John Travolta’s turn as Vincent Vega in 1994’s Pulp Fiction revitalized his career. His character has returned to the US after a 3-year stay in Europe, mostly in Amsterdam. In this memorable scene, he colorfully explains to Jules, played by Samuel L. Jackson, how Europe is similar, yet different. While Vincent’s amusing explanation gave us one of the great movie quotes of all time, it digs into the very real differences in culture and customer expectations between America and Europe.
And don’t put the European continent in one bucket when it comes to customer experience, says Frances Chapireau – what works in one country may not in another. As a native Brit living and working in Germany, she’s keenly aware of how current CX “best practices” don’t always apply.
• Cultural Differences in Customer Experience• Data Protection and Privacy in Germany• Trust and Relationship Building in Business• Customer Experience Maturity Across Regions• Why Customer Feedback Surveys Are Far from Dead• LEGO®️ SERIOUS PLAY®️ and Creative Facilitation• Language and Cultural Nuances in GermanyConnect with Frances on LinkedIn – https://www.linkedin.com/in/frances-chapireau-62644b38/
BuildCX – https://www.buildcx.consulting/
Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/
The 1999 Dance hit, “Praise You” by Fatboy Slim uses NINE samples, including vocals by Camille Yarbrough from the opening of her song, “Take Yo’ Praise.” It was incredibly successful, reaching #1 in the UK charts and #36 in the US, simply by using building blocks already established by others. Fatboy Slim recognized bits that worked in other compositions, from the Steve Miller Band to Isaac Hayes. He then simply took pieces that already worked and made them his own.
Building successful teams requires coaching. But how do you go about doing that? Brent Pattison built his own model based on what he’s seen worked through during his three-decade career in contact center operations. He joins the show to discuss what works, and his tactical book for team leaders, PRAISE.
• The Purpose Behind 3P Solutions• The Importance of Coaching in Business• Common Coaching Mistakes• The Role of Documentation• Building Relationships through Notetaking• Creating Alignment in Organizations• Barbeque Recommendations for visitors to Kansas CityConnect with Brent on LinkedIn – https://www.linkedin.com/in/tarapaton/ Email Brent – brent@3psolutions.ca
Praise: The Cornerstone of Coaching to Success for Managers and Supervisors – https://www.amazon.com/Praise-Cornerstone-Coaching-Managers-Supervisors/dp/1068853514/ref=sr_1_1
Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/
Ask 20 people to define customer loyalty and you’ll likely get 20 different answers. Some might give you an academic treatise on different types of loyalty. Some might quote CX experts or companies specializing in measuring customer experience. Others might break out “4 C’s” or “3 R’s” to help define loyalty. When Tara Paton joined Next in Queue – she reached for perhaps the most succinct and accurate definition, courtesy of Kendrick Lamar.
Mortal Man was the final track on his platinum-selling 2015 album, To Pimp a Butterfly, which hit number 1 on the Billboard 200 chart immediately upon its release. It’s considered one of the greatest albums of all time. While never released as a single, many consider Mortal Man one of Lamar’s best tracks and a powerful statement about the meaning of loyalty.
• The Role of Reviews in Brand Perception• Influencer Marketing and Authenticity• Loyalty Programs and Potential Liability Issues• Driving Success in Retail for D2C Brands• The Value of Employee-Customer Relationships• Gamifying Customer Experience for Enhanced LoyaltyConnect with Tara on LinkedIn – https://www.linkedin.com/in/tarapaton/
Huemanize – https://huemanize.co/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/
The Goonies were kids who lived in the “Goon Docks” – a blue-collar neighborhood whose existence is threatened by the development of a country club. Sean Astin, playing Mikey, has led them on an adventure in search of One-Eyed Willy’s rich stuff – a treasure everyone else had dismissed as mythical.
For decades, contact centers have been like the Goon Docks – a place where good people do good work but a place that never garnered much respect from the country club set. But just like One-Eyed Willy’s rich stuff changed the course of the Goonies, the previously hidden treasure trove of data in the contact center is emerging through the power of technology, particularly AI. Rick DeLisi joins to discuss new research conducted by Glia and Metric Sherpa. Despite some current disconnects, he’s excited about the evolution of the contact center and says right now, it’s our time.
