Podcasts about Customer service

Conor Cunneen Is IrishmanSpeaks. This man is happily exiled in Chicago where he says the Guinness is good, the people are friendly and has has been force fed more corned beef and green beer than I ever had in Ireland.#irishmanspeaks #ireland #irish================All Episodes can be found at ⁠https://www.podpage.com/speaking-podcast/ All about Roy / Brain Gym & Virtual Assistants at ⁠https://roycoughlan.com/⁠ ------------------    About my Guest Conor Cunneen:Conor Cunneen Is IrishmanSpeaks. This man is happily exiled in Chicago where he says the Guinness is good, the people are friendly and has has been force fed more corned beef and green beer than he ever had in Ireland! Conor is a former Marketing Vice-President who now earns a crust as a keynote speaker, business humorist and consultant who leaves audiences with: a smile on the face, a spring in the step and memorable, actionable take-aways to Improve People, Performance & Productivity – with a Smile! Conor is a Chicago Humorous Speaker of the year - for a speech (would you believe?) on Customer Service in San Quentin Prison.He is also a recipient of the Presidents Gold Medal for Volunteer Service for the work he does with the unemployed.What we Discussed:  00:30 Who is Conor Cunneen01:00 Is Marketing about Irish man Speaks03:20 Differentiate Yourself04:45 What is the Sense of Humor with those in Chicago07:00 Helping People in a Job Search08:40 How to stop the Nerve during an Interview10:50 Adding Humor to your Presentations13:00 Stop thinking you are not funny16:50 Chicago Humorous Speaker of the Year18:40 Presidents Gold Medal21:45 Learning to Speak online24:50 Allow time for laughter during your speech27:00 The AcronYm L.A.U.G.H. 35:50 His filing System for his speech notes40:00 His Books How to Contact Conor Cunneenhttps://irishmanspeaks.com/https://www.youtube.com/@IrishmanSpeakshttps://www.linkedin.com/in/irishmanspeaks/https://www.tiktok.com/@irishmanspeakshttps://www.facebook.com/IrishmanSpeaksConorCunneenhttps://x.com/IrishmanSpeakshttps://www.pinterest.com/irishmanspeaks/https://www.instagram.com/irishmanspeaks/ ------------------All about Roy / Brain Gym & Virtual Assistants at ⁠https://roycoughlan.com/⁠ ___________________

Over the years, the car rental industry has consolidated significantly. Recently, I fell prey to the perils of consolidation.   When I went to pick up a reserved rental car, I discovered Avis, Budget, and Payless, who are all owned by the same company, were combined in one building. Although the brands were still distinct, there ... The post Customer Service Nightmare appeared first on Unconventional Business Network.

'Danger Pig' CW4 Dan McClinton is a retired U.S. Army AH-64D Apache Helicopter Pilot with 24 years of service. A decorated aviator with three combat tours in Iraq during Operation Iraqi Freedom, Dan started his career flying UH-1H helicopters in El Salvador before pivoting to the Apache airframe as a Pilot and Battalion Tactical Operations Officer with the 1st Cavalry Division. During his tenure, Dan's unit responded to over 800 troops in combat, clocking over 300 live-fire engagements and saving countless lives. Since retiring from active duty, Dan has authored the book 'Crazyhorse: Flying Apache Attack Helicopters with the 1st Cavalry Division in Iraq, 2006-2007' and '37 Months: Images from Three Combat Tours in Iraq', along with producing a documentary called 'The Longest Month', which covers the deployment of 1-227 AVN, 1st Air Cavalry Brigade, 1st Cavalry Division in 2006-07. Subscribe to the Mike Drop Patreon Page to see Ad-Free Episodes Early + Bonus Content at https://www.patreon.com/mikedrop ---------- Support Dan McClinton - Website - https://dngrpig.com/ Documentary: The Longest Month - https://dngrpig.com/shop/ols/products/the-longest-month-blu-ray Book: Crazy Horse: Flying Apache Attack Helicopters with the 1st Cavalry Division (Autographed Copy) - https://dngrpig.com/shop/ols/products/crazyhorse-flying-apache-attack-helicopters-with-the-1st-cavalry-division-autographed-copy LinkedIn - https://www.linkedin.com/in/dan-mcclinton-3b83b721/ Twitter/X - https://x.com/DanMcClinton1 ---------- Sponsors: Beam Visit https://shopbeam.com/MIKEDROP and use code MIKEDROP to get our exclusive discount of up to 40% off! ---------- C. Crane When the internet goes dark, radio still works! Order Your C. Crane CC Radio 3 today when you call C. Crane's U.S. based Customer Service at 800-522-8863 or visit https://ccrane.com/drop and use code DROP at checkout for 10% off orders over $75! ---------- TEAM DOG FOOD, TREATS & SUPPLEMENTS Be Your Dog's Hero: Veteran-owned by a former Navy SEAL and Special Operations K9 Trainer, Team Dog provides a complete diet of science-backed premium dog food, treats, and supplements to optimize your dog's health, forged from rigorous standards and real-world expertise. https://www.teamdog.shop TEAM DOG ONLINE TRAINING Mike Ritland – a former Navy SEAL & Special Operations K9 trainer – shares his simple and effective dog training program to build trust and control with your dog. Based on Mike's bestselling book “Team Dog, Train the Navy SEAL Way”, join tens of thousands of families that successfully trained their way to a better dog. https://www.teamdog.pet SHOP ALL THE MIKE RITLAND BRANDS Get all your Mike Ritland branded gear - Mike Drop | Trikos | Team Dog https://shop.mikeritland.com/ Learn more about your ad choices. Visit podcastchoices.com/adchoices

I, Stewart Alsop, welcomed Alex Levin, CEO and co-founder of Regal, to this episode of the Crazy Wisdom Podcast to discuss the fascinating world of AI phone agents. Alex shared some incredible insights into how AI is already transforming customer interactions and what the future holds for company agents, machine-to-machine communication, and even the nature of knowledge itself.Check out this GPT we trained on the conversation!Timestamps00:29 Alex Levin shares that people are often more honest with AI agents than human agents, especially regarding payments.02:41 The surprising persistence of voice as a preferred channel for customer interaction, and how AI is set to revolutionize it.05:15 Discussion of the three types of AI agents: personal, work, and company agents, and how conversational AI will become the main interface with brands.07:12 Exploring the shift to machine-to-machine interactions and how AI changes what knowledge humans need versus what machines need.10:56 The looming challenge of centralization versus decentralization in AI, and how Americans often prioritize experience over privacy.14:11 Alex explains how tokenized data can offer personalized experiences without compromising specific individual privacy.25:44 Voice is predicted to become the primary way we interact with brands and technology due to its naturalness and efficiency.33:21 Why AI agents are easier to implement in contact centers due to different entropy compared to typical software.38:13 How Regal ensures AI agents stay on script and avoid "hallucinations" by proper training and guardrails.46:11 The technical challenges in replicating human conversational latency and nuances in AI voice interactions.Key InsightsAI Elicits HonestyPeople tend to be more forthright with AI agents, particularly in financially sensitive situations like discussing overdue payments. Alex speculates this is because individuals may feel less judged by an AI, leading to more truthful disclosures compared to interactions with human agents.Voice is King, AI is its HeirDespite predictions of its decline, voice remains a dominant channel for customer interactions. Alex believes that within three to five years, AI will handle as much as 90% of these voice interactions, transforming customer service with its efficiency and availability.The Rise of Company AgentsThe primary interface with most brands is expected to shift from websites and apps to conversational AI agents. This is because voice is a more natural, faster, and emotive way for humans to interact, a behavior already seen in younger generations.Machine-to-Machine FutureWe're moving towards a world where AI agents representing companies will interact directly with AI agents representing consumers. This "machine-to-machine" (M2M) paradigm will redefine commerce and the nature of how businesses and customers engage.Ontology of KnowledgeAs AI systems process vast amounts of information, creating a clear "ontology of knowledge" becomes crucial. This means structuring and categorizing information so AI can understand the context and user's underlying intent, rather than just processing raw data.Tokenized Data for PrivacyA potential solution to privacy concerns is "tokenized data." Instead of providing AI with specific personal details, users could share generalized tokens (e.g., "high-intent buyer in 30s") that allow for personalized experiences without revealing sensitive, identifiable information.AI Highlights Human InconsistenciesImplementing AI often brings to light existing inconsistencies or unacknowledged issues within a company. For instance, AI might reveal discrepancies between official scripts and how top-performing human agents actually communicate, forcing companies to address these differences.Influence as a Key Human SkillIn a future increasingly shaped by AI, Sam Altman (via Alex) suggests that the ability to "influence" others will be a paramount human skill. This uniquely human trait will be vital, whether for interacting with other people or for guiding and shaping AI systems.Contact Information*   Regal AI: regal.ai*   Email: hello@regal.ai*   LinkedIn: www.linkedin.com/in/alexlevin1/

The wildest, most hilarious prank call podcast from The Jubal Show! Join Jubal Fresh as he masterminds the funniest and most outrageous phone pranks, catching unsuspecting victims off guard with his quick wit, absurd scenarios, and unmatched comedic timing. Whether he's posing as an over-the-top customer service rep, a clueless boss, or an eccentric neighbor, no call is safe from his unpredictable humor. Get ready to laugh out loud and cringe in the best way possible! New episodes drop every weekday—tune in and let the prank wars begin!➡︎ Submit your Jubal Phone Prank - https://thejubalshow.com This is just a tiny piece of The Jubal Show. You can find every podcast we have, including the full show every weekday right here…➡︎ https://thejubalshow.com/podcasts The Jubal Show is everywhere, and also these places: Website ➡︎ https://thejubalshow.com Instagram ➡︎ https://instagram.com/thejubalshow X/Twitter ➡︎ https://twitter.com/thejubalshow Tiktok ➡︎ https://www.tiktok.com/@the.jubal.show Facebook ➡︎ https://facebook.com/thejubalshow YouTube ➡︎ https://www.youtube.com/@JubalFresh Support the show: https://the-jubal-show.beehiiv.com/subscribeSee omnystudio.com/listener for privacy information.

Subscribe to the ECB newsletter: https://newsletter.ecommercecoffeebreak.com/ ---In this episode, we dive into a genius solution for handling open box returns. Brad Sorock, e-commerce veteran and creator of the Shopify app "Returns for Sale," shares how his app helps merchants easily sell returned items at discounted prices. Learn how his unique tool transforms a common e-commerce headache into a revenue opportunity while supporting sustainability by keeping returned products out of landfills.Topics discussed in this episode: Why efficient open box returns matter.How drip pricing optimizes product sales.Why different industries struggle with returns.How seamless Shopify integration simplifies processes.Why customer service is a top priority.How location independence shapes business strategy.Why eco-consciousness drives app development.What challenges exist in marketing the app.Links & Resources Website: https://returnsforsale.com/Shopify App Store: https://apps.shopify.com/returnsforsaleLinkedIn: https://www.linkedin.com/in/brad-sorock-7054a02/Get access to more free resources by visiting the show notes athttps://tinyurl.com/27n38ef9SUPPORT OUR SPONSOR This episode is sponsored by Ahrefs — the all-in-one marketing intelligence platform trusted by SEO professionals, content creators, and digital marketers around the world. Whether you're doing keyword research, checking backlinks, or analyzing competitors, Ahrefs gives you the tools to make smarter marketing decisions.

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 guest who's chosen to stop their day to visit our location.  Episode 175 New Pepsi product, I effed up bad and more time with EdwardThis is C.T.C.S.    Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

How can your school website make or break parent engagement?In today's digital age, school customer service is more than answering phone calls or resolving in-person concerns. It's about providing a seamless, accessible, and user-friendly experience for parents, students, and the community—and much of that experience happens online. Schools that prioritize customer service through their websites build trust, enhance communication, and strengthen relationships with families.For more information or help with your school website, contact School Webmasters at 888.750.4556 or visit www.SchoolWebmasters.com and request a quote!

„Anhauen, umhauen und abhauen“ war die Devise von vielen Vertrieblern, aber zum Glück hat sich einiges geändert seit den 80'er und 90'er Jahre. Diese Woche spricht Mario Jung (OMT GmbH) mit Helena Schäfer (vertriebsverliebt) über das Thema After Sales Service und warum dieser so wichtig für Deinen Geschäftserfolg ist. Inzwischen weißt Du sicherlich, dass die Conversions alleine nicht zum langjährigen Erfolg führen, sondern die Beziehung mit dem Kunden Dir helfen wird, Kunden zu halten und ihnen mehr verkaufen zu können. Aber wie sieht das aus und welche Rolle hast Du als Online-Marketer im After Sales Service? Das und viele weitere Fragen werden Dir Helena und Mario beantworten in der neusten Folge vom OMT-Podcast – jetzt reinhören und umsetzen!

