Lewis Taylor – VP, Head of Global CX & Austin Site Lead at Dropbox

He talks about:
· The importance of leadership invested in the customer experience
· How to reduce customer effort
· How he has seen customers’ expectations change the past five years

The book that has influenced Ian the most in the past year:
✔️ Who Moved My Cheese? https://amzn.to/3eQdsoj
✔️ Team of Teams: New Rules of Engagement for a Complex World: https://amzn.to/3vxkOD7

His note all the customer service and CX professionals:
“Don’t make customers navigate your organizations to have a great experience.”


Nick Glimsdahl  0:00 

Hello. Welcome to the press one for Nick podcast. My name is Nick Glimsdahl. And my guest this week is Lewis Taylor. Lewis is the CX head of global support and Austin site lead at Dropbox. Louis, welcome to the press one predict podcast.

Lewis Taylor  0:24 

Hey, thank you. Thank you. Pleasure to be here. Thanks for having me. Yeah, I’m

Nick Glimsdahl  0:28 

excited to get started. I got so many questions. Hopefully we can get them all in in the next five hours. If not, we’ll might have to have a five part series, but we’ll figure it out.

Lewis Taylor  0:40 

All right.

Nick Glimsdahl  0:41 

So one question I asked every single guest at the very beginning. And and I usually give them about a 32nd notice is what is one thing that people might not know about you? And it could be a talent, it could be Hey, I I skydive to cross Martin Mount Everest or I played a sport or one guy listens to classical music. What is your thing that people might not know about? You?

Lewis Taylor  1:07 

Okay, that’s interesting. I’ll do this one. Okay, when I most people don’t have an extensive military background, most of them operate on that should give me some insights about what my background was. But, um, I actually got to meet Tom Clancy, and he did a ride along with us for as a part of an airborne operation. And that’s very unique.

Nick Glimsdahl  1:31 

Wow. That’s pretty cool. So are you in his book? Are you one of the characters?

Lewis Taylor  1:36 

I would not say I’m not one of the characters. But if you read the book, airborne, it is about a union at the time that I was a part of.

Nick Glimsdahl  1:46  

That’s very cool. That’s actually a really unique thing. So and then second, thank you so much for your service, that means a lot.

Lewis Taylor  1:55 


Nick Glimsdahl  1:56 

So what is what does customer experience mean to Louis?

Lewis Taylor  2:02 

Um, believe it or not,

I get asked this a lot, my answer is always pretty close to the same, you know, depending on how many Diet Mountain dews I’ve had that.

But, it is about the end to end journey that the customer has to go through, to engage and use your product. And I want to expand on it just a little bit to say, isn’t about how a customer has to navigate your organization. It isn’t about the things that you’re doing to innovate and automate for your customer. When I think about customer experience itself, I like to step back completely and say, if I’m a customer, and I’m engaged with you, and I want to buy something from you or you something,

I don’t care what your technology challenges are, I don’t care how you have to make it work. I don’t care about your policies and procedures, what I care about when I think customer experiences, how easy is it for me to go through the flow and engage with you and solve the problem that that I came to you to solve in the first place.

Nick Glimsdahl  3:17 

And it’s not just that one time.

Lewis Taylor  3:20 

And it’s not just that one time it is every single time I deal with you. And every single time I deal with you. To me, it is like starting over. So as I think about like, our customer experience, organization and Dropbox. I don’t like to say, Well, hey, our customers engaged with us 10 times this month. And we got it right eight out of 10 then that mean, we still fail, we should have got it right, gotten it right. 10 out of 10. Yeah, each, each engagement is new. And we should be thinking as that customer is engaging with us for the first time. If I was out in the middle of the street, and I just got hit by a car, and I doubt 911. And they said, Hey, well, you already called 9117 times this month. Louis, you must be accident prone. Sorry, this next time, we’re going to, we’re going to let you sit for a few hours while we take care of some customers that that are engaged with us for the first time. So I like to think when customers engage with that organization, they bought something from

it is a unique

experience just for that customer. And we should think about the ups and downs and the moments that matter with that particular customer and how they’re engaging

Nick Glimsdahl  4:44 

in so when you get hit by that hypothetical bus, you don’t want to be put on hold and saying you know, your estimated time is 36 minutes. Would you like a call back?

