All Episodes
Fast Leader Show | Customer Experience Leadership — 279 episodes
Implement AI in Customer Service Without Losing the Human Touch with Ty Givens
Manar Morales: Flexibility by Design, Not Default
Remote Contact Center Engagement: Beating the Industry by 11 Points and Crawling with AI
Unlock Your Potential: A Numbers Game to Success
555 Dina Denham Smith - The Creative Leaders Mindset
554 John Fisher - Embracing Change One Step at a Time
553 Jeff Eschliman - Blueprints for Success in Work and Life
552 Joshua Freedman - Embracing Emotional Intelligence
551 Jim Rembach - Unleashing Strategic Success
450 Adam Bryant - Leading Through Contradictions
449 Laura McGuire - Creating Cultures of Consent at Work
448 Nicole Kyle - 3 Seismic Challenges Facing Contact Centers
447 Tom Schmitt - Flexibility and Empathy: Key Lessons for Business Leaders in the Post-COVID World
446 Oded Netzer - Data-Driven Decision Making and the Biases That Affect Our Choices
445 Chuck Mollor - Agile Leadership: Adapting to Changing Needs and Complex Challenges
444 Donald Thompson - DEI Strategies 101: The Power of Brief and Concise Data-Backed Insights
443 Mike Watson - Resilient Leadership: Thriving in the Face of Adversity
442 Lee Colan - Becoming a Better Leader in an Ultra-Competitive World
441 David Avrin - Must Have Customer Experience Conversations
440 Dan Hill - The Emotions that Attract and Retain Top Talent
339 Bill Price - How to Deliver Great Customer Experiences with Less Effort
338 Stephen McGarvey - Ignite a Shift to Achieve Greater Results
337 Steve White - 7 Pathways to Success and Fulfillment
336 Diane Primo - Using Purpose to Transform Your Business
335: Steve Curtin - How to Use Purpose to Engage Employees
334: Kelly McDonald - How to Talk About Race at Work
333: Brian Dodd - Leadership Lessons from 2021
332: Darja Gutnick - Bite-Size Learning for First-Time Leaders
331: Donato Tramuto - Compassionate Leadership: How To Lead With Compassion
330: Mark Briggs - Work-Life Balance Lies and Secrets for Today
329: Richard Medcalf - 4 Shifts You Need to Make In Order to Break Through the Ceiling of Complexity
328: David Wood - How to Address the Mice in the Room and Deal with the Subtle Things in Life
327: Dan Gingiss - How to Create Remarkable Customer Experience Your Customers Can’t Wait to Share
326: Wayne Washington - Company Alignment: How to Bring Your Company\'s Strategy, Culture, and Operations Together
325: Judy Ryan - How To Develop Intrinsic Motivation In The Human System: A Responsibility-Based Framework
324: Omar L. Harris - Why is Diversity, Equity, and Inclusion (DEI) Important in the Workplace?
323: Jim Kouzes - Five Exemplary Leadership Practices: How To Be an Exemplary Leader
322: Walt Rakowich - Transformative Influence: How to Build Trust and Lead Others in Today\'s Climates of Change
321: Adam Bryant - The CEO Test: 7 Things to Determine How Well You are Leading Your Companye
320: Kent Billingsley - Develop an Entrepreneurial Mindset: How to Think Like a Real Entrepreneur
319: Nick Jankel – Transformational Leadership: Changing the World by Changing Myself
318: Jonathan Raymond – People Leadership: How the Employee Experience Impacts the Customer Experience
317: Cheryl China – 9 Pieces of Career Advice Wisdom for Leaders and CX Professionals
316: Glenn Parker – How to Become a Positive Influence Leader and Inspire Others in CX
315: Edward Marshall – What is Collaborative Leadership and How to Apply it in Customer Experience?
