.be/ywjfSVrCqnk
Music courtesy of...
2022-07-1544 min
Next in Queue#42 - Randy JohnsRandy 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/
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2022-07-0848 minNext in Queue#41 - Daniel AkreDaniel 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/
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2022-07-0153 minNext in Queue#40 - Adrian SwinscoeAdrian 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
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2022-06-241h 00Next in Queue#39 - Bunyamin CankirliDifferences 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/
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2022-06-1749 minNext in Queue#38 - Dee LaymanThe 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/
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2022-06-1058 minNext in Queue#37 - Brian DunphySupporting 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/
2022-06-0346 min
Whiskey ChatsMy Chat with Rob Caldwell from TeelingJoin me for My Chat with Rob Caldwell from Teeling Whiskey. Rob is an adopted Irishman who hails from Oz. He's an authority on all things whiskey and I was really looking forward to this chat. Drops of the night: Teeling Renaissance 1 Teeling Renaissance 2 Killahora Pom'o Roe&Co finish Teeling Spirit of Dublin Potcheen Glendronach 21yr 90's Have a listen in on our chat, Slainte!
2022-06-012h 30Next in Queue#36 - Tony WonFrom 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
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2022-05-271h 12Next in Queue#35 - Kate KompelienHow 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/
2022-05-2035 minNext in Queue#34 - Stacey PryceDealing 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
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2022-05-131h 05Next in Queue#33 - Chad MolenLessons 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/
2022-05-0647 minNext in Queue#32 - Marion BalandraThe 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
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2022-04-2941 minNext in Queue#31 - Travis CurnutteEntrepreneurship, 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
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2022-04-2236 minNext in Queue#30 - Anne BrunsonThe 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/
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2022-04-1540 minNext in Queue#29 - Jeff SongsterThanksgiving 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
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2022-04-0838 minNext in Queue#28 - Ryan Warriner“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/
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2022-04-0138 minNext in Queue#27 - David PowersPunk 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/
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2022-03-251h 02Next in Queue#26 - Shanna HayesThe 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
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2022-03-1858 minNext in Queue#25 - Mark BrodyHow 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 courtesy of Big Red Horse - bigredhorseband.com
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2022-03-111h 00Next in Queue#24 - Carol MarshallHow 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
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2022-03-0440 minNext in Queue#23 - Fred StaceyHow 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/
2022-02-2556 minNext in Queue#22 - Rick StrubHow 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
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2022-02-1850 minNext in Queue#21 - Mark PereiraHow 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/
2022-02-1136 minNext in Queue#20 - Donna DrehmannDealing with explosive growth, installing the Net Promoter System℠, and writing a children's book are just a few of the topics I discussed with Donna Drehmann. Connect with her on LinkedIn https://www.linkedin.com/in/donnadrehmann/
Check out her book Things Lady Likes on Amazon
Music courtesy of Big Red Horse - bigredhorseband.com
Brought to you by Happitu - https://happitu.com/
2022-02-0440 minNext in Queue#19 - Nathan BaldwinMizzou/KU rivalry, being a “Party Attendant”, and the future of CX are just a few of the topics I discussed with Nathan Baldwin. Connect with him on LinkedIn https://www.linkedin.com/in/nathancbaldwin/
Music courtesy of Big Red Horse - bigredhorseband.com
Brought to you by Happitu - https://happitu.com/
2022-01-2842 minNext in Queue#18 - Margarita Palacios911 calls, Star Wars, and a (future) contact center movie directed by Robert Rodriguez – Maggie Palacios and I had a lot of fun during this episode! Connect with her on LinkedIn https://www.linkedin.com/in/margarita-palacios-egemo-283aba158/
Music courtesy of Big Red Horse - bigredhorseband.com
Brought to you by Happitu - https://happitu.com/
2022-01-2131 minNext in Queue#17 - Michael McMillanMaking sales calls as a kindergartener, losing over 200 pounds, and learning a new definition of cold are just a few of the topics Michael McMillan shared with me during this episode! Connect with him on LinkedIn https://www.linkedin.com/in/michaelcmcmillan/ or learn more about his current companies at https://www.proximocx.com/ and https://bizsprints.com/
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2022-01-1443 minNext in Queue#0 - IntroductionFind out what Next in Queue is all about!
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2022-01-0706 minNext in Queue#16 - Nestor CastilloWhether shocking his daughter with a newly shaved head or relocating all over the world, my conversation with Nestor Castillo is a lesson in navigating change. Connect with Nestor at linkedin.com/in/nestor-castillo-b283657b
Music courtesy of Big Red Horse - bigredhorseband.com
2021-12-3139 minNext in Queue#15 - Kenneth and Louise KuaeaRain on tin roofs, crowing roosters, barking dogs… just some of the challenges Kenneth and Louise Kuaea experienced while working to help transform the economy of American Samoa and give back to their community when they started a contact center where none had existed before. Learn more about what they do at https://klaodsolutions.com/
Music courtesy of Big Red Horse - bigredhorseband.com
2021-12-2435 minNext in Queue#14 - Tom Silzell & Abby McBrideI travel back in time to 1990 with Tom Silzell to talk about “Five cent Sundays” at MCI, mullets, and the evolution of telecommunications and the internet. It turns out your long hair doesn’t come back in this type of time travel. We take Abby McBride along for the ride and she throws in a few Millennial curveballs in this episode. Learn more about what they do at https://cxsolutionsource.com/
Music courtesy of Big Red Horse - bigredhorseband.com
2021-12-1756 minNext in Queue#13 - Jeremy WatkinUsing Twitter for something other than doom scrolling, finding your CX tribe, balancing quality with quantity, and #CXQOTD are just a few of the topics I discuss with Jeremy in this episode. Learn more about his current organization at https://www.numberbarn.com/ and check out CXAccelerator at https://www.cxaccelerator.com/
Music courtesy of Big Red Horse - bigredhorseband.com
2021-12-1052 minNext in Queue#12 - Murphy FraserLessons from hospitality, the growth opportunities startups offer, and what exactly CX means - just a few of the topics I tackled with Murphy Fraser, Consultant at Avtex Solutions. Learn more about her current organization at https://avtex.com/ and check out CXAccelerator at https://www.cxaccelerator.com/
Music courtesy of Big Red Horse - bigredhorseband.com
2021-12-031h 09