Welcome to Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.

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ABOUT NICK GLIMSDAHL

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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/

Jay Baer brings 27 years of marketing and customer experience expertise and has worked with more than 700 companies, including 36 of the FORTUNE 500. In his keynotes and webinars, Jay teaches how to grow businesses by giving customers a differentiated experience they notice and talk about.

What is one thing people might not know about you?

How do you succeed in marketing and communications today?

What are talk triggers?

What are the different types of talk triggers? Should my listeners you every type per interaction?

How do customers feel when companies have inconsistent experiences?

Why should leaders experience their business as a consumer does?

Should you keep an eye out for what your competitions customers are saying?

Why does trust matter more than truth?

What book or person in customer service or experience have influenced you the most in the past year?

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

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 Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

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/

Dr. Bertley is a scientist, scholar, and evangelist for innovative thinking. As the President and CEO of COSI, he is shepherding the leading science center to its next iteration in a legacy of success.

02:20 For those listeners who are not familiar with COSI, please tell us a bit about you.

05:00 What is the COSI Guest Experience? How much emphasis is put on the guest experience?

08:00 How has COSI been impacted over the last 20 months?

12:20 Tell me more about COSI Connects?

13:42 What’s next for COSI? How did that come to fruition?

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

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 Press 1 For Nick Throwback Episode! In these episodes, we reintroduce you to some of our most popular episodes.

Please fill out this survey: https://forms.gle/7ig267wFeyoLU2Xg7

Free Ebook

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

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/

Brian Solis is a world-renowned digital anthropologist and futurist who serves as Global Innovation Evangelist at Salesforce. Brian is also an 8x best-selling author and international keynote speaker.

Brian shared his latest research on CX and its new trajectory as a result of the pandemic at the 2021 AMA Ignite that I moderated. He also explored how marketing can take the lead to unify the organization around the customer’s experience and the future of business growth.

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

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/

Jerry Campbell - Director, Customer Workflows-Leading Practices at ServiceNow

Where does the Customer Experience Start?

Why is it important to involve your employees in the decision-making process to deliver great CX?

What specifically should the employee be involved with? Should they have an input in technology selection, onboarding, operations, marketing? Where does it stop?

Let's talk about Technology next. Why do most companies feel that technology is always the solution?

What happens if the technology is too complex or not integrated correctly? What does that do to morale or productivity?

What makes CX professionals agents of change? How is that different than other leaders in the organization?

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

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/

Charlie Godfrey is the Senior Director at Genesys.

01:00 What is one thing people might not know about you?

01:50 Can you have Empathy with Technology?

02:43 A lot of people talk about Empathy, but how do you make it real?

10:50 What is the difference between Empathy and Sympathy?

13:07 Can Empathy be taught?

17:23 Should you deliver Empathy to your Customers or Employees first?

Where do people fail with Empathy?

20:07 How does empathy align with CX?

24:50 Is it possible to have empathy at scale? Do you need tech involved?

28:46 What book or person in customer service or experience has influenced you the most in the past year?

If you could leave a note to all customer service professionals, what would you say?

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

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/

Fanatics Carolyne Truelove is the Head of Global Fan Experience at Fanatics, Inc. Fanatics is changing the way fans purchase their favorite team apparel, jerseys, headwear, and hard goods through innovative, tech-infused approach to making and selling fan gear in today's on-demand, mobile-first culture.

Fanatics offers the largest collection of timeless and timely merchandise whether shopping online, on your phone, in flagship stores, in stadiums, or on-site at the world's biggest sporting events.

01:20 What is one thing people might not know about you?

03:26 What is it that you do as the Head of Global Fan Experience at Fanatics?

04:46 At Fanatics, you have Athletes and a Coach. Is it a play on sports or something else?

06:45 Tell me your culture at Fanatics?

08:35 Does that improve retention?

12:01 How do partnerships with internal teams improve the Fan Experience? (Effortless Tools, Self Service)

17:12 What makes the Fan Experience so unique at Fanatics?

How do you measure the fan experience?

19:47 How are you using this data to improve the fan experience?

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

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/

Steve is a highly sought-after talent advisor to leaders and organizations across the globe. As a founder of his own silicon valley based firm, Cadigan Talent Ventures, Steve advises organizations including Twitter, Eventbrite, Cisco, Intel, Salesforce, and more. Prior to launching his firm, Steve worked as an HR executive for over 25 years at a wide range of companies, but his HR career was capped by serving as the first CHRO for LinkedIn from 2009 through 2012.

02:43 Why are more people changing jobs faster today than at any time in history?

05:32 What does all this change mean to our careers and employers?

09:30 What can companies do to keep our staff from leaving?

14:42 You mention in the book that college is no longer the investment that will guarantee us a viable career path, so how should we view school?

22:30 It seems like most companies still hire based on the best place to work, we pay well, have good products, but that doesn't differentiate them from anyone, so is there a better way?

31:10 As an employee, should we always be looking at our next career move? Why or why not?

***

ABOUT NICK GLIMSDAHL

Subscribe to my weekly newsletter

Find me on Twitter

Find me on LinkedIn

***

LISTENER SUPPORT

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/