Press 1 For Nick

The Heart of Service isn’t just another business book—it’s a playbook for leaders who want AI to strengthen, not replace, human connection. Through the story of Chloe Chen, a contact center leader facing rising volumes, low morale, and vendor pressure, listeners learn how to push past the hype, listen to frontline teams, and design a customer experience that actually works. Each chapter blends a r...

On this episode of Press 1 For Nick, host Nick Glimsdahl sits down with Brandon Knight, Head of CX Ecosystem at Zoom, for a candid and insightful conversation about the future of customer experience and the powerful role AI is playing in transforming the contact center space. Brandon shares his unique, never-before-told journey from managing a Philadelphia doctor’s office to becoming a contact cen...

Welcome to another episode of Press 1 For Nick! We have the pleasure of having Jessica Austin Barker, the Chief Digital and Client Experience Officer at TIAA, a century-old financial services company dedicated to helping individuals in nonprofit sectors secure a stable retirement. Jessica leads TIAA’s digital transformation, focusing on client-first experiences in retirement planning. Join us as s...

Welcome to another episode of Press 1 For Nick! In today's episode, our special guest, David Avrin—renowned speaker, consultant, and author, talks about the complexities of crafting predictable customer journeys and the essential need for businesses to adapt to shifting customer preferences and conveniences. David shares personal anecdotes—like his frustrating experiences with self-checkout sy...

Welcome to another episode of Press 1 For Nick! Today, we have an interesting conversation with the banking maestro himself, Anton de Wet, Chief Client Officer at Ned Bank Retail and Business Banking.  With a career that dates back to 1986, Anton is no stranger to pioneering strategies that revolutionize customer experiences in banking. He unpacks the art of crafting client-centered cultures and r...

Welcome to another episode of Press 1 For Nick! Today we have a treat for our listeners as we dive into the world of customer experience and strategy with Chris Hood, the mastermind business strategist and a recognized customer experience guru. In this episode, Chris shuns the allure of inflated titles, underlining the importance of achievements over nominal status - a topic we thoroughly dissect,...

Welcome back to another episode of "Press 1 For Nick"! In today's episode, we have the pleasure of having a special guest, Dr. Michael Gervais, Founder of Finding Mastery. Dr. Mike is a world-renowned psychologist and author of "The First Rule of Mastery," bringing two decades of experience working with the elite in sports and business. This episode revolves around the crit...

J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing] ABOUT NICK GLIMSDAHL Subscribe to my bi-weekly newsletter Find me on Twitter Find me on LinkedIn LISTENER SUPPORT Purchase Nick’s books: Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick Su...

Overview: In this episode, Garry Ridge discusses the importance of servant leadership and tribal engagement in achieving success. He talks about the attributes of tribalism, such as learning and teaching, belonging, values, and specialization, and how these can be applied in modern organizations. He also shares his thoughts on the role of a tribal leader and the values he looks for in hiring peopl...

In today's episode, we have the pleasure of having a special guest, Geralyn Gaines, Guest Experience Immersion Manager at Ford Motor Company. Join us on this episode of the Press One podcast as we speak with Geraldine Gaines, the Guest Experience Immersion Manager at Ford Motor Company. Geraldine shares insights on enhancing the guest experience, the importance of diversity and inclusion, and...

Episode Highlights: In today's episode, we have the pleasure of having a special guest, Elizabeth Dixon, President and CEO of Trilith Foundation. Join us as we dive into the importance of understanding and living out one's purpose in life, and how it can lead to personal and professional fulfillment. In this episode, you will also learn more about: • The definition of purpose and its signi...

Episode Highlights: In this episode, Michael Tingey will be sharing his insights and experiences in the golf industry. He began his journey in the golf industry while still in college. Working as a sales associate at Uinta Golf in Utah, he sold golf clubs while pursuing his degree.  As he approached graduation, Michael had offers from various industries but realized that his passion lay in golf. H...

Join us for a captivating discussion on employee experience, including 'The First 100 Days' framework, unique employee benefits, and mastering the art of balancing engagement and care. Tune in to unlock your organization's workforce potential! 🌟 🎬 Episode Highlights: Shift from Customer to Employee Experience: Join us as we explore why renowned customer experience expert Joey shifted his focus t...

