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PODCAST

Next in Queue

Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.

business

All Episodes

00:39:48

#50 - Luke Jamieson

Next in Queue ·

2022/09/02

Luke Jamieson got sick of the hours of being a pastry chef and ended up in the Contact Center world in Melbourne, Australia. He became an advocate employee engagement through gamification which led him to start his own consulting company. Today, as the Global Content Director at Centrical, he still advocates for great gamification in contact centers. He’s also a certified LEGO® Serious Play® facilitator who uses LEGO to help groups solve problems. Connect with him on LinkedIn -

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00:52:34

#49 - Sean Ilenrey

Next in Queue ·

2022/08/26

Sean Ilenrey, VP of Support at Dutchie, got his start in fast food while dreaming of becoming a professional musician. While music didn’t pan out, his work ethic led to opportunities that eventually led him to the contact center world where he could finally “sit down” while he worked. He shares his journey into the world of workforce and operations, the differences between outsourced environments and captive (insourced) environments, why he said yes to getting into the software support side of the

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00:53:16

#48 - Doug Kennedy

Next in Queue ·

2022/08/19

After cutting his teeth at Marriott, his idea for a hotel training manual eventually turned into a decades-long career traveling the world and training hotel and lodging professionals. Doug Kennedy shares some of his experiences, beginning with his first job manning the register of his mother’s local craft supply store in Lexington, Kentucky. Connect with him on LinkedIn - https://www.linkedin.com/in/doug-kennedy-7619b51b/ Kennedy Training Network - https://kennedytrainingnetwork.com/ Music courtesy

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00:58:50

#47 - Brett Jones

Next in Queue ·

2022/08/12

When he’s not singing for The Lone Rangers, Brett Jones is leading Product at ItsaCheckmate. His path began in an outsourced contact center. But after being rendered homeless after the 2nd total loss from flooding inside a year, he decided to take a leap with a startup. We discuss the stresses of working in a tech startup, the pros and cons of working with family, and how product management is like writing a song. Connect with him on LinkedIn - https://www.linkedin.com/in/brett-jones-645a55126/ The

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00:50:56

#46 - Matt Smallman

Next in Queue ·

2022/08/05

Contact Center Security is ever more important, but Matt Smallman says that the processes used by most contact centers are merely “Security Theatre.” During his time in the British Army, he was focused on Counter IED Search Operations. But when he left the military, he ended up in Financial Services and that’s when he began to see problems with security processes that technology could fix. He’s made it his mission to “get rid of ridiculous, pointless, frustrating, time-consuming, insecure security

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00:49:43

#45 - Bogdan Surdea-Blaga

Next in Queue ·

2022/07/29

Bogdan Surdea-Blaga dispels the notion that there are vampires in Transylvania, shares his secret to career progression, and discusses how RebelDot acts as the “guardian” of new applications they support. Connect with him on LinkedIn https://www.linkedin.com/in/bogdansb/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/next-in-queue/message

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00:51:21

#44 - Marcos Tatijewski

Next in Queue ·

2022/07/22

From the “microphone” at Club Med to building the first ISP in Paraguay to media relations for the Ferrari Panamerican 20.000 Expedition, Marcos Tatijewski has led an amazing life filled with generosity, risk, luck, and preparation. He shares his CX insights along with some incredible stories in this episode. Connect with him on LinkedIn https://www.linkedin.com/in/marcostati/ Ferrari Panamerican 20.000 Expedition https://youtu.be/xVYS3GTmI5w?list=FLKyceaxMmdG-n6sDvGjsrPA Music courtesy of Big Red

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00:44:56

#43 - Gemma Colby

Next in Queue ·

2022/07/15

Gemma Colby grew up in South Africa and began her career in customer service in the freight industry. She then moved a continent away to the UK, changed industries, but always kept the Customer Experience at heart. She is a founding member of Women in CX, the 2021 CX Leader of the Year winner (UK Customer Experience Awards), and the Head of Customer Experience at Yell. Connect with her on LinkedIn https://www.linkedin.com/in/gemma-colby-%F0%9F%8C%88-21175132/ Vintage Yellow Pages Christmas Ad -

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00:48:02

#42 - Randy Johns

Next in Queue ·

2022/07/08

Randy Johns began his career on the phone as an agent during college, eventually leading teams of over 10,000 employees. We discussed: · The power of employee engagement to drive company success · How online customer support communities can drive Net Dollar Retention and NPS · Lessons he learned pioneering work at home in the 2010s Connect with him on LinkedIn https://www.linkedin.com/in/randyjohns/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu -

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00:53:10

#41 - Daniel Akre

Next in Queue ·

2022/07/01

Daniel Akre was an Olympic-caliber swimmer who transitioned his competitive nature to the business world. He is now the VP of Global Business Development with LiveXchange Technologies. We discussed the evolution of the BPO industry, job hopping, and the gig CX economy. Connect with him on LinkedIn https://www.linkedin.com/in/danielakre/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/ --- Send in a voice message:

