Next in Queue

Last week, we explored trust in terms of leadership. But in this scene from the 1989 Tim Burton film, Batman, Jack Nicholson’s Joker is exploring a different kind of trust. When someone you’ve never met is seemingly always behind a mask, how do you trust them? How do you know who they really are and what they’re actually up to? As work from home has become more and more prevalent in the BPO space, that kind of trust becomes increasingly important. Companies are entrusting the access to their customer data to agents who, not only work for an outsourcer, but also work behind the mask of work from home. Dawud Gordon and Ivan Milenkovic join this week’s show to discuss the importance of security in the BPO sector and how AI is changing the landscape. We discuss: • Opportunities and Risks of AI in BPO Security • Identity Protection and Evolving Threats • Challenges of Traditional Security Measures • Challenges of Implementing Multi-Factor Authentication • The Limitations of User Responsibility in Security Connect with Dawud on LinkedIn – https://www.linkedin.com/in/dawudgordon/ Connect with Ivan on LinkedIn – https://www.linkedin.com/in/ivanmilenkovic/ Twosense – https://www.twosense.ai/ 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

In 2011, former US Secretary of State, Colin Powell, shared his views on the essence of leadership and boiled it down to a single word, trust. Powell began his military career in the US Army in 1958 and in 1989, was promoted to the rank of General. He concluded his military career by serving as the 12th Chairman of the Joint Chiefs of Staff, the highest military position in the Department of Defense. As listeners of this show well know, leadership isn’t relegated to the military or government. Leadership is a crucial linchpin that ensures the wheels of business keep spinning. Frank Mona’s leadership lessons began at an early age, observing his father’s interactions in the food manufacturing plant he managed. We discuss: • The value experience brings to leadership • Recognizing and building a culture of Servant Leadership • Establishing trust in an organization • The Impact of communication on relationships • The value of face-to-face interactions and human connection Connect with Frank on LinkedIn – https://www.linkedin.com/in/frankmona/ Francis J Consulting – https://francisjconsulting.com/ 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

If you’re Tony Stark hosting your own expo, a huge production, outrageous budget, and big personality as a keynote speaker is entirely expected. Attractions, autograph sessions, celebrity sightings – that’s all part of the experience. While you may not see Iron Man at an industry event, you may very well see actual celebrities (from this universe) on stage welcoming attendees. Those appearances pay into the six figures depending on the profile of the celebrity. But some industry events are different. They’re typically smaller and are focused on learning, networking, and community. These events abstain from keynotes while attendees imbibe peer learning. As in-person industry events make a comeback, you may find yourself wondering which type to attend. Sarah Hatter, Senior Director of Community & Events at PartnerHero, has been hosting live events in multiple countries for over a decade and she joins Next in Queue to share her thoughts about how to evaluate all the events vying for our attention and money. We discuss: • Importance of Community • Evaluating Events • Considerations for Event Attendees • The Impact of Celebrity Speakers • Different Types of Conferences • Content and Experiences at Events • Upcoming ElevateCX Events Connect with Sarah on LinkedIn – https://www.linkedin.com/in/sarahhatter/ ElevateCX – https://www.elevatecx.co/ 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

Before Baywatch, David Hasselhoff starred in Knight Rider, a television series that featured KITT, an AI-enabled 1982 Pontiac Firebird Trans Am that featured the iconic pulsing red scanner bar. But while Hasselhoff was the star of the show, it was Bonnie Barstow, played by Patricia McPherson, who was the brains behind KITT. As the lead design engineer for KITT’s systems, Bonnie’s character was a pioneering representation of women in STEM fields. While the names grabbing many of the headlines related to AI belong to men, plenty of incredibly talented women are making their mark in the field as well. While Bonnie was using AI to help Michael Knight battle criminals, Alyona Medelyan has been using AI to understand customer feedback. Her love of linguistics combined with her early interest in computers led her to a PhD in Artificial Intelligence and the founding of Thematic. We discuss: • Understanding AI and Machine Learning • Women in Tech and AI • Starting Thematic • Gathering and Analyzing Customer Feedback • Benefits of Y Combinator • Maintaining Focus and Achieving Growth Connect with Alyona on LinkedIn – https://www.linkedin.com/in/medelyan/ Thematic – https://getthematic.com/ 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