Lewis Taylor  4:59 

Exactly. But I also don’t want to be told, well, the bus is blue today. What you signed up for was a red bus.


yeah, or the bus has 18 wheels when you sign up for a four wheel bus. So I want to be treated as if I’m the only customer that matters at that time.

Because you should be.

And I should be exactly. I mean, that’s where we’ve evolved today. Gone are the days where it was okay to call someone to ask for help or even try to buy something from you. And three days later, you get back with me, or it shows up at my house Two weeks later, we’re living in the day of Amazon Prime next day. Right? We’re living in what I like to call the noun generation, meaning if I wanted something yesterday, I would have asked for it yesterday, when I asked for it today, I want it today. I also wanted to just work out of the box, like I don’t want to have to go figure it out. I already have enough challenges solving the problem I bought that widget for in the first place. So I want the widget just to just work out of the box, right. And then the other pieces I’m gone are the days where we appreciate calling in. And we get treated like a number where we’re calling. We’re calling for support, and someone’s reading through a script. That is one of the worst experiences you can ever imagine. If you need help at that time, keep in mind, my frame of reference is as a customer, when you’re engaged with me, when you engage with me, you dial 911 whether it’s to buy a product, whether it’s a great product, whether it’s to get support on that product, whether it’s to ask a question about that product or find new use cases or upgrade to me that is you dialing 911. So you need to be my priority at that month.

Nick Glimsdahl  7:12 

In is that included on every channel, the priority of dialing 911? Because you can’t SLS are a little bit different.

Lewis Taylor  7:22 

Yeah, so absolutely, it is a little bit different. So you call me on the phone, I expect you to I expect to talk to you on the phone right away, you engage me which I expect you engage me in chat, if I send you an email, I expect you to respond to my email in a timely manner. Um, now the SLA is for those are a little bit different as you can imagine, because life support is real time and email is a little more asynchronous, right? So but what we like to do is think about

it this way.

If you have access to all three channels, and you took the time to send an email, that means I can get back to you in my SLA timeframe, because you weren’t, it wasn’t urgent for you. If you engage me in chat, or you engage me in phone, that I should meet you where you’re at your sense of urgency, simply my sense of urgency. And when you bought a product from me or you bought from me or anyone, and you thought about, okay, I’m buying this product, and I’m going to get x level of service with it. Maybe that x level of services, all three channels, maybe it’s just one channel based on what you bought? Well, if it’s all three channels, I’m expecting you to control with a sense of urgency, meaning, you send me an email, maybe it’s not so urgent for you. You chat, maybe it’s a little more urgent. But But if your hair’s on fire, you’re probably going to call

Nick Glimsdahl  8:53 

Yeah, no, it’s a it’s a great point. I appreciate that explanation. So who at Dropbox besides Lewis owns that customer experience?

Lewis Taylor  9:05 


this is going to be a two prong exercise right for me. Um, first, I believe the organization owns the customer experience. Well, this nicely all of us at Dropbox are accountable for the customer experience. Now, ultimately, I on the customer experience because I own customers names organization. However, the way I conduct myself and the way we work, crosswalk soon, is we’re driving accountability across all of our organizations to say you have an impact in the customer experience in what you do, whether it’s internally or externally, and that speaks to internal customer versus external customer. So I’m, I own the customer experience, externally, but I think about it as the company owning it holistically. And when I say internal and external, maybe you don’t do something that directly impacts the customer experience or the product that the customer engages with. But if I have to engage with you, for my organization to be successful, to make the customer experience better, then ultimately you’re still on the hook. That is why I say holistically. We all at Dropbox own the customer experience. I just happen to own a customer experience organization.

Nick Glimsdahl  10:27 

Yeah. Yeah. And I think one of the one of the guys I interviewed prior, James Dodd can see always he said, it starts with somebody internally, but it always ends with the customer. Yeah. So it doesn’t matter how many people are between you and the customer and always ends with the customer. Yeah. And it kind of gives you a little gut check, like, Oh, you’re right. I do have something to do with that customer, don’t I?