Is your dispatching team in alignment with your technicians? Do your front-line employees provide service that creates loyal customers—or are they just moving through calls? When the summer rush hits, your team's ability to communicate clearly and deliver a seamless experience can make or break customer loyalty. Clients don't just want fast service—they want to […] The post Customer Service & Dispatching Alignment: Part 1 first appeared on My Contractor University | Dashboard.

Lieutenant General, U.S. Army (retired), Jeffrey S. Buchanan is the former commander of the United States Army North (5th Army). General Buchanan served for more than 37 years as a transformational leader across a vast range of assignments from the platoon to theater level. His stoic perspective and unique leadership slant stems from decades of engagement in high-stake environments, to include four combat tours in Iraq and one in Afghanistan. His contributions to national security earned recognition from both the Secretary of Defense and the Secretary of the Army. Additionally, he received special commendations from the U.S. Surgeon General and the Governor of Puerto Rico for his life-saving leadership in the aftermath of Hurricane Maria. Jeff Buchanan currently serves as the Commissioner of the Arizona Game and Fish Department.   Along the way we discuss – Arizona beginnings (2:30), Army Values & Service to Others (4:00), the Silver Palm (5:30), the Infantry Branch (6:20), Ranger School (7:35), Socks and Boots (15:30), Promises You Make to Yourself (17:10), Transactional vs. Transformational Leadership (18:10), Eye of the Storm: Leadership in Crisis (21:00), Sergeant Major Paul McKenna (24:45), Deckhand in Homer, Alaska (26:00), Customer Service (29:00), and Take a Break (32:00). Move yourself toward an exceptional outcome @  Jeffrey S. Buchanan.com This podcast is teamed with LukeLeaders1248, a nonprofit that provides scholarships for the children of military Veterans. Help us reach our 3-scholarship goal for 2025. Send a donation, large or small, through our website @ www.lukeleaders1248.com, PayPal, or Venmo @LukeLeaders1248.  Lowriders intro from the creative brilliance of Kenny Kilgore.

How the creator of the bestselling Molly the Maid series went from publisher to author; Bee Quammie talks about feeling stuck in life to writing The Book of Possibilities; Reading while on The Road with Customer Services' Matt Cheverie; and what perfect happiness means to writer Curtis Sittenfeld on this episode of The Next Chapter.Books discussed on this week's show include:The Maid's Secret by Nita ProseEleanor Oliphant Is Completely Fine by Gail HoneymanWhere I Belong by Alan DoyleEmancipation Day by Wayne GradyLittle Cruelties by Liz NugentThe Road by Cormac MccarthyThe Book of Possibilities by Bee QuammieFalling Back in Love with Being Human by Kai Cheng ThomA Letter to My Daughter by Maya AngelouShow Don't Tell by Curtis Sittenfeld

Aaron Nosbisch is the founder and CEO of BRĒZ, a cannabis social tonic beverage designed as an alcohol alternative that offers a euphoric, feel-good effect without the downsides of alcohol. He built his expertise in e-commerce from an early age, launching multiple internet brands and scaling previous ventures like MONQ (portable aromatherapy diffuser, 0 to $15 million in three years as CMO), and running Lucyd Media, the world's largest cannabis social advertising agency, which run 80% of meta ads for the cannabis space.In this episode, Aaron and Blaine explore how BRĒZ identified untapped demand, iterated their product to solve a genuine founder problem, and brought it to market with precision: leveraging lean startup methodology, subscription-first landing pages, micro-batch production, effective founder-led UGC creative, and meticulous customer service. They discuss cash flow realities, funding first runs, the role of retention in beverage DTC, and how direct-to-consumer momentum powers retail expansion and shelf velocity. Aaron also shares transparent insights on ad spend, internal ops, and the principles that fuel brand growth.Interact with other DTC experts and access our monthly fireside chats with industry leaders on DTC Pod Slack.On this episode of DTC Pod, we cover:1. Pillars of a Successful DTC Brand2. Challenges of Scaling Beverages DTC3. Early Stage Funding and Resources Management4. Supply Chain Processes in Product Launches5. Team Building, Finding the Right Partners6. Pre-Launch and Launch Strategies7. Testing and Iterating Ad Campaigns8. Founder-Led Content in Advertising 9. Guerrilla Strategies for Audience and List Building10. Media Buying, Optimizing CAC, and Scaling Spend11. Building AOV, Subscription, and Retention12. Customer Feedback and Iteration Cycles13. Importance of Timing and Market ReadinessTimestamps00:00 Introducing Aaron and BRĒZ05:06 The “alcohol alternative” white space and product vision13:21 Launching a DTC beverage: initial capital and inventory20:32 Validating demand, managing resource constraints25:44 First ads and sales: founder content, guerilla tactics34:07 Early CACs, ad budgets, and optimizing for LTV38:22 E-commerce vs retail: channel mix and growth phases46:50 Key takeaways & where to follow Aaron and BRĒZShow notes powered by CastmagicPast guests & brands on DTC Pod include Gilt, PopSugar, Glossier, MadeIN, Prose, Bala, P.volve, Ritual, Bite, Oura, Levels, General Mills, Mid Day Squares, Prose, Arrae, Olipop, Ghia, Rosaluna, Form, Uncle Studios & many more.  Additional episodes you might like:• #175 Ariel Vaisbort - How OLIPOP Runs Influencer, Community, & Affiliate Growth• #184 Jake Karls, Midday Squares - Turning Your Brand Into The Influencer With Content• #205 Kasey Stewart: Suckerz- - Powering Your Launch With 300 Million Organic Views• #219 JT Barnett: The TikTok Masterclass For Brands• #223 Lauren Kleinman: The PR & Affiliate Marketing Playbook• ​​​​#243 Kian Golzari - Source & Develop Products Like The World's Best Brands-----Have any questions about the show or topics you'd like us to explore further?Shoot us a DM; we'd love to hear from you.Want the weekly TL;DR of tips delivered to your mailbox?Check out our newsletter here.Projects the DTC Pod team is working on:DTCetc - all our favorite brands on the internetOlivea - the extra virgin olive oil & hydroxytyrosol supplementCastmagic - AI Workspace for ContentFollow us for content, clips, giveaways, & updates!DTCPod InstagramDTCPod TwitterDTCPod TikTokAaron Nosbisch - Founder and CEO of BRĒZBlaine Bolus - Co-Founder of CastmagicRamon Berrios - Co-Founder of Castmagic

In this insightful analysis, sponsored by the A&M Consumer and Retail Group, Simbe, Mirakl, Ocampo Capital, Infios, and ClearDemand, retail experts reveal what Lowe's new AI assistant is really designed to accomplish, beyond the surface-level marketing about leaky faucets and fertilizer choices. Key Moments: 0:02 - Breaking news: Lowe's introduces MyLow Companion AI assistant for store associates 0:10 - Partnership details: Application developed with OpenAI across 1,700+ stores 0:14 - Core functionalities: Product details, project advice, and inventory information access 0:18 - Key benefit: Accelerating the employee onboarding process 0:27 - Scale achievement: "First retailer to successfully implement this type of technology at scale" 0:33 - Technical capabilities: Generative AI with natural conversational prompts and voice-to-text 0:42 - Example use cases: Fertilizer recommendations and home repair guidance 1:14 - Ben Millers's analysis: Why this is "a great use case for AI" in categories requiring expertise 1:38 - Customer service challenge: Associates' varying experience levels and knowledge gaps 1:50 - Consistency benefit: Creating uniform quality of information regardless of associate tenure 2:00 - Comparison to self-checkout: Options for customers who prefer different service models 2:22 - Anne Mezzenga's critique of the media reporting: Overlooking the more significant training use case 2:42 - Inside information: Conversation with a Lowe's executive reveals true onboarding purpose 2:56 - Real examples: New employees quickly learning shipment timing and warranty information 3:03 - Data collection value: Using interaction data to improve future associate training 3:12 - Customer perspective: Why shoppers wouldn't ask a teenage summer employee about complex repairs 3:40 - Chris Walton's agreement: "100% I'd look this up myself" rather than wait for an associate 4:00 - PR criticism 4:20 - Industry impact concern: Creating false expectations about AI tools for retail associates 4:43 - Higher-value application: Supporting complex high-consideration sales like flooring installations 4:54 - Advanced capability: Prompting associates to ask the right questions based on customer responses 5:01 - Integration potential: Connecting to loyalty programs to enhance personalized selling The experts conclude that while Lowe's marketing focuses on answering simple product questions, the real innovation is in employee training, knowledge management, and creating consistency across a large retail workforce. Catch the full episode here: https://youtu.be/BrQ0kfPY4LA #loweshomeimprovement #ai #retailnews #retailtech #retailstrategy #retailtrends

In Episode 21 of Let's Set Your Table, host John D. and co-host Nick D. are joined by fellow HGI team members and Chicago representatives Kerry O'Connor and Jen Katta. Together, they share behind-the-scenes stories from the Hode Group's dynamic showroom in the heart of Fulton Market. From the importance of teamwork and relationship-building to the hands-on approach of product testing, the team reflects on how they create a warm, client-focused environment that truly sets them apart. Tune in to hear success stories, industry insights, and how the Hode Group delivers a one-stop-shop experience that brings lasting value to every customer interaction.   Takeaways The Hode Group showroom is a hidden gem in Chicago. Teamwork and collaboration are essential for success. Customer service is a top priority in the hospitality industry. Building relationships with clients leads to long-term partnerships. The HGI showroom offers a one-stop shop for all restaurant needs. The Hode Group represents over 30 different product lines. Product testing is crucial for customer satisfaction. The HGI team is passionate about what they do. Positive experiences lead to repeat business.   Chapters 00:00 – Introduction & Guest Welcome 01:45 – Inside the Fulton Market Showroom 03:30 – Representing Top Manufacturers 05:15 – Personal Journeys to the Hode Group 08:00 – Leadership, Culture & Family Ties 10:30 – Customer Service & Relationship Building 13:15 – What Sets the Hode Group Apart 15:00 – The One-Stop-Shop Experience 17:00 – Real Success Stories from the Showroom 19:00 – Product Testing & Turnkey Solutions 20:30 – Final Thoughts & How to Visit Links -  Explore our innovative, industry leading lineup of manufacturers we rep at: hodegroup.com -  Visit the Hode Group Chicago Showroom: hodegroupshowroom.com -  Listen to Let's Set Your Table on Apple Podcasts  

Curious how AI is transforming the way home service businesses handle customer calls and convert leads? In this episode of Owned and Operated, John sits down with Rafi, from Avoca—an innovative voice AI platform purpose-built for the trades. Together, they dive deep into how AI is reshaping call center operations, reducing reliance on human CSRs, and boosting conversion rates across the board.From 24/7 call answering to real-time customer interaction, Avoca is helping businesses from $2M to $100M scale more efficiently while cutting costs and minimizing lost leads. Rafi shares the strategy behind successful AI implementation, stressing the importance of starting small, refining workflows, and scaling with confidence.Plus, we explore other high-impact AI tools for home service businesses, like in-field technician coaching and automated dispatching—offering a glimpse into the future of operational excellence in the trades.

Join GoTo and CXOTalk for a deep dive into the world of AI and the virtual workforce. Learn about AI receptionists, agentic AI, and how AI agents dramatically improve customer service for small and mid-sized companies.Our guest is Damon Covey, General Manager of UCC at GoTo.Learn more at: www.goto.com

Summary   In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that fail to meet expectations. The conversation shifts to the importance of maintaining a strong customer experience, even for historically successful brands like Starbucks and Southwest Airlines, which have recently struggled. They emphasize the need for businesses to understand their customers' perspectives and the value of mystery shopping to gain insights. The episode concludes with a discussion on the pursuit of greatness in business and the commitment required to achieve it.   Takeways Bankruptcy often affects companies with poor customer service. The experience gap leads to customer dissatisfaction. Customers are revolting against companies that fail to deliver value. Amazon excels in convenience and customer experience. Great customer experience is not guaranteed; companies must stay vigilant. Mystery shopping can provide valuable insights into customer experience. Understanding the customer's viewpoint is crucial for businesses. Pursuing greatness requires commitment and effort. Most people are not willing to do what it takes to be great. Greatness is a choice, not a given. Chapters 00:00Bankruptcy and Customer Service Failures 03:00The Experience Gap and Customer Revolt 06:01The Importance of Customer Experience 09:01Internal and External Customer Experience 11:57Mystery Shopping and Customer Insights 14:47Pursuit of Greatness in Business 18:14Choosing Greatness and Its Challenges Links Six Reasons Your CX Plummets When Your Business Skyrockets, and How to Fix It Customer Experience Executive Academy Employee Experience Executive Academy Interview Questions The DiJulius Group Methdology Livestream Workshops Schedule a Complimentary Call with one of our advisors   Subscribe We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.

