Podcasts about Customer service

Takeaways Parenting can be both joyful and challenging, especially with large families. Entrepreneurship requires a willingness to take risks and learn from failures. The timeline between idea and action can be short for those willing to embrace risk. Failures should be viewed as learning opportunities rather than setbacks. AI is transforming the sales and customer service landscape, making processes more efficient. Understanding when to quit a venture is crucial for long-term success. Building strong teams is essential for scaling businesses effectively. The importance of personal interaction in sales remains, even with the rise of AI. Balancing multiple businesses can lead to stress and pressure on personal life. Success in business often comes from a combination of hard work, resilience, and adaptability. AI is significantly impacting the call center and customer service industries. Old school sales techniques remain effective in today's market. Local events and networking are crucial for business growth. Listening is a vital skill for successful salespeople. Balancing family life with business is essential for fulfillment. Success should be redefined beyond just financial achievements. Understanding personal values is key to true success. AI can enhance sales processes, especially for high-volume products. The emotional connection to family can be more fulfilling than business success. Enjoying the journey of family life is important for overall happiness. titles 00:00 The Joys and Challenges of Parenting 06:10 Navigating Success and Failure in Business 14:04 Understanding When to Quit vs. Persist 19:52 The Future of Customer Service with AI 26:39 Old School Sales Techniques in a Modern World 31:39 Balancing Family Life and Business Success 41:10 The Future of AI in Customer Engagement Guest Site: https://jovee.ai/ Guest Site: https://sales-hub.com/  Guest LinkedIn: https://www.linkedin.com/in/titus-jumper-597207162/ Join The Inner Circle: https://info.wesschaeffer.com/inner-circle-silver Market like you mean it. Now go sell something. ----- onnect with me: Twitter -- https://twitter.com/saleswhisperer Instagram -- https://instagram.com/saleswhisperer LinkedIn -- http://www.linkedin.com/in/thesaleswhisperer/ Podcast -- https://creators.spotify.com/pod/show/fixerwes BUSINESS GROWTH TOOLS https://12WeeksToPeak.com https://CRMQuiz.com https://MakeEverySale.com

When you experience bad customer service, you are so much more likely to tell your friends (and the listeners of your podcast!) so it's important that in our studios we are giving our customers an experience to RAVE about, not complain about!  Today Rhee and Stacey talk about the good, the bad and the ugly of customer service for your dance studio.See omnystudio.com/listener for privacy information.

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In this episode, we dive into the insights shared in the article E-commerce Trends 2025 to uncover the trends reshaping the e-commerce landscape:AI-Powered Personalization:How advanced machine learning and data analytics are transforming the customer journey.Real-world examples of brands using AI to tailor experiences at scale.Immersive Shopping Experiences:The role of AR/VR in creating engaging virtual storefronts.Predictions for how these technologies will expand accessibility and convenience.Sustainable E-commerce Practices:Meeting the growing consumer demand for eco-conscious shopping and green logistics.Examples of businesses embracing circular economy models and carbon-neutral initiatives.Advanced Logistics Innovations:The impact of same-day delivery, autonomous vehicles, and drone technology on last-mile delivery.Why efficient logistics will be a critical differentiator in 2025.Global Expansion and Localization:Overcoming challenges of cross-border e-commerce with localized content, payment systems, and regional marketing strategies.This AI-generated discussion captures the essence of what the future holds for e-commerce. Whether you're a business leader or a curious consumer, this episode offers actionable insights to stay ahead of the curve.Resources Mentioned:Read the original articleAdditional references for deeper insights on AR/VR and sustainability trends.Subscribe to our podcast for more future-focused content, and visit our website for in-depth articles that prepare you for what's next in commerce.

How do you navigate a career pivot as a new parent, especially when you realize your old job, that you still love, just doesn't fit your life anymore?In this episode, you'll meet Lauren Rose Eimers from Boise, Idaho, who's been on a winding career journey, moving from mental health to genetic counseling and ultimately to customer experience leadership in the tech startup world. We dive into her “one foot in, one foot out” approach to taking calculated risks, the importance of finding small moments of joy in daily work, and how becoming a parent reshaped her career priorities. Lauren shares her insights on balancing work and family, the highs and lows of big career changes, and how dreaming big and taking bold steps can lead to a truly fulfilling career.Connect with Lauren RoseLinkedIn: https://www.linkedin.com/in/lauren-rose-e/Coaching: https://perfectedpath.com/  Thanks for tuning in to The Career Flipper podcast!If you loved this episode, spread the word! Share it with a friend, hit that subscribe button and don't forget to leave a review—it really helps spread the word to more career flippers like you. Let's Connect:Join the flippin' fam: thecareerflipper.comTikTok: https://www.tiktok.com@thecareerflipperInstagram: http://instagram.com/thecareerflipperpodGot a career flip story? I want to hear all about it & have you on an episode! Whether you've flipped or are about to, or right smack in the middle of a flip, drop me a line: hello@thecareerflipper.com Want to support the show? You can hire me to speak at your event about career changes or let's collaborate through affiliates or sponsorships. Interested? Reach out at hello@thecareerflipper.com Take my customer service courses, maybe? Before being laid off, I spent years in customer experience leadership, helping teams improve how they serve their customers. That work didn't stop with my corporate job—it's now helped over 12,000 students worldwide through the online courses I've built. Whether you're looking to switch to customer service or sharpen your skills, these courses are packed with real-world tips, from handling tough conversations to managing customer interactions. Check them out at thecareerflipper.com/courses! Other ways to get involved with the show:Buy me a coffeeCheck out my furniture flipsIntro & outro music by audionautix.com!

Send us a text The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it. In this episode, we explore how advanced tools are enabling intent analysis, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights. Learn how solutions like OttoQa are helping contact centers move beyond traditional scoring models, driving smarter evaluations, and creating better customer outcomes. If you're looking to future-proof your QA strategy, this conversation is a must-listen.  Discover exceptional, AI-driven contact center outsourcing with Expivia. Visit expiviausa.com or message me in Linkedin at: https://www.linkedin.com/in/tlairdexpivia/Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel

In this week's episode, Chris Tonn*, director of outreach and networking for IISE's Modeling and Simulation Division, sits down with Jarrod Thome.Jarrod is an Operations Manager in McDonald's Global Operations Strategy & Standards department, where he uses his expertise in simulation modeling to tackle big questions for one of the world's most recognized brands. With a career spanning roles at the United States Postal Service and Spirit Aerosystems, Jarrod has developed and implemented simulation models across diverse industries, including aircraft manufacturing and logistics.In this conversation, Jarrod shares how simulation modeling drives innovation at McDonald's, from understanding customer behavior to optimizing global operations. He also offers insights into lessons learned throughout his career and the future of modeling in both manufacturing and service industries.*(When he's not podcasting for IISE, Chris Tonn is a simulation engineer for Spirit AeroSystems Inc. in the Manufacturing Integration Technology, Future Factory Team.)

Mazda is redefining customer experience by putting humans at the center of everything it does. On this episode, Brad Audet, CMO of Mazda Americas, shares insights on how emotional connections and personalized experiences can drive brand loyalty and business success. Plus, he explores the importance of human connection in business and how it can transform customer experiences.Tune in to hear about:Customer Experience as a Competitive DifferentiatorOmotenashi: The Concept of Radical HospitalityThe Importance of Emotional ConnectionBringing Human Connection into BusinessThe Role of Technology in Enhancing Human ExperienceThe Balance Between Technology and Human TouchListening vs. Hearing in Customer InteractionsThe Importance of Tonality in CommunicationThe Role of CMOs in Sustainable Development Goals–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

The rise of AI is revolutionising customer service, particularly in call centers, where it is streamlining operations and enhancing personalisation. From reducing wait times to offering real-time insights, AI is reshaping how businesses engage and retain customers. But how do businesses balance automation with the human touch to remain competitive and keep their customers engaged? Li Guanghai, CEO of Helport, the first Singapore-based AI company to be listed on NASDAQ, gives insights into the evolving role of AI, the benefits and challenges of AI-driven call centers and the future of AI in customer service. Li also shares of a new initiative by Helport - a platform that allows third-party developers to build applications on top of its technologies.See omnystudio.com/listener for privacy information.

eBay, restrictions, and live customer service agents

Send us a textIn this episode, we're thrilled to welcome Morgan Rackley, the multi-talented  Celebrity Esthetician and founder of Morgan Rackley Skin Care. With over 15 years in the beauty industry, Morgan has collaborated with renowned brands and been featured in top publications like Harper's Bazaar and Elle Magazine. Our conversation dives into Morgan's journey, from starting in her mom's hair salon to becoming a successful skincare expert with a packed clientele. She shares valuable insights about the importance of customer service, asking for opportunities, and setting up your business around your desired lifestyle. This episode is packed with inspiration for beautypreneurs looking to build their business authentically and successfully.Connect with Morgan:Find her on Instagram - @morganrackleyskincareCheck out her website - morganrackley.comWhat You'll Hear:00:24 Meet Morgan Rackley: A Beauty Industry Pioneer01:42 Morgan's Journey: From Shampoo Girl to Lash Entrepreneur09:27 The ADHD Factor: Managing Multiple Passions18:38 The Power of a Strong 'Why' in Business20:07 Embracing Change and Overcoming Judgment25:11 Building a Successful Skincare Business25:46 The Power of Asking and Ambassadorships29:00 Customer Service and Client Retention31:22 Balancing Business and Lifestyle Get immediate access to my FREE 7-day challenge: Become THE Magnetic Brand That Everyone Wants, and learn how to apply the 7 principles of influence to your marketing for faster brand growth and more seamless sales. Click HERE to get started.Connect with Sasha: Hang out with Sasha on Instagram and TikTok Follow Daring Haus on Instagram and TikTok Work with Sasha: daringhaus.com Check out my media company, serving up anti-cliché, edgy, editorial photography and videos for female-founded brands hungry for attention, Powerhaus Media

Artificial Intelligence is quickly transforming how businesses handle customer service, making it more efficient and personalized. But, as AI improves, how are companies balancing it with human support?Joining Seán to discuss this is Newstalk's Tech Correspondent, Jess Kelly.

