Press 1 For Nick

Tanya Curtin - Director of CX at PNC. Tanya talk about a CX focused culture, how to champion a cx initiative across the enterprise, and ways to mitigate risk.

Derek talks about his book Ego, Authority Failure, the importance of emotional intelligence, listening and tactical empathy. He brings all of these back to customer service. Derek Gaunt is a lecturer, author of Ego, Authority, Failure, and trainer with 29 years of law enforcement experience, 20 of which as a team member, leader and then commander of hostage negotiations teams in the Washington, DC metropolitan area. Derek talk about how he sold jail time, the importance of Emotional Intelligence, and how his hostage negotiations expertise translates to customer service. 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 digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn. #press1fornick

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#customerservice

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Annette Franz talks Journey Mapping, the difference between Journey Mapping and Life Cycle stages, how to get started, and what do once you have completed your Journey Map. 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 digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn. #press1fornick

#customerexperience

#customerservice

#cxofmradio

#cxconvos

#podcast

#podcasthost

#podcastshow

#podcastlife

#cxpa

#socap

#cxaccelerator

#icmi

Dr. James Killian shares his horrible experience of buying a bike and talks through ways to close the experience gap. 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 digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn.

Shep Hyken talks about how he got started in CX, Why FINE is the F BOMB of customer service, and he walks through the five cults of the customer. You can connect with Shep Hyken on www.hyken.com 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 digital transformation, customer expectations, and business objects to create effortless customer experiences. You can connect with Nick on LinkedIn.

Chris Drury talks about how he got into customer service, crazy calls he has received and explains what it means to be a CX Evangelist.

James Dodkins discusses his experience as a real-life Rock Star and how he transitioned to a CX Rock Star. He also discusses his six core elements of really good customer experience and which companies are doing it well.

Nick Zeisler - Principal at Zeisler Consulting. Nick talks about CX Strategy and Brand Promises, how to make sure they are aligned and what to do next once everything is aligned.

Dan Gingiss - Chief Experience Officer at The Experience Maker. Dan talks about the time he delivered pizza to Michael Jordan and how CX can be the best sales and marketing strategy.

Brian is the Chief Influence Officer at Influence People. Brian talks about ways to persuade people in a way that is lasting and ethical, and breaks down ways to build a coaching culture.