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Next in Queue
By Rob DwyerBusiness
Next in Queue episodes
- Trust featuring Frank Mona III
In 2011, former US Secretary of State, Colin Powell, shared his views on the essence of leadership and boiled it down to a single word, trust. Powell began his military career in the US Army in 1958 and in 1989, was promoted to the rank of General. He concluded his military career by serving as the 12th Chairman of the Joint Chiefs of Staff, the highest military position in the Department of Defense.
As listeners of this show well know, leadership isn’t relegated to the military or government. Leadership is a crucial linchpin that ensures the wheels of business keep spinning. Frank Mona’s leadership lessons began at an early age, observing his father’s interactions in the food manufacturing plant he managed.
We discuss:
• The value experience brings to leadership• Recognizing and building a culture of Servant Leadership• Establishing trust in an organization• The Impact of communication on relationships• The value of face-to-face interactions and human connectionConnect with Frank on LinkedIn – https://www.linkedin.com/in/frankmona/
Francis J Consulting – https://francisjconsulting.com/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
50 min - It’s Not About Us featuring Sarah Hatter
If you’re Tony Stark hosting your own expo, a huge production, outrageous budget, and big personality as a keynote speaker is entirely expected. Attractions, autograph sessions, celebrity sightings – that’s all part of the experience. While you may not see Iron Man at an industry event, you may very well see actual celebrities (from this universe) on stage welcoming attendees. Those appearances pay into the six figures depending on the profile of the celebrity.
But some industry events are different. They’re typically smaller and are focused on learning, networking, and community. These events abstain from keynotes while attendees imbibe peer learning. As in-person industry events make a comeback, you may find yourself wondering which type to attend. Sarah Hatter, Senior Director of Community & Events at PartnerHero, has been hosting live events in multiple countries for over a decade and she joins Next in Queue to share her thoughts about how to evaluate all the events vying for our attention and money.We discuss:
• Importance of Community• Evaluating Events• Considerations for Event Attendees• The Impact of Celebrity Speakers• Different Types of Conferences• Content and Experiences at Events• Upcoming ElevateCX EventsConnect with Sarah on LinkedIn – https://www.linkedin.com/in/sarahhatter/
ElevateCX – https://www.elevatecx.co/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
47 min - There’s Only One Thing Wrong with this Car featuring Alyona Medelyan
Before Baywatch, David Hasselhoff starred in Knight Rider, a television series that featured KITT, an AI-enabled 1982 Pontiac Firebird Trans Am that featured the iconic pulsing red scanner bar. But while Hasselhoff was the star of the show, it was Bonnie Barstow, played by Patricia McPherson, who was the brains behind KITT. As the lead design engineer for KITT’s systems, Bonnie’s character was a pioneering representation of women in STEM fields.
While the names grabbing many of the headlines related to AI belong to men, plenty of incredibly talented women are making their mark in the field as well. While Bonnie was using AI to help Michael Knight battle criminals, Alyona Medelyan has been using AI to understand customer feedback. Her love of linguistics combined with her early interest in computers led her to a PhD in Artificial Intelligence and the founding of Thematic.We discuss:
• Understanding AI and Machine Learning• Women in Tech and AI• Starting Thematic• Gathering and Analyzing Customer Feedback• Benefits of Y Combinator• Maintaining Focus and Achieving GrowthConnect with Alyona on LinkedIn – https://www.linkedin.com/in/medelyan/
Thematic – https://getthematic.com/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
44 min - Would You Like to Play featuring Kent Morita
Benedict Cumberbatch’s portrayal as Alan Turing in the 2014 film, The Imitation Game earned him an Oscar nomination. In this scene, he describes what has become known as the Turing Test. Introduced in 1950, this test determines if a machine can exhibit intelligent behavior indistinguishable from a human. In short, its goal is to determine if a machine can think.
While there are all kinds of philosophical debates about the validity of such a test, it has become ever more relevant in a world where Artificial Intelligence has emerged from the lab and is becoming part of our everyday experience. But Kent Morita, a Conversation Designer on the Google Gemini project, has a hot take about how the Turing Test has become irrelevant.We discuss:
• The Rebranding of Bard to Gemini• Conversational Design and Large Language Models (LLMs)• Insights about the NYU Mascot• A Unique, Educational Application of an LLM• Challenges of Working with LLMs• Ethical Use of Artificial Intelligence• How Businesses May Guard Against Bad LLM Behavior• How Storytelling Inspires CreativityConnect with Kent on LinkedIn – https://www.linkedin.com/in/kentmorita/
Moment in Manzanar – https://www.momentinmanzanar.com/
Story Pirates – https://www.storypirates.com/podcast
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
55 min - A Little Dignity and a Little Respect featuring Stacy Sherman
Dolly Parton is probably more associated with the 1980 film, 9 to 5, because of her hit theme song by the same name. But this scene featuring Lily Tomlin and Dabney Coleman captures a struggle that endures to this day – the prejudice against women in the business world. While things have changed significantly in the last four plus decades, women still face prejudice and discrimination in the workplace.
