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.
…
continue reading
Rob Dwyer Podcasts
Welcome to The CX Tea Show, where your hosts Dennis Wakabayashi and Rob Dwyer spill the tea on what it takes to create exceptional customer experiences. In this engaging podcast series, they explore the intricate world of CX, providing insight into its core components, sharing fascinating stories, and dissecting real-world examples. Dennis and Rob dive into the three Rs of customer experience - reputation, reach, and relationship - discussing how these elements intertwine to form unforgettab ...
…
continue reading
Theatre Feuds turns subjective art into objective entertainment. Every week, three industry professionals argue over various theatrical topics, all with one aim - to be crowned the Ultimate Theatre Feuds Champion!
…
continue reading
You’re not broken. You’re not behind. You’ve just been defined by someone else for too long. It’s time to take that power back. The Career Strategist is where clarity meets strategy. Hosted by Sarah Caminiti, each episode is a deep, honest look at what’s really holding you back in your career—and how to move forward without changing who you are. Whether you’re navigating leadership, burnout, visibility, or your next big pivot, this show hands you the language and tools you were never taught. ...
…
continue reading

1
Entrepreneur’s Inner Game Podcast
Nina Cooke: Business Freedom Coach helping successful, but stuck business owners grow their revenue while falling back in love with their business.
Every two weeks on the Entrepreneur’s Inner Game Podcast, Nina Cooke interviews successful business owners to discover their secrets of how they created a winning inner game to grow their business, build revenue and have time freedom. Popular guests include Catherine Watkin, Rob Goyette and Susan Epstein. Popular topics include: time freedom, creating more income, overcoming inner blocks. In alternate weeks, Nina shares her Golden Nuggets on how to remove your inner blocks, so you can your b ...
…
continue reading

1
Grew Up on the Crime Side featuring Lisa Guzman
39:25
39:25
Play later
Play later
Lists
Like
Liked
39:25Unless you’re a huge fan, you’ve probably never heard of Prince Rakeem. As a solo artist, despite his enormous talent, he flamed out. But when Robert Diggs, aka Prince Rakeem, aka Bobby Digital, aka the Scientist, aka RZA assembled a team in 1992, it would be the beginning of an empire. The now-iconic C.R.E.A.M. was the second single from Enter the…
…
continue reading
The last hit single by the English ska revival band, The Specials, also known as the Special AKA, came in 1984 just before the band dissolved. Free Nelson Mandela became an anti-apartheid anthem and even reentered the UK Singles Chart in 2013 following the news of Mandela’s death. While the lyrics mention 21 years in captivity, it would still be an…
…
continue reading

1
Going Off the Rails featuring Shmuel Saklad
51:03
51:03
Play later
Play later
Lists
Like
Liked
51:03When the “Prince of Darkness” aka Ozzy Osbourne was kicked out of Black Sabbath, he formed his own band with Randy Rhoads and Bob Daisley. Their first album, Blizzard of Ozz, spawned one of the greatest guitar riffs in Heavy Metal history. Crazy Train hit the Mainstream Rock Top 10 on Billboard after its 1980 release. The 1987 live version hit the …
…
continue reading

1
Where Everybody Knows Your Name featuring Nick Glimsdahl
42:36
42:36
Play later
Play later
Lists
Like
Liked
42:36You probably don’t know the singer/songwriter of the 1982 song “Where Everybody Knows Your Name.” But since it’s considered perhaps the best TV theme song of all time, you likely already have the bar from Cheers in your mind’s eye. Gary Portnoy wrote or co-wrote songs (including themes) for many other shows in the 80s, including Fame, Mr. Belvedere…
…
continue reading

1
It Just Takes Some Time featuring Raymond Stover
40:39
40:39
Play later
Play later
Lists
Like
Liked
40:39In 2001, after having been dropped from their label, Jimmy Eat World released their 4th album, Bleed American. Because they were financing the recording themselves, they decided to keep things simple. “The Middle” reflects how the band was feeling – “left out or looked down on” – but it was also a song about encouragement. As the song says, sometim…
…
continue reading
The Ohio band, The McCoys, scored this #1 hit in 1965. While the narrator of the song loves Sloopy, it seems the rest of the world feels very differently – “everybody tries to put my Sloopy down.” The song is a signature at The Ohio State University football games and it also played prominently during games of the Cleveland Guardians, Cleveland Bro…
…
continue reading
John Sebastian is probably best known for his time with the ‘60s band, The Lovin’s Spoonful. But in 1976, he scored a #1 hit with Welcome Back, the theme song to Welcome Back, Kotter. A sitcom about a wise-cracking teacher who has returned to his high school alma-mater to teach a remedial class of students, Welcome Back, Kotter featured a group of …
…
continue reading
Bruce Campbell’s return as Ash in the 1992 cult classic, Army of Darkness, illustrated how the specific words we use are critical to success. After his accidental transportation to 1300 A.D., Ash must retrieve the Necronomicon, the Book of the Dead, before he can return home. But to close the portal opened by the book, he must first recite the 3-wo…
…
continue reading