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guests who's chosen to stop their day to visit our location.  Episode 156 Coca Cola Cookies, Visa Fraud, The Art Of Bagging And Covid This is C.T.C.S.   Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

It's the last CX Pulse Check of 2024! Discover how AI is reshaping the marketing landscape alongside our special guest co-host Andy Crestodina. First, we unravel the secrets behind Taco Bell and KFC's AI-driven marketing success, which not only boosts sales but also enhances personalized communication. However, the episode also offers a reality check for smaller businesses considering AI adoption.We then spotlight the burgeoning trend of transparency in technology. The conversation parallels AI disclosure with privacy laws, highlighting how this shift could foster trust. The discussion takes a thought-provoking turn as we question AI's capacity for empathy, pondering whether AI can deliver more meaningful experiences than humans.Our exploration extends into the educational arena, where AI is both a boon and a challenge. AI can enhance learning but also presents obstacles to foundational skill development. We emphasize the vital balance between embracing AI's efficiency and nurturing essential human skills and relationships.About Andy Crestodina:Andy Crestodina is a co-founder and CMO of Orbit Media, an award-winning 50-person digital agency in Chicago.Over the past 24 years, Andy's provided guidance to 1000+ businesses. He's written hundreds of articles on content strategy, SEO, GA4, AI and visitor psychology. He's also the author of Content Chemistry: The Illustrated Handbook for Content Marketing.Top 10 Online Marketing Experts, Forbes Top 50 Marketing Influencer, Entrepreneur Magazine Top 25 Content Marketers, Express Writers/BuzzsumoTop 10 Social Media Influencers, Social Media ExplorerFollow Andy and Orbit Media on...LinkedIn: http://www.linkedin.com/in/andycrestodina/LinkedIn: https://www.linkedin.com/company/orbit-media-studios-inc./Facebook: https://www.facebook.com/orbitmediastudiosTwitter/X: https://twitter.com/crestodinaTwitter/X: https://twitter.com/orbiteersYouTube: https://www.youtube.com/OrbitmediaArticles Mentioned:Taco Bell and KFC's Owner Says AI-Driven Marketing Is Boosting Purchases (The Wall Street Journal) -- https://www.wsj.com/articles/taco-bell-and-kfcs-owner-says-ai-driven-marketing-is-boosting-purchases-ab3a5f36Retailers confront trust issues as generative AI becomes commonplace (CX Dive) -- https://www.customerexperiencedive.com/news/retail-customer-trust-generative-bain-e-commerce/733018/Resources Mentioned:Experience Investigators Website -- experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

For additional resources for #eventprofs visit www.productionvaluematters.com In this episode of Production Value Matters, host Matthew Byrne interviews Toby Burns, founder and CEO of Silent Disco, a leading provider of silent disco, cinema, and karaoke hire services in the UK and Europe. Together they discuss everything from logistics and customer service to innovation in the events industry.

Artificial Intelligence is quickly transforming how businesses handle customer service, making it more efficient and personalized. But, as AI improves, how are companies balancing it with human support?Joining Seán to discuss this is Newstalk's Tech Correspondent, Jess Kelly.

Show Notes: Gerd Schenkel discusses his experience in creating new telco businesses and how to analyze a telecommunications company. Gerd has spent over 10 years as a consultant and 15 years as an executive in banking and telco. He aims to make a differentiation in consulting work by bringing together both worlds. Developing a Telco Company Gerd spent six years at Telstra, Australia's incumbent telco, and three years as the CEO. He talks about his experience there and moves on to his first experience at creating a business which was for National Australia Bank, where he launched a digital bank called EuBank. He later worked as the CEO of a digital team and was tasked with building a telco division. Gerd discusses the creation, development and success of a telco project. He talks about launching a project, what it requires, and what he learned through the process, including accepting and meeting a 10-week launch deadline. He talks about key learnings from his time there, managing the team, product pricing,  and making the process of developing and delivering a product simple and effective. A Telstra Broadband Brand Success Telstra's internet broadband product was competing with its parent company's product, but the difference was not in speed or quality. The brand and marketing strategy was more about the connection to the local exchange, where the availability of ports was crucial for competitive dynamics. A former Telstra employee and artist was hired to help develop the brand. The team knew they would need to market locally, and in some areas, they would spend more money. However, they turned this limitation into a positive, creating a brand story called "Belong." The name "Belong" was about belonging to the local neighborhood, and the advertising would be with local shops. The brand was launched with white lists, indicating that the product was only available in certain areas. The name "Belong" was part of the "local connection" concept, and the bank "Eubank" was launched to create a national brand story. Challenges Faced by Telco Startup Gerd discusses the challenges faced by a startup telco, Telstra, in complying with specialist regulations. The telco license had provisions for  executing government and police directions, which were not widely known and not widely discussed. Our team was unaware of these requirements until a dedicated Telstra person contacted us about it. The team found a solution by flying a UK-based technician to install the necessary technology in exchanges. Gerd explains that, in terms of regulation, startups can do all their work upfront, but there are always unknowns and unexpected issues that need to be addressed. Flexibility and agility are essential in finding creative solutions, as demonstrated by Telstra's experience. Customer Service, Operations, and Billing Gerd shares an example of changes made to billing, and communication at Telstra. He explains that pro rata was a major cause for complaints due to the high cost of first bills. He talks about costs involved in rolling out a new billing system and how they chose a low-cost platform and how this solution cost them nothing and was immediate, meaning no complaints or phone calls. Gerd emphasizes that the mindset should be on the customer side, focusing on providing the best possible service and experience for customers. Gerd also mentions that Telstra had to configure routers with customers' accounts, which was impossible. They found a solution that was cheaper and more efficient, saving them $3 each. This resulted in no phone calls or track roles, and customers were happy. On the Moving Home Process The conversation turns to the redesign of the moving home process for Telstra, which had a negative NPS of perhaps minus 50 and a churn rate of 85%. The process was outsourced for decades and was a nightmare for customers with multiple products and separate tech stacks. Gerd suggested that they started with a small percentage and then rolled it out to everyone. They used their control of channels to impose a better process, routing website orders wherever they wanted. They then convinced call centers to enter orders on the website instead of the internal system, resulting in a reversal where the website became the internal interface for employees. This principle was also applied to mobile phone ordering, resulting in faster and easier ordering for all employees. Gerd explains that importing these mindsets into Telstra was harder due to the bigger scale, complexity, and politics involved. However, the benefits were 100 times bigger in terms of cost, with savings of 40 minutes per mobile order. He now works for a telco in North America, applying similar mindsets to their operations. The Business Model of Telecommunications Companies Gerd discusses the business model of telecommunications companies, particularly telcos. Telcos spend billions of dollars on infrastructure and technology, which is then used to make monthly subscriber payments. This complex system results in an average return on capital of 8% over the long term. However, telcos are less customer-centric than banks due to their network businesses where customers are not even a customer, but rather a subscriber. Gerd offers how telcos could reduce churn and increase revenue by being more customer centric. He suggests offering free basic services, such as data and advertising and shares a few working examples=. Analyzing a Telco's Monetization Base Gerd suggests analyzing a telco's monetization base by separating out non-network access revenue per customer. He suggests that if network access is the only revenue source, it will go towards a marginal return on capital (ROC). Telcos have unique access to populations and good brands, which can lead to increased revenue. Gerd also discusses the concept of local office apps, where users can opt in to receive local offers based on their location. This approach has been successful, but it has faced political debates over ownership of the PLC. He states that telcos can potentially generate 1,000,002 million in a country with 20 million people if done properly. Secondarily, telcos typically report the split between network access revenue and non-network revenue. However, Gerd suggests measuring this separately. To evaluate the non-network revenue, he suggests using incentives, reporting, and management tools. A consulting firm can help with this process, although it may require hiring a consultant. By valuing the non-network revenue dollar, telcos can better manage their costs and maximize their revenue. Timestamps: 02:42: Creating a New Telco Business at Telstra  05:08: Implementing the New Telco 15:25: Branding and Market Strategy 20:21: Regulatory Challenges and Solutions 24:08: Customer Service and Operations Improvements 29:10: Impact on the Parent Company 32:51: Analyzing a Telecommunications Company 40:23: Monetizing the Customer Base  47:45: Final Thoughts and Contact Information  Links: Website:https://www.gerdschenkel.com/ LinkedIn: https://www.linkedin.com/in/gerdschenkel/ Resource: https://umbrex.com/resources/how-to-analyze-a-telecommunications-company/   Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at www.umbrex.com.  

What happens when leaders bring empathy and self-awareness into their daily work? How does emotional intelligence transform not just teams, but the customer experience itself? In this returning episode of Doing Customer Experience (CX) Right, Stacy Sherman revisits her conversation with Daniel Goleman to unpack the secret ingredient behind exceptional leadership. It's not just about happier teams or better customer outcomes—it's about building a culture that thrives. Discover how emotional intelligence creates meaningful connections, energizes workplaces, and drives real results. Practical, actionable, and eye-opening, this conversation is your roadmap to leading with intention. Visit for more insights.

Why You Can't-Miss This EpisodeThis episode of the CX Goalkeeper Podcast dives into the fascinating world of data transformation with Michela Greco. Discover how data quality fuels insights that drive exceptional customer experiences, actionable strategies to maintain data standards, and the human touch required to create impactful outcomes. Michela shares her journey and practical tips to help businesses bridge the gap between numbers and meaningful decisions.About Michela GrecoExpert in CRM, Customer Data, and Customer Service platform implementation- Sales support- Data analysis & insights- Customer experience passionateRelevant Linkslinkedin.com/in/michela-greco-crm-04061986The Top 3 Key LearningsData Quality is Key: Accurate, complete, and consistent data is the foundation for reliable insights, actionable reports, and meaningful customer engagement.Cross-Functional Collaboration: Breaking down silos between departments ensures a unified customer view and fosters better decision-making.Continuous Monitoring and Accountability: Periodic data checks and team accountability maintain high data standards, supporting long-term system usability and trust.Chapters00:00 Introduction and Guest Presentation03:01 Core Values and Professional Journey04:30 Defining Data Quality in Customer Experience08:42 Ensuring Data Quality Over Time14:48 Extracting Insights from Data18:51 Example of Effective Data Integration21:45 Future of Customer Experience22:02 Contact Information and Closing RemarksKeywordsdata transformation, data quality, actionable insights, customer experience, CX podcast, Michela Greco, cross-functional collaboration, system usability, customer engagement, tailored experiences, unified customer view, data silos, business insights, CX GoalkeeperDid you enjoy this blog? Share your thoughts, and let us know how we can improve!Please follow and subscribe to the CX Goalkeeper Podcast:Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK Thank you for being part of the CX Goalkeeper journey!

