Press One Podcast

In this episode of the Press One podcast, hosts Steve and Shannon Clemonds reflect on their podcast journey, share exciting family news about an upcoming trip to Paris, and discuss the emotional transition of their youngest child starting kindergarten. They highlight positive and negative customer experiences from the week, introducing a new segment called 'Hero of the Week' and 'Zero of the Week.' The conversation also touches on current events, including the impact of AI on language learning apps like Duolingo and a humorous story about a man who climbed Mount Fuji and went back for his phone. Tyler Buehler shares his journey from the call center industry to leading services teams at NICE. He discusses the importance of change management in customer experience transformations, common mistakes customers make during projects, and the evolving role of AI in the industry. Tyler emphasizes the need for partnerships between IT and business, the significance of data in AI deployments, and the excitement surrounding NICE's unified solutions. He also reflects on personal leadership lessons learned from being a father and husband.

In Part 1 of this 2 part episode of the Press One Podcast, host Steve Clemonds welcomes Robin Gareiss, who shares her journey from working in customer service to becoming a prominent figure in tech journalism and research. They discuss her college experiences at the University of Illinois, her career transitions, and the founding of her research firm, Metrigy, which focuses on connecting technology use to business success. In this conversation, Robin discusses the importance of bridging gaps in customer experience through data-driven insights and research. She emphasizes the role of AI in enhancing customer service, not replacing human jobs, and introduces the concept of 'agentics'—a combination of agency analytics and advanced AI frameworks that can improve workflows and decision-making. The discussion also touches on the evolving relationship between AI and customer interactions, highlighting the need for a balance between technology and the human touch. Steve also welcomes a new co-host, Shannon Clemonds. They discuss their recent Easter celebrations, family traditions, and the excitement of planning a surprise trip to Paris for their children. They also engage in a fun segment where Shannon answers personal questions, revealing insights about her preferences and dreams. They wrap up with a light-hearted discussion about community events and what adults would want to collect in an Easter egg hunt.

In our next Quarterly Business Review, Steve has a co-host as Jim Heck joins the podcast. They explore a variety of light-hearted topics, from their personal sports fandoms to the evolution of Steve's podcasting journey. They share humorous anecdotes, discuss their favorite theme songs, and delve into unique food combinations. They have a fun conversation with Jeremy Markey, who shares his career journey, detailing his experiences in the contact center industry, the differences between BPO and internal contact centers, and the lessons learned during the COVID-19 pandemic. He discusses the challenges and opportunities presented by AI in the workplace and emphasizes the importance of stakeholder involvement in decision-making processes. The conversation highlights the evolution of workforce management and the significance of trust in remote work environments. In this engaging conversation, the speakers delve into the intricacies of RFPs and vendor relationships, emphasizing the importance of adequate time for contract negotiations. They share personal anecdotes that highlight life lessons learned through parenting and reading, particularly focusing on the topic of menopause. The discussion culminates in a light-hearted debate about the best movie trilogies, showcasing their passion for cinema and storytelling.

In this episode of the Press One podcast, host Steve Clemonds shares a fun and family-oriented episode featuring his daughters, Charlotte and Amelia. The conversation covers family activities, the girls' thoughts on work and future aspirations, and playful questions about their favorite things. The episode highlights the joys of parenting and the lightheartedness of family interactions, making it a unique and enjoyable listen.

In this episode of the Press One podcast, host Steve Clemonds shares insights on customer experience, highlights a wild recent incident involving HP's customer service strategy. Steve also visits with Sean Huberty, VP of Operations at Priceline as he shares his unique travel experiences, including a once-in-a-lifetime trip to Antarctica. He discusses his career journey from Microsoft to Priceline, emphasizing the importance of authenticity in leadership. The conversation shifts to the impact of AI on customer experience, highlighting the need for companies to embrace customer centricity. Sean also addresses the build vs. buy debate in technology and the significance of continuous innovation in customer experience. The episode concludes with a surprise "Circle Back" question from a colleague that discusses a time where Sean was part of a Charity Auction.

In this episode of the Press One Podcast, host Steve Clemonds engages with Blair Pleasant, the Principal Analyst and founder of COMMfusion, to discuss the evolving landscape of customer experience (CX) and the role of technology in enhancing it. They explore the importance of change management in technology adoption, the challenges posed by fragmented technology solutions (Frankenstacks), and the ongoing debate between building versus buying AI solutions. Blair emphasizes that CX is a collective responsibility across organizations and reflects on the significant changes in the industry over the years. The conversation concludes with predictions for the future of CX, highlighting the potential for proactive customer service through AI. Steve also discusses various topics leading up to the Super Bowl, including personal reflections on family moments, the impact of recent layoffs in the tech industry, and the excitement surrounding Super Bowl commercials. Note: This episode was recorded prior to the Super Bowl.

In this episode of the Press One Podcast, host Steve Clemonds shares personal reflections on a transformative year, discussing family travel experiences (0:45), health improvements, and the importance of play in life (4:11). He also looks forward to the upcoming sales kickoff event with his Top 5 Things to look forward to at Sales Kick Off. Steve also welcomes Dan Belanger, President of NICE Americas (12:55), who shares insights about his career journey, the importance of AI in enhancing customer experience, and the unique position of NICE in the market. They discuss the challenges and opportunities in the customer service industry, the upcoming sales kickoff event, and the excitement surrounding the future of NICE. In this conversation, Dan discusses his experiences in leadership roles across various organizations, emphasizing the importance of building trust, being honest, and prioritizing people over processes. He reflects on the challenges of balancing work and family life while maintaining a focus on personal growth and vulnerability as a leader. The discussion also touches on the significance of transparency and the need for leaders to be open about their limitations and experiences.

In this episode of the Press One Podcast, Steve Infante shares his unique journey to becoming a leader in the customer experience (CX) and technology space. He discusses the importance of partnerships in the channel, the role of AI in enhancing customer experiences, and the evolving trends in the CX industry. Infante also introduces his new podcast, The CX Kitchen, where he merges his love for cooking with insights on customer experience. The conversation is filled with personal anecdotes, including his football background and memorable pranks, making for an engaging and insightful discussion. Host Steve Clemonds welcomes back Andy Bollinger to discuss various topics ranging from personal comfort foods to career influences and holiday traditions. The conversation flows through rapid-fire questions, insights on sales careers, and the importance of mentorship, culminating in a light-hearted discussion about Christmas traditions and family experiences. Finally, Steve shares a humorous story about starting an Instagram account to poke fun at his own domestic mishaps.