Fast Leader Show | Customer Experience Leadership-logo

Fast Leader Show | Customer Experience Leadership


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.


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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.




552 Joshua Freedman - Embracing Emotional Intelligence

In a riveting conversation with Joshua Freedman, a luminary in the emotional intelligence arena, listeners are treated to profound insights on how emotional intelligence shapes leadership, influences organizational culture, and catalyzes personal growth. Through the lens of the world's largest study on emotional intelligence, Freedman unpacks the critical role of emotional intelligence in enhancing workplace dynamics, fostering meaningful connections, and driving effective leadership. The dialogue delves into the nuances of emotional intelligence, revealing its pivotal role in navigating the complexities of modern work environments. Freedman emphasizes the tangible benefits of emotional intelligence, from improved employee engagement to heightened innovation, underscoring the importance of cultivating these skills within organizations and individuals alike. Key moments of the podcast illuminate the transformative power of emotional intelligence in redefining leadership paradigms, advocating for a more empathetic, connected approach to managing teams and solving problems. Freedman's personal journey and his visionary work with Six Seconds offer an inspiring narrative, highlighting the actionable steps listeners can take to elevate their emotional intelligence and contribute to a more emotionally intelligent world. This episode is not just an exploration of emotional intelligence but a call to action for leaders, professionals, and individuals to embrace emotional intelligence as a fundamental component of success and fulfillment in the digital age. Whether you're seeking to enhance your leadership skills, foster a more cohesive team environment, or embark on a journey of personal development, this conversation with Joshua Freedman offers invaluable insights and practical advice.


551 Jim Rembach - Unleashing Strategic Success

Diving into the heart of modern strategic planning, this special episode explores the challenges and opportunities in today's complex, VUCA environment. As we explore this landscape, we'll see why traditional strategic planning tools may no longer be sufficient in such a dynamic setting. This episode shines a light on the "UNLEASH method," a groundbreaking approach that navigates through the volatile marketplace. This method integrates neuroscience, emotional intelligence, and positive psychology, offering a fresh perspective on goal attainment and strategy development. It questions the efficacy of quick fixes and emphasizes the need for thorough, well-considered strategies. Our discussion will focus on the relevance of neuroscience in enhancing leadership and decision-making. By understanding biases and employing backward thinking, we aim to fortify our approach to business challenges. This session is an invitation to transition from dated methods to innovative, scientifically-backed planning techniques. Beyond theoretical concepts, we're here to provide practical insights. The significance of regular strategic planning, continuous innovation, and engaging in a network of forward-thinking professionals will be highlighted, underscoring their importance for both personal and professional advancement. Join us as we navigate the intricacies of the VUCA world, aiming to equip ourselves with the tools necessary for success. This session is an opportunity to transform your approach to strategic planning, embracing the future with insight and innovation. Let's embark on this journey together, stepping into a new era of business strategy and goal achievement.


450 Adam Bryant - Leading Through Contradictions

Dive deep into the complexities of leadership with Adam Bryant on the Fast Leader Show! Discover the art of extracting every lesson from life's experiences, akin to wringing out a wet towel. Bryant unpacks the delicate balance leaders must strike between contradictory traits, shrewdly adapting to the uncertainty of our times. Learn why post-2020 leadership demands a keen ability to simplify complexity and ask pivotal questions in a world rife with volatility. Reflect with Bryant on the necessity of pausing for introspection despite the relentless pace of modern leadership. Explore the insightful "due to say" ratio, a testament to a leader's trustworthiness, and navigate the nuances of managing upwards with brutal honesty. Gain perspective on personal growth as Bryant shares his journey from The New York Times reporter to a leadership maven, emphasizing the significance of authentic networking and understanding your unique leadership path. Adam's candid discussion reveals the heightened demands on leaders today, urging aspiring managers to embrace the thrill of steering through rapid changes. As he reflects on his personal choices and the nature of ambitious leadership, Bryant challenges us to ponder the fundamental question: "Why do you really want to lead?" Embark on this thought-provoking episode with Jim Rembach and Adam Bryant – it's an invaluable session for anyone looking to lead with insight, self-awareness, and authenticity.