We discuss the importance of clarity and communication, setting core values, and why mentorship is crucial for sustainable growth in digital marketing. Colby also introduces the concept of 'systemizing delight' to keep clients satisfied and engaged for years. If you're struggling with client management or looking for ways to improve your agency's workflow and client relationships, this episode is a must-watch.Find out more about Colby:https://autonomyagency.com/00:00 Introduction to Handling High Maintenance Clients00:55 Welcome to the Podcast01:22 Meet Colby Wegter: Top 1% Digital Marketer01:32 The Autonomy Agency: Client Retention Strategies09:04 The Importance of Mentorship13:43 Dealing with High Maintenance Clients15:48 The 1000+ Framework for Client Communication18:31 The Value of Clear Communication24:51 Colby's Personal Experience and Offer32:17 Conclusion and Contact Information Connect with me on:All my linksBecome a guestSign up for RiversideGet Descript #DigitalMarketing #Branding #PersonalBranding #MarketingInsights #SocialMediaStrategy

In this month's premiere episode of the Connected Leadership Podcast, Andy Lopata interviews David Avrin. David is one of the most in-demand Customer Experience speakers and consultants in the world today, He has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organisations better understand and connect with their customers and clients to help future-proof their businesses.  David's insights have been featured on thousands of media outlets around the world. He is also the author of seven books including the acclaimed: It's Not Who You Know, It's Who Knows You! Why Customers Leave (and How to Win Them Back), The Morning Huddle, and his newest book, Ridiculously Easy to Do Business With.  Andy and David explore the crucial differences between customer service and customer experience, highlighting that while good service is essential, it's the overall experience that truly drives customer loyalty in today's competitive market. David argues that while many businesses boast high-quality products and services, the experience they provide is often far from ideal, leading to customer frustration. Their conversation traces the changing landscape of customer interaction, particularly the role of social media and the increasing reliance on AI-powered chatbots. While social media once served as a powerful tool for holding companies accountable, its effectiveness appears to be waning, as organisations struggle to manage the sheer volume of feedback.  They also highlight the significant generational differences in customer expectations and preferences regarding technology. While younger generations are tech-savvy and prefer self-service options, older generations often require more personalised assistance. This necessitates an "omni-channel" approach, offering a variety of ways for customers to engage based on their individual needs and preferences. The overuse of surveys is criticised, with David suggesting that less frequent, shorter, and simpler surveys are more effective. Building relatability and likability within a brand's identity is emphasised, and it's suggested that businesses shouldn't necessarily aim to please everyone, but to be the best choice for their target audience.  Finally, Andy and David reflect on the importance of striking a balance between efficiency and personalisation, prioritising speed and respect for customers' time. They emphasise that while businesses strive for predictability and efficiency, they must not lose sight of the human element and the importance of making the customer experience not just competent, but preferable. What we discussed: 1.     Customer Service vs. Customer Experience: Understand the critical distinction and why customer experience trumps service in today's market. 2.     The Evolving Role of Social Media: Social media's influence on customer feedback is shifting and how businesses can adapt. 3.     AI and Human Interaction: What is the optimal balance between AI-driven efficiency and essential human interaction. 4.     Generational Differences: How to cater to the diverse needs and technological preferences of different generations. 5.     The Power of Feedback (and the Perils of Overdoing It): How to effectively gather and use customer feedback without causing frustration Listen to this episode to gain actionable insights into creating a superior customer experience, leveraging technology effectively, and navigating the complexities of a multi-generational market. Connect with Andy Lopata: Website | Instagram | LinkedIn | X/Twitter | YouTube Connect with David Avrin: Website |LinkedIn |Facebook | YouTube The Financial Times Guide to Mentoring Ridiculously Easy to Do Business With.  

Are you ready to elevate your guests' experience without breaking the bank? In this episode, we explore the art of creating unforgettable stays through thoughtful personal touches and exceptional customer service.Join me as I chat with Rachel Butler, owner of the Angel Caves bed and breakfast in Gran Canaria. Rachel shares her journey from bustling London to the serene mountains, where she's mastered the art of hospitality.In this episode, you'll learn how to:The power of first impressions and how to nail them, even if you're not on-siteSimple, cost-effective ways to make guests feel like VIPsStrategies for setting clear expectations and exceeding themHow to handle unexpected issues while maintaining excellent customer servicePlus, get Rachel's expert tips on:Crafting a welcoming atmosphere that doesn't require a hefty investmentCommunicating effectively to build guest loyaltyBalancing personal touches with essential amenities“You've got to be so empathetic to what they're going through that you understand you.” - Rachael ButlerAbout Rachael ButlerRachael Butler is the visionary owner and host of Angel Caves Farmstay & Retreats. Nestled in the breathtaking mountains of Gran Canaria, Rachael is a busy mum of two who, alongside her husband, is lovingly renovating a unique cave house. Angel Caves isn't just a bed and breakfast—it's a sanctuary where Rachael combines her deep roots as a former London-based therapist with her passion for creating transformative women's retreats.With years of experience in therapy, Rachael brings a special touch to hospitality, crafting unforgettable guest experiences that go beyond comfort. Her keen understanding of human connection ensures every visitor leaves with cherished memories and a sense of renewal.Connect with Rachael:Instagram: https://www.instagram.com/ourangelcavesWebsite: www.angelcaves.onlineWhether you're a seasoned host or just starting out, this episode is packed with actionable advice to help you create lasting loyalty and rave reviews.Ready to take your hosting to the next level? Don't miss Rachel's special offer for podcast listeners – a 50% discount on her business audit service, designed to boost your bookings and enhance your guest experience.Join us to learn how small, thoughtful gestures can make a big impact on your short-term rental success!The key moments on this episode are:00:00:00 Elevating Guest Experiences: First Impressions and Budget-Friendly Touches00:00:53 From London to Gran Canaria: Rachel Butler's Journey to Hospitality00:04:20 Building a Successful B&B: The Angel Caves Story00:06:04 The Power of First Impressions in Hospitality00:09:04 Building Trust and Meeting Guest Expectations00:12:14 Adding Value with Personal Touches on a Budget00:15:07 Balancing Basic Service with Extra Touches00:18:25 Handling Guest Issues and Providing Excellent Customer Service00:22:26 Offering Business Audits for Short-Term Rental Hosts—------------------------------------------------------------------------------------------------------------------Show notes are available at: https://directbookingsuccess.com/podcast/

Reddit rSlash Storytime maliciouscompliance where We are working too fast? Okay, we will slow down for you. Ordered to do maintenance on a grill without the right equipment, grill was broken trying anyways Got reprimanded for not leaving my uniforms at work, so now I didn't have any uniforms at home when it mattered Want it done by the book? Fine, I'll follow every rule. I am only ringing it up exactly as you ordered it. Hosted on Acast. See acast.com/privacy for more information.

Windows Update Breaks Ubisoft Games: https://www.destructoid.com/windows-latest-update-prevents-you-from-playing-some-ubisoft-games/ Australia Bans Teenagers: https://www.techspot.com/news/105766-australia-bans-under-16s-using-social-media-platforms.html Starlink Phones: https://arstechnica.com/tech-policy/2024/11/fcc-approves-starlink-plan-for-cellular-phone-service-with-some-limits/ ISP Customer Service: https://arstechnica.com/tech-policy/2024/11/isps-say-their-excellent-customer-service-is-why-users-dont-switch-providers/ Follow on Twitter: https://www.twitter.com/reetin Buy Stuff From Green Man Gaming: https://t.co/fhL17TWpi4 Subscribe on Youtube: http://www.youtube.com/reetin Follow on Twitch: http://www.twitch.tv/reetin Google Play: https://play.google.com/music/m/I6jatgkdbr7mbmgkilzbwbo5li4?t=Reetin_Podcast iTunes: https://itunes.apple.com/us/podcast/reetin-podcast/id991683896?mt=2 Tunein: https://tunein.com/podcasts/Video-Games/Reetin-Podcast-p1142473/ Stitcher: https://www.stitcher.com/podcast/reetin-podcast Spotify: https://open.spotify.com/show/0Sv8URFI0C02rejZc3yo9M Amazon Music: https://music.amazon.com/podcasts/5d4e2abc-7095-4654-b123-e6be2041c9ad/Reetin-Podcast?ref=dm_wcp_pp_link_pr_s

Ryan Ragan is the new Executive Director of the Automotive Service and Tire Alliance. Ryan discusses his vision for enhancing value to ASTA members through better programs and innovative training, particularly focusing on both the tech and tire sides of the industry. Braxton and Ryan talk about the importance of educating shop owners and customers to improve the industry's perception and overall customer experience.00:00 Experienced in nonprofits; focused on membership value.05:49 Building community and youth engagement in industry.08:26 Improving auto repair industry perception and experience.10:43 Evolving industry enhances professionalism and transparency.14:48 Slowest fall behind; strongest advance forward.16:27 Balance tire and tech focus with training.21:01 Subscribe, share, review, and follow for the latest updates. Learn more about how Shop Controller can make your shop more efficient HERE

Welcome to our cozy Christmas Tree Farm Bed & Breakfast!

