Fast Leader Show | Customer Experience Leadership

By Jim Rembach, President Call Center Coach

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Category: Management

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Episodes: 276

Description

Grow the power of Customer Experience with new leadership skills with this innovative and unique podcast that dives into the lives of some of the world's brightest minds. And have a hoot with the Hump Day Hoedown with Jim Rembach, President of Call Center Coach. Create dynamic customer experience strategies, improve employee engagement, and develop stronger leadership skills with practical advice that you can use immediately.

Episode Date
554 John Fisher - Embracing Change One Step at a Time
Apr 03, 2024
553 Jeff Eschliman - Blueprints for Success in Work and Life
Mar 06, 2024
552 Joshua Freedman - Embracing Emotional Intelligence
Feb 07, 2024
551 Jim Rembach - Unleashing Strategic Success
Jan 10, 2024
450 Adam Bryant - Leading Through Contradictions
Dec 06, 2023
449 Laura McGuire - Creating Cultures of Consent at Work
Nov 01, 2023
448 Nicole Kyle - 3 Seismic Challenges Facing Contact Centers
Oct 04, 2023
447 Tom Schmitt - Flexibility and Empathy: Key Lessons for Business Leaders in the Post-COVID World
Sep 06, 2023
446 Oded Netzer - Data-Driven Decision Making and the Biases That Affect Our Choices
Jul 05, 2023
445 Chuck Mollor - Agile Leadership: Adapting to Changing Needs and Complex Challenges
Jun 07, 2023
444 Donald Thompson - DEI Strategies 101: The Power of Brief and Concise Data-Backed Insights
May 03, 2023
443 Mike Watson - Resilient Leadership: Thriving in the Face of Adversity
Apr 05, 2023
442 Lee Colan - Becoming a Better Leader in an Ultra-Competitive World
Mar 01, 2023
441 David Avrin - Must Have Customer Experience Conversations
Feb 01, 2023
440 Dan Hill - The Emotions that Attract and Retain Top Talent
Jan 04, 2023
339 Bill Price - How to Deliver Great Customer Experiences with Less Effort
Dec 07, 2022
338 Stephen McGarvey - Ignite a Shift to Achieve Greater Results
Nov 02, 2022
337 Steve White - 7 Pathways to Success and Fulfillment
Oct 05, 2022
336 Diane Primo - Using Purpose to Transform Your Business
Sep 07, 2022
335: Steve Curtin - How to Use Purpose to Engage Employees
Aug 03, 2022
334: Kelly McDonald - How to Talk About Race at Work
Jul 06, 2022
333: Brian Dodd - Leadership Lessons from 2021
Jun 01, 2022
332: Darja Gutnick - Bite-Size Learning for First-Time Leaders
May 04, 2022
331: Donato Tramuto - Compassionate Leadership: How To Lead With Compassion
Apr 06, 2022
330: Mark Briggs - Work-Life Balance Lies and Secrets for Today
Feb 02, 2022
329: Richard Medcalf - 4 Shifts You Need to Make In Order to Break Through the Ceiling of Complexity
Jan 05, 2022
328: David Wood - How to Address the Mice in the Room and Deal with the Subtle Things in Life
Dec 01, 2021
327: Dan Gingiss - How to Create Remarkable Customer Experience Your Customers Can’t Wait to Share
Nov 03, 2021
326: Wayne Washington - Company Alignment: How to Bring Your Company's Strategy, Culture, and Operations Together
Oct 06, 2021
325: Judy Ryan - How To Develop Intrinsic Motivation In The Human System: A Responsibility-Based Framework
Sep 01, 2021
324: Omar L. Harris - Why is Diversity, Equity, and Inclusion (DEI) Important in the Workplace?
