Podcasts about HGS

This week we delve into the world of exercise physiology when we review a recent paper by Dr. Adam Powell of Cincinnati Children's Hospital on the relationship of hand grip strenth to other measures of cardiovascular and skeletal muscular health and fitness. How does hand grip strength correlate with CPET measures of exercise abilities in children? How might this inexpensive test help identify patients who might benefit from exercise therapy? Will hand grip strength one day be as ubiquitous as blood pressure in the evaluation of our CHD patients? Dr. Powell shares the answers this week.https://doi.org/10.1016/j.jpedcp.2025.200144

Back Home, One week later.By FinalStand. Listen to the Podcast at Explicit Novels.There is something worse than waking up and not knowing where you are: you could wake up and not know who you are.Note: World Events Stuff ~ aka Why things are happening in Cáel's lifeThe phone was from Iskender. His boss, Oyuun Tömörbaatar (OT), the former UN ambassador from Kazakhstan and now the informal and unrecognized UN representative and chief diplomat of the Khanate to the same august body, wanted to talk with me, immediately. OT wasn't being diplomatic at the moment, that would come later.{Now this is going to get convoluted}Any inquiries to the Khanate that didn't also include immediate official recognition of the Khanate currently were being steered my (and Hana's) way. For all the behind closed doors crap, he had me, his loyal ass-monkey mutton-head. I held faint hope that this latest meeting would work out to my benefit. For the meeting, I traveled light, only Naomi (the Amazon) and Chaz (British SRR) watched over me.Now fathers who know me, hide their daughters. I'd earned my 'scoundrel' reputation. T. Sarangerel, OT's daughter, was in the room when Iskender ushered me in. She gave me an uncertain look, I shrugged and she smiled. It took me 3 nano seconds to figure that out, OT was scoping me out as a potential son-in-law. I was in Temujin's Inner Circle and a man who he trusted (a rarity). Any union with me would strengthen OT's clan's standing in the new regime.The genetic footprint Temujin, and his immediate family collectively, had put down in the 13th and 14th centuries CE today was vast. He needed that to make his plans for the internal reorganization of the Khanate work. The old republics would go away, to be replaced by a system akin to the Byzantine 'themes, the re-organization of regions based on the recruitment of the Tumens.The Khanate was aiming for an 'Autocratic Republic' ~ a term invented in the 19th century. My use of this terminology was based on my gut instinct, Alal's host of memories involving every form of governance, and my experience with human nature. That clued me in to what Temujin was up to, his Greater Plan. He wasn't going to form a false-front government. He was going to retain the decision-making powers and do so openly, thus 'Autocratic'.He also planned to have a bicameral legislative branch. The Upper House would be based in Tumens and bureaucratic leadership, intellectual standing, religious sects, and tribal entities. This body would be based on merit, not primogeniture. The Lower, main chamber, would be a democratically-elected assembly (aka a democratic republic) that advised him on policy matters, thus 'Republic'.All the power would remain in the Great Khan's hands and would be exercised by his genetic descendants (which some geneticists estimated as being as high as 25% of the Central Asian population.) Marrying into that extended family would be easy, the 'family' itself would have a vested interesting in supporting a state that benefited them.Men and women could exercise power in the government through marriage alliances, identical to the manner Hana was working through me. Being surrounded by very populous countries in various states of belligerence, empowering women wouldn't be an issue since every willing mind and pair of hands mattered. Outsiders who shone through could be offered a spouse and brought into the ruling elite since polygamy was permissible.In the Khanate there would be universal compulsive suffrage (everyone 18+ was legally required to vote) to decide on the representatives in the new legislative body. Everyone was expected to fight, so everyone voted. It would be modeled on the Duma of early 20th century Imperial Russia. Unlike the ill-fated Tsar Nicholas II, Temujin would be much more attentive to the voice of the people, in the Information Age, he had to.Or so I hoped. I spewed forth my ideas to OT who didn't agree, or disagree with my vision. Perhaps Temujin and I did share a bond that went beyond obligation. OT then pulled a 'Pamela'."He told me he knew immediately you were his brother when you and I shared that vision," he commented out of nowhere."His words: You (Earth and Sky) are the old. He (meaning me) is the new. He (me again) will show us the way." My, that was nice, obtuse and not at all helpful. What did OT want? My good buddy, the Great Khan, wanted to cash in on Hana's and my sudden popularity. His most pressing need remained 'time'. He needed to have a cease-fire in the wings when his offensive resumed the next day.The Earth and Sky had moved, well, the Heaven and Earth to get the Tumens and their accompanying national armies up and running after only a two day respite. Thanks to me, Manchuria was a mess. The Russians had carried out my 'Operation: Funhouse' with mixed, mostly positive results.Dozens of smaller Chinese military police units along the border went, 'inactive' was the term most often used in the media. They didn't disarm, yet they didn't fight the Russians either. They sat back and let events unfold. The issue wasn't the Chinese's willingness to fight and die for their country. It was the schizophrenic government in Beijing.The PRC didn't want to wage a war with the Russian Federation at that moment. The Khanate was the priority. There were two fundamentally incompatible courses of action favored for dealing with the Russians:One large group advocated a passive Option A: let the Russians step in and shield the three remaining provinces making up Manchuria that were still in Chinese possession. Later, China would use military, economic and political means to edge the Russians out, once the Khanate was dealt with.A sizable faction favored a more aggressive Option B: play a game of chicken with Vladimir Putin. Tell the Bear not to come across the border while threatening him with a bloody and pointless (for him) guerilla war if he did intervene. Events on the ground were not providing a lot of support for that school of thought,However, this split at the highest levels of leadership left the local and regional commanders to try and muddle through as best they could. To the local commanders defending the Amur River side of the Chinese-Russian border, common sense dictated that they not oppose the Russian crossings, because the Russian 35th Army would kill them.All their military units had gone west to the Nen River line. With no heavy weapons and little air support, the People's Armed Police (PAP) (paramilitary) and the Public Security Bureau (regular police) units would be wiped out for little gain.Russia's GRU (Military Intelligence) sweetened the pot by allowing the police units to remain armed and in formation. It could be argued that they weren't even committing treason. At any time, they could throw themselves into the battle, or form the core of a resistance movement. 'Conserving your strength' had been a hallmark of the Communist Chinese struggle against the Imperial Japanese and Nationalists forces from the 1920's until 1945 and it had served them well.For the party officials, civil authorities and the People's Liberation Army (PLA), Army Air Force (PLAAF), and Army Navy (PLAN) who had gone with Option B, things weren't working out. In the north of Heilongjiang province at Morin Dawa/the Nen River line, the regional commander of the ad hoc forces facing the Khanate decided to duke it out with the Russian 36th Army as well. He was boned from the get-go.The PLAAF's overall command and control had been badly disrupted in the first few hours of The Unification War and had never fully recovered. Of the 22 air regiments that the PLAAF had started the war with in the Shenyang Military District (NE China), only 5 remained as effective formations flying, on average, a meager 20% of their original complement of advanced Shenyang J-16's, J-11's, Chengdu J-10's and Xian JH-7's aircraft.Replacing their aircraft losses meant sending up aged Shenyang J-8's (rolled out in 1980) and Nanchang Q-5's (in 1970) to fly and die in droves fighting their technologically superior Khanate foes. To add insult to injury, China's fleet of 97 Su-30MKK/MK2's (built in Russia) had suffered numerous suspicious mechanical and electronic failures, rendering them either flying coffins, or space holders in bomb-proof shelters.Furthermore, of the forces arrayed in the far north, only two of the five air regiments were responding. Two of the other three had begun displacing south into the Beijing Military District and preparing to defend the capital city. The fifth formation had another problem, North Korea (, more on that later.)In opposition to those two Chinese air regiments (roughly 60 aircraft of mixed types) stood seven complete and fresh Russian air regiments (over 400 front-line aircraft) and that didn't include the regiment and elements of the Far East Naval Aviation which was ALSO watching North Korea (, again more on that later.) The latter was of small comfort to the forces trying to hold the already compromised Nen River line.Behind those valiant troops, along the much more defensible Amur River line, the commander of the key city of Heihe sided with the Option A group and let the Russian 35th Army cross the river unopposed. By the time the PLA commanding general of the 'Nen Force' (the 69th Motorized Division and the subordinate 7th Reserve Division) figured that out, he was already in a shooting war with the Russians. So his supply lines weren't in danger, they were lost.The final indignity took place at Zalantun. The commander of the 3rd Reserve Div. had died during the attempt to recapture Zalantun. His replacement died when his helicopter was shot down as he was coming to assume command. In the absence of these officers, the divisional chief of staff told his men, including two hastily hustled forward mechanized brigades, to put down their arms. That meant 'Nen Force' was completely cut-off and surrounded.One battalion of the 36th Russian Motorized Brigade (yes, too many 36's running around) disarmed the Chinese troops while the rest, plus the 74th Independent Motorized Brigade raced for the prize, the city of Qiqihar. The last major mechanized formation of the 36th Rus. Army, the 39th MB was following them. However, instead of manning Qiqihar's defenses, the Chinese garrison in that city was waging war on its own populace.It wasn't only in Qiqihar; chaos reigned throughout Heilongjiang province. The Provincial Head of the Communist Party, Wang Xiankui, supported Option A. The Provincial Governor, Lu Hao, went with Option B. Both figures were rising stars in the PRC. Wang had ordered the still forming Reserve Divisions and the PAP units to disperse, thus avoiding any untimely confrontations with the Russians.Lu, without consulting Wang, ordered the same forces to launch a violent crackdown on all dissident forces, specifically all racial minorities. (It turned out that Lu was also a member of the Seven Pillars and his witch-hunt was aimed at getting the Earth and Sky organization operating in Heilongjiang).For the men and women on the other end of those phone conversations, there was no 'right' answer. Lest we forget, their organizations were already degraded by the Anthrax outbreak. Both men were powerful and represented China's future leadership, so if the person in charge at the ground level obeyed the wrong one, they could be assured of being roasted by the other.Some did try to do both, repress and disband at the same time. That meant that in the process of making mass arrests among an already war-fearful and plague-fearful populace, the law enforcement infrastructure began disintegrating.The problem with Lu's/7P's plan was that there was no 'revolutionary' organization to round up. That wasn't how the Earth and Sky operated in North-East China. They remained in tiny sabotage and reconnaissance cells. While they were scurrying for cover from the police crackdown, an opportunity presented itself.The afflicted minorities were getting furious with their treatment. These minorities saw themselves as loyal Chinese, yet they were being dragged out into the streets, put in detentions centers and (in a few cases) summarily executed. Being less than 10% of the overall population, resistance had never crossed their minds. It seemed all that those defenseless people could do was pray for Russian intervention forces to arrive.Within that mix of fear, betrayal and rage, the E and S discovered a way to start the dominos falling. The small, well-armed and well-trained E and S cells began ambushing police detachments. Weapons from those dead men and women were turned over to the pissed off locals before the cell went off to stalk the next police unit.Wash, rinse and repeat. It became a perverse and bloody case of wish fulfillment. Lu and the 7P's had been looking for an insurrection and they started one. Even though a miniscule portion of the population was involved, from the outside looking in, it reinforced the Putin Public Affairs initiative that portrayed Putin (and his army) as coming in to restore order to a collapsing civil system, which he was helping disrupt.From Moscow, the PRC's indecisiveness looked like Manna from Heaven. For the massive numbers of Russian soldiers riding through the Manchurian countryside, it felt like they were rolling into Arkham Asylum. Unlike the NATO countries' professional armies, Russia remained a largely conscript force whose normal term of service was only one year. These unseasoned troops could never tell if the local military, military police and police would attack until they rolled up on the Chinese units.At the start of that Day One of Operation: Funhouse, the Russian ROE (Rules of Engagement) was 'Ask and Verify'. It was tactically advantageous for the belligerent Chinese forces to lie about their intentions, then begin shooting at the Russians when they got close enough to hurt them. By Day Two, the standard front-line Russian soldier had adjusted that ROE to 'if they look at us wrong, light their asses up'. By Day Three, the officers had stopped trying to enforce Moscow's ROE orders.That was fine for the combat and rear echelon support troops because both the Chinese and Russian governments had another series of problems and they all centered around Pyongyang and Kim Jong-un's declaration that North Korea would intervene as well, without letting anyone know who he was 'intervening' against. To keep everyone guessing, the North Korean' People's Army was massing on all three borders, facing off with the PRC, Russia and South Korea. To prove his diplomatic intentions, Kim pledged to only mobilize half of his reserves, merely 4,250,000 extra men and women to go with his 950,000 strong standing army.It didn't take a military, or economic genius to realize the North Korean's chronically 'near death' economy was stampeding off a cliff. The Democratic People's Republic of Korea (DPRK) was in the middle of an oil crisis and Kim was increasing their fuel consumption by 400% while decreasing his workforce by 10%. To put it in perspective, the US unemployment was around 6%. Now imagine that in one week's time it would become 26%. One week, no severance packages. Would the population become unsettled?But wait, it gets better. The Secret War was colliding with the Real World in more places than Manchuria. Setting aside the assassination attempt (Grrr) of Hana Sulkanen, my fiancée, six Nipponese elders (two women and four men) appeared in the personal quarters of the Japanese Prime Minister on the first full night of 'Funhouse' and relayed their urgent requests.Those six were the Head of the Six (formerly Seven) Ninja Families and they were there at, my urging. Cause I'm an idiot and requiring the deaths of Romanians in my personal crusade obviously wasn't enough. Now I was asking the Japanese Defense Forces (JDF) to pony up as well. So take a deep breath and put on the hip-waders.You might be wondering why I would want the JDF, see, there was part of Operation: Funhouse that was hitting a predictable snag, namely the Korea People's Navy Force (KPNF) and the uncertain determination of the PLAN:The KPNF's vessels were rather old, small and crappy. They also had a love affair with anything that could launch a torpedo and they listed over 700 of these floating deathtraps (only 13 of which could be classified as surface warships) and the fanatical crews to take them into battle.The PLAN's numbers were far more realistic and the fleet generally more modern. Only their North (18 surface warships) and East Fleets (22 plus 5 'elsewhere') could play any role in an upcoming FUBAR, and both fleets were heading out to sea, mainly to avoid the sporadic, but increasingly effective Khanate air strikes.The FU to be BAR'ed was the Russian Far East Fleet (RFEF) (6 warships strong, ) that had seized on this crazy idea (per my suggestion) to sail south, around the Korean peninsula so they could land elements of the 55th Guards Red Banner Marine Brigade (the 165th Marine Regiment and the 180th Marine Tank Battalion).Theoretically they were going to be the 'Southern Shielding Force' that would interpose itself between the Khanate and Beijing. It should surprise no one that the RFEF's flotilla was unequal to the task of taking their destination, the port of Qinhuangdao, by amphibious assault. Fortunately for the Gods of War (which did not include me), there were five other navies involved.Meanwhile, South Korea was having kittens because their always crazy northern kin were slathering on the insanity. (In how many Buddhist countries do people flock to the temples and pray that their neighbor attacks someone, anyone else, but them? That wasn't a religious conundrum I wanted to deal with.) N.Korea mobilizing meant S.Korea had to mobilize, which sucked down on their GNP as well.Besides, N.Korean dams and coal-powered plants kept the lights on in Seoul. Erring on the side of caution, the S. Korea (aka Republic of Korea, ROK) Army suggested calling up only one million of their three million person reserve force in order to assure Cousin Kim that this was a purely defensive gesture. It didn't work. Kim Jong-un castigated the ROK for antagonizing him, despite his declaration that he 'might' feel like invading the South in the immediate future.Into the emerging crisis, the ROK Navy could sortie nineteen small surface ships. Japan's Navy wasn't up to its old imperial standards, but could still deploy 45 surface warships. The 800 lb. gorilla in the room was the core of the 7th Fleet stationed at Yokosuka, Japan, the USS carrier George Washington and her 14 escort vessels.If the George Washington was the gorilla, RIMPAC 2014 was King Kong. 22 nations, 50 ships, including the USS carrier Ronald Reagan were engaged in war games in the Central Pacific. With them were 5 vessels of the PLAN, had Kim Jong-un just kept his mouth shut, this wouldn't have been an issue. Hell, if the Khanate had not come into existence and launched its Unification War, but he had and they did,To show the US was taking this escalation seriously (without tipping their hand that they knew about Funhouse, Carrier Strike Group One (CSG 1) (the Carl Vinson +10) was rushing across the Pacific from San Diego. CSG 3 (the John C. Stennis +2) was being assembled hastily so that they could rendezvous with CSG 1 ASAP. So many brave souls running toward the danger, sometimes I hate myself.So now does it make sense that I found myself in a room with a US Senator tasked with riding herd on me?Anyway, there were the other three navies still unaccounted for, Taiwan / the Republic of China (ROC) (22 surface ships), Vietnam (7) and the Philippines (3). Taiwanese involvement was easy to explain, the PRC refused to acknowledge them as an independent country and probably never would.The Vietnam People's Navy was tiny in both numbers and tonnage. Five of the vessels were 1960's Soviet frigates. What Vietnam did have was a huge grudge against the PRC. The PLA invaded Vietnam in 1979 and devastated the northernmost provinces, killing as many as 100,000 civilians.The PLAN had walloped the VPN in 1974 (technically South Vietnam) and again in 1988. Out in the South China Sea were two island archipelagos; the Paracel (occupied by a small PLA garrison and claimed by the PRC, Vietnam and the ROC) and Spratlys Islands (disputed by Brunei, Malaysia, Philippines, the PRC, the ROC, and Vietnam).The Philippines had a grand total of three frigates (all between 50 and 70 years old). 99% of the time, they faced a hopeless struggle enforcing Philippines' South China Sea claims, except they were now experiencing that 1% where the PRC found itself in a life and death struggle. Even then, the PLAN's South Sea Fleet was hands-down the biggest player with 26 surface warships centered on the Carrier Liaoning.Except (and there always seems to be an 'except') virtually all the PLAN's naval aviation had gone off to fight the Khanate and it wasn't coming back, ever. In the air, the Philippines was next to useless. What did they have of offer in the struggle for the South China Sea? Bases. The ROC and Vietnam had much more to bring to the table.The Vietnamese People's Liberation Air Force (VPLAR) had about 50 front-line aircraft and 175 nearly obsolete models ~ the same models the PLAAF was now piloting. The ROC Air Force could put up 325 almost-new fighters that were now superior to their opponents on the mainland. Why would I give a shit?Things cascade. The Khanate Air Force took a two-day long deep breath as Putin's 'Policeman that only looks like an invading army' started their intervention. Forty-eight hours later, the Khanate started the fourth stage (the first lunge, defeat the PLA's counter-attack then the second lunge) of the campaign.Their initial air power was still skating on thin ice where maintenance was concerned. They need more time to thoroughly rest their pilots and bring all their top-flight equipment to 100% working condition. Against them, in two days the PLAAF's assets increased by over 250 fighters.In turn, the Khanate had added their constituent state air forces plus nearly 80 new cutting edge air planes and 25 drones. Phase Four saw rolling airstrikes all along the forces massing in front of the northern and central Tumens. For a few hours, the PLA thought they knew what was going on.They were wrong and this was where my meeting with OT came in. Jab with the right, cut them down with the left. The left in my case was Tibet. Yeah, Tibet. Economic value = not nearly enough. From the very start of the war, a small number of seemingly inconsequential air strikes had seriously eroded the PLA and PLAAFs combat power in the Tibetan Plateau while leaving the roads, bridges and towns intact.Common military logic dictated that the Khanate had to punch their way further east into Qinghai (to the south) and Gansu (to the north) provinces. That was where the population and industry where. Farther east were even greater numbers of people and factories and the Khanate forces in the North hadn't been strong enough to threaten to cut off the Qinghai-Gansu front. Then the Russians showed up and the Khanate forces threatening that flank doubled overnight.The PLA hastily reinforced their northern flank, using troops from their strategic reserves. The move resulted in incredible attrition by airpower to the freshly equipped formations. The PLA was about to get flanked, but not from the north. Southwest of Qinghai was Tibet. A third of the Khanate's mobile forces now swept around in a huge left haymaker to the south.My job? I needed the 'Free Tibet' forces in the US and UK to provide public and moral support to the Khanate move. As Khanate Special Forces seized crucial bottlenecks in Tibet, they needed the locals to keep their 'liberators' informed of PLA presences and undermine any attempt to create a guerilla movement.The five Tumens dedicated to being the Schwerpunkt (point of maximum effort) of this flanking maneuver were going to be on a tight timetable if they were going to surround the PLA forces in Central China.My plan was to convince the Tibetans that the PRC's 55 years of occupation was coming to an end and the Great Khan wanted to sign a 'Treaty of Mutual Respect' (my invention). This would require both the Khanate and Tibet to recognize each other's right to exist the moment a cease-fire was reached. That was it. No 'armed presence', or 'mutual defense' agreements.The treaty would be formally signed in Lhasa, the Tibetan capital, when the city was safe ~ as determined by the Central Tibetan Administration (the Tibetan Government in Exile, CTA). Riki came up with an additional sweetener and proved she was quickly adjusting to our group's extra-governmental capabilities.