Thanksgiving is the perfect time of year to show gratitude - and when you can personalize by generation, you will find a resonance that drives success from your team and with your customers. In this episode we will talk about how to show gratitude to each generation when they are customers and when they are employees.   - Think about how each generation likes to be recognized. - Consider how engaging them in personalized ways can build loyalty. - Drive overall success and loyalty through gratitude and recognition. - Every generation values different things from their leaders and their brands. Visit https://thetonyjohnson.teachable.com/ to invest in yourself and your team. Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune 500 companies to unlock their amazing capacity for excellence.     Check out my FREE Resources and Training Tools: Web: https://www.igniteyourservice.com/ YouTube: https://www.youtube.com/@TheTonyJohnson Twitter:  https://twitter.com/The_TonyJohnson Instagram: https://www.instagram.com/THE_TONYJOHNSON/ Tik Tok:   https://www.tiktok.com/@igniteyourservice Facebook:  https://www.facebook.com/tonyjohnsoncx/     Music: http://www.bensound.com

Claas van Delden  is the Chief Growth Officer at yoummday. He is based in Munich, Germany. Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care freelancers available. Mark Hillary called Claas to talk about the issues around providing support to customers in multiple languages and whether the platform-based appproach is replacing the more traditional multilingual hubs used by BPO companies... Claas talks about this specific question and outlines how Gig CX really works in this interview. https://www.linkedin.com/in/claas-van-delden-b7b3b2/ https://www.yoummday.com/en CX Report 2025: https://business.yoummday.com/en/yoummday-cx-report-2025

In this episode of the Duct Tape Marketing Podcast, I had the pleasure of interviewing Jeannie Walters. Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm that helps companies increase sales and customer retention through elevated customer experiences. Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Walters is the leading authority for improving employee and customer relationships. Walters is a founding member of the Customer Experience Professionals Association and a trusted advisor to numerous Fortune 500 companies, including Orangetheory Fitness, SAP, Comcast, and JPMorgan Chase. As an educator, her LinkedIn Learning courses have inspired over 500,000 learners worldwide. A Certified Speaking Professional and proud Professional Member of the National Speakers Association, Jeannie has captivated audiences of tens of thousands across three continents with her expertise and insights. In this episode, we discuss the importance of understanding and improving customer experience—not service, experience! We also discuss the relationship between customer experience and marketing, the role of technology, generational differences in customer expectations, the significance of speed (how soon is "soon"?), and the necessity of building a customer-centric culture. Jeannie emphasizes the need for organizations to adopt a mindset focused on customer experience, implement effective strategies, and continuously test and adapt their approaches based on feedback. More About Jeannie Walters: Check out  Jeannie Walters' Website Connect with  Jeannie Walters on LinkedIn Rate, Review, & Follow on Apple Podcasts If you liked this episode, please rate and review the show. Click HERE - scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then, let us know what you loved most about the episode. Connect with John Jantsch on LinkedIn! Are you stuck trying to figure out your marketing strategy? Get Your Free AI Prompts To Build A Marketing Strategy HERE. This episode of the Duct Tape Marketing Podcast is brought to you by Oracle Nobody does data better than Oracle. Train your AI models at twice the speed and less than half of the cost of other clouds. If you want to do more and spend less, take a free test drive at Oracle.

It's Thanksgiving week and I wanted to share my thanks on this 501st podcast to all of you my listeners with a special podcast and an opportunity that focuses on Mystic Manor in Hong Kong Disneyland. But we preface all this with new announcements made in the parks including the location of Monster's Inc. at Disney's Hollywood Studios and what will happen to the Muppets. It's a busy podcast for sure, made bigger by my offering to you that I will announce at the end of this podcast. So Join us For Mystic Manor Insights & New Disney Announcements. ________________________________________________________ My new book, A Century of Powerful Disney Insights, Volume I 1923-1973, The Walt & Roy Disney Years is available!  Also, check out my two of my other books, The Wonderful World of Customer Service at Disney and Disney, Leadership and You. Also, for those examining = other business benchmarks beyond Disney, check out Lead with Your Customer: Transform Culture and Brand Into World-Class Excellence. ________________________________________________________ More Disney Insights can be found below! Disney Insights YouTube Page--Check it out and subscribe. DisneyInsights.com--So many resources at our home site. Be sure to subscribe to receive notice of upcoming podcasts. Disney Insights Facebook Page--Come join and interact in conversation with others. The Wayfinder Society--Disney Insights Patreon Page--More Disney Insights to interact with, while supporting the podcast. Here we bring the best in Disney both in terms of the magic of the parks as well as the business behind the magic! ________________________________________________________ Check out Zanolla Travel to book your next vacation! David & Leah Zanolla ZanollaTravel.com Owner/Agents (309) 863-5469 ________________________________________________________ Performance Journeys This podcast and post is provided by J. Jeff Kober and Performance Journeys, which celebrates more than 20 years as a training and development group bringing best in business ideas through books, keynotes, workshops, seminars and online tools to help you take your organization to the next level. Want a Keynote Speaker? More than just nice stories, I offer proven insight and solutions having worked in the trench. Need Consulting? I've worked for decades across the public, private and non-profit arena.  Need Support? We offer so many classroom, online, and other resources to help you improve your customer service delivery, leadership excellence, and employee engagement. Contact us today, and let us help you on your Performance Journey!

On my first date with my future wife, I picked her up in an Uber. I played it off as a romantic gesture, but the truth was that I didn't own a car. I'd given it up because I love public transportation. There's just something about it. You can clear your head, get work done, and actually see the city rather than focus on the traffic. Atlanta's version of the LA Metro is called MARTA. The Metropolitan Atlanta Rapid Transit Authority has 48 miles of rail track, 38 subway stops, and an abundance of bus routes. From Hartsfield-Jackson Atlanta International Airport to Sandy Springs, Buckhead to Brookhaven, And Decatur to Doraville, MARTA is taking people where they want to go today and tomorrow. And it can't do that without today's guest. Donna E. DeJesús joined the team in 1993 and has over 30 years of advanced experience in transit call center and customer service management. She's now the Director of Customer Service, but I just call her the Queen of MARTA. Nowadays, I do own a car. I had to have somewhere to put my toddler's car seat. I don't get many nights out, but when I do, I ride the light rail or the bus whenever possible. If you find yourself craving the rails, or maybe you've retired and just want to drive a little bit less, this conversation can empower you with the tips and tricks you need to get where you want to go via the mode of transportation with which you want to get there. So pay that fare, sit back, relax, and let Donna DeJesús dazzle you with some MARTA magic. 00:00-Hot MARTA Bochinche 03:58-All Aboard! 05:45-Reduced Fare Program for Seniors 09:36-MARTA Accessibility Committee 13:09-Exciting Updates 15:51-Access to All the Atlanta Fun & Senior Centers 19:21-Mobility Service 21:41-Getting to the Battery 23:12-Art Bound: Performances on the Platform 27:46-MARTA's Best Kept Secret 30:44-Donna's Team & Sustainability in Motion 35:31-Music in the Park 36:33-Overhauls and Tech by 2026 41:07-Staying Safe on MARTA Learn more about your ad choices. Visit megaphone.fm/adchoices