314: Dr. David Arrington – Why Leadership is Important in Creating Really Wonderful Customer Experience
313: Jeff Harry – Playing at Work (Enhancing CX with Play)
312: Jim Loehr – Character Development in CX
311: Dennis Geelen - Customer-Centric Innovation
310: Nir Bashan – Filling the Creativity Gap in CX
309: Bill Eckstrom – Coaching for Leaders and Managers
308: Sean T. Ryan – Strategic Plan That Drives Results
307: Cliff Goldmacher – Songwriting and Innovation for Business
306: Greg Ablett – How Organizational Health Can Benefit Your Company
305: Tom Connally – Coaching Leaders to Improve Their Performance
304: Robert E. Quinn – Inspiring Positive Change
303: Dave McKeown - Moving from Execution to Excellence
302: Nathanael Zurbruegg – Overcoming Life\'s Greatest Challenges
301: Patrick S. Frazer – Helping Small and Medium-Sized Businesses Win
300: Ty Montague – Reinventing Capitalism
299: Ryan Coon – Delivering Top-Tier Customer Experience for Renters
298: Dan Bruder – Unlocking Potential through Culture, Strategy, and Execution
297: David Wachs – Enhancing the Customer Experience with Handwritten Notes
296: Jan-Benedict Steenkamp – Leadership Lessons from History
295: Nate Regier – Unleashing the Potential in Each Person
294: Neil Sahota – Artificial Intelligence for Good
292: Jeff DeGraff – Becoming More Creative in Your Ability to Innovate
291: Aaron McHugh – Transforming Disengaged Leaders into Hopeful Leaders
290: Gregg Ward – Leadership is About Respect
289: Alan Willett – Leading with Speed
288: Louis Carter – Leading Great Companies and Sparking Peak Performance
287: Lolly Daskal – Leading From Within
286: Luis Pedroza – How to Develop a Winning Brand
285: Amy Posey – Why Weirdness Works in Leadership
284: David Dye – Taking Action in Creating a Courageous Culture
283: David Finkel – Learning to Manage More Intelligently
282: Peter Economy – Being a Good Boss
281: Tim Clark – The Importance of Psychological Safety in the Workplace
280: Vince Molinaro – Helping Leaders Be the Best They Can Be
279: Kevin Vallely – Facing the Unknown
278: Karin Hurt – Promoting a Courageous Culture in the Workplace
277: Patrick Schwerdtfeger – Emerging Anarchy in a Decentralized World
276: Doug Conant – Become the Leader You Want to Be
275: Annette Franz – Customer-Centric Leadership and Culture
274: Tamara Ghandour – People-First Innovation
273 Steve Brown: The Future is Now
272 Chuck Swoboda: Never Stop Innovating
271: Paul Pagnato: Transparency Brings Trust into the Customer Experience
270: Mark W. Johnson: Bringing the Future Alive
269: John Eades: Elevating Others to Success
268: JT McCormick: How To Get There
267: Chester Elton: Lead with gratitude
266: Dan Hill: Read their face to succeed
265: Ryan Gottfredson: I shifted from my negative mindsets
264: Pam McLean: Who you are is how you coach
263: Alex Castro: What’s your readiness score?
262: Emilia DiMenco: Our reputation is at stake
261: Stan Silverman: Be different through your power skills
260: Rishad Tobaccowala: Data can remove your soul
259: Susan Fowler: Let go of the junk food motivation
258: David McCourt: Blow up the model and start over
257: Colin D Ellis: You need great subcultures
256: Gleb Tsipursky: Never go with your gut
255: John DiJulius: Relationship is the differentiator today
254: Darren Gold: Master your code
253: Mary Lippitt: Target what matters when it matters
252: Jack Modzelewski: Talk is Chief
251: Jono Bacon: Communities supercharge business
250: Liz Bywater: Slow down to speed up
249: Scott Warrick: Resolving employee conflict is simple
248: Joe Dunlap: It’s time to stop training
247: Omar L Harris: Leadership giants have gaps
246: Charles Conn: You can easily take apart almost any problem
245: Risto Siilasmaa: I realized I was practicing Paranoid Optimism
244: Elise Keith: Unveil your system for successful meetings
243: Chris Griffiths: Knowledge is no longer power
242: Tamra Chandler: It’s time to reboot feedback
241: Jeff Grimshaw: What are your leadership signals?
