Learn from Leaders (Chick-fil-a, The Ritz-Carlton, Crumbl Cookies, Zappos, Google, and Disney), best-selling authors (Matt Dixon, Laura Gassner Otting, Kindra Hall, Joey Coleman), and other fascinating people like Hostage Negotiators, Authors, Scientists, TEDX Speakers, and Researchers.Each episode features topics like Customer Experience, Employee Experience, Customer Journey, Customer Service, Employee Experience, Contact Center, Culture, Personalization, Storytelling, and more. The host of this podcast, Nick Glimsdahl uncovers insights and ideas that you can apply today.
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Press 1 For Nick is a business podcast hosted by Unknown Host, with 317 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.
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Unknown Host hosts Press 1 For Nick, a business show with 317 episodes published.
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Press 1 For Nick
NEW BOOK: The Heart of Service [Overview]
Aug 15, 202522 minS0
<p>The Heart of Service isn’t just another business book—it’s a playbook for leaders who want AI to strengthen, not replace, human connection. Through the story of Chloe Chen, a contact center leader facing rising volumes, low morale, and vendor pressure, listeners learn how to push past the hype, listen to frontline teams, and design a customer experience that actually works. Each chapter blends a relatable narrative with practical tools leaders can use right away to build trust, improve outcomes, and keep people at the center of their strategy.</p><p><br></p><p>Buy Now: https://a.co/d...
Zoom Is Disrupting Contact Centers and Redefining CX
May 28, 202537 minS0
<p>On this episode of Press 1 For Nick, host Nick Glimsdahl sits down with Brandon Knight, Head of CX Ecosystem at Zoom, for a candid and insightful conversation about the future of customer experience and the powerful role AI is playing in transforming the contact center space. Brandon shares his unique, never-before-told journey from managing a Philadelphia doctor’s office to becoming a contact center agent, eventually climbing the ladder to leadership and innovation at Zoom.</p><p>Nick and Brandon dive deep into some of the most persistent misconceptions about Zoom’s CCaaS platform, what’s truly changed in the la...
Innovations in Retirement Planning, with Jessica Austin Barker
Nov 13, 202437 minS0
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Welcome to another episode of Press 1 For Nick! </p>
<p>We have the pleasure of having Jessica Austin Barker, the Chief Digital and Client Experience Officer at TIAA, a century-old financial services company dedicated to helping individuals in nonprofit sectors secure a stable retirement.</p>
<p>Jessica leads TIAA’s digital transformation, focusing on client-first experiences in retirement planning. </p>
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<p>Join us as she discusses turning "mission obsession" into "customer obsession," the importance of micro-behaviors in achieving financial goals, and the innovative ways TIAA is bridging client experience and technology gaps.</p>
<p>We'll explore th...
Simplifying Customer Experiences, with David Avrin
Aug 7, 202435 minS0
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<p>Welcome to another episode of Press 1 For Nick! In today's episode, our special guest, David Avrin—renowned speaker, consultant, and author, talks about the complexities of crafting predictable customer journeys and the essential need for businesses to adapt to shifting customer preferences and conveniences.<br></p>
<p>David shares personal anecdotes—like his frustrating experiences with self-checkout systems and inflexible company policies, including his challenges as a Hilton diamond member. These stories highlight the pervasive friction points in customer interactions and their profound impact on brand loyalty and trust.</p>
<p>Through practical examples, such as Uber's seam...
Effective Client Experience Strategies in Banking with Anton De Wet
May 1, 202428 minS1
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<p>Welcome to another episode of Press 1 For Nick! Today, we have an interesting conversation with the banking maestro himself, Anton de Wet, Chief Client Officer at Ned Bank Retail and Business Banking. </p>
<p>With a career that dates back to 1986, Anton is no stranger to pioneering strategies that revolutionize customer experiences in banking. He unpacks the art of crafting client-centered cultures and reveals how organizations can successfully build robust design capabilities that truly resonate with clients' needs.</p>
<p>Get ready to dive into the world of iterative design, rigorous testing, and the marriage between customer e...
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