• The Lasting Impact of The Effortless Experience• Navigating New Metrics and Expectations• What Personalization Really Means• How Contact Centers are Reinvesting in the Age of AI• The Emergence of AI for All• The Strategic Value of Contact CentersConnect with Rick on LinkedIn – https://www.linkedin.com/in/rick-delisi-1122257/
Glia – https://www.glia.com/
Metric Sherpa – https://metricsherpa.com/
Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/
Disillusionment and discontent was alive and well before the rise of smartphones and AI. The 2003 Sofia Coppola film, Lost in Translation, is an exploration of experience. The unexpected friendship between Bill Murray’s Bob and Scarlett Johansson’s Charlotte is accidental, but it’s rooted in shared experiences that will only ever happen once.
The demand for analog, human experiences may rise again, says Kento Morita. As AI-created “slop” increasingly seeps into our culture, those wishing for high fidelity experiences will seek them out, not from a screen, but from a stage.
• The Rise of AI in Entertainment• The Value of Authenticity in a Digital Age• The Importance of Live Experiences• Navigating the World of Performance and Failure• The Intersection of Sports and Performance• Lessons from Crafting a Joke Every Day for a YearConnect with Kento on LinkedIn – https://www.linkedin.com/in/kentmorita/
KENTO YouTube – https://www.youtube.com/@kentonyc
Instagram – kento.nyc
Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/
The 1948 Ford Deluxe that Kenickie worked all summer for was a car in the academic sense – it had 4 wheels and an engine. But with a little imagination, effort, and teamwork, it could become something special – a car so fast it could be compared to greased lightnin’. In the 1978 film adaptation of Grease, this car wouldn’t just get fixed, it would become something magical.
The typical model of customer service is well known but when Todd Unger joined the American Medical Association as their CXO, he realized that customer service wasn’t fueling growth. To do that, he’d have to use a little imagination, effort, and teamwork to create a CX department that was special – one that could meet the needs of modern customers who speed through the buying process in just seconds.
• The Tornado Funnel: Redefining Customer Journeys• Customer Segmentation: Understanding Your Audience• The Nod: Emotional Insights in Marketing• The Importance of a Smooth Checkout Experience• Reducing Friction in Customer Experience• The Role of Technology in Customer Experience• Empowering Customer Service Teams• The Leadership Role in Customer Experience• Personal Insights and Future AspirationsConnect with Todd on LinkedIn – https://www.linkedin.com/in/toddunger1/
The 10-Second Customer Journey – https://www.toddunger.com/
Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/
Unless you’re a huge fan, you’ve probably never heard of Prince Rakeem. As a solo artist, despite his enormous talent, he flamed out. But when Robert Diggs, aka Prince Rakeem, aka Bobby Digital, aka the Scientist, aka RZA assembled a team in 1992, it would be the beginning of an empire. The now-iconic C.R.E.A.M. was the second single from Enter the Wu-Tang (36 Chambers), released in January 1994. It was RZA who realized that on his own, he would never find the success that Wu-Tang could find as a collective. It was his vision, but he needed help to make it a reality.
A vision can only get you so far. This is a difficult lesson for many founders, but an important one. Whether it’s a lack of skills or a lack of bandwidth, or both, there are moments when even the savviest founders need help to scale their business. Lisa Guzman is dedicated to fostering meaningful connections between brands and their customers and she’s got some advice for startups this week on Next in Queue. We discuss:
• The Startup Journey: Founders and Their Challenges• Self-Awareness in Founding: Recognizing Strengths and Weaknesses• The DIY Culture: When to Seek Help• Tools and Resources: The Importance of Proper Support• Fractional Leadership: A Smart Solution for Startups• The Financial Perspective: What's in it for Founders?• Cultural Reflections: From New York to New OrleansConnect with Lisa on LinkedIn – https://www.linkedin.com/in/lisa-guzman-bb81b653/
Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/
The last hit single by the English ska revival band, The Specials, also known as the Special AKA, came in 1984 just before the band dissolved. Free Nelson Mandela became an anti-apartheid anthem and even reentered the UK Singles Chart in 2013 following the news of Mandela’s death. While the lyrics mention 21 years in captivity, it would still be another 6 years before Mandela was set free in 1990. 4 years later, he would win the Presidency. The song was the product of a revised lineup of the band after 3 members of the band left in 1981.