Michael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida. Mark Hillary called Michael to discuss the importance of turning contact centers from cost centers to profit centers, emphasizing the need for revenue generation through customer interactions. Michael highlights VXI's success in winning three Stevie awards for retention, win-back, upsell, and cross-sell. Michael stresses the significance of the human touch in customer interactions, leveraging AI for training and recruitment, and the importance of blending sales and service roles. He argues that companies should focus on driving revenue per interaction and maintaining customer loyalty through personalized service. Many business journals talk about turning the contact center into a profit center, but in this conversation Michael gives his thoughts on how to really make it happen... http://vxi.com/ https://www.linkedin.com/in/michael-aronowitz/

This week on Redesigned, we're asking: are self-checkouts killing customer service? We dive deep into the rise of DIY retail and what it means for our interactions in public spaces. Have we become the unpaid staff?   Plus, we cover the HUGE news: GTA 6 has a release date (yes, it's been delayed... again!), the Fiverr CEO's stark warning about AI job displacement (including his own!), and Bill Gates' prediction of a potential 3-day workweek.   And don't miss the Soundbyte Challenge, taking you back to the nostalgic days of the 1980s.   Tune in for the news, nostalgia, and a healthy dose of tech skepticism.Enjoyed the episode? Don't forget to hit the follow/ subscribe button and leave a comment.Know anyone who likes tech and discussions about the future? Please share with a friend! Keywords:GTA 6, Grand Theft Auto, video games, gaming, release date, delay, customer service, self-checkout, retail, automation, AI, jobs, future of work, Bill Gates, nostalgia, Speak and Spell, retro tech, technology podcast