Cuma Raporu #341​ podcastimizde, geçtiğimiz haftanın öne çıkan haberlerini derledik. Bakalım bu hafta neler olmuş? 00:00 Türkiye gündemi 15:17 Ünlü Oyun Bilgisayarı Markası ERAZER Türkiye'de https://hwp.com.tr/unlu-oyun-bilgisayari-markasi-erazer-turkiyede-292109 28:38 Comnet sorunlar ardından hizmetini sonlandırdı. Turknet'e geçiş kolaylığı https://hwp.com.tr/comnet-kapandi-mi-comnet-internet-ne-oldu-292167 54:11 Anadolu Sigorta ve HGS uygulamalarında yetkisiz bildirim https://hwp.com.tr/anadolu-sigorta-hacklendi-sigortam-cepte-hacker-291961 59:53 Xiaomi Redmi Note 14 serisi global çıkışını gerçekleştirdi https://hwp.com.tr/redmi-note-14-pro-ve-pro-plus-ozellikleri-fiyati-291983 01:08:11 OpenAI Sora ve kamera kullanım özelliği kullanıma açıldı https://hwp.com.tr/openai-sora-nasil-kullanilir-nedir-ucretli-mi-291985 01:10:19 Google Gemini 2.0 tanıtıldı https://hwp.com.tr/google-gemini-2-0-tanitildi-ozellikleri-neler-292236 01:17:27 iOS 18.2 çıktı. Apple Intelligence'a yeni özellikler https://hwp.com.tr/ios-18-2-cikti-apple-intelligence-ozellikleri-292207 01:18:58 YouTube'a Dublaj Geliyor https://hwp.com.tr/youtube-yeni-dublaj-ozelligi-ses-getirecek-292173 01:27:42 Xiaomi YU7 görücüye çıktı https://hwp.com.tr/xiaomi-yu7-yeni-suv-tanitildi-gorselleri-291896 01:35:06 The Game Awards Ödülleri Sahiplerini Buldu

Breaking Into Cybersecurity Leadership with Phani Dasari In this episode of Breaking into Cybersecurity, join host Christophe as he interviews Phani Dasari, the Global CISO at Hinduja Global Solutions (HGS). Phani shares his remarkable journey into cybersecurity, from his early days in the United States during the 2008 recession, to his pivotal roles at EMC, RSA, ADP, TikTok, and HGS. He delves into valuable insights on navigating and succeeding in the cybersecurity industry, emphasizing the importance of personal branding, continuous learning, and people management skills. This episode offers actionable advice for aspiring and current cybersecurity professionals on developing a broad skill set, pursuing career advancements, and effectively leading teams in a dynamic and challenging field. Sponsored by CPF Coaching LLC - http://cpf-coaching.com The Breaking into Cybersecurity: It's a conversation about what they did before, why did they pivot into cyber, what the process was they went through Breaking Into Cybersecurity, how they keep up, and advice/tips/tricks along the way. The Breaking into Cybersecurity Leadership Series is an additional series focused on cybersecurity leadership and hearing directly from different leaders in cybersecurity (high and low) on what it takes to be a successful leader. We focus on the skills and competencies associated with cybersecurity leadership and tips/tricks/advice from cybersecurity leaders. Check out our books: Develop Your Cybersecurity Career Path: How to Break into Cybersecurity at Any Level https://amzn.to/3443AUI Hack the Cybersecurity Interview: Navigate Cybersecurity Interviews with Confidence, from Entry-level to Expert roles https://www.amazon.com/Hack-Cybersecurity-Interview-Interviews-Entry-level/dp/1835461298/ Hacker Inc.: Mindset For Your Career https://www.amazon.com/Hacker-Inc-Mindset-Your-Career/dp/B0DKTK1R93/ _________________________________________ About the hosts: Renee Small is the CEO of Cyber Human Capital, one of the leading human resources business partners in the field of cybersecurity, and author of the Amazon #1 best-selling book, Magnetic Hiring: Your Company's Secret Weapon to Attracting Top Cyber Security Talent. She is committed to helping leaders close the cybersecurity talent gap by hiring from within and helping more people get into the lucrative cybersecurity profession. https://www.linkedin.com/in/reneebrownsmall/ Download a free copy of her book at magnetichiring.com/book Christophe Foulon focuses on helping to secure people and processes, using a solid understanding of the technology involved. He has over ten years of experience as an Information Security Manager and Cybersecurity Strategist. He is passionate about customer service, process improvement, and information security. He has significant expertise in optimizing the use of technology while balancing the implications for people, processes, and information security through a consultative approach. https://www.linkedin.com/in/christophefoulon/ Find out more about CPF-Coaching at https://www.cpf-coaching.com - Website: https://www.cyberhubpodcast.com/breakingintocybersecurity - Podcast: https://podcasters.spotify.com/pod/show/breaking-into-cybersecuri - YouTube: https://www.youtube.com/c/BreakingIntoCybersecurity - Linkedin: https://www.linkedin.com/company/breaking-into-cybersecurity/ - Twitter: https://twitter.com/BreakintoCyber - Twitch: https://www.twitch.tv/breakingintocybersecurity

Quinn has found himself at the top of the BB mountain, following the ouster of Tucker. With Kimo, Rubina, and Joseph on the block, ironically the three votes to save Tucker, who will be sent home this week? Will a guy vote make the hypothetical all-female alliance that much more of a reality? Will the HGs reunite the lovebirds by sending home Rubina to her new man Tucker? Find out FRIDAY NIGHT as Jim Early and Missyae Productions present another edition of the Missyae Podcast: Big Brother 26 Recap Show!

This episode features an interview with Jennifer Peters, the Director of DTC, Martech, and Digital Compliance at OLLY. Jennifer has deep expertise in eCommerce and Martech, with extensive experience across marketing, technology and business development. At OLLY, she champions the fusion of technology and marketing for top-notch digital experiences. In this episode, Jennifer emphasizes the importance of fusing technology and marketing to replicate the in-store experience online. She discusses the unique challenges and strategies involved in selling OLLY products, especially new and complex categories like Adaptogens. The conversation also covers how AI is utilized for efficient product replenishment, the critical role of customer feedback in shaping product development, and trends in CX that are reshaping the industry. Tune in for insights on creating exceptional digital experiences and driving customer satisfaction.Quotes*”The key to optimization is, did we do the best we could do when we built this landing page? Because what we're seeing here is that there could be some tweaks here that could make it better. And for us, that is a little bit beyond the triage of like, ‘Oh man, this is really broken,' to, ‘How can we just make sure this is the best we can put out here?'”*”Especially when you're looking at design, which is an art form, it's beautiful. You want it to be beautiful. Sometimes beautiful doesn't drive conversions. Sometimes customers just want clear.  And they want clean. And they want to understand exactly what to do when they hit that page. And sometimes that isn't beautiful and that can be really challenging.”*”If we can't make our customer happy, what are we doing? Like, if we're building products around profitability and not around customer use, what are we doing? At the end of the day, everything you have to do is for your customer.”*”Why did we make this decision? Like, what was the motivation for that? Was it because that's what customers want or was it something else? And when it's something else, you have to take the time to unpack that, address it, and figure out how to pivot that closer to, ‘But what would a customer want?' And also understanding that you are never your customer. That's like the number one rule in marketing. There's always bias around you think that you're the customer. You are never, ever, ever the customer. The way you use your website is never the way a customer uses your website. And don't even think for a second that it is. You can't do that.”*”For us, it starts with efficacy, and it starts with, ‘Does this solve a problem that people have?' That's the very first thing you can do. And you have to make good products. You have to make products that work. That is the foundation of creating that trust, is we can promise you that our product works and that it's good and it will make you better. So that I think is really, really important. But then building on that, it's the consistency over time that I think builds the trust and not only with the product and the product quality, but with the experience, with the interactions.”Time Stamps[0:01] Meet Jennifer Peters, Director of DTC, Martech, and Digital Compliance at OLLY[1:09] The Fusion of Technology and Marketing[1:21] From Brick and Mortar to Digital: Jennifer's Journey[1:53] Replicating In-Store Experience Online[2:20] Understanding Customer Behavior and Analytics[4:08] Educational Marketing at OLLY[6:10] Trends in Digital Customer Experience[8:20] Balancing AI and Human Interaction in Customer Service[9:53] Optimizing Website Performance[12:27] Measuring Customer Experience and Satisfaction[15:53] AI-Driven Product Replenishment[18:24] Challenges of Integrating Online and Offline Retail[19:30] Understanding Customer Behavior with In-Store Tech[20:23] Subscription Cancellations and Customer Retention[22:06] Creating an Amazing Digital Customer Experience[25:16] Focusing on the End Customer[28:05] Building Trust Through Product Efficacy[32:25] The Future of Customer Experience at OLLY[0:01] Meet Jennifer Peters, Director of DTC, Martech, and Digital Compliance at OLLY[1:09] The Fusion of Technology and Marketing[1:21] From Brick and Mortar to Digital: Jennifer's Journey[1:53] Replicating In-Store Experience Online[2:20] Understanding Customer Behavior and Analytics[4:08] Educational Marketing at OLLY[6:10] Trends in Digital Customer Experience[8:20] Balancing AI and Human Interaction in Customer Service[9:53] Optimizing Website Performance[12:27] Measuring Customer Experience and Satisfaction[15:53] AI-Driven Product Replenishment[18:24] Challenges of Integrating Online and Offline Retail[19:30] Understanding Customer Behavior with In-Store Tech[20:23] Subscription Cancellations and Customer Retention[22:06] Creating an Amazing Digital Customer Experience[25:16] Focusing on the End Customer[28:05] Building Trust Through Product Efficacy[32:25] The Future of Customer Experience at OLLYAbout our guest, Jennifer PetersJennifer Peters, an eCommerce and Martech pro at OLLY, drives their direct-to-consumer business growth. She champions the fusion of technology and marketing for top-notch digital experiences. With extensive experience spanning marketing, tech, and business development in eCommerce, she's a passionate CPG aficionado.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksRead the official OLLY case study, "How OLLY increased website revenue by +20% using Contentsquare"Check out the Zenni case study "How Zenni increased conversions by 3.5% and recovered $15M in revenue with homepage optimization." Connect with Jennifer on LinkedInLearn more about OLLYCheck out HGS

