Sharing here for all to learn and enjoy. It's my hope this can add some positivity to your day 😊 If you're worried about how AI is impacting your junior team members, this is a must-listen. Andrea Townsend has a smart take on how to retrain T1 associates to become AI enabled and AI enablers instead of replacing them. I want your help to popularize the idea that leaning into AI the right way is a win for careers, teams, and business. Listen now on YouTube | Spotify | Apple Podcasts and join the discussion on LinkedIn!
Does AI spell the end of tier 1 roles? Where are experienced leaders going to come from without junior roles? Hear what Jen Weaver has to say, with real experiences from her career that started in tier 1 support and evolved into success. This conversation feels like a sneak preview of CX in 2026.
Listen in for the future of CX careers inside the AI tidal wave, career lessons, AI anxiety and opportunity, plus our favorite boardgames too🎆
I had a great talk on knowledge management with Martin Hobratschk (CEO of Cognitas KM, ex-Apple, ex-Google). If you want your team to do more faster then this is a must-listen. Why? KM drives results from onboarding to automation. Watch on YouTube Listen on Spotify Join the discussion on LinkedIn
I interviewed a CEO and asked some tough questions about support. The result: I'm more positive than ever about the opportunity in CX. Why?
In this rapidly changing landscape, business that listens to customers can adapt and grow. Business that doesn't dies.
CEOs and leaders want to hear more from customer-facing teams than ever before so they can get bad news fast and act on it
Change is scary. It's easy to get stuck at the point of decision, but there are some great frameworks to support you. Darryl, my guest on this episode has a great framework you can use in your personal and work life.
Read the post: https://www.linkedin.com/feed/update/urn:li:activity:7401296728039092224/ Listen/Watch now: https://www.youtube.com/watch?v=jKE6sya-kYY Audio-only: https://www.buzzsprout.com/2421679/episodes/18279620
The good conversations and good stories continue. New podcast out now. Gina Williams (Director of CX, Midland Radio) and I talked about how she went from 10% self service to 40% in under a year with her unique take on AI tool management See my LinkedIn post for comments and to follow me to get more like this in your feed: https://www.linkedin.com/feed/update/urn:li:activity:7397655541566722048/ Watch now: https://www.youtube.com/watch?v=KmI8knfVkfY Listen in: https://www.buzzsprout.com/2421679/episodes/18226778