Aug 04, 2021
323: Jim Kouzes - Five Exemplary Leadership Practices: How To Be an Exemplary Leader
Jun 30, 2021
322: Walt Rakowich - Transformative Influence: How to Build Trust and Lead Others in Today's Climates of Change
Jun 02, 2021
321: Adam Bryant - The CEO Test: 7 Things to Determine How Well You are Leading Your Companye
May 05, 2021
320: Kent Billingsley - Develop an Entrepreneurial Mindset: How to Think Like a Real Entrepreneur
Apr 07, 2021
319: Nick Jankel – Transformational Leadership: Changing the World by Changing Myself
Mar 03, 2021
318: Jonathan Raymond – People Leadership: How the Employee Experience Impacts the Customer Experience
Feb 24, 2021
317: Cheryl China – 9 Pieces of Career Advice Wisdom for Leaders and CX Professionals
Feb 17, 2021
316: Glenn Parker – How to Become a Positive Influence Leader and Inspire Others in CX
Feb 10, 2021
315: Edward Marshall – What is Collaborative Leadership and How to Apply it in Customer Experience?
Feb 03, 2021
314: Dr. David Arrington – Why Leadership is Important in Creating Really Wonderful Customer Experience
Jan 27, 2021
313: Jeff Harry – Playing at Work (Enhancing CX with Play)
Jan 20, 2021
312: Jim Loehr – Character Development in CX
Jan 13, 2021
311: Dennis Geelen - Customer-Centric Innovation
Jan 06, 2021
310: Nir Bashan – Filling the Creativity Gap in CX
Dec 30, 2020
309: Bill Eckstrom – Coaching for Leaders and Managers
Dec 23, 2020
308: Sean T. Ryan – Strategic Plan That Drives Results
Dec 16, 2020
307: Cliff Goldmacher – Songwriting and Innovation for Business
Dec 09, 2020
306: Greg Ablett – How Organizational Health Can Benefit Your Company
Dec 02, 2020
305: Tom Connally – Coaching Leaders to Improve Their Performance
Nov 25, 2020
304: Robert E. Quinn – Inspiring Positive Change
Nov 18, 2020
303: Dave McKeown - Moving from Execution to Excellence
Nov 11, 2020
302: Nathanael Zurbruegg – Overcoming Life's Greatest Challenges
Nov 04, 2020
301: Patrick S. Frazer – Helping Small and Medium-Sized Businesses Win
Oct 28, 2020
300: Ty Montague – Reinventing Capitalism
Oct 21, 2020
299: Ryan Coon – Delivering Top-Tier Customer Experience for Renters
Oct 14, 2020
298: Dan Bruder – Unlocking Potential through Culture, Strategy, and Execution
Oct 07, 2020
297: David Wachs – Enhancing the Customer Experience with Handwritten Notes
Sep 30, 2020
296: Jan-Benedict Steenkamp – Leadership Lessons from History
Sep 23, 2020
295: Nate Regier – Unleashing the Potential in Each Person
Sep 16, 2020
294: Neil Sahota – Artificial Intelligence for Good
Sep 09, 2020
292: Jeff DeGraff – Becoming More Creative in Your Ability to Innovate
Aug 26, 2020
291: Aaron McHugh – Transforming Disengaged Leaders into Hopeful Leaders
Aug 19, 2020
290: Gregg Ward – Leadership is About Respect
Aug 12, 2020
289: Alan Willett – Leading with Speed
Aug 05, 2020
288: Louis Carter – Leading Great Companies and Sparking Peak Performance
Aug 04, 2020
287: Lolly Daskal – Leading From Within
Jul 23, 2020
286: Luis Pedroza – How to Develop a Winning Brand
Jul 15, 2020
285: Amy Posey – Why Weirdness Works in Leadership
Jul 08, 2020
284: David Dye – Taking Action in Creating a Courageous Culture
Jul 01, 2020
283: David Finkel – Learning to Manage More Intelligently
Jun 24, 2020
282: Peter Economy – Being a Good Boss
Jun 17, 2020
281: Tim Clark – The Importance of Psychological Safety in the Workplace
Jun 10, 2020
280: Vince Molinaro – Helping Leaders Be the Best They Can Be
Jun 03, 2020
279: Kevin Vallely – Facing the Unknown
May 27, 2020
278: Karin Hurt – Promoting a Courageous Culture in the Workplace
May 20, 2020
277: Patrick Schwerdtfeger – Emerging Anarchy in a Decentralized World
May 13, 2020
276: Doug Conant – Become the Leader You Want to Be
May 06, 2020
275: Annette Franz – Customer-Centric Leadership and Culture
Apr 29, 2020
274: Tamara Ghandour – People-First Innovation
Apr 22, 2020
273 Steve Brown: The Future is Now
Apr 15, 2020
272 Chuck Swoboda: Never Stop Innovating
Apr 08, 2020
271: Paul Pagnato: Transparency Brings Trust into the Customer Experience
Apr 01, 2020
270: Mark W. Johnson: Bringing the Future Alive
Mar 25, 2020
269: John Eades: Elevating Others to Success
Mar 18, 2020
268: JT McCormick: How To Get There
Mar 11, 2020
267: Chester Elton: Lead with gratitude
Mar 04, 2020
266: Dan Hill: Read their face to succeed
Feb 26, 2020
265: Ryan Gottfredson: I shifted from my negative mindsets
Feb 19, 2020
264: Pam McLean: Who you are is how you coach
Feb 12, 2020
263: Alex Castro: What’s your readiness score?