240: Lonnie Wilson: Engagement is a human issue
239: Steve Coughran: Advantage is determined by customers
238: Andrew Tarvin: Embrace a culture of humor at work
237: Leslie Peters: Unleash your outrageous potential
236: Steve Pacinelli: It’s the beginning of rehumanizing business
235: Chris Duffey: Human imagination is the limitation for AI
234: Claudette Rowley: I was born believing in potential
233: Nicolaj Siggelkow: We asked the customer to stitch experiences
232: John Ngo: Finding what customers want today
231: Jim Harter: Don’t focus on my weaknesses
230: Lee Colan: A coaching opportunity for me
229: Karen Martin: The lack of clarity is costing us
228: Doug Hall: I just can’t stay with the status quo
227: Alan Stein: I work hard to be coachable
226: Samuel Knickerbocker: I didn’t understand the impact I was having
225: Mark Brody: I focused on everybody being successful
224: Fred Halstead: Be joyful about it
223: Douglas Gerber: How do you create high-performance teams?
222: Samuel Bacharach: Leaders listen, apologize, and move agendas
221: Jessica Hartung: Change the way we think about work
220: Sean Minter: They were eager, but didn’t have the tools.
219: Stacey Hanke: My influence was redefined
218: Maryann Karinch: Cancer helped save my relationship
217: Marcia Daszko: I was not familiar with any of those terms
216: Rick Miller: All I did was apply the lessons my dad taught me
215: Kory Angelin: Experience is how you sellout of your products
214: Cheryl Strauss Einhorn: Where I am may not be where somebody else is
213: Chris Westfall: There are no mistakes
212: Nathan Jamail: Buy-in almost ended my career
211: Ed Muzio: I needed to iterate
210: Amy Radin: Where’s your junkyard?
209: Jamie Millar: A network is something powerful
208: Ajit Nawalkha: I believe I can live big
207: Michael Pace: Everybody is going to come to me
206: Karen Chaston: I did not honor myself
205: Joseph Michelli: Getting over my bad self
204: Matt Beckwith: I almost left the contact center
203: Nick Friedman: I wasn’t going it alone
202: Hamish Knox: I just stopped learning
201: Steve Farber: I couldn’t bear the moral dilemma that I had
200: Dan Gingiss: There’s really only one thing to do here
199: Brannon Beliso: Achievements and success are two different things
198: David Hiatt: At what point am I going to take myself seriously
197: Bill Gessert: The skills sets to be a leader are completely different
196: Alessandra Cavalluzzi: Obviously, this didn’t resonate with people
195: Glenn Elliott: Get on with it and stay resilient
194: Phyllis Weiss Haserot: The degree of frustration I felt is enormous
193: Aaron Edelheit: I’m going to turn off
192: Simone Vincenzi: I basically made myself homeless
191: Pete Williams: What was a massive win became our shackles
190: Ralph Welborn: What role do we play in business ecosystems
189: Brad Deutser: I’ve never looked back
188: Howard Partridge: I was a terrible leader
187: Whitney Johnson: It’s not that I turned it around
186: Danita Bye: This is not about complaining - it’s about doing
185: Connie Malamed: You have to want to give to them
184: Jack Bergstrand: It was an over-my-dead-body conversation
183: Art Coombs: You label you
182: Jonathan Low: If it fails, it’s not me failing
181: Chris Dyer: In mid-air you change directions a few times
180: Greg Young: I needed to reframe what I considered to be successful
179: Jeff Piersall: It cost me a tremendous journey
178: Olga Mizrahi: I publicly thanked them for the negative review
177: Eric Kish: They gave me 90 days to crash and burn
176: Dave Mattson: I’m forever grateful for my road to excellence
175: Cash Keahey: I had to win their respect as a leader
174: Jim Knight: I’ve got to be the shield and set the example
173: Doug Sandler: I had no system and that’s the problem
172: Lori Bocklund: Life’s too short to live this way
171: Michael Gale: The ship we were part of building is no longer relevant
170: Jennifer Moss: It’s been a driver of my happiness
169: Ian Golding: This is my reason for being
168: Gabe Alves: This isn’t something that changes easily
167: Heather Younger: I think I found exactly this place
166: Jillian Medoff: My career had hit the skids
165: Tal Shnall: I fell on my face taking that position
164: Debi Mongan: I was totally wrong
163: Jenny Dempsey: I took on this superwoman role
162: Dean Lindsay: I do now own my entire bio
161: Steven Keith: I really didn’t know how to fix it
160: Christine Comaford: I had to reach to a deep place inside myself
159: Jeffrey Shaw: I was going to dominate the world
158: Darrin Poole: It was a challenge to my leadership
157: Andy Swann: I got no satisfaction from my job
156: Kimberly Davis: I really melted down
155: Peter Lisoskie: Sure, I’ll bet my job on it
154: Kumar Mehta: There will always be someone who will listen
153: Vicky Oliver: It was a huge redirect for me
152: Rick Brinkman: I wasn’t trying to make a joke
151: Shawn Vij: I began to distance myself from my core values
150: Sean Hawkins: I was in a tough position
149: Erik Seversen: I realized part of the problem was myself
147: Tim Perek: It was a stump the chump moment
146: Steven Stein: I can fade out a bit
145: Jeff McManus: I had to start thinking what they wanted
144: Brian Biro: I’m no good because I’m never the best
143: Josh Seibert Bio: I’m not good at giving up
142: Andy Molinsky: I have so many situations outside my comfort zone
141: Serena Smith: Life hasn’t necessarily been a cake walk for me
140: Edwina Cowell: When people show you who they are believe them
139: Kendall Lyman: What is your change process
138: Jill Konrath: I’m over the hill, I lost my mojo
137: Cort Dial: You’re not telling me the whole story
136: Keith Pearce: That’s probably where I grew up the most
135: Kelli Barabasz: They were scared to death of me
134: Jonathan David Lewis: Our growth stopped. We went backwards.
