Podcast appearances and mentions of jeff nicholson

Step into the excitement of the Houston Auto Show as we uncover the latest innovations in the automotive world! This episode is a thrilling exploration of luxury SUVs, featuring an engaging conversation with Jeff Nicholson from West Point Lincoln. Get the inside scoop on the Lincoln Navigator, a model that is rapidly becoming a favorite among luxury car buyers.As we navigate through the rich history behind luxury vehicles, we take a deep dive into Lincoln's evolution in the automotive industry and how it stands up against key competitors like the Cadillac Escalade. With sales strategies shifting, Nicholson shares how Lincoln emphasizes not only the quality of its vehicles but the buying experience itself, allowing customers to explore without pressure.Join us as we also touch upon the fascinating motorsports landscape, highlighting the trends and upcoming events that every car enthusiast should mark on their calendar. Whether you're in the market for a new car or simply passionate about automotive history, this episode promises valuable insights and captivating discussions!Don't forget to subscribe for more automotive chats and insights. Share your thoughts with us on social media – what are your favorite cars showcased at the auto show?Be sure to subscribe for more In Wheel Time Car Talk!The Lupe' Tortilla RestaurantsLupe Tortilla in Katy, Texas Gulf Coast Auto ShieldPaint protection, tint, and more!ProAm Auto AccessoriesProAm Auto Accessories: "THE" place to go to find exclusive and hard to find parts and accessories!Disclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.---- ----- Want more In Wheel Time Car Talk any time? In Wheel Time Car Talk is now available on Audacy! Just go to Audacy.com/InWheelTimeCarTalk where ever you are.----- -----Be sure to subscribe on your favorite podcast provider for the next episode of In Wheel Time Car Talk and check out our live broadcast every Saturday, 10a - 12noonCT simulcasting on Audacy, YouTube, Facebook, Twitter, Twitch and InWheelTime.com.In Wheel Time Car Talk podcast can be heard on you mobile device from providers such as:Apple Podcasts, Amazon Music Podcast, Spotify, SiriusXM Podcast, iHeartRadio podcast, TuneIn + Alexa, Podcast Addict, Castro, Castbox, YouTube Podcast and more on your mobile device.Follow InWheelTime.com for the latest updates!Twitter: https://twitter.com/InWheelTimeInstagram: https://www.instagram.com/inwheeltime/https://www.youtube.com/inwheeltimehttps://www.Facebook.com/InWheelTimeFor more information about In Wheel Time Car Talk, email us at info@inwheeltime.comTags: In Wheel Time, automotive car talk show, car talk, Live car talk show, In Wheel Time Car Talk

Step into the 42nd annual Houston Auto Show with us, where cars and boats meet in an extraordinary showcase, and discover what makes the latest 2025 Lincoln Navigator a standout in luxury. Jeff Nicholson from West Point Lincoln joins us to give the lowdown on this remarkable vehicle, offering a unique chance to weigh it against its rivals like the Cadillac Escalade, without any sales pitches nagging at your wallet. It's a gearhead's dream day out, complete with clear skies and a plethora of shiny new vehicles just waiting to be explored.But it's not just about the glitz and glam—our episode takes a fun detour through the personal tales and tech transformations that have shaped the car industry. From humble beginnings at AutoNation to the bustling hustle of a Chevrolet dealership, we share how technology has shifted gears in sales and service. Our chat is seasoned with humor and family cameos, making it feel like a conversation with friends. We wrap things up with a peek into the motorsport world, sharing our excitement for upcoming races while airing our frustrations with the latest streaming hurdles. Join us for a joyride through the automotive world, as we celebrate the cars, the stories, and the community that fuels our passion.Be sure to subscribe for more In Wheel Time Car Talk!The Lupe' Tortilla RestaurantsLupe Tortilla in Katy, Texas Gulf Coast Auto ShieldPaint protection, tint, and more!ProAm Auto AccessoriesProAm Auto Accessories: "THE" place to go to find exclusive and hard to find parts and accessories!Disclaimer: This post contains affiliate links. If you make a purchase, I may receive a commission at no extra cost to you.---- ----- Want more In Wheel Time Car Talk any time? In Wheel Time Car Talk is now available on Audacy! Just go to Audacy.com/InWheelTimeCarTalk where ever you are.----- -----Be sure to subscribe on your favorite podcast provider for the next episode of In Wheel Time Car Talk and check out our live broadcast every Saturday, 10a - 12noonCT simulcasting on Audacy, YouTube, Facebook, Twitter, Twitch and InWheelTime.com.In Wheel Time Car Talk podcast can be heard on you mobile device from providers such as:Apple Podcasts, Amazon Music Podcast, Spotify, SiriusXM Podcast, iHeartRadio podcast, TuneIn + Alexa, Podcast Addict, Castro, Castbox, YouTube Podcast and more on your mobile device.Follow InWheelTime.com for the latest updates!Twitter: https://twitter.com/InWheelTimeInstagram: https://www.instagram.com/inwheeltime/https://www.youtube.com/inwheeltimehttps://www.Facebook.com/InWheelTimeFor more information about In Wheel Time Car Talk, email us at info@inwheeltime.comTags: In Wheel Time, automotive car talk show, car talk, Live car talk show, In Wheel Time Car Talk