449 Laura McGuire - Creating Cultures of Consent at Work

In this episode of the Fast Leader Show, Dr. Laura McGuire shares her insights on a range of topics, from emotional intelligence and inclusion to stress management and leadership development. She emphasizes the importance of consent, trauma-informed care, and human connection in fostering a positive work environment. Dr. McGuire also discusses the need for accountability and responsibility in addressing others' needs, as well as the challenges of bridging the generational divide in leadership. One key takeaway is the significance of personalized communication in effective dialogue. Dr. McGuire highlights the importance of contextualizing and differentiating in order to achieve goals and foster understanding. She also shares her personal and academic goals, including pursuing a master's degree in Divinity and a doctorate in educational leadership for change. Another key theme is the power of compassion and overcoming self-doubt in effective leadership. Dr. McGuire encourages leaders to embrace change and break free from cognitive dissonance, unlocking the potential of AI and other transformative technologies. She also emphasizes the value of building trust and connection in the workplace through effective communication and understanding emotional cues. Overall, this episode offers valuable insights and practical tools for leaders looking to enhance their emotional intelligence, embrace change, and cultivate interconnectedness. Tune in to the Fast Leader Show to hear Dr. Laura McGuire's wisdom and learn how to unleash your leadership potential.


448 Nicole Kyle - 3 Seismic Challenges Facing Contact Centers

In this episode of the Fast Leader Show, Jim Rembach welcomes Nicole Kyle, an expert in the contact center industry since the 1990s. Nicole seeks to understand the current challenges in the industry and explores three seismic challenges facing contact centers. While skill development has been a focal point, Nicole emphasizes the importance of career development and how the majority of agents now view their role as a long-term commitment. Nicole introduces a competency model for leaders consisting of seven competencies, with a mix of hard and soft skills. This model emphasizes the significance of how leaders engage with their teams and work together, rather than just following processes. Their company offers certifications in these competencies, recognizing their value in developing effective leaders. Flexibility is crucial in structuring career development, and Nicole's company uses a segmentation model to categorize employees based on their motivators. This enables them to tailor career development programs to individual needs. Moreover, Nicole expands on flexibility in the workplace, encouraging leaders to consider not only work location but also the type of work and distribution of tasks to prevent burnout and foster engagement. Agent engagement and retention are major challenges for customer contact leaders due to the ongoing shift in the labor market. These challenges revolve around effective management dynamics, operationalizing flexibility, and offering flexibility that meets personal needs. Nicole's insights on leadership competencies, personalization, motivation strategies, and operationalized flexibility provide valuable guidance for industry professionals. Tune in to this episode of Fast Leader Show to gain valuable insights on navigating the current challenges in the contact center industry and learn how to maximize agent engagement and retention. Get ready to rethink leadership and career development strategies for a future of flexible work.


447 Tom Schmitt - Flexibility and Empathy: Key Lessons for Business Leaders in the Post-COVID World

In this episode of the Fast Leader Show, Jim Rembach sits down with guest Tom Schmitt, CEO of a multi-billion dollar transportation company. Together, they dive into the valuable lessons learned from the past few years and how they can be applied in the business world. From the importance of flexibility and empathy to the role of ambition and passion, Tom shares insightful wisdom that can help listeners achieve re


446 Oded Netzer - Data-Driven Decision Making and the Biases That Affect Our Choices

In this episode of the Fast Leader Show, we are joined by Oded Netzer, a Columbia Business School professor and Amazon Scholar. Oded, an expert in data-driven decision making, discusses common biases like overconfidence, availability, and confirmation bias that can hinder our use of data. He introduces the powerful IWIC (I Wish I Knew) tool, which focuses on identifying key questions rather than complex statistical analysis. We delve into the concept of quantitative intuition, emphasizing the value of precision questioning, contextualizing data, and synthesizing information for decision making. Oded reveals the importance of combining data with intuition and building teams that understand both business and data science. He also discusses his book, "Decisions over Decimals," which promotes starting with a decision and embracing uncertainty. Finally, we examine the role of context in data analysis and the dangers of data without context. Join us as we navigate the nuanced world of data-driven decision making.


