All our episodes aboutCustomer Experience

How customers feel the brand when execution holds or fails. Many guests work this domain; ICPs treat it as critical to results.

Implement AI in Customer Service Without Losing the Human Touch | Ty Givens

Ty Givens explains why AI customer service needs a sound knowledge base and clear context before automation can strengthen the human connection.

Remote Contact Center Engagement: Beating the Industry by 11 Points and Crawling with AI

Jason Mercer-Pottinger explains how remote contact centers use frontline autonomy and a measured AI approach to protect empathy and patient care.

3 Seismic Challenges Facing Contact Centers

But when flexible work became normalized, with only 11% of agents desiring full-time on-site roles, the legacy operating system began to fracture.

Must Have Customer Experience Conversations

Research shows that most behavioral instruction evaporates quickly when employees return to legacy operational environments built for past conditions.

How to Deliver Great Customer Experiences with Less Effort

T-Mobile addressed this mismatch by requiring senior leaders and directors to spend a full week working inside retail stores setting up customer accounts.

How to Create Remarkable Customer Experience Your Customers Can’t Wait to Share

He took his first marketing class and finally learned that what he had been doing for four years had names, frameworks, and structure behind it.

People Leadership: How the Employee Experience Impacts the Customer Experience

Organizations repeatedly spend capital to recruit and train skilled personnel, only to lose that capacity when legacy systems exceed human bandwidth.

What is Collaborative Leadership and How to Apply it in Customer Experience?

Edward points to the natural mechanics of geese flying in formation, where leadership rotates to the back when the lead goose tires so another can step up.

Why Leadership is Important in Creating Wonderful Customer Experiences | Dr. David Arrington

And they’re going to be other people who would like to do 40, 50 hours and have that security of a good job and being able to spend time with their kids.

How Playing at Work Can Help Improve the Customer Experience | Jeff Harry

Google does a 20% program where they give their staff a fifth of their time to pursue things that are curious to them, as long as it helps the business.

Customer-Centric Innovation | Dennis Geelen

Customer service provides baseline operational stability, but it operates as a lagging indicator of past performance rather than a proactive growth engine.

Delivering Top-Tier Customer Experience for Renters | Ryan Coon

My name is on the mortgage and versus someone who’s sitting in an office and maybe they’re like five layers removed from actually engaging with the renter.

Enhancing the Customer Experience with Handwritten Notes | David Wachs

He had a typical wholesome family life with two involved parents, having an older and younger brother, David suffers from classic middle child syndrome.

Transparency Brings Trust into the Customer Experience | Paul Pagnato

While other kids wanted a bicycle or sports equipment for their birthdays, he had his eyes and heart laser-focused on something much cooler – A MICROSCOPE.

Advantage is determined by customers | Steve Coughran

Evaluating customer experience strictly through income statement line items creates an illusion of profitability while damaging long-term enterprise value.

I focused on everybody being successful | Mark Brody

This hidden expense creates margin compression across operational units that rarely appears as an explicit line item on standard accounting scorecards.

I almost left the contact center | Matt Beckwith

Matt has spent the years since then leading customer service and sales contact centers in various industries from banking to health care to pest control.

The skills sets to be a leader are completely different | Bill Gessert

Bill and his wife Lisa currently live in New York with their beloved Lhasa sunny between them they have four adult children and five grandsons.

Life’s too short to live this way | Lori Bocklund

Under high operational velocity, human biology defaults to risk aversion, causing teams to endlessly seek more data or chase shiny objects.

I was totally wrong | Debi Mongan

Jim Rembach: Okay, Fast Leader Legion you can find links to that and other bonus information from today’s show by going www.fastleader.net/Debimongan.

I was in a tough position | Sean Hawkins

Jim Rembach: Okay, Fast Leader legion, you can find links to that and other bonus information from today’s show by going to fastleader.net/Sean Hawkins.

I was spit thrown into the deep end | Simon Blair

Jim Rembach: Okay Fast Leader listeners you can find links to that and other bonus information from today’s show by going to fastleader.net/Simon Blair.

I actually flew off the handle | Kathleen Peterson

When executives provide an operational plan that supports the broader vision, leaders can stand tall in their decisions and build true systemic alignment.

For 365 days I was miserable and I left | Neal Topf

Jim Rembach: Okay, Fast Leader listeners, you can find links to that and other bonus information from today’s show by going too fastleader.net./ Neal Topf.

I was beat physically and mentally | Al Hopper

Al then join Citibank contact centers inbound baking team where he piloted several initiatives before moving to help start a fraud protection unit.

Running into the same wall constantly | Annette Franz

Yet, years later, when she stepped into the corporate arena to lead customer experience departments, she found herself repeatedly running into a wall.

We were dysfunctional | Gerry Barber

Each individual who becomes part of that book club will take a chapter, and the books are great book on leadership, on business or on contact centers.

You got to trust in this | Dee Kohler

Power & Associates award-winning operations professional with experience applying contact center best practice principles across multiple industries.