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website rubbercheese.com/podcast.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned in this podcast.Competition ends on 11th December 2024. The winner will be contacted via Twitter. Our guests:https://www.wethecurious.org/ Chris Dunford, Sustainability and Science Director at We The Curious As Sustainability and Science Director, Chris Dunford has been responsible for Sustainable Futures at We The Curious since 2011. During that time, he has introduced a sector-leading programme of environmental best practice, innovative technologies, and organisational change. In 2019, We The Curious became the first science centre in the world to declare a climate emergency and pledged to meet ambitious decarbonisation targets in this decade, implemented alongside climate change adaptation.Beyond We The Curious, Chris has held positions as Head of Environmental Sustainability at UKRI, Elected Director of the Bristol Green Capital Partnership, Mentor of Arizona State University's ‘Sustainability in Science Museums' Global Fellowship, and Chair of the ASDC Decarbonisation Group. Chris' background is in science communication and stand-up comedy. https://w5online.co.uk/Victoria Denoon is the Head of Visitor Experience at W5 Science and Discovery Centre.Victoria joined W5 Science and Discovery Centre in March 2020 and has responsibility for all aspects of W5's operations. She is also currently an ASDC Trustee. Prior to joining the team at W5, she worked in Higher Education in the United States for 15 years with a particular interest in advancing the careers of women in STEM fields. http://www.aberdeensciencecentre.org/Bryan Snelling is the CEO of Aberdeen Science Centre. He's been in this position for five years having started in November 2019. Bryan has worked in the visitor attraction sector for 11 years having previously enjoyed 6 years as CEO at The Gordon Highlanders Museum in Aberdeen. Bryan has worked in many sectors during his career including education having worked across the UK in Portsmouth and London before moving to Aberdeen. Bryan is originally from South Wales and in his spare time he enjoys playing the guitar, playing cricket and reading. https://www.sciencecentres.org.uk/Shaaron Leverment is the Chief Executive at The Association for Science and Discovery Centres.Shaaron is the CEO of ASDC and has over 20 years' experience working in science engagement and education. She stands for the value of science centres and museums for social good, as community assets that are accessible and relevant for a more diverse public.Shaaron joined ASDC in 2016 as the Deputy CEO. She is also the co-founding director of 'Explorer Dome' that engages over 70,000 children and adults every year. She leads on a number of national and international programmes and collaborations that aim to improve the relevance and accessibility of STEM for a more diverse public. As a past president of the British Association of Planetaria, she is also currently the EDI co-chair of the International Planetarium Society. Shaaron is mum to two boys, and the owner of a large hairy Golden Retriever.She is part of varied networks, working with schools, universities, science centres, museums and volunteer groups, as well as nation-wide professional associations and Government agencies. She has created and directed national and international (EU) science engagement programmes, including leading the Horizon 2020 Hypatia programme in the UK to support greater gender inclusion in informal science education, and is the driving force behind Our Space Our Future, supporting participative practice in space science outreach.Through work with ASDC, Ecsite and other international partnerships, Shaaron is known for her work to support greater equity and inclusion within our STEM education and engagement organisations, with the ambition of embedding more equitable practice for transformative organisation-wide change. Transcription:  Paul Marden: Welcome to Skip the Queue. A podcast for people working in and working with visitor attractions. I'm your host, Paul Marden. Now, today's episode is a special one. A few days ago I was at the Association for Science and Discovery Centre's annual conference recording in front of a live studio audience. Joined by a panel of the great and good from the Science and Discovery Centre community, Victoria Denoon, Head of Visitor Experience at W5 Science and Discovery Centre. Bryan Snelling, the CEO of Aberdeen Science Centre. Chris Dunford at ASDC Sustainability Group Chair and Sustainability Director at We the Curious. And Shaaron Leverment, the CEO of ASDC. Now, I have to say, this was a bit of a proof of concept for us and we had a few technical gremlins, but whilst the sound quality isn't brilliant, the conversations absolutely were. Paul Marden: So without further ado, let's go over to that recording I took a couple of days ago. Why don't we start with our icebreaker questions? So this is a tradition for the podcast and nobody has been prepared for this. So, Victoria, you'll like this one. It's a really easy one. Bauble or custard cream? Victoria Denoon: You said it was going to be easy. Paul Marden: Oh, no, I could give you my answer straight away. It's a firmly held belief for me. Of course, it's the only answer to that question. Bryan, you have to live in a sitcom for the rest of your life. Which one? And why? Bryan Snelling: Oh God, can I have the ball? But do you know what? The only one that sprung to mind was Only Fools and Horses. I think, you know, a bit of dodgy dealing here and there. Can't go wrong with that, I think. Yeah, Wheeler dealing, you know what I mean? Paul Marden: One day Wanda's There'll be millionaires. Chris, play 10 instruments or speak 10 languages. Chris Dunford: Oh, horrible. I'm going to go for 10 instruments because I feel as if Google can do the rest. But 10 instruments? I can finally record my own albums. Paul Marden: And Shaaron, last but not least, control time like Hermione or Fly Like Harry. Shaaron Leverment: Oh, God, fly Like Harry, Paul Marden: Really? Shaaron Leverment: Yeah, yeah, 100%. Paul Marden: You don't need a time turner to be in every session. That wasn't the latest question at all. Okay, let's get cracking then with the main interview. Shaaron, first question is for you. This year and next sees the 25th anniversary of the millennium funded science centers which saw a huge amount of investments into science communic engagement across the country. What did that do to shape science in the last quarter of the century? And where do you think it will take us next. Shaaron Leverment: Great question. Paul Marden: Thank you. Shaaron Leverment: Like 25 years ago, as I mentioned in my talk, even no one really knew what science communication was. You know, now obviously there's masters in it, there's people who are doing PhDs in it and I think it's actually becoming a very important part of policy and recognised as strategically important in terms of the way in which nation engages with science. And I do believe that's because we have these amazing places across the U.K. now. Let's be honest, like a lot of them existed beforehand. There was at least 6, including Satrasphere, which is now Aberdeen Science Centre, which existed before the Millennium centers. And then suddenly all of these centers were. But now we've got 60, nearly 70 across the entire places. The Lost Shore is just open, which is all about surf and science. Shaaron Leverment: I think science, referring to one of our keynotes, is really becoming part of culture. And then we're no longer looking at sort of museums and centres as like cathedrals of science. We're looking at them as real kind of cultural and community assets. So that's where I think. I think that's where the trajectory is going for the next 25 years. I'll just wrap that into the end of that. Paul Marden: This is a follow up for that and really anyone can join in on this one. Thinking more about where we go in the next 25 years, let's talk about funding streams because we had a big lump of money back just before the millennium projects get them kicked off and we're unlikely to see that level of lottery funding again. So how can centres, after all, they are visitor attractions and charities in many cases. How do they diversify their income streams? Victoria Denoon: I think there's two things about that and one's really important from the ASDC perspective because there's what we can do individually, but there's also what we can do collectively as a network. So you know, we are looking at that particularly from the Millennium Science Centre perspective. Victoria Denoon: And obviously that's a bigger voice if we do that together. So that's really important to have those conversations. At W5 we do that by increasing what we do for corporate hire. We do a W5 late program, which is an 18 plus evenings for adults to come down. And because we're going to be 25 years old next year, there's that nostalgia that really helps sell that. So we're looking at key events to drive revenue across the year to really get more people in our door who wouldn't come to us otherwise. Bryan Snelling: Yeah, I think it's obviously very important to diversify our income. But what we're talking about here, in terms of the money we got in 2019, you're only really going to get that sort of money again from very large institutions or government. And I think whether you're trying to persuade an individual to come and visit your science centre or local, national, devolved governments to give you money, it's all about the message that you're sending. It's about the science centres are really important part, and we were talking about it earlier on, the culture of what we're doing here. So whether you're just one individual or a multinational that has big bucks, you've really got to try and make them understand that. Chris Dunford: I think it's. Yeah, I think it's almost as well as diversifying to new funders, it's also diversifying what the existing funders will be happy to fund, because I think the funders understandably want the shiny new exhibition, the lovely new outreach in the brand advance, the school workshop photo opportunity. And those are all good things. And we couldn't do those things without the funders. But they'll need to. As these buildings getting older, they need to recognize at some point that those things can take place in the building where the roof leaks and it closes in the summer because the heat wave and the cooling system can't keep up. So I think if you're saying to the funders, yes, you can support this workshop, but we will need some contribution towards the rooms that the workshop take place in. Chris Dunford: So I think it'd be helpful to understand that. And to do that, we just need to make the case better to our value. So it's not just this extra news thing, but day to day supporting us to literally keep the lights on and keep the rain out of the roof. Bryan Snelling: Can I just add, I think there's also an important thing here about mission drift. We should be true to our own mission. We should know where we're going, our direction, and not have as much as possible. Because I understand it's a balance. Not have as much as possible. The funder direct what we do. It should be the other way around, or at least. And one of the big words of this conference that I've heard is collaboration. And we shouldn't just be doing it all the money, we should be actually understanding this is what we should be doing and this is how we're going. You should be coming on board with us. Paul Marden: You risk the tail wagging the dog, don't you? If all you do is chase the sources of funding. And you do that in a haphazard way. It's got to follow, as you say, it's got to follow the mission and the core values of the centre. Victoria Denoon: And it is a relationship, you know, it's like philanthropy and, you know, universities doing their work with donors. I mean, you really do have to have mutual respect and understanding and be looking for sponsors or funders or partners who have the same mission and values that you do. That conversation becomes a lot easier. Paul Marden: Absolutely. Shaaron, any thoughts? Shaaron Leverment: I think I agree with what they're saying. It's really well put. Paul Marden: This is an audience question and this is from Kate Allen from Purple Stars. And she asked me, is the A in steam in cooperate and why it's not a binary question. Chris Dunford: Right. Bryan Snelling: Look it up. Victoria Denoon: Yes. Bryan Snelling: Did you see the inflection in that? Paul Marden: Absolutely. Bryan Snelling: I think it's a two way process. I think that the A is very important. And again, I'm gonna repeat myself, but I think it's been a big part of what the conference has been about and it's been about collaboration. Yes, it's important, but it's a two way process because it's not all about us incorporating the arts. It's also about the arts incorporating the st, the E and the M and the science elements. So I think it's a two way process at the moment. I feel this is just my own opinion that it's a little bit more give than take. Shaaron Leverment: I think there's an interesting, you know, there's an interesting conversation of like, do you need an artist for it to be art? What is art and what is science? You know, and actually, you know, so much of, you know, the engagements that we see involve huge creativity, kids making planets and things like that in science. I do think that we need to use all the tools to get across these massive ideas. And I don't actually even know what science is anyway, so I'm on the back. Shaaron Leverment: And I also noticed in Tom Crick, when he was looking at the curriculum, they separate mathematics and numeracy from science and tech, you know, and so in science, tech engineering is often considered the invisible E in stem. Maths is often considered the invisible M in STEM in science and discovery centres, you know, and so the arts as well. I fully believe that we need to be trans and multidisciplinary 100%. But you know, I think it includes, you know, the music and everything. I think includes absolutely everything. So maybe these acronyms, which is not, they're not useful at all. Paul Marden: I don't think it helps. One of the things that we talked about when we first. We were spinning ideas around this episode, weren't we? And you talked about the idea that you shocked me, that science matters to me and I care about it. And it's something that I enjoy doing with my family. And to consider that isn't for the government to consider. That's not really part of culture because they're funded quite separately. It offends my roles, I think. Shaaron Leverment: But also, you know, it's just another beautiful way of looking at the world. You might look up at a night sky, you know, like Mara or Kilda, like we're hearing by Este. And you might look at it with eyes where you're just wondering at the jewelry of creation or making pictures in the stars. Or you might also be wondering about, well, maybe there's a planet out there. Shaaron Leverment: And I think you can look with all eyes and you can. It's all in wonder. And the fact that they are segregated, it comes back to school science, I think. I think actually in the normal world, as human beings, we don't have to separate them, but it's just very hard, especially when these are crazy funding lines. Like Tom mentioned the difference. I did not know that festivals are considered part of culture, but science festivals aren't. It's madness. Chris Dunford: It also depends in a way what you're doing. So if you're putting the A into STEAM  because you say that as a society, as a cultural attraction, we want to involve ourselves, then obviously, yes, we don't want to. You know, it's inclusive because as Shaaron said, they can. They bring different things to the table. But if you're putting an A in there because you're saying that art is the same as the others, then they're no different. But that's good. It's good that art and science kind of behave in different ways. So. So they both start with an idea or a question. They can both be kind of curious or stimulated by something. But then whether we do night sky or whatever, the way that art might scrutinise the night sky would be different to the way that science will scrutinise. And that's fine. Chris Dunford: They can complement each other. It's not. You need to recognize the differences in those kind of, I don't know, the intellectual disciplines, so they can support each other rather than say, well, artists, science, design. It's not as simple as that. They're different, but that's okay. Victoria Denoon: I do think they play a part together in making things more accessible to people. So if you look at major technology companies, they focus just as much on the design and the look of some of their products as they do on the actual technology that goes into them. So there's a lovely added experience there with putting that together. I think it's very important, but for different reasons. Paul Marden: Absolutely. There's been a lot of talk at the conference about diversity and inclusivity. To a certain extent, inclusion is about understanding who your audience is and understanding what it is that they need. Paul Marden: So let's dig into that about your three science centres. What are the customer demographics, what does the audience look like and what areas of diversity and inclusion are important to them? Victoria Denoon: Well, I think that assumes we've actually asked our audiences, you know, what is important to them. And I don't, you know, I'd like to sort of throw that over to other representatives for science centres because we have done some of that, but we probably haven't done it enough to be able to actually answer that question. That's something we are really looking at because we have a lot of different information about the demographics, but not really what they want to see us do. So we're looking at different focus groups and how to involve more people in that to get a better picture of that for our particular science centre. Bryan Snelling: I