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 SkiptheQueue.fm.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  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 21st May 2025. The winner will be contacted via Bluesky. Show references: Museum Wales website: https://museum.wales/Big Pit National Coal Museum: https://museum.wales/bigpit/Catherine Pinkerton LinkedIn: https://www.linkedin.com/in/catherine-pinkerton-b1905a110/Catherine Pinkerton is the Group Retail Manager at Amgueddfa Cymru - Museum Wales.Having worked in senior management positions for some of the high street's most recognisable brands such as Harrods, Selfridges, Dior and Guerlain to name but a few, Catherine spent 20+ years in London building her management career. Catherine is now the Group Retail Manager for Amgueddfa Cymru (Museum Wales). She is responsible for the management of all aspects of retail operations and development, across the national museums of Wales. Catherine is currently leading on a transformation project to create immersive retail experiences in each of the museum shops, reflecting the visitor experience and collections of each of the varied museums.Guests Also Featured in This Episode:Anya Kirkby, Freelancer - Anya Kirkby Ltd – Product Development and Graphic Design anyakirkby@gmail.comArantxa Garcia, Freelancer - Exibeo VM Creative Studio – Shop Design and Visual Merchandising Arantxa@exhibeovm.co.ukNia Elias, Director Relationships and Funding, Amgueddfa Cymru nia.elias@museumwales.ac.ukGuy Veale, Freelancer – Freelancer - Sound artist/designer - gbveale@gmail.comAmy Samways, Shop Supervisor, Amgueddfa Cymru - amy.samways@museumwales.ac.ukKate Eden, Chair, Amgueddfa Cymru - Members of Board | Museum Wales Transcriptions: Paul Marden: Welcome to Skip the Queue. I'm your host, Paul Marden. So today you join me on the top of a mountain in Blaenavon in Wales at Big Pit, the National Mining Museum. I'm here today for a really special event. I've been invited to the opening of Big Pit's new Museum Retail experience, which is a programme of work that's being done by the Museums Wales Group to improve the sense of place and the sense of feeling for what could be a blueprint for the rest of the group. We're going to be joined by a number of different people that have taken part in the project and without further ado, let's get started on our tour of Big Pit. Catherine Pinkerton: Morning, everybody. Hello, welcome. It is my absolute pleasure to welcome you all today and I know there's been a lot of you'd have travelled far and wide, so thank you so much for your time. I really appreciate you coming to see the amazing store that we've created and I hope you love it. We're just going to cut the river now. Paul Marden: First up I've got Catherine Pinkerton, Group Head of Retail at Museum Wales. Catherine, welcome to Skip the Queue. Catherine Pinkerton: Thank you very much. Thank you so much for having me. Paul Marden: Absolute pleasure. And this is a corker of an episode. I think everybody is going to be really interested in finding out about the retail, the gift shop experience that you guys have introduced at Big Pit and then you're going to go wider into. Into Museums Wales. This is a really weird episode because you and I are recording the morning after the day before. So yesterday was the big launch event and I was with you at Big Pit and I've met lots and lots of people and we're going to cut to them throughout the episode and hear from those people that were taking part in the project. But you and I have got the benefit of having enjoyed yester today's event and we can look back on what that experience was like and talk a little bit about the project. Paul Marden: Before we do that, I think it would be really lovely for you to introduce yourself and tell us a little bit about Museums Wales and Big Pit specifically. Catherine Pinkerton: Absolutely. Okay. So I'm Catherine Pinkerton. So I head up all of the retail stores within Amgueddfa Cymru, which is National Museums of Wales. I've been with the museum just under three years and I'm good that Cymru hosts seven sites. It's an incredible establishment to be part of and I think, you know, coming from a very commercial background, this is very different for me, but I think it's given me lots of insights into bringing kind of. Lots of. Kind of different skill sets, I guess, to this cultural sector. I think when I first initially joined Amgueddfa Cymru, there were lots of challenges. And that's not to say that we still have those challenges as they are in many of our museums. And I think coming from a retail background, it's. It's looking at something that's not. That's commercial, Paul.Catherine Pinkerton: That's key. But actually, how can we make it very collection and story based on our amazing assets that we hold within our museums? And I think that I felt was probably the biggest thing that was missing because I thought we've got these amazing exhibitions, these amazing collections, amazing, you know, opportunities, and how are we putting that into the retail structure and how do we offer that to us, you know, to our visitors? And I think. I think sometimes it may be. Have forgotten that you go around these amazing spaces and it's very based on that visitor focus and how can we make that visitor feel very happy and engaged. But actually the end part of that process is nearly always coming through, exiting through the retail space. Right. Catherine Pinkerton: And if they've had this amazing opportunity to go and, you know, a lot of investment in these amazing spaces, and then they come through that retail space which has some elements, but not all of what our collections hold, there's a confusion there. You know, that end piece. And for me, customer service and visitor experience is absolutely key to how they. How they finish and how they end their day. And if they're ending their day with something, oh, okay, I'll just have a magnet then. Because there's nothing really else here. Yeah, that pains me. That really hurts me. I think, come on, guys, we can do better than this. We are in an element of. We have our own assets, our own elements to be able to kind of display that. Catherine Pinkerton:  And I think very much it would be very easy and to take the kind of easy road of having, you know, let's. Let's pop a dragon on a mug and yeah, we're a Welsh museum. No, we're not. We have assets here. We have beautiful exhibitions, we have beautiful spaces. And actually looking from further afield into. In terms of an emotional connection. And I think, you know, for me, from all of my past kind of previous work, I'm working with Amgueddfa Cymru. It's probably been the most challenging to get perhaps senior management to understand a crazy way of Catherine Pinkerton working into a. What's emotional retail? What does emotive selling mean? This lady is crazy. What's she talking about? But actually, it's really basic, isn't it? Catherine Pinkerton: Because for me, if I take my daughter or my husband to any kind of day trip, I want to take something emotional that I've connected with home with me, and that's so simple. But actually, sometimes it's not thought about in that way. And, you know, for me, I'm all about the emotional connection. And I think we put so much investment in curatorial teams to kind of give that to our visitors. We need to end that. That end part is so important for them to finish, you know, that journey with that emotional connection that they can take home as a souvenir. So, yeah, I've probably said more than I needed to there, Paul, but.Paul Marden: Absolutely. So I think you're capturing the need to curate the. The ending experience because, you know, the nature of. The nature of people's memory is they remember the beginning and they remember the end and the bit that is in the middle is hugely important to the storytelling experience they have whilst they're at the attraction. But if you don't end on a high, then their emotional connection to you and the space and the stories they've heard is not going to be as impactful for them. Catherine Pinkerton:  Absolutely, totally agree. I think it's really key, and not just in the kind of, you know, the cultural sector, but in any sector, really. I think it's really important that connection is instant, really, because that is what you need to. That's the hook, isn't it, of getting that person, you know, and. And actually understanding what the visitor needs. I mean, it's very easy for me to say on a personal level, I'd love to have this collection of products within the shop, but actually, that's not what data tells us. That's not what our demographic tells know, you know. And they are the ones that are important. Our local communities, our demographic is key for us to be successful. Paul Marden: You know, so one of the things that I took from yesterday was the importance that you were moving away from being just any other generic Welsh gift shop to being a gift shop associated with the place. Yeah, that. That's the. That was the nub of I think, what you were trying to get to how do you go about doing that? How did you make it feel so much like a gift shop? About Big Pit? Catherine Pinkerton: It's taken a process of really pulling everything back and getting under the skin, what is the detail and the personality of the site. But actually it's talking to people and being humour. And Paul, you know, I think, very much, as I say, it'd be very ignorant for me to say this is what I think will work. And that's absolutely not what we want. What we want is for the visitors to say, I really. I mean, what was really interesting, actually, is that we did quite a lot of data analysis in terms of the demographics of customers that come through our sites. But also what was really key is areas of the sites that were really kind of, you know, three key areas that they really enjoyed or they really loved. Catherine Pinkerton:  And actually, one of the top ones was the pit ponies that they all love the pit ponies, they love talking about it, they love the stories that the mining team would talk about. It was a really inspiring, you know, inspirational moment for them to think, oh, my gosh, the pit ponies lived underground. This is really so, you know, I think in some respects that was probably missed in terms of our retail offer, because what we did after that is that we had a workshop with all our retail team and we almost did a little bit like a Dragon's Den effect. We said, right, these are the products that we have, right? Can you pick up out of these products, which products represent the pit ponies? Which products represent the shower rooms? Catherine Pinkerton: And actually, when you're talking to the teams in kind of a literal sense, there wasn't a lot within our retail offer that we already had. And I think it was a bit of a light bulb moment, really, for the retail team and said, “Oh, Kath. Right, I see, Yeah, I understand what you mean.” That's not represented in our retail offer. So what's represented currently was wonderful things and lots of Welsh kind of products. But actually, what. What makes that relatable to our site? And so I think what I wanted to do originally is just go on a journey and to kind of really, from a very basic stage, is understand what the site's POS was and actually understand what their personality was and what the curatorial team were trying to push forward as being their identity. Catherine Pinkerton:  And I think once we got the identity, we then broke that down into themes in terms of there's pit ponies. That's a huge part of the, you know, the exhibition. The other huge part of the exhibition were the canaries. So, you know, that was something that was talked about. There's a huge story around that. And then, you know, the kind of mining history and the community was massive. And actually that element was so important to me and the retail team to make sure that we got right. Because this is history, right? And this is. I come from both my grandparents were miners. So for me it was very much a, you know, a very emotional time for me to make sure that we got it right and that it was respectfully done. Catherine Pinkerton:  So that was really key in terms of how do we deliver this. That's really. That we are not stepping on people's toes. We're not profiting from something that was, you know, the strike range is very significant within what we've offered, but we really wanted to make sure that was respectful and that it was done in a tasteful way that people felt they could take a souvenir away, but know that was actually part of the exhibition. So it was those kind of areas that we really wanted to work. So once we have those themes in place in terms of what those looked like, it was then developing that and how do we develop that into an actual concept? Paul Marden: Yeah, and you've drawn in lots of people. You've already mentioned the kind of wide team that you brought in from Big Pit itself, but from the wider team in the group. Talk a little bit about what that experience has been like as a team. Who have you brought into this? Catherine Pinkerton:  So originally, when we wrote the retail concept and the retail strategy, you obviously have to kind of involve quite a lot of internal candidates to be able to allow them to believe that this journey and vision is a good one. And I'm super thankful. I've got the most amazing manager, Marc Simcox. He's the head of enterprises and he is incredible. He's very commercial, but very trusting in terms of understanding what the business should look like and actually giving that freedom to say, yeah, I think this can work. Kath. So you, you go ahead and that. That's huge. Right. We're not talking about a small project here. So that firstly was great for me. And then I think having the, you know, the opportunity to be able to get some key people. Catherine Pinkerton: And Matthew Henderson we've worked with previously and we've, you know, I knew straight away, for me, Matthew Henderson has gotten. Got a very unique way of working and we work very well together. We've got quite similar kind of ways of working, but I think that development and concept phase is really key and I think it really got to the point where we just sat in a room and kind of really understood what are we trying to achieve here, how can we achieve that? And really just making it very basic in terms of the key themes. And then in terms of product development, we brought on Anya Kirkby. So she is an illustrator and a very clever lady indeed. And we have worked with lots of illustrators and lots of suppliers over the years. Catherine Pinkerton: But what we wanted something for Big Pit was to be quite different in terms of the illustration and the product development. Because what we wanted to deliver with Big Pit was something that had been my vision since the very beginning when I started with Amgueddfa Cymru. And that is, you know, going into the shop and having those guidelines, you know, pricing guidelines, information guidelines, those small details which would probably mean nothing to the average person walking through, but actually a price ticket on something that's been illustrated pains me to see, because the work that's gone on behind that is so key. Catherine Pinkerton: And, you know, for most people not understanding that a price ticket on that is so I think those details are really key, Paul, and I think she really worked stringently with me to make sure that was, was, that was kind of a massive aspect of that role. And then Arantxa Garcia, who is just the most incredible designer. She's, she's a genius in what she does. She's incredibly creative and sometimes you have to kind of pull her back and say, okay, you want this? Okay, can you deliver this rancher? Paul Marden: Yeah. Catherine Pinkerton: And what was really interesting with a rancher is that, you know, she's got a huge, amazing CV of working with lots of people within the cultural sector and designing amazing, incredible pieces. But I think were very nervous because the, the original kind of renders that she sent through to us were quite amazing and impressive. And I said, arantha, are you able to deliver this under the kind of, you know, the budget? We've got a tight budget here. Paul Marden: That's the challenge, isn't it? Catherine Pinkerton: I mean, isn't it? Paul Marden: You do not want to be paying, you don't want to be offered the picture of a Maserati when you have got a Ford Fiesta budget, do you need to know that you can afford it. Catherine Pinkerton: Absolutely. And I think with Aranta, she was very, again, super creative lady. And I think I, as soon as I saw that image, I did say to her, right, you need to deliver this now. You've, you've committed to it, Arantia, so this needs to happen. And then finally, Richard Evans, who has, is hugely respected in the cultural sector and he really supported in terms of project management and the, you know, I hate to say this, and you won't mind me saying this, but the kind of boring kind of financial Gantt charts and keeping me in line actually. Right, Cath, we haven't got a budget for that. You can't spend that. Come on, Richard, make it work. Move some things around, you know. Catherine Pinkerton: So I think that was kind of the main area and then internally, Tracy Lucas, who was kind of my right hand woman, is our operations manager within Amgueddfa Cymru and she really supported me along with Amy, the shop manager, shop supervisor to really look at the product development. So I think, you know, and I think it was really nice actually to have them on board because I think it gave an opportunity for them to see what could be. And I think, you know, definitely in terms of retail, it's been an opportunity for us to be able to say, look, this, the impossible can be possible. Catherine Pinkerton: Actually this is an amazing project and I think what was really incredible is that when we decided to work on Big Pit, the Big Pit team and all of the mining team actually just came on board, Paul, they took it on board and I think the reason why they did that is that one of the mining teams said to me, he said, kath, you know, we never get any funding here. It's always in this big cities, you know, we, the Cardiff and it's never here, you know, we're just in the middle of nowhere. And I was like, absolutely not. That is not what this is about. It's about, you know, making sure that the community in that area is solid. Catherine Pinkerton: And I think the mining industry and they're very proud of that in terms of who works there, they're incredibly proud of what they do. And so because we chose that as our first project, they were so helpful in terms of, yeah, we're going to make this work, let's make it a success. Cath, how can we do that? What do you need from me? I mean at one point we had two of the mining staff pulling one of the drums which we upcycled out of it was like a lake or, yeah, I suppose a lake with a tractor. And I was like, this is crazy. This is crazy but just amazing that these team members are willing to do above and beyond to kind of go and help and support.Catherine Pinkerton: Dwayne Smith, finally I have to mention him because he went above and beyond. He, he's an electrical engineer for Amgueddfa Cymru and no feat was kind of Too hard for him. He helped us massively. He's got a huge team of people and anything that we needed done, I'm not, you know, I'm not a trades person, so anything Trady. I was like, Dwayne, yeah, I'm on it, Kath, I'll do it. Which is great because I was like, okay, yes, that was massively helpful, but huge learning curve, Paul. I feel I've never been so excited about drums in my entire working career as I am now. Paul Marden: And I never heard of one until yesterday. But what I found interesting was you see them all the way through the underground experience. I went down in the. The cage to the bottom of the pit head, did the whole tour. You talk about these drams and the importance of them and the transportation of the coal from throughout the mine back up to the top. And then you walk into the shop and it's subtle. The way that you've blended the museum into the shop is a subtle experience. It doesn't feel, it doesn't feel crude. But you've got a dram in the middle of the workshop. Now, I know it's a real one because we talked about it yesterday and I know the pains that you went through, but it's very subtle placed in there so that it doesn't feel crude. Paul Marden: It doesn't feel like you're trying to overwork the metaphor of the mine in the shop. It's very cleverly done. Catherine Pinkerton:  Oh, that's great, great, great to hear. Because that's absolutely what we did not want. And I think in terms of visual merchandising, actually, and picking up on your point there, is that it's very easy for us and this is something that we're doing in a different shop. It's very easy for us to look at some of our assets and pop them on a tote bag and say, there you go, that's done, we'll sell that. But actually, no, what can we do that's different? That's more kind of innovative? That's more creative. That is a hint or perhaps an opportunity for us to show and display something that is. Is then part of the visitors question. So when they're coming into store and they're speaking to our retail teams, they're questioning, is this a real drum? Catherine Pinkerton:  You know, and that is a conversation opener, isn't it? You know, and I think Kerry Thompson, who is the curator for Big Pit, he's a really inspiring man. I could listen to him all day. And he told me lots about kind of the drums and the history of Big Pit and the strikes. He's such an interesting man, but I think having the inspiration from him allowed us to make sure that we did it not in a crude way, actually, Paul, but that it was representative of the site, but not in a way that's, I guess, too obvious, you know. Paul Marden: Look, Kath, we could carry on talking for ages, but let's cut at this point to hear about some of the voices from the team that you worked with, your internal team, some of the partners that you worked with, about the experiences that they've had on the project. Paul Marden: So let's hear from some of the internal team members involved in the project. Firstly, we have Amy Samways, the retail supervisor at Big Pit, followed by Kate Eden, the chair of Museum Wales. And lastly, Nia Elias, the Director of Relationships and Funding at the Museum of Wales. Hey, Amy, how you doing? Lovely to meet you. What's your role at the museum, Amy? Amy Samways: I'm the shop supervisor for Big Pit. Paul Marden: What have you been doing in this whole project? I guess you've been integral to the whole kind of making it all about the place. Amy Samways: Yeah, so I've worked with Anya, who did all the products for the new shop. So we walked around all the exhibitions. We did a lot of underground visits and a lot of museum visits and just put things together. I've done a lot of work before this project for the last two years to try and get things more relevant to us and not just a Welsh souvenir shop. So a lot of those products stayed and then we just expanded them then. Paul Marden: So how do you go about looking for those products that make it local to here? Amy Samways: Well, we've got a fantastic exhibition at the top of the hill. We've got obviously our ex miners and we also have a lot of events through the times as well. So this year was a lot about the strike because obviously it's the 40th anniversary and we've got a massive exhibition down in Cardiff and also there's a smaller one up year as well. So we just walked through the museum and obviously, you know that disasters are obviously a big issue. We didn't want to make a big issue about those, but obviously they need. They're part of history, aren't they? So more books. We made sure we had books around that. And as you walk through, there's a lot of signs that the staff liked as well, because a lot of our guys have been done about the new projects with those as well on. Paul Marden: So do you then go looking for local suppliers to help you with that? And where do you find those? Amy Samways: Etsy, Facebook. Paul Marden: Oh, really? Amy Samways: Yeah, a lot of them. And also online. And then we've also. Because we work with a lot of suppliers as well, I'll say we need this and then they'll say, oh, you should ask so and so, and then we'll go and ask both. Paul Marden: Brilliant. So one of the things that's really interested me this year is talking to people that are running museum retail and that kind of process that goes from you as a buyer, having an idea, what do you want? How do you stock the shop? I think is really interesting process to go through, but flip it on the other side, as a local creator, you've got your thing and you want it in the shop. How do you get it found? Well, yeah, sticking it on Etsy is something that they're going to do, but then that might help them get into the museum. Amy Samways: Even if there is something that we want. Like at the minute, we're looking for NCB soap. Paul Marden: For what? Amy Samways: NCB soap. Paul Marden: What's that? Amy Samways: It's either bright green or bright pink and they used to buy it in the canteen shop and it's just imprinted with NCB. The guides have been asking and asking for it, but we have actually found a supplier now who's going to be working on it. So that should be coming this summer. Paul Marden: Wowzers. Amy Samways: Yeah. That's really exciting for you. Paul Marden:  What was the highlight? What's the one thing about this space, about the whole experience of the project. Amy Samways: That jumps out for me is seeing all the stock we've worked on and somebody actually buying it. Paul Marden:  And what is it that people are picking up? What are they walking in and gravitating to? Amy Samways: Anything Big pet, really. The little enamel little mugs have gone really well. I think the wording on those are great because it says they must not be removed from the premises. So our guides are loving those. And also our retro sign, which we had for our 40th anniversary and three years ago, but we kept it because it's such a brilliant design. It was the original from 1983 and it was on the original road sign as you drove in. So we've had that recreated and that sells really well. Paul Marden:  That's really interesting. So my wife with the family about 25, 30 years ago, came on a family holiday and they had the original guidebook that they picked up when they were here with the kind of the retro. Retro signage on there. Amy Samways: Yeah, we're back selling it again. Kate Eden: Yes, So my name's Kate Eden. I'm chair of the board of Amgueddfa Cymru. Paul Marden:  Tell me a little bit about your involvement in this project. Kate Eden:  As the board, we've been tracking the development of commercial and enterprises over the past year. Really. And really thrown our way, weight and support behind what the team has been trying to do here as a kind of flagship, really, for what we would all like the new benchmark to be across all of the seven sites of anger for Cymru. So seeing it all come together this morning has just been such a special experience. It's absolutely fantastic. I'm going to bring the rest of the board here as soon as I can so the trustees can see this and see the reaction of staff and of visitors as well, because it's a fabulous achievement and it shows us what we can do now as a national museum. Paul Marden: How well does it tie back into the original pitch at trustees? So I'm a trustee of a