That's a wrap for Season 15 of The ModGolf Podcast! Our team is currently working on your next twelve episodes for Season 16, which launches in mid September 2024. We heard some amazing stories from a diverse group of guests who discussed how inclusion, technology, entertainment, music, celebrity, hospitality and community building intersect to shape the future of golf. Join our mission to make golf more innovative, inclusive and fun... and WIN some awesome golf gear! As the creator and host of The ModGolf Podcast and YouTube channel I've been telling golf entrepreneurship and innovation stories since May 2017 and I love the community of ModGolfers that we are building. I'm excited to announce that I just launched our ModGolf Patreon page to bring together our close-knit community of golf-loving people! As my Patron you will get access to exclusive live monthly interactive shows where you can participate, ask-me-anything video events, bonus content, golf product discounts and entry in members-only ModGolf Giveaway contests. I'm offering two monthly membership tiers at $5 and $15 USD, but you can also join for free. Your subscription will ensure that The ModGolf Podcast continues to grow so that I can focus on creating unique and impactful stories that support and celebrate the future of golf. Click to join >> https://patreon.com/Modgolf I look forward to seeing you during an upcoming live show!... Colin https://files.fireside.fm/file/fireside-uploads/images/1/1ea879c1-a4a2-4e10-bea4-e5d8368a3c7a/q_IZwlpO.jpg (https://patreon.com/Modgolf) If you didn't get the chance to listen to all of our twelve Season 15 episodes, this bonus show gives you a recap of the great conversations I had with some of the golf industry's top influencers, innovators and entrepreneurs. Hopefully this will inspire you to listen to a couple of the episodes listed below. Let us know which ones you enjoyed the most and why you liked them! https://media24.fireside.fm/file/fireside-uploads-2024/images/1/1ea879c1-a4a2-4e10-bea4-e5d8368a3c7a/sSKQS-ad.jpg Our Season 15 guests were: Episode 1 David Hinkle and Rio Valeriano - T36 Golf Co-Founders "We're flipping the script on traditional golf and redefining the sport for a new generation of golfers" T36 Golf Co-Founders David Hinkle and Rio Valeriano join host Colin Weston to share how their "Double Loop" design delivers a full 18-hole game experience with a smaller environmental footprint and shorter playtime. Click to listen >> CREATING A NEW TYPE OF GOLF (https://modgolf.fireside.fm/166-t36golf) Episode 2 Tyler Simmons - CEO and Founder of BucketGolf "Seeing my roommate throw his clothes into his pop-up laundry hamper, I realized that I should instead make retractable pop-up buckets which cut our product cost almost in half." Tyler Simmons - CEO and Founder of BucketGolf shares how they have created a portable, fun golf game that anyone can enjoy almost anywhere. Click to listen >> TURNING A HOMEMADE GOLF GAME INTO A GLOBAL BUSINESS VENTURE (https://modgolf.fireside.fm/167-bucket-golf) Episode 3 Nick Darby - UK non-profit Get Golfing "It was such a shame seeing all these beautiful golf courses going downhill. So our job is to save as many courses as we can to keep golf flourishing." - Nick Darby with UK non-profit Get Golfing shares how they are on a mission to revolutionize the golfing experience. Click to listen >> A NON-PROFIT ON A MISSION TO REVOLUTIONIZE THE GOLFING EXPERIENCE (https://modgolf.fireside.fm/168-nick-darby-getgolfing) Episode 4 Jared Solomon - CEO of Five Iron Golf "It doesn't matter that we made a million dollar mistake, let's keep moving forward and learn as we go". Jared Solomon - CEO of Five Iron Golf joins host Colin Weston to share how four co-founders built a successful indoor golf entertainment business starting from the back room of a Manhattan men's clothing store. Click to listen >> LEARN BY DOING AND JUST KEEP MOVING FORWARD (https://modgolf.fireside.fm/169-jared-solomon-five-iron) Episode 5 Carolin Pinegger - "The Golf Pitch Challenge" "I felt like I was treading water and not because I wasn't working hard enough. I was doing my very best and wasn't getting where I wanted to be. I needed to pivot and change!" Golf entrepreneur and Ex-Pro Golfer Carolin Pinegger shares her personal story and latest collaborative venture: The "Shark Tank for Golf Innovators" called The Golf Pitch Challenge. Click to listen >> EMBRACE CHANGE TO FUEL ENTREPRENEURIAL SUCCESS (https://modgolf.fireside.fm/170-carolin-pinegger) Episode 6 Ann Liguori - Author of "Life On The Green" To celebrate her recent book "Life on the green - lessons and wisdom from legends in golf" host Colin Weston creates a game show called "Who Said That??" to test Ann's ability to recall quotes from the dozen stories told. We hope you like this fun and inspiring episode as much as we enjoyed making it! Click to listen >> TAKING AN ENTREPRENEURIAL APPROACH TO BUILD A CAREER IN SPORT JOURNALISM (https://modgolf.fireside.fm/171-ann-liguori) Episode 7 Igor Vainshtein - Founder GolfTrak.app Entrepreneur Igor Vainshtein joins us to share his incredible journey that started when his parents immigrated to Australia from the former USSR with $200 and no English skills whatsoever. We discuss the ups and downs of entrepreneurship and Igor's passion to constantly innovate and create products that customers want. Click to listen >> EMBRACING LESSONS: WISDOM GAINED FROM FAILURE (https://modgolf.fireside.fm/172-igor-vainshtein) Episode 8 A BRIEF HISTORY OF SYNTHETIC TURF Known initially by names such as AstroTurf, ModSod and Artificial Turf, we explore the origins of synthetic sport surfacing with a focus on applications in the golf industry. Host Colin Weston speaks with subject matter experts Bob Johnston (Principal, JSA Sport Architecture) and Jeffery McDaniel (Synthetic Turf International) to uncover the history and explore the future of this multi-billion dollar industry. Click to listen >> A BRIEF HISTORY OF SYNTHETIC TURF (https://modgolf.fireside.fm/173-history-of-synthetic-turf) Episode 9 Tim Briand - Foresight Sports So how do golf launch monitors work and what is the technology behind them? Tim Briand with Foresight Sports joins host Colin Weston for an engaging and in-depth conversation about the massive growth in the launch monitor sector for both the professional player on the range and the recreational player having fun in a golf simulator. Click to listen >> TECH-DRIVEN PRODUCTS THAT BOTH TRAIN AND ENTERTAIN (https://modgolf.fireside.fm/174-tim-briand) Episode 10 Kevin Carpenter - The GratiDude / Grateful 4 Golf "I am perfectly content helping one person at a time, as every ripple makes a wave". Kevin Carpenter, aka The GratiDude joins us to share the impactful work he takes on through his Grateful 4 Golf non-profit program and his discovery of "The superpower of meditation". Click to listen >> SHARING AN ATTITUDE OF GRATITUDE (https://modgolf.fireside.fm/175-kevin-carpenter) Episode 11 Jeff Nicholson - VertaCat Mobility Riders Stand tall, roam free, and “Stand and play the VertaCat way”. Jeff Nicholson joins host Colin Weston to share how their 70 year old manufacturing company saw an opportunity to give back to the sport they love by creating the VertaCat all-terrain mobility rider for paraplegic athletes. Click to listen >> "THIS IS GOING TO CHANGE MY LIFE!" (https://modgolf.fireside.fm/176-vertacat) Episode 12 Barney Adams - Adams Golf Founder / CEO of Breakthrough Golf Technology We are joined by golf industry icon and entrepreneurial legend Barney Adams, who shares the trials, tribulations and successes he has encountered over his career that spans more than five decades. This episode provides you with lessons learned, key takeaways and nuggets of wisdom from one of golf's most successful entrepreneurs. Click to listen >> IF YOU DON'T LOVE IT DON'T DO IT (https://modgolf.fireside.fm/177-barney-adams) We want to thank our partner iGolf Genius Software for presenting this episode of The ModGolf Podcast! https://files.fireside.fm/file/fireside-uploads/images/1/1ea879c1-a4a2-4e10-bea4-e5d8368a3c7a/K9NPjjAv.jpg (https://www.golfgenius.com) Golf Genius powers tournament management at over 10,000 private clubs, public courses, resorts, golf associations, and tours in over 60 countries. So if you're a golf professional or course operator who wants to save time, deliver exceptional golfer experiences, and generate more revenue, check them out online at golfgenius.com (https://www.golfgenius.com). Special Guests: Ann Liguori - award-winning sport's talk show host, Barney Adams, Founder of Adams Golf and CEO, Breakthrough Golf Technology, Bob Johnston, Principal at JSA Sport Architecture Inc., Carolin Pinegger - CEO of David Leadbetter Entrerprises / The Golf Pitch Challenge / Online Golf Coach, David Hinkle - Co-Founder and Principal at T36 Golf, Igor Vainshtein - Founder of GolfTrak.app, Jared Solomon, CEO and Co-Founder of Five Iron Golf, Jeffrey McDaniel - Global Director of Business Development at Synthetic Turf International, Jeffrey Nicholson - Chief Marketing Officer with VertaCat, Kevin Carpenter, Coach, Teacher and The GratiDude / Grateful 4 Golf, Nick Darby - Golf Retail Sales Manager at Get Golfing, Rio Valeriano - Co-Founder and Principal at T36 Golf, Tim Briand - Director Of Business Development at Foresight Sports, and Tyler Simmons - CEO and Founder of BucketGolf.