Benedict Cumberbatch’s portrayal as Alan Turing in the 2014 film, The Imitation Game earned him an Oscar nomination. In this scene, he describes what has become known as the Turing Test. Introduced in 1950, this test determines if a machine can exhibit intelligent behavior indistinguishable from a human. In short, its goal is to determine if a machine can think. While there are all kinds of philosophical debates about the validity of such a test, it has become ever more relevant in a world where Artificial Intelligence has emerged from the lab and is becoming part of our everyday experience. But Kent Morita, a Conversation Designer on the Google Gemini project, has a hot take about how the Turing Test has become irrelevant. We discuss: • The Rebranding of Bard to Gemini • Conversational Design and Large Language Models (LLMs) • Insights about the NYU Mascot • A Unique, Educational Application of an LLM • Challenges of Working with LLMs • Ethical Use of Artificial Intelligence • How Businesses May Guard Against Bad LLM Behavior • How Storytelling Inspires Creativity Connect with Kent on LinkedIn – https://www.linkedin.com/in/kentmorita/ Moment in Manzanar – https://www.momentinmanzanar.com/ Story Pirates – https://www.storypirates.com/podcast 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

Dolly Parton is probably more associated with the 1980 film, 9 to 5, because of her hit theme song by the same name. But this scene featuring Lily Tomlin and Dabney Coleman captures a struggle that endures to this day – the prejudice against women in the business world. While things have changed significantly in the last four plus decades, women still face prejudice and discrimination in the workplace. Stacy Sherman is a professional speaker, advisor, LinkedIn Instructor, author, podcaster, and so much more. On this International Women’s Day, she joins Next in Queue to share challenges, successes, advice, and inspiration. We discuss: • Stacy’s family history of women in business • Challenges faced by women in business • Designing for inclusion • Lessons learned in corporate America • The value of different perspectives • Advice to her 20-year-old self Connect with Stacy on LinkedIn – https://www.linkedin.com/in/stacysherman/ Stacy’s Linktree – https://linktr.ee/StacySherman International Women’s Day – https://www.un.org/en/observances/womens-day 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

The 1961 hit, Please Mr. Postman, performed by the Marvelettes, was the first #1 single for Berry Gordy’s Motown Records. It carried a plea for the Postman to deliver news from the singer’s boyfriend who was, presumably, at war. The United States Postal System pre-dates the United States of America by nearly a year. Formed July 26th, 1775 by the Second Continental Congress, today’s Postal Service operates over 30,000 post offices serving over 163 million homes and businesses. It is the largest civilian employer in the country with roughly 500,000 full-time employees. Because it’s one of the few government agencies explicitly authorized by the Constitution of the United States and operates under a Universal Service Obligation, it touches the lives of nearly every person living in the United States. You could argue that no one has a larger, more diverse customer base in the U.S. My guest today, Michael Mattson, spent over 9 years working in various roles at the Postal Service, much of that focused on Customer Experience. We discuss: • Customer touch points • Affecting change in a large organization • Navigating organizational politics • Linking Customer Experience to financial metrics • Formalizing customer feedback • The importance of effective communication and conflict resolution Connect with Michael on LinkedIn – https://www.linkedin.com/in/michaelcmattson/ 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