In today's episode of Psych Talk I speak with Meagan Clark, LPC, NCC about Human Giver Syndrome, this concept that a certain class of humans, generally women, are expected to devote all of themselves to the service of others. Meagan first discusses her journey into specializing in women's health and defines for listeners what Human Giver Syndrome (HGS) is. She then discusses how HGS is perpetuated in our society and the impact it has on mental health. Meagan covers what a feminist approach to therapy is and how those experiencing HGS benefits from this approach. We end the episode with Meagan providing words of advice and encouragement for anyone experiencing HGS. Connect with Meagan: Website: www.hertimetherapy.com Instagram: @hertime_therapy  Email: mclark@hertimetherapy.com Resources mentioned in this episode:The Hidden Culprit Behind Women's Mental Health Challenges – Human Giver Syndrome Explored Empower Yourself: Five Strategies to Overcome Human Giver Syndrome and Reduce Burnout Burnout: The Secret to Unlocking the Stress Cycle  Down Girl: The Logic of Misogyny  Connect with Me: Follow me on IG ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@jessicaleighphd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Follow the podcast on IG ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@psych.talk.podcast⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Follow me on TikTok ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠@jessicaleighphd⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Follow me on ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Youtube⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠  Follow me on Threads ⁠⁠⁠⁠⁠@jessicaleighphd⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Welcome to Group Therapy Podcast⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Join my Facebook community: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Grow Through What You Go Through⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Ways to Work With Me: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Mind Over Matter⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LGBTQ+ Affirming Masterclass⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Be a guest on my podcast⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Resources: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Anti-Racism Resources⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LGBTQ+ Affirming Resources⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠The Helping Professional's Guide to Boundary Setting⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Intro/Outro Music ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Life of Riley⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ by Kevin MacLeod ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Music License⁠⁠⁠⁠⁠⁠⁠⁠

This episode features an interview with Dr. Eric Trepanier, Chief Strategy & Customer Officer at ODAIA, a SaaS company that leverages AI to ingest multiple data sources and empower marketers and sales reps to optimize their segmentation, targeting and execution to maximize sales. Eric holds a Doctor of Pharmacy degree and has over 20 years of experience in the industry. He contributes to the overall strategy and growth of ODAIA, leveraging his extensive experience in healthcare, technology, and business operations. And he plays a key role in promoting ODAIA's AI-powered platform, MAPTUAL, which helps pharmaceutical companies prospect, qualify, and engage healthcare professionals (or HCPs). In this episode, Eric explores how ODAIA uses AI and its advanced platform, MAPTUAL, to revolutionize customer engagement in the pharmaceutical industry. He shares insights from his 20+ years of experience in healthcare and business operations, highlighting the importance of personalized customer experiences, the shift from traditional to digital interactions, and the role of customer science. He also delves into how AI and machine learning contribute to better targeting and execution, ultimately facilitating faster access to life-changing treatments for patients.Quotes*”It's all about being obsessed with the customer. If you're not solving challenges for the customer, your platform and your business just won't work. So it's really about having that obsessive focus on the customer.”*”I think the obsessive focus on delivering value to the customer and doing it in a data-driven way is what's allowed us to be successful and deliver some of the value that we've delivered to our customers. And ultimately, the key benefit that we really focus on is making sure that patients are able to get access to those life-changing drugs faster than they would have otherwise.”*”Our goal is to not be a business intelligence tool, to be a tool that only provides that information they need in order to make those decisions to more effectively engage their customers.”*”Trust is so important. As we got into this space and worked more with our pharma customers, so many of them were skeptical because they didn't want a black box AI or ML machine that they didn't understand. And if they saw results coming out of it that were different from what they expected, that trust was eroded really, really quickly.”*”We're on the lookout for other technologies as well that can continue to add value to our customers. One thing we won't do is use technology for technology's sake. We're still very focused on giving patients access to those life-changing drugs and we'll use technology as appropriate to deliver on those goals.”Time Stamps[0:01] Meet Dr. Eric Trepanier and ODAIA[1:31] Eric's Background in Pharma[2:41] Understanding Customer Experience in Pharma[4:20] Changes in the Pharma Industry[7:16] Trends in Customer Behaviors and Preferences[8:25] Customer Science and ODAIA's Approach[9:46] Disrupting the Pharma Industry[14:43] The Role of AI in Customer Experience[15:54] MAPTUAL: Enhancing Digital Customer Experience[30:19] Balancing Human Interaction and Automation[33:52] Future of Customer Experience in PharmaAbout our guest, Dr. Eric TrepanierDr. Eric Trepanier is a seasoned executive with broad experience in business operations, corporate leadership, investment management, and entrepreneurship. He is currently Chief Strategy & Customer Officer of ODAIA Intelligence, a SaaS company that leverages AI to ingest multiple data sources and empower marketers and sales reps to optimize their segmentation, targeting and execution to maximize sales.Previously from 2018-2022, Eric was EVP and GM of Medicx Health, a data-driven healthcare company that delivers multi-channel media to Micro-Neighborhoods® with specific patients. He was responsible for the business P&L, while leading most teams, including sales, marketing, business operations, performance analytics, strategy and digital media. When he joined, he led a transformation of the culture that provided the foundation to stabilize revenue, and return it to strong double-digit growth as he left.From 2012-2018, Eric took on increasing responsibility at WebMD where he ultimately built and led a multi-functional team doing strategic sales, competitive intelligence, business intelligence, market research, statistical analyses and data-driven marketing. The team was focused on helping the company deliver on its sales objectives by leveraging 1st and 3rd party data and analytics to develop and support the value story.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Eric on LinkedInLearn more about ODAIACheck out HGS

This episode features an interview with Aleks Bass, Chief Product Officer at Typeform, the web-based platform you can use to create anything from surveys to apps, without needing to write a single line of code. Aleks has over 18 years of experience in product marketing, product management and consumer insights in B2B SaaS and D2C. In her current role as Chief Product Officer, she leads product management, design, research, and product operations. Her priority is creating user-centric digital solutions. Aleks has previously held leadership roles at Momentive, Adobe and Qualtrics, which has since been acquired by SAP. In this episode, Aleks shares her insights on how product and product marketing can enhance customer experience. She discusses the importance of aligning product management with consumer insights, the role of design in digital CX, and trends in customer behavior. Aleks elaborates on Typeform's new product, Typeform for Growth, which aims to boost customer acquisition using AI. The conversation also touches on measuring digital customer experience, the balance between automation and human interaction, and the significance of diversity in tech leadership. Finally, Aleks discusses Typeform's future vision of creating a holistic customer experience and the essential role of AI in achieving this goal.Quotes*”Good design for me in digital CX is intuitive, accessible, and empathetic. But the number one thing it has to absolutely do is be usable. So I prioritize usability over anything that's new, aesthetically pleasing, keeping up with the trends, et cetera. Design's ultimate role is to anticipate user needs and remove friction points from the experience and remove them from having blockages in their ability to do the things that they need to do.”*”There is a difference between asking people for feedback and truly understanding what they're saying to you in the context of what their broader pain points are versus asking for feedback and taking that feedback at face value. Because if I don't understand the pain points that you personally experience, I might interpret the feedback that you're giving me differently, and I might not be solving for the true challenge that you are facing. Whereas if I deeply understand  a marketer's workflow, what tools they're using, how they're using those tools, the gaps in those current tools, what they wish they could do, how certain tools are not playing nicely with other tools, it allows me to create solutions that are actually much more adaptable to their individual use cases. And so that's the piece within customer centricity, customer experience, and strategy that I feel like is really critical to create better experiences for our customers.”*”There's no shortcut in trying to figure out and learn about your customers. You have to do the work and you have to spend the time and you have to engage in the most effective way to get the most insight out of their patterns and pain points and challenges.”There's no shortcut in trying to figure out and learn about your customers. You have to do the work and spend the time and to get the most insight”.*”A gap in the customer experience is when automation serves the company, not the customer. Automation should ultimately keep people at the center. Yes, it can help companies improve efficiency. I think we all can see the benefits of that. But if it is hurting your customer experience, then that's a negative outcome for your business ultimately.”Time Stamps[0:01] Meet Aleks Bass, Chief Product Officer at Typeform[0:56] Connecting Product Marketing to Customer Experience[4:04] Designing for Digital Customer Experience[5:44] Trends in Customer Behavior[7:03] Introducing Typeform for Growth[9:22] Enhancing Lead Generation with AI[11:49] Fostering Exceptional Digital Customer Experience[27:59] Personalizing Customer Experience[33:18] Building Trust and Measuring Success[36:55] Balancing Automation and Human Interaction[39:22] Positive Customer Experience Examples[44:09] The Importance of Diverse Perspectives[46:03] Future of Typeform and TechnologyAbout our guest, Aleks BassAleks Bass is a product leader with an 18+ year career that includes product management, product marketing, and consumer insights for both B2B SaaS and D2C self-serve products. As the Chief Product Officer at Typeform, she leads product management, design, research, and product operations, steering a talented team to create innovative and user-centered digital solutions. Her role encompasses driving strategic product development from concept to market delivery, shaping the future of digital experiences. She is passionate about transforming ideas into impactful products that enhance the way we interact with data and information. By leveraging AI and expanding their communication formats, she aims to elevate Typeform's offerings and push the boundaries of interactivity within their platform.Her prior experience includes product leadership roles with Momentive, where she led a 15-member product organization, with overall responsibility for a product portfolio including SurveyMonkey, Wufoo, SurveyMonkey Apply, and SurveyMonkey Audience, that drove $500M in 2022 revenue. She has also held leadership roles at Adobe, Workfront (acquired by Adobe), Qualtrics (acquired by SAP), and product consulting to three startups – two that were acquired by Google and Walmart, and one that IPO'd. She has had success in building and managing high-performing teams, coordinating cross-functional collaborations, and driving revenue that has included a three-year growth from $10M ARR to >$55M.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Aleks on LinkedInLearn more about TypeformCheck out HGS

The Summer is officially here and Chiara King is dedicated to having a Hot Girl Summer. On this episode of King of Hearts she shares her ideal HGS activities (we're talking beach trips, clubs and never stopping!). Chiara also shares her travel itinerary for the Summer and answers your listener-submitted questions about everything from solo trips to working on yachts, summer romances and using the sunny season for some personal healing. Don't forget to subscribe and keep in the loop every Wednesday! Follow King of Hearts by Chiara King Instagram: @kingofheartspod TikTok: @kingofheartspod YouTube: @kingofheartsbychiara Learn more about your ad choices. Visit megaphone.fm/adchoices

This episode features an interview with Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC. Shep is a New York Times and Wall Street Journal bestselling author, and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. He has helped companies like American Airlines, AT&T, and American Express build loyal relationships with their customers and employees. And in this episode, Shep shares insights on creating memorable customer experiences in a digital-first world. He discusses the importance of prompt, personal, and positive customer interactions, leveraging AI to enhance the customer experience, and the significance of both digital and human elements in customer service. Shep also explains his five-step process for handling customer issues—acknowledge, apologize, resolve, own, and act with urgency. He highlights the changing dynamics of customer loyalty programs, the impact of business decisions on customer loyalty, and the importance of employee experience in delivering exceptional customer service. The conversation delves into various aspects of CX, including self-service options, the dangers of commoditization, and the future trends in customer experience.Quotes*”I call it the customer hierarchy of needs. This is what companies want customers to experience. At the base of that pyramid, just like Maslow's Hierarchy of Needs, you have products that do what they're supposed to do. But as you move up to the tip of the pyramid, you eventually get to fulfillment and emotional connection. And when you are emotionally connected to the brand, then you feel like, ‘Why would I want to go anywhere else? Why would I take a chance on anywhere else? I love the way this brand makes me feel.' That's emotion.”*”For AI to be effective, the customer has to enjoy the experience. In order to get the customer to enjoy the experience, sometimes you have to tell the customer that the experience is even there to begin with.”*”The Ikea effect, which has been around, is basically that somebody that puts together their own furniture feels more pride in it. So when a customer resolves their own issue, thanks to AI, They feel really good when an agent is able to use this type of technology to create a better experience for the customer. They feel great as well.”*”A part of customer experience is also being able to do damage and risk control. Number one, we must acknowledge the problem. Number two, we must apologize. And by the way, you can apologize first and acknowledge second. I don't care. As long as those two things start the conversation. Number three, understand what the problem is. You may have to ask questions, but you get to a point where you discuss the resolution. Either you're fixing it on the spot or you're discussing what's going to happen. Number four, the attitude that you must show that customer is one of you owning the situation, even if you're not in it. If you're not even the person that might take care of it, at least at that moment, you've got to make this customer feel like you're in control. And then finally, you act with urgency. Speed is really important. You need to get to the resolution as quickly as possible,”*”It's a byproduct of what happens when you start to go into a company and try to create a better product: Customer experience. You have to focus on your employee experience at the same time. And oftentimes a byproduct of working on an overall customer experience is employees become more fulfilled and you'll see turnover drop as a result. That's a very powerful thing because number one, you don't have to hire new people. And the cost of hiring and training is so high sometimes that it really makes financial sense to even try to barely impact the experience because the benefit to the internal experience is so strong.”Time Stamps[0:44] Spotlight on Shep Hyken: CX Visionary[1:43] Diving Into Shep's Book: I'll Be Back[3:33] The Power of Customer Loyalty and Experience[6:45] Shep Hyken's Journey into Customer Experience[8:09] Exploring the Evolution of Customer Experience[11:13] The Impact of AI on Customer Experience[13:14] Navigating Customer Experience in the Digital Age[22:03] Shep's Five Steps for Handling Customer Issues[24:59] Mastering Customer Service: A Real-Life Example[32:48] The Power of Customer Loyalty Programs and the Impact of Changes[36:39] Shep Hyken's Influence and Insights on Customer Experience[41:34] Predicting the Future of Customer Experience[44:15] Magic in Customer Experience[46:33] Shep Hyken's Impact on CXAbout our guest, Shep HykenShep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of "Amaze Every Customer Every Time," "Moments of Magic ," "The Loyal Customer," "The Cult of the Customer" and "The Amazement Revolution." He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset.In 1983 Shep Hyken founded Shepard Presentations and since then has worked with hundreds of clients ranging from Fortune 100 size organizations to companies with less than 50 employees. Some of his clients include American Airlines, AAA Anheuser-Busch, AT&T, AETNA, Abbot Laboratories, American Express - and that's just a few of the A's!Shep Hyken's most requested programs focus on customer service, customer loyalty, internal service, customer relations and a motivational program titled "You Are The Magic!" He is known for his high energy and entertaining content-rich presentations.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Shep on LinkedInLearn more about Shepard PresentationsConnect with Sohaib on LinkedInCheck out HGS

