241 episódios

Meet some of the world's brightest minds with customer experience authority Jim Rembach to uncover thought-provoking dynamic strategies to engage employees and customers.

Jim is the Editor in Chief of CX Global Media and the developer of numerous services and solutions for the CX and Contact Center industries. The Fast Leader Show impacts thousands of people each week by unlocking the power in guests' perspectives, expertise, and experiences.

The show explores how businesses can create dynamic customer experience strategies, improve employee engagement, and develop more human-centric leaders with practical advice that you can use immediately.

Today’s customers want dynamic customer experiences, and doing so requires improving your creativity and within your organization. Learn how to move onward and upward faster and join in the Hump Day Hoedown by tuning into The Fast Leader Show with Jim Rembach each week.

Fast Leader Show | Customer Experience Innovation and Know-ho‪w‬ Guests share stories and leadership quotes with inspiration from John C. Ma

    • Administração

Meet some of the world's brightest minds with customer experience authority Jim Rembach to uncover thought-provoking dynamic strategies to engage employees and customers.

Jim is the Editor in Chief of CX Global Media and the developer of numerous services and solutions for the CX and Contact Center industries. The Fast Leader Show impacts thousands of people each week by unlocking the power in guests' perspectives, expertise, and experiences.

The show explores how businesses can create dynamic customer experience strategies, improve employee engagement, and develop more human-centric leaders with practical advice that you can use immediately.

Today’s customers want dynamic customer experiences, and doing so requires improving your creativity and within your organization. Learn how to move onward and upward faster and join in the Hump Day Hoedown by tuning into The Fast Leader Show with Jim Rembach each week.

    Nick Jankel – Transformational Leadership: Changing the World by Changing Myself

    Nick Jankel – Transformational Leadership: Changing the World by Changing Myself

    Customers are becoming smarter and wiser, and their behaviors are the most influential source of insights. As leaders, you must change and become more empathetic and understanding of their needs. It's not just about your clever product. Change is about empathy, connection, trust, and customer-focus. You must develop a culture that is adaptive and quick to respond to the changing customer and their needs. If you cannot solve a pain that people cannot solve for themselves, you do not have a business.

    • 50 min
    Jonathan Raymond – People Leadership: How the Employee Experience Impacts the Customer Experience

    Jonathan Raymond – People Leadership: How the Employee Experience Impacts the Customer Experience

    We have all heard the maxim, “The customer is always right.” Top companies like Amazon lays the foundation of their success on customer-centricity and customer-focus. We believe that a happy customer is the heart of any organization. But how do you make them feel valued? Most of the time, it relies on your people leadership – your employee experience.

    In this episode, Jonathan Raymond shares how you can lead your people and develop that people-centric culture in your organization.

    • 51 min
    Cheryl China – 9 Pieces of Career Advice Wisdom for Leaders and CX Professionals

    Cheryl China – 9 Pieces of Career Advice Wisdom for Leaders and CX Professionals

    With most of our audience working in the customer experience industry, I asked Cheryl China some of her best tips and advice for leaving behind an unforgettable legacy in CX and how to be happier and more successful in the workplace.

    Some leaders have been working in the customer experience industry for years and have not left a positive legacy to their team members and employees. They leave behind negative thoughts and memories and retire miserable and unhappy.

    • 41 min
    Glenn Parker – How to Become a Positive Influence Leader and Inspire Others in CX

    Glenn Parker – How to Become a Positive Influence Leader and Inspire Others in CX

    There is no doubt that a successful organization runs on inspired and positive people. As a leader, it is your job to make sure your team members are inspired and that you are a positive influence to them. Team members that are positive can serve customers better and create a more wonderful customer experience.

    In this episode of the Fast Leader Show, Glenn Parker shows us how you can help others become better and position them for success.

    • 47 min
    Edward Marshall – What is Collaborative Leadership and How to Apply it in Customer Experience?

    Edward Marshall – What is Collaborative Leadership and How to Apply it in Customer Experience?

    If you want to establish a high-trust, ethical relationship with the customer, then you must learn the importance of collaboration and collaborative leadership.

    It is only through trust that you can deliver the best customer experience. Think about it, would you be willing to be vaccinated by a pharmaceutical company if you didn't trust them? That is why trust is important in any relationship, and if you want to establish trust, then you must do it through collaboration

    • 46 min
    Dr. David Arrington – Why Leadership is Important in Creating Really Wonderful Customer Experience

    Dr. David Arrington – Why Leadership is Important in Creating Really Wonderful Customer Experience

    They may not be in the frontlines talking directly with the customers, but a leader's influence to the team impacts the way an agent performs and how they deliver the customer experience, which is why leadership is important. According to Dr. David Arrington, "Everything a leader does impacts the organization. It all trickles down. If you have solid leadership at the top and set those priorities that the customer is important from that perspective, people from that organization will follow that line."

    • 40 min

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