Fast Leader Show | Customer Experience Leadership

254: Darren Gold: Master your code

December 04, 2019 09:30 - 41 minutes - 33.2 MB

Darren Gold decided to forgive his mother, but she did nothing wrong. Thankfully, he realized how unfair and unjust he had been and how holding a grudge was disserving. He was learning how to master his code.

253: Mary Lippitt: Target what matters when it matters

November 27, 2019 09:30 - 35 minutes - 28.7 MB

Mary Lippitt was trying to influence her bosses and was rejected. When she was able to finally meet with the top executive, she realized she needed to open her mind and to recognize that her facts contained many gaps and she needed to adjust her thinking.

252: Jack Modzelewski: Talk is Chief

November 20, 2019 09:30 - 41 minutes - 33.2 MB

Jack Modzelewski had to be the advocate for what had to be done and the counselor, but also a peacekeeper in the room when the CEO turned combative and argumentative. It was time for speed and reassuring the public and customers they were going to do the right things.

251: Jono Bacon: Communities supercharge business

November 13, 2019 09:30 - 42 minutes - 34.5 MB

Jono Bacon started his journey of building communities as a fledgling young rock star in the UK. As a result of living up to his parent’s expectations he now provides expertise and advice in this latest era of business. As an expert in community strategy, management, and collaboration Jono works with Fortune 500 companies, startups, and governments across the globe.

250: Liz Bywater: Slow down to speed up

November 06, 2019 09:30 - 38 minutes - 30.6 MB

Liz Bywater learned how to pivot her career after reflecting on her strengths and opportunities. She now teaches others how to slow down so they are able to speed up and move onward and upward faster.

249: Scott Warrick: Resolving employee conflict is simple

October 30, 2019 08:30 - 51 minutes - 41.4 MB

Scott Warrick had a client that all of a sudden stopped communicating with him. After several attempts to connect without response, Scott learned he said something that offended someone during a workshop. After losing a lot of sleep, he resolved himself to the fact that he needed to take care of himself to move forward.

248: Joe Dunlap: It’s time to stop training

October 23, 2019 08:30 - 30 minutes - 42 MB

Joe Dunlap had an old-school training mindset and found himself in an organization that was losing to its competition. That’s when Joe challenged himself and his team to “stop training” and to start gathering insight into ways they could add value to employees and meet them where they are in their learning and development journey.

247: Omar L Harris: Leadership giants have gaps

October 16, 2019 08:30 - 43 minutes - 34.5 MB

Omar L Harris coasted on his own individual talent early in his career. The first time he led a team, he began to carry the performance of the team on his shoulders. This caused him to be hospitalized and suffer from panic attacks. Finally, he realized he needed to trust his people and put them in the right place to win.

246: Charles Conn: You can easily take apart almost any problem

October 09, 2019 08:30 - 35 minutes - 28.7 MB

Charles Conn used a really simple tool to solve the problems for a company with thousands of employees. It was this humble beginning which now finds Charles on a quest to solve the problems of the world.

245: Risto Siilasmaa: I realized I was practicing Paranoid Optimism

October 02, 2019 08:30 - 40 minutes - 32.2 MB

Risto Siilasmaa led Nokia in one of the most successful and largest corporate transformations ever. He creates Paranoid Optimism in keeping the organization out of bankruptcy to thriving in a rapidly changing marketplace.

244: Elise Keith: Unveil your system for successful meetings

September 25, 2019 08:30 - 32 minutes - 26.4 MB

Elise Keith found herself leading teams that fell apart. As part of her efforts to improve she learned she needed to spend more time connecting in meetings instead of being impatient and direct. Now, she teaches others systems and practices to conduct more successful meetings.

243: Chris Griffiths: Knowledge is no longer power

September 18, 2019 08:30 - 35 minutes - 28.3 MB

Chris Griffiths sold his company at the age of 26 and thought that he had the knowledge to turn anything into gold. After losing his home and several cars he learned that it’s not knowledge that creates success, but instead it’s the ability to improve your creative thinking skills.

242: Tamra Chandler: It’s time to reboot feedback

September 11, 2019 08:30 - 40 minutes - 32.4 MB

Tamra Chandler had just bought into a partnership and lost all of her equity when the firm experienced a forced closure. Tamra responded by building a successful organization elsewhere and has continued positively impact the lives of colleagues and clients. She’s now on a mission to reboot feedback.