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01:00:37

#40 - Adrian Swinscoe

Next in Queue ·

2022/06/24

Adrian Swinscoe is a customer experience advisor, podcaster, author, speaker, workshop leader, and aspirant punk. We discussed his unlikely journey to CX and lessons from Punk CX. Connect with him on LinkedIn https://www.linkedin.com/in/adrianswinscoe/ Listen to the Punk CX podcast and read Adrian’s blog: https://www.adrianswinscoe.com/ Find his books, How to Wow, Punk CX, and Punk XL: https://www.amazon.com/Adrian-Swinscoe/e/B0080439D8?ref=sr_ntt_srch_lnk_2&qid=1655479388&sr=8-2 Music

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00:49:52

#39 - Bunyamin Cankirli

Next in Queue ·

2022/06/17

Differences between living in Belgium, Florida, and Kansas, what he learned by watching The Fresh Prince of Bel-Air, and the similarities between parenthood and leading at work are just a few of the topics I tackled with Bunyamin Cankirli, Site Director at Concentrix. Connect with him on LinkedIn https://www.linkedin.com/in/bunyamincankirli/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/ --- Send in a voice message:

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00:58:36

#38 - Dee Layman

Next in Queue ·

2022/06/10

The value of receiving a “no”, turning weaknesses into strengths, and the power of a single glass of water – just a few of the topics I tackled with Dee Layman, Customer Success Manager at Square. Connect with her on LinkedIn https://www.linkedin.com/in/lynnette-layman-58a04a202/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/next-in-queue/message

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00:46:16

#37 - Brian Dunphy

Next in Queue ·

2022/06/03

Supporting 60+ million users during the launch of Disney+, lessons learned in the outsourcing world, and meeting customers where they are – just a few of the topics I tackled with Brian Dunphy, VP of Customer Experience at Warby Parker. Connect with him on LinkedIn https://www.linkedin.com/in/brian-dunphy/ Music courtesy of Big Red Horse - https://bigredhorseband.com/ Brought to you by Happitu - https://happitu.com/ --- Send in a voice message:

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01:12:07

#36 - Tony Won

Next in Queue ·

2022/05/27

From politics to Director of Player Support for 450+ million players of Fortnite at Epic Games, Tony Won shares his unique journey within the gaming industry, including his current role Senior Consultant at https://www.playersupport.com/. Connect with him on LinkedIn https://www.linkedin.com/in/tonywon1980/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/ --- Send in a voice message:

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00:35:03

#35 - Kate Kompelien

Next in Queue ·

2022/05/20

How she made “hunter” orange-colored pastry dough, the differences between digital channels, and the role of CX professionals in an organization are just a few of the topics I discussed with Kate Kompelien, Executive Director Experience Strategy at TTEC Digital. Connect with her on LinkedIn https://www.linkedin.com/in/katekompelien/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/ --- Send in a voice message:

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01:05:28

#34 - Stacey Pryce

Next in Queue ·

2022/05/13

Dealing with anxiety on the phone, how a friend who interned for Wendy Williams led to a podcast with meaning, and the importance of “why” are just a few of the topics I discussed with Stacey Pryce, Founder of PryceUp Coaching. Connect with her on LinkedIn https://www.linkedin.com/in/pryceup/, Twitter @quality_theory and @PryceOnPurpose, and check out her Pryce on Purpose podcast. Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/ --- Send in a

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00:47:15

#33 - Chad Molen

Next in Queue ·

2022/05/06

Lessons from working in an airplane plant, learning service experience lessons from studying other companies, and what character he is from Office Space are just a few of the topics I discussed with Chad Molen, Service Delivery Manager of NIMBL. Connect with him on LinkedIn https://www.linkedin.com/in/chadmolen/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/ --- Send in a voice message:

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00:41:38

#32 - Marion Balandra

Next in Queue ·

2022/04/29

The challenges of being a woman and a mother in the business world, how 2020 changed her “why” and led to the founding of Meridian Remote Teams, and what “balance” means to her are just a few of the topics I discussed with Marion Balandra, CEO of Star Mars Tech and Meridian Remote Teams. Connect with her on LinkedIn https://www.linkedin.com/in/%F0%9F%92%97marion-b-75558555/ Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/ --- Send in a voice

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00:36:40

#31 - Travis Curnutte

Next in Queue ·

2022/04/22

Entrepreneurship, geek culture, and gruesome hockey injuries are just a few of the topics I discussed with Travis Curnutte, Principal at Volli Communications. Connect with him on LinkedIn https://www.linkedin.com/in/traviscurnutte Music courtesy of Big Red Horse - bigredhorseband.com Brought to you by Happitu - https://happitu.com/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/next-in-queue/message

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211 results

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