During the Career Day episode of That 70’s Show, Michael Kelso’s father, John Kelso, tries to explain his job as a “Senior Executive Statistical Analysis Technician.” While Michael isn’t known as the brightest bulb, I think most people would struggle to clearly explain exactly what it is he does and why it’s important. In the world of Customer Service and Support, many view the Workforce Management department as similarly confusing. Like John Kelso’s job, it involves “diverse statistical information” and can be challenging to explain in layman’s terms. But Dan Smitley joins Next in Queue to break down the role of WFM and how it supports the business, the customer, and the employees. We discuss: • The most common problem in Workforce Management • The biggest mistake in Workforce Management • Balancing business needs and employee autonomy • How WFM impacts the Customer Experience • How often to review schedule preferences Connect with Dan on LinkedIn – https://www.linkedin.com/in/dansmitley/ 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

The 1994 R.E.M. hit Star 69 referenced the access number for the “last-call return” feature of telephones in North America. The chorus repeats the phrase, “I know you called” 5 times before revealing the caller hung up but was discovered using the *69 feature. That feature, however, pre-dates the current telephony system that primarily uses VoIP (Voice over Internet Protocol) which allows the “spoofing” of phone numbers. In short, today, it’s hard to know who actually called. But by utilizing data passed through the SIP (Session Initiated Protocol) Header, Oracle is able to identify calls with the potential of malicious activity. Douglas Tait joins to explain why this is important and how the technology can impact contact centers. We discuss: • Threats in the voice channel • Examples of cybersecurity failures and social engineering • The important role of SIP headers and metadata • The role of AI in emerging threats • Protective measures companies can take • Balancing “zero-trust” with customer experience Connect with Doug on LinkedIn – https://www.linkedin.com/in/douglas-tait-b2253/ 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

Great comedy requires keen observation and analytical skills. One of the best at observing and analyzing human behavior was George Carlin. In this bit from 1976, he takes aim at our behaviors with the telephone. Of course, telephone technology has come farther than either Alexander Graham Bell or George Carlin could have anticipated. Today, they are indeed everywhere, all the way from Orlando to Albuquerque. The kind of observation and analytical skills needed for comedy are like what’s needed to provide insights into industries like the Contact Center industry. Tim McElgunn has made a career analyzing technology solutions and strategies. Contact Centers are often the first to take advantage of new technologies and Generative AI is no exception. But good analysis considers the risks, not just the potential gains. We discuss: • The risks companies face when adopting Generative AI • The challenges for employees • Data poisoning and security concerns • Dangers for customers • Opportunities where AI can make positive impacts • Change management and accountability Connect with Tim on LinkedIn – https://www.linkedin.com/in/tim-mcelgunn/ 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

2011’s Horrible Bosses takes the idea of bad leadership to the extreme, but many people can relate to Nick’s exasperation with his horrible boss, Dave. The movie highlights three different types of horrible bosses – so horrible that their subordinates conspire to murder them. Don’t worry – it’s a comedy. The reality of having a horrible boss, however, is no comedy. Fostering great work environments by focusing on employee experience is the idea behind the podcast, Relationships at Work, hosted by this week’s guest, Russel Lolacher. We discuss: • The Challenges of Embracing Leadership and Employee Experience • Globalization and the Impact on Leadership • The Role of Mentors in Leadership Development • The Importance of Diversity, Equity, and Inclusion • Supporting Emerging Leaders on a Budget Connect with Russel on LinkedIn – https://www.linkedin.com/in/russellolacher/ R@W Podcast – https://www.russellolacher.com/episodes/ 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

Dr. Henry Wu provides an illuminating take on the idea of perspective in 2015’s Jurassic World: “To a canary, a cat is a monster; we’re just used to being the cat.” Our perspective on just about anything is likely biased by what we’re used to. Businesses often forget the perspective of who they’re marketing to, says Mike Verret. In fact, when it comes to marketing, Mike says your message is not about your business – it should be about how your audience perceives what you do. He joins the show to talk about how to pitch your business in a way that makes people say, “Tell me more!” We discuss: • Importance of Clarity, Simplicity, and Consistency in Communication • The Power of social media and content of value • How to build trust with potential customers • The story behind his logo • Mike’s incredible connection with the Jurassic World franchise Connect with Mike on LinkedIn – https://www.linkedin.com/in/mike-verret/ 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