1
We Started Out Friends featuring Reagan Helms
40:47
40:47
Play later
Play later
Lists
Like
Liked
40:4720 years ago, American Idol winner, Kelly Clarkson, blanketed the airwaves with Since U Been Gone. The song explores the aftermath of a now-ended relationship. While break-up songs often express longing, regret, and sadness, Since U Been Gone is a realization of how much better things are now. It also expresses the feeling of finally recognizing re…
…
continue reading
NSYNC’s 2000 hit, Bye Bye Bye, has been streamed over a billion times on Spotify. The late 90’s and early 2000’s saw a resurgence of the “Boy Band” – a term applied to vocal groups consisting of young men whose performances were marketed primarily to girls and young women. Boy Bands were often “created” rather than forming organically. The 60’s ban…
…
continue reading

1
Next in Queue Quarter in Review (2025 Q1)
21:13
21:13
Play later
Play later
Lists
Like
Liked
21:13Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from thefirst quarter of the year. This episode features great moments from John Walter, Ian Storm, Chris Gillen, Neal Woodson, Afshan Kinder, Mike Kendall, and Beth Karawan. Chapters John Walter – 1:01 Ian Storm – 7:33 Neal Woodson – 10:14 Afshan K…
…
continue reading

1
May the 4th be in Queue featuring Brian Dunphy
48:15
48:15
Play later
Play later
Lists
Like
Liked
48:15A long time ago, in a podcast season far, far away, it is a dark time for the inhabitants on planet earth. A novel virus has caused a global pandemic. A year in, many are adjusting to a “new normal” that includes working from home when possible. The social isolation has resulted in an explosion of media including niche podcasts. Relentlessly pursue…
…
continue reading

1
Do We Have Fans? featuring Priscilla Brooke
55:05
55:05
Play later
Play later
Lists
Like
Liked
55:05It’s highly unlikely that you’ll start a podcast and quickly gain the kinds of fans depicted in this scene from Only Murders in the Building. Selena Gomez, Martin Short, and Steve Martin’s characters not only share an interest in true crime podcasts, but they also start their own podcast while investigating a murder in their apartment building on M…
…
continue reading

1
Take This Job and Shove It featuring Sarah Betts
48:48
48:48
Play later
Play later
Lists
Like
Liked
48:48It’s only fitting that this 1977 #1 Country Hit is sung by Johnny Paycheck. The David Allen Coe written song inspired a 1981 film of the same name. The narrator of the song has realized that he should leave his job, but he hasn’t quite worked up the nerve to quit. Many people have found themselves in similar situations, clinging onto their job secu…
…
continue reading

1
Started from the Bottom featuring Alisha (Ali) Joseph
51:51
51:51
Play later
Play later
Lists
Like
Liked
51:51Love him or hate him, Drake’s 2013 hit, Started from the Bottom, is unforgettable. It resonates, not only because of its musical simplicity, but also because it celebrates the rise from scrappy beginnings to success. It’s the epitome of “The American Dream.” Most of us will not realize the kind of success that Drake has, but that doesn’t mean we ca…
…
continue reading
Ridley Scott’s 2007 film, American Gangster, told the story of Harlem drug lord, Frank Lucas. Frank, played by Denzel Washington, confronts Nicky Barnes about the quality of the product he’s distributing in this scene. Nicky isn’t exactly receptive to this feedback. His focus is on short-term profits while Frank takes a longer-term view of the busi…
…
continue reading

1
Donuts are Deceptively Hard featuring Beth Karawan
49:55
49:55
Play later
Play later
Lists
Like
Liked
49:55During the first season of The Bear, Sydney talks to Marcus about his vision for making donuts for the restaurant, The Original Beef. Sydney, too, has visions for how to improve the restaurant, among them having online takeout orders to increase revenue. Both find themselves distracted from the nuts and bolts of running a restaurant by their desire…
…
continue reading

