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The Delivering Happiness Podcast
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The Delivering Happiness Podcast

Author: Delivering Happiness

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DH has evolved from a New York Times® Best Seller to the world’s first culture coach|sulting® [coaching + consulting] company. Since 2010, we’ve shared our expertise as pioneers of culture change using scientific happiness to create profitable, adaptable cultures in 350+ organizations around the world — including companies, such as Starbucks and Sallie Mae. Join our conversation in exploring ideas, stories, experiences, and tools that create happiness in the workplace and in our lives.
11 Episodes
While AI/ML and robotic automation are going to displace lots of jobs in the world, they are also creating lots of jobs. A Korn Ferry study found that there will be 85 million jobs unfilled and 8.5 trillion unrealized revenue by 2030 if we don't do something. The biggest challenge of the future of work is not that robots will take over all our jobs, but we won't have enough people with the skillsets to take these jobs.  Upskilling or reskilling is no longer just a good thing to do for your career, but a requirement to stay relevant in the fluid future of work. We are excited to have Jeff Henriod from Lambda School, an education startup that just raised 74M in Series C, to talk to us about the future of work in relation to education, upskilling and hiring . Jeff Henriod is the head of Partnership and Senior Manager of Hiring Solutions at Lambda School, the live, skills-based online school that removes barriers typically in the way of pursuing higher education and a better career.  In this role, Jeff focuses on building and scaling Lambda’s hiring network. As an early member of the Lambda team, Jeff has been an integral part of building Lambda’s partnership program from the beginning. Previously, Jeff worked in Product and Marketing roles at Amazon. Jeff currently lives in Utah with his family. You can find him on Twitter @jlhenriod. Lambda is a skills-based, online school that gives people a path to a better career and higher income at no cost until they’re hired. Lambda’s mission is to eliminate underemployment – through incentive-aligned education, where access to better incomes and career mobility are expanded. Lambda School doesn’t succeed unless our students do. 
Lual Mayen is a gaming developer and a former refugee from South Sudan who was born in the midst of his family's search journey for safety. His mother saved $300 for 3 years to buy his first laptop and he walked 3 hrs daily to teach himself how to play and then build video games. Salaam, the game Mayen originally developed so children in the camp could understand the concept of peace, became a worldwide sensation. Fast forward 3 years, He's now the CEO of Junub Games at DC, creating the next version of Salaam to teach people empathy. In October 2020 [as we record this!], he founded Lual Mayen Foundation to empower refugees through technology, restore hope, and shine a light on the hardships for refugees worldwide through education and employment. He was honored with the Global Citizen Gaming Award 2018, South Sudan Diaspora Award 2019, appeared on ABC New, World Economic Forum,  C-SPAN and many more media If you just google his name. We felt incredibly honored to interview such an inspiring entrepreneur and philanthropist.  We talked about how life is different in the US vs the refugee camp, how his passion and purpose took him to the US and what he's planning to do to give back through his company and his foundation. Talking to him reaffirms that happiness principles are the same everywhere and how far purpose and passions can take us. More details on Lual's Journey prior to coming to the US: During the Second Sudanese Civil War, the Bor Massacre occurred, killing about 2000 civilians in Bor. His parents were displaced and alone. By foot, they fled from violence. Lual was born on the road finding their final settlement. Other camps were opened in Nimule and Mungali where they finally settled. Life wasn’t easy because the LRA (Lord's Resistance Army) started to attack and killed massive amounts of people. His family was constantly fearful for their lives and it was common to see neighbors and friends in the camp beaten to death. Hi family finally moved to the refugee camp in Northern Uganda in Arua District, where he lives until 22 years old. Salaam, his video game, was initially developed so children in the camp could understand the concept of peace. Because the Internet was not reliable at the camp, his team would distribute it to other refugees via Bluetooth and WiFi sharing. One day, his friends had a crazy idea to upload it to a Facebook page. He uploaded it on his page, and that was when the world took notice. 
“Culture eats strategy for breakfast”, a phrase originated by Peter Drucker, but our Global Happiness Navigator, Carlos Piera Serra, says that "Strategy and Culture should eat together"! And we of course agree! He is here to share that culture needs to be embedded in the organization and business strategy. If not, your values or culture are just plaques on the wall (or your company website).To ensure that the strategic plan works with your culture, it's not enough to only include the obvious human departments (CSR or Budget for HR department). Companies need to align the culture in all things you do (M&A operations, new product launches, manufacturing processes, vendor relationships, internal communication and external marketing, etc).Most importantly, to embed the desired culture, we need to ensure that we review and align the following levers:LeadershipCommunicationOperating ModelCarlos Piera Serra is the CEO of DH Spain and our DH Global Happiness Navigator. Happiness, passion, purpose, and company culture have been a part of Carlos’ journey from DH’s beginning. In 2011, he joined the DH team and co-created our foundational Make Happy Work™ model. Just a year later, Carlos launched Delivering Happiness Spain as a vehicle to focus more on serving Europe, Latin America, the Middle East, and other Spanish-speaking organizations.Carlos ventured into the consulting space after a mission trip to India, where he learned that he could bring happiness into the world and organizations through volunteer work and HR consulting. Carlos’ consulting experience began at Grupo CMR, one of the first HR consulting firms in Spain. As a Sales Consultant Innovator, he created and implemented several customer service, sales, and leadership development projects. Driven by his joint passions for personal and organizational happiness and success, Carlos began collaborating with Delivering Happiness, quickly becoming a vital member of the DH movement and soon after launched DH Spain. Today he is the CEO of DH Spain, a Lead Coachsultant™ and keynote speaker.
