Next in Queue

EDM and children’s fairy tales may not seem like they go together, but in 2011, Skrillex channeled the 1991 movie, Hook, a cinematic sequel to the story of Peter Pan. Based on J. M. Barrie’s 1911 novel, Peter and Wendy, Hook imagines adult Peter returning to Neverland to rescue his two young children from Captain Hook. Bangarang is more than a Grammy-winning hit for Skrillex, it’s the battle cry of the Lost Boys, Neverland’s gang of orphans who never grow up and never back down from pirates. Connecting with kids as an adult, especially kids who haven’t grown up in model environments, is an adventure. But when you do, the adventure may take you to unexpected places. That’s what Ethan Adshade learned when he signed up for Teach for America right out of college. His plan to go into finance took a turn to a career in learning and development. Today, he’s the Senior Director of Global Training and Development for Ticketmaster, and he joins Next in Queue to talk about what he’s learned during his adventure.• Lessons from the Classroom• Navigating Challenges During COVID-19• The Power of Preparation• Strategies for Classroom Management• Understanding People in Education and Business• Education’s Impact on Community• The Future of Learning and TechnologyConnect with Ethan on LinkedIn – https://www.linkedin.com/in/ethan-adshade/Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

During the 90’s and early 2000s, Thursday nights were, for roughly 25 million Americans, Must See TV night. NBC’s lineup of hit shows like Friends, Seinfeld, and ER, were a cultural phenomenon that lives on in memes and catch phrases like Ross’s “Pivot!” from season 5. Ross’s detailed plan for success didn’t turn out the way he planned.Software founders often have detailed plans for success only to find that the market is just as challenging as moving a couch up a set of switchback stairs. When the market spurned Natalie Perez’s first software venture, the company pivoted and found success in the QM and WFM space. Her new company, Cisne, is an AI-native WFM platform that is designed to solve the real challenges contact centers have been struggling to solve for decades. It entered public beta this week and she was kind enough to join the show to discuss a variety of topics related to Workforce Management. Topics covered include:• What is WFM?• Challenges with current WFM technologies• The role of AI Agents in Customer Experience• Balancing Efficiency and Customer Experience• Agent Well-Being and Burnout in Contact Centers• Lessons from Past Failures• Introducing the public beta for Cisne.ai – the AI-Native WFM solutionConnect with Natalie on LinkedIn – https://www.linkedin.com/in/pereznatalie/ Cisne – https://www.cisne.ai/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

John Travolta’s turn as Vincent Vega in 1994’s Pulp Fiction revitalized his career. His character has returned to the US after a 3-year stay in Europe, mostly in Amsterdam. In this memorable scene, he colorfully explains to Jules, played by Samuel L. Jackson, how Europe is similar, yet different. While Vincent’s amusing explanation gave us one of the great movie quotes of all time, it digs into the very real differences in culture and customer expectations between America and Europe.And don’t put the European continent in one bucket when it comes to customer experience, says Frances Chapireau – what works in one country may not in another. As a native Brit living and working in Germany, she’s keenly aware of how current CX “best practices” don’t always apply. • Cultural Differences in Customer Experience• Data Protection and Privacy in Germany• Trust and Relationship Building in Business• Customer Experience Maturity Across Regions• Why Customer Feedback Surveys Are Far from Dead• LEGO®️ SERIOUS PLAY®️ and Creative Facilitation• Language and Cultural Nuances in GermanyConnect with Frances on LinkedIn – https://www.linkedin.com/in/frances-chapireau-62644b38/ BuildCX – https://www.buildcx.consulting/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

The 1999 Dance hit, “Praise You” by Fatboy Slim uses NINE samples, including vocals by Camille Yarbrough from the opening of her song, “Take Yo’ Praise.” It was incredibly successful, reaching #1 in the UK charts and #36 in the US, simply by using building blocks already established by others. Fatboy Slim recognized bits that worked in other compositions, from the Steve Miller Band to Isaac Hayes. He then simply took pieces that already worked and made them his own. Building successful teams requires coaching. But how do you go about doing that? Brent Pattison built his own model based on what he’s seen worked through during his three-decade career in contact center operations. He joins the show to discuss what works, and his tactical book for team leaders, PRAISE. • The Purpose Behind 3P Solutions• The Importance of Coaching in Business• Common Coaching Mistakes• The Role of Documentation• Building Relationships through Notetaking• Creating Alignment in Organizations• Barbeque Recommendations for visitors to Kansas CityConnect with Brent on LinkedIn – https://www.linkedin.com/in/tarapaton/ Email Brent – [email protected] Praise: The Cornerstone of Coaching to Success for Managers and Supervisors – https://www.amazon.com/Praise-Cornerstone-Coaching-Managers-Supervisors/dp/1068853514/ref=sr_1_1 Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/

Ask 20 people to define customer loyalty and you’ll likely get 20 different answers. Some might give you an academic treatise on different types of loyalty. Some might quote CX experts or companies specializing in measuring customer experience. Others might break out “4 C’s” or “3 R’s” to help define loyalty. When Tara Paton joined Next in Queue – she reached for perhaps the most succinct and accurate definition, courtesy of Kendrick Lamar. Mortal Man was the final track on his platinum-selling 2015 album, To Pimp a Butterfly, which hit number 1 on the Billboard 200 chart immediately upon its release. It’s considered one of the greatest albums of all time. While never released as a single, many consider Mortal Man one of Lamar’s best tracks and a powerful statement about the meaning of loyalty.• The Role of Reviews in Brand Perception• Influencer Marketing and Authenticity• Loyalty Programs and Potential Liability Issues• Driving Success in Retail for D2C Brands• The Value of Employee-Customer Relationships• Gamifying Customer Experience for Enhanced LoyaltyConnect with Tara on LinkedIn – https://www.linkedin.com/in/tarapaton/ Huemanize – https://huemanize.co/ Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/