Many, many, many bands undergo lineup changes. The process of finding replacements for key roles within the band can stall the output of the band significantly. In this particular case, it was 3 years before a new lineup was solidified and a new full-length album was recorded. Bands often struggle with departures because there’s no “bench” to draw from. They must hire new talent. If a business were to go 3 years trying to figure out their “lineup” after one or more key players left, well, there would likely be no business left. That’s why succession planning is so important. Gina Reilly Coates joins me for the first episode of Season 5 of Next in Queue and we discuss:
• Leadership and the Role of Succession Planning• Team Member Development• Stretch Roles and Their Impact• Preparing for Interviews• Understanding Company Culture in Interviews• The Role of Communication in Leadership• A Travel and Spirits Pairing You Won’t Want to MissConnect with Gina on LinkedIn – https://www.linkedin.com/in/ginamreilly/
Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/
When the “Prince of Darkness” aka Ozzy Osbourne was kicked out of Black Sabbath, he formed his own band with Randy Rhoads and Bob Daisley. Their first album, Blizzard of Ozz, spawned one of the greatest guitar riffs in Heavy Metal history. Crazy Train hit the Mainstream Rock Top 10 on Billboard after its 1980 release. The 1987 live version hit the top 100 in the UK. And this 2002 re-issue peaked at #1 in the US Digital Song Sales chart. After Ozzy’s passing in July of 2025, the song entered the Billboard Hot 100 and is #39 as of this writing.
Crazy Train dealt with the Cold War, but “going off the rails” is common expression about something going wrong. Even when you’ve got your eyes on the KPIs, things can still go wrong in the contact center, especially if your processes are broken, says Shmuel Saklad. He’s not just speculating. He brings lived experience to the table in today’s episode.
• Lies, Damn Lies, and KPIs• Understanding the Importance of Data Analysis• The Role of Quality Assurance in Operations• Communicating Processes Effectively• Behavioral Impacts of Setting Targets• Understanding User Behavior in Software Design• The Role of AI in Customer Support• Tailoring Customer Service to Different Segments• Instilling a Customer-Centric CultureConnect with Shmuel on LinkedIn – https://www.linkedin.com/in/shmuel-saklad/
Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/
Brought to you by Happitu – https://happitu.com/
You probably don’t know the singer/songwriter of the 1982 song “Where Everybody Knows Your Name.” But since it’s considered perhaps the best TV theme song of all time, you likely already have the bar from Cheers in your mind’s eye. Gary Portnoy wrote or co-wrote songs (including themes) for many other shows in the 80s, including Fame, Mr. Belvedere, and Punky Brewster but this one still resonates today.
When Norm enters the bar, he’s greeted by name (loudly) and the staff knows exactly what he wants. That’s the Cheers Model, says Nick Glimsdahl – the personal touch that makes you feel welcomed and seen. We all know AI is coming to a customer service center near you, but Nick’s new book explores how we can embrace AI but still be human-centric. It’s a business parable and a practical playbook rolled into one.
• The Importance of Personal Connection in Customer Experience• Nick’s Vision for the Role of AI in Customer Service• Navigating AI Implementations• Change Management and Organizational Dynamics• Common AI Traps and How to Avoid Them• The Evolution of AI and Future ConsiderationsConnect with Nick on LinkedIn – https://www.linkedin.com/in/nickglimsdahl/
The Heart of Service – https://www.amazon.com/dp/B0FH5HPZK7/ref=cm_sw_r_ffobk_cp_ud_dp_02FJ2R3Y8TF5E5HES9ZD_1
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
In 2001, after having been dropped from their label, Jimmy Eat World released their 4th album, Bleed American. Because they were financing the recording themselves, they decided to keep things simple. “The Middle” reflects how the band was feeling – “left out or looked down on” – but it was also a song about encouragement. As the song says, sometimes “it just takes some time” to find that place where “everything will be alright.” The song was a breakthrough, topping the Modern Rock charts and hitting number 5 on the Billboard Hot 100.
Belonging is a powerful thing. There are millions of differently abled Americans who feel like they get left out or looked down on because people don’t think they’re able to do a lot of things, including specific jobs. But not only does technology help overcome certain barriers, a disability in one sense can often create unique superpowers. Raymond Stover shares how the Blind and Visually Impaired community use their listening superpower to be incredible contact center agents.