"I have been involved with a lot of products over my life. But this product is it is like no other. A year ago I didn't even know what an adaptive golf cart was. We have learned so much. We meet our prospects on the driving range of a golf course. We can adjust the seats and hook up the strapping and get them in and buckled up, lift themselves up and then grab a 7-iron and they connect with that ball. And when they connect we make eye contact with their friends, their spouse and a smile comes on their face and they say "This is going to change my life!" And I've got goosebumps and tears in my eyes and it's just so rewarding. This is a blessing. It's a blessing and we're just so thankful that we get to participate in it." ... Jeff Nicholson, Chief Marketing Officer with VertaCat https://files.fireside.fm/file/fireside-uploads/images/1/1ea879c1-a4a2-4e10-bea4-e5d8368a3c7a/4RakuTxh.jpg (https://www.youtube.com/@modgolfpodcast/videos) Join our mission to make golf more innovative, inclusive and fun... and WIN some awesome golf gear! As the creator and host of The ModGolf Podcast and YouTube channel I've been telling golf entrepreneurship and innovation stories since May 2017 and I love the community of ModGolfers that we are building. I'm excited to announce that I just launched our ModGolf Patreon page to bring together our close-knit community of golf-loving people! As my Patron you will get access to exclusive live monthly interactive shows where you can participate, ask-me-anything video events, bonus content, golf product discounts and entry in members-only ModGolf Giveaway contests. I'm offering two monthly membership tiers at $5 and $15 USD, but you can also join for free. Your subscription will ensure that The ModGolf Podcast continues to grow so that I can focus on creating unique and impactful stories that support and celebrate the future of golf. Click to join >> https://patreon.com/Modgolf I look forward to seeing you during an upcoming live show!... Colin https://files.fireside.fm/file/fireside-uploads/images/1/1ea879c1-a4a2-4e10-bea4-e5d8368a3c7a/q_IZwlpO.jpg (https://patreon.com/Modgolf) VertaCat - The all-terrain mobility rider that elevates you into a standing position. Developed by a paraplegic athlete, VertaCat™ is loaded with state-of-the-art performance and safety features that you won't find anywhere else. https://files.fireside.fm/file/fireside-uploads/images/1/1ea879c1-a4a2-4e10-bea4-e5d8368a3c7a/TdRawE32.jpeg Max Togisala's 2023 USGA Open Victory Join us in congratulating Max Togisala on his victory in the Seated Impairment category at the 2023 USGA Adaptive Open. Max's achievement is truly inspirational and we are thrilled to celebrate this moment with you. https://files.fireside.fm/file/fireside-uploads/images/1/1ea879c1-a4a2-4e10-bea4-e5d8368a3c7a/OdWS9jsA.png You can also find out more about Jeff on his bio page (https://modgolf.fireside.fm/guests/jeff-nicholson). Want to learn about VertaCat, see some inspiring testimonials and even book a demo? Have a look at the VertaCat website (https://vertacat.com) for more. https://files.fireside.fm/file/fireside-uploads/images/1/1ea879c1-a4a2-4e10-bea4-e5d8368a3c7a/DIpqWLCU.png (https://vertacat.com) Episode Chapters 03:40: We want to thank Golf Genius Software who have supported The ModGolf Podcast since 2019! https://files.fireside.fm/file/fireside-uploads/images/1/1ea879c1-a4a2-4e10-bea4-e5d8368a3c7a/K9NPjjAv.jpg (https://www.golfgenius.com) Golf Genius powers tournament management at over 10,000 private clubs, public courses, resorts, golf associations, and tours in over 60 countries. So if you're a golf professional or course operator who wants to save time, deliver exceptional golfer experiences, and generate more revenue, check them out online at golfgenius.com (https://www.golfgenius.com). Special Guest: Jeffrey Nicholson - Chief Marketing Officer with VertaCat.

Oh we do like to be beside the B-sides. In this month's episode of What Do You Call That Noise? The XTC Podcast, Mia Rankin, Ashley LeCron, Crawford Blair and Mark Fisher pick their favourite non-album songs , ranging from She's So Square to The World Is Full of Angry Young Men. Music provided by Jeff Nicholson. The episode was inspired by Mia's ranking of all XTC B-sides on her Dead Letter Offices substack What Do You Call That Noise? An XTC Discovery Book available from www.xtclimelight.com  If you've enjoyed What Do You Call That Noise? The XTC Podcast, please show your support at https://www.patreon.com/markfisher Thanks to the Pink Things, Humble Daisies and Knights in Shining Karma who've done the same. ★ Support this podcast on Patreon ★

COWARDS OF SAN ANTONIO AND TDCJ RESORT TO TAKE ADVANTAGE OF WOMEN MEN MILITARY FAMOUS PEOPLE AND CHILDREN

What is the role of intelligence and intelligence services in diplomacy? How has modern technology affected intelligence collection and dissemination? Do the press and media play a role in intelligence? What is human intelligence and communication intelligence? Jeff Nicholson, a retired US Army intelligence officer, provides the answers. *Jeff Nicholson is a retired US military intelligence officer. He retired from the army as a lieutenant colonel. Nicholson served as a combat adviser in the Afghan army, a head of department in the US National Security Agency (NSA), and the Royal Saudi Land Forces' chief intelligence adviser. He took part in multiple battles of the United States in Afghanistan and Iraq, as well as its various global counter-terrorism missions. İstihbaratın ve istihbarat servislerinin diplomasideki rolü nedir? Modern teknoloji, istihbarat toplama ve yayma faaliyetlerini nasıl etkiledi? Basın ve medyanın istihbaratta rolü var mı? İnsan ve iletişim istihbaratı nedir? ABD ordusu emekli istihbarat subayı Jeff Nicholson yanıtlıyor. *Jeff Nicholson; ABD ordusundan emekli istihbarat subayı. Ordudan yarbay rütbesi ile emekli oldu. Afgan ordusunda muharebe danışmanı, ABD Ulusal Güvenlik Ajansı (NSA)'nda daire başkanı ve Suudi Kraliyet Kara Kuvvetleri'nde baş istihbarat danışmanı olarak çalıştı. ABD'nin Afganistan, Irak ve çeşitli küresel terörle mücadele misyonlarında çok sayıda muharebeye katılmıştır.