133: Sophie Wade: I realized it was a flexibility issue
132: Dianna Booher: I laid awake for two or three nights
131: Diana Oreck: I was so obsessed with work
130: Michele Borba: Changed my life on the spot
129: Judd Hoekstra: I had all that junk swirling around in my head
128: Nat Greene: I found an inability to find reasonable people
127: KH Kim: I focused on my weaknesses a lot
126: Dorie Clark: I was forced to master the skill of resiliency
125: Bernie Swain: Ronald Reagan brought us great legitimacy
124: Mark Babbitt: I had to expose my feelings
123: Ilene Marcus: I had to cross a picket line
122: Claire Brooks: I wasn’t culturally understanding
121: Tracy Goodwin: I was getting beaten every night
120: Christine Porath: That really cost me in terms of happiness and stability
119: Simon Blair: I was spit thrown into the deep end
118: Dov Baron: I needed to fall and get smashed to pieces
117: Ron Carucci: I don’t know if I’m helpable or beyond help
116: Joshua Spodek: I had to force my friends to read it
115: Kathleen Peterson: I actually flew off the handle
114: Nancy Porte: I felt it in my bones
113: Ashish Bisaria: Are we doomed right out of the gate
112: Marc Allen: I couldn’t make any money at anything
111: Bill Munn: I was tied up in my mind with financial security
110: Brian MacNeice: My future life wouldn’t make a difference
109: Dayna Steele: I’ve never looked at it as failing
108: Neal Topf: For 365 days I was miserable and I left
107: Carey Azzara: It threw my family into a collective depression
106: Wendy Keller: I was not physically able to sit up
105: Charles Vogl: I would cry at night from exhaustion and stress
104: Al Hopper: I was beat physically and mentally
103: Nate Regier: I made two huge mistakes
102: Michael Beck: I saw the impact of caring about people
100: John Lee Dumas: I invested in a mentor that kicked my butt
099: Steve Mariotti: They attacked me with knives
098: Michael Teoh: I thought I could motivate my staff
097: Roberta O’Keith: I was in a dark place at my job
096: Paul Larsen: I became very alone overnight
095: Steve Goldstein: You don’t get 30 mulligans
094: Kristy Powers: At 16 I had to live on my own
093: Mark Nathan: I was leaving part of me behind
092: TwinEngine: It changed how we thought about marketing
091: Wade Fransson: This is not the tent
089: Doug Woodard: I could not disclose what had happened
088: Jocelyn Davis: I no longer had a platform
087: Roy Atkinson: Despite the fact that I grew up privileged
086: Ann Parker: I had kind of lost my power
085: Bob Tiede: I didn’t think my heart was wrong
084: Brian Sullivan: They all had their political agendas
083: Mike Wittenstein: I am by no means an actor
082: Megan Constantino: From that hump I got a baby bump
081: Bill Dann: My Inadequacies led to him being crushed
080: Paul Maskill: I wasn’t really helping the business grow
079: Curtis Kopf: It takes time to get over that
078: Bob Anderson: It meant bigger changes than I was up for
077: Adam Dorrell: It can be the kicker that gets you going