The Fast Leader Show | Strategy Execution & Systems Design

Doug Sandler was hired to be a DJ at a party hundreds of miles from his home. He was feeling on top of his game but within 15-minutes of the four-hour event, he realized why he was really hired sight unseen. He also realized that everything he had done in his career to that point was just about being lucky.

Lori Bocklund and her husband lived in the Washington DC area during 9/11 and then the anthrax scare and the DC sniper. She was living in constant fear. Despite loving where they lived, they decided to move. But they didn’t know here they wanted to live. After finally figuring that out, she took an even bigger risk which paid off in her becoming one of the leading authorities on contact center technology.

Michael Gale owned a number of trademarks on journey mapping when they built the methodology 14 years ago. But now he has to admit it’s no longer relevant because you can’t fit a journey map into a world of moments. With organizations now needing to digitally transform and customers being in complete control, Michael explains you must think and do things differently.

Jennifer Moss had two young kids when she founded her company and then her husband became almost fatally ill. They thought he would never walk again, but after a six-week recovery where he focused on gratitude, they realized they found a new passion that changed their narrative.

Ian Golding felt like he beat his head for 17 years working in an organization as a champion for the customer. Over the past 6 years he has traveled to over 60 countries and worked with organizations to help support those that thrive on the customer experience to be heard, recognized and supported. Listen as Ian shares insights on the future of customer experience as a discipline and profession.

Gabe Alves was working on a project that was going to digitally transform the way a hundred-year-old company managed its workforce. After weeks of presenting, Gabe finally got approval. Just prior to going live a vital component didn’t arrive. That’s when Gabe learned an age-old lesson that saved the day.

Heather Younger was leading the entire client facing team for a company that was going through a big merger. After about a year into the merger the company culture took a nosedive. Heather went to the head of HR, even though she was leading the customer experience, about making changes to improve the employee experience. Heather ended up being responsible to managing the experience for both.

Jillian Medoff was a business consultant with a passion for being a novelist. After having sold a few novels she was unable to sell her next manuscript. That’s when the editor of her first novel gave her some advice that she thought was crazy. But it paid off and Jillian is now following her passion of writing about corporate life.

Tal Shnall was promoted to managing a staff that was more than double the size of his previous role. But Tal did not realize that he was missing a lot of manager and leadership skills that would allow him to be successful. Tal struggled and paid the price. Eventually he found his way forward and now helps others from repeating his experience.

Debi Mongan decided to take a break from her career to raise her daughter. After five years had passed Debi decided to go back to work. She thought she was going to re-enter where she left off. Once she realized that wasn’t going to happen she took a step back, which helped her to take a leap forward.