Today's interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent ten years as Mary Portas' business partner. Peter joins me today to talk about retail customer experience, some of the lessons he has learned over the course of the last few years, experience leadership and what he sees as some of the challenges ahead for experience leaders. This interview follows on from my recent interview – The top frustrations of customers and agents are the same – Interview with Jeff Nicholson of Pega — and is number 402 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at babelforce for sponsoring my podcast this month.   babelforce is the #1 most flexible platform for contact center service. Pierce Buckley, CEO and Co-founder of babelforce, and his team of telecoms veterans have created a powerful cloud communications solution focused on No-Code integration and automation. Their goal is to break down every barrier to great customer experiences by putting intuitive tools in the hands of people who live and breathe CX. Pierce and Jonathan Baer of Vonage are running a webinar on the 28th October at 11:00am CET and they will be discussing exactly how businesses are getting maximum benefit from WhatsApp, one of the fastest-growing channels for customer service. Follow this link to sign up. You don't want to miss out as you will get to see a demo of the babelforce platform in action!

Today's interview is with Jeff Nicholson, Global Leader, CRM Strategy for Pega, where he heads up the company's CRM market strategy and vision worldwide. Jeff joins me today to talk about their recently released new piece of research: Resolution revolution: Customer service insights report, what we can learn from it, what we should be focusing on, agent experience, the emerging landscape of customer service and sine waves! This interview follows on from my recent interview – What do immersive VR, empathetic interactions and stand out customer service have in common? – Interview with Monika Jo of Mursion — and is number 401 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

In this new episode of the Futurum Tech Webcast, Interview Series, I'm joined once again by Don Schuerman, the CTO of Pegasystems. As a preview of Pega's upcoming Pegaworld iNspire 2021 event, which is being held this coming Tuesday, May 4th from 9am to 11:30am EDT, I wanted to corral Don and talk a little bit about what's going on in the industry, what's new and exciting at Pega, and what kinds of problems they are solving for their customers. For starters, Don and I talked about low code and its proliferation within the industry as a whole. As someone who's covered both the automation industry and Pega for a number of years, I first heard about low code functionality from the team at Pega — they were definitely forging an early path there. Today, it's obvious that low code is not only catching on, but that's a key driver facilitating the rapid digital transformation that organizations are working toward today Don and I had a great conversation, covering: What's causing the dramatic shift for everyone to become a low code user or provider. Some business use cases of low code, including real world client examples. We explored Pega's offering in the low code space and the impact the booming interest in low code is having on Pega's business. What customers saying about the use of low code and how whether they are full on embracing it, dipping their toes in the water, or thinking about next steps, they are seeing great results. Why certain industries are more apt to be drawn to low code. Why low code is attractive to enterprises today, as something that tech savvy employees understand and enjoy getting the opportunity to immerse themselves in, as well as for those who are interested in providing reskilling and upskilling opportunities for the workforce Bottom line, if you're thinking about the benefits of low code and how integrating process automation can change everything about your organization's digital transformation journey, I encourage you to make time to register and attend the Pegaworld iNspire 2021 event next Tuesday from 9:00am to 11:30am EDT. You can learn more about the event and register for free here. And hopefully I'll see you there. Lastly, if you're interested in digital experience and providing best-in-class experiences tailored around the customer journey for your customers, check out my recent interview with Pega's Jeff Nicholson, VP of CRM Product Marketing. If customer service is your focus, I think you'll enjoy this conversation. You'll find it here: Pega's Take on Digital Experience: What's Ahead in a World Powered by Autonomous Customer Service

In this episode of the Futurum Tech Webcast, Interview Series, I had a fascinating conversation with Jeff Nicholson, the VP of CRM Product Marketing for Pegasystems about digital experience and what's ahead in a world powered by autonomous customer service. Our discussion centered on the future of customer service, especially as it relates to digital experience, the ever-changing world of customer expectations, and how autonomous customer service is a game-changer. Pega's Take on Digital Experience: What's Ahead in a World Powered by Autonomous Customer Service In our conversation about digital experience and a look at what's ahead in a world powered by autonomous customer service, Jeff and I touched on: What is today's digital experience and what that looks like — for both customers and for the brand side. How the landscape of customer experience has changed, not only in the last handful of years, but also how that's been impacted by the impact of a global pandemic. The change in customer expectations and how brands are shifting to address those expectations. The role technology plays in the customer journey (and meeting customers where they are, when they need it). What kind of technology is needed to most efficiently, most effectively, allow brands to do that. How COVID-19 has changed customer demand, buying preferences, and customer loyalty and what brands are doing to step up and adapt to those changes. And we explored autonomous customer service and where this technology fits in the customer engagement timeline? As always, my conversation with Jeff was a fascinating one. He also shared some customer use cases that you'll find valuable, so I encourage you to dive into this one. If you're focused on improving the customer journey and customer experience within your organization, if you'd like to learn more about autonomous customer service and how you can employ it to deliver better, more efficient customer service and empower your team to both do more and enjoy their jobs more, I encourage you to make time to register and attend Pega's upcoming Pegaworld iNspire event on May 4th from 9:00 to 11:30am EDT. The event is a virtual one and I can promise it will likely be the best, most interesting virtual event you attend this year. Register for free here and I'll see you there!

Top Takeaways:. -      56% of consumers go to a company's website before they call customer service. In many cases, this can be a missed opportunity to contain and resolve a customer's concern. -      Almost half of the consumers believe that self-service is more convenient. 82% say that they are willing to use self-service but 46% don't expect it to work. -      Right now, most self-service channels are focused on information about the company and its products instead of the customer journey. -      Of the customers who tried self-service, 50% still end up with the live agent. Only 33% are satisfied with self-service. -      Autonomous customer service allows the complete ability to focus on the customer journey regardless of the channel. -      Autonomous customer service can be simple to implement. There are more sophisticated setups, but it can be as simple as setting business rules to monitor data, initiate outreaches based on changes in the data, and track performance. -      Autonomous customer service gives companies the opportunity to avert and resolve most customer inquiries without agent interaction. This gives companies a high cost-benefit while increasing the level of customer service. -      In 5 years, there will still be a need for human customer service agents, but the nature of their work would be more meaningful as mundane inquiries will be handled through autonomous capabilities. -      Organize around the customer journey and activate that across all channels. Quote: "It shouldn't matter how or where the customer seeks their service resolution. You should be able to rise to the challenge and meet them anywhere they want."  About: Jeff Nicholson is the Global Head of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

In the late 1970s a young western suburbs surfer was convinced by the enigmatic Jeff Nicholson to head to the coast surfing and have a kick with the local footy club. An early mix up and some fast thinking by a bright official initially saw this arty young lad headed off to Leopold for a season, but he soon found his way back to Harmer Oval and John Starr began a 40 plus year association with Barwon Heads that has seen him become a life member and take a leading hand in the look of the place that endures to this day. John played his junior footy in Melbourne where he mixed it with some VFL/AFL legends, later got to play against one of his idols and mentors, spent some time playing serious footy interstate and continued his playing career beyond the seagulls as an early adopter of super rules. A dedicated and loyal servant of the club, John has Coached at both Junior and Senior levels, played, won premierships, fought, sung, composed and painted for the footy club. He has become a significant influence on the cultural makeup of the town and the wider community of Geelong with both visual and performing arts and earned international attention for his work. Of most interest to Nipper and myself though was a song John used to perform in the late 80s which we are both fond of. We weren't sure if he'd remember it and you'll have to keep listening to the end to find out if he has. This is a special episode, with a beloved member of the seagull family and the Barwon Heads community and we are very pleased to invite you to join us for this conversation with Jonny Starr.