Lewis Taylor  10:54 

Yeah, exactly. And that is why we used to say, when I was at a company called Rackspace, we used to say, fanatical support starts and ends with everyone in Rackspace, meaning, it doesn’t matter if you’re an HR, it didn’t matter if you’re in comms didn’t matter what organization you were a part of. Ultimately, we will all accountable for that that fanatical experience for the customer. And I bought that to Dropbox and kind of have the same mentality here, as well. And it isn’t about when I say customer experience, though, it isn’t about my perception, as a customer experience. It is about your perception, you being the customer, I can say all day, I’m making you happy. But if you’re unhappy, ultimately as their customer, then that’s what it’s all about. So can you have a mantra that I end every staff meeting with? And it’s also the question we ask every single time we’re going to implement or do something new, whether it’s evolution, whether it’s technology, whether it’s process, the question, is it good for the customer. And we try to live by that much. Now, but I’ll be the first to tell you, you and most people that run cx and support organizations are going to tell you, we don’t get it right every single time we do, right. But if you’re there for that customer, when they really need you, and you’re taking care of them the best you can, even when you don’t get it right every single time they’re going to appreciate. And they’re going to remember the times where you do get it right. So ultimately, what you want to do is every single time you engage with a customer, you want to think like this is the only customer I have, and I want to wow them every single time I don’t want you to walk away with Yeah, you saw my problem, but I kind of had a lackluster experience. Right? We used to we used this phrase, you should be able to hear the smile, when I’m engaged with you. And if you do that, and you can practice that, that customer is going to walk away with one problem solved, right. And the reason they came, came to engage with you or they’re gonna walk away with a product they wanted to buy, they’re going to walk away with the feature or etc. But ultimately, they’re not just going to walk away with what they want. They’re going to walk away with a great experience.

Nick Glimsdahl  13:28 

That’s like, going into what was the the World Cup and I can’t remember the country right now. But it’s the it was the team that showed up. And they had, you know, like any professional soccer team, they had tape everywhere and Gatorade cups everywhere. But before they left, each individual player knew the importance that somebody else had to clean up behind them. Yeah. And so they actually made it cleaner than the way that they left it. Yeah. And so what would happen if we actually treated our customers where they had a better experience where they felt better throughout the interaction, even though they had a call you potentially about a problem, right, but you left them in that experience better than the way that they showed up?

Lewis Taylor  14:18 

Yeah, we have an approach we call and next. And what I mean by that is exactly what you said, I want to solve your problem. And next, what can I do for you, in addition? Or, Hey, did you know you’re not using all of your features? Or did you know x? Or can we help you with this, and we already see that you’re not doing this or you are doing this and we can make that experience even better. So it isn’t just about solving the problem that they’re having right now, it’s about making a better overall experience when you engage with us because as you mentioned, Already irritated that I got to call you in the first. Right? So it isn’t just enough to solve your problem, I’ve got to make you feel better about the experience you have with us.

Nick Glimsdahl  15:13 

Yeah, the thing that people also don’t understand is they’re bringing their entire life with them, not just your Dropbox issue, oh, when I double click on this, but it’s all the experiences that they’ve had in the past, with or without your organization, and the problems that they’ve had at work the problems that they had in a personal life. So treat them right, because we’re all humans doing business with humans.

Lewis Taylor  15:39 

Exactly. Exactly. Goodness said that, that more, we do a lot of customer centricity training for for our agents in our customer experience. And across the board, it isn’t just our support agents who visit our support engineers, our customer experience team has to go through that. So we adopt customers every month, and we randomly reach out to customers and say, hey, guess what, you’re my adopted customer for this month? I’m going to be talking about you doing the next staff meeting. Are you okay? giving me a little information about yourself? Did you want to come and talk for five minutes. And we make that, that effort to make sure everyone in the customer experience organization understands that it’s all about the customer and customers always first.