1
The Truth is Out There featuring Chris Carter
51:54
51:54
Play later
Play later
Lists
Like
Liked
51:54There are cult classics and then there are cult classics that simply become classics. First airing In 1993, Chris Carter’s The X-Files falls into the latter category. With a mix of sci-fi and paranormal phenomena, The X-Files pioneered the true-believer vs. skeptic formula while exploring the unknown. Although evidence of aliens may still be elusiv…
…
continue reading

1
There’s a Story in Your Voice featuring Mike Kendall
52:49
52:49
Play later
Play later
Lists
Like
Liked
52:49Not every song is a hit. This Elvis cut titled, “There’s a Story in Your Voice,” was not. No, not that Elvis. Elvis Costello is a member of the Rock and Roll Hall of Fame despite modest commercial success. His range, both in performing and writing, spans rock, jazz, R&B, country, Tin Pan Alley, and even classical music. This duet with Lucinda Willi…
…
continue reading

1
That’s Not My Name featuring Afshan Kinder
44:05
44:05
Play later
Play later
Lists
Like
Liked
44:05Despite barely touching the top 40 charts in the US, I’m willing to bet you’ve heard this debut single of the British duo, the Ting Tings. Over the past decade and a half, it’s been used in TV episodes, fashion shows, movies, viral TikTok videos, and commercials. It evokes the feeling of invisibility when your name is forgotten or mispronounced. Wh…
…
continue reading

1
On the Rooftops of London featuring Vance Morris
55:33
55:33
Play later
Play later
Lists
Like
Liked
55:33Being memorable as a business doesn’t mean you need an Oscar-winning song associated with you. But it certainly doesn’t hurt. It’s hard not to think of Dick Van Dyke as a chimney sweep when you hear him singing along with Julie Andrews in the 1964 musical, Mary Poppins. Van Dyke sets an awfully high bar for a memorable home services experience but …
…
continue reading

1
The Beginning of a Beautiful Friendship featuring Neal Woodson
1:00:04
1:00:04
Play later
Play later
Lists
Like
Liked
1:00:04The 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 o…
…
continue reading
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 suc…
…
continue reading

1
He’s Doing It Again featuring Kelly Thibodeau
40:34
40:34
Play later
Play later
Lists
Like
Liked
40:34Have 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…
…
continue reading

1
It Works for Chanel featuring Chris Gillen
1:02:43
1:02:43
Play later
Play later
Lists
Like
Liked
1:02:43Mad 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 s…
…
continue reading
Kanye West’s 2007 hit, Stronger, paraphrased Friedrich Nietzsche’s maxim, “What does not kill me makes me stronger.” The idea is that the trials, tribulations, and challenges we face in life help us grow. It’s a rallying cry used by many in the face of difficult circumstances. A closer reading within context, however, opens the door to different in…
…
continue reading

1
Defend the Frontier featuring John Walter
58:43
58:43
Play later
Play later
Lists
Like
Liked
58:43When Centauri whisks away Alex Rogan to defend the frontier against Xur and the Ko-Dan Armada in 1984’s The Last Starfighter, he leaves behind his assistant, Beta, to act as a doppelgänger proxy for Alex while he’s away. Beta is a simuloid designed to take the form of a person and act as a stand in for that person. Proxies like Beta are the stuff o…
…
continue reading
In 1962, The King of Rock ‘n’ Roll, Elvis Presley topped multiple charts with Return to Sender, a song about a heartbroken man whose mail to the object of his love is always returned unopened. Over 60 years later, the concept of a handwritten apology sent via mail probably seems foreign when we have access to Snapchat, Whatsapp, and Messenger, amon…
…
continue reading
Let’s hit rewind this week and take a quick listen to some moments from some of my favorite episodes from the past year.It’s awfully hard to pick favorites from over 50 guests I hosted in 2024. Each episode was wonderful in its own way. This episode features great moments from Kent Morita, Stacy Sherman, Sarah Hatter, Luke Jamieson, Sarah Caminiti,…
…
continue reading
In 2011, Game of Thrones took the world by storm. Ned Stark, played by Sean Bean, is the head of House Stark, the ruling family of the North. In this scene, we first hear the phrase, “Winter is coming,” the motto of House of Stark. The phrase was used so often that it’s taken on a life of its own, even spawning many popular memes. Simply put, it’s …
…
continue reading