Feb 05, 2020
262: Emilia DiMenco: Our reputation is at stake
Jan 29, 2020
261: Stan Silverman: Be different through your power skills
Jan 22, 2020
260: Rishad Tobaccowala: Data can remove your soul
Jan 15, 2020
259: Susan Fowler: Let go of the junk food motivation
Jan 08, 2020
258: David McCourt: Blow up the model and start over
Jan 01, 2020
257: Colin D Ellis: You need great subcultures
Dec 25, 2019
256: Gleb Tsipursky: Never go with your gut
Dec 18, 2019
255: John DiJulius: Relationship is the differentiator today
Dec 11, 2019
254: Darren Gold: Master your code
Dec 04, 2019
253: Mary Lippitt: Target what matters when it matters
Nov 27, 2019
252: Jack Modzelewski: Talk is Chief
Nov 20, 2019
251: Jono Bacon: Communities supercharge business
Nov 13, 2019
250: Liz Bywater: Slow down to speed up
Nov 06, 2019
249: Scott Warrick: Resolving employee conflict is simple
Oct 30, 2019
248: Joe Dunlap: It’s time to stop training
Oct 23, 2019
247: Omar L Harris: Leadership giants have gaps
Oct 16, 2019
246: Charles Conn: You can easily take apart almost any problem
Oct 09, 2019
245: Risto Siilasmaa: I realized I was practicing Paranoid Optimism
Oct 02, 2019
244: Elise Keith: Unveil your system for successful meetings
Sep 25, 2019
243: Chris Griffiths: Knowledge is no longer power
Sep 18, 2019
242: Tamra Chandler: It’s time to reboot feedback
Sep 11, 2019
241: Jeff Grimshaw: What are your leadership signals?
Sep 04, 2019
240: Lonnie Wilson: Engagement is a human issue
Aug 28, 2019
239: Steve Coughran: Advantage is determined by customers
Aug 21, 2019
238: Andrew Tarvin: Embrace a culture of humor at work
Aug 14, 2019
237: Leslie Peters: Unleash your outrageous potential
Aug 07, 2019
236: Steve Pacinelli: It’s the beginning of rehumanizing business
Jul 31, 2019
235: Chris Duffey: Human imagination is the limitation for AI
Jul 24, 2019
234: Claudette Rowley: I was born believing in potential
Jul 17, 2019
233: Nicolaj Siggelkow: We asked the customer to stitch experiences
Jul 10, 2019
232: John Ngo: Finding what customers want today
Jul 03, 2019
231: Jim Harter: Don’t focus on my weaknesses
Jun 26, 2019
230: Lee Colan: A coaching opportunity for me
Jun 19, 2019
229: Karen Martin: The lack of clarity is costing us
Jun 12, 2019
228: Doug Hall: I just can’t stay with the status quo
Jun 05, 2019
227: Alan Stein: I work hard to be coachable
May 29, 2019
226: Samuel Knickerbocker: I didn’t understand the impact I was having
May 22, 2019
225: Mark Brody: I focused on everybody being successful
May 15, 2019
224: Fred Halstead: Be joyful about it
May 08, 2019
223: Douglas Gerber: How do you create high-performance teams?