Laurence & Chris chat to their star guests from Jamie and Fools & Horses about their roles in two very different hit West End musicals.It's the Musicals Quiz for West End & Broadway Fans Everywhere. In each episode, two teams from hit West End musicals will go head to head to see just how much they really know about the world in which they excel. This bonus episode gives listeners a chance to hear the guests talk a bit more about just what it means to them to be a part of two hit West End musicals and how they came to be there.       Episode 3 featured Ashleigh Gray (Wicked, Nativity) and Jeff Nicholson (Les Miserables, Sweeney Todd) from the cast of Only Fools and Horses The Musical at the Haymarket Theatre where they play Raquel and Boycie respectively; and Melissa Jacques (Wicked, Kinky Boots) and David O'Reilly (Book of Mormon, Grease) from Everybody's Talking About Jamie at the Apollo on Shaftesbury Avenue (where they play Jamie's mum and Laika Virgin respectively)... two very different musicals that have been delighting audiences in the past few years.The show is hosted by the internationally acclaimed composer and lyricist, Laurence Mark Wythe. Laurence is the creator of the award-winning off-Broadway musical Tomorrow Morning; he composed Midnight which recently played at the Union Theatre in London and GROWL! which toured with the NYMT in 2019 and other shows that have been seen around the world. He is joined by co-host Chris Stoddart whose professional credits include Jersey Boys and Evita in the West End.  Follow the show @gameofshowsquiz on Instagram or @shows_quiz on TwitterAll Rights Reserved (c) 2020 Charsola Ltd Learn more about your ad choices. Visit megaphone.fm/adchoices

Everybody's Talking About Jamie and Only Fools & Horses battle it out in a close run contest!It's the Musicals Quiz for West End & Broadway Fans Everywhere. In each episode, two teams from hit West End musicals will go head to head to see just how much they really know about the world in which they excel.       This episode features Ashleigh Gray (Wicked, Nativity) and Jeff Nicholson (Les Miserables, Sweeney Todd) from the cast of Only Fools and Horses The Musical at the Haymarket Theatre where they play Raquel and Boycie respectively; and Melissa Jacques (Wicked, Kinky Boots) and David O'Reilly (Book of Mormon, Grease) from Everybody's Talking About Jamie at the Apollo on Shaftesbury Avenue (where they play Jamie's mum and Laika Virgin respectively)... two very different musicals that have been delighting audiences in the past few years.The show is hosted by the internationally acclaimed composer and lyricist, Laurence Mark Wythe. Laurence is the creator of the award-winning off-Broadway musical Tomorrow Morning; he composed Midnight which recently played at the Union Theatre in London and GROWL! which toured with the NYMT in 2019 and other shows that have been seen around the world. He is joined by co-host Chris Stoddart whose professional credits include Jersey Boys and Evita in the West End.  Follow the show @gameofshowsquiz on Instagram or @shows_quiz on TwitterAll Rights Reserved (c) 2020 Charsola Ltd Learn more about your ad choices. Visit megaphone.fm/adchoices

Ever wondered what it would be like to work on a human cadaver? In today's episode of BTP we are joined by Jeff Nicholson, the Physical Therapist that took all of Susan's sass and hilarity through the treatment of her foot injury.

I think we'll all agree that a global pandemic has permanently changed many aspects of how businesses work, and perhaps none more than the operation of contact centers. The reality is, today more than ever, that contact centers play an outsized role in business operations. That's true whether you're a consumer or a manager charged with leading contact center operations — contact centers are the lifeblood of a business. Contact centers are are how customers get taken care of and how business gets done. And with work from home looking as though that's going to stay around for a while, taking a look at contact center operations and figuring out how to maximize efficiencies for both employees and consumers is, well, important. There's a challenge though, and businesses the world over are feeling this. You might say that's exactly why I decided to bring this group of smart people together and tackle this topic as part of our Futurum Tech Webcast Interview Series shows. The Cloudification of the Contact Center — The Smart Path Forward While contact centers are without question important to business operations, in many instances, they are problematic. How so? With roughly 90 percent of call centers still using on-premise technologies, organizations have been forced to rethink how they continue to provide high levels of customer service, while still allowing their employees to safely work from home. And this topic, the difference between cloud-based contact centers and on-prem ones, exploring cloud migration, and how to do that successfully (and quickly) is exactly what we're focused on in this conversation today. I'm joined by Jeff Nicholson, Vice President of CRM at Pegasystems, Jon Gilman, CEO of Clear Software, and Brandon Knight, Vice President of Contact Center Practice at Telarus to discuss why it is critical that organizations migrate contact center functions to the cloud, how to migrate, and some of the obstacles these organizations may face along the way — and how to get through those. Our conversation included: An exploration of the differences between cloud-based contact centers and on-premise ones The challenges customers are facing during their migrations and some of the unexpected successes they've encountered along the way How moving on-premise ERP systems to the cloud fits into the context of cloud-enabling the contact center A realistic look at the time it will likely take for full cloud migration The ‘secret sauce' to success of cloud migration Real-world case studies from clients of Pega, Clear Software, and Telarus

In This Episode… We talk to Jeff Nicholson, Co-Founder and CEO of marketing data platform Tracer and advisory board member for Pinterest, Roku and NextDoor. Jeff doesn't hold back from siding with Apple in the Epic Games controversy, musing why the education ecosystem is going to absolutely implode” and sharing his predictions for the future social media and what he'll be working on in 2023. [06:45] Jeff makes a bold prediction on the value of education, the changes we'll see and the education system's overall efficacy. [12:21] Will we see a new type of generational social media network emerge? [16:33] Zach and Jeff connect over their first jobs and how those traditional corporate experiences shaped their development as leaders and entrepreneurs. [25:49] Jeff steps into the role of CMO and gives his advice on how to go to market and become the latest and greatest. [31:04] Jeff turns the tables and asks what's going on in today's environment, and what changes will sustain. People and Companies We Mentioned in the Show Jeff Nicholson was our guest today. Learn more about marketing data platform Tracer here. Hear more of Obele's Off Mute musings on twitter @FreshyOB or Linkedin. See what else is on Zach's mind on Linkedin Episode Length: 38:46 Thanks so much for tuning in to Off Mute. Join us again next week for another episode where we'll be talking to visionary and marketing activist, Veronica Marshall!

