In this episode of the Press One podcast, hosts Steve and Shannon Clemonds reflect on their podcast journey, share exciting family news about an upcoming trip to Paris, and discuss the emotional transition of their youngest child starting kindergarten. They highlight positive and negative customer experiences from the week, introducing a new segment called 'Hero of the Week' and 'Zero of the Week.' The conversation also touches on current events, including the impact of AI on language learning apps like Duolingo and a humorous story about a man who climbed Mount Fuji and went back for his phone. Tyler Buehler shares his journey from the call center industry to leading services teams at NICE. He discusses the importance of change management in customer experience transformations, common mistakes customers make during projects, and the evolving role of AI in the industry. Tyler emphasizes the need for partnerships between IT and business, the significance of data in AI deployments, and the excitement surrounding NICE's unified solutions. He also reflects on personal leadership lessons learned from being a father and husband.