241: Jeff Grimshaw: What are your leadership signals?

September 04, 2019 08:30 - 36 minutes - 29 MB

Jeff Grimshaw, author of Five Frequencies, was treating his life like a dress rehearsal for the real thing. He finally realized this and it became the catalyst for him to put things into perspective, make some tough decisions, and do something different.

240: Lonnie Wilson: Engagement is a human issue

August 28, 2019 06:08 - 38 minutes - 31.1 MB

Lonnie Wilson was working with a client on a culture transformation and was staring failure right in the face. Then he received a piece of advice from his Pastor that enabled him to step back and work on guiding the transformation at a much smaller scale to move forward faster.

239: Steve Coughran: Advantage is determined by customers

August 21, 2019 08:30 - 31 minutes - 25.5 MB

Steve Coughran came into a 50-year old organization with a lot of systems and legacy things in place. Needing to innovate, Steve began to break things down into small pieces, executing on them and gaining team confidence and repeating the process.

238: Andrew Tarvin: Embrace a culture of humor at work

August 14, 2019 08:30 - 38 minutes - 30.8 MB

Andrew Tarvin tries to look at any situation differently. From being the teacher’s pet to becoming the corporate humorist at Proctor & Gamble, Drew has worked to continually hone his skill of bringing humor to work and helping others to make the workplace more engaging, one smile at a time.

237: Leslie Peters: Unleash your outrageous potential

August 07, 2019 08:30 - 33 minutes - 26.9 MB

Leslie Peters was testing herself to be perfect and realized she needed to be on her own quest. She reminded herself not to set expectations that keep her from doing things but instead have a sense of possibility.

236: Steve Pacinelli: It’s the beginning of rehumanizing business

July 31, 2019 08:30 - 43 minutes - 35.1 MB

Steve Pacinelli was in a rut for the first several years in his career. Then he began to work with a leader that showed him that is was possible to get “the numbers” and do it in a more compassionate, kind and friendly way. His career really started to skyrocket when he learned to care more about people and less about the numbers.

235: Chris Duffey: Human imagination is the limitation for AI

July 24, 2019 08:30 - 29 minutes - 41.1 MB

Chris Duffey started as a content creator and creator of digital customer experiences and he witnessed first-hand the power of the intersection of human creativity amplified by artificial intelligence. But nothing prepared him for the moment when the publisher asked for the next chapter and all he had was a blank page.

234: Claudette Rowley: I was born believing in potential

July 17, 2019 08:30 - 30 minutes - 42.1 MB

Claudette Rowley was in a toxic workplace that caused her to undergo a lot of soul searching and a career change. She was so impacted by her experience that she now coaches organizations to create their own cultural brilliance.

233: Nicolaj Siggelkow: We asked the customer to stitch experiences

July 10, 2019 08:30 - 40 minutes - 55.2 MB

Nicolaj Siggelkow thought technology was an important in connected strategies until he realized the more important factor was that organizations trying to be customer centric required customers to stitch together their experience with different organizational departments.

232: John Ngo: Finding what customers want today

July 03, 2019 08:30 - 39 minutes - 54.3 MB

John Ngo was a first responder, emergency room supervisor and gun battle survivor that learned how to get a small ounce of respect daily. All of his experiences have led him to better understand the power of relationships in the customer experience and finding the balance with automation.

231: Jim Harter: Don’t focus on my weaknesses

June 26, 2019 08:30 - 41 minutes - 57.4 MB

Jim Harter was able to focus and achieve his doctoral degree while working full time. Today, as the Chief Scientist, Workplace for Gallup he leads organizations to be more successful with the changing demands of the workforce.

230: Lee Colan: A coaching opportunity for me

June 19, 2019 08:30 - 37 minutes - 50.9 MB

Lee Colan didn’t shut up. He thought he was a good listener, but a friend shared with him after a meeting that he didn’t really hear what people had to say. That’s when Lee realized he had to work on his skillset and his mindset. Now he shares this insight in helping others be more positive coaches.

229: Karen Martin: The lack of clarity is costing us

June 12, 2019 08:30 - 35 minutes - 48.2 MB

Karen Martin had well more than fifty-percent of her revenue tied up in one industry back in 2008. When the economy went into shock she did as well. Fortunately, she was a saver and she survived. Since then, she has written numerous books and her most recent reveals how smart leaders and organizations achieve outstanding results through clarity.