May 01, 2019
222: Samuel Bacharach: Leaders listen, apologize, and move agendas
Apr 24, 2019
221: Jessica Hartung: Change the way we think about work
Apr 17, 2019
220: Sean Minter: They were eager, but didn’t have the tools.
Apr 10, 2019
219: Stacey Hanke: My influence was redefined
Apr 03, 2019
218: Maryann Karinch: Cancer helped save my relationship
Mar 27, 2019
217: Marcia Daszko: I was not familiar with any of those terms
Mar 20, 2019
216: Rick Miller: All I did was apply the lessons my dad taught me
Mar 13, 2019
215: Kory Angelin: Experience is how you sellout of your products
Mar 06, 2019
214: Cheryl Strauss Einhorn: Where I am may not be where somebody else is
Feb 27, 2019
213: Chris Westfall: There are no mistakes
Feb 20, 2019
212: Nathan Jamail: Buy-in almost ended my career
Feb 13, 2019
211: Ed Muzio: I needed to iterate
Feb 06, 2019
210: Amy Radin: Where’s your junkyard?
Jan 30, 2019
209: Jamie Millar: A network is something powerful
Jan 23, 2019
208: Ajit Nawalkha: I believe I can live big
Jan 16, 2019
207: Michael Pace: Everybody is going to come to me
Jan 09, 2019
206: Karen Chaston: I did not honor myself
Jan 02, 2019
205: Joseph Michelli: Getting over my bad self
Dec 26, 2018
204: Matt Beckwith: I almost left the contact center
Dec 19, 2018
203: Nick Friedman: I wasn’t going it alone
Dec 12, 2018
202: Hamish Knox: I just stopped learning
Dec 05, 2018
201: Steve Farber: I couldn’t bear the moral dilemma that I had
Nov 28, 2018
200: Dan Gingiss: There’s really only one thing to do here
Nov 21, 2018
199: Brannon Beliso: Achievements and success are two different things
Nov 14, 2018
198: David Hiatt: At what point am I going to take myself seriously
Nov 07, 2018
197: Bill Gessert: The skills sets to be a leader are completely different
Oct 31, 2018
196: Alessandra Cavalluzzi: Obviously, this didn’t resonate with people
Oct 24, 2018
195: Glenn Elliott: Get on with it and stay resilient
Oct 17, 2018
194: Phyllis Weiss Haserot: The degree of frustration I felt is enormous
Oct 10, 2018
193: Aaron Edelheit: I’m going to turn off
Oct 03, 2018
192: Simone Vincenzi: I basically made myself homeless
Sep 26, 2018
191: Pete Williams: What was a massive win became our shackles
Sep 19, 2018
190: Ralph Welborn: What role do we play in business ecosystems
Sep 12, 2018
189: Brad Deutser: I’ve never looked back
Sep 05, 2018
188: Howard Partridge: I was a terrible leader
Aug 29, 2018
187: Whitney Johnson: It’s not that I turned it around
Aug 22, 2018
186: Danita Bye: This is not about complaining - it’s about doing
Aug 15, 2018
185: Connie Malamed: You have to want to give to them
Aug 08, 2018
184: Jack Bergstrand: It was an over-my-dead-body conversation
Aug 01, 2018
183: Art Coombs: You label you
Jul 25, 2018
182: Jonathan Low: If it fails, it’s not me failing
Jul 18, 2018
181: Chris Dyer: In mid-air you change directions a few times
Jul 11, 2018
180: Greg Young: I needed to reframe what I considered to be successful
Jul 04, 2018
179: Jeff Piersall: It cost me a tremendous journey