The British comedy, The IT Crowd, was inspired by an encounter with a PC tech with poor people skills. While IT Service Desk and IT Service Management have both changed drastically since it’s 2006 debut, the stereotype of socially inept geeks answering tech support calls lives on. But there’s a shifting of the IT Service Management landscape. The principles of Customer Experience are beginning to play a larger role within ITSM. Evidence for that is presented by today’s guest, Doug Rabold. Doug’s background in consultative sales informed his approach to IT service. Today, Doug is a recognized ITSM thought leader and CX influencer, and he shares the emergence of a new breed of metrics – XLAs, or Experience Level Agreements. We discuss: • What XLAs are (and what they aren’t) • Challenges with XLAs • Transitioning to XLAs • Changing the mindset in Service Desks • Getting started with XLAs • The Evolution of XLAs Connect with Doug on LinkedIn – https://www.linkedin.com/in/doug-rabold-itil-hdi/ 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

The 1978 film, Grease, follows the romantic journey of Danny Zuko, played by John Travolta, and Sandy Olsson, played by Olivia Newton-John. You’re The One That I Want is the theme to the denouement of the story, when both characters recognize the persona of the other and reimagine who they could be for each other. Creating a product that customers want requires understanding the various customer personas. Afterall, not every customer is looking for Greased Lightning! Jason Trujillo and Kate Kompelien bring their incredible experience and insights to this episode of Next in Queue as we discuss: • Why products fail • How emotion figures into product development • Where product development typically starts and why it’s the wrong place • Why Journey Maps should be paired with Process Maps • Why internal products matter just as much as customer-facing products • The different roles of product channels • Famous examples of product failures Connect with Jason on LinkedIn – https://www.linkedin.com/in/jason2000/ Connect with Kate on LinkedIn – https://www.linkedin.com/in/katekompelien/ 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

If you’ve never seen the video for Tom Petty’s 1993 hit, Mary Jane’s Last Dance, it’s a disturbing example of what can happen when an unsupervised worker with the right access goes rogue. While work from home has become increasingly popular for contact centers, agent disengagement and security concerns still linger. Jason Hiland has spent over two decades in the contact center business and is currently focused on solving these concerns. We discuss: • How work from home is unique for contact center agents • Definitions of common Information Security jargon • Unexpected ways data leaks can happen • What many companies forget or ignore with work from home • Advantages of work from home for both agents and businesses • Technology that facilitates work from home engagement and security • Jason’s journey up Machu Picchu Connect with Jason on LinkedIn – https://www.linkedin.com/in/jasonhiland/ Collaboration Room – https://collaborationroom.ai/ 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

Based on the 2006 book of the same name, the 2010 film Eat, Pray, Love follows the self-discovery journey of Liz Gilbert, played by Julia Roberts. Faced with a “now what” moment, she travels to Italy, India, and Bali. This clip illustrates a moment of realization for her about change and fear. Her resolve, however, will continually be tested, and the journey has only just begun. Kassy LaBorie recently faced a “now what” moment, herself. Over the past year, she has been on her own journey of transformation. As we enter 2024, lots of people will be considering how they want to change direction in one way or another. I couldn’t think of a better person to have a conversation with about change and how to overcome the challenges of fear and self-doubt that we all struggle with from time to time. We discuss: • The impact of 2020 on virtual training • The challenges of self-doubt and comparison • The process of writing and delivering a keynote speech • The importance of focusing on what works, overcoming fear and self-criticism, and finding inspiration in the success of others • The need for continuous learning and growth • The power of vulnerability and self-reflection in personal and professional development Connect with Kassy on LinkedIn – https://www.linkedin.com/in/kassylaborie/ 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