228: Doug Hall: I just can’t stay with the status quo

June 05, 2019 08:30 - 44 minutes - 60.6 MB

Doug Hall has an inherent fundamental curiosity within him and he stumbles along the way. He is always pulled to wonder, what if. It comes from within him and he loves it. All of his successes are because he wondered - if he could figure it out.

227: Alan Stein: I work hard to be coachable

May 29, 2019 08:30 - 37 minutes - 50.9 MB

Alan Stein Jr. spent most of his life with qualities that weren’t so endearing. But now he works hard on his self-awareness and clarity and to be coachable and open and to help others to raise their game.

226: Samuel Knickerbocker: I didn’t understand the impact I was having

May 22, 2019 08:30 - 39 minutes - 53.8 MB

Samuel Knickerbocker was showing up one way as a leader, but not the way he perceived himself. That’s when he decided to make a shift on how he interacted with people and to learn how to lead out of love. Now Samuel teaches others to leave a legacy love, forgiveness, gratitude and self-confidence.

225: Mark Brody: I focused on everybody being successful

May 15, 2019 08:30 - 33 minutes - 46.3 MB

Mark Brody was very focused on his team and wanting them to excel. Unfortunately, he realized it was because he wanted to have the recognition for himself and that he was failing to consider the larger ecosystem. In becoming a better leader, he made the mind shift to focus on everybody in the contact center being successful.

224: Fred Halstead: Be joyful about it

May 08, 2019 08:30 - 31 minutes - 43 MB

Fred Halstead’s positivity can drive people crazy, including his wife. But as a coach Fred knows he needs to empathize with others that are not like him. They may have regrets and need to work through their challenges before they can move forward.

223: Douglas Gerber: How do you create high-performance teams?

May 01, 2019 08:30 - 32 minutes - 45 MB

Douglas Gerber was a Vice President at Pepsi when one of his regional managers gave him some terrible news. He was leaving for Coca Cola. Douglas found out he left because he felt he was not really part of a team. Douglas vowed to never again let that happen

222: Samuel Bacharach: Leaders listen, apologize, and move agendas

April 24, 2019 08:30 - 36 minutes - 49.6 MB

Samuel Bacharach was a new professor at Cornell and was called out for not following procedures by an office administrator. Initially, he refused to listen but then apologized for his behavior. A year and a half later, this woman helped him to negotiate a salary bonus. From then on, he built his career on the interpersonal stuff.

221: Jessica Hartung: Change the way we think about work

April 17, 2019 08:30 - 34 minutes - 47.5 MB

Jessica Hartung is driven to build more mission-driven leaders. The things that are happening in our communities that are the fabric of our lives, are more often led by people who are self-interested and don’t have a healthy relationship with power. And our institutions and communities are suffering as a result. We need to change the way we think about work to lead our communities forward.

220: Sean Minter: They were eager, but didn’t have the tools.

April 10, 2019 08:30 - 33 minutes - 46.4 MB

Sean Minter had a client that was extremely customer experience oriented. But when he observed his staff trying to deliver a great customer experience on his client’s behalf, he realized they were eager but didn’t have the tools to do a good job.

219: Stacey Hanke: My influence was redefined

April 03, 2019 08:30 - 31 minutes - 43.3 MB

Stacey Hanke was doing introductions for speakers early in her career and her boss said she needed to be recorded for feedback and coaching purposes. Stacey reluctantly complied and upon reviewing the taping, she shockingly realized she had a huge disconnect between how she felt and what everyone else experienced. Now Stacey helps others grow their positive influence Monday to Monday®.

218: Maryann Karinch: Cancer helped save my relationship

March 27, 2019 08:30 - 28 minutes - 39.6 MB

Maryann Karinch had a mountain climbing experience that was beautiful and satisfying. Not a real mountain climbing experience, but a figurative one. Along with her partner Jim they fought a common enemy in Maryann’s cancer. It was life and relationship saving experience.