think we were very lucky to receive a lot of well enough ISF funding plus local funding to completely overhaul our science centre four years ago. What happened four years ago, it was wonderful. But as Shaaron said, we're actually not a millennium sites and we've been going for 36 years. I think tech request, slightly longer than us, Shaaron Leverment: 38.Bryan Snelling: There we go. But not many longer than us. But over that time we've asked and we found out a lot of information about what our visitors wanted. And similar to what Victoria said, we don't necessarily ask enough. We recognise that's a bad thing. We need and we are putting in place and now to evaluate to get feedback more. But back then were very aware of sort of things that we needed to do. We needed to be wheelchair user friendly. Bryan Snelling: So everything is now accessible throughout the science centre. We're one of the lucky places that have a changing places facility which is incredibly good and it's gone down very well. We also have a sensory space which was retrofitted admittedly. But if you look at our feedback on the online, that's gone down fantastically well and it allows some of our neurosensitive visitors just to calm down, go there and just take a moment and then come back and I think the very fact that we're a science centre, it's very hands on, it's very stimulating. Bryan Snelling: So having that has been a real wonderful addition to what we've got. And I think we've also got to remember financial inclusion. So a lot of the sort of sponsorship that we look for is to work with in Scotland. It's called simd, the Scottish Index for Multiple Deprivation. Chris Dunford: I'm sure there's a similar thing in England, but I want to know what it is. Paul Marden: We'll talk about that in a minute. Bryan Snelling: But we a lot of again, it's not mission drift when you are also doing it. A lot of our funders want to give us money so we can support those maybe who don't have as much money as the rest of us. So all of these things we've taken into account and parts of what we do at the science centre. Chris Dunford: Yeah. I suppose the question ultimately is when we ask our visitors what does inclusion, diversity mean to them, we won't get the answer we need. And that's because if you have a certain demographic who are visiting and you ask them diversity, inclusion, then obviously they will speak from their own life experience. But actually the people need to ask the people who aren't visiting. So in that respect, I mean the things we draw upon, we work closely with things like local council, so we have access to their data of who's living in the city and who's facing areas of deprivation and that kind of thing. Chris Dunford: So you can kind of fairly accurately figure out who's around you in your community and who's around you in your community isn't mirroring who's coming through the door and straight away you know where your focus areas are and the reason they might not be visiting, it might be economic, but it could also because there's things that you do unintentionally. It makes it look like you're not for them. Paul Marden: Yes. Chris Dunford: So only by engaging with them, seeing you through their eyes, will you understand maybe why you've been doing a thing which wasn't encouraged when they through the door. I suppose the last thing to say on that is often it's very tempting to think the inclusion thing is going to be groups that can't afford to visit and therefore Chapel saying it may be then detracting from the purely commercial enterprise we need to do to keep the buildings open and running. Chris Dunford: And for some areas who cannot afford to visit, then yes, that's an important part of what you do. But there could be areas, community who aren't visiting. And they can afford to visit because for some reason you're not currently for them, you can become for them. And you've also opened up a whole other market as well. So whether you're looking at it because you want more visitors financially, or you're looking at it because you want to be able to reach everyone, you need to ask who's in the city, who isn't here currently visiting and can we find out why they're not visiting? And then we just work through those challenge at a time until you hopefully are truly reflecting those around you. Paul Marden: I was at a Museum and Heritage Show earlier this year. There was a really interesting talk about inclusivity and making places accessible. And one of the key facts was that people that need an accessible place to visit, if they don't know something is accessible because you haven't communicated it properly, they will assume you are not accessible. And so having the changing places toilet and the sensory room is amazing. But you also have to communicate that to people in order for them to come and feel like it is a place for them. And that's. You're right, it's not about the charitable end of the organisation. It can be just a commercial thing. When you tell that story simply and easily for people, all of a sudden you are not going to market. Shaaron Leverment: We're sort of encouraging people. We've got an accessibility conference coming up in May which will be hosted by Winchester. And hopefully between now and then we can really support people with some of these amazing visual stories. Because I think you're absolutely right that you do need to know if it's accessible. You need to know what facilities you need to have those opportunities to know that there's a quiet space and what to expect. And then someone, honestly, if they know what's there and what's not there, then that's enough. Paul Marden: I've talked about this example before podcast, but Skipton Town Hall is an amazing example. They've got a museum whose name escapes me, but they won last year's Kids in Museum's Family Friendly award. But they have an amazing page that talks about their accessibilities with photos and videos where you can see the entrance, every entrance to the building and where that entrance will lead you to. It shows you the changing places toilet. You know, they are making it super easy for you to be able to understand that. And it's on your page, but it's a page that's hugely valuable on their website. Victoria Denoon: I think just beyond what you can do on your own. Site for that. There are organisations you can work with that tell people the story about what attractions in their area are accessible. So making sure you know who those groups are and working with them to get your story out and how you can support that's really important. Paul Marden: I've got Tudor in front of me from Eureka and I know that's something that Eureka has done a lot of is communicating the accessibility of what they deeds the outside world. I'm going to take your Scottish index of multiple deprivation and take that back to the uk. I'm going to talk a little bit about Cambridge Science Centre because they've passed two weeks ago, they've just opened their new building and one of the things that they talked about on the podcast with me was that part of the motivation for locating it on Cambridge Science park was because it is cheap by jail with one of the areas of multiple deprivation within the city. Paul Marden: They run youth groups in that area and what they found was that even though these kids are in a youth group associated with the Science centre and they are right next door to the Science park, those kids don't feel that a career in Science in the UK's hotspot for tech is a place where they could end up. Paul Marden: They just don't feel like it is of them. So how do we help those kids and families in those areas feel like science centres are for them and a career in the future and in science and tech is an opportunity for them? Bryan Snelling: I think when were redesigning the Aberdeen Science Centre, as I said, the only thing that's still there because It's a Category 2 listed building is the outer walls. But what we looked at that time was we said, well, how can we make it relevant to the northeast of Scotland? So we have three zones in the Science Centre which relates to either the up and coming or very much mature economies up there. We have an energy zone, of course we do, but space, you know, Shetland is on our patch, big patch, so is Sutherland and those of you who know Scotland, very big patch. That sort of space is a big part of what's happening up in northeast Scotland, but also life sciences. So we made it relevant so that people on an everyday sort of and kids can sort of relate to things. Bryan Snelling: I think we're the only city and people will help me out here and bring me down to size if that's the case. We have hydrogen buses in Aberdeen. I think we're one of the only, let's go like that. One of the only cities that currently do that and they see these things travelling through the city centre every day. But you know, they want to know more about that. So it's about making it relevant, making it day to day obvious that this, you can work in this because actually it's there or it's that or it's yes. The other thing is about showing the other careers that you can link it, you can focusing on space, but there's more than just that. You somebody said, yes, you also need to have a chef in the Antarctica. Bryan Snelling: So show them the other careers actually link in with this sort of and just make it relevant. Chris Dunford: Yeah, and I think obviously if you've got sections of society where there's young people who feel that science isn't for them, I think the first thing to recognise obviously is that they are in their lives. They're obviously getting messages that are telling them that's the case in the way in which children from other backgrounds are getting messages telling them what science is for them. And you can see that through the lens of the science capital. You can't control all of those, but you can control how you interact with them. Now, obviously what Cambridge did is they were able to physically relocate. Most of us aren't in that position in terms of the whole building, although that reached us the ability to do that on a complete short term basis. Chris Dunford: But I think again it's recognising that inclusion work is so much more than just kind of saying, “Hey, we are free. Why don't you come along today and you can visit for free or whatever.” It's the diversity of your staff and that's across the organisation. Because if they visit and they see someone that looks like them and that tells them that it is for them in a way in which it's going to be very difficult to do with the people actually working there don't look like people they would recognise as being in that kind of group in that way. It's about the activities themselves. So again, the ideas of kind of co development. So if you develop activities, rather than guess what you think they would like, just find out what they would like and involve them in those activities. Chris Dunford: So inclusion is difficult and it takes a lot of time because you can't just kind of put a sign on the door and say work for you now. You need to change the organisation. So it is enabling them to visit and then to keep that relationship going. That's the other thing that's very difficult. But I think if you did one funded visit and they came once and that was it, that might not be Enough to make them go, “Oh, so I can't be a scientist.” You get some kind of relationship with them going on over time. So yeah, it's a long, drawn out process, which means you need to look very hard at yourself and be prepared and brave to make changes in your own organisation. Because unintentionally you are probably putting some of the barriers there yourselves. Shaaron Leverment: I just want to echo that it really is about building those relationships. We ran a program called Explorer Universe across eight centres. And you know, we were all about extra partnerships and being brave and making new engagement to people who would never have thought to come through your doors. And you know, it ended up being like a year long of partnership building and then those relationships and almost all the programs were outreach. Some of them ended up, you know, as a celebratory event coming through the science centre. But it was very much going to where the kids were going to their space, you know, physically and emotionally and mentally, whatever, and working in partnership. So if you don't have the staff that reflect that community, then you can work in partnership and create those moments. Shaaron Leverment: And then when they do come to the centre, be there at the front door to welcome them. You know, I know you and it's very much, you know, like an experience floor In North Wales. Were working in a playground, you know, and talking all about them jumping off the playground with like parachutes, talking about friction and stuff like that. And one of the best quotes from that was like, I didn't realise this was science. You're like turning what they are doing and saying that you are a techie, techie person, you are a sciencey person, you are an engineer. That's what it is. Shaaron Leverment: You know, it's not saying this is what science is, you know, it's changing the capital that they have already into science capital to know that they are already inherent, as Osley said, inherent sort of scientists anyway. Paul Marden: Yes. Shaaron Leverment: So, yeah.Victoria Denoon: I think science centres are in a really wonderful space here to be able to do that because, you know, we do build relationships with community groups and schools all the time. And research has shown that these young people, why they see themselves in relation to their peers, that will attract them more than anything else into potential careers in science. So having a space where people can come and, you know, we don't tell them, don't touch that, don't do that. Victoria Denoon: You know, they can really fully get hands on and engage in things and having that opportunity. We just opened two years ago, our Learning Innovation for Everyone Space. We offer free school programs there, particularly in partnership with Microsoft and do coding workshops and things like that and lots of other activities and you can also do OCN accredited programs with us there. So it's really about getting them together as a group of their peers and showing them what's possible in that space. Paul Marden: That's amazing. So I'm a dev by background. Telling the story of Computer Science is not something that you see in every science centre that you go to. The whole kind of the history of computing, it exists in places, there are pockets of it. But it's not something that I want to coding club as well. But how many of my kids could go to a local science centre and feel that what they're doing when they're coding the robot and building some Lego is related to something that they see when they're at the science centre and that there's a mental leap to go from this fun thing that we're doing with this robot to the career that is amazing that I could have in the future. It's really hard. Paul Marden: Talking of kids, I'm a trustee at Kids in Museum and we talk a lot about getting the voice of young people who visit attractions and young people, they're worthy, they're in their career and incorporating that into the decision making, strategic direction of museums and science centres. I think it's definitely really important when we talk about climate emergency to get that younger voice in so that trustees don't all look like me. Let's talk a little bit about the youth platform and how you incorporate the youth voice into what you guys do. Who wants to take that one first? I can spot who cracks first. Bryan Snelling: Okay. I'm not very good at this, am I? You are very good. No, but I'm actually quite proud of what we do at Aberdeen. We about a year and a bit ago introduced a STEM youth ball and we're very pleased with that. We actually work with a local festival so it's ourselves and Aberdeen Tech Fest that jointly I say support, but actually they support us. The youth board, it's made up of secondary school kids, young people and last year was a pilot year and it went very well. We're now looking at developing it further. But what they do is they look at what they want to do, they work out what they want to do within a board situation. Bryan Snelling: They've got all the usual bits, chair and the secretary, but they work out that they want to deliver this program and then they'll go away, work together on the delivery of that program. They'll also work out the marketing side of things. They'll also do all of that. But I also, and my counterpart with TechFest also bring our ideas and say what do you think about this? And they give us a very. Paul Marden: Take some of them and rubbish a few I guess.Bryan Snelling: That's what it's for. Paul Marden: Exactly. Bryan Snelling: I mean, let's get out of the way in a safe space before we then go ahead and spend money on this thing. Paul Marden: The most brutal focus could possibly bring together. Bryan Snelling: But we're very pleased with that. The other thing that we're currently looking at doing is working with local university, Robert Goldman University, especially the architecture school, to redevelop our outer area, the garden. It was the only area that wasn't developed when we did inside. And we undertook a number of brainstorming sessions with the youngsters and I mean your 5 to 12 year olds to get their input. And we did that a number of ways, remember drawing or talking or writing, whatever. And that was really interesting. We'd obviously, as the adults had done a similar thing but what they brought was a completely different point of view and it's wonderful. Paul Marden: Excellent. Victoria, you can't not look at teacher. It's only going to encourage me to. Victoria Denoon: No, I think you know, to what Bryan was saying there. We haven't started yet but we're looking at this idea of creating a Y suite, you know, which is our youth suite, which would be young people that will come in and kind of meet once a quarter to help us with some of those decisions. Bryan was talking about