Nick Glimsdahl  16:38 

And that’s, that’s really cool. So the problem that I see in customer experience is and and I probably say this too much, but I call it the pixie dust and fairy tales. Right? Everybody talks a good game about customer experience. But then they don’t do a whole lot about it, or in specifically this the C suite. So how do you make sure that the you sure that the leadership is vested in the customer experience, not just this, this music that they say at the top of a podium? Because we all know what happens when they’re not?

Lewis Taylor  17:11 

Yeah, yeah, exactly. So I spend a lot of my time talking to our senior leaders about the customer experience and support we give our customers, one of the things that we do. And I think this has been like the big thing that turned the corner for all of our executives come and spend time sitting with an agent. And looking at customer problems and listening to customers talk to us about the experience, and hearing what customers have to say about the product, hear what customers have to say about the experience, overall, and then hearing what customers have to say about how easy it is to either use our product or engage with Dropbox as a whole. And we do that for all of our execs. So our organized organizations pretty spread out. So you might be out of the San Francisco office. And you may have to fly to Dublin and we have to fly to Austin. Now this is you know, of course, pre, pre COVID. But we’ve made that a part of their short to mid term goal for onboarding. So you get firsthand to hear what customers are saying, you see firsthand what our agents do to make customers happy. You get to see how well our systems and tools work firsthand, you get to see what it means to be on the other end of the product. So we have to remember that as an organization. And this is not just about Dropbox. I know my product really well. So I can’t assume that the problem our customer having is having with it is really easy. So when you take a seat and take a backseat to an agent, and you’re actually watching and listening and seeing them engage with a customer and how the customer is actually engaging with your product, and how easy or hard it is for them to understand the feature. It gives you a new appreciation, one for the agent by new appreciation for the customer and jury and it gives you a new appreciation for the product and the features you launch across the web. We do a lot of work collecting a lot of data about customer feedback on and we make sure that’s an that gets in front of all our all of our executives so they actually get to see exactly what customers are saying. We also made our customer effort score. That is a it’s a company goal for us. So how easy it is for a customer to engage with us. And when they engage with us, are they happy? That’s a big milestone for us. And we take that very seriously.

Nick Glimsdahl  20:10 

I love that, that you’re, you’re measuring customer success, customer effort. Is there anything else that you’re measuring for the success of the customer at Dropbox?

Lewis Taylor  20:19 

Yeah, so we’ve got a couple of other measures, of course, you know, we wouldn’t be a great company if we weren’t measuring NPS, right. I think that’s a big milestone. And then our, we have two other internal metrics that we use FCR, which is first contact resolution, we like to keep that extremely high on. So that is a big one for us. Meaning when you engage with me, I want to solve your problem first time, and I want you to be happy at first step two, we have a metric that we use to measure our cx efficiency when I’m engaging with a customer, which means if I’m an agent, or I’m a part of our community to engage with you, and I’m answering a question, you’re going to get a little mini survey back on just on how I do so separate from your your effort, and what it was like to go through the journey. It’s more, how did you like working with me. And that’s important, just as important for us as well, because it makes sure that when I talked about that wow factor earlier. Now I can actually go look and see what our customers think about the people they’re actually talking to, not just about the product and the customer experience and the journey and the effort that it takes for them to buy something or for them to get an upgrade or for them to get support. This is more about how do you feel about the actual drop boxes that you just had a conversation. So that’s also a really important to us. And it allows us to tweak and tailor our customer centricity training, it allows us to really hone in on what matters for the customers outside of the widget, or the thing they actually called us for. Now, there is no such thing as over rotating on it. And I mean, there’s a small percentage of that. But there is such thing as that. And I’ll give you an example. You call me, you’re in a hurry, I have to have my antennas up. So I need to be into with the mood you’re in. So maybe you don’t want to have a lot of small talk before we get down to the problem. And maybe you don’t want to have a lot of small talk afterwards. But I still need to figure out a way to Wow. And so at that moment, this is where that being able to hear a smile comes in. So my ultimate goal is to de-escalate things, so you feel good about, Hey, I made the right call, I made the right decision about buying Dropbox. I’m in a hurry. But this person is really listening to me. They care about me and the problem I’m having. And I feel like I’m the only customer in the world, right?