In this episode of the Futurum Tech Webcast — Interview Series, host Shelly Kramer is joined by Jeff Nicholson, global head of CRM at Pega to discuss how businesses are adapting customer service strategies in times of disruption.   This conversation is intended as a preview to Pega's upcoming Pegaworld iNspire virtual event being held on June 2, 2020, from 9 to 11:30am EDT. This high impact, low time commitment, interactive virtual event is free, sure to be packed with great information, and also available on demand for all registrants — you'll find a registration link at the bottom of these show notes.   Shelly and Jeff covered a wide range of topics related to customer relationship management (CRM) and how businesses are adapting their customer service strategies in times of disruption including:   The challenges the Pega team is seeing from their customers and what they are specifically asking for;   Examples of what organizations can do to help meet their customer service challenges;   The role that building empathy for customers into customer service operations can play, in times of pandemic and beyond;   How organizations and using technology to help develop strategies for providing exceptional customer service in times of disruption;   How NPL-powered email bots can help speed up email response times; and   How establishing microjourneys and smart case management systems can help reduce the time front line workers are spending tracking and managing all interactions.   Jeff shared a variety of fascinating real world use case examples that we can all learn from, and also talked a little about Pega's Crisis Response Solutions Portfolio and how organizations are using and deriving value from that.   He also shared some customer use case examples showcasing the innovative ways that Pega customers are embracing digital transformation, adapting their customer service strategies in times of disruption, and the technology solutions they're using to make that happen.   This is digital transformation personified and it was exciting to get an inside look at how organizations are pivoting, embracing technology, and developing customer service strategies that allow them to not only function, but hopefully to set themselves up to future-proof their operations moving forward.   Here's your reminder to make it a point to register for Pega's upcoming Pegaworld iNspire virtual event being held on June 2, 2020, from 9 to 11:30am EDT. This high impact, low time commitment, interactive virtual event is free, sure to be packed with great information, and also available on demand for all registrants. Be sure and note that even if you can't attend the virtual event in person on June 2nd, if you'll register, you'll be able to access the entire event on demand. Register for Pegaworld iNsprire here.   Please also check out my other interviews with Pega SMES, including:   The Pandemic is a Catalyst a Lot of Businesses Needed — It's Time for a Massive Rethink (Don Schuerman, Pega CTO)   How Banks Are Capitalizing on Pandemic-Fueled Digital Transformation to Serve Customers (Marc Andrews, VP of Financial Services and Insurance)

Top Takeaways:-      Even before the world was disrupted by a pandemic, customer service was hard. Customers already thought customer service took too long in terms of hold times and time to resolution. Customers’ expectations have now increased, driving the need for better customer service up even higher. -      There is a higher volume of customer service calls since the pandemic began. Companies and agents need to improve their customer service strategies to effectively handle the volume. -      According to Pega’s recent report, 4 Steps to Exceptional Service Strategy During Disruption, there are four areas of major concern among businesses right now. They are as follows: 1.   How do we show empathy for customers during this time? You must have good self-service strategies available for your customers. You must also be present with them on the channels they want to communicate on. Implement proactive service strategies and act with empathy. 2.   How do we show support for agents during this time? Everything changed for employees and agents, too. Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity. 3.   How do we keep an eye on our costs? Conveniently, many strategies for improving the customer and employee experiences are also effective at reducing costs. Beware of cutting costs in areas that will negatively affect the customer experience—that will harm your business in the long run. 4.   How do we protect our profits? You must look through an empathetic lens. Work with your customers (and employees) to find solutions that work for both the customer and the business. Protect your profits, but also do right by your customer. -      Make your employees’ jobs easier by providing them a “channel-less” experience—allowing them to interact with and assist customers on any channel from a single program or application. -      Put the right strategies in place from the beginning so you don’t have to re-do temporary fixes later. -      Pegasystems’ annual event, PegaWorld, will be held virtually this year on June 2. For more information and to register, go to the Pega website. Quote:“Your agents aren’t available 24/7, but your customers are.” About:Jeff Nicholson is the Vice President of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. He is a recognized customer engagement thought leader who has been featured in numerous publications. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode of the Superpowers podcast, Bill and Chris talk with Jeff Nicholson, the charismatic and fiercely passionate CEO of the data processing platform, Tracer. A Boston native and former basketball standout at Babson College, Jeff has an entrepreneurial spirit that led him from starting a small lobster business with his dad to becoming a top name in data software. When his first post-college job in finance failed to inspire, Jeff had an epiphany: He didn’t want his career to “be sitting in a cubicle with no direction.” So, he joined an MIT incubator and over four years, developed two successful AdTech companies that sold for millions. He then moved to New York to help build Social Code, an AdTech firm that became the first-ever Facebook Ads API partner, pioneering digital-first marketing. Jeff was still eager to do something bigger, and soon began building the platform that became Tracer, which helps clients join disparate data sets in order “to answer the questions you want to answer.” Buoyed by Jeff’s superpower – his endless, focused hustle – Tracer’s team success is deeply personal to its Co-founder and CEO: “I want to make people know I care about them,” Jeff told Bill and Chris. “I sat at those cubicles at those jobs and I knew no one cared about me and it was the worst feeling in the world and so I try to make it the opposite. I try to meet their parents if I can, I try to invite them to my home. Everyone knows that I care.”

Customer engagement, AI and GDPR Article 22 - Interview with Jeff Nicholson of Pega, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Jeff at Pegaworld, Pegasystems' customer event in Las Vegas in early June, where we talked about GDPR, what it means, its impact and reach and what firms should be doing and keeping in mind in this new GDPR era. This is the third of three interviews that I conducted at Pegaworld.

Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “Achieving Digital Customer Service Transformation.” The Interview with Jeff Nicholson:Practically every industry is experiencing a shift to self-service. The result is that previously unknown points of friction are being eliminated, which is good, but it also throws a spotlight on the points of friction that remain.“57 % of consumers dread calling customer service.” Because of self-service, customers now have an expectation that they should be able to find answers on their own via the channels they prefer—social media, texting, websites, etc. Only when they fail to get the information they seek themselves are they finally forced to pick up the phone—and by that time, they’re already frustrated.Friction is a two-sided phenomenon; when a customer experiences friction, employees do too. For example, agents who deal with frustrated customers all day in turn are frustrated themselves. This is one of the reasons why agent turnover is so high. Neither the customer nor the employee wins in this scenario.Companies need to re-think self-service strategies altogether. Ideally, self-service should be integrated and “channel-less”, allowing customers and employees to move seamlessly between channels of communication without the need to repeat information again and again.Customers don’t want self-service; they want proactive service. They want companies to get closer to their moment of need, anticipate problems, and intervene before the need ever arises and they have to reach out. This is also called “predictive maintenance.”Nothing will get solved overnight; friction cannot be eliminated immediately. But you have to start somewhere. Technology is no longer the barrier. You simply need to pick a direction and make changes to move towards results.Quote: “57% of consumers dread calling customer service.” - Jeff Nicholson About: Jeff Nicholson is Vice President of CRM Product Marketing at Pegasystems. He is a recognized customer engagement thought leader who frequently presents at CRM industry events. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Jeff Nicholson, chief media officer of Vayner Media joined us in a conversation on the expansion of their business footprint in Asia Pacific and discuss the major trends in marketing and advertising across Asia Pacific, splitting between China and the rest of Asia. Jeff discuss the customer centric focus of Vayner Media and how they are working with international brands in Asia Pacific and regional brands on digital marketing. We discuss the effects of the new tri-factor of Google, Facebook and Amazon in advertising and aggregation, and the rise of Tik Tok in international markets.

