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Daniel Akre was an Olympic-caliber swimmer who transitioned his competitive nature to the business world. He is now the VP of Global Business Development with LiveXchange Technologies. We discussed the evolution of the BPO industry, job hopping, and the gig CX economy. Connect with him on LinkedIn https://www.linkedin.com/in/danielakre/   Music courtesy of Big Red Horse - https://bigredhorseb...

Adrian Swinscoe is a customer experience advisor, podcaster, author, speaker, workshop leader, and aspirant punk.  We discussed his unlikely journey to CX and lessons from Punk CX. Connect with him on LinkedIn https://www.linkedin.com/in/adrianswinscoe/ Listen to the Punk CX podcast and read Adrian’s blog: https://www.adrianswinscoe.com/ Find his books, How to Wow, Punk CX, and Punk XL: https...

Differences between living in Belgium, Florida, and Kansas, what he learned by watching The Fresh Prince of Bel-Air, and the similarities between parenthood and leading at work are  just a few of the topics I tackled with Bunyamin Cankirli, Site Director at Concentrix. Connect with him on LinkedIn https://www.linkedin.com/in/bunyamincankirli/ Music courtesy of Big Red Horse - https://bigredho...

The value of receiving a “no”, turning weaknesses into strengths, and the power of a single glass of water  – just a few of the topics I tackled with Dee Layman, Customer Success Manager at Square. Connect with her on LinkedIn https://www.linkedin.com/in/lynnette-layman-58a04a202/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/

Supporting 60+ million users during the launch of Disney+, lessons learned in the outsourcing world, and meeting customers where they are – just a few of the topics I tackled with Brian Dunphy, VP of Customer Experience at Warby Parker. Connect with him on LinkedIn https://www.linkedin.com/in/brian-dunphy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - h...

From politics to Director of Player Support for 450+ million players of Fortnite at Epic Games, Tony Won shares his unique journey within the gaming industry, including his current role Senior Consultant at https://www.playersupport.com/ . Connect with him on LinkedIn https://www.linkedin.com/in/tonywon1980/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://...

How she made “hunter” orange-colored pastry dough, the differences between digital channels, and the role of CX professionals in an organization are just a few of the topics I discussed with Kate Kompelien, Executive Director Experience Strategy at TTEC Digital. Connect with her on LinkedIn https://www.linkedin.com/in/katekompelien/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to...

Dealing with anxiety on the phone, how a friend who interned for Wendy Williams led to a podcast with meaning, and the importance of “why” are just a few of the topics I discussed with Stacey Pryce, Founder of PryceUp Coaching. Connect with her on LinkedIn https://www.linkedin.com/in/pryceup/ , Twitter @quality_theory and @PryceOnPurpose , and check out her Pryce on Purpose podcast. Music courtesy...

Lessons from working in an airplane plant, learning service experience lessons from studying other companies, and what character he is from Office Space are just a few of the topics I discussed with Chad Molen, Service Delivery Manager of NIMBL. Connect with him on LinkedIn https://www.linkedin.com/in/chadmolen/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - http...

The challenges of being a woman and a mother in the business world, how 2020 changed her “why” and led to the founding of Meridian Remote Teams, and what “balance” means to her are just a few of the topics I discussed with Marion Balandra, CEO of Star Mars Tech and Meridian Remote Teams. Connect with her on LinkedIn https://www.linkedin.com/in/%F0%9F%92%97marion-b-75558555/ Music courtesy of Big R...

Entrepreneurship, geek culture, and gruesome hockey injuries are just a few of the topics I discussed with Travis Curnutte, Principal at Volli Communications. Connect with him on LinkedIn https://www.linkedin.com/in/traviscurnutte   Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

The differences between in person customer care versus over the phone, the secrets of the greeting card industry, and the IVR trick you should know are just a few of the topics I discussed with Anne Brunson, the Vice President/General Manager of Self-Funded Solutions at Maestro Health. Connect with her on LinkedIn https://www.linkedin.com/in/annebrunson/ Music courtesy of Big Red Horse - bigredhor...