This episode features an interview with Christian Mitchell, EVP & Chief Customer Officer at Northwestern Mutual. Christian works to elevate the customer experience and deliver bold solutions to set Northwestern Mutual ahead of its competitors. And over his 18-year tenure at Northwestern mutual, he has served in a variety of leadership roles, including as president of their Wealth Management Company when he managed $129 billion in client assets. Host Sohaib Ahmed discusses with Mitchell his journey and various roles at Northwestern Mutual over 18 years, alongside his insights into building memorable customer experiences. They delve into how Northwestern Mutual integrates technology to enhance customer experiences while maintaining a human-centric approach. Mitchell shares his perspective on the evolving customer expectations, the future of customer experience (CX), including the potential impact of generative AI, and the significance of consistency in delivering great CX. Additionally, the importance of data privacy, the challenges of implementing new technologies, and the role of storytelling in reshaping company culture towards more client-centric values are covered.Quotes*”The financial services marketplace is complex. I really think you need to understand that holistic landscape in order to take all of that and fashion it into an incredible client experience. If you don't have that holistic understanding of the system and how we create value and what clients need, it's easy to default to designing experiences indexed on efficiency, or maybe client experiences that index on regulatory adherence, but not actually creating something that's really incredible and delightful for the client.”*”On metrics, it's really evolved. When we started the CX journey, it was really focused on CSAT, NPS, those really big aggregate numbers that are easy to compare across companies. As time has gone on, I've become less and less enamored with those aggregate metrics. We still need to calculate them, we need to track, we need to benchmark, etc. But I think CX telemetry is best done at a more granular basis where you're actually measuring things like individual interactions and satisfaction.”*”I think at times you can find a metric and seek to maximize it, and then kind of lose the storyline a little bit. So I think you always have to kind of come back to this foundation of what are we trying to do strategically? What are we really solving for holistically?”*”In terms of the media stuff that we do, the planning and progress study, a lot of the talks that I give internally, to our advisors, to client groups, it's about this constant drumbeat of storytelling around the client. And I think that constant drumbeat of storytelling is incredibly important for long standing incumbent financial services companies because historically we were very focused on financial performance. We might have been very focused on recruiting of advisors, and those things are very important. But by constantly storytelling around the client, incredible experiences, things that we want to do, it's part of shifting the zeitgeist, the mindset of the organization to be more client centric.”*”One of the interesting areas where we debate a lot is instances where the client may have a preference for self service, but we somehow want to inject a human to make sure that the best client outcome occurs. The poster child example would be, we have a big market correction, the client gets scared, wants to liquidate his or her portfolio, and might prefer to do that in an automated way via the mobile experience. Now, if the client really wants to do that, of course we will help them do it. But that might not actually be the best long-term decision. So in instances like that, we actually want to insert some human friction, for lack of a better word, to at least gut check that client, to really make sure that we're helping that client not only have a good experience today, but really achieve their financial goals long term.”*”A lot of the experiences that we create in financial services or financial planning, it's more at pulling the heartstrings than the math. It's about the emotion, the psychology. How do you harness that in such a way that the client makes the right decisions and is better off long term?”*”Sometimes we think about the peak moments of the client experience. That ‘You can retire moment,' or ‘Your family's protected' moment. But I actually think real trust, real client experience comes through consistency of interaction, predictability, and high quality communication that plays out over really, really long periods of time. So I think consistency is really the name of the game and one of the unsung heroes of great client experiences.”Time Stamps[2:38] Christian Mitchell's Journey in Northwestern Mutual[5:16] The Evolution of Customer Expectations at Northwestern Mutual[7:14] Leveraging Technology to Enhance Customer Experience[16:15] The Future of Customer Experience: Innovations and Challenges[21:10] Building Lifelong Customer Relationships and Looking Ahead[30:03] The Importance of Consistency in CXAbout our guest, Christian MitchellChristian W. Mitchell is executive vice president and chief customer officer at Northwestern Mutual. He leads strategic ideation necessary to elevate the client experience and deliver bold solutions to launch Northwestern Mutual ahead of its competitors. Christian oversees initiatives and deliverables to build the most powerful digital engine in financial services, including engineering solutions, data analytics, digital products, and consumer insights. He serves on Northwestern Mutual's Senior Leadership Team and sits on Northwestern Mutual's Future Ventures investment committee.Christian joined Northwestern Mutual in 2006 and has served in a variety of leadership positions throughout the company. He started his career at Northwestern Mutual as part of the Managed Investments team, helping manage company assets through its general account to maintain financial strength for policyowners.He formerly served as president of Northwestern Mutual Wealth Management Company, where he was responsible for Northwestern Mutual's investment, advisory and trust solutions, fee-based financial planning, Investment Products and Services (IPS) product development, retail investment, and overall IPS business strategy. During his leadership, he managed $129 billion in client assets and led the company to impressive growth in advisory and private client services.Christian also served as vice president of corporate strategy, and spearheaded Northwestern Mutual's venture capital efforts – including its investment in automated advice firm Betterment and the acquisition of LearnVest. He also led Northwestern Mutual's investment in ClientWise, a premier coaching and consulting firm.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Christian on LinkedInLearn more about Northwestern MutualConnect with Sohaib on LinkedInCheck out HGS

This episode features an interview with Nicholas Holland, VP of Product and GM of Marketing Product Lines at HubSpot, a leading CRM platform that provides software and support to help businesses grow better. Nicholas shares insights from his eight-year tenure at HubSpot and his entrepreneurial journey, emphasizing the importance of empathy, observation, and adaptability in CX. The conversation highlights how CX evolves in diverse environments and the necessity of innovating and reimagining customer interactions in a digital world. They delve into the dynamics of customer satisfaction versus loyalty, the transformation of HubSpot into a multi-product, multi-persona platform, and the impact of AI and data on future CX strategies. Nicholas also reflects on personal anecdotes, illustrating how CX principles translate into everyday life and the lessons learned from entrepreneurial endeavors.Quotes*”The whole gist for all CX people would be, ‘Are they happy at the end of it?' And then ‘Are you flexible enough to kind of understand the audience and ebb and flow with them?'”*”If you ever watched The Matrix, I love the little kid who's like, ‘The trick is there is no spoon,' which is like a fancy way of saying, ‘Stop thinking in the constraints that you have and start thinking about the why behind the why, as Simon Sinek would call, ‘What's the big picture?' And I think those kinds of things really become powerful ways to look at CX.” *”If your job is CX and you're just happy punching eight to five every day, and you'll make incremental changes, that's fine. But you'll wonder why you didn't get your senior CX promotion or why you're not a director yet. But whenever you realize that there's no spoon, you realize what you're trying to do is really push that higher ROI. You're trying to make a real impact there. Some neat stuff can pop out. So that's where it started to happen for me.”*”CX is happening, whether you're conscious of it or not, whether you curate it or not, whether you're actively involved or not.”*”Mind the gap. We make all of these big, intuitive assumptions that people know what we're talking about. So when you say, ‘Mind the gap,' you're walking people through very, very specific steps.  So what I often tell people to do is just start somewhere, and start to walk through every step. ‘I think they'll do this, I think they'll do that.' And when you do that, you start off with who it is, a persona, you start somewhere. And then you have a fascinating question: What came before, what came after?”*”I think right now, what we're trying to balance is as you get to a certain size, how do you basically get PMs with their PDs to be very dedicated to the experience of their customer? But also how do they look up and have connective tissue that shows them, going back to the mind the gap, what came before and what comes next? And that's going to be the challenge, I think, for a lot of companies.”*”You have to get close to the product yourself. You then get to look at some activation and usage data. You then get to look very specifically at the most important flows with CSAT. And then you get to go look at a variety of listening posts to see what is the world at large saying on social media? What's your sales team saying? What's your service team saying? And that gives you a good sense of how the product's doing.”Time Stamps[0:53] Meet Nicholas Holland: HubSpot's VP of Product[1:16] The Essence of Customer Experience[5:27] Nicholas's Journey from Finance to CX Innovator[6:02] Entrepreneurial Insights and the CX Mindset[14:53] The Complexities of Customer Experience Design[17:41] Nicholas's Entrepreneurial Ventures and Lessons Learned[25:06] Unveiling the Essence of Customer Needs: A Real-World Story[26:19] A Wake-Up Call: The Importance of User Experience[27:00] Lessons Learned: The Journey to Customer Loyalty[28:46] Embracing a New Chapter: Joining HubSpot[33:24] The Evolution of Customer Experience at HubSpot[43:57] The Future of CX: Innovations and Challenges Ahead[46:37] Personal Insights: Learning CX from Everyday LifeAbout our guest, Nicholas HollandNicholas Holland is VP of Product and GM of Marketing Product Lines at HubSpot. He has been with the company for over 8 years, having started in October 2015 as Director of Labs. Prior to HubSpot, Nicholas served as President and Founder of boutique consultancy CentreSource Inc., providing product management & custom web/mobile applications. He also founded startup Populr, which allows users to create trackable, secure, & highly engaging micro-sites in a matter of minutes. Populr was then sold to Nashville-based nonprofit, Kindful. Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Nicholas on LinkedInLearn more about HubSpotConnect with Sohaib on LinkedInCheck out HGS

This episode features an interview with Micah Sampson, Head of Customer Experience at Intuit, a powerhouse in the FinTech space with sub brands like TurboTax and QuickBooks and Credit Karma that drives revenue close to $30 billion annually. In his role at Intuit, Micah spearheads customer experience management, investing time working directly with product managers, developers and partners to identify and solve customer problems, optimize business processes, and foster customer loyalty and retention. His team is truly customer obsessed. Their mission is clear: constantly improve customer satisfaction, reduce churn and drive revenue growth for Intuit's formidable portfolio of brands. So in this episode, Micah and host Larry Fleischman discuss setting a high standard for CX across multiple brands, getting employees to take extreme ownership of the customer experience across the company, and empowering customer choice through AI, data and technology.Quotes*”One of the things that we talk about at Intuit is extreme ownership. It's no one person's role to ramp for peak season. It's all of us. It's all of our job to make sure that the voice of the customer - the things we're hearing feedback from the call centers, feedback from the product surveys - it's all of our job to collate that and share that back to the business so we can get better every year.”*”Saying, ‘We need to delight our customers.,' I hate the word delight. And the reason I hate that word is because it's very subjective, right? Delight for me may be different from delight for you. And so you can't solve for that.”*”There were agents who were very technical and could solve for the customer, but they weren't very empathetic. And while they would have short call times and probably solve for the customers, their CSAT scores were very low. Versus an expert who maybe is not the best technically, but talks to every single customer like they're their neighbor and would perform extremely well.”*”The only commodity that we can never get back is time. And so if we waste your time, we're taking away a commodity that you can never get back. And so we really focus on effort. What's the level of effort that our customers feel they have to go through when they're interacting with the product, when they're interacting with an agent, all those things?”*”It's up to the customer. I think that is one of the things that we often lose sight of. So I think for us, it's about choice, right? It's really like, what are our customers saying? What's important to them? And how do we serve the needs of all those customers?”Time Stamps[0:55] Meet Micah Sampson, Head of Customer Experience at Intuit[2:18] How did Micah's background as a financial advisor shape how he thinks about CX?[3:01] What patents did Micah work on to improve the CX at Intuit? [10:57] About Micah's career path at Intuit[11:30] What are the challenges to leading CX at Intuit?[15:23] What are the benefits to having multiple sub brands?[18:51] How does Micah think about CX?[21:49] What has Micah learned about CX along the way?[24:43] How much of the customer experience is automated at Intuit?[26:36] What does the future of CX look like at Intuit?[28:14] How does Micah's experience as a Six Sigma Black Belt shape his approach to CX?[31:36] What's an amazing customer experience that Micah has had personally?About our guest, Micah SampsonMicah Sampson is Head of Customer Experience at Intuit. He has been with the company for over 13 years, having started in October 2010 as a Sales and Support Rep. Prior to Intuit, Micah served as a Financial Advisor at Merrill Lynch and A.G. Edward & Sons. He has also been a Project Manager at Market Central. Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Micah on LinkedInLearn more about IntuitConnect with Larry on LinkedInCheck out HGS

This episode features an interview with Turo's Chief Operations Officer, Julie Weingardt. Julie brings with her 30 years of operations and contact center experience and has held executive operational roles at Startek, Sitel, and Sykes. Her expertise is in transforming customer touchpoints into powerful relationship- and brand-building tools through the use of highly efficient business practices. And in this episode, Julie and host Larry Fleischman discuss having a mindset of continuous improvement, fostering a customer experience that doesn't require contacting support, the importance of female mentorship and much more.Quotes*”As things mature, there's always opportunities to challenge what's being done and to ask, is there another way, a better way, a smarter way to do something? Just because it's been done that way over and over again doesn't mean that you can't challenge it and see what other ways there might be to do it better or smarter.”*”Let's face it. Consumers just want a product that works. No matter what it is, you don't want to have to contact support. So first and foremost, keeping that as the mission, when we continue to release new features and things, it just needs to work. And we need to test for that all the way through.”*”Being a female in a male dominated world, so much of mentorship and business conversations at that time happened on the golf course. So, when we went to corporate events, while a lot of spouses who were female went and did spa days, I went to the golf course.”*“It's not only females who need female mentors. Males need female mentors too. How else are they going to understand the differences in what's needed in the world of business from a gender basis? Not only are females not good at asking for it, they're not good at offering it up to be mentors either. And so we have to continue to foster that type of mentorship and make sure that all of our young professionals are getting a good relationship from both males and females in their professional careers.”*”We really know that how we're going to continue to win and dominate as we've been doing in this space is to just continue to win one customer at a time. It is always about iterating and reiterating over and over again on what we do and how we do it because it's about making that next customer experience even better.”Time Stamps[0:39] Meet Julie Weingardt, Chief Operations Officer at Turo[2:31] How did Julie get her start in CX?[7:41] How did Julie's experience in ranching shape her leadership style?[14:47] What was it like working for a BPO in the early days of CX?[17:06] How did Julie become COO of Turo?[21:47] What is the customer experience like at Turo?[26:48] How do they solve a CX issue at Turo?[28:15] How did business change through the pandemic at Turo?About our guest, Julie WeingardtJulie Weingardt is an operations executive who believes the most important customer interaction is the one that happens next. Julie strives to transform customer touchpoints into powerful relationship- and brand-building tools through the use of highly efficient business practices. With 30 years of operations and contact center experience, she is particularly skilled at developing and executing omni-channel operational solutions using combinations of internal and outsourced teams. Julie's career background includes executive operational roles at Startek, Sitel, and Sykes. She attended the University of Northern Colorado and holds a certificate from Cornell University's Johnson Graduate School of Management in Executive Leadership.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Julie on LinkedInLearn more about TuroConnect with Larry on LinkedInCheck out HGS

Today, I am joined by David Morton, Chief Revenue Officer and Chief Customer Officer at Hinduja Global Solutions (HGS) UK. With a rich background spanning over two decades in strategic sales, customer relationship management, and business process outsourcing, David offered an in-depth perspective on the transformative role of artificial intelligence (AI) in customer service. The conversation opened with a look at the evolving role of the Chief Revenue Officer. David reflected on how this position has significantly changed over the past decade, transitioning from a role that was once spread across multiple senior stakeholders to a consolidated position focused on business growth and strategy. He highlighted the increased complexity of the role, especially in navigating digital transformation and commercial models in today's fast-paced business environment. A key focus of the discussion was the integration of AI in customer service. David emphasized that AI should be viewed as a tool to support overall business strategy, rather than an end in itself. He shared insights on how AI is enhancing process automation, making it more intuitive, and optimizing operations. However, David also pointed out the importance of maintaining a balance between digital solutions and human interaction, ensuring that customers still have the option for personal contact in their service journey. David then delved into the strategies for building value with clients. He stressed the importance of understanding a client's industry, challenges, and long-term plans before engaging with them. This approach involves providing actionable insights tailored to the client's strategy and desired outcomes, and committing to a clear roadmap for transforming operations and delivering measurable business results. The integration of digital solutions in customer service was another significant topic. David discussed the challenges of operating across multiple channels with limited budgets and the role of digital solutions like multilingual chatbots in improving customer journeys. Despite the advancements in technology, he reiterated the need for the human element in customer service, which is crucial for culture, creativity, and gaining deeper customer insights. The episode concluded with David sharing where listeners can find more information about HGS and connect with his team online. This conversation with David Morton is a must-listen for anyone interested in how technology, especially AI, is reshaping customer service. It highlights the importance of AI in enhancing customer experience while underscoring the irreplaceable value of human interaction in the digital age.  