Perhaps no movie epitomizes the early 90s grunge scene quite like the 1992 film, Singles. Cameron Crowe’s second film featured a soundtrack littered with bands that would soon become household names. Soundgarden’s Birth Ritual featured the unmistakable vocals of Chris Cornell belting out the word Ritual. Rituals are a feature of every society, often linked to religions and cults. But rituals are hardly relegated to the mystical. They show up within our teams, our families, and our personal lives. I wanted to explore the topic and did so with Mercer Smith, the VP of CX Insights & Community at PartnerHero. We discuss: • How ritual led to her first book being published • How LEGO has its own rituals in Mercer’s home • How new families foster new rituals • One successful and one unsuccessful ritual Mercer brought from one business to another • How physical ritual impacts focus • Mercer delivers a challenge to the audience Connect with Mercer on LinkedIn – https://www.linkedin.com/in/smithmercer/ Preorder CXOXO: Building a Support Team Customers Will Love – https://www.amazon.com/dp/B0CK53YJB4?ref_=pe_30520 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

For most of 1981, 867-5309 would have been considered a random phone number at best. By the spring of 1982, it had become the most famous phone number in the world. Tommy Tutone’s hit even inspired a fad of people calling the number and asking for Jenny, forcing nearly one hundred people to change their phone numbers. Perhaps the second most famous number in the US began its journey to fame a few years earlier. Originally just 588-2300, the Empire Today® jingle has been around since 1977 in commercials featuring the equally famous Empire Man. Nearly 30 years ago, the nationwide toll-free 800 area code was added to the jingle as their business grew out from their Chicago home and into about 75 metro areas in the US. Empire Today is a home improvement and home furnishing company that specializes in carpet and flooring. While Phil Bennett is *not* the Empire Man, he does lead Empire Today’s customer service operations which are increasingly going digital despite the famous phone number. We discuss: • How Phil ended up in the Contact Center business • The myth of Omni-Channel platforms • How companies create barriers for customer communication • How legacy technology hinders advancement • Real-world examples of how different companies deal with legacy technology Connect with Phil on LinkedIn – https://www.linkedin.com/in/philip-b-9a8535b/ Classic Empire TV commercials – https://www.empiretoday.com/tv-commercials 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

In Season 8 of The Office, Andy Bernard gets creative with an employee incentive plan to drive better profitability. His points system is met with apathy until he ups the ante with some pretty bizarre and embarrassing potential rewards. In typical Andy fashion, his plan backfires spectacularly. Kory Kostecka, the Director of Workforce Solutions at Paramount Staffing, believes contact centers need to adjust to attract and retain top talent, but he wouldn’t advise using Andy’s method. Instead, he offers some relatively simple strategies that will make your talent management successful in 2024 and beyond. We discuss: • Post-COVID shifts in hiring criteria • How companies can earn employee loyalty beyond pay • How to communicate career path opportunities • Big trends for 2024 • One thing younger workers want more than ever before Connect with Daniel on LinkedIn – https://www.linkedin.com/in/kory-kostecka-95b82514a/ Paramount Staffing – https://www.hireparamount.com/ 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

In 1989, Roxette took the world by storm with their first hit, “The Look.” Songwriter, Per Gessle wanted the band’s 2nd album, Look Sharp, to be “a little more programmed, digital, and modern” than their first effort, Pearls of Passion, so he got a synthesizer and in the process of learning to use it, wrote “The Look.” Daniel Nilsson believes support should be “a little more programmed, digital, and modern” as well. Not only does his proactive approach to support reduce support inquires, it drives more sales through channel partners. We discuss: • Why Daniel believes in always being available for Customer Support • How Preventative Support impacts product design • How good onboarding impacts Support • How great Channel Sales and Support can drive revenue • Tips and Tricks for providing great Channel Sales Support • Lessons from Marketing applied to Support • The critical attribute for successful Support professionals Connect with Daniel on LinkedIn – https://www.linkedin.com/in/danielnilssonsweden/ Daniel’s blog – https://www.daniel-one.com Much Skills – https://www.muchskills.com/ 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