Shola is one of the happiest man we talked to on the DH Podcast! It's crazy to think that this positive man was actually in such a toxic work environment that made him attempt to commit suicide. As a highly sensitive person (HSP), he now uses this experience and the philosophy of Ubuntu to dismantle toxic work culture and enhance people's every day lives. In the podcast, he shares his entire journey on how he used this tragic experience for good and became a workplace civility expert, practical takeaways that will positively change how you live and lead, and we drew similarities of the work he does and DH does as well. We feel like maybe he should be on our DH team!Shola Richards is a best-selling author, TEDx and keynote speaker, and workplace civility expert with a passionate worldwide following. His articles and wildly-popular Monday morning “Positivity Solution” email series have been read by readers in over 160 countries, and his work has been featured on the Today Show, CBS This Morning, Forbes, Black Enterprise, Complete Wellbeing India, Business Insider Australia, and in numerous other publications all over the world who recognize him as an authority on workplace happiness and engagement.
Continuing with our Customer Service theme, we will explore the future trends for Customer Service. Tethr, an AI-powered conversation Intelligence platform, did a research analyzing roughly 1 Million customer service calls with cross-section of industries with a proprietary 250-variable algorithm that measure customer experience. Matt Dixon, Tethr's Chief Product & Research Officer, also shared with us the new practices that help CS employees to improve customer's and their own call experience. Here is the link to download the Employee ToolKit that Paul mentioned on the callAs Chief Product & Research officer, Matt has responsibility for product strategy, product management, research and IP development at Tethr. Prior to joining Tethr, Matt was Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, was Group Leader of the sales, customer service and customer experience research and advisory practice at CEB, now Gartner. In addition to his responsibilities at Tethr, Matt is a noted business writer and speaker. His books include The Challenger Sale: Taking Control of the Customer Conversation, The Effortless Experience: Conquering the New Battleground for Customer Loyalty and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results. Matt is also a frequent contributor to Harvard Business Review, having been published more than twenty times in both HBR’s print and online editions. Matt holds a Ph.D. from the Graduate School of Public and International Affairs at the University of Pittsburgh as well as a B.A. in International Studies from Mount Saint Mary’s University in Emmitsburg, Maryland.About Tethr: Tethr’s vision is a world where every company listens, and every customer is heard. Tethr is an Austin Texas-based maker of cloud-based conversation intelligence software that combines powerful AI, machine learning and over a decade of customer experience and sales research to surface contextual insights from phone calls and other customer service interactions. Organizations are using Tethr to quickly, easily and accurately turn large amounts of unstructured voice of customer conversation data into insights that fuel smarter decisions and improved business performance, enabling them to become Listening Enterprises. 
We invited Shep Hyken, an international customer service and experience expert, to join us to talk about how to create amazing customer experience. While we at Delivering Happiness talk about WOW customer service a lot, Shep thinks that we should change our wording to amazing customer experience. Learn from him what the difference is! Here are some of the topics In this episode:You can now hear yourself on the DH Podcast!Fun Dept Activity Answers Revealed!The "secret" behind happy customers--(actually we agree that it's happy employees) How to develop a trusted brand [like Ritz Carlton] through amazing customer serviceHow to maintain and even create a higher level of trust with your customer even through crisis [he shared 5 point framework with us]What you can't cut in budget even during a pandemicHere is the link to download the Employee ToolKit that Paul mentioned on the callShep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees.