This episode features an interview with award-winning CX leader Ron Holt, Founder of Pink Zebra Moving, the first happy moving company. Ron started Pink Zebra in 2020, and is the former CEO & Founder of Two Maids & A Mop, where he served for nearly 19 years. He specializes in franchise development, management, sales & marketing, and leadership. And in this episode, Ron and host Larry Fleischman discuss seizing an opportunity in the market, listening to the customer, and creating a truly remarkable experience.Quotes*”Sometimes I would lose competitive bid situations to folks who didn't have near the grit that I have. But the consumer made their choice. And so, there was a moment of reflection during those early years of where I had to really think differently about how I was going to grow the business. Obviously, hard work is always going to be a part of that recipe, but there has to be something else. At the end of the day, it's all about the consumer. What do they want?”*”Most businesses, even today, don't understand that their business has to be unique and different. It has to be remarkable and memorable.”Time Stamps[1:56] Introducing Ron Holt, CEO of Pink Zebra Moving[3:11] The journey of Ron Holt[5:22] How did Ron address the challenges of starting a new business?[7:21] How did Ron start Two Maids and a Mop?[16:44] The birth of Pink Zebra[20:59] How Pink Zebra offers a remarkable moving experience[21:29] How does Pink Zebra make moving fun?[22:45] The importance of customer engagement in the moving industry[23:56] Scaling personalization in the moving industry[30:03] The surprise box: A unique Pink Zebra offering[38:00] The future of Pink Zebra and the moving industry[39:38] The measure of success for Pink ZebraAbout our guest, Ron HoltRon Holt is the Founder of Pink Zebra Moving, having started the company in 2020. He is the former CEO & Founder of Two Maids & A Mop, where he served for nearly 19 years. His specialties are franchise development, management, sales & marketing, and leadership. Ron has been ranked 6th in the 2017 Bulldog 100 Fastest Growing Companies, named by Entrepreneur Magazine as the 11th Top New Franchise in America in 2018, won the 2019 UGA Entrepreneurial Spirit Award, and recognized many other times for his outstanding entrepreneurship.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with RonLearn more about Pink Zebra MovingConnect with Larry on LinkedInCheck out HGS

In a brightly lit zoom session, Dr. Susan and Dr. Jolle engage in a focused discussion about recent cat tumor cases. The air is filled with a mix of medical jargon and compassionate concern as they review X-rays and pathology reports. Dr. Susan, known for her meticulous approach, gestures toward the images on the computer screen, explaining the nuances of each case. Meanwhile, Dr. Jolle, renowned for his empathetic communication with pet owners, listens attentively and offers insightful perspectives. Their collaboration reflects a seamless blend of expertise and empathy, highlighting a shared commitment to providing the best care for their feline patients. The room resonates with the shared goal of finding innovative solutions and offering compassionate support to both the cats and their worried owners. This is part 2 out of 2.

Justin and J.L. Gerhardt are on the podcast today, and you will love hearing from them! There is an epic retelling of their meeting and falling in love complete with 90's Hearthrob meet cute and all. More than that, Justin and J.L. share about their journey of God leading them both into ministry with words, calling their family to travel the world, and unleashing their creativity and courage to press into new ways to encounter God and His Word. This journey has given birth to various creative outlets for the Gerhardt family, but the one we talk about the most in this episode is Justin's incredible podcast “Holy Ghost Stories.” “Holy Ghost Stories” is a unique podcast that is more like an immersive narrated experience that takes stories from the Old Testament, unpacks them, and breathes life into the grit and shadow as well as the rapture and delight of God encountering His people. Justin's heart for this podcast is to remind us that we have an inheritance of stories in scripture that we share in an immersive, but often adolescent way to children, to try and captivate them and introduce them to God. And then they grow up. And as Justin says “We stop telling the stories and stop teaching the stories. And a story taught is different than a story told.” There is absolutely fruit to be found in teaching! However, grown-ups can miss out on what these stories have always had for us when we face real suffering, real rejoicing, and everything in between unless we revisit what they really were: real events that happened with real people with a very real God. Y'all hanging out with the Gerhardts is such a delight, and I can't wait for you to get to know them a little better. If you loved this episode, or love Holy Ghost Stories you need to attend a live experience! And for my local friends, there is one coming up in Nashville in December! I really believe you will see the Old Testament in a more alive and engaging way, and it will help you prepare your heart for the coming of Christmas. I hope I see you there. Connecting with the Gerhardts: Hazefire Studios Holy Ghost Stories Podcast  J.L.'s Substack- “The Goodness” Justin's Substack “The Latest” Holy Ghost Stories Instagram J.L.'s Instagram and Books Giving to Holy Ghost Stories one time or via Patreon Please consider joining our Patreon community. If you have enjoyed what you have heard on the podcast today or from other episodes, we would so appreciate your support to keep the Simply Stories Podcast going. You can sign up for as little as $3 a month and each tier offers gifts that I hope will bless you in return. If you feel you cannot financially commit at this time, would you please consider leaving us a star rating and/or review on Apple Podcasts? My family and I are so grateful for each of you and how you are part of our story. Scripture References: 2 Corinthians 12:9- Strength in weakness Hebrews 12:2- God is the author Hebrews 4:12-The Bible is alive and active  1 Samuel 28- The witch of Endor Genesis 37-50- The Story of Joseph Jonah 1-4- Jonah and the Whale Genesis 6- Noah and the Ark Genesis 39:12-18-Potiphar's wife calling to Joseph Judges 3:12-30- The story of Ehud and Eglon Judges 1- The book of Judges Genesis 25 (is where it starts)- The Story of Jacob Genesis 32:22-31- Particularly when Jacob wrestles with the Angel  Mark 10:51, John 5:1-15- Jesus asks “What do you want?” Number 23:19, God is not a human, but He is a person Matthew 2:16-18,  There are multiple genocides in the New Testament (encompasses Revelation) Acts 8:1-2, Acts 9-  There is persecution in the New Testament Job 1:21- God gives and takes away  Genesis 6:6, Ezekiel 6:9, God's heart grieves Matthew 9:35-37, John 11:11-44, John 12:27,  John 16- Jesus grieved Ephesians 4:30- Holy Spirit grieves Genesis 1:27-We are made in God's image Luke 24:13-35-Jesus and the Road to Emmaus Exodus 3- The burning bush that is aflame, but doesn't burn up Psalm 84 Psalm 130 (The Voice) Luke 1:5-19-Elizabeth and Zechariah References:  Videos of people seeing color for the first time (OK seriously grab your tissues)  My first interview with J.L.  Peaky Blinders 90's Leo DiCaprio Avengers “assemble!” Fyre Festival  Kate Bowler This is the book of Kate's I mentioned that was under my computer. I LOVE it.  Kuala Lumpur (in Malaysia) Holy Ghost Stories series episode with the Witch of Endor: The Lion, the Witch and the War Zone HGS series on Joseph: The Harbinger, The Fugitive and the Host- Part 1, 2 and 3 HGS episode on Noah and the Ark: The Optimist and the Only One A pie chart of the genres within the Bible Episode 3 of HGS- Ehud and Eglon: The Mastermind, the Southpaw and the Big Boy HGS Episode on Jacob: The Father and the Second Born Curt Thompson's new book The Deepest Place: Suffering and the Formation of Hope Episode of HGS on Jonah: The Pushover, the Runaway and the Belly of the Beast (Part one and two) The Moses Season of Holy Ghost Stories The Exodus episode: Rite and Passage A Storied Family Holy Ghost Stories LIVE in Nashville: the Christmas show! Holy Ghost Stories Live in other cities The episode J.L. wrote for HGS on Eve: The Giver and the Taker What is Advent? 400 years of enslavement in Egypt 400 years of silence from God Rahab's HGS Episode: The Dismantler, the Secret Agents, and the Woman on the Inside Tamar's HGS Episode: The Kinsman, the Widow, and the Mark Connecting with Emily and Simply Stories Podcast: Instagram (Em life // Podcast Life) Facebook Twitter Blog   

This episode features an interview with Scott Booker, Chief Customer Officer at EasyPark Group, a leading global parking tech company with the vision to make cities more livable. Scott has extensive experience in leading large organizations in travel, retail e-commerce, and the consumer marketplace. He is the former President of Hotels.com Worldwide and Chief Marketing and Product Officer at Copart. And on this episode, host Larry Fleischman and Scott discuss how he built a loyalty program at Hotels.com, creating different customer experiences for new customers versus loyal ones, and making an experience so easy and simple that customers don't need to call in for support.Quotes*”If you don't disrupt [the industry] yourself, somebody's going to do it for you.  And that's what Hotels.com was doing in the hotel space. They were disrupting. And I wanted to be a part of that.”*”It's always cheaper to keep a customer than it is to go acquire a new one. How do you treat a new customer through customer service versus an existing one? Should they have a different service? We decided we would create a separate call center environment, customer experience environment, for those loyalty customers. They got a special number, they got special treatment. We would send out gift bags for our most loyal customers so that they felt like they were a part of something bigger.”*”It's okay for customers not to have to call in. The best experience is the experience where it's so easy and simple that they don't need to call in. I think over the last 10 years, I've learned in my career how to build the most amazing experience where you don't need somebody to call in.”*”If we can make it super easy for the consumer, then we're helping the city improve the flow of traffic through the city. And we're making it so much easier for somebody to live in that space because they can use a mobile app with ease.”*”We need to fail fast and learn from it. How do we put something out there in an A/B test fashion without too much exposure so it doesn't risk the business, but in a way that we can test it on a micro level and understand what the impacts are?”Time Stamps[1:23] Introducing Scott Booker, Chief Customer Officer at EasyPark Group[3:26] Learn about Scott's background and path to CCO at EasyPark Group[6:17] Hear about Scott's first job out of school at Accenture[7:12] What did Scott learn about customer experience while at Blockbuster?[12:49] How did Scott fundamentally shift the CX at Hotels.com to drive growth?[20:36] How did Scott create the loyalty program at Hotels.com?[25:56] How do you create a low- or no-touch customer experience?[31:33] What's Scott's take on striking a balance between automation and human interaction in the customer experience?[34:02] What's Scott's appetite for risk? And how does he handle change management at speed?[37:02] What's in the future for EasyPark Group?BioScott Booker is Chief Customer Officer at EasyPark Group. He has held leading positions at large scale, digital marketplaces. Most recently at Copart, the number one global leader in online vehicle auctions. Prior to Copart, Scott had several leading roles at Expedia Inc., one being President of Hotels.com, where he led the company's rapid global expansion. Scott also has profound experience developing transformational growth strategies.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with ScottLearn more about EasyPark GroupConnect with Larry on LinkedInCheck out HGS

A brand new season of CX Champions is on the way. HGS is excited to bring you insights from top CX leaders at your favorite brands. So get ready to dive deep into the minds of industry pioneers who have mastered the art of crafting unforgettable digital customer experiences.We'll be chatting about how to upgrade your digital customer experience from leveraging AI and data analytics to harnessing the power of storytelling to engage your audience like never before. We'll also discuss keys to success and lessons from people who have spent decades in the CX industry. This podcast is your go-to resource for elevating your digital customer experience game.So, whether you're a seasoned CX professional or just stepping into this exciting realm, CX Champions is your compass to navigate the intricate landscapes of modern customer interactions. Get ready to unlock a world of CX possibilities. Don't miss out – subscribe now and never miss an episode. In the meantime, visit HGS.CX/insights for more information on how to transform your digital customer experience! And if you or someone you know would like to be a guest on the show, you can email us at podcast@teamhgs.com.

Steve Roche discusses his current Geoscientists without Borders project addressing volcano preparedness in Guatemala. Steve's GWB project addresses the geohazard resiliency and safety of the communities in Guatemala. His project implements community-based educational workshops about earthquake and volcanic hazards. Steve's project also works to increase Guatemala's seismic and volcanic monitoring capacity while reducing disaster response time. In this inspiring conversation with host Andrew Geary, Steve provides his on-the-ground perspective of the project. He offers what has been accomplished and his vision for the project's future. This podcast takes joy in highlighting the humanitarian work of geophysicists worldwide. And this conversation is no exception in sharing how geophysics can impact communities through using the tools and knowledge that geophysicists have to give. And Steve is the perfect guest to showcase all that can be accomplished. RELATED LINKS * Read more about Steve's project, Increasing Natural Hazard Resiliency in Guatemala - https://seg.org/gwb_projects/guatemala-2/ * Explore the seismic monitors placed in Guatemala (and all around the world) - https://stationview.raspberryshake.org/ * Listen to our previous episode on Silvio De Angelis's project in Guatemala - https://seg.org/podcasts/episode-112-international-partnership-for-volcano-early-warning-a-gwb-story/ CALL FOR SUBMISSIONS The Early Career Subcommittee of the SEG Research Committee is receiving nominations of new members to serve the term 2023-2025. This subcommittee is open to graduate students active in research or early-career professionals up to three years post-graduation. As part of the SEG Research Committee, the Early-Career Subcommittee provides their opinion, advice, and vision to the research direction and goals of SEG from the perspective of career starters. If you are passionate about contributing to shaping the future of applied geophysics, please indicate your interest by sending a resume and cover letter to Xiaolei Tu at tuxl2009@hotmail.com before 30 September. SEISMIC SOUNDOFF WANTS TO HEAR FROM YOU! The podcast will celebrate 200 episodes on 5 October, and we want to hear from our listeners on this special milestone. * What's the most valuable thing you've learned from the show? * What surprised you? * What episode do you most share with others? Record your message today at https://www.speakpipe.com/SeismicSoundoff if you have answers to these questions and want to be showcased. BIOGRAPHY Steven L. Roche received his BSc in Geophysics from the University of California, Riverside, in June 1978. He worked for Geophysical Service, Inc. (GSI and HGS) as an Area Geophysicist for the Permian Basin Region of West Texas / Southeastern New Mexico. In January 1994, Steve returned to school, attending the Colorado School of Mines as a member of the Reservoir Characterization Project (RCP), studying multicomponent seismology and 4D applications. After receiving his Ph.D. in 1997, Steve joined Output Exploration, the oil and gas exploration division of Input/Output, working on exploration projects and multicomponent seismic applications within I/O. In 1999, Output Exploration, LLC (OPEX) became an independent oil and gas exploration company, and Steve participated in OPEX exploration efforts. Steve joined Veritas DGC in 2003, specializing in multicomponent applications in the position of Principal Geophysicist – Multicomponent Applications Group. Steve joined Cimarex Energy in Tulsa, Oklahoma, in 2011 as Manager of Geophysics for Cimarex until August 2017, when he joined the faculty within the Geoscience Department at The University of Tulsa. CREDITS Zach Bridges created original music for this show. Andrew Geary hosted, edited, and produced this episode at TreasureMint. The SEG podcast team is Jennifer Cobb, Kathy Gamble, and Ally McGinnis.