217: Marcia Daszko: I was not familiar with any of those terms

March 20, 2019 08:30 - 36 minutes - 49.8 MB

Marcia Daszko didn’t know what she didn’t know. Now, she’s a catalyst for challenging leaders to think differently to realize results never before achieved. A protégé of Dr. W. Edwards Deming, she’s co-founded two Deming User Groups, is a co-founder of the non-profit In2In Thinking, and assisted at 20 of the late Dr. W. Edwards Deming's renowned 4-day seminars.

216: Rick Miller: All I did was apply the lessons my dad taught me

March 13, 2019 08:30 - 38 minutes - 53 MB

Rick Miller has turned around businesses during a dot com bomb and lead organizations that had to deal with real bombs. And all he did was apply the great lessons his dad taught him at the kitchen table, decades earlier.

215: Kory Angelin: Experience is how you sellout of your products

March 06, 2019 09:30 - 29 minutes - 40.2 MB

Kory Angelin was like many kids with parents that divorce. But unlike others key values were instilled in him that led to excelling in sales by emphasizing the customer experience. From fitness to finance, Kory teaches organizations to sellout out what they sell.

214: Cheryl Strauss Einhorn: Where I am may not be where somebody else is

February 27, 2019 09:30 - 33 minutes - 46.1 MB

Cheryl Strauss Einhorn grew up trying to investigate and get to know her father to develop a deeper relationship. This led her to develop the AREA Method that gives people a systematic approach to solving big problems leveraging perspective-taking and investigation.

213: Chris Westfall: There are no mistakes

February 20, 2019 09:30 - 39 minutes - 54.9 MB

Chris Westfall wrote down his desired salary on a napkin and the CEO accepted it. He started his new job but only a few weeks later, the CEO ended it. Chris moved his family to a new town for a job that no longer existed. Yet Chris thanks that CEO for the conversation.

212: Nathan Jamail: Buy-in almost ended my career

February 13, 2019 09:30 - 32 minutes - 45.1 MB

Nathan Jamail was given orders from his boss and like so many other leaders he tried to get his people to buy-in to the direction. But he learned that what every leader has been taught about buy-in was all wrong and he lost the trust of his people.

211: Ed Muzio: I needed to iterate

February 06, 2019 09:30 - 32 minutes - 44.3 MB

Ed Muzio was running an industry forum for the first time. While he followed the advice he received he missed a few key elements and the meeting went off the rails. Ed was the one that needed to fix it but he didn’t know how.

210: Amy Radin: Where’s your junkyard?

January 30, 2019 09:30 - 30 minutes - 41.7 MB

Amy Radin (RAY-DIN), was used to getting organizational resources to innovate and drive change. Then she met Drew and gained a new perspective that caused her to never again complain, or tolerate complaints from others, about not having resources.

209: Jamie Millar: A network is something powerful

January 23, 2019 09:30 - 37 minutes - 51.7 MB

James (Jamie) Millar needed a different professional platform. He looked around and was unable to find what he wanted to do, the way he wanted to do it. So, he created his own firm that leads executive peer networks to help executives enjoy the insights and relationships they need to succeed.

208: Ajit Nawalkha: I believe I can live big

January 16, 2019 09:30 - 30 minutes - 42.5 MB

Ajit Nawalkha used to have a constant dialogue of self-doubt. Coming from a background that was not very abundant, Ajit fought social comparison and feelings that he was not good enough. But over time with constant re-programming, he’s been able to have more dialogue of “I can” and to help others LIVE BIG.

207: Michael Pace: Everybody is going to come to me

January 09, 2019 09:30 - 31 minutes - 43.5 MB

Michael Pace built the first social customer service team and became recognized as an industry expert. He used this fame to launch his own customer experience consultancy and then the reality of running a business that must deliver an exceptional customer experience became his personal challenge.

206: Karen Chaston: I did not honor myself

January 02, 2019 09:30 - 30 minutes - 41.8 MB

Karen Chaston tragically lost her son Dan and she went straight back to work. She knew how to be a CFO, not a grieving mother. Eventually, she learned that his passing was meant for her to wake up. She now knows that you can have that career, but it doesn’t have to come at a cost to you.

205: Joseph Michelli: Getting over my bad self

December 26, 2018 09:30 - 30 minutes - 41.3 MB

Joseph Michelli now helps organizations deliver extraordinary customer and employee experiences. But in his early twenties he was all about himself until he began a journey that taught him about commitment, the power of teams and building a greater legacy.

Fast Leader Show | Customer Experience Leadership

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