Stacy Sherman is a professional speaker, advisor, LinkedIn Instructor, author, podcaster, and so much more. On this International Women’s Day, she joins Next in Queue to share challenges, successes, advice, and inspiration.We discuss:• Stacy’s family history of women in business• Challenges faced by women in business• Designing for inclusion• Lessons learned in corporate America• The value of different perspectives• Advice to her 20-year-old selfConnect with Stacy on LinkedIn – https://www.linkedin.com/in/stacysherman/Stacy’s Linktree – https://linktr.ee/StacyShermanInternational Women’s Day – https://www.un.org/en/observances/womens-dayMusic courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/38 min - Please Mr. Postman featuring Michael MattsonThe 1961 hit, Please Mr. Postman, performed by the Marvelettes, was the first #1 single for Berry Gordy’s Motown Records. It carried a plea for the Postman to deliver news from the singer’s boyfriend who was, presumably, at war.The United States Postal System pre-dates the United States of America by nearly a year. Formed July 26th, 1775 by the Second Continental Congress, today’s Postal Service operates over 30,000 post offices serving over 163 million homes and businesses. It is the largest civilian employer in the country with roughly 500,000 full-time employees. Because it’s one of the few government agencies explicitly authorized by the Constitution of the United States and operates under a Universal Service Obligation, it touches the lives of nearly every person living in the United States. You could argue that no one has a larger, more diverse customer base in the U.S.My guest today, Michael Mattson, spent over 9 years working in various roles at the Postal Service, much of that focused on Customer Experience.We discuss:• Customer touch points• Affecting change in a large organization• Navigating organizational politics• Linking Customer Experience to financial metrics• Formalizing customer feedback• The importance of effective communication and conflict resolutionConnect with Michael on LinkedIn – https://www.linkedin.com/in/michaelcmattson/Music courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/54 min
- I’m Just Gonna Say You’re a Farmer featuring Dan Smitley
During the Career Day episode of That 70’s Show, Michael Kelso’s father, John Kelso, tries to explain his job as a “Senior Executive Statistical Analysis Technician.” While Michael isn’t known as the brightest bulb, I think most people would struggle to clearly explain exactly what it is he does and why it’s important.
In the world of Customer Service and Support, many view the Workforce Management department as similarly confusing. Like John Kelso’s job, it involves “diverse statistical information” and can be challenging to explain in layman’s terms. But Dan Smitley joins Next in Queue to break down the role of WFM and how it supports the business, the customer, and the employees.
We discuss:
• The most common problem in Workforce Management• The biggest mistake in Workforce Management• Balancing business needs and employee autonomy• How WFM impacts the Customer Experience• How often to review schedule preferencesConnect with Dan on LinkedIn – https://www.linkedin.com/in/dansmitley/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
48 min - I Know You Called featuring Douglas TaitThe 1994 R.E.M. hit Star 69 referenced the access number for the “last-call return” feature of telephones in North America. The chorus repeats the phrase, “I know you called” 5 times before revealing the caller hung up but was discovered using the *69 feature.That feature, however, pre-dates the current telephony system that primarily uses VoIP (Voice over Internet Protocol) which allows the “spoofing” of phone numbers. In short, today, it’s hard to know who actually called. But by utilizing data passed through the SIP (Session Initiated Protocol) Header, Oracle is able to identify calls with the potential of malicious activity. Douglas Tait joins to explain why this is important and how the technology can impact contact centers.We discuss:• Threats in the voice channel• Examples of cybersecurity failures and social engineering• The important role of SIP headers and metadata• The role of AI in emerging threats• Protective measures companies can take• Balancing “zero-trust” with customer experienceConnect with Doug on LinkedIn – https://www.linkedin.com/in/douglas-tait-b2253/Music courtesy of Big Red Horse – https://bigredhorseband.com/Brought to you by Happitu – https://happitu.com/38 min
- No One to Call featuring Tim McElgunn
Great comedy requires keen observation and analytical skills. One of the best at observing and analyzing human behavior was George Carlin. In this bit from 1976, he takes aim at our behaviors with the telephone. Of course, telephone technology has come farther than either Alexander Graham Bell or George Carlin could have anticipated. Today, they are indeed everywhere, all the way from Orlando to Albuquerque.
The kind of observation and analytical skills needed for comedy are like what’s needed to provide insights into industries like the Contact Center industry. Tim McElgunn has made a career analyzing technology solutions and strategies. Contact Centers are often the first to take advantage of new technologies and Generative AI is no exception. But good analysis considers the risks, not just the potential gains.We discuss:• The risks companies face when adopting Generative AI• The challenges for employees• Data poisoning and security concerns• Dangers for customers• Opportunities where AI can make positive impacts• Change management and accountabilityConnect with Tim on LinkedIn – https://www.linkedin.com/in/tim-mcelgunn/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
51 min - No, Nick - Motivating featuring Russel Lolacher
2011’s Horrible Bosses takes the idea of bad leadership to the extreme, but many people can relate to Nick’s exasperation with his horrible boss, Dave. The movie highlights three different types of horrible bosses – so horrible that their subordinates conspire to murder them. Don’t worry – it’s a comedy.
The reality of having a horrible boss, however, is no comedy. Fostering great work environments by focusing on employee experience is the idea behind the podcast, Relationships at Work, hosted by this week’s guest, Russel Lolacher.We discuss:
• The Challenges of Embracing Leadership and Employee Experience• Globalization and the Impact on Leadership• The Role of Mentors in Leadership Development• The Importance of Diversity, Equity, and Inclusion• Supporting Emerging Leaders on a BudgetConnect with Russel on LinkedIn – https://www.linkedin.com/in/russellolacher/
R@W Podcast – https://www.russellolacher.com/episodes/
Music courtesy of Big Red Horse – https://bigredhorseband.com/
Brought to you by Happitu – https://happitu.com/
51 min
About Next in Queue
From the publisher's feed
Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the…
globe. From CEOs to the frontlines, there are lessons and insights in every episode.