This episode features an interview with Craig Antonucci, Chief Experience Officer at Autocar, the only American truck manufacturer focused on trucks for severe-duty vocational applications. Craig brings 25 years of experience in building businesses large and small. He has a proven record of helping organizations grow as much as 1000%. He joined Autocar after spending 12 years at BPA Quality, where he designed customer experiences for companies including Apple and Humana. And in this episode, he discusses what it was like becoming the youngest Operations Director in the history of Vermont American, how he reached a critical turning point in his career and decided to start his own business, and turning data points into a customer journey.Quotes*”Pay attention to the details of what it is that your customer wants out of their experience. Because if you don't, then they're gonna notice it and you're gonna miss out.”*”There's an art of positioning yourself to help your customer understand the important things and not focus on the things that aren't really important.”*”I'm also a musician. And there's no better feeling than having a great crowd. When you're playing and you have a bad crowd, it can drain you really quick. So you have to find those places where you can trade that energy with other people. That's a core principle of customer experience too, is how do you tap into that energy of the customer and turn it into a positive thing.”*”A CX leader needs to know how to sell, whether you're a good salesperson or not. You have to know basic sales. You know the basics of communicating with people effectively, getting your message in short and quick, following up with them, paying attention to the verbal and body cues, and just everything that goes along with sales. If you don't have those skills, you're not gonna be a good CX leader.“*”How many times have you found yourself in a meeting thinking about a deadline for another client that you have? That's just a terrible way to live as a person, but you're not gonna be very successful as a leader because if you're not focused in the moment, people are gonna pick up on it. And customers notice that too. They wanna feel important, they wanna feel like you're giving them every bit of attention that you would at that point in time.”Time Stamps[0:50] Introducing Craig Antonucci, CXO at Autocar[2:18] How did Craig navigate imposter syndrome as the youngest Operations Director in the history of Vermont American?[5:25] How did Craig get into Customer Experience?[10:26] Hear about the one day that changed Craig's career trajectory.[13:55] How did Craig get into teaching and mentorship?[19:50] How did Craig's understanding of CX gel at JL and BPA Quality?[24:30] How did Craig become Autocar's first CXO?[29:02] What's a raving fan, and how do you create them?[36:01] How does Autocar think about the customer experience?[45:24] How did Craig's move to Birmingham, Alabama shape his perspective on CX?BioCraig Antonucci is Chief Experience Officer at Autocar. He brings 25 years of experience in building businesses large and small. He's well-versed in all functions of an organization and able to create, build, lead and manage and flourish in any complex team structure. He has a proven record of helping organizations grow as much as 1000%. He joined Autocar after spending 12 years at BPA Quality, where he designed customer experiences for companies including Apple and Humana.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with CraigLearn more about AutocarConnect with Sohaib on LinkedInCheck out HGS

How to be the main character this summer and live the best HOT girl summer of your dreams! This week Trin answers your HGS questions; summer favorites, healthy recipes for summer, how to get a perfect bikini line, how to handle summer body confidence & more.WATCH THE VIDEO POD HERE!!JOIN OUR HGW GROUP CHATSUBMIT TO THE WELLNESS CAFE:- be featured on the next community EP- ASK TRIN!! Advice Session Form FOLLOW TRIN:IG @trinitytondeleirIG @thewellnesscafepodTikTok @trinitytondeleirYoutube: trinity tondeleir

How to be the main character this summer and live the best HOT girl summer of your dreams! This week Trin answers your HGS questions; summer favorites, healthy recipes for summer, how to get a perfect bikini line, how to handle summer body confidence & more.WATCH THE VIDEO POD HERE!!JOIN OUR HGW GROUP CHATSUBMIT TO THE WELLNESS CAFE:- be featured on the next community EP- ASK TRIN!! Advice Session Form FOLLOW TRIN:IG @trinitytondeleirIG @thewellnesscafepodTikTok @trinitytondeleirYoutube: trinity tondeleir

This episode features an interview with Sarah Diegnan, VP of Customer Experience at ChartHop, a dynamic, visual, and actionable people analytics platform that helps companies manage and support their employees. Sarah leads ChartHop's customer journey, partnering with customers from the first moments of onboarding through successful execution of all account goals to make sure customers get the most out of ChartHop. With a background in structural engineering, Sarah's career has taken her from building cathedrals to building customer relationships. And in this episode, she discusses how to systematically design the customer journey, and how she drives value from day one, and how she creates that stickiness factor to get customers hooked on the ChartHop brand.Quotes*”You really have to think through: Who are my customers? What are they buying? Why do they need us? Why do they use us? I think sometimes we get caught in a little bit of a trap because we are the ones that have to define what value means for our product.”*”At the end of the day, your customer journey is truly project management. I mean, it's customer management at that point. And so how I've always thought about customer journey in a lot of ways is, you're building a building, Like you start by digging the ground and building the foundation. And in a lot of ways, that's not the most attractive part of the building. But if you don't have a strong foundation, you don't have anything. And so that's what I always compare to your onboarding and your implementation. And so I do think there is correlation between building a building and the customer journey.”*”I feel really strongly that the best experience that we can provide to our customers is the one that is rooted in process, and everyone follows the same process. And that's not to say that we treat everyone like a number. Every customer is gonna have their own unique style. Every customer is going to have their own unique use cases and challenges. And I welcome all of that. I want that. But the foundation has to be the same.“Time Stamps[0:52] Introducing Sarah Diegnan, VP of Customer Experience at ChartHop[4:02] How Sarah started as a structural engineer, designing a cathedral[9:47] Sarah's “reckoning” where she pivoted to Customer Experience[13:35] About Sarah's journey to Opower[24:33] How does Sarah apply her expertise to CX at ChartHop today?[29:34] How does ChartHop use KPIs and metrics to tune into CXBioSarah Diegnan is the VP of Customer Experience at ChartHop. Sarah has over 10 years of experience in customer success and operations, having served in various leadership roles at companies such as Acuity Brands, Opower, and Adura Technologies. She is a results-oriented leader with a proven track record of building and scaling successful customer success organizations. She is passionate about driving value for customers and helping them achieve their goals.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with SarahLearn more about ChartHopConnect with Sohaib on LinkedInCheck out HGS

This episode features an interview with Stacy Armijo, Chief Experience Officer at Amplify Credit Union. Amplify is a member-owned financial cooperative with more than 57,000 members and over $800 million in assets. They've been serving all 50 states since 1967. At Amplify, Stacy is in charge of Marketing, Communications and Social Impact. She also handles Retail, Payments & Operations, Human Resources and Training. She has over 20 years of professional experience in the industry. In this episode, Stacy explains how to build meaningful, impactful programs to create a job you love. She describes effective PR strategies, and what resources are most important for any company.Quotes*“I have a unique skill set in bringing the right words to the right ideas to make those ideas meaningful and impactful for others. And when I think about what combines all the things that I do, and the moments in my professional or personal world where I have felt like I really did something, like I really made an impact and it was unique and it was valuable, it can be boiled down to something sort of like that.”*“I think so often people underestimate what they do well. They tend to focus only on what they don't do well and how can they mitigate the liabilities of what they don't do well as opposed to, ‘I do this really well, how can I lean into that and make that more effective?'”*“In my career, I think about, ‘What is my current experience and does it satisfy all three Gs? Am I giving something? Do I feel like I'm contributing in a way that's meaningful and useful? Am I getting something? Is there something that I'm getting back in terms of what I'm learning and how I'm growing? And do I feel gratitude? Do I feel gratitude for the people I get to work with, for the compensation that I get to earn for all the opportunities that I have to be involved in things?' And if I can say yes to all three Gs, I'm in the right place.”*“In my opinion, someone who is an effective public relations professional is good at anticipating the point of view of the people that they're interacting with. Understanding the messages that have meaning for them. And expressing them in a way that gets somebody to move to action. In essence, that's what a good PR person can do. That's not different from what a good customer service person can do.”*“I see an opportunity to be more authentic and to connect to something that's more real for people. And then to take the personality of the institution and carry that through.”*“Money is not your most precious resource. It is attention. Attention is your most precious resource in an organization. And so to be able to say ‘great idea, not today,' is something that I do all the time.”Time Stamps[00:03:17] Stacy's elevator pitch[00:11:39] How Stacy's career started[00:14:55] The overlap between PR and CX[00:16:42] Making your work personal[00:22:31] Making the most of your resources[00:25:41] Designing online channels[00:31:09] Prioritizing digital customer service[00:35:23] The start of fee-free banking[00:40:26] The future of CX[00:47:08] Making the most of your strategyBioStacy is Chief Experience Officer with Amplify Credit Union, a $2B community financial institution based in Austin, Texas. At Amplify, her responsibilities include (1) Marketing, Communications and Social Impact; (2) Retail, including Branches, Contact Center, Wealth Management and Consumer Lending; (3) Payments & Operations; and (4) Human Resources and Training. She started her career in communications, having spent over 16 years at Pierpont Communications and working up from an account executive to EVP. She brings with her over 20 years of professional experience overall, and has also served as a Lecturer at the Stan Richards School of Advertising and Public Relations at UT at Austin. There, she taught “Strategies in Public Relations.”Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksSee Stacy's WebsiteLearn more about Amplify Credit UnionConnect with Larry on LinkedInCheck out HGS

Class is in session! Today I'm sharing my tips and advice to having a "hot girl summer". To me, being a hot girl means feeling good, confident, and being the best version of myself. Tune in today to find out how we can all live the HGS of our dreams!

This episode features an interview with Sarah Owen, Chief Product Officer at One Inc, the leading digital payments network in the insurance industry. Sarah joined One Inc. in 2021, and brings with her deep payments knowledge. She has more than 20 years of experience in leadership roles at First Data, Heartland Payment Systems, Vantiv, and TSYS. Sarah is also an inventor, having patented and served as co-inventor on several mobile and digital payments solutions. In other words, she's a true payments expert. And in this episode, we're learning from her about making a better product by putting customers front and center, identifying the moments that matter in your customer's journey, and how One Inc. is at the forefront of a new age in the insurance industry.Quotes*”If you're not solving problems for the customer, keeping the customer front and center, and ultimately improving their experience, then no one's going to buy your product.”*”Customer experience, from my perspective, is all about mapping out that customer journey to really understand the points that matter. What do you need to make sure that you get right? So it is about storytelling.”Time Stamps[2:23] How Sarah's work-to-give mindset has shaped her career[5:19] What's Sarah's approach to customer experience[6:20] How did Sarah get into CX?[11:43] How low-code no-code helps with digital transformation[13:27] How is One-Inc a B2B2C company?[16:39] How Sarah identifies the moments that matter through customer journey mapping[19:21] How One Inc. is revolutionizing the insurance payments process[21:38] How legacy insurance companies operate, and why the established payments processes have lasted[25:49] How One Inc. uses tokenization to protect payment information[30:57] What does Sarah think about the future of payments?BioSarah Owen is Chief Product Officer at One Inc. Owen joined One Inc. in October of 2021 following a career driving product innovation, development and business transformation for payments. With increasing levels of responsibility, she has managed large product portfolios and built new products across card issuing, consumer loyalty and payment facilitator lines of business. For over two decades she has held senior roles at companies including First Data (Fiserv), Heartland (Global Payments), Vantiv (FIS) and she most recently served as lead for the Customer Engagement Portfolio for TSYS, a business unit of Global Payments. Owen combines her deep payments knowledge with a passion for helping clients transform their digital experiences and is a true champion of innovation, having patented and served as co-inventor for multiple mobile and digital payment solutions. Based in Atlanta, Sarah has also served as a mentor for TechStars and is an active volunteer in the local community.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Sarah on LinkedInLearn more about One Inc.Connect with Larry on LinkedInCheck out HGS

This episode features an interview with Jeff Newman, Manager of Customer Care for Porsche North America. He works to provide Porsche car customers with a best-in-class experience that aligns with Porsche's 75-year history of brand excellence. In this episode, Jeff shares his leadership philosophy, and what he's seen work over the course of his career. He also explains what makes a customer experience program successful, and how he's built the program at Porsche.Quotes“I think that being an effective leader… it's the same arrows in the quiver, if you will. So whether it's in retail, whether it's in contact centers, or sales or service or tech support, you can still be a great leader. The same things that helped me be successful on the retail side was no different once I came over to the contact centers.”“It's difficult to say that something is or isn't working if everybody's doing it in many different ways. So to me, one of the things I always like to do in a new role is asking if we have standard processes in place for a good 80% of what we do. So let's standardize what we're doing, and then we can go back and simply measure and say, is this working or is this not working?”“I am a huge proponent of quality assurance. It's something I am extremely passionate about. It's something I'm trying to finish a book on. But quality assurance in human behavior skills is something that I will never, ever, ever dictate with scripts.”“People can typically handle when changes are made, when they're being informed why. And so while I started out in the field, I always promised that if I ever became a corporate guy, that I would never be that person that's sitting in the ivory tower, sort of doing the regal wave to everybody. I'm never gonna be that person that's gonna let things happen to people without them being part of the process.”“To me, when you have a well-oiled quality program set up, a huge component of that is knowing the individuals. Everybody is a unique individual and you have to treat them as such.  It's the only way you're gonna be successful.”“[I have] this mantra, like everything that we do, whether it's building customer experience programs or agent programs or anything: how are we showing that we value your time?”Time Stamps[04:47] How Jeff got to where he is today[07:50] Jeff's leadership philosophy[08:34] The importance of data[10:28] Standardizing customer service[17:26] Running a well-oiled program[20:48] How Jeff coaches[22:36] A customer field study[27:59] The importance of a purpose-driven brand[37:32] Jeff's futureBioJeffrey Newman is Manager of Customer Care for Porsche Cars North America. He's been with the company for 8 years, having started in April of 2015. Before Porsche, he served as Director of Customer Service for the Northeast Region for American Express. He has also held leadership roles at Windstream Communications, Alltel and Walmart. He has a B.S. in Marketing from Rochester Institute of Technology.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Jeffrey on LinkedInLearn more about PCNAConnect with Larry on LinkedInCheck out HGS

This episode features an interview with Sarah Dekin, President and COO at Hometap, an equity-sharing company that invests in homes in exchange for a portion of the home's future value. Prior to her work at Hometap, Sarah served as CMO at Virgin Money and ZipCar as well as EVP of Strategic Marketing and Development for the House of Blues. And in this episode, Sarah shares what she's learned about customer experience along her career path from the House of Blues to Hometap. She also talks about her key mentorships, knowing when to accept an opportunity, and how she's blazing a trail in the homeowner experience at Hometap.Quotes*”I was working on strategy and planning, and we needed some help in business development. And business development is something I'd never done. And to be honest with you, negotiating in general is something that intimidated me a little bit. But it was probably because of that that I thought I should really take advantage of this opportunity and give it a try, even though it made me nervous. But I only did that because I knew that right behind me, [my mentor] Joe would be there. He wasn't gonna let me fail. And so I think for anyone who finds himself looking at an opportunity like that, definitely go for it.”*”The first point of contact for most of our homeowners is the website. And we believe in very simple, very straightforward [language], as transparent as possible. No buzzwords, no jargon, easily understandable phraseology and very transparent demonstrations of how the pricing works and lots of FAQs so that people can self-serve to the extent that they want. We have a very easy to use but robust scenario planner tool where our homeowners can change [different factors]. I think there's nothing better than actually interacting with the scenario rather than, you know, reading a multi-page document.”*”Whether it comes through in your digital experience or whether it comes through in the individuals with whom the homeowners interact, we do have a very homeowner-first mentality. We have homeowner values around respect, kindness, and empathy. And if you can have that as a core value not just for the frontline people, but for your product team, your designers, your engineers, and for your marketing team, those are going to mutually reinforce what will come out at the end as a very authentically kind and positive experience for the homeowner.”Time Stamps[1:40] Introducing Sarah Dekin, COO and President at Hometap[3:37] What did Sarah learn about CX at the House of Blues?[9:26] How did the House of Blues create its unique customer experience and build a name for itself in the industry?[11:22] When did Sarah know it was time to move on from the House of Blues after 10 years?[16:06] How did Sarah get involved with Zipcar, and how were they a disrupter in customer experience?[22:32] How did Sarah leverage Zipcar's dedicated member base to help make important decisions?[24:20] How was Virgin Money pushing the envelope in online banking?[27:48] What is Hometap? And how are they providing an entirely new financial tool to homeowners?[34:42] Tell me more about the Hometap customer experienceBioSarah Dekin is the current Chief Operating Officer at Hometap. Sarah was previously with The Greene Turtle Sports Bar & Grille, Sarah Dekin Growth Company Executive and Advisor, Virgin Money, Zipcar, and House of Blues. Sarah has over 25 years of experience in marketing and strategic planning. She is a graduate of the University of Southern California. Sarah has an MBA from Harvard Business School and a BS in Economics from Trinity College-Hartford. Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Sarah on LinkedInLearn more about HometapConnect with Larry on LinkedInCheck out HGS