445 Chuck Mollor - Agile Leadership: Adapting to Changing Needs and Complex Challenges

In this episode of the Fast Leader Show, we're excited to have Chuck Mollor – executive coach, consultant, and author of The Rise of the Agile Leader. Chuck shares various insights on the importance of leadership adaptability, understanding oneself, and teamwork in navigating complex challenges and change. He also discusses employee engagement, identifying cultural champions, and the need for leadership accountability. Chuck emphasizes the relevance of having a strong company culture foundation, which can impact financial performance and differentiate the brand. He also delves into the topic of categorizing employees into various groups and emphasizes the importance of retaining top talent. Lastly, we touch on Chuck's book and its valuable insights for leadership. Tune in to this thought-provoking episode that will equip you with practical tips and strategies for effective leadership.


444 Donald Thompson - DEI Strategies 101: The Power of Brief and Concise Data-Backed Insights

As leaders, we must recognize the power of data-backed insights when implementing diversity, equity, and inclusion (DEI) initiatives. Understanding the unique needs of our organizations is crucial, and we can't simply rely on what has worked for others. By conducting listening sessions, refining career planning, and offering mentorship programs, we can promote DEI without needing a Chief Diversity Officer or extensive content. When it comes to leadership growth, introspection and humility are key. We should focus on our personal journeys, learning from others outside our immediate circles, and striving to improve. Embracing this mindset allows us to better tackle systemic issues and foster a more inclusive environment. A great example of effective education for leaders can be found in online leadership academies, particularly those geared toward frontline supervisors. They emphasize community building and quality learning while ensuring that the return on investment is taken into account. This holistic approach to training can help develop well-rounded leaders who value diversity and inclusion. In the marketplace, diverse teams are essential for driving success and innovation. We should particularly admire and learn from women leaders, especially women of color, who bring unique perspectives and experiences to the table. By providing real-world solutions to executives' challenges and creating safe spaces for open discussions, we can cultivate a workplace that thrives on diversity and inclusion. In summary, embracing data-backed insights, focusing on personal growth, and offering effective education are vital for leaders seeking to implement successful DEI strategies. By doing so, we can foster a diverse, inclusive, and productive work environment.


443 Mike Watson - Resilient Leadership: Thriving in the Face of Adversity

Resilience and leadership play vital roles in organizational success, with true leadership focusing on empowering others to be their best selves while pursuing a noble goal. In this episode, our guest Mike Watson delves into the habits and values that foster resilience in teams, emphasizing the importance of cultivating a culture of accountability and individual resilience. Drawing on examples from the sports world, Mike highlights the significance of fostering a sense of belonging, accountability, and support. He also investigates the impact of childhood experiences on shaping one's resilience and character, offering insights into personal growth and understanding. In this episode, gain valuable knowledge from Mike Watson on the connections between resilience and leadership, and learn how to nurture these qualities through intentional habits and values. By understanding the critical role of accountability and building an inclusive, supportive culture, you and your team can unlock your full potential and thrive in the face of adversity.


