By Press 1 For Nick
5
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The podcast currently has 323 episodes available.
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 she discusses turning "mission obsession" into "customer obsession," the importance of micro-behaviors in achieving financial goals, and the innovative ways TIAA is bridging client experience and technology gaps.
We'll explore their unique "mission metric" for service success, the integration of digital and human advice, and how AI is being cautiously implemented to enhance client outcomes.Jessica also highlights the emotional connections driving client-centric behavior, the significance of financial education, and how a culture of experimentation fosters growth even in the risk-averse world of financial services.
Get ready for an insightful conversation on transforming retirement planning and how TIAA's mission-driven approach is setting a new standard in the industry.
Let’s dive in!
BROUGHT TO YOU BY:
VDS is a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
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 systems and inflexible company policies, including his challenges as a Hilton diamond member. These stories highlight the pervasive friction points in customer interactions and their profound impact on brand loyalty and trust.
Through practical examples, such as Uber's seamless user experience and the pitfalls of long sales pitches, David explains how businesses can gain a competitive edge by making the customer journey ridiculously easy.
From simplifying returns and trials to adopting modern payment methods, David and Nick underscore the critical need for companies to walk in their customers' shoes and continuously evaluate their ease of navigation.
So, tune in as David and I reveal the secrets to making it easy for customers to do business with you—a crucial step for success in today’s competitive marketplace!
ABOUT NICK GLIMSDAHL
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***
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 Buy Me A Coffee
***
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
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 reveals how organizations can successfully build robust design capabilities that truly resonate with clients' needs.
Get ready to dive into the world of iterative design, rigorous testing, and the marriage between customer experience outcomes and tangible business results. Anton also sheds light on the critical role of AI in enhancing service delivery within the contact center and the imperative of continuous adaptation to stay aligned with changing client expectations.
But that's not all. He opens up about the best practices for communicating the value of client experiences, transforming customer feedback into actionable insights, and implementing consistent customer experiences across various channels. His seasoned perspective will provide invaluable insights to those new to the client experience space or feeling overwhelmed by the challenge.
So, press play, lean in, and let's decode the pixie dust and fairy tales behind crafting a successful customer experience with Anton de Wet. Stay tuned!
ABOUT NICK GLIMSDAHL
Subscribe to my 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 Buy Me A Coffee
***
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
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, particularly the manipulation of titles for credibility in smaller businesses.
As we navigate the complex intersection of AI and customer engagement, Chris expresses a prudent skepticism about the rush towards AI and emphasizes the undeniable power of human connection. This notion is echoed by a poignant Super Bowl commercial by Discover Card, reinforcing the need for personal interaction in an age of increasing automation.
Furthermore, we explore the notion of Customer Value Alignment (CVA) through the intriguing Goldilock scale, debate the consequences of prioritizing profits over passion with an eye on the gaming industry, and discuss Disney's recent focus shift. The episode challenges businesses to hold fast to their foundational values while evolving with the unstoppable tides of technology and customer expectations.
Join us as we venture into business strategy and customer experience where Nick and Chris share their insights on how to not just survive but thrive in the digital age.
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 critical importance of self-talk, breathing, and mental training techniques like meditation and mindfulness. We'll be exploring how these practices can not only guide us through high-stress situations but also bolster our self-worth and internal validation, transcending the need for external approval—a concept Mike knows all too well, as he shares his battles with FOPO, the fear of other people's opinions.
We'll also delve into the transformative journey from being a puddle to embodying the resilient vastness of an ocean, discussing practical mindfulness practices, the power of journaling, and the profound impact of wise counsel. Additionally, Dr. Mike will unfold the significance of defining our identity beyond social roles and navigating the unpredictable landscape of public perception.
Join us as we unfold these mindful strategies that top athletes and successful professionals use to stay present, confident, and at the peak of their game. If you're ready to transform your mindset, let go of the fear of judgment, and embrace a life of mastery. Let’s get into this episode!
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Through conversations with leaders, Nick and his guests exchange insightful stories, best practices, and invaluable lessons they have learned along the way. They are focused on the interplay between customer experience, employee experience, and the transformation of customer service. #customerservice #customerexperience
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https://press1fornick.com/podcast/
#customerexperience #customerservice
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
Support this show through Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
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 people.
Highlights:
"I am committed to the task of servant leadership in that I am here to help others succeed."
"One of the biggest desires we have as human beings is to belong."
"Tribes had values. What are the values there for? To help protect people and set them free?"
"Some tribe members are better warriors, and others are better builders, and others are better sales people, and some are even good customer service people."
"Doing the right thing is most important."
Links:
WD-40 careers page: https://wd40company.com/careers/current-opportunities/
Call to action:
If you enjoyed this episode and want to learn more about servant leadership and tribal engagement, check out the WD-40 careers page and see if there are any opportunities that align with your values and skills.
ABOUT NICK GLIMSDAHL
Subscribe to my bi-monthly newsletter
Find Press 1 For Nick on YouTube
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 Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests' book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
In this captivating podcast episode, we embark on a journey of leadership, empathy, and building extraordinary company culture with none other than Claude Silver, the Chief Heart Officer at VaynerMedia. Discover the art of leading with heart, as Claude shares her unique insights and experiences.
Claude's fascinating stories, from her heartwarming connection with her Nana to the creation of VaynerMedia's "Honey Empire," will leave you inspired and enlightened. Explore the significance of emotional optimism, the power of empathy, and the people-first philosophy that fuels her leadership.
If you're a leader or aspiring to be one, don't miss this episode. Claude Silver's wisdom and passion will transform your perspective on leadership and help you understand the real ROI of a great company culture. Tune in and be ready to unleash your inner leader!
ABOUT NICK GLIMSDAHL
Subscribe to my 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 Buy Me A Coffee
BOOK RECOMMENDATIONS:
Learn about all the guests book recommendations here: https://press1fornick.com/books/
BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/
This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/
SPONSORING OPPORTUNITIES:
Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/
The podcast currently has 323 episodes available.