This episode features an interview with Glenn Weinstein, Chief Customer Officer at Twilio, a global leader in customer engagement platforms with a market cap of over $8.5 billion. Prior to leading global customer experience at Twilio, Glenn was co-founder of Appirio, a leading cloud consultancy and top global partner of Salesforce, Workday, and Google. And in this episode, Glenn discusses how to introduce IP into your company, the line between good and bad automation, and delivering on the basics of your customer promise so that you can broach more complex customer needs.Quotes*”There's no fast path to admiral or general in the army. The value of that is not just the respect you get from peers and teams, but also confidence. I would never wanna start my career in a position [that's] too high… You've gotta keep your eye on the goal, [which] is to build experiences and build confidence. The career ladder comes. it will come by you excelling at your job, being a good teammate. But you don't want to come in on day one and be like, ‘How do I make my way to level 3, 4, 5, 6, 7?'”*”Where automation makes people's lives easier, you want it and you wanna push it. You shouldn't have to do anything other than text a message to a number to accomplish something. That's good automation. Then there's bad automation, which is annoying, which is marketing driven and non-consensual. When you're forced to talk to a chatbot instead of a human, because you can just tell they're trying to cut costs. That's an unnatural level of automation. It's not a customer experience-centric way to build.”*”One of the things Twilio talks about all the time is conversations with customers that start out as an automated conversation should be able to seamlessly drift into a live conversation and back, and be recognized as a single thread. That to me is one of the ultimate manifestations of customer engagement, where it crosses channels and feels like a continuous conversation. That's one of the things we preach at Twilio. Customer engagement, meeting customers where they want to be met, not where you want to meet.”*“I kind of think of this as like Maslow's hierarchy of needs translated into technology or for any company. This is a theory that says that if you don't take care of someone's basic needs, you haven't really earned the right to their attention for some higher order stuff. For humans, the basic needs are shelter, food, and oxygen. And now you can start talking about higher level things like fulfillment and satisfaction. So at Twilio, the version of that is the basic needs of our customers. Their messages need to reach their recipients. Their messages need to comply with requirements so they're not blocked or filtered by carriers. You need to be able to send the volume of messages… If we don't take care of those basics, we haven't earned the right to talk about improving your marketing strategy, improving your ROI on customer engagement. All that stuff comes later. And that's really a lot of the Twilio value proposition, but we don't have the right to talk about that until we handle the basics.”Time Stamps[0:16] Introducing Glenn Weinstein, Chief Customer Officer at Twilio[2:51] How did Glenn get started in the tech industry? [4:50] Learn about Glenn's experience in the Naval Academy and how his education there led him into a tech career[8:01] What was it like consulting for Lockheed Martin in the 90s?[10:41] Why having a strong technical background is an advantage as a leader in software companies[12:47] What the Navy taught Glenn about running a SaaS company[14:32] How did Glenn come to co-found Appirio?[17:32] How did Glenn and his co-founders know when it was time to sell Appirio?[20:45] How did Glenn build the skills to run his own business?[25:36] Where is the correct balance between human interaction and automation?[27:21] How do you decide where to experiment in the customer experience?[33:38] Glenn's advice for offering a world class customer experienceBioGlenn represents the voice of the customer, with responsibility for Twilio's technical support, customer success, customer experience, professional services, and systems integrator partner teams. Before Twilio, Glenn was co-founder of Appirio, a leading cloud consultancy and top global partner of Salesforce, Workday, and Google, and he has also led consulting and support teams at numerous public software companies. Glenn received a BS in Computer Science from the U.S. Naval Academy, and an MS in Computer Science from Rensselaer Polytechnic Institute.Thank you to our friendsThis podcast is brought to you by HGS. HGS is a digital customer experience leader dedicated to delivering winning customer interactions at scale that are prompt, personal, and positive. We continuously transform, optimize, and grow enterprises to exceed ever-rising customer expectations. HGS provides our clients with the right talent and technologies needed to champion every moment. Learn more at hgs.cx.LinksConnect with Glenn on LinkedInCheck out TwilioConnect with Larry on LinkedInCheck out HGS

Elizabeth Henry is the founder of Henry General Strategies a consulting firm focused on strategies for the business side of scaling emerging technologies – like additive manufacturing -to reach industrial manufacturing scale. Rooted in strategic communications, Liz brings nearly twenty years of industry, government, and coaching experience as a partner to high-performing organizations in emerging technologies to lead the team at HGS. Before we get started head over to www.3degreescompany.com and subscribe to the podcast. Remember you can listen to the show anywhere you download your podcasts including Spotify, Apple, Amazon, or Stitcher. Also, if you or your company are looking for materials, qualification, and or general Additive Manufacturing support. Reach out to the team through our website or via email at info@3degreescompany.com

Hello Listeners! The HGS lads are back with their coverage of Nycron City! We hope you all enjoy this episode we lost a tiny bit of the intro due to recording glitch but we thought why not let you all enjoy some still solid content!Thanks to Goblin's Hut for their support of our program!www.goblinshut.comJoin our Community on Discord! https://discord.gg/DCRDEejIf you enjoy our programs, consider supporting our podcast through Patreon!https://www.patreon.com/RR30KPODCASTThank you to everyone who listens, interacts, and gives us feedback! We sincerely appreciate it!#HorusHeresy #30K #warhammer30K #Warhammer #wargaming #warmongers #forgeworld #gamesworkshop #RR30K #podcast #Horus #warhammer40k #hardforheresy #NovaOpen

Wendy Shlensky is an out of the box thinker and Analyst Relations maven. What is a maven? It is someone who translates complexities into lay language. She has been working in with industry analysts for over 20 years, starting at Giga Information Group, Forrester Research, starting the analyst relations program at Cognizant, creating a CoE at Infosys, starting a program at HGS before starting her own analyst relations advisory consulting firm, Canopy Communications & Marketing, Inc. We discuss how to effectively engage analysts at any conference. Be sure to check out the Bendy Show https://www.thebendyshow.com/ for a masterclass on analyst Relations. Of particular interest is Season 2: Maximize your time at Analyst Events https://www.thebendyshow.com/podcast/episode/1b76a850/season-2-maximize-your-time-at-analyst-events Give it a listen and let us know what you think?   Today's guest  Wendy Shlensky AR Maven Canopy Communications wendy@canopycommunication.com Twitter https://twitter.com/WLS26 LinkedIn https://www.linkedin.com/in/wendyshlensky/ Podcast Hosts Jeff Roster Twitter https://twitter.com/JeffPR LinkedIn https://www.linkedin.com/in/jeff-roster-bb51b8/ Website https://thisweekininnovation.com Brian Sathianathan Twitter  https://twitter.com/BrianVision Website https://www.iterate.ai Podcast Website https://www.podbean.com/pu/pbblog-f8asf-af2782 https://thisweekininnovation.com Apple https://podcasts.apple.com/us/podcast/this-week-in-innovation/id1562068014 Spotify https://open.spotify.com/show/2QDqTUnt6jebdRHbRzSTJN LaunchPadOne https://www.launchpaddm.com/pd/This-Week-in-Innovation?showAllEpisodes=true Listen Notes https://lnns.co/2QPSfnizE5K     #innovation, #thisweekininnovation, #DigitalTransformation, #podcast, #retailpodcast, #emergingtechnologies, #5ForcesOfInnovation, #TRI2022, #tri2022, #Startup, #Startups, #Retailers, #retail, #retailtechnology, #retailtech, #futureofretail, #retailtrends, #VentureCapital, #VC, #Founders, #Entrepreneurs, #Gartner, #IHL, #mentorship, #ArtificialIntelligence, #AI, #cloud, #InternetOfThings, #IoT, #Blockchain, #LowCode

Fall is always a BOOtiful time of year on Block Island. As October winds down and the island becomes quiet, one has time to notice how gloriously spooky this place can be! For the third installment of Block Island Ghost Stories Rich and Marc call on some pros to help discuss a few of the island's spectral specimens. Rob Coakley, Dave Wilkins and Jesse Wilkins dropped the first episode of their podcast Hometown Ghost Stories on November 6, 2021. Since then the cast has virtually exploded garnering nearly twenty thousand downloads per episode. Featuring a unique story telling style followed by discussion amongst the hosts, HGS does a FANTASTIC job of capturing the spooky essence of their subjects.Back in July the team dropped their Block Island episode. With the help of our very own Block Island Ghost Tours crew Rob, Dave and Jesse were introduced to some of the island's most notoriously haunted spots. The HGS team found Block Island to be so haunted that a return trip is in the works! Enjoy this episode and be sure to check out the Hometown Ghost Stories podcast on all major streaming platforms. Happy Halloween!

This episode features an interview with Dutta Satadip, Chief Customer Officer at ActiveCampaign, a leading cloud software company offering a category-defining customer experience automation platform. Dutta is a tech industry veteran with over 20 years of experience, having held leadership roles at companies like Pinterest and Google. In this episode, Dutta talks about understanding the ins and outs of customer pain points, building mutual accountability with customers, and key automation techniques that help hook customers.Quotes*”One of the things we did was to start something called an accelerated onboarding. It's not optional to attend it. We are gonna reserve spots for you. We give you a slot. That has been a good way for people to create a little bit of mutual accountability [with clients]." *”Sometimes people are just putting stuff in [their] cart and are not gonna come back. In 2021, we did a study and customers had left over 76.4 million dollars of revenue in their shopping carts. So we're talking about a [potential] customer who we haven't recovered. [Our clients] have used automation to remind people, ‘Hey, you have left this in the cart. Here's a little bit of a coupon.' We see almost 14% recovery [with them]. As a business, if you're not employing these automation techniques, you are leaving customers on the table and as a consequence, money on the table.”*Having a good top line mission and a leadership team that buys into that mission and vision is super important. Because at the end of the day, if something is not happening, it's because it's not getting prioritized. So ultimately I think a lot of the onus of making clients successful has to come from leadership.”Time Stamps*[0:07] The Case of the Missing Customer*[0:32] Introducing Dutta Satadip, Chief Customer Officer at ActiveCampaign*[0:54] Dutta's Co-Detective Credentials*[6:19] Evidence #1: Client doesn't know their customers well*[13:34] Evidence #2: Client has insufficient communication with their customers*[17:40] Evidence #3: Lack of automation*[25:10] Evidence #4: Client doesn't know how to encourage customers to become lifetime customers*[39:46] Debrief*[41:04] HGS PubBioDutta Satadip is the Chief Customer Officer at ActiveCampaign and is a tech industry veteran, thought leader and keynote speaker who specializes in customer strategy, customer acquisition, customer retention and scaling operations.Dutta has more than 20 years of industry experience and has held various senior leadership roles in most key operating areas, including Pre-Sales, Business Operations, Product Strategy, Product Management, Product Marketing, Engineering as well as Consulting positions. He specializes in transforming organizations by identifying the right strategic levers to drive the business while minimizing risk. Dutta has operated extensively in both developed and emerging countries.Thank you to our friendsThis podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.LinksConnect with Dutta on LinkedInFollow Dutta on TwitterConnect with Lyssa on LinkedInCheck out HGS

This episode features an interview with Janelle Estes, Chief Insights Officer at UserTesting, an on-demand human insight platform that quickly gives companies a first-person understanding of how their target audience behaves throughout any experience and why. Janelle has over 15 years of experience in customer research for both B2B and B2C companies to help them transform their customer and user experiences. She has also held UX research consulting roles at Nielsen Norman Group and Forrester Research. In this episode, Janelle talks about understanding your customers as human beings, engaging them in the feedback and development process, and embedding the customer voice in your business.Quotes*”Customer experience is really about people, and serving your customers as people and human beings.”*”Without the context of understanding your customers as humans and hearing from them [about] why they might have given you a low NPS rating or why they're leaving a particular page, you can't make an educated decision of what to do and how to fix it.”*”The interesting thing about people and customers is that while they don't wanna be tracked, they wanna be heard… You've heard the phenomenon, like everyone hates surveys, nobody fills them out, only a small percentage fill them out because they're tired of them… What this study and research uncovered was that people aren't fatigued by taking surveys. They're actually fatigued by taking surveys and then the company not actually doing anything with the information.”*”Don't try to change everything at once. Don't try to boil the ocean. Find one or two places in that product development flow that you really want people to talk to customers and then find a way to embed it there.”*”How do we get to a place where we're not just over indexing on all the things people are doing and where they're clicking and what they're saying on all these different platforms? What if we just reintroduced the customer as a person that is next to us every day or provides intelligence to us on an ongoing basis? To me, that's the future. And that's what gets me super excited about what we have in front of us.  And I think there's so much room and opportunity for us to  reintroduce the human into the business conversation.”*”The really interesting thing about personas to me is that we tend to think that everybody who falls into that persona is the same, but there's so much variety within personas. And so imagine if you could go talk to five people that fit into the profile of your key persona. You're gonna meet five very different people.”Time Stamps*[0:04] How to better understand your customers as humans and support a more diverse UX*[0:28] Introducing Janelle Estes, Chief Insights Officer at UserTesting*[5:55] How UserTesting helps organizations connect with customers*[8:34] What is a customer experience narrative?*[10:51] Finding inspiration from your own best customer experience*[11:30] The revealing metrics behind customer behavior*[16:35] How UserTesting engages customers in their own experience*[25:49] Where to begin when wanting to better understand your customers*[32:32] Why it's critical to talk to customers who fit your ideal guest persona*[34:21] Debrief*[35:21] HGS PubBioJanelle is an expert research practitioner fascinated by human behavior and intrigued by data insight. She brings over 15 years' experience conducting large-scale customer research initiatives for both B2C and B2B companies across a variety of industries to help them transform their customer, user, and brand experiences. Janelle is responsible for stewarding the future of Human Insight and translating that into opportunities to evolve the UserTesting platform. Prior to UserTesting, Janelle held UX research consulting roles at Nielsen Norman Group and Forrester Research.Thank you to our friendsThis podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.LinksConnect with Janelle on LinkedInFollow Janelle on TwitterConnect with Lyssa on LinkedInCheck out HGS

This episode features an interview with Srikrishnan Ganesan, Co-Founder and CEO of Rocketlane, a high-growth customer onboarding software that lets you collaborate with customers. Sri has over nine years of experience growing and scaling SaaS companies. In this episode, Sri discusses how to speed up employee communication across silos, the critical customer onboarding timeline, and developing accountability with customers so they take some ownership of their own experience.Quotes*”We figured out what [our customers'] biggest time sinks are and automated some of those. [Then] built a beautiful experience that makes those people look good in front of the customer. It [was] like [an] aha moment for them to say, ‘Hey, wow, this is where I spend a lot of my energy wastefully. And the product is doing all this for me. And it's not one more tool. It's the tool that I'm going to use with my customers during this whole engagement. It's getting rid of multiple tools and making it one singular experience.'”*”From an efficiency standpoint, there's a lot of ways in which you can see the benefit of better onboarding. Firstly, if you get everyone to execute in a coordinated way on time, it gets your customer to value faster. And that's super important for SaaS because very often churn happens because it's been six months since you bought a product. You have some sort of an implementation that happened, but then you're not truly live yet. Your team hasn't adopted that software yet. And when it comes up for renewal, you're gonna be like, we didn't see [the] value.”*”The more you control [onboarding] and actually get the customer live in three to four weeks, you're more likely to have that successful partnership with them and build upon where you start.”*”Especially if you're selling to mid-market or enterprise, you're never truly done onboarding the customer. You're done with phase one. You're gonna start phase two next. So there are ongoing initiatives that you want to run collaboratively with the customer, where you wanna hold the customer accountable as well, and deliver a better experience on both sides.”*”Is my customer success team playing offense or defense and why? By playing offense, we mean, are they focused on expansion and focused on going after more use cases, doing more with the customer, setting up more integrations, et cetera? Or are they on defense saying, ‘Hey, sorry, but we are not able to deliver on this yet'?”*”If you do a great job during onboarding, then automatically you are more on the offense than on defense with those customers. If you do a sloppy job, you're on the back foot from the get go. You can't talk renewal. You need to first win back trust from the customer again before you go that direction.”Time Stamps*[0:11] The Case of Slow Customer Onboarding*[0:30] Introducing Srikrishnan Ganesan, Co-Founder & CEO at Rocketlane*[1:21] Get to know Rocketlane*[9:50] Evidence #1: Employee communication is siloed*[15:56] Evidence #2: Customers are left to conduct their own orientation of the product*[26:14] Evidence #3: Customer onboarding is standardized*[19:19] Debrief: Review takeaways*[30:05] HGS Pub: Lyssa and Sri celebrate cracking the caseBioSrikrishnan (Sri) Ganesan is a co-founder of the fast-growing customer onboarding platform Rocketlane, a SaaS product that helps businesses by replacing generic project management and document collaboration tools with a unique, unified workspace. Sri has spent his last nine years building and scaling SaaS businesses. His last startup was acquired by Freshworks (NASDAQ:FRSH) in 2015 and went on to become their fastest-growing product (Freshchat). He is passionate about all things CX and startups.Thank you to our friendsThis podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.LinksConnect with Sri on LinkedInFollow Sri on TwitterConnect with Lyssa on LinkedInCheck out HGS