442 Lee Colan - Becoming a Better Leader in an Ultra-Competitive World

In today's fast-paced and ultra-competitive world, being a good leader is more important than ever. But how do you become a better leader when the competition is fierce and the stakes are high? According to Lee J. Colan, author of Healthy Leadership: How to Thrive in the New World of Work, there are several key traits that great leaders possess. Here are a few tips to help you become a better leader: 1. Develop a clear vision: A good leader has a clear idea of what they want to achieve and can communicate that vision to their team. This helps everyone stay focused and aligned towards the same goal. 2. Build a strong team: It's important to surround yourself with talented and motivated people who share your vision. As a leader, your job is to inspire and empower your team to achieve great things. 3. Communicate effectively: Clear and open communication is essential for any successful team. Make sure you are regularly communicating with your team and actively listening to their feedback. 4. Lead by example: Great leaders set the tone for their team. By modeling the behaviors and values you want to see in others, you can create a positive and productive work environment. 5. Embrace change: In today's world, change is constant. A good leader is adaptable and able to navigate through uncertainty and change with confidence and agility. By developing these key traits, you can become a better leader and help your team thrive in an ultra-competitive world. Remember, leadership is a journey, and it takes time, effort, and commitment to develop these skills. But with the right mindset and a willingness to learn and grow, you can become the leader your team needs to succeed. In this episode, Lee Colan shares his insights on how to become a better leader in today's ultra-competitive world. He discusses key traits of great leaders, including developing a clear vision, building a strong team, communicating effectively, leading by example, and embracing change. Join us as we learn from Lee's extensive experience and expertise in leadership development.


441 David Avrin - Must Have Customer Experience Conversations

When companies don't foster open communication and establish regular, open conversations, they may experience inconsistency in customer experiences, decreased productivity, missed opportunities, low employee morale, and decreased customer satisfaction. These issues can negatively impact the success and growth of the business. In this episode, David Avrin stresses the importance of regular, open conversations among team members to ensure consistent engagement with customers. He suggests that the purpose of these conversations is not to agree with each other, but to explore scenarios and come to a consensus as a company. This consensus helps create a consistent customer experience and sets a clear standard for how the business interacts with its customers. By fostering open communication and establishing a strong team culture, these conversations empowers businesses to create a positive and memorable customer experience.


440 Dan Hill - The Emotions that Attract and Retain Top Talent

The importance of emotions in attracting and retaining top talent in the workplace cannot be overstated. According to research, employees are more likely to stay with a company that encourages and values positive emotions, such as gratitude, appreciation, and hope, and is more likely to attract them to the organization. Employee satisfaction can be improved as a result of these emotions, which can result in a positive work culture. The opposite effect can be achieved, however, when negative emotions are present, such as fear, anger, and anxiety. In the presence of toxic work environments characterized by negative emotions, high turnover rates and difficulty recruiting and retaining employees can occur. As an organization, it is crucial to establish a positive work environment that fosters positive emotions and maintains a healthy work-life balance in order to attract and retain top talent, which leads to an increase in productivity and profitability. In our latest episode, Dan Hill discusses the role of emotions in attracting and retaining top talent. Explore how cultivating positive emotions such as appreciation and gratitude can enhance employee satisfaction and create a positive work culture. Additionally, we examine the negative effects of emotions such as fear and anger on employee retention, as well as how to achieve a healthy work-life balance. Discover how to attract and retain top talent using emotions in our episode with Dan Hill.


339 Bill Price - How to Deliver Great Customer Experiences with Less Effort

Delivering great customer experiences is essential for any business that wants to be successful. In order to do so, it's important to focus on meeting and exceeding customer expectations, providing high-quality products and services, and building strong relationships with customers. One way to deliver great customer experiences with less effort is to use technology and automation to streamline processes and improve efficiency. This can include using customer relationship management (CRM) software to manage customer interactions, automating routine tasks, and using artificial intelligence (AI) to provide personalized experiences. Additionally, investing in training and development for customer-facing employees can help ensure that they are equipped to deliver great experiences. In this episode, Bill Price shares how to deliver great customer experiences with less effort. Learn how frictionless organizations create products and services that work so well, their customers never need to contact them for the wrong reason, reducing costs, increasing revenue, and creating loyal fans.