charity as well. The pressures that we're all under in terms of reducing funding and having to generate our own funding is so hugely important. This must be integral to the conversations that you were having as trustees. Did you have this in mind when you were signing off the agreement to spend the money? Kate Eden: Yeah. So I don't think anybody realised just how successful this could be. We'd had some mock ups and we'd had a presentation, so there was a lot of excitement and there was sort of the fledgling idea years. So we've got a sense of what it could be. But I think importantly for us, it's about that marriage of financial sustainability because it's got to wash its face, it's got to provide a working profit that can go back into the running of Big Pit here.Kate Eden: But it's got to be authentic to this place. It can't be the add on the visitor should shop that you walk through at the end. And it's a bit of a tedious thing to get back to the car park. It's got to be an integral part of the whole visitor experience in this place. And I think that's what they've achieved. Paul Marden: It's so impressive. So impressive. You know, just the structure that they've built to give you the impression of the mine in a really subtle way. The product that they've chosen, the way that they've laid out that, the shop is amazing. I think they've done an amazing job. Kate Eden: That's it. I mean, this is my local site. Paul Marden: Okay. Kate Eden: I live about three miles over the mountain there. So I bring my friends and family here. This is our go to place when I've got visitors. And I think just the way they've opened up the room, they've removed the barriers, which is really important. It's a small thing, but really important so that people feel welcome. They can walk in or they can walk ground. Paul Marden: Yep. Kate Eden: And it's. And it just feels a little bit more inclusive. It feels a bit more kind of, you know, we're here, it's easy to come and see us, you know, and spend time and then spend a little. Paul Marden: A little bit of money. Yeah. So where do we go from here as trustees? Are you fully behind rolling this out now? Kate Eden: Yeah, I mean, I think now that we've seen what we can do and the type of data that's coming through from sales, this is now the new. This is the bar. Paul Marden: Oh. So it has made a discernible difference to say. Kate Eden: So early data from Easter is really promising. Yeah. So this is the benchmark now from all of the other sites. Nia Elias: Hi, Paul. Hi, I'm Nia. Paul Marden: Lovely to meet you. Tell me about your role at the museum. Nia Elias: I am Director of Relationships and Funding. It basically means I get to work with all of the teams across the museum that work on the reputation, the reach, but also the revenue of this wonderful charity and national museum that we are. Because as well as getting funding from Welsh government, we raise our own income so it can be invested.Paul Marden: What sort of split? Nia Elias: What sort of split? So the majority of the money that comes to us does come from Welsh government because we're a public service, we're here free of charge for the people of Wales and we look after the national collection, which is over 5 million items across seven museums and a collection centre. Nia Elias: But there's a proportion then of money that we raise ourselves about sort of 30%, which is from our cafes and our car parks and the experiences that people have, and most importantly, our shops. Paul Marden:  So what was the inspiration for this project? Why kick off a strategy project around the whole retail experience? Nia Elias:  Well, this whole project, in essence started three and a half years ago when the museum decided that it would bring a strategy together for all of its self generated income. So that means our philanthropic income generation and through our enterprise, including our retail. And from a retail perspective, we knew that what we wanted to achieve with all of the money that we raise ourselves is that it's really rooted in the collection, because we have an amazing collection. It tells the story of Wales and it's owned by the people of Wales. Paul Marden: Right. Nia Elias: And from a retail perspective, we knew if people could engage with that and could take away something from the wonderful experience that they've had on site, that it would be something that they would want and it would make it unique that it's only possible to have here. Developing a project like this is quite challenging. You need the time, you need the teams and expertise, some of which are on your permanent team, some of which are naturally not. And also you need investment. And so by starting the thinking and the route of where we wanted to get to three and a half years ago, it meant when we had the funding and the opportunity to do so here at Big Pit, we knew exactly what to do. Paul Marden: Okay, so you. You put all of those pieces together and then came here and did the first cookie cutter stamp. But what's interesting is it's not a cookie cutter stamp, is it? This totally feels like the gift shop for this museum, doesn't it?. Nia Elias:  Yeah. So we feel really strongly that we wanted the balance of knowing that you're at a National Museum Wales site, knowing that you're somewhere unique, but equally that it has a sense of a place. Because all of our seven museums together tell the holistic story of Wales, but you really get a sense of personality on all of those sites, not just from the collection and the buildings and the items, but also from the colleagues that work here as well. Paul Marden: Right. Nia Elias: They're very much a part of that in terms of the stories that they tell, their lived experiences, and we had a sense of responsibility and fun to bring that through in the shop. Not just the ambiance, but also the products themselves, so much of them, the majority of them actually, are grounded in being inspired by the collection in some way, and also has a really strong Welsh and local profit as well. What we think that will come through to our customers and visitors and guests is that because we've worked across all of the teams in the museum, so curators and people who care for the collection, our colleagues here at Big Pit, many of whom are former miners, and our colleagues front of house, it means that everybody will be able to speak about the product. Nia Elias: So as you're walking around picking things up, imagining them in your home or as gifts, our colleagues can talk about what they mean to the place. And that brings something additional that you can't really buy. Paul Marden: Yeah. There's a story to it. There's a background to it that roots it. Yeah. Lovely. For you, what's the standout experience from the whole project? What have you enjoyed the most? Nia Elias: Two things I think in terms of the way that it's been done, the fact that so many teams have worked together behind the scenes to make it happen. That means that as we want to change things or tweak things or improve things, we'll have all of the knowledge and expertise already baked in, especially learning from other suppliers who've come along and helped us. So we've got that baked in now, which is really exciting. And the second thing is that I can stand here knowing that this is the standard of a national museum that our guests and visitors expect and want to see. Paul Marden: And now let's hear from a few of the external partners that Kath brought into the project. Arantxa Garcia was the shop designer and visual merchandiser. Anya Kirkby was responsible for product development. And Guy Veal was responsible for sound design. Tell me about your involvement in the project. Arantxa Garcia: Sure. So I'm the shop designer and visual merchandiser. It's a freelance role, so. So I worked with the team, Matthew, Richard, Anne and Guy. Paul Marden: Excellent. Arantxa Garcia: So we kind of all came as part of a team and each one of us looked after different areas of the project. And my involvement was to kind of reinvent and reimagine what was already here. And the idea was to create a space that was connected to the experience and to the site itself. So we've basically ripped the space apart. We've kind of kept the structure, obviously, but we've opened up the space as well. Before the shop, it would be very separate. You'd have admissions and then you have the shop area, which meant that you were only really accessing the shop if you came to visit the site. But as a local, you wouldn't be able to come, for example. Or you could, but maybe not in such an open way. Paul Marden: Yeah, you wouldn't feel welcome. Arantxa Garcia: Exactly, exactly. You may not want to just because you didn't know, whereas now you can just come in and basically hang around and also browse the shop. Exactly. We took inspiration from life underground, from the mine itself. So before the building was white, the units were white, so it could be a shop anywhere. You know, it didn't really have a DNA, so to speak, or an identity that related it directly to the site. So when visiting down to the underground and King Call as well, the exhibition that we've got just up the hill, we took inspiration from basically sort of like the. The cladding that you've got on the walls. Cladding is not the right word. So if one of the miners hears me saying that, they'll be. Arantxa Garcia: That's not the word that we told you, but the idea is that all the materiality that we're using, it's really evocative of. Of the site and it's the materials that have been used underground. So even, like the safety lamps, they'll set authentic safety lamps. And the team on site, Dwayne Smith, has electrified them. So it means that now they work, obviously, as a normal light, but it's a safety. Paul Marden: But they are the original safety. Arantxa Garcia: They are the original safety. Paul Marden: Wowsers. And what about these styles? Arantxa Garcia: So, yes, I always like going for a hunt on the side. So basically the team took me to different rooms and we just found stuff, if you like. So they're like the pressure gauges, you know, we're gonna use them just to add, again, like, references to the site and the authenticity, of course. So you also find loads of tools that would have been used underground as well. Paul Marden: I would imagine that this has been a really enjoyable project for you. I can see it on your face, how much you've enjoyed it. Arantxa Garcia: It has. And I think for designers, sometimes there's projects that take a bit longer to emerge and you keep changing things because you just don't feel probably quite right. There's something. But with this one, it kind of. After the site visit, it was just. Paul Marden: I clicked immediately.Arantxa Garcia: It just clicked immediately. So we darkened the wall. So we've kind of given that sort of grey background just to kind of creating more of like a cosy and shrinking the space. Paul Marden: But you. It pops the orange. Arantxa Garcia: Exactly. And the orange is everywhere. So, like, we've also changed the lighting, so it's a lot warmer. So again, that hint of orange. Yeah, orange on the back, orange on the miners on here. And then it comes also from the products. So the identity is there, but without going fully corporate, if that makes sense. That's the colour that you remember, isn't it? You've just been on the ground. All our guides and miners wear the orange overalls and the sort of, like the blue jackets over it, whether it's a donkey jacket in the winter or then they wear the soft shells as well. So, yeah, it's all those details, like those hints to the experience that kind of are embedded in the design. And these are regional as well. The drums are regional, all the flatbeds. Arantxa Garcia:  So the team here took the metal sides off and then sort of like left the skeleton of the drum, varnished it. And then our shop fitters aren't here. They did all the sort of the cladding using reclaimed scaffolding boards. But the original Drums would have been made out of wood. Paul Marden: Beautiful. It's so tactile, isn't it? Arantxa Garcia:  It's tactile. Again, we're looking at the DNA all the time. And shops can be more than just shops. Shops can tell stories. You just connect with it in a very different way. And just having the time the team on site involved has been absolutely incredible. Like the sense of pride and belonging and provenance that this kind of has awakened, it's been great. It's your job done really as a designer. When you just feel like everyone owns it, that's your job, that's when you can walk away. Paul Marden: What an amazing testimonial for you and the work that everyone feels like that. Anya, lovely to meet you. Tell me, what was your involvement in the project? Anya Kirkby: So I mainly focused on product development. So we looked at where we could get inspiration from the site and how we could translate that really from the site experience into the shop experience as well. Paul Marden: Okay, so you're coming, you're experiencing what's going on and then looking to the outside world as to how you can source your products. Where do you go for the inspiration for the products? Anya Kirkby: Working with the team a lot. So Amy was a huge help on guiding us on what things would be very useful for visitors, what they really enjoyed when they were on site, what were their key take home messages that they experienced. And then working with Amy and Tracey as well to look at what products people like when they're in the shop anyway and how we can kind of marry those two up. Paul Marden: So what is it that people like when they come to Big Pit? Anya Kirkby: Well, unsurprisingly, the mine, they enjoy the mines, the mining experience. So that was just something that we already had in the shop. So we just expanded on that more if possible. But then we've also taken inspiration from signage. So they already had the original Big Pit signage and we looked at that and kind of again expanded on it. So then we've kind of expanded that to signage that you find in some of the other exhibits. So up in the showers, for example, in the canteen, signage, some of the original pieces from collections. We then translated that into products. So you'll see we've got the designs across mugs, original little metal signs, moved that across to prints, notebooks, postcards. Paul Marden: You've been developing a lot of the products yourself, so bringing that kind of the unifying feel to everything. Anya Kirkby: Yeah. So along with product development and making all the kind of the new things that we can have it's just bringing across the branding through the AC brand really strongly across everything. It's got such a strong message that we may as well have that on as many products as we possibly can do. Paul Marden: And how much of the stuff is actually locally sourced? Anya Kirkby: Oh, it's huge amounts. And the exciting thing is after speaking to Amy, the things that she needs to reorder are the local suppliers, which is so nice. So a lot of the confectionery that's locally sourced candles, soap, the coal figures, the wooden spoons, chocolate boxes, the biscuit boxes. So as much as possible. And then we've worked with local suppliers as well to do photography, to do some of the signage, to do the original signwriting in the shop as well. So beyond products, we've looked at the POS points like elements of the shop as well. So thankfully we've used as many local spires as we possibly can. Paul Marden: You've enjoyed this project, haven't you? Anya Kirkby: I absolutely loved it, yeah. It's fantastic to see it's absolutely amazing. Paul Marden: Yeah. Anya Kirkby: So yeah, it's really special. Paul Marden: And then from here you springboard on to the other seven sites. How do you, how do you come up with the ideas then? Anya Kirkby: Exactly the same process. So working with the teams to find out what it is that visitors absolutely love about their sites and bringing that into the shop experience. So again I get very lucky. I get to go around a lot museums and experience it. Paul Marden: It's a tough job, isn't it?Anya Kirkby: It's tricky. But basically finding out what they love and bringing that through the really things that visitors take home with them anyway and just making it into a product that they can actually physically take a piece of the museum home with them as well. Paul Marden: It's great because there are some pocket money items here because I take kids on school visits and it's a very expensive experience. You know, if they catch take a fiver with them, often they can't get anything with a fiver but they can walk in and they've got pencils, they've got rubbers and they'll walk out happy with those little bits. But at the same time you've got some beautiful stuff that the grown ups can come and pick up and really enjoy. Anya Kirkby: It's the same as any museum visitor. You kind of have to look at who's going to be visiting. It's all types of people that come and just gauging it from that as well. So having an offer for everyone that they can enjoy. Someone said to me once that children for the first time. It's often their first time having a transaction monetary wise. Is that a museum on a school trip? So it's just lovely to kind of have something for them to experience that as well. Paul Marden: Never thought of it like that. They're out on their own. They're not with mum and dad. So they've got the money themselves and they've got to make the decision. So we are at. I took some kids to the science museum last year. Anya Kirkby: Oh. Paul Marden: And the amount of time we took in the shop because of the indecision that they had. Anya Kirkby: It's the indecision decision and then the queue of all them having a five pound note and having all the change come back or not having quite enough. But I think it's such an important. If you can't do that in a museum, where can you do it? Paul Marden: Guy. Hi. Guy Veale: Hi. Paul Marden: I just wanted to talk to you a little bit about what was your part of the project? Guy Veale: I was sound designer for the soundscape which we can't hear when everyone's chatting. Paul Marden: I can hear some birds in the background. Is that. Guy Veale: Is that canaries? Living canaries. Not dead gas. Paul Marden:  Coal mine canary. Guy Veale: So I did a little bit of research sort of towards the end of the project after lots of stuff had been built in, when they decided that some low level sound would be a good part of the experience. And looking at the brief and the shape of the room, the acoustics, a lot of this new ducting that's gone in that was not then easy to put cables into. We had to go for a wireless solution. Paul Marden:  Okay. Guy Veale: As part of that I found a Swedish company that had a system that creates its own network which is like a weird dream because normally you've got to go the IT guys and then something goes wrong and there's some sort of address problems or. Bluetooth is not always reliable. This has been a revolution just in terms of. Guy Veale: Don't if you can see them. There's little. They look like light fixtures that are centrally over these panels. Paul Marden: Oh right. Guy Veale: And they're quite. Paul Marden: Oh. And so they're speaking speakers pointing down onto the panel to separate it. So what. What. The other kind of sound pictures that you're painting. We've got the canary. What else have you got? Guy Veale: So the whole idea is that you're trying to represent the industrial heritage of the site and have as many authentic sounds from the site as possible. Paul Marden: Right. Guy Veale: So we've reused some of the really high quality recordings that also feature at different parts of the site already. Paul Marden: Yep. Guy Veale: But then, also sourced about another 70 or 80 sound from the BBC archive. Paul Marden: Oh, wow. Guy Veale: Paid for. And so. But if you think about those sounds, they're quite punctuated and aggressive. You think of any industrial sound and like chipping away or different tipples working. You know, the idea is that you don't want to surprise someone that while they're shopping and leaning over next to a speaker and hearing. So it needed to be softened in some way. And you know, traditionally the way I've done work is music and sound design is using different textures and tonal design and like a drone, I suppose, is this as a sort of basis that can be moving and organic, not totally static? Paul Marden: Yeah. Guy Veale:  And the idea was to sort of try and include fragments of relevant songs using the male voice choir.Paul Marden:  Really.Guy Veale: And we tried several things and I looked at it and I realised that you might catch someone coming in for five minutes here and they catch a snippet and it's all well and good for them, but the staff and you've got to hear this eight hours a day, every day, you know, four weeks, a month, so forth. So even just one little identifiable recurring melody starts to get too much, even on quite a long five. Paul Marden: Oh, really? Guy Veale: And I found that it wasn't sustainable. So I, in the end, I ended up using the. Almost like the vocal warm ups and breaths of the choir artificially extended out so they're not breathing, just this constant low level, breathy sort of expulsion. I mean, if went quiet now, we'd hear it as the. As a backdrop and it's embedded with a few other little musical elements that just sort of try and soften and support. I think of it like the vowels of the track and then the consonants. Paul Marden: Or the industrial chipping noises and the harsher noises. Guy Veale: So they're harsher but they're there and they're a bit removed and reverberate and in the background. Paul Marden: But it's really interesting how you describe it in that kind of. Using the metaphor of the letters. Guy Veale: Yeah, that's what it felt like. Just trying to find something that was like a vocabulary of work that has to tick so many different boxes, including like a therapeutic retail experience. People leaving the site with a sense of well being. Also like summarising what they've been through, not sort of projecting them out the door with, you know, a completely new thing or somewhere that they haven't been through yet. So, you know, fair few things to try and fit in there and, you know, hopefully it works and we'll see how things are in a year's time. Paul Marden: Yeah. Cath, the last point I wanted touch on before we finish today is oh my God, how happy everybody was at that event yesterday. How positive the experience was for all of the team members. What was for you the big standout moment for the entire project? Catherine Pinkerton: I mean, there's so many, Paul. But I think for me it's an opportunity to see what can be achieved when people collaborate. And I think, you know, joining the museum three years ago is really collaborating with lots of different departments to achieve something as a team.Catherine Pinkerton: Teamwork is absolutely the key to kind of success and I think you can only achieve that by having that really product professional kind of embodiment with all of the collaborative teams to work together for the same goal. And I, I was really proud yesterday that it took a lot of work, but actually without a team of 40 people as well as the wider organisation, it would not have been, it was no mean feat, but it was certainly wasn't just down to one person saying this is my project because it was a team effort. Catherine Pinkerton: And I was so proud of everybody that was there to kind of thank them along the way to say, this is, we've done this and now onwards and upwards. Paul Marden: Yeah, absolutely. You should be so proud. It really was. Catherine Pinkerton: Thank you. Paul Marden:  It's a demonstration of what a museum gift shop experience can really be like when you work together like that, when you collaborate. So well done to all of you. It was such a lovely experience yesterday. Thank you for inviting me. Catherine Pinkerton: Thank you so much for coming, Paul. I appreciate it. Paul Marden: Before we go though, I always ask for a book recommendation from our guests. Now it would have bankrupted me to have asked everybody yesterday for book recommendations. So you have to take the responsibility of a recommendation on behalf of everybody. What have you got for me? Catherine Pinkerton: The secret for me is, you know, that that book seems to be. I always go back to that book very often and I think it's a key one for lots of areas. So that's definitely a takeaway for me. But the other one I'm reading at the moment called A Monk's Guide to Happiness. I'm not sure if you've had enough to read it. Yeah, it's a 21st century take on A Monk's Guide. It's written by Gelong Thubten and he had a very high powered job and he had a burnout and interestingly he changed his whole mindset in terms of what makes him happy and really making it quite basic. Right. Catherine Pinkerton: So it's a, it's a real eye opener in terms of just pulling things back sometimes, you know, at the end of the day, come on, let's just live life and be happy but, you know, not stress out about things. I'm quite easy to do that. So this is very much a. Just breathe, Kath, get through it. But it's a good one. If you want to just strip it back and just kind of understanding the basics of being happy, then, yeah, he's great. Paul Marden: Oh, Cath, that's a great recommendation. If you go over to Bluesky and repost the show message that Wenalyn put out and say, I want Kath's book, then the first person that does that will get a copy of the book sent to them. Kath, it was absolutely delightful. I enjoyed my day wandering around Big Pit yesterday no end. Given that half my family is from the valleys and most of them were miners, I feel like I should have done this a very long time ago. But it was lovely. And to enjoy the experience of the celebration that you had yesterday, it was a real privilege. So thank you. Catherine Pinkerton: Oh, huge privilege to have you there. Paul. Thank you so much. I'm really appreciative. Did you purchase? Paul Marden: I did purchase on my way out. Catherine Pinkerton: Yay. Great, great, great.Paul Marden: Deal. Catherine Pinkerton: Deal. Thank you so much. Paul Marden: So after my trip 90 metres down to the bottom of the mine shaft, where I of course couldn't take microphones, I'm now back up on the surface, microphones back in hand and enjoying myself, wandering around currently in the winding house, which is where all the machinery is for lifting the cages that 90 metres down to the bottom of the pit head. I've had an amazing day here at Big Pit. It's been so interesting to see this museum and to talk to many of the amazing staff that have taken part in this big project to redesign their gift shops. Highly recommend a day trip to Big Pit. Really has been very enjoyable, if for no other reason, to see that amazing new gift shop experience. Paul Marden: Now, as always, if you'd like a copy of Catherine's book, head over to Blue sky and repost the show notice that Wenalyn will post out and say, I want a copy of Catherine's book and the first person to do that will get that copy sent over to them. So all that remains for me to say is thank you to Catherine for inviting me here to Big Pit today. And I'll see you again soon. Take care. Bye Bye. 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 to find us. Skip The Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them to increase their visitor numbers. You can find show notes and transcripts 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