1
Uh oh, it’s Magic featuring Anders Boulanger
38:59
38:59
Play later
Play later
Lists
Like
Liked
38:59The 1984 video for Magic by the Cars featured a wild cast of characters who rush to surround a backyard pool. Why? Lead singer Ric Ocasek walks on water while singing about how the feeling of being close with someone can be like magic. The entire crowd is fixated on Ocasek throughout the video, even after he leaves the water and walks around the po…
…
continue reading

1
Dancing with Myself featuring Jevon Wooden
56:19
56:19
Play later
Play later
Lists
Like
Liked
56:19In 1981, Billy Idol left his previous band, Generation X, and went solo. His first single was Dancing with Myself, a remix of a UK flop single he’d recorded with Generation X. But by changing the mix to accentuate the vocals and percussion, the new version was perfect for the newly launched MTV. He became one of the first rockstars popularized on t…
…
continue reading

1
We Can’t Keep Up with Our Own Success featuring Corey Harlock
57:19
57:19
Play later
Play later
Lists
Like
Liked
57:19Perhaps the most challenging part of being a founder of a company is dealing with growth. Anne Hathaway’s character, Jules, in the 2015 film, The Intern, grapples with the consequences of her company’s growth and the struggle to let go of certain aspects of the business. Finding the right fit for any job is a challenge – one we’ve recently explored…
…
continue reading
Perhaps no person loved Thanksgiving more than John Madden. After serving 10 seasons as the head coach of the NFL’s Oakland Raiders, Madden began the part of his career that led him to be the most recognizable name in football. As the color commentator for NFL broadcasts for the next 30 years, Madden’s love of Thanksgiving popularized the “Turducke…
…
continue reading

1
Beautiful You’re Hired featuring Tim Glowa
46:21
46:21
Play later
Play later
Lists
Like
Liked
46:21Very few interviews will ever resemble the one Winston Zeddmore went through in the 1984 classic, Ghostbusters. Hired on the spot as the 4th Ghostbuster, Zeddmore, played by Ernie Hudson, was desperate and so were the Ghostbusters. Annie Potts, playing Janine Melnitz, performed perhaps the strangest and shortest first interview ever. Within a minut…
…
continue reading

1
Barbacoa de Cabeza featuring Justin Robbins
1:06:17
1:06:17
Play later
Play later
Lists
Like
Liked
1:06:17Rock Hudson gives Elizabeth Taylor a foodie lesson in 1956’s Giant about the origin of barbeque. Barbacoa de Cabeza isn’t a dish that most would immediately think of as “barbeque” today, but the cooking technique is certainly replicated for many kinds of common barbeque. Spanish explorers learned that technique on the island of Hispaniola and broug…
…
continue reading

1
Creating Space for Growth: Why Purpose Matters with Suneet Bhatt
1:00:18
1:00:18
Play later
Play later
Lists
Like
Liked
1:00:18Text me with feedback or questions! The best story you ever told wasn't memorized, it was just known and felt very deeply... Discover the transformative journey of personal growth and purpose as we welcome Suneet Bhatt, the founder of My Authentic Journey, to the final episode of the podcast. Unearth the four significant eras of life, as inspired b…
…
continue reading

1
Would You Like to Play a Game featuring Joshua Wathen
37:39
37:39
Play later
Play later
Lists
Like
Liked
37:39For many, the 1983 film, WarGames, was an introduction into the world of hacking. Mathew Broderick hacks into a military central computer to play a game not realizing the explosive consequences. The Cold War era fear of launching a nuclear arsenal to begin World War III was purposeful hyperbole at the time. But the supercomputer named WOPR that tal…
…
continue reading

1
Business as Art: Redefining Leadership and Cultivating Authenticity with Craig Crisler
51:58
51:58
Play later
Play later
Lists
Like
Liked
51:58Text me with feedback or questions! What if business could be more like art? Join me for a special birthday episode of Epochal Growth, where Craig Crisler, CEO and co-founder of SupportNinja, shares his unique journey from serial entrepreneurship to leading with humility and authenticity. Craig's personal story of recovery deeply influences his app…
…
continue reading

