Travel & Hospitality Intelligence

J.D. Power Tech Support Podcast -- Meet the Speaker –- Greg Dickerson by

During this episode, our team of J.D. Power Customer Service Advisory experts explore technology support trends they’re seeing in 2022, how those are impacting organizations, and what we see top performers doing. Listen in to the conversation now.

This podcast features a discussion with:

-- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence.

-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power

-- Mike Noeth, Evaluator, Customer Service, Technical Support, Field Service, J.D. Power

-- Greg Dickerson, Call and Contact Center Consultant, J.D. Power

On the latest episode of “Winning the Battle for Talent,” our experts wrap up their four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the final imperative. (And if you’ve missed the other three, don’t forget to catch up on those episodes.)

E8 features a discussion with:

-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power

-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power


-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power

-- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International

On the latest episode of “Winning the Battle for Talent,” our experts continue our four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the third imperative.

And if you’ve missed imperatives one and two, don’t forget to catch up on those episodes.

E7 features a discussion with:

-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power

-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power


-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power

-- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International

On the latest episode of “Winning the Battle for Talent,” our experts continue our four-part discussion around the four imperatives of the frontline supervisor during the "Great Resignation"(and beyond). Listen in as they discuss the second imperative.

E6 features a discussion with:

-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power

-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power


-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power

-- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International

On the latest episode of “Winning the Battle for Talent,” our experts begin a 4 part discussion around the 4 Imperatives of the Frontline Supervisor During the Great Resignation (and Beyond). We start by digging into the first imperative: changing your mindset.

EP5 features a discussion with:

-- Michael Vermillion, Senior Managing Director, Global Business Intelligence, J.D. Power

-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power


-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power

-- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International

Our latest episode of the podcast features a recent webinar conversation between J.D. Power Travel Intelligence Practice Lead, Michael Taylor, and Kate Sullivan, Deputy Director of Strategic Partnerships and Liz Moselle, Assistant Director of Guest Experience of Philadelphia Airport.

The three discuss how PHL is using a new research technique, Passenger View, to gather the right data to make strategic, travel-centric decisions on upgrades and redesign initiatives, increase travel satisfaction, and drive non-aeronautical revenues.

On the latest episode of “Winning the Battle for Talent,” our experts discuss:

— What goes on in a person’s mind when they’re beginning to think about leaving an organization

— The role of the supervisor when it comes to retention and ensuring employees aren’t burned out

EP4 features a discussion with: 


-- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence.


-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power


-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power

-- Brian Kearney, Sr. Consultant, Customer Service Advisory, J.D. Power and Co-Founder, 5th Talent International

-- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International

At the end of 2021, our Customer Service experts took a look back at what technology support organizations did well and what best practices to take into 2022. Listen in to the conversation now.

This podcast features a discussion with: 


-- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence.


-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power


-- Mike Noeth, Evaluator, Customer Service, Technical Support, Field Service, J.D. Power

-- Greg Dickerson, Call and Contact Center Consultant, J.D. Power

During the latest episode of the “Winning the Battle for Talent Podcast,” our experts discuss:

— The evolution of the supervisor

— How their role evolved with the work-at-home shift

— How to support them so that they can support their agents

EP3 features a discussion with: 


-- Michael Vermillion, Vice President and General Manager of J.D. Power Travel & Hospitality Intelligence.


-- Mark Miller, Practice Leader, Customer Service Advisory, J.D. Power


-- Scott Killingsworth, Director, Customer Service Advisory, J.D. Power

-- Brian Kearney, Sr. Consultant, Customer Service Advisory, J.D. Power and Co-Founder, 5th Talent International

-- Ted Nardin, Sr. Consultant, Customer Service Advisory, J.D. Power and President, 5th Talent International