• Raymond's Journey in the Call Center Industry• A Unique BPO Experience• Innovative Solutions for Blind Agents• Performance Insights of the Blind and Visually Impaired• The Impact of Environment on Agent Performance• Technology Integration for the Blind and Visually Impaired• The Future of Customer InteractionsConnect with Raymond on LinkedIn – https://www.linkedin.com/in/stoverraymond/
MyCallCloud – https://www.mycallcloud.com/
Blind Institute of Technology – https://blindinstituteoftechnology.org/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
The Ohio band, The McCoys, scored this #1 hit in 1965. While the narrator of the song loves Sloopy, it seems the rest of the world feels very differently – “everybody tries to put my Sloopy down.” The song is a signature at The Ohio State University football games and it also played prominently during games of the Cleveland Guardians, Cleveland Browns, and Cleveland Cavaliers. In 1985, it was designated the state’s official rock song by the Ohio General Assembly.
So Sloopy has incredibly dedicated fans but also gets looked down upon by most. Sound familiar? Anyone who’s been in the BPO space for a while can probably relate. Make no mistake, there are problems with some BPOs just as there are problems with some companies in just about any sector. But Kevin Zyskowski said hang on, I want to create a BPO that I love. Not once, but twice. I wanted to find out what lessons he’s learned from those experiences.
• The Motivation Behind Starting a BPO• How Incentives impact Employee Morale• Contract Negotiations and Business Models • The Evolution of Remote Work • Changes in Labor Costs and Market Dynamics • Technological Advancements in Customer Service • Surprising Lessons Learned in the Fast Food IndustryConnect with Kevin on LinkedIn – https://www.linkedin.com/in/kevinzyskowski/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
John Sebastian is probably best known for his time with the ‘60s band, The Lovin’s Spoonful. But in 1976, he scored a #1 hit with Welcome Back, the theme song to Welcome Back, Kotter. A sitcom about a wise-cracking teacher who has returned to his high school alma-mater to teach a remedial class of students, Welcome Back, Kotter featured a group of students who are viewed by most as misfits. But they are also their own close-knit little community. As John Travolta’s Vinnie Barbarino puts in the pilot episode, “This is my place. And these, these are my people.”
That feeling of community that drew Gabe Kotter back to James Buchanan High School isn’t all that different than the feeling that drew Erica Marois back to ICMI. After several years away from the contact center industry, Informa, the parent company of ICMI and HDI among others, asked her to come back to the community she always knew was home.
• The Complexities of the Grocery Industry• The Importance of Community in Contact Centers• Getting Reacquainted with the Contact Center Industry• The Evolution of Work-from-Home Dynamics• Fostering Community Engagement and Connection• The Convergence of IT Support and Customer Experience• Innovative Community Engagement InitiativesConnect with Erica on LinkedIn – https://www.linkedin.com/in/ericastrother/
Reach out to Erica via email: erica.marois@informa.com
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
Bruce Campbell’s return as Ash in the 1992 cult classic, Army of Darkness, illustrated how the specific words we use are critical to success. After his accidental transportation to 1300 A.D., Ash must retrieve the Necronomicon, the Book of the Dead, before he can return home. But to close the portal opened by the book, he must first recite the 3-word phrase, “Klaatu Barada Nikto.” It turns out that using a single wrong word has serious consequences.
You probably won’t have to battle an army of the dead because you miscommunicated with a customer, but those who’ve been involved in customer service and support know that customer interactions can feel like a battle. Kevin Steele learned that shifting your perspective of the customer can turn an adversarial interaction into a partnership and he joins to share how to make that happen.
• Mac vs. PC• The Reluctance to Engage with Support• Shifting Perspectives• Building Trust through Communication• Navigating Customer Relationships• The Power of Feedback• Exploring Cthulhu and the UnknownConnect with Kevin on LinkedIn – https://www.linkedin.com/in/kevsteele/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
20 years ago, American Idol winner, Kelly Clarkson, blanketed the airwaves with Since U Been Gone. The song explores the aftermath of a now-ended relationship. While break-up songs often express longing, regret, and sadness, Since U Been Gone is a realization of how much better things are now. It also expresses the feeling of finally recognizing red flags that have been in plain sight for a while.
These feelings are not exclusive to romantic relationships. People get emotionally connected to software they use at work all the time. And sometimes, they start rethinking their commitment, especially when the relationship feels one-sided. Reagan Helms has led Support at Planning Center for 15 years and during his last appearance on the show during Season 2, he compared his relationship with his support platform to marriage. But recently, that relationship soured and he’s moving on.