1
Run Forest Run featuring Conor Pendergrast
55:35
55:35
Play later
Play later
Lists
Like
Liked
55:35When Jenny tells Forest Gump to run, well, that’s what he does. But he didn’t just run. He became an All-American kick returner for Bear Bryant’s University of Alabama football team. Later in this 1994 film, Forest runs across the country at least 4 times, inspiring a following that runs with him over the course of over 3 years, 2 months, 14 days, …
…
continue reading

1
What's Your Ripple? Leaving an Impact with Greg Collins
46:43
46:43
Play later
Play later
Lists
Like
Liked
46:43Text me with feedback or questions! Discover the transformative insights of Greg Collins, Vice President of Revenue at Boldr, as he shares his journey from SaaS to BPOs. Learn how stepping outside conventional roles can lead to joy and growth in both personal and professional realms. Greg's conversation encourages us to focus on the intersection of…
…
continue reading
The 2019 film, Automation, is bad. It has a poorly written screenplay and awful acting. The worst part of the movie is probably the special effects. For a movie about automation, you’d think they would have used better tools. They could have used Autodesk’s Design and Make Platform to put out something more than a guy in a robot suit but instead, w…
…
continue reading

1
Epochal Growth x The Supportive Crossover: Self-Service is the Future
25:12
25:12
Play later
Play later
Lists
Like
Liked
25:12Text me with feedback or questions! In this special crossover episode, Sarah Caminiti teams up with Mat Patterson, host of Help Scout's The Supportive, to dive into one of the hottest topics in customer service: the future of self-service and AI. As businesses evolve, so does the way we support customers, and self-service is quickly becoming the go…
…
continue reading
The Big Bang Theory touched on all kinds of nerd culture, including Role Playing Games, known as RPGs. RPGs can be tabletop games like Dungeons and Dragons or Massively Multiplayer Online games known as MMOs or specifically, MMORPGs. Many RPGs share some specific basics – you create a character that has a specific role, backstory, and specific attr…
…
continue reading

1
The Future of Work: Leadership, AI, and Belonging with Luke Jamieson
50:17
50:17
Play later
Play later
Lists
Like
Liked
50:17Text me with feedback or questions! Imagine transforming your workplace into a hub of creativity and purpose, where AI serves as an empowering co-pilot rather than a replacement. In our latest episode, we invite you to discover how global expert Luke Jamieson transitioned from baking pastries to leading dynamic contact centers, all while championin…
…
continue reading
The medical drama, New Amsterdam, features Dr. Max Goodwin as the new Medical Director for one America’s oldest public hospitals. Max strives to do something that seems oddly revolutionary – put patients first. Among his first acts to impact patient experience are to eliminate the Emergency Department waiting room and to bring healthy food into the…
…
continue reading

1
Dirty Little Secret featuring Casey Denby
56:31
56:31
Play later
Play later
Lists
Like
Liked
56:31The video for the 2005 hit, “Dirty Little Secret” by the All-American Rejects featured a montage of people holding up post cards sharing their own “dirty little secrets.” Secrets seem to be part of the human condition, and they’re not limited to individuals. Industries, companies, and functions within companies all have their own dirty little secre…
…
continue reading

1
Creating Inclusive Workplaces and Supporting Teams with Cheryl Spriggs
57:54
57:54
Play later
Play later
Lists
Like
Liked
57:54Text me with feedback or questions! How does one transition from the fast-paced world of Austin startups to leading a remote-first team in Denver? Find out in our enlightening conversation with Cheryl Spriggs, the Manager of Premier Support at Zapier. Cheryl opens up about her evolution from an individual contributor to a leadership role, offering …
…
continue reading

1
These Go to Eleven featuring Jarad Haggard
49:35
49:35
Play later
Play later
Lists
Like
Liked
49:35While 1984’s This Is Spinal Tap was the genesis of the “mockumentary” genre, it hit so close to home that many viewers (even to this day) believe that Spinal Tap is a real band. The movie shows multiple event mishaps, including cancelled shows, improperly sized props, equipment malfunctions, and even a misbilling as a puppet show. Working as and wi…
…
continue reading

1
Mastering Customer-Centric Support with Mat Patterson
56:32
56:32
Play later
Play later
Lists
Like
Liked
56:32Text me with feedback or questions! Discover the ageless principles of customer support with our special guest, Mat Patterson, the Customer Service Content Lead at Help Scout. We embark on a historical journey through the fundamentals of customer service, examining how they've endured through time while facing modern challenges. Mat digs into the t…
…
continue reading