In this episode, we are talking, laughing and giving with our friend Nick Gianoulis, the Godfather of Fun from The Fun Dept. We talk about how to infuse fun in work to increase productivity, because no one needs to get motivated to have fun. We talk about how Fun is something you can use to make your good company GREAT, the different types of fun, how to make virtual work fun, and how to (or is it okay to) have fun during difficult times.  Nick also shared resources on how to have fun at work and even introduced activities you can play with your team virtually. *****Play to Get a gift*****Delivering Happiness and the fun dept are both giving out books If you answer the questions right. How to play:1. In the podcast, listen In for our questions about Kelly & Paul. 2. Tell us your answer by calling 707.79-happy, or Write an email to or to tell us your answers by our next episode on September 1st. 3. We'll email you back If you got the questions right to get your address & send you either the book Delivering Happiness or Playing It Forward [while supplies last!]. Nick Gianoulis is the founder of The Fun Dept., a consulting and training company that has been featured on CNN, BBC News, Washington Post, TEDx and numerous other media outlets. Its clients range from Fortune 100 companies to those with as few as 10 employees. Known as “The Godfather of Fun," he began his company after experiencing firsthand the enhanced culture and business results of fun during his 20-year corporate management tenure with a company that embraced a “work hard, play hard" culture. The model he believes so passionately in is fully outlined in the book he co-authored, Playing It Forward (Fun Dept. 2015). About The Fun Dept.: Outpacing the competition begins with workplace culture that keeps your team feeling happy and supported, even when you’re not all under the same roof. the fun dept. Redefined fun in the workplace. Since 2006, we've empowered hundreds of companies around the world to become happier, healthier, and more connected. our innovative solutions are proven to improve culture, enhance employee engagement and generate real, measurable impact on your bottom line.
In this episode, we are "traveling" to the Netherlands to interview a company called 2DAYSMOOD that measures companies' moods. We are interviewing two of their leaders from North America and the Netherlands. We talk about the difference between the trends they see In Europe vs. North America, what they are seeing pre and post COVID, the benefits of measuring moods, why they saw the needs of starting this unique company and more. About 2DAYSMOOD: People and work happiness are the foundation of 2DAYSMOOD, but that does not mean that smart technology cannot contribute to that. That is why the company motivates (HR) directors, team leaders and employees, to take responsibility for the atmosphere at their workplace, by listening to each other and to data.2DAYSMOOD is offering a remote experience program for a limited time during COVID. You can also request for a free customized trial. Connect with us to find out more: Meulenkamp is the co-founder and International Managing Partner of 2DAYSMOOD. With 22 years of working experience in the information technology and services industry, he now applies all his expertise in HR Consulting, Operations Management, Coaching, HR Policies, and Management into 2DAYSMOOD. In 2016, Martin joined 2DAYSMOOD as a Co-Founder because he believes that organizations should measure the engagement of their employees in a different way. An organization is an organic entity that is constantly on the move, and where employees play the leading role when it comes to success. It is therefore crucial to know what is going on. Not once a year, but putting people first the whole year around (without wanting to be a Big Brother). As a world-renowned expert on Customer Centricity, Dr. Marvin Deitz has held marketing leadership positions in multi-billion-dollar companies; and has been recognized internationally for his contributions to innovation, leadership mentoring and business results.  An international professor of master-level classes in the Service Leadership Innovation program at the Rochester Institute of Technology, Dr. Deitz teaches Customer Centricity at its United States campus as well as its international campuses in Dubai, Croatia and the Dominican Republic. He also serves as director of the UAE’s only Corporate/Customer Happiness Certification program in the Emirates—created upon request of the Prime Minister to help the Emirates become the happiest region in the world. 
Meet our Happiness Orchestrator Shereen H. Eltobgy [SheShe], a founding member of DH’s coach|sulting® team who has guided organizations along their culture journey through our DH Coach|sulting® Services (masterclasses, tailored workshops, leading-edge programs, and executive coaching). She's passionate about creating leaders, teams and engaging work cultures that are purpose-driven, values-based and fueled with the energy to be sustainably high-performing.In this Interview, we talked about:Today's leaders need to cultivate IQ, EQ and HQ (Happiness Quotient)How to deepen resilience for your team and yourselfCreate a safe container at workIs It okay to be happy right now?Expanding our basket of emotionsHabits we can take for self-care and caring for othersWhat Inspires herRead articles written by Shereen. 
Who better to open up our Podcast than Jenn Lim, our fearless, innovative CEO and co-founder of Delivering Happiness. From her 20+ years of lessons learned in culture and consulting, the proven results from transforming company cultures come back to her simple mission: to inspire science-based happiness, passion, and purpose at work, home, and in everyday life.We are all going through a forced reset with the world right now. It feels to many of our team members like the self-imposed reset that Delivering Happiness actually went through a few years ago. Why did DH go through a reorganization to become a self-managed company? How do you lead when you are not okay? In this episode, Jenn shares how she is leading DH now and her lessons learned from helping hundreds of other organizations. She is also going to share a tool called DH Matrix that our Coach|sultants™ created for you to check in with your higher purpose, values, and culture.  Jenn has helped over 350 organizations and has devoted her career to cultivate meaningful happiness in companies, communities, and cities around the world. In 2017, Jenn was selected to be on the Global Happiness Council of Work and Wellbeing with the charter to scale the impact she’s made in even more sustainable ways. You can find Jenn speaking at events around the globe, working with organizations to create more change in the world, or starting spontaneous dance parties with her friends and family.
This is episode 0! Co-hosts Kelly Lei and Paul Osincup created this short audio to let you learn a bit about what we hope to do with this podcast. You'll also get to know something weird about them. 
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