Press 1 For Nick

Roberta O'Keith talks about VOC, how to build and execute on a VOC strategy, and the importance of Governance. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick

Jeb Dasteel is Owner of Dasteel Consulting, and he is also the author of the book "Competing for Customers" - Why Delivering Business Outcomes is Critical in the Customer First Revolution. Prior to his current role, he spent 21 year at Oracle, with the last 12 years as the Chief Customer Officer. On this episode, jeb talks about how to translate CX iniatives into business results, and he talks abo...

Robin Ambrozy - Associate Professor of Instruction at Ohio University. She talks about her customer service leadership course, the characteristics of a leader and ways to leaders can continue to develop and train others. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick

Brett Frazer - Vice President of Customer Service at Sun Basket. Brett talks about why your customers deserve the best, and breaks down the basics, how to measure it, and show an return on investment. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick

Michelle Ludwin talks about the definition of UX, common myths about UX, and how to measure and monitor UX. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick

Chris Vetrano is the Head of Partner & Customer Engagement | Bikes, Scooters & Transit at Lyft. Chris talks about what it means to be customer obsessed, how and when to add the right channels, and explains how Lyft has adapted in 2020. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick #customerexperience #customerservice #press1fornick

Leslie O'Flahaven discusses ways companies can deliver on consistent communication in an omnichannel world, and some tips to write automated texts that sound more human and less robotic.

Asiana Ponciano is the Strategic Talent Leader, Employee Voice & Experience at Hawaiian Airlines. Asiana talks about her role, shares the new vision at Hawaiian Airlines and how it is broken down into four words: Mālama - “care”, Ho’okipa – “hospitality”, Lōkahi – Means “collaboration”, and Po’okela – “excellence”. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press...

Audrey Stone discusses CX, UX and EX, the definition of each experience, and the risk of not sticking to these definitions. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick

Dr. Chip Bell is a highly sought-after keynote speaker and a prolific writer. He is considered a world-renowned authority on customer loyalty and service innovation. In fact, Global Gurus ranked him in 2020 for the sixth straight year in a row in the top three keynote speakers in the world on customer service. Chip talks about his new book, Inside Your Customer's Imagination. Join the Press 1 For...

Bill is the Head of Customer Experience at Freddie Mac, and Host of his own podcast, Be Customer LED. https://becustomerled.com/episodes/ Bill Staikos talk about the core tenants of CX and why they are important, being customer focused vs. customer obsessed, and how to align CX wit business outcomes. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick

Joe is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, which is a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings, and he is also the Co-author of The Experience Economy. Joe talks about the Experience...

Beth is a Customer Experience and Customer Service Leader. She is an effective, respected leader who has been recognized for creating a positive experience for both customers and associates. Beth discusses ways to build a successful contact center, and how to provide customers with peace of mind, and also create a great experience. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/...

Barbara is the Deputy Chief Veterans Experience Officer at U.S. Department of Veteran Affairs. In this role Barbara is responsible for building a lasting customer experience capability at VA and sharing best practices across sister Federal Agencies. Barbara is the Deputy Chief Veterans Experience Officer at U.S. Department of Veteran Affairs. Barbara talks about why the Veterans Experience Office...

Jeannie is Global Keynote Speaker, Trainer, and workshop leader, CEO & Chief Customer Experience Investigator at Experience Investigators, Forbes Contributor and LinkedIn Learning Author and Instructor. Jeannie talks about service blue printing, how to get started, the difference between Front stage & Back Stage and how to set expectations. Join the Press 1 For Nick community on LinkedIn:...

Ali is the Head of Customer Experience Design at Dow Jones. She is responsible for leading the global CX Design team that designs end-to-end experiences for Dow Jones' Consumer and B2B customers. Ali Lichtenstein talks about Customer Experience Design, why it is important to adopt a customer centric viewpoint, and the differences between CXD and UXD. Join the Press 1 For Nick community on LinkedIn...

Max is the CEO Customerville, Author of Design Driven Feedback, and the host of a CX Vlog called 40 Billions Reasons. Max Israel talk about the importance of CX fatigue, ways to get your customers to invest in the conversation and a few steps you can take to improve CX fatique. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick

Chimene is the President and Chief Customer Officer at The Killer Brownie Company. Chimene Ross talks about how Killer Brownie's came to be, how to craft the world's most delightful experiences and how to stay focused on the customers experience. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick

Christine Cravens talks about how customer needs are constantly shifting, how to create the right framework to stay nimble, and how to focus on being customer centric.

Jesse Cole talks about how his baseball team went from losing $150,000 annually to now selling out every game. It all comes down to the fan experience and flipping the script to show his fans something they had never seen before (i.e. break dancing first base coach, grandma pageant, backwards day and more).

Lisa Diehl talks about how blending technology and the human touch creates the ultimate experience, and the importance of finding the balance.

David Avrin talk about his book "why customers leave and how to win them back". On this episode, Nick and David talk about how inflexible policies are bad for business, and the importance of balancing effiiency with effectiveness.

Jason Anderson - Director, Customer Experience. Jason explains how he got started in CX, how to have a pre-customer experience strategy, along with steps you should take and specific road blocks to watch out for in your strategy.

Denise Lee Yohn talks about culture, what it takes to build a healthy culture, who's responsibility it is and what compaies are doing it well. She goes on to explain why companies need to find the intersection between brand and culture and the importance of communication. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Cust...

Roger Dooley talks about his book Friction. How you define it, examples of high effort, and describes why security is the biggest source of ditigal friction. Nick Glimsdahl is the Director of Contact Center Solutions at VDS. He is a thought leader in both the Customer Service and Customers Experience fields. As the Director of Contact Center Solutions at VDS, his mission is to bring together digit...