In this episode of the Andy Dane Carter Show, Jeff Nicholson and Andy share about the importance of adding value to a company and how you can do that in your business. ___________________________ Join business marketer and Real Estate Investor Andy Dane Carter each week as he has one-on-one interviews with influencers from around the globe. The Andy Dane Carter Show will give you the information you need to grow your business and make some positive deposits into your pocketbook.

Podcast #063 - Jeff Nicholson Jeff ist fast schon die rechte Hand von Gary Vaynerchuk und ist der CMO bei Vaynermedia. Diese Folge ist ein absolutes "Muss" für alle die Einblicke in die Unternehemnsstrategien von Vaynermedia erhalten wollen. Lukas führt dieses Interview, um mit seinem guten Englisch die Qualität der Podcasts optimal zu gewährleisten. About Jeff: Our guest for this podcast episode is Jeff Nicholson. Jeff is the Chief Media Officer at Vaynermedia, a full-service digital agency ran by entrepreneur and social media star Gary Vaynerchuk. In addition to that, Jeff is also the CEO of a company called Tracer, that he founded together with Gary. We will talk about that later as well. Prior to joining VaynerMedia, Jeff had spent over ten years in the digital advertising industry and led teams at SocialCode and LeadKarma LLC. In his position as the CMO of VM, he is handling more than 250 people I believe, and Tracer already has quite a few employees itself. We are happy to have our first international guest on board and to start with such a banger right away. SHOWNOTES: --> Website Vaynermedia

A huge change is coming to Europe, and most businesses aren't ready. The EU's General Data Protection Regulation, or GDPR, goes into effect May 25, and with it comes a power shift that allows customers more access to their personal data than ever before. Customer data has long been thought of as a business asset. However, under GDPR, customers are now taking back ownership of their information and the power that comes with it. They can now choose what information companies have and delete their information from a company's database for any reason. Companies that don't comply with the new regulations run the risk of being fined up to millions of dollars. However, the majority of businesses aren't prepared for the new legislation. According to Jeff Nicholson, VP CRM of Pegasystems, most companies didn't realize the impact GDPR would have until it was too late. That leaves companies scrambling to come up with a data solution that meets the guidelines of transparency while also preparing for a potential wave of customer data requests. A new survey from Pegasystems found that 82% of EU residents plan to use their new rights to view, limit or erase their personal information that companies have on file. That means that not only will companies have to field the requests and share the information they have on each customer, they will also potentially lose customer data if customers request to erase their data. Companies also should handle the request in a way to adds to their customer experience. Nicholson says it's more a question of when, not if, the requests will come in. Companies must plan for large numbers of customers asking to see and potentially remove their data. GDPR doesn't grant exceptions if there are too many requests for a company to handle in time, so all brands must be prepared for large volumes. Nicholson says the best thing companies can do to be GDPR ready is to be proactive. The power and data shift is coming, and companies that ignore it or don't plan accordingly run the serious risk of being blindsided by data requests and changes. Being transparent and creating reliable processes for customer data allows proactive brands the chance to build relationships with customers and gain a competitive advantage. It all comes down to trust and transparency. Customers want to know they can trust companies to take care of their personal information and not sell it or use it inappropriately. Companies that can demonstrate customer trust will be much more successful than unprepared companies inundated with customer deletion requests. One of the biggest downsides of customers electing to have their data erased is that it can no longer be used for data analytics. Losing data means companies won't be as connected to customers or have as many insights into their preferences and habits. One of the most vulnerable industries with these changes is retail, which relies heavily on customer data for personalized recommendations and marketing. Companies need to learn to do more with less data to still provide a high-quality, personalized experience. GDPR is a huge shift in the EU, and it has the potential to expand to other parts of the world, including the U.S. According to Nicholson, the implementation day of May 25 isn't the finish line but rather the starting line to a long road of customer data changes. Companies that are proactive and GDPR ready will set the tone and can weather the shifting consumer landscape.

In back to back interviews, David first meets with the CMO of VaynerMedia, Jeff Nicholson to discuss how VaynerMedia's different marketing style, how to measure brand impact, and his unique journey to the height of the brand. Simon then sits down with Head of VaynerSmart Patrick Givens to talk about voice marketing, marketing on the Internet of Things, and the future of audio. We hope you enjoy the show! Don't forget to subscribe so you never miss an episode and if you really love us please leave us a review on iTunes! Let us know your thoughts @FintechInsiders and join the discussion by signing up at Fintech Insider News. Special Guests: Jeff Nicholson and Patrick Givens.

The Seven Deadly Sins of Customer Experience Shep Hyken Interviews Jeff Nicholson, Customer Engagement Thought Leader Featured Interview: Jeff Nicholson enlightens listeners to what he refers to as The Seven Deadly Sins of the Customer Experience Journey. He shares the importance of understanding what customers need, meeting those needs, and the best methods of delivering it to them. Top Takeaways: There are seven deadly “sins” along the journey of meeting customers’ needs: 1. Proximity – Are you aware of, or are you close enough to, your customer’s moment of need? Customers want to be able to cognitively offload their need onto the company. The resolution or fulfillment may not come immediately, but the offload of the need can happen sooner and the customer will feel better knowing it’s being taken care of. 2. Accessibility – Your service, is it fit for function, and in the way that the customer wants to consume it? Companies often offer services in a way that works well for them, without keeping the customers’ needs in mind. They offer answers on their own terms, not on the terms of the customer. 3. Duration/Expediency – How fast can you resolve an issue? Some processes will take time, but where can you speed up the process? Keep in mind, this doesn’t mean that you rush your customers. 4. Visibility – Are you transparent? Customers want to know where they stand. Even if something is not yet resolved, customers want to know what step of the process they are at. If something can’t be quick, let the customer know; keep them in the loop. When they are informed, they feel valued. 5. Disconnectedness – Is there continuity across all channels? Is your business consistent on the website, on social media, et cetera? Can customers find all of the same information no matter the chosen source? 6. Irresolution – How accurate are you? Did you resolve the problem, or just resolve the call? Is the customer all set, or will they have the same problem again? Are you in such a hurry to resolve the situation that you fail the customer in their journey? Never leave a customer needing more help. 7. Amnesia – How well do you remember the customer and their information? When the customer returns to a channel, does their info get saved or is everything lost, causing them to start over from scratch? About: Jeff Nicholson is Vice President of CRM Product Marketing at Pegasystems. Jeff leads Pega’s CRM market on vision and strategy. A recognized customer engagement thought leader, Jeff works closely with industry analysts and has been a frequent presenter at CRM industry events on subjects including consumer engagement strategy, customer analytics, digital marketing, and customer journey best practice. Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