Join us in this insightful podcast as we sit down with Kimberly Roy Wilson, Commissioner, Information Technology & Services Division, City of Cleveland, to explore Ohio local government's challenges and opportunities in innovation and technology. Kimberly Roy Wilson Commissioner, Information Technology & Services Division, City of Cleveland For more great insights head to www.PublicSectorNetwork.co  

Send us a textIn this episode, I'm talking about something that can seriously make or break your pool business—professional conduct and how to talk to your customers the right way. I'll share what's worked for me out on my route, from setting clear expectations to handling tough conversations with confidence and respect. Whether you're just starting out or looking to sharpen your communication skills, this episode is packed with real-world tips to help you build stronger relationships and a better reputation.Support the Pool Guy Podcast Show Sponsors! HASA delivers clean, healthy water solutions. https://bit.ly/HASAhttps://www.orendatech.com/The Bottom Feeder Professional Battery Powered Vacuum System. Save $100 with discount Code: DVB100https://bit.ly/THEBOTTOMFEEDERAnd Skimmer, America's #1 pool service software! Try Skimmer FREE for 30 days at:https://getskimmer.com/poolguy Thanks for listening and I hope you find the Podcast helpful! For other free resources to further help you:Visit my Website: https://www.swimmingpoollearning.comWatch on YouTube: https://www.youtube.com/@SPLPodcast Site: https://the-pool-guy-podcast-show.onpodium.com/

What does it take to power 5 billion customer resolutions a year—with speed, empathy, and zero shortcuts? At Zendesk, AI plays a central role. It learns from massive data, follows clear rules, and helps teams make service feel more human. On this episode of The Modern Customer Podcast, I speak with Shashi Upadhyay, President of Products, Engineering, and AI at Zendesk, about how they're building AI that scales globally and enhances every human interaction it touches.

Artificial intelligence is revolutionizing customer experience—but are businesses applying it with care? In this compelling episode, CX expert Jeannie Walters sits down with Ovetta Sampson, an AI design leader with a decade of experience at IDEO and Google, to explore how companies can harness AI without compromising trust. Ovetta challenges common assumptions with a powerful statement: “AI is neither artificial nor intelligent.” From chatbots that fabricate policies to biased algorithms in loan approvals, she shares eye-opening examples of how AI can go wrong—and what to do about it. Learn why AI needs continuous testing, feedback loops, and what Ovetta calls “Mike Tyson proofing” to avoid delivering broken experiences. She also offers a practical framework for implementation: focus AI efforts on your most frustrating customer touchpoints, not just where it's easy. Looking to use AI more effectively in your organization? Ovetta is offering listeners an exclusive discount on to our listeners. Start building smarter, safer customer experiences. Use the coupon code "experience" for a 50% discount on one of the following: 1 hour coaching session ($300 regular price)1 hour AI Risk Assessment session ($300 regular price)90-minute CEO lunch ($1500 regular price)Coupon Code is: experienceRedeem at www.rightainow.com/appointmentsAbout Ovetta Sampson:Named one of the Top 15 People in Enterprise Artificial Intelligence by Business Insider in 2023, Ovetta Sampson is a tech industry leader who has worked with multiple technologies to help solve some of the biggest problems facing multiple industries. Leading engineers, designers and researchers, at top companies such as Microsoft, IDEO and Capital One, Ovetta has been designing and developing machine learning, artificial intelligence and enterprise software solutions for more than a decade. She left her last job as Director AI and Compute Enablement at Google to found Right AI, a consultancy that helps organizations and businesses minimize the human engagement risks when implementing AI.Follow Ovetta on...LinkedIn: https://www.linkedin.com/in/ovettasampson/Articles Mentioned:A Contact Center Chatbot Invents Company Policies, Now Customers Want Out (CX Today)When Algorithms Deny Loans: The Fraught Fight to Purge Bias from AI (IoT For All)Singapore Airlines Elevates Customer Experience With $45 Million Investment In Changi Airport (Breaking Travel News)Resources Mentioned:Experience Investigators -- 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/)

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 174 Get food then check on raccoon, no overtime and bad weather alert.  This is C.T.C.S.    Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-like-it-s-live--4113802/support.

World, the biometric ID company best known for its eyeball-scanning Orb devices, at an event late on Wednesday announced several partnerships aimed at driving sign-ups and demonstrating the applications of its tech. World is partnering with Match Group, the dating app conglomerate, to verify the IDs of Tinder users in Japan. Also, Airbnb started rolling out an AI-powered customer service bot in the U.S. last month, CEO Brian Chesky said during the firm's first-quarter conference call on Thursday. Chesky said 50% of Airbnb's U.S. users are already using the AI bot for customer service. Learn more about your ad choices. Visit podcastchoices.com/adchoices

Generative AI is transforming customer service — but are companies ready? In this episode of Today in Tech, Keith Shaw talks with Glenn Nethercutt, CTO at Genesys, about the rise of AI-powered chatbots, agent copilots, and the shift toward empathetic, agentic AI in CX. From IVRs that frustrate to AI agents that anticipate your needs, we explore how companies are reimagining customer experiences. :small_blue_diamond: Where companies fall on the 0–5 scale of AI-powered CX :small_blue_diamond: Why "chatbot" is becoming a dirty word :small_blue_diamond: How AI copilots improve customer and employee satisfaction :small_blue_diamond: The surprising ROI of generative AI in customer service :small_blue_diamond: What's coming next: empathetic agents and full automation If you're exploring how AI is reshaping the customer journey — from automation to augmentation to agentic orchestration — don't miss this deep dive. :brain: #AIinCustomerService #GenerativeAI #CX #Genesys #TodayInTech #AgenticAI #CustomerExperience #KeithShaw