Inspiring Science Fund. We also did a huge renovation at W5 as a result of that and that involved a lot of consultation with young people, with teachers, et cetera. And we do a lot of youth led programs but we're looking at really how do we engage that in this more strategic direction going forward. Paul Marden: I think it's hugely valuable, isn't it? When you take it from a consultation point to something that is actually helping to drive the strategy of the organisation. It's transformational. Sharoon, do you have any thoughts about that? Shaaron Leverment: Yeah, I mean I sort of see it from a bird's eye view really, you know. But you know we have our Youth Voice Award because last year our volunteers award was won by. Part of our volunteers award was won by Winchester young group of environmental activists that were really doing great things down at Winchester Science Centre and influencing one seekers charity. And anyone who was at dinner last night, you might have seen the video from Zed King who has done so much work supporting Centre for Life and making massive changes there and not just there, like actually across the network. We are. So we've got this Youth Voice award as one of the only awards that we give because it is so important. We are all about. Not all about, but we are a lot about young people. Shaaron Leverment: So they need to have voice but it's very difficult to be sure how to do that and to make sure that we're not putting too much pressure. I mean here at this conference you can. There we've got some young people coming in showing their bio robots. We've got. Obviously we had the Esports award last night and our next keynote we've got two younger panel members to do a discussion about eco anxiety and how that feels for them to influence the way in which we think about our climate engagement from the voices of people who are experiencing it and experiencing this massive grief and anxiety about their own futures. So yeah, there's a lot of work going on obviously over in Armagh as well, you know, especially with autistic families and you know, I think it's. Shaaron Leverment: Yeah, it's a growing area and we're putting a lot of effort into encouraging like hearing these stories and different things and you know, I know we the curated. Well, with your authority sharing, I might just throw that over to you. I mean I think that's a great piece of work. Chris Dunford: Yeah. On the climate side especially. One thing we've done in the past is work with Bristol City Council, Youth Council, I think I might say most councils will have something like this because they then feed into the UK lean Parliament. I think that's really useful for two reasons. Firstly, because it gives them a space when you talk about climate issues. But secondly, it's helping them to understand the process of democracy, which young people's possibly more important now than ever. I think that's really key because I think what often happens, especially at events like cop, is that inside the room you've got the politicians and decision makers who are struggling with this really difficult challenge of how do we decarbonise and knowing there isn't an easy thing to fix it. Chris Dunford: It's going to be a lot of trailblazers, compromise, a lot of hard work outside where you've got the young people kind of screaming desperately do something, finally find the solution and then have these two different worlds. So I think if you could bring those together to bring the youth Voice into those conversations. What are the trade offs? What are the decisions? Because the consequence of decisions they inherit not us. But also it's useful for young people because it helps them understand that there isn't an easy solution and yes, there's going on strike and it's making the message clear, but there's getting into discussion of what are the trade offs, what are the compromises, and that's how a democracy works. I think that's really useful. Chris Dunford: But the other thing I'd say is if you're going to engage with young people on this and also be prepared for the fact that they're clear, they know what they want and they want the allies to take action. So if you say to them, great, there's time to change that, you're creating a youth board so you can learn about climate change, they'll say, yes, but what are you doing to reduce your carbon emissions? So we're doing this group and we're going to get your views on that. Thank you, that's fine. What are you doing to reduce your carbon emissions? So if you're going to enter into this space, they know what they want from us. They want to take action to create deep, radical and rapid decarbonisation. Chris Dunford: So be prepared for that question because they will ask it and it's the right to ask it. We need to do stuff as well as having board. At the same time, you've got to be taking the action to show that you're copying the agency, what they want. Shaaron Leverment: Have you seen the recent DCMS call as well? I mean, it's obviously strategically important at government as well. So all funders and DCMS in particular are making an election in this. So, yeah, leading the way. Paul Marden: A beautiful segue to my next question, which is what, Chris, this one's for you really is what are ASDC members doing ahead of national targets to reach net zero? Chris Dunford: Yeah. So it's probably worth just causing phone. So, in terms of the national target, for anyone who isn't aware, net zero for the UK is 2050. And net zero essentially means that your carbon emissions are down to zero or they're not zero, then you're offsetting what emissions you are creating. So the balance of the atmosphere is 2 0. And it's really hard. And the reason it's really hard, whether you're a government or an organisation, is you're following the greenhouse gas protocol, which means it's across all three scopes, which essentially means it's the stuff you expect. Chris Dunford: So it's the energy from the grid, it's your fuel and vehicles, it's burning gas in your home or places where, but it's also emissions from all the stuff that you buy and the investments from your bank and your pensions and it's the emissions from your business who travel to visit you. It's huge. It's very complex. So it's difficult. That's essentially what it means, the claim in terms of what sciences are doing. So it's a mixed back. There's plenty of science centers who still don't have a specific claim decarbonisation target, whether that be net zero or 2050 or sooner. So that's one issue I think we need to. Those who have done that piece of work have to work those who haven't to support them, enable them and encourage them to create a space where they can do. Chris Dunford: Because your Internet provider probably has a Net Zero pledge on their website, your supermarket certainly does. Your local council will, your university. So with science centres, it might seem strange that we're actually behind those players rather than leaving it. And of those that do have targets, there's probably about seven science centres in the network. This is student, big museum. So in terms of. In terms of the main science centres and then Tampa Gardens and museums, if you include them, there's probably about 11 organisations who have a kind of a decarbonisation net zero net neutral aimed before 2015. They're mostly around 2030. And again, that's really hard. And those organisations are now figuring out what that means and just how difficult that is. Chris Dunford: There is also even project who have boldly gone for a net positive to say they'll actually be removing more carbon than releasing by 2030. But it's really hard. And the reason it's hard for science centres is we're not Marks and Spencers. We can't just hire a stable team overnight and throw money at this problem. So we're renting some organisations who are tight on time and money who now to take on this huge challenge. That doesn't excuse us from the challenge. So there's no easy solution on the fact that we have to put resource into this. And I think that's why there aren't more Net Zero aims on websites for the centres at the moment. But I think we can get there. We need to recognise it's hard. Chris Dunford: And finally, if you are doing lots of engagement, as I said with schools, then again you need to be backing this up with some kind of Net zero. So it's a mixed bag of the network. There's probably about 10 or so that have specific net zero aims and they're mostly around 2030, 2040. But my prediction is in the coming years, those organisations are going to make some really hard choices and actually say how they're going to do that, because we know from experience it's really difficult. But that doesn't mean you shouldn't be doing it. It means you have to push even harder than you were before. Paul Marden: Thank you. Bryan Snelling: Can I add something? Paul Marden: Of course. Bryan Snelling: I think decarbonisation is an important message, full stop, especially in Aberdeen, for obvious reasons. I hope we feel that we have an important duty almost to the visitors to the northeast of Scotland and beyond. Because I think how can we talk the talk about decarbonisation if we don't walk the walk? So there's an internal thing, which notwithstanding how difficult it is, we're just starting down that route. We've had an energy audit done of ourselves. We're now in the process of working out what that roadmap is, or maybe it should be a cycle path road towards net zero, but we need to work that out. But on the other side, we're also tasked with telling people, this is what you should be doing. This is the energy transition. Bryan Snelling: This is how you renewable energy in the future. So how can you do both? How can you do one without the other one? I mean, and I think we just need to be aware of that. And I think as the future goes back to the very first question about what's happening in the future, that's all big part of what we need to be looking at.Paul Marden: Conference is all about shaping future science together. What's your take home message from the different talks that you've been to, or possibly because we've not finished the conference yet that you're looking forward to. What's the standout moment? I know. So I would say for me, the standout moment was last night's awards. I mean, if you weren't overtaken by Zed's video, if you weren't moved by Hamish talking about. And for me, what they both demonstrated is that volunteering and engagement is a conversation. It's a two way street, isn't it? Because they weren't just there as a resource doing things, they were getting something from the relationship and giving back to the sense, etc. At the same time. For me, that bit was the most powerful. Shaaron Leverment: Yeah. And I think actually, you know, there's a lot of emotion there, you know, and it's incredible to someone stand up and say science and you saved my life. Paul Marden: Yes. Shaaron Leverment: You know, I think it was just incredible and very brave. And I think that kind of bringing that emotion into science, it's really important and remembering the people, even people. I think there's been quite a few messages about, you know, the safe spaces that we provide and that interaction with people and that genuine understanding. I think I'm really excited about. We're no longer sort of let science speak for itself and we're not going. Shaaron Leverment: You know, I think people are socially connecting and using emotion a lot more because first we feel right, first we feel and that is what our inclusive outcomes are all about. That it's what makes a difference for someone who is disengaged and doesn't feel that science and technology could be for them to feeling that maybe there's a place they need to feel they belong. So I'm really excited about that aspect of it. I also agree with everything that the elders are about. Bryan Snelling: Really. Shaaron Leverment: Yeah. Chris Dunford: I think several things yesterday for me resonated with the thing which Stephen Breslin said at the very start, which is that we come to these conferences anxious and slightly overwhelmed by the challenges we're facing and leaves feeling energized and positive with at least some of the solutions. And I think that's. That's a similar pattern that I experienced with these conferences. And I think through that lens I've been listening to all the challenges yesterday. And it's just our job is hard and potentially getting harder and as it gets harder, it's more important to society than ever. And I think that's the main thing I'm taking away. Chris Dunford: And I don't just mean things like the inclusion work and the decarbonisation work which we've spoken about during this session, but even things like one of the sessions that really stuck me yesterday was where the Science museum were talking in the lightning talks about their new AI exhibition and the fact that when all the many centers open they could have exhibits that explained Google of motion by pendulums and spinning things. A physical thing. And now we're having to have conversations about AI where there is no physical thing you can hold in your hands. Chris Dunford: There's a historical artefact, it's a circuit board doesn't tell you anything about what circuit board really does in terms of how it impacts society and how are we going to do science communication, science engagement around these challenging issues like AI which are then mounted up with all these kind of social problems with them, which again, the laws of motion that we come with. So, so I suppose I'm going away with that is the fact that our creativity is going to be tested more than before and our ingenuity and our ability to collaborate beyond our initial partners. So, yeah, for me, weirdly, it's about the science communication side and things like AI are going to make that really challenging. And how are we going to do that? Any of the answers other than the fact that we know we're not doing it alone, we're doing it as a network. And that's obviously big talk. Victoria Denoon: Yeah, I think it's the same thing. That remark by Stephen really is something that stuck with me because I did come here as well, thinking about the challenges we're facing, not just as a Science and Discovery centre, but also politically at the moment and just how pessimistic you can be about things. And really being in this conference with all of these amazing people makes you feel more optimistic about things and I think that's just really powerful and it carries you through. So for me, that's. And I think some of the conversations that have been happening here, I feel like since last year we've made a huge jump in terms of where the impact of our network is going with other people. And, you know, Tom's talk this morning really brought that home a little bit as well. So I'm feeling very optimistic. Paul Marden: Thank you. We always end our interviews with a book recommendation, which can be personal or professional. So, Victoria, do you want to share yours with everyone? Victoria Denoon: Well, I think when were talking about this, it was like, what's your favourite book? And for me, my favourite book is actually Pride and Prejudice. It's a book I would read over and could read over and over again. Jane Austen's musings. Paul Marden: Excellent. Bryan. Bryan Snelling: You know, this is the most difficult question that you're going to be putting to us. I've read, you know, fiction most of my life. I mean, you can't. I've always got a book, always looking at a book. So I don't actually have favourites. Why is it favourites? What I can say is my most recent book that I've read was the Thursday we're at the Club by Rich Lawson, which is quite nice. The most profound one was actually 1984. I read that when I was about 18 and I thought, wow. And that was really quite interesting. Followed swiftly by Animal Farm, of course. Paul Marden: So that's three recommendations bankrupt me over. Chris. Chris Dunford: So I've gone for War of the Worlds by H.G. Wells. I'm a big fan of, like, old sci fi books. It's different to modern sci fi. Sci fi books like Jules Byrne and H.G. Wells will just ramble on pages about scientific theories at the time. Things they read in nature. So it's genuinely kind of science fiction. But War of the Royals because it's just. It scares me every time I read it. Like it still scares me. Absolutely. And I quite enjoy that. And I don't know why. And there's something about the complete, you know, civilisation. Actually some shouldn't put on this thread too hard, but there's something fascinating about that. Kind of, as he describes it, the liquefaction of society is everything kind of falls apart and every time I pick it up, I'm terrified and I pick it up again, I'm still terrible. Paul Marden: Shaaron, lastly, yours. Shaaron Leverment: I had forgotten this is a question. Paul Marden: Chris had three books, so you can choose. Shaaron Leverment: I'll go for in my. In my head I go for I just off the cup. The Martian is great. When it's got a little bit tiresome with the whole potatoes, improve it. But it is a brilliant. Yeah, it's great. Paul Marden: We are done. If you enjoyed today's episode, please like and subscribe on Apple Podcasts or Spotify. Thank you to my guests Victoria, Bryan, Chris and Shaaron, and my amazing ASDC Live studio audience. Paul Marden: Thanks for listening to Skip the Queue. If you've enjoyed this podcast, please leave us a five star review. It really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned. Skip The Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. You can find show notes and transcriptions from this episode and more over on our website, SkiptheQueue.fm. The 2024 Visitor Attraction Website Survey is now LIVE! Dive into groundbreaking benchmarks for the industryGain a better understanding of how to achieve the highest conversion ratesExplore the "why" behind visitor attraction site performanceLearn the impact of website optimisation and visitor engagement on conversion ratesUncover key steps to enhance user experience for greater conversionsDownload the 2024 Rubber Cheese Visitor Attraction Website Survey Report