New regulations from the EU are impacting customer data around the world and causing companies to make big changes or risk getting hit with heavy fines. But instead of fearing the change and just throwing money at the problem, complying with the regulations can be thought of as an opportunity to rethink and improve the customer experience.             The General Data Privacy Regulation (GDPR) is creating a buzz that Jeff Nicholson, VP CRM Product Marketing at Pegasystems, likens to the anticipation surrounding Y2K. Essentially, the new regulation requires any company anywhere in the world that uses EU residents' personal data to re-think their data strategy. That means that companies in the US are still affected if they have ever done anything like collect email addresses or names of people who live in the EU. If companies don't comply with the regulations, they could be fined up to 4% of their total global revenue. Under GDPR, individual customers can approach companies to find out what personal data they have, and organizations have to provide the data to the customer. Essentially, the new rules change who owns personal data—instead of companies, the power is now in the hands of customers.             The new rules come at a time when data breaches are found every day and affect millions of people a year. People around the world are more aware of their personal data and want to find ways to protect it and know who has access to it. Companies must take safeguarding their customers' data very seriously. If customers don't feel their information is being protected, they will take their business elsewhere, which can lead to huge PR and financial consequences for companies.             A recent survey found that more than 90% of multinational companies consider GDPR to be a top priority, and many are allocating significant budget to solve data problems and come into compliance. The majority of large companies say they plan to spend at least a million dollars on their new data strategy.             If the money is being spent anyway, smart companies will put it to good use and do more than just put their data practices in compliance with GDPR—they will use it as an opportunity to transform customer experience and become a leader in their fields. This is a great chance for companies to combine compliance with marketing. Instead of simply just plugging a hole in the data stream, think of how you collect data and how it can be better used and targeted. Now that customers have more control over what companies have their information, irrelevant communication from companies puts those brands at risk of losing the customer. All it takes is one bad communication for the customer to opt out and have their data removed.             The best companies not only respect and safeguard customer information but also use it to create open lines of communication that really help the customer. With all the data available, companies have the potential to create targeted outreach that meets the needs of every individual customer. This can be done a number of ways, but Jeff recommends getting people from across the company, especially from compliance and marketing, involved. Investing in the right technology to monitor, track, and safeguard customer data is also incredibly important. Being transparent with the customer information you have can also build a better relationship with customers. Many people are wary about who has their personal data, and they will likely be more trusting of companies that can show where they gathered the data, what they are using it for, and who has access to it. Data plays a huge role in customer experience, and being able to monitor and target it better can lead to better relationships between companies and customers.             GDPR is changing how companies handle customer data, but it is much more than just a compliance issue. In order to lead the new data conversation, companies should use the opportunity to re-think their customer experience and find new, relevant ways to reach out to customers.    

How will artificial intelligence (AI) enhance the relationship you have with your customers? Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems, about how AI technology will help companies serve their customers even better. First Up: Shep Hyken’s opening comments focus on artificial intelligence and how it can use data to create meaningful interactions with customers. Once people become more comfortable with AI, they’ll begin to understand how useful it can really be. Currently, there are some common misconceptions that people have about AI, especially the kinds of AI that they are already seeing in their day-to-day lives. Giveaways: • To view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode - go to https://hyken.com/wp-content/uploads/what-consumers-really-think-about-ai.pdf Featured Interview: Shep begins his interview by asking Jeff Nicholson about Pega’s recent global consumer study, “What Consumers Really Think About AI.” Pega published its study after surveying 6,000 consumers across six countries. AI is poised to transform how customers interact with businesses, but some customers must first overcome some educational and emotional hurdles. They must feel comfortable enough to use AI to its full extent. Jeff suggests rather than being omnichannel, be channel-less. Don’t focus on the channels individually, but use AI to streamline the customers’ experience across all channels. Jeff provides an example explaining how if you are on amazon.com you can easily transition to any computer, or even their mobile shopping app to continue your shopping with the same consistent experience. Some key findings from Pega’s Study: • Only 33% of respondents think they use technology with AI, but 71% actually use an AI-powered device or service • 70% are fearful of AI, yet 71% are open to businesses using AI with them if it makes life easier • 33% said that AI is never going to know them and their preferences as well as a human being When the respondents were asked, “How do you describe what AI can do?”: • 51% said AI could think logically • 37% said AI could interpret speech • 35% said AI could replicate human interaction Those are realistic responses, yet some respondents erroneously identified what AI could do: • 14% said AI could feel emotion • 10% said AI will take over the world • 8% said AI controls your mind Top Takeaways: • AI doesn’t get rid of customer service jobs. It changes them, for the better. With the help of AI, customer service representatives will be able to devote their time to helping customers better, adding value to the relationship. • AI systems will interpret customer data, compare it to customers with similar histories, and work to understand the customer’s mental state. Based on that, AI will recommend to the customer service representative good ways to handle the interaction. This concept is called Next Best Action. • AI will be the employee’s “wingman”, making suggestions for the agent to share with the customer. About: Jeff Nicholson is a recognized customer engagement thought leader. Jeff works closely with industry analysts and has been a frequent presenter at industry events on subjects including consumer engagement strategy, customer analytics, digital marketing and customer journey best practice. Shep Hyken is a customer service and experience expert, “New York Times” best-selling author and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Joshua and Joe talk about Through the Habitrails by Jeff Nicholson and Ganges #5 by Kevin Huizenga.

Jeff Nicholson from Passport Unlimited joins Emmanuel & Howard to talk about how this incredible membership… Continue reading

 Getting the spring guy gadgets going…Jeff Nicholson from  P&P  Small Engines.   Senator Rand Paul talks about his faith.  Then,  a new reading program in Des Moines off on the wrong foot.

Getting your mower put away and snow blower ready for action...seasonal small engine advice from PNP small engines...Jeff Nicholson.  Then,  a rant about congressional candidate David Young serving up befuddling stuff on the immigration issue.   WTH?

E251: Jeff Nicholson, Stormgate, Jason Roberson, Larry Wilson

Getting yer lawnmower going for spring.  PNP Small Engines Guy...Jeff Nicholson.   Senator Rand Paul explains his recent statements on ID issues.  Senator Mark Chelgren says the law should be one size fits all.  Senator Rick Santorum endorses Sam Clovis...and writes a book.  

The Iron Man 3 trailer, creators that have surprised us, Tradd Moore, Darick Robertson, Fiona Staples, Mike Huddleston, C2E2, our dream Artist's Editions from the '90s, Barry Windsor-Smith, Chris Bachalo, Todd McFarlane, Joe Mad, Sleeper, Tim Seeley and Mike Norton's Revival, JLA/Avengers, Steve Gerber and Howard the Duck, Chris Ware's Building Stories, favorite Disney movies, Archer and Armstrong by Fred Van Lente and Clayton Henry from Valiant, Neal Adams and Warren's Thrill Kill, Walking Dead, Locke and Key, The Blob, Jaws, Halloween, Twilight Zone, Creepshow, Daredevil: End of Days by Brian Bendis, Klaus Janson, and Bill Sienkiewicz, Cerebus and Dave Sim, Fathom, Soulfire, and Michael Turner, Jason Pearson's Body Bags, Jeff Nicholson, OG villains (Kingpin, Bullseye, Lex Luthor, DOOM, Joker, Ozymandias, Kid Miracleman, and more), the S.H.I.E.L.D. TV series, Homeland, the best and worst costume redesigns, Bart Simpson's Treehouse of Horror #18 from Bongo, Two Morrows' Modern Masters, Steve Rude, and a whole mess more!