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Luke Jamieson got sick of the hours of being a pastry chef and ended up in the Contact Center world in Melbourne, Australia. He became an advocate employee engagement through gamification which led him to start his own consulting company. Today, as the Global Content Director at Centrical, he still advocates for great gamification in contact centers. He’s also a certified LEGO® Serious Play® facilitator who uses LEGO to help groups solve problems.

Connect with him on LinkedIn - https://www.linkedin.com/in/luke-jamieson/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

Sean Ilenrey, VP of Support at Dutchie, got his start in fast food while dreaming of becoming a professional musician. While music didn’t pan out, his work ethic led to opportunities that eventually led him to the contact center world where he could finally “sit down” while he worked.

He shares his journey into the world of workforce and operations, the differences between outsourced environments and captive (insourced) environments, why he said yes to getting into the software support side of the cannabis industry, why he began coaching working dads on financial success, and his potentially divisive opinions on the best and worst Star Wars movies.

Connect with him on LinkedIn - https://www.linkedin.com/in/sean-ilenrey/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

After cutting his teeth at Marriott, his idea for a hotel training manual eventually turned into a decades-long career traveling the world and training hotel and lodging professionals.  Doug Kennedy shares some of his experiences, beginning with his first job manning the register of his mother’s local craft supply store in Lexington, Kentucky. 

Connect with him on LinkedIn - https://www.linkedin.com/in/doug-kennedy-7619b51b/

Kennedy Training Network - https://kennedytrainingnetwork.com/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

When he’s not singing for The Lone Rangers, Brett Jones is leading Product at ItsaCheckmate. His path began in an outsourced contact center. But after being rendered homeless after the 2nd total loss from flooding inside a year, he decided to take a leap with a startup.

We discuss the stresses of working in a tech startup, the pros and cons of working with family, and how product management is like writing a song.

Connect with him on LinkedIn - https://www.linkedin.com/in/brett-jones-645a55126/

The Lone Rangers - https://www.thelonerangersstl.com/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

Contact Center Security is ever more important, but Matt Smallman says that the processes used by most contact centers are merely “Security Theatre.”

During his time in the British Army, he was focused on Counter IED Search Operations. But when he left the military, he ended up in Financial Services and that’s when he began to see problems with security processes that technology could fix.

He’s made it his mission to “get rid of ridiculous, pointless, frustrating, time-consuming, insecure security processes,” and his book explains exactly how to do that for your organization.

Connect with him on LinkedIn - https://www.linkedin.com/in/mattsmallman/

Unlock Your Call Centre - https://www.symnexconsulting.com/unlock-your-call-centre/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

Bogdan Surdea-Blaga dispels the notion that there are vampires in Transylvania, shares his secret to career progression, and discusses how RebelDot acts as the “guardian” of new applications they support.

Connect with him on LinkedIn https://www.linkedin.com/in/bogdansb/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

From the “microphone” at Club Med to building the first ISP in Paraguay to media relations for the Ferrari Panamerican 20.000 Expedition, Marcos Tatijewski has led an amazing life filled with generosity, risk, luck, and preparation. He shares his CX insights along with some incredible stories in this episode.

Connect with him on LinkedIn https://www.linkedin.com/in/marcostati/

Ferrari Panamerican 20.000 Expedition  https://youtu.be/xVYS3GTmI5w?list=FLKyceaxMmdG-n6sDvGjsrPA

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

Gemma Colby grew up in South Africa and began her career in customer service in the freight industry. She then moved a continent away to the UK, changed industries, but always kept the Customer Experience at heart. She is a founding member of Women in CX, the 2021 CX Leader of the Year winner (UK Customer Experience Awards), and the Head of Customer Experience at Yell.

Connect with her on LinkedIn https://www.linkedin.com/in/gemma-colby-%F0%9F%8C%88-21175132/

Vintage Yellow Pages Christmas Ad - https://youtu.be/ywjfSVrCqnk

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

Randy Johns began his career on the phone as an agent during college, eventually leading teams of over 10,000 employees.  We discussed:

· The power of employee engagement to drive company success

· How online customer support communities can drive Net Dollar Retention and NPS

· Lessons he learned pioneering work at home in the 2010s

Connect with him on LinkedIn https://www.linkedin.com/in/randyjohns/

Music courtesy of Big Red Horse - https://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/

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://bigredhorseband.com/

Brought to you by Happitu - https://happitu.com/