Nick Glimsdahl  23:20 

Yeah, it’s important. You know, you think of every time I’m thinking of CSAT you think of NPS, it usually gets bundled into that entire conversation. And sometimes it’s multiple people. And so somebody and it all ends up usually it’s that last person. Yeah, they dropped the ball. It’s going to, it’s gonna affect everybody in the entire score. So they, they weren’t listening. And somebody, they asked them how they’re doing. And they were saying something about how they had to go to a funeral. And they’re like, Uh huh. Well, that sounds great. hope you had a great weekend. Yeah. They’re going to, they’re going to rate them bad. But that affects every that entire conversation, not just that one part. So I like that, how you kind of pulled it away and said, what, how was it to interact with Louis? What was that experience? Like? How was that? Whatever the additional questions were. The one thing that I kind of want to go back to, though, is around customer effort. So what are some ways that you guys have found ways to reduce the customer effort?

Lewis Taylor  24:26 

Yeah, so we’ve done a few things over the last couple of years while he is on making it easy for customers to sell salt. And most cases, most of us, right, and let’s face it, our population that uses our product varies right from very technical and not so technical at all. But in most cases, I’m at least going to take a stab at trying to solve my problem before I reach out to some. So what we’ve done is we’ve done a lot of around helping educate you where you’re at in the product. So that potentially you don’t have to call us now we’re happy to be here for you, we love taking your call, we love talking to you. But if I can help you solve the problem a lot quicker, and I can help you do it, I’m not only teaching you to fix the problem, right then, but I taught you more about the product itself, you might pass that on to someone, Hey, did you know by the way, you could do X, and it fixes this or accident, and enhances this feature. So that’s one thing. The other one is we’ve really enhanced our community. So you can now go to our community and, and just have a blast with, with talking to someone else that really passionate about Dropbox and the features that that that we’ve, we’ve launched. And then the other piece is, and this is ultimately, I think where we’ve had a lot of success is the integration of technology into our platform to help that journey along the way. So that we make sure we’re meeting you where you’re at in the product, we’re helping you along, and we’re making that journey smooth for you along the way. We’ve done a lot of work around, you know, marketing, and, you know, support engagement with an expert, and we did a lot of work around the community. Unity, we have a great customer education tool. Well, we’ve kind of taken all of those and put them together so that when you’re in the product, you’re having a great experience, because if you get stuck on something, you can potentially self solve it yourself.

Nick Glimsdahl  26:49 

Yeah, yeah, just meeting them in the channel of their choice with the least amount of effort. And I think it’s also key to not make them feel stupid. Yes. You know, when it comes to technology, regardless of the age, nobody wants to feel like, you know, they just got bamboozled. And are sitting in a situation be like, well, I thought it was covered, or, hey, you’re talking over my head, I have no idea what you’re saying. Can you just solve my problem?

Lewis Taylor  27:20 

Yes, we do a lot of work with our ages. And that speaks to that customer centricity training I was talking about. So I could train you all day. But what we look for is, folks that have good intuition. being good at reading the customer, when you’re listening to them and understanding where they’re at, and understanding where you need to meet them at that time. And using words like, Oh, it’s okay, I’ve seen this problem before we can get this fixed. It’s okay, we got this, or I’m with you. We’re in this together. Like let’s take a journey along the way. Now. Walk me through what you’re seeing. And then I’ll take over and we’ll get this settle for you. So it is all about making a customer just feel really comfortable when they’re talking to you. And that’s going to be you know, different things for different customers. And that’s why that intuition comes in. Like knowing when to ask certain questions, knowing when to listen, knowing when to demonstrate that that, that you have empathy, knowing when to say, Okay, we got this, like, let’s move forward. Let’s get this all right. It is all about making the customer feel like they’re the only one in the world at that time.

Nick Glimsdahl  28:44 

Yeah, hey, but that also starts with the employee side, it’s not just customer. So how important is it at Dropbox to focus on that employee side? employee experience?

Lewis Taylor  28:56 

Absolutely. So this is something we really, I mean, if you think of culture and what we think about our employees here at Dropbox, I