Robert "Bob" Harward is a retired United States Navy SEAL and a former Deputy Commander of the United States Central Command (USCENTCOM) under General James Mattis. He served for 34 years in the U.S. Navy, retiring in November 2013 as a Vice Admiral. As a Navy SEAL, he had extensive combat experience in Afghanistan, Iraq, Syria, Somalia, Yemen, and Bosnia, where he led the U.S. Special Operations invasion of Afghanistan after 9/11 and oversaw the Navy SEALs role in Iraq in 2003. He also served as Deputy Commander of U.S. Joint Forces Command, and even served as a SEAL Leader back when Mike first enlisted at SEAL Teams at only 19 years old. Since then, Bob has served on the National Security Council during the Bush administration as well as having commissioned the National Counter Terrorism Center. He also was the Chief Executive for Lockheed Martin Middle East for eight years, and was recognized by Forbes as one of the top 50 most influential CEO's in the Middle East. In 2017, he was offered the position of National Security Advisor by President Donald Trump, but declined. Recently he authored a book titled "The Gouge!: How To Be Smarter Than the Situation You Are In," which shares his leadership philosophy based on his military and corporate experiences. Subscribe to the Mike Drop Patreon Page to see Ad-Free Episodes Early + Bonus Content at https://www.patreon.com/mikedrop ---------- Support Bob Harward - Get Your Copy of Bob's book, 'The Gouge!: How to Be Smarter Than the Situation You Are In' at https://www.amazon.com/Gouge-How-Smarter-Than-Situation/dp/B0CSBSCDCR Shield AI - https://www.shield.ai/company-executives/ LinkedIn - https://www.linkedin.com/in/robert-harward-7a760575/ Instagram - https://www.instagram.com/thegougebybob/ ---------- Sponsors: C. Crane When the internet goes dark, radio still works! Order Your C. Crane CC Radio 3 today when you call C. Crane's U.S. based Customer Service at 800-522-8863 or visit https://ccrane.com/drop and use code DROP at checkout for 10% off orders over $75! ---------- BUBS Naturals The BUBS namesake derives from Glen ‘BUB' Doherty, who was heroically killed in Benghazi, Libya in 2012. In addition to remembering Glen for the patriot he is, the BUBS ethos centers around the passionate and adventure seeking life that Glen lived. BUBS Naturals products are rooted in sustainably sourced ingredients and controlled consistency to provide our customers with the highest quality Collagen Protein & MCT Oil Powder that help you feel amazing and live a fuller life. Our mission is simple. FEEL GREAT. DO GOOD. 10% always goes back to charity, helping military men and women transition back into civilian life. Go to https://www.bubsnaturals.com/mike and use code MIKE for 20% off your order. ---------- TEAM DOG FOOD, TREATS & SUPPLEMENTS Be Your Dog's Hero: Veteran-owned by a former Navy SEAL and Special Operations K9 Trainer, Team Dog provides a complete diet of science-backed premium dog food, treats, and supplements to optimize your dog's health, forged from rigorous standards and real-world expertise. https://www.teamdog.shop TEAM DOG ONLINE TRAINING Mike Ritland – a former Navy SEAL & Special Operations K9 trainer – shares his simple and effective dog training program to build trust and control with your dog. Based on Mike's bestselling book “Team Dog, Train the Navy SEAL Way”, join tens of thousands of families that successfully trained their way to a better dog. https://www.teamdog.pet SHOP ALL THE MIKE RITLAND BRANDS Get all your Mike Ritland branded gear - Mike Drop | Trikos | Team Dog https://shop.mikeritland.com/ Learn more about your ad choices. Visit podcastchoices.com/adchoices

Executive escalations are becoming more frequent—and damaging. In this episode, Stacy Sherman exposes the hidden patterns behind these high-impact customer moments and why they're often signs of deeper issues across teams, systems, and culture. She shares practical strategies to prevent escalations before they start, drawn from her own leadership experience and an eye-opening conversation with Pablo Payet, Customer Experience and Success Specialist at Granicus. You'll hear a real story of a customer with seven unresolved tickets and the internal scramble that followed—plus how to build CX frameworks that create consistency, ownership, and trust at scale. Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

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 174 Get food then check on raccoon, no overtime and bad weather alert.  This is C.T.C.S.    Become a supporter of this podcast: https://www.spreaker.com/podcast/arroe-collins-unplugged-totally-uncut--994165/support.

The good news when it comes to AI, more than three in five consumers are comfortable or very comfortable with chatbots or AI support when contacting brands. Julie Geller, principal Research Director at Infotech Research Group, says "the key with AI and customer service applications is to design for customer outcomes rather than company convenience".

TTEC is searching for bilingual Spanish and English-speaking customer service reps to join their international and fast-growing team in Texas, and they have great wages and great growth opportunities on offer.Apply today at https://www.ttecjobs.com/en/search-jobs/McAllen%2C%20TX/44028/4/6252001-4736286-4697444-4709796/26x20341/-98x23001/50/0 TTEC City: Greenwood Village Address: 6312 S. Fiddler's Green Circle Website: https://www.ttecjobs.com/en

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What up PEEPS! We're back with another edition of the Daddy Issues Podcast. This week it's racist words, being athletic, crossovers in culture, dealing with customer service and language barriers, and improv. We also have special guest Greg Wayans on with us!

Send us a textClick here to Schedule a Free Consultation Click here to Subscribe to The Brian Wright Show YouTube StationClick here to Subscribe to The Brian Wright Show Podcast Click here to Follow The Brian Wright Show on Instagram The Brian Wright Show is dedicated to entrepreneurs, their team and family members and for anyone that wants to transform their life, career and/or business. Welcome to the dawn of a new era! After eight successful seasons as the New Patient Group podcast, we're evolving into The Brian Wright Show—same trusted expertise, broader mission. This isn't just a name change; it's an expansion of our commitment to helping you thrive in today's dynamic marketplace.The modern consumer lives in a world where attention spans have shrunk below that of goldfish (yes, literally—Microsoft proved it), and Gen Z loses active focus after just 1.3 seconds. Bombarded with over 10,000 marketing messages daily, your potential customers are more distracted than ever. So how do you break through?In this compelling premiere episode, I dive deep into what makes this "new economy" different and why conventional business approaches are failing. You'll discover why 91% of consumers choose businesses based primarily on experience rather than product quality, how one minute of video equals 1.8 million words in impact, and why nearly 90% of people willingly pay more for convenience.Whether you run a restaurant, hotel, healthcare practice, or any business struggling to stand out in a commoditized market, these insights apply universally. The skills that have made our orthodontic clients successful—exceptional hospitality, psychology-based communication, and strategic digital presence—work across every industry. I share real examples of businesses transforming through data-driven decisions rather than personal bias, and why proactive change always beats reactive scrambling.Most importantly, you'll learn why action trumps perfection. The businesses winning today aren't waiting for perfect conditions—they're implementing, learning, and refining in real-time. As we expand our mission with this rebrand, our commitment remains: providing you with proven strategies to transform your life, career, and business in an economy that rewards those who adapt fastest.About our Host: Brian Wright is the Founder of& CEO of New Patient Group and WrightChat.  ⁨@NewPatientGroupWrightChat⁩   He is a trusted consultant and speaker for Align Technology, the Makers of Invisalign (3 billion dollar publicly traded company). He is a leadership, sales and hospitality expert that applies those skillsets so that businesses sell more of their product and at a higher price.

Summary   In this conversation, Dr. David Horsager, a leading authority on trust, discusses the critical role of trust in leadership and business. He emphasizes that trust is not just a soft skill but a fundamental component that affects the bottom line. The discussion covers the historical context of trust, the shift towards personal trust in the digital age, and practical tools for measuring and building trust within organizations. Dr. Horsager introduces the eight pillars of trust and highlights the importance of clarity and humility in fostering trust. The conversation concludes with actionable insights for leaders to enhance trust in their teams and organizations. takeaways Trust is a timeless and essential element in business. A lack of trust can be a significant expense for organizations. Trust has shifted from institutional to personal in nature. Measuring trust is crucial for understanding organizational gaps. Clarity is the foundation for building trust. The eight pillars of trust include clarity, compassion, character, commitment, competence, connection, contribution, and consistency. Effective communication is key to establishing trust. Humility plays a vital role in being perceived as trustworthy. Leaders should promise less and focus on delivering what they commit to. Building trust requires actionable tools and frameworks. Chapters 00:00Introduction to Trust and Leadership 02:03The Importance of Trust in Business 05:58Historical Context of Trust 10:06The Shift to Personal Trust 12:01Measuring Trust in Organizations 14:03Building Trust: The Eight Pillars 18:03Clarity as a Foundation for Trust 21:46Practical Tools for Trust Building 25:54The Role of Humility in Trust 30:11Conclusion and Key Takeaways

This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their roles amidst technological advancements, and effective leadership strategies to support them. The discussion emphasizes the importance of human connection in leadership and the need for organizations to prioritize the well-being and development of their frontline supervisors.     Takeaways The job of a frontline supervisor can be overwhelming. Many supervisors lack adequate training for their roles. Time management is crucial for supervisors to balance their responsibilities. Supervisors often spend less than 50% of their time with their teams. Technology is changing the landscape of contact centers, impacting supervisors' roles. AI and automation may not replace supervisors but change their responsibilities. Leadership should focus on personal growth and development. Praise and coaching should be balanced in management practices. Human customers will always need human supervisors. Organizations must check in on their frontline supervisors regularly.    

What up PEEPS! We're back with another edition of the Daddy Issues Podcast. This week it's racist words, being athletic, crossovers in culture, dealing with customer service and language barriers, and improv. We also have special guest Greg Wayans on with us!

Staffing reductions, center closings, and database access issues at the Social Security Administration have been in the headlines lately. But my next guest argues that, while all of these may save some money around the edges, they don't fundamentally address the serious funding challenges facing the Social Security program. Program Integrity Fellow at Arnold Ventures, Doug Criscitello, joins me now.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Welcome back to the Mowing in the Dark LAWN CARE Podcast! In today's episode Aaron talks about his growing lawn care business, Sutter Brothers Lawn Care and his struggles with customer service at local dealers. Aaron also talks about his love from Bradley Mowers and the amazing customer service that they offer.  **Please give the podcast a 5 star rating and review in Apple Podcasts.** Give Me Your Feedback: http://www.linktr.ee/lansinglawnservice     GREEN FROG WEB DESIGN SPECIFICALLY FOR LAWN CARE *Your First Month is ONLY $1.00* https://greenfrogwebdesign.com/ Buy Me A Coffee: http://www.buymeacoffee.com/mowinginthedark    Michigan Maple Coffee: https://amzn.to/4eQZzSR Check out my business websites: www.lansinglawnservice.com www.gravelblasters.com , www.sutterbrotherslawncare.com   Check out My Favorite Lawn Care Gear: Werner, AC78, Quickclick Stabilizer, Aluminum https://amzn.to/2OTOfMf Wonder Grip WG318L Liquid-Proof Double-Coated/Dipped Natural Latex Rubber Work Gloves 13-Gauge Seamless Nylon, Large, Large https://amzn.to/2Ytjml6 Hodenn Zero Turn Lawn Mower Hitch - Fits Ariens & Gravely ZT-X: https://amzn.to/3jJmEua ECHO Black Diamond Trimmer Line: https://amzn.to/2GBEL7d    

My guest today is Cliff Sosin. Cliff is the founder of CAS Investment Partners, a fund he started with $5 million in 2012 and has grown to $1.7 billion as of the last reported numbers at the end of 2024. At the time, CAS had only four positions. This conversation is different to our typical episodes. We start by talking about Cliff's investing philosophy but the bulk of this long discussion is a case study into his remarkable investment in Carvana. Cliff is one of the biggest investors in the business, which had a market cap over $60 billion in 2021, then fell 99%, survived, and now has a market cap approaching $50 billion again. While I hosted Carvana's CEO, Ernie Garcia, last year to get the inside perspective on managing through such turbulence, today we hear the investor's side of this extraordinary story. It is a singular episode and there are so many lessons in this rare opportunity to hear a major investor describe his decision-making process at every stage of the journey. Please enjoy my great conversation with Cliff Sosin. For the full show notes, transcript, and links to mentioned content, check out the episode page here. ----- This episode is brought to you by Ramp. Ramp's mission is to help companies manage their spend in a way that reduces expenses and frees up time for teams to work on more valuable projects. Go to Ramp.com/invest to sign up for free and get a $250 welcome bonus. – This episode is brought to you by Ridgeline. Ridgeline has built a complete, real-time, modern operating system for investment managers. It handles trading, portfolio management, compliance, customer reporting, and much more through an all-in-one real-time cloud platform. Head to ridgelineapps.com to learn more about the platform. –  This episode is brought to you by AlphaSense. AlphaSense has completely transformed the research process with cutting-edge AI technology and a vast collection of top-tier, reliable business content. Invest Like the Best listeners can get a free trial now at Alpha-Sense.com/Invest and experience firsthand how AlphaSense and Tegus help you make smarter decisions faster. ----- Editing and post-production work for this episode was provided by The Podcast Consultant (https://thepodcastconsultant.com). Show Notes: (00:00:00) Welcome to Invest Like the Best (00:00:32) Early Career and Discovering Investing (00:01:18) Journey Through Financial Firms (00:01:49) Starting the Firm and Initial Challenges (00:03:41) Investment Philosophy and Market Realities (00:05:07) Building the Firm and Investor Relations (00:07:23) Defining a Good Business (00:12:31) Contained vs. Uncontained Businesses (00:15:30) Mental Models and Market Insights (00:30:13) The Role of ESG in Investing (00:34:26) The Carvana Investment Story (00:41:01) The Complexity of Car Transactions (00:41:43) Carvana's Real Estate and Logistics Network (00:44:12) Reconditioning and Selling Cars (00:45:16) Carvana's Financing and Customer Service (00:46:43) Economies of Scale and Trust (00:49:40) Challenges and Management Insights (00:59:07) Operational Issues and Market Challenges (01:18:56) Questioning Carvana's Sales Strategy (01:19:17) The Role of Word of Mouth in Carvana's Growth (01:20:28) Identifying Early Adopters (01:21:00) The Impact of Market Conditions on Carvana (01:22:10) Carvana's Operational Challenges (01:23:10) Cutting Costs and Organizational Efficiency (01:27:19) The Apollo Deal and Debt Restructuring (01:28:23) Personal Reflections on Investment Decisions (01:34:21) The Psychological Toll of Investment (01:45:16) Future Investment Strategies and AI (01:49:48)The US Market and Investment Opportunities (01:54:51) The Kindest Thing Anyone Has Ever Done For Cliff

IN SPORTS: Son of Prime Time is having a no good draft. The worst person you know makes a great point. Saquon breaks our heart, and not with his thighs.IN POLITICS: George Santos is going to jail. Vladimir, STOP! Government offers money for baby making.IN TV: THE PITT journey.IN LIFE: Customer service conundrum.

