Next in Queue
Next in Queue

Next in Queue

Rob Dwyer

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Episodes

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Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.

Recent Episodes

The Beginning of a Beautiful Friendship featuring Neal Woodson
FEB 21, 2025
The Beginning of a Beautiful Friendship featuring Neal Woodson

The 1942 film, Casablanca, is one of the most loved films in history. Humphrey Bogart’s character, Rick is a cynical American expat and club owner, while Claude Rains is the corrupt Captain Louis Renault. Cooperation is not what either had in mind in this scene, but when the police arrive after Rick shoots Major Strasser dead, Louis decides to be of service to Rick by telling the arriving policemen to “round up the usual suspects.” What was so important to Rick that he would resort to murdering a Nazi officer in the Vichy-controlled city of Casablanca? Only overcoming his own bitterness and helping his ex-lover and her husband escape the Nazis. As the movie closes, it seems both Rick and Louis may be headed toward friendship and even greater service in rebelling against the Nazis.

Helping people is part of our nature, despite what some narratives would have you think, says Neal Woodson. His most recent book explores compassion, the true nature of service, and how they are critical to building great businesses.

We discuss: • Reframing Human Nature• The Science of Helping Others• Understanding Compassion vs. Empathy• The Purpose of Business• The Power of Modeling Behavior• Influencing Change from the Ground Up• A Call to ActionConnect with Neal on LinkedIn – https://www.linkedin.com/in/nealwoodson/

Neal’s Books – https://nealwoodson.net/books-2/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

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60 MIN
I Want Security featuring Jordan Hooker
FEB 14, 2025
I Want Security featuring Jordan Hooker

While Detroit claimed “Hitsville, USA” at Motown Records, Memphis claimed “Soulsville, USA” at Stax Records. Stax was a scrappy startup that set up shop in an old movie theater and blended emerging R&B styles into the “Memphis Sound” of soul music. And the story of Stax Records can’t be told without Otis Redding. “Security” was the last of four successful singles off his first album, Pain in My Heart. It’s a tight, upbeat departure from the more famous ballads he’s known for like “These Arms of Mine” and “Sittin’ On (The Dock of the Bay)”.

Otis was singing about personal security, but lyrics like, “without it, I had a great loss” will resonate with the scrappy startups in the SaaS world for very different reasons. For startups in the healthcare space, that security is even more critical. Memphis native Jordan Hooker has led support through Series A to Series D, with exponential growth in customers and ticket volume. He joins to discuss the unique aspects of Support in startups, especially those focused on healthcare technology.

We discuss: • The Startup Landscape• The Role of Technology in Healthcare• Challenges of Technology Reliance• Data Protection and Security• Navigating Challenges in Startup Support• Innovative Transformations in Patient CareConnect with Jordan on LinkedIn – https://www.linkedin.com/in/jordanhooker/

Table Service Podcast - https://www.youtube.com/@Table_Service_Podcast

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

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50 MIN
He’s Doing It Again featuring Kelly Thibodeau
FEB 7, 2025
He’s Doing It Again featuring Kelly Thibodeau

Have you ever misheard something in a song or maybe a movie only to later learn what was actually being said? While Pooh and Eeyore aren’t typically hard of hearing, they certainly mistook Owl’s intent in this scene from the 2011 animated film, Winnie the Pooh. Today, you can watch this film with captions and in doing so, it’s very obvious that Owl says “issue” rather than “achoo” because you can read it in the captions. Captions are an example of one way to make media more accessible.

Digital accessibility features like captions are no longer a “nice to have” for businesses. Between legislation efforts and the sheer spending power of potential customers identifying as having a disability, creating content that’s accessible is a key component of customer experience and customer-centric design. Kelly Thibodeau, founder of Squarely Accessible, joins from Winnipeg, Manitoba to discuss how and why accessibility should be part of your company’s DNA.

We discuss: • Understanding Digital Accessibility• The Importance of Accessibility in Everyday Life• Legislation and Standards for Digital Accessibility• Common Misconceptions About Accessibility• The Business Case for Accessibility• The Intersection of CX and Accessibility Connect with Kelly on LinkedIn – https://www.linkedin.com/in/kthibodeau/

Squarely Accessible – https://squarelyaccessible.com/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

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40 MIN
It Works for Chanel featuring Chris Gillen
JAN 31, 2025
It Works for Chanel featuring Chris Gillen

Mad Men was a study in identities – of characters and of brands. Don Draper, played by John Hamm, is a master of fabrications and storytelling. He understands what motivates Americans of the time even if he doesn’t understand himself. The show explores the brand strategy behind some of the most iconic brands and in this scene, he even discusses a still prevalent strategy of driving sales – the coupon. But Rachel Menkin, played by Maggie Siff, wants more for her brand. She wants the kind of emotive loyalty enjoyed by Chanel. It’s the kind of loyalty that buoys sales without transactional loyalty programs.

Chris Gillen, the CEO of A Closer Look, understands that emotive loyalty transcends price schemes and loyalty programs. But long-established brands are failing to connect with younger generations and rapidly changing customer expectations. He joins the show to discuss how brands can (and must) adapt while illustrating the fate of brands that failed to do so.

We discuss: • The Evolution of Customer Experience Research • Understanding Emotive Loyalty in the New Consumer • The Invisible Gap in Brand Perception • The Impact of Availability on Brand Perception • The Shift in Consumer Expectations • The Future of Retail • The Value of Frontline Workers Connect with Chris on LinkedIn – https://www.linkedin.com/in/chrisgillen/

A Closer Look – https://a-closer-look.com/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

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62 MIN