Jun 27, 2018
178: Olga Mizrahi: I publicly thanked them for the negative review
Jun 20, 2018
177: Eric Kish: They gave me 90 days to crash and burn
Jun 13, 2018
176: Dave Mattson: I’m forever grateful for my road to excellence
Jun 06, 2018
175: Cash Keahey: I had to win their respect as a leader
May 30, 2018
174: Jim Knight: I’ve got to be the shield and set the example
May 23, 2018
173: Doug Sandler: I had no system and that’s the problem
May 16, 2018
172: Lori Bocklund: Life’s too short to live this way
May 09, 2018
171: Michael Gale: The ship we were part of building is no longer relevant
May 02, 2018
170: Jennifer Moss: It’s been a driver of my happiness
Apr 25, 2018
169: Ian Golding: This is my reason for being
Apr 18, 2018
168: Gabe Alves: This isn’t something that changes easily
Apr 11, 2018
167: Heather Younger: I think I found exactly this place
Apr 04, 2018
166: Jillian Medoff: My career had hit the skids
Mar 28, 2018
165: Tal Shnall: I fell on my face taking that position
Mar 21, 2018
164: Debi Mongan: I was totally wrong
Mar 14, 2018
163: Jenny Dempsey: I took on this superwoman role
Mar 07, 2018
162: Dean Lindsay: I do now own my entire bio
Feb 28, 2018
161: Steven Keith: I really didn’t know how to fix it
Feb 21, 2018
160: Christine Comaford: I had to reach to a deep place inside myself
Feb 14, 2018
159: Jeffrey Shaw: I was going to dominate the world
Feb 07, 2018
158: Darrin Poole: It was a challenge to my leadership
Jan 31, 2018
157: Andy Swann: I got no satisfaction from my job
Jan 24, 2018
156: Kimberly Davis: I really melted down
Jan 17, 2018
155: Peter Lisoskie: Sure, I’ll bet my job on it
Jan 10, 2018
154: Kumar Mehta: There will always be someone who will listen
Jan 03, 2018
153: Vicky Oliver: It was a huge redirect for me
Dec 27, 2017
152: Rick Brinkman: I wasn’t trying to make a joke
Dec 20, 2017
151: Shawn Vij: I began to distance myself from my core values
Dec 13, 2017
150: Sean Hawkins: I was in a tough position
Dec 06, 2017
149: Erik Seversen: I realized part of the problem was myself
Nov 29, 2017
147: Tim Perek: It was a stump the chump moment
Nov 15, 2017
146: Steven Stein: I can fade out a bit
Nov 08, 2017
145: Jeff McManus: I had to start thinking what they wanted
Nov 01, 2017
144: Brian Biro: I’m no good because I’m never the best
Oct 25, 2017
143: Josh Seibert Bio: I’m not good at giving up
Oct 18, 2017
142: Andy Molinsky: I have so many situations outside my comfort zone
Oct 11, 2017
141: Serena Smith: Life hasn’t necessarily been a cake walk for me
Oct 04, 2017
140: Edwina Cowell: When people show you who they are believe them
Sep 27, 2017
139: Kendall Lyman: What is your change process
Sep 20, 2017
138: Jill Konrath: I’m over the hill, I lost my mojo
Sep 13, 2017
137: Cort Dial: You’re not telling me the whole story
Sep 06, 2017
136: Keith Pearce: That’s probably where I grew up the most
Aug 30, 2017
135: Kelli Barabasz: They were scared to death of me
Aug 23, 2017
134: Jonathan David Lewis: Our growth stopped. We went backwards.