In this engaging conversation, Adam Gillespie shares his unique journey from a music career to becoming a successful realtor leveraging AI technology. He discusses the challenges real estate agents face today and how AI can help streamline their processes, save time, and enhance customer service. Adam also highlights the importance of coaching agents on AI implementation, shares success stories of those who have transformed their careers, and addresses concerns about AI replacing real estate agents. The conversation emphasizes the significance of authenticity and relationship-building in the real estate industry.   Professional Real Estate Investors - How we can help you: Investor Fuel Mastermind:  Learn more about the Investor Fuel Mastermind, including 100% deal financing, massive discounts from vendors and sponsors you're already using, our world class community of over 150 members, and SO much more here: http://www.investorfuel.com/apply   Investor Machine Marketing Partnership:  Are you looking for consistent, high quality lead generation? Investor Machine is America's #1 lead generation service professional investors. Investor Machine provides true ‘white glove' support to help you build the perfect marketing plan, then we'll execute it for you…talking and working together on an ongoing basis to help you hit YOUR goals! Learn more here: http://www.investormachine.com   Coaching with Mike Hambright:  Interested in 1 on 1 coaching with Mike Hambright? Mike coaches entrepreneurs looking to level up, build coaching or service based businesses (Mike runs multiple 7 and 8 figure a year businesses), building a coaching program and more. Learn more here: https://investorfuel.com/coachingwithmike   Attend a Vacation/Mastermind Retreat with Mike Hambright: Interested in joining a “mini-mastermind” with Mike and his private clients on an upcoming “Retreat”, either at locations like Cabo San Lucas, Napa, Park City ski trip, Yellowstone, or even at Mike's East Texas “Big H Ranch”? Learn more here: http://www.investorfuel.com/retreat   Property Insurance: Join the largest and most investor friendly property insurance provider in 2 minutes. Free to join, and insure all your flips and rentals within minutes! There is NO easier insurance provider on the planet (turn insurance on or off in 1 minute without talking to anyone!), and there's no 15-30% agent mark up through this platform!  Register here: https://myinvestorinsurance.com/   New Real Estate Investors - How we can work together: Investor Fuel Club (Coaching and Deal Partner Community): Looking to kickstart your real estate investing career? Join our one of a kind Coaching Community, Investor Fuel Club, where you'll get trained by some of the best real estate investors in America, and partner with them on deals! You don't need $ for deals…we'll partner with you and hold your hand along the way! Learn More here: http://www.investorfuel.com/club   —--------------------

As business owners we often get bamboozled by the latest technology, marketing idea or bright shiny object. But often we are distracted by those things because we are avoiding doing fundamental work in our business we know is vital to our success. Now I'm not saying we aren't all working hard as business owners, in fact some of the time we are very busy being busy, but this busy-ness often distracts us from doing the things in our business we know are essential for growth. Sound familiar? In today's episode Stacey shares the things she tends to put off and the things she wants you to stop avoiding in your businessSee omnystudio.com/listener for privacy information.

Like the show? Show your support by using our sponsors.Promotive can help you find your dream job, or help you hire. Touch HERE for more.Need to update your shop systems and software? Try Tekmetric HEREIn this episode, Jeff Compton and Lucas Underwood get real about the realities of shop ownership and the repair industry. Lucas harps on why you need to build better systems and processes, mainly to avoid burnout. They both get heated about the technician pay structure, industry culture, and the crucial need for personal fulfillment and meaning beyond monetary success.00:00 Intense Storms, Tornado Near Miss06:15 "True Champions Plan for Success"10:49 Complex Challenges in Industry Dynamics20:06 Self-Reflection and Employee Turnover25:07 Owner's Struggles with Management30:23 "Chaotic Kitchen Reflections"31:12 Automotive Industry Training Challenges41:23 Welfare System Critique: Misallocation Concerns45:03 Track and Tax Unbilled Services47:12 Business Finance Transparency Needed56:07 Rethinking Success Beyond Money59:04 Career Pathing Concerns Discussed01:03:14 Fishing: A Passionate Escape01:12:29 Navigating Professional Boundaries01:14:36 "Embracing Emotional Connections"01:20:59 Helping Each Other: A Pipe Dream?01:27:13 Eco Diesel Truck Dilemma01:32:17 Online Complaints Over Car Repairs01:38:54 Unnecessary Changes Disrupt Growing Shop01:40:52 Emotion-Free Decision Making01:46:20 "Challenging Stagnant Business Practices"01:52:54 Building Character Through Purposeful Work Follow/Subscribe to the show on social media! TikTok - https://www.tiktok.com/@jeffcompton7YouTube - https://www.youtube.com/@TheJadedMechanicFacebook - https://www.facebook.com/profile.php?id=100091347564232

In today's competitive market, many entrepreneurs, solopreneurs, business leaders, and marketers struggle to cut through the noise and scale their businesses. Kipp Bodnar's rise from employee to Chief Marketing Officer at HubSpot in just five years demonstrates how the right mindset and focus drive success. By blending entrepreneurship, inbound marketing, and leadership, he achieved remarkable growth. In this episode, Kipp shares the most effective marketing strategies, reveals how to spot opportunities, and the key to scaling your business through content marketing, customer relationships, and AI. In this episode, Hala and Kipp will discuss:  (00:00) Introduction (01:24) Key Strategies for Career and Business Growth (10:32) The Entrepreneurial Mindset in Leadership (12:10) HubSpot's Secret to Global Marketing Success (15:10) Inbound vs Outbound Marketing (17:23) Effective Content Marketing Strategies (22:00) Three Ways to Stand Out as a Content Creator (24:16) The Value of Email and Online Marketing (30:42) Leveraging AI in Sales and Marketing (35:52) The Power of Customer Service in Retention (39:09) How to Market a Startup with Limited Funds (40:53) Marketing Strategies for Busy Entrepreneurs Kipp Bodnar is the Chief Marketing Officer at HubSpot, a leading global marketing and sales platform. His expertise in social media, SEO, and email marketing helped him advance to CMO in just five years. With a background in entrepreneurship and marketing, Kipp also hosts the Marketing Against the Grain podcast, where he shares insights on AI, marketing trends, and growth hacks. Sponsored By: Resources Mentioned: Kipp's Podcast, Marketing Against The Grain: bit.ly/MarketingAgainstTheGrain  Kipp's Book, The B2B Social Media Book: bit.ly/B2BBook  Active Deals - youngandprofiting.com/deals   Key YAP Links Reviews - ratethispodcast.com/yap  Youtube - youtube.com/c/YoungandProfiting  LinkedIn - linkedin.com/in/htaha/  Instagram - instagram.com/yapwithhala/  Social + Podcast Services: yapmedia.com  Transcripts - youngandprofiting.com/episodes-new  Entrepreneurship, Entrepreneurship Podcast, Business, Business Podcast, Self Improvement, Self-Improvement, Personal Development, Starting a Business, Strategy, Investing, Sales, Selling, Psychology, Productivity, Entrepreneurs, AI, Artificial Intelligence, Technology, Marketing, Negotiation, Money, Finance, Side Hustle, Mental Health, Career, Leadership, Mindset, Health, Growth Mindset, E-commerce, LinkedIn, Instagram, Digital Marketing, Storytelling, Advertising, Social Media Marketing, Communication, Video Marketing, Social Proof, Influencers, Influencer Marketing, Marketing Tips, Digital Trends, Marketing Podcast.

What if the way you measure customer support is setting your team up to fail? What if prioritizing speed is costing you real relationships? And what if the real customer experience (CX) advantage isn't more tech, but a culture where teams are actually happy to help? In this episode, Stacy Sherman and Priscilla Brooke share bold strategies to move beyond reactive service and redefine it as true customer success. You'll learn how to use employee well-being as a KPI, foster cross-functional collaboration, and implement AI in ways that enhance—not replace—your team's impact. If you're serious about creating loyalty—not just closing tickets—this conversation will change how you lead.  Learn more at   Access our FREE Customer Experience Audit Tool: Grow as a CX Professional with our numerous Book time with Stacy through this    

Mark Lamb is the unapologetically bold, newly-retired Sheriff of Pinal County, Arizona, who made national waves for bringing old-school grit and modern media savvy to law enforcement. Serving from 2017 to 2024, Lamb wasn't just a badge and a gun—he became a digital-era lawman, turning to YouTube to share raw, unfiltered police footage while regularly appearing on FOX News, Newsmax, Live PD, and 60 Days In. Known for his no-nonsense stance on border security, Lamb stepped into the political arena in 2024, launching a U.S. Senate run to replace Kyrsten Sinema—only to be edged out in a high-profile primary battle by Kari Lake. After nearly two decades of service and a reputation that stretches far beyond Arizona, Sheriff Lamb officially hung up his badge on December 31st, 2024—but he's far from done making noise. #sheriff #LEO #navyseals #sherifflamb #arizona #lawenforcement #backtheblue Subscribe to the Mike Drop Patreon Page to see Ad-Free Episodes Early + Bonus Content at https://www.patreon.com/mikedrop ---------- Support Mark Lamb - Get Your Copy of Mark's Book 'American Sheriff: Traditional Values in a Modern World' and 'American Sheriff: Rules to Live By' at https://www.sherifflamb.com/ Website - https://www.sherifflamb.com/ Instagram - https://www.instagram.com/americansheriff/ X - https://x.com/sherifflamb1 Facebook - https://www.facebook.com/sherifflamb ---------- Sponsors: C. Crane When the internet goes dark, radio still works! Order Your C. Crane CC Radio 3 today when you call C. Crane's U.S. based Customer Service at 800-522-8863 or visit https://ccrane.com/drop and use code DROP at checkout for 10% off orders over $75! ---------- Truewerk Check out the full lineup and get 15% off your first order at https://truewerk.com/mikedrop. That's 15% off at https://truewerk.com/mikedrop! ---------- BUBS Naturals The BUBS namesake derives from Glen ‘BUB' Doherty, who was heroically killed in Benghazi, Libya in 2012. In addition to remembering Glen for the patriot he is, the BUBS ethos centers around the passionate and adventure seeking life that Glen lived. BUBS Naturals products are rooted in sustainably sourced ingredients and controlled consistency to provide our customers with the highest quality Collagen Protein & MCT Oil Powder that help you feel amazing and live a fuller life. Our mission is simple. FEEL GREAT. DO GOOD. 10% always goes back to charity, helping military men and women transition back into civilian life. Go to https://www.bubsnaturals.com/mike and use code MIKE for 20% off your order. ---------- TEAM DOG FOOD, TREATS & SUPPLEMENTS Be Your Dog's Hero: Veteran-owned by a former Navy SEAL and Special Operations K9 Trainer, Team Dog provides a complete diet of science-backed premium dog food, treats, and supplements to optimize your dog's health, forged from rigorous standards and real-world expertise. https://www.teamdog.shop TEAM DOG ONLINE TRAINING Mike Ritland – a former Navy SEAL & Special Operations K9 trainer – shares his simple and effective dog training program to build trust and control with your dog. Based on Mike's bestselling book “Team Dog, Train the Navy SEAL Way”, join tens of thousands of families that successfully trained their way to a better dog. https://www.teamdog.pet SHOP ALL THE MIKE RITLAND BRANDS Get all your Mike Ritland branded gear - Mike Drop | Trikos | Team Dog https://shop.mikeritland.com/ Learn more about your ad choices. Visit podcastchoices.com/adchoices