This episode features an interview with Tom Martin, CEO at Glance Networks, a software company that provides in-the-moment web and mobile co-browsing, screen share, and video solutions that help increase customer satisfaction, improve brand loyalty, and drive new revenue. In this episode, Tom talks about the key to brand loyalty, removing friction points in the customer journey, and how the best technology is invisible.Quotes*”The loneliest place in the world isn't the desert, it's the internet. And people wanna do business with other human beings that they know, like and trust. And when you realize that the world has gotten really complicated and then you have to do everything digitally, we realized that this human piece, this human component, married and brought together with digital suddenly is like the winning combination to really deliver the outcomes that businesses are looking and seeking to achieve.”*”When you can be a business that can help people achieve [their] goals by providing that level of expertise in the middle of a journey, you realize [that] we can actually get more people through that journey and have the outcomes that we're looking for. And that's why people stay in touch. They have a great relationship and suddenly you're the face of that company. The technology needs to be there, but suddenly it's that emotional connection that binds you to that company, into that product that suddenly makes you that lifetime or higher loyalty customer.”*”Humans take the path of least resistance. They're like water. And so if you can remove steps and reduce that friction, that might be the biggest reason why people choose to work with you versus someone else.”*”I think about technology, and if you can make technology create an experience that allows two people to engage and communicate, and they never have to know how the technology works, it's never really present, and it works in the background, suddenly you're like, we've achieved Nirvana.”*”I.M. Pei, the great architect, always said, 'Simplicity is the art of design.' And so, you look at Japanese woodwork and you realize it's so complex, but on the outside, it looks so simple. And the beauty is so apparent. But behind it, it's all these little widgets and connections and joints to create this experience. And I think that to me is what most companies are attempting to achieve. Not all actually achieve it, but how do you create simple experiences knowing the technology is the enabler of the experience?”*”I think you start with the customer journey and you also try to start with how customers are also buying and consuming other things, not just within your own environment. Because today, businesses are really competing against other experiences.”*”When you can have an experience [where you] order something and it shows up tomorrow, you then have to ask yourself, Why is it so hard to buy a car? Why is it so hard to apply for a mortgage? Why is enrolling in healthcare this hard and it takes so long? My expectations have shifted, not because my expectations of healthcare have shifted. It's because I'm having better experiences elsewhere.”*”The best companies have organized around saying someone needs to own the journey, the experience. What is our face to the customer? Knowing full well that they're gonna need to interface with different parts of the business to make it happen, to make it be realized. But you can't sit there and have different parts of the organization be like, ‘No, we're gonna do it this way and we're gonna do it this way.' It has to be a unified approach.”Time Stamps*[0:10] The Case of Implementing Invisible Technology to Power Great Customer Experiences*[0:24] Introducing Tom Martin, CEO at Glance Networks*[6:35] Facilitating conversation and collaboration using embedded technology*[8:53] Where to begin your technology journey*[10:51] Finding inspiration from your own best customer experience*[14:42] Creating a unified approach to CX*[21:59] Personalizing the future customer experience*[23:42] Creating an affordably luxurious experience for your customer*[31:46] Extending your brand through the experience*[33:10] Debrief*[34:15] HGS PubBioTom Martin serves as chief executive officer of Glance, and oversees the company's strategy, product development, and go-to-market activities. Tom is known as a customer experience and contact center strategist, product lifecycle expert, and partnership builder. Tom has led Glance through a successful “pivot,” transitioning from a small business screen share tool to a provider of omnichannel visual engagement solutions for some of the largest enterprises in the world. Since that pivot, Glance has experienced multiple years of 70 percent of Year over Year growth. Prior to joining Glance in 2013, Tom spent over a decade at Verizon building and managing strategic partnerships. Outside of the office, Tom is an avid backcountry skier, mountaineer, and competitive cyclist.Thank you to our friendsThis podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.LinksConnect with Tom on LinkedInFollow Tom on TwitterConnect with Lyssa on LinkedInCheck out HGS

When Ahab recruits King Jehoshaphat for his campaign against the Arameans, the pre-battle conference with the prophets gets…interesting. Text: 1 Kings 21 & 22Players:  Yahweh King Ahab King Jehoshaphat  Micaiah What's Spooky:  A stoned corpse Death by arrow puncture Dogs licking up human blood Music: Winds of Change | Four TreesStay With Me  | Dexter BritatinI Am Not A Tyrant | Ryan TaubertYoung Dreams | Luke AtencioNeedles | Jo BlankenburgHouse of Dalmore | Jo BlankenburgCatharsis | Jo BlankenburgKing's Feast | Wicked CinemaFrom the North | Wicked CinemaPlay the Ponies | Jo BlankenburgTime Is Running Out | Alistair SungEnigma | DuomoTranquility Returns | Alistair SungUnion | ToloFine-Toothed Chrome | Sam BarshMore:—Want to hear HGS scenes remixed with modern music? Become a Patron of Holy Ghost Stories and you'll get a remix every couple of weeks, along with bonus episodes, full scripts, discussion guides, and—above all—the joy of partnering with Justin to tell good stories.—Sign up for The Latest, an email Justin sends twice a month with behind-the-scenes info about each episode, interesting things from around the internet, and a look at his family's global wanderings.—Rep the show—Purchase HGS t-shirts, mugs, and more here—Find out about Holy Ghost Stories or contact Justin Gerhardt at holyghoststories.org

Soon after they rebuild Jerusalem's walls, the Israelites discover a much more serious threat to their security. Text: Nehemiah 7:73-8:17Players:  Yahweh The Israelites Ezra Music: Winds of Change | Four TreesControl | Heretic No Place on Earth | Tony AndersonDaydream in D for Cello  | Eric KinnyVision | Steven GutheinzView from Above | Alistair SungOpaque  | Luke AtencioFear Not | Ryan TaubertUnfold | Steven GutheinzRound | Steven GutheinzLet Go | Chris ColemanSeen | Chris ColemanFine Toothed Chrome | Sam BarshMore:—Want to hear HGS scenes remixed with modern music? Become a Patron of Holy Ghost Stories and you'll get a remix every couple of weeks, along with bonus episodes, full scripts, discussion guides, and—above all—the joy of partnering with Justin to tell good stories.—Sign up for The Latest, an email Justin sends twice a month with behind-the-scenes info about each episode, interesting things from around the internet, and a look at his family's global wanderings.—Rep the show—Grab some HGS merch here—Find out about Holy Ghost Stories or contact Justin Gerhardt at holyghoststories.org

A king screams, a shaman prays to Yahweh, and a donkey speaks. This is the curious story of Balaam. Text: Numbers 22-24Players:  Yahweh Balaam King Balak Balaam's donkey What's Spooky:  A severed goat head Animal cruelty Music: Winds of Change | Four TreesThe Rite | Wicked CinemaDreamstrider | Cody MartinReactor | Wicked CinemaThe Throne | Wicked CinemaColony | Wicked CinemaLore | Wicked CinemaMystery | Third AgeIronclad | Wicked CinemaThe Curse | Wicked CinemaA Peaceful Moment | MarieForsaken Ritual | Cody MartinPenumbra | Hannah ParrotConstant | KollenFine-Toothed Chrome | Sam BarshMore:—Want to hear HGS scenes remixed with modern music? Become a Patron of Holy Ghost Stories and you'll get a remix every couple of weeks, along with bonus episodes, full scripts, discussion guides, and—above all—the joy of partnering with Justin to tell good stories.—Sign up for The Latest, an email Justin sends twice a month with behind-the-scenes info about each episode, interesting things from around the internet, and a look at his family's global wanderings.—Rep the show—Purchase HGS t-shirts, mugs, and more here—Find out about Holy Ghost Stories or contact Justin Gerhardt at holyghoststories.org

When Rachel's sister steals her fiancé, all three of them are in for years of drama. Text: Genesis 29:1-30:24Players:  Yahweh Rachel Leah Jacob Laban Music: Winds of Change | Four TreesMorning Call | Marie Catalyst | Cody MartinKing's Feast | Wicked Cinema Waltz for a Lost Summer | Joshua SpachtShifting Sands | Wicked CinemaQuartz  | Jo BlankenburgVanished | Wicked CinemaAgainst the Odds | Cody MartinI Can See | MomentsAn Old Hearth | Wicked CinemaAware | ShimmerGarden Song | ShimmerSummer | CathedralFine Toothed Chrome | Sam BarshMore:—Want to hear HGS scenes remixed with modern music? Become a Patron of Holy Ghost Stories and you'll get a remix every couple of weeks, along with bonus episodes, full scripts, discussion guides, and—above all—the joy of partnering with Justin to tell good stories.—Sign up for The Latest, an email Justin sends twice a month with behind-the-scenes info about each episode, interesting things from around the internet, and a look at his family's global wanderings.—Rep the show—Grab some HGS merch here—Find out about Holy Ghost Stories or contact Justin Gerhardt at holyghoststories.org

Jonathan and his armor bearer sneak off to attack a Philistine outpost by themselves. If Yahweh's in, this will a day to remember. Text: 1 Samuel 14:1-15Players:  Yahweh Jonathan Jonathan's armor bearer King Saul What's Spooky:  Prostitution Military combat/violence Music: Winds of Change | Four TreesCaptive | HereticHubris | Jo BlankenburgPray | Seely Speak | Jo BlankenburgSkin | Jo BlankenburgThe Messenger | Jo BlankenburgAshes | Steven GutheinzShadows/Light | KollenFine Toothed Chrome | Sam BarshMore:—Want to hear HGS scenes remixed with modern music? Become a Patron of Holy Ghost Stories and you'll get a remix every couple of weeks, along with bonus episodes, full scripts, discussion guides, and—above all—the joy of partnering with Justin to tell good stories.—Sign up for The Latest, an email Justin sends twice a month with behind-the-scenes info about each episode, interesting things from around the internet, and a look at his family's global wanderings.—Rep the show—Grab some HGS merch here—Find out about Holy Ghost Stories or contact Justin Gerhardt at holyghoststories.org

Four 15-year-olds have the opportunity of a lifetime, but one of them—a boy named Daniel—seems intent on blowing it. Text: Daniel 1Players:  Yahweh Daniel Hananiah, Mishael, and Azariah What's Spooky: Two mentions of prostitutionMusic: Winds of Change | Four TreesSahara | Cody MartinMost Curious | ShimmerI Am Not a Tyrant | Ryan TaubertPenumbra | Hannah ParrotBreezehome | Cody MartinBalboa | Steven GutheinzMariner | Steven GutheinzQuartz | Jo BlankenburgVikersund | RoreFine-Toothed Chrome | Sam BarshMore:—Become a Patron of Holy Ghost Stories and you'll get bonus episodes, remixed scenes full scripts, discussion guides, and—above all—the joy of partnering with Justin to tell good stories.—Sign up for The Latest, an email Justin sends twice a month with behind-the-scenes stuff about each episode, interesting things from around the internet, and a look at his family's global wanderings.—Grab some HGS merch here—Find out about Holy Ghost Stories or contact Justin Gerhardt at holyghoststories.org

With her back against the wall, Tamar gets creative and cooks up a plan pregnant with possibility. Text: Genesis 38Players:  Yahweh Tamar Judah What's Spooky:  Sexual Abuse/Rape Themes of Prostitution Music: Winds of Change | Four TreesDawnstar | Cody MartinCurrent Miner | Luke AtencioSunlit Grave (instrumental) | Saint MesaCrooked Man | Wicked CinemaYoung Dreams | Luke AtencioRequiem | DuomoDon't Go | Chris ColemanBreaking Gravity | Cody MartinTo the Mines | Ryan TaubertTuatha De Danaan | Third AgeLondon Port | Cody MartinRegain Once Lost | A TaylorSelha | Stephen KeechFine-Toothed Chrome | Sam BarshMore:—Want to hear HGS scenes remixed with modern music? Become a Patron of Holy Ghost Stories and you'll get one every couple of weeks, along with bonus episodes, full scripts, discussion guides, and—above all—the joy of partnering with Justin to tell good stories.—Sign up for The Latest, an email Justin sends twice a month with behind-the-scenes stuff about each episode, interesting things from around the internet, and a look at his family's global wanderings.—Grab some HGS merch here—Find out about Holy Ghost Stories or contact Justin Gerhardt at holyghoststories.org

Improving care and access for youth mental health globally begins with understanding the problem. UNICEF's On My Mind 2021 Report and separately, Drs. Howard Gardner's and Wendy Fischman's The Real World of College, underscored the mental health challenges young people are facing. In this episode of Planet Classroom, Orb introduces us to the work of Harvard's Wendy Fischman and filmmaker Chelsea Jackson. We learn about the strategies used by young leaders from the Global Youth Mobilization movement to address mental health issues. We share perspectives from youth film critics on the work of acclaimed educator Molly Beauregard shown in the film Tuning the Student Mind. Mental Health should be on all our minds. Get the inside scoop on how change leaders are tackling the challenges.

Improving care and access for youth mental health globally begins with understanding the problem. UNICEF's On My Mind 2021 Report and separately, Drs. Howard Gardner's and Wendy Fischman's The Real World of College, underscored the mental health challenges young people are facing. In this episode of Planet Classroom, Orb introduces us to the work of Harvard's Wendy Fischman and filmmaker Chelsea Jackson. We learn about the strategies used by young leaders from the Global Youth Mobilization movement to address mental health issues. We share perspectives from youth film critics on the work of acclaimed educator Molly Beauregard shown in the film Tuning the Student Mind. Mental Health should be on all our minds. Get the inside scoop on how change leaders are tackling the challenges.

Improving care and access for youth mental health globally begins with understanding the problem. UNICEF's On My Mind 2021 Report and separately, Drs. Howard Gardner's and Wendy Fischman's The Real World of College, underscored the mental health challenges young people are facing. In this episode of Planet Classroom, Orb introduces us to the work of Harvard's Wendy Fischman and filmmaker Chelsea Jackson. We learn about the strategies used by young leaders from the Global Youth Mobilization movement to address mental health issues. We share perspectives from youth film critics on the work of acclaimed educator Molly Beauregard shown in the film Tuning the Student Mind. Mental Health should be on all our minds. Get the inside scoop on how change leaders are tackling the challenges.