Aug 16, 2017
133: Sophie Wade: I realized it was a flexibility issue
Aug 09, 2017
132: Dianna Booher: I laid awake for two or three nights
Aug 02, 2017
131: Diana Oreck: I was so obsessed with work
Jul 26, 2017
130: Michele Borba: Changed my life on the spot
Jul 19, 2017
129: Judd Hoekstra: I had all that junk swirling around in my head
Jul 12, 2017
128: Nat Greene: I found an inability to find reasonable people
Jul 05, 2017
127: KH Kim: I focused on my weaknesses a lot
Jun 28, 2017
126: Dorie Clark: I was forced to master the skill of resiliency
Jun 21, 2017
125: Bernie Swain: Ronald Reagan brought us great legitimacy
Jun 14, 2017
124: Mark Babbitt: I had to expose my feelings
Jun 07, 2017
123: Ilene Marcus: I had to cross a picket line
May 31, 2017
122: Claire Brooks: I wasn’t culturally understanding
May 24, 2017
121: Tracy Goodwin: I was getting beaten every night
May 17, 2017
120: Christine Porath: That really cost me in terms of happiness and stability
May 10, 2017
119: Simon Blair: I was spit thrown into the deep end
May 03, 2017
118: Dov Baron: I needed to fall and get smashed to pieces
Apr 26, 2017
117: Ron Carucci: I don’t know if I’m helpable or beyond help
Apr 19, 2017
116: Joshua Spodek: I had to force my friends to read it
Apr 12, 2017
115: Kathleen Peterson: I actually flew off the handle
Apr 05, 2017
114: Nancy Porte: I felt it in my bones
Mar 29, 2017
113: Ashish Bisaria: Are we doomed right out of the gate
Mar 22, 2017
112: Marc Allen: I couldn’t make any money at anything
Mar 15, 2017
111: Bill Munn: I was tied up in my mind with financial security
Mar 08, 2017
110: Brian MacNeice: My future life wouldn’t make a difference
Mar 01, 2017
109: Dayna Steele: I’ve never looked at it as failing
Feb 22, 2017
108: Neal Topf: For 365 days I was miserable and I left
Feb 15, 2017
107: Carey Azzara: It threw my family into a collective depression
Feb 08, 2017
106: Wendy Keller: I was not physically able to sit up
Feb 01, 2017
105: Charles Vogl: I would cry at night from exhaustion and stress
Jan 25, 2017
104: Al Hopper: I was beat physically and mentally
Jan 18, 2017
103: Nate Regier: I made two huge mistakes
Jan 11, 2017
102: Michael Beck: I saw the impact of caring about people
Jan 04, 2017
101: Allison Smith: I found them very intrusive to life
Dec 28, 2016
100: John Lee Dumas: I invested in a mentor that kicked my butt
Dec 21, 2016
099: Steve Mariotti: They attacked me with knives
Dec 14, 2016
098: Michael Teoh: I thought I could motivate my staff
Dec 07, 2016
097: Roberta O’Keith: I was in a dark place at my job
Nov 30, 2016
096: Paul Larsen: I became very alone overnight
Nov 23, 2016
095: Steve Goldstein: You don’t get 30 mulligans
Nov 16, 2016
094: Kristy Powers: At 16 I had to live on my own
Nov 09, 2016
093: Mark Nathan: I was leaving part of me behind
Nov 02, 2016
092: TwinEngine: It changed how we thought about marketing
Oct 26, 2016
091: Wade Fransson: This is not the tent
Oct 19, 2016
090: Bob Burg: I resisted change and it set me back
Oct 12, 2016
089: Doug Woodard: I could not disclose what had happened
Oct 05, 2016
088: Jocelyn Davis: I no longer had a platform
Sep 28, 2016
087: Roy Atkinson: Despite the fact that I grew up privileged
Sep 21, 2016
086: Ann Parker: I had kind of lost my power
Sep 14, 2016
085: Bob Tiede: I didn’t think my heart was wrong
Sep 07, 2016
084: Brian Sullivan: They all had their political agendas
Aug 31, 2016
083: Mike Wittenstein: I am by no means an actor
Aug 24, 2016
082: Megan Constantino: From that hump I got a baby bump
Aug 17, 2016
081: Bill Dann: My Inadequacies led to him being crushed
Aug 10, 2016
080: Paul Maskill: I wasn’t really helping the business grow
Aug 03, 2016
079: Curtis Kopf: It takes time to get over that
Jul 27, 2016
078: Bob Anderson: It meant bigger changes than I was up for
Jul 20, 2016
077: Adam Dorrell: It can be the kicker that gets you going
Jul 13, 2016