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Customer Service | I Can Explain Podcast EP.248 By Sean Lusk and Breanne WilliamsonSupport this podcast at — https://redcircle.com/i-can-explain/donationsAdvertising Inquiries: https://redcircle.com/brandsPrivacy & Opt-Out: https://redcircle.com/privacy

At Starkey, our mission is to serve our customers better than anyone else. Our team answers 2,000 calls a day within five seconds. Those calls are answered by a live voice, and our operators know most of our customers by name. In this episode, Starkey's Chief Customer Officer Chris Van Guilder explains why these statistics are so important for the success of our business, and why it's important for hearing care providers to make customer service a priority for their patients. Link to full transcript

Join John Wilson in this special episode of Owned and Operated, with guest Chris Bache, CEO of Hatch, sharing insights on how Hatch software has transformed AI in customer service and the power of the SMS campaign. He explains how AI can streamline customer follow-ups and improve response rates by automating initial contacts. Chris also discusses the evolution of Hatch, starting as a small company to becoming a major player in the industry, helping over 2000 businesses optimize their sales processes. A SPECIAL THANKS TO HATCHTurn communication into conversion with Hatch and its AI Agents, ready to handle follow-ups, reminders, email blasts, and more for your home service business. Save employee hours and book more leads with the power of Hatch.Learn More About Hatch Here00:00 Introduction01:14 Guest Introduction: Chris Bache from Hatch01:44 The Evolution of Hatch04:16 Defining Rehash and Best Practices05:11 Implementing a Rehash Program07:36 Success Stories and Real-World Applications13:15 Optimizing Messaging and Compliance17:53 AI in Customer Interaction19:59 Future of AI and Business Logic20:24 Leveraging AI for Business Growth24:09 Final Thoughts and Contact InformationEpisode Hosts:

I'm CT…  When I'm not busy being Arroe the podcaster, I live in the real world.  Everybody has to have a job.  Mine is C.S.  Customer Service.  Solutions, relationships while keeping my team motivated to keep a constant connection with each guests who's chosen to stop their day to visit our location.  Episode 155 Football Season Is Back, A Rise In Covid And Oreo Cookie Coca Cola This is C.T.C.S.   Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

Are you struggling to prove the business value of your customer experience initiatives? What if you could demonstrate how service interactions directly impact revenue and loyalty? In this episode, Stacy Sherman and Neal Topf explain the mathematics of customer experience and reveal why 74% of customers switch to competitors after one challenging service interaction. Learn practical strategies for calculating customer lifetime value, optimizing service delivery costs, and creating the right balance between AI automation and human touch. Discover the innovative "Ease of Escalation" framework and proven approaches to increase customer retention while maximizing ROI. Learn more at

This episode has 3 segments from past episodes.  First is how to provide exceptional customer service.  It's followed by the ingredient Ophytrium that is used in Duoxo shampoo.  Lastly, we talk about what it means to be hypoallergenic. 

Title by Anonymous Tom and Damien are two retired child star peas in an (air)pod. Their first day working at Apple goes awry when Margaret walks in. Will the lost left go right again? Song List: "The C in Customer Service", "Apple of My Eye", "Charge Your Laptop", "2 be a child star", "Episode 12, Season 3 (Shoot Me)", "You Can Count on Apple" Cast: Morgan Phillips, Tilly Legge, Cameron Taylor and Daniel Kim on keys Teched by Imogen Whittaker Edited by Morgan Phillips