338 Stephen McGarvey - Ignite a Shift to Achieve Greater Results

Persuasion and influence are essential skills for leaders to succeed in their professional lives. There is no doubt that every organization will face challenges, but with every challenge comes the opportunity to influence outcomes. When you need to win business, win support for a proposal, or persuade clients to sign a contract, it's your persuasive skills that will help you achieve your goals. But how can you master such a skill? What is at the heart of it? What does it take to acquire and build influence and persuasion to the point where you are able to effectively use it to take your organization to the next level and shift from being a decent leader to being an exceptional one? In this episode, Stephen McGarvey shares with us how you can ignite a shift to achieve greater results. He shares his experience and knowledge with regard to influence and persuasion and how you can effectively apply it to become an even better leader today.


337 Steve White - 7 Pathways to Success and Fulfillment

10/5/2022 YouTube Copy Every leader has a story to share - successes, failures, life lessons, and humps that they have to go through. Each story takes them to different turning points in their lives that ultimately define the history and legacy of their life. While the scope and the definition may vary, every leader wishes to go through the pathway of success and fulfillment. After all, who doesn’t want to live a life in such a manner? To those that may be starting out in their leadership journey, or even to those that are seasoned veterans, there is always a lesson to be learned from the path of another leader who has gone through many challenges in their life - who have gone through many events, many experiences, and many pathways. In this episode, Steve White shares with us his remarkable journey from the housing projects to the board room and how he has come to the 7 pathways to success and fulfillment.


336 Diane Primo - Using Purpose to Transform Your Business

The topic of purpose is everywhere these days. People are talking about purpose. As passionate advocates, we’re delighted to see all the interest. Yet we’ve observed that many organizations are merely scratching the surface. They’re missing the full potential of the nature of purpose that can transform. In this episode, Dianne will discuss the content of her book, ADAPT. Assess - The journey starts and ends with external and internal assessment in an unending loop. Your ability to succeed is grounded in your ability to listen and discover. Define - The definition phase is a company's moment of truth. Do you have a purpose statement, a campaign concept or a holistic approach to leading with purpose within your company? Amplify - This section addresses the elephant in the room- "no one remembers my purpose." It is the planful guide to authentically aligning stakeholders and believably communicating your purpose story. Perform - Performance is easily the most debated topic amongst purpose influencers, challengers and thought leaders. We review the growing body of research and give you practical next steps. Transcend - Purpose is a competitive advantage - achieved and sustained through the very highest level of purpose consciousness, behaving and relating, as ends rather than means, to oneself, to stakeholders and to transformative outcomes.


335: Steve Curtin - How to Use Purpose to Engage Employees

The capability to engage employees is one of the most vital components for business success, especially today when globally distributed workers are embracing multi-functional working structures. Through employee engagement, businesses are able to attract and retain more talent as well as increase corporate commitment to their goals. In this episode, Steve addresses job functions, job essence, and how to make core values a part of these functions so that they are sustained, evolving, and progressing towards achieving these goals.


334: Kelly McDonald - How to Talk About Race at Work

Racial disparity is more than just a hot topic on social media. Employees constantly face threats of social injustice and racial inequality at work, and leaders need to understand that in order for their organization to thrive, they must bolster their diversity, equity, and inclusion efforts and provide a safe space for their employees to talk about race at work. In this episode, Kelly McDonald shares leadership insights on how to talk about race at work and what your organization can do to have conversations about diversity, equity, and inclusion with your employees.


333: Brian Dodd - Leadership Lessons from 2021

2021 has been a rough year for most of us. The world is just coming out of a pandemic, and the majority of leaders are facing a new reality. There are new challenges to face and the things done before may no longer apply today. In this episode, shares some of the lessons he’s learned from various leaders in faith, athletics, business, and life. He hopes that these stories will help inspire and challenge you to become the better leaders that God has designed you to be in 2022 and the year beyond.