Thanksgiving contact center emergencies, Disney Safari tours, and building your own team are just a few of the topics I discussed with Jeff Songster, the Head of Care for Diggs Pet. Connect with him on LinkedIn https://www.linkedin.com/in/jeffsongster/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

“Australia hot”, how planning impacts training, and how breakfast with friends in Silicon Valley led to a business in communication strategy are just a few of the topics I discussed with Ryan J. Warriner. Connect with him on LinkedIn https://www.linkedin.com/in/ryanwarriner/ and check out his Book, The Effective Presenter: The Winning Formula for Business Presentations and his website: https://www...

Punk Rock, tabletop gaming, and how his experience in gaming culture made the transition to work from home easy are just a few of the topics I discussed with David Powers, the Contact Center Manager for Rooter Hero Plumbing. Connect with him on LinkedIn https://www.linkedin.com/in/davidjpowers2/ and check out his Caffeinated CX podcast https://anchor.fm/caffeinatedcx/ Music courtesy of Big Red Hor...

The implications of a viral story about an unclaimed $50 syllabus prize and the emergence of CX in higher education are just a couple of the topics I discussed with Shanna Hayes, the Director of Customer (Learner) Experience & Retention at Southern New Hampshire University. Connect with her on LinkedIn https://www.linkedin.com/in/shanna-hayes/ . Music courtesy of Big Red Horse - bigredhorseban...

How personal interests can spark new relationships, why technology still has not fulfilled the prophecy of the end of Contact Center agents, and the hidden value of local/regional professional associations are just a few of the topics I discussed with Mark Brody, the CEO of Brohawk Solutions and President of the Austin Contact Center Alliance. Connect with him on LinkedIn https://www.linkedin.com/...

How auto dealership CX has evolved with the internet, the surprising demographic that is driving online sales, her favorite ride, and the crazy car market that is 2022 - just a few of the topics I discussed with Carol Marshall, the COO at ActivEngage. Connect with her on LinkedIn https://www.linkedin.com/in/carolmarshall/ and check out ActivEngage at https://www.activengage.com/ Music courtesy of...

How a manufacturing accident led to a contact center career, how running a contact center is as valuable as an MBA, and the shockingly slow telephony cloud adoption rates in 2022 are just a few of the topics I discussed with Fred Stacey. Connect with him on LinkedIn https://www.linkedin.com/in/fredstaceyaincx/ or check out his services at https://aincx.com/ Music courtesy of Big Red Horse - bigred...

How a kid from the Midwest who wanted to be a diplomat ended up in the contact center business, the evolution of the contact center image in Latin America, and what makes Bogotá unique are just a few of the topics I discussed with Rick Strub. Connect with him on LinkedIn https://www.linkedin.com/in/rick-strub-0030b813/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu...

How a desire to help led to training, how early failures led to professional development, and how he began writing for industry publications are just a few of the topics I discussed with Mark Pereira. Connect with him on LinkedIn https://www.linkedin.com/in/marknick/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Dealing with explosive growth, installing the Net Promoter System℠, and writing a children's book are just a few of the topics I discussed with Donna Drehmann. Connect with her on LinkedIn https://www.linkedin.com/in/donnadrehmann/ Check out her book Things Lady Likes on Amazon Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Mizzou/KU rivalry, being a “Party Attendant”, and the future of CX are just a few of the topics I discussed with Nathan Baldwin. Connect with him on LinkedIn https://www.linkedin.com/in/nathancbaldwin/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

911 calls, Star Wars, and a (future) contact center movie directed by Robert Rodriguez – Maggie Palacios and I had a lot of fun during this episode! Connect with her on LinkedIn https://www.linkedin.com/in/margarita-palacios-egemo-283aba158/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/

Making sales calls as a kindergartener, losing over 200 pounds, and learning a new definition of cold are just a few of the topics Michael McMillan shared with me during this episode! Connect with him on LinkedIn https://www.linkedin.com/in/michaelcmcmillan/ or learn more about his current companies at https://www.proximocx.com/ and https://bizsprints.com/ Music courtesy of Big Red Horse - bigredh...