Episode Highlights: Alex Sheridan, Founder of Impaxs, a marketing company that helps B2B companies build world-class brands, and attract clients through video content. He is an expert in strategy training and coaching for small to medium-sized companies, as well as providing top-notch video editors for businesses. With a keen eye for identifying opportunities and leveraging the power of video cont...

Anne Pritz, a former aspiring veterinarian, had her career aspirations change to focus on the food industry. Anne's career path has since been dedicated to working with various food brands, both domestically and internationally, with a focus on supporting franchisees in growing and establishing profitable businesses. She finds immense fulfillment in assisting franchisees and jumped at the opportun...

Kerry Bodine is the co-author of Outside In and a globally recognized customer experience expert. She founded Bodine & Co. in 2014 on the belief that unified and profitable customer experiences must be built from within — and that requires new ways of working and thinking. 0:41.206 People might know about you 2:45.090  - 5:17.354 Why CX must be built from within the organization  6:16.947  - ...

In this episode, we delve into the remarkable life and wisdom of Horst Schulze, a true luminary in the hospitality industry and a founding member of The Ritz-Carlton Hotel Company. Horst Schulze's profound insights have not only shaped the luxury hospitality landscape but have also empowered individuals and organizations to strive for excellence in every endeavor. Join us as we uncover the essence...

Join us on this enlightening episode of Press 1 For Nick as we sit down with Jason Cutter, CEO of Cutter Consulting Group, a renowned expert in mindset and scalability. With an unconventional background in Marine Biology, Jason has not only defied expectations but also redefined success in sales and team building. Through his books, podcasts, and client work, he's on a mission to unlock the secret...

Episode Highlights: Brad Haley, the Chief Marketing Officer at Dave's Hot Chicken shares his journey with Dave's Hot Chicken, from starting as a consultant to becoming the CMO.  He discusses the challenges of maintaining the brand's unique identity and quality as it grows rapidly. Brad emphasizes the importance of authenticity and organic content in their marketing strategy, relying on passionate...

How to have Uplifting Service - Ron Kaufman, New York Times Bestselling Author "UPLIFTING SERVICE" [Service] ABOUT NICK GLIMSDAHL Subscribe to my bi-weekly newsletter Find me on Twitter Find me on LinkedIn LISTENER SUPPORT Purchase Nick’s books:  Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick   Support this show through B...

Episode Highlights: Jeff Dudan is the CEO and Chairman of HomeFront Brands, a property service franchise platform that empowers entrepreneurs to create thriving franchised residential and commercial property service local businesses. A seasoned business builder and franchise executive, he has more than 30 years of experience building, operating and successfully exiting national franchise brands, i...

In this episode, Nick Glimsdahl engages in an insightful discussion with Jane Grote Abell, Executive Chairwoman of Donatos Pizza. Jane shares lessons learned from her father, emphasizing integrity and customer focus as Donatos' cornerstones. Reflecting on her experience on Undercover Boss, Jane stresses the value of active listening and empathy in leadership. A key highlight is the discussion on p...

Episode Highlights: 1. The Unconventional Approach to Customer Service: Christian Brothers Automotive's journey started with a unique vision - to be more than just a repair shop. They've embraced the role of a guide, helping customers navigate their vehicle repair journey. By prioritizing transparency, trust, and informed decision-making, they've created an atmosphere that fosters lasting relation...

J.J. Peterson - StoryBrand Chief of Teaching and Facilitation at StoryBrand and Co-Author of the Book, Marketing Made Simple [Marketing] ABOUT NICK GLIMSDAHL Subscribe to my bi-weekly newsletter Find me on Twitter Find me on LinkedIn LISTENER SUPPORT Purchase Nick’s books:  Reasons NOT to Focus on Employee Experience: A Comprehensive Guide Apparel: https://www.teepublic.com/user/press-1-for-nick  ...

Step into the dynamic world of hospitality where crafting unforgettable customer experiences is a finely tuned art, demanding precision, innovation, and a keen understanding of evolving trends. Meet Ricardo, a seasoned luminary at Marriott International, whose expertise shines through as he redefines customer engagement and elevates brand experiences, setting new standards for excellence. Explorin...