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The Curated Experience

Dec 30, 2019

Predictions are a risky game, so naturally I invited Bob to play. It is clear we are in for a wild ride. #customerservice #customerexperience

Dec 5, 2019

Live show with an in studio audience with my partner in crime Bob Furniss.

  • What CX means
  • Role of AI 
  • Do we still need humans?
  • How do you get buy in from senior leaders
  • Much much more.

Nov 22, 2019

  • Leadership lessons and career Mistakes
  • How do you continue to grow in your career
  • Bad bosses
  • What makes a good boss 
  • Servant leadership in practice

Oct 26, 2019

  • Effort vs Delight
  • Is effort sexy?
  • Is empathy a skill or an Emotion
  • What happens when you have to show empathy 27 times in a row
  • What happens when the company sucks but the agents are good.
  • Favorite customer survey question
  • @bobfurniss

Sep 27, 2019

  • Tell stories to be effective
  • 6:00 Why it is a tough gig
  • 7:29 Agents picks their own supervisors
  • 9:00 Recognize good agents
  • 9:37 What do you read
  • 11:00 Are you a traffic cop or a leader
  • 13:32 Tips for gaming the stats system
  • 19:28 The YMCA coaching method

Attached is a must read list