• Warning Signs in SaaS• The Migration Dilemma• Vetting New Solutions• AI That Actually Works• Preparing for ChangeConnect with Reagan on LinkedIn – https://www.linkedin.com/in/reagan-helms/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
NSYNC’s 2000 hit, Bye Bye Bye, has been streamed over a billion times on Spotify. The late 90’s and early 2000’s saw a resurgence of the “Boy Band” – a term applied to vocal groups consisting of young men whose performances were marketed primarily to girls and young women. Boy Bands were often “created” rather than forming organically. The 60’s band The Monkees, is perhaps the first example. The template for success had already been established by New Kids on the Block in the early 90s. Backstreet Boys proved the template worked and NSYNC followed it, achieving similar success.
From The Monkees to Meneudo to K-Pop, history has shown that a solid foundational, well-choregraphed template leads to success more often than simply “wingin’ it.” The same is true of leading people. But the disappointing reality for many first-time leaders is that they’re often expected to wing it and hope for success. Erika Taylor-Beck is on a mission to help leaders stop wingin’ it and start churning out success using tried and true methods.
• The Importance of Leadership Training• Communication and Culture in Leadership• Handling Difficult Conversations• The Role of Documentation • Documenting Successes and Building Rapport• Transitioning from Peer to Manager• The Art of Delegation• Tailoring Leadership Styles to Individual NeedsConnect with Erika on LinkedIn – https://www.linkedin.com/in/erika-r-taylor-beck/ Authentic Foundations – https://authenticfoundations.podia.com
Book a Free 30-Minute Strategy Session – https://cal.com/erika-taylor-beck-4esqwd/30min
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from thefirst quarter of the year.
This episode features great moments from John Walter, Ian Storm, Chris Gillen, Neal Woodson, Afshan Kinder, Mike Kendall, and Beth Karawan.
Chapters
John Walter – 1:01
Ian Storm – 7:33
Neal Woodson – 10:14
Afshan Kinder – 13:18
Mike Kendall – 15:28
Beth Karawan – 18:12
A long time ago, in a podcast season far, far away, it is a dark time for the inhabitants on planet earth. A novel virus has caused a global pandemic. A year in, many are adjusting to a “new normal” that includes working from home when possible. The social isolation has resulted in an explosion of media including niche podcasts.
Relentlessly pursued by one of these aspiring Rebel podcasters, the renowned CX expert, Brian Dunphy, has acquiesced an invitation to appear as a guest. Little does Brain know that this interview is actually a covert mission to uncover the secret plans of the Disney+ IVR.
• How this native New Yorker ended up “down unda”• The transformation of Postmates• His journey to Warby Parker• The transition from “insourcing” to “outsourcing” • Lessons from launching Disney+ Support Operations • Advice for Customer Support in any galaxy and any timeConnect with Brian on LinkedIn – https://www.linkedin.com/in/brian-dunphy/
C-Lect Consulting – http://www.c-lect.com
Darth Vader Cover Art – https://www.deviantart.com/keyadfdf/art/MLBB-Argus-Darth-Vader-PNG-1027375004
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
It’s highly unlikely that you’ll start a podcast and quickly gain the kinds of fans depicted in this scene from Only Murders in the Building. Selena Gomez, Martin Short, and Steve Martin’s characters not only share an interest in true crime podcasts, but they also start their own podcast while investigating a murder in their apartment building on Manhattan’s Upper West Side. But that doesn’t mean you shouldn’t start a podcast. Podcasts are a medium for connection and community engagement, says Priscilla Brooke. She leads the Podcaster Success team at Buzzsprout, a podcast hosting service known for its user-friendly interface and ease of use.
• Understanding Buzzsprout and Its Role• The Evolution of Podcasting• Expectations vs. Reality in Podcasting• Launching the 'Happy to Help' Podcast• The Vulnerability of Podcasting• Understanding Customer Support Dynamics• The Impact of Automation on Customer Expectations• Building Personal Connections in Customer SupportConnect with Priscilla on LinkedIn – https://www.linkedin.com/in/priscilla-brooke-91595854/
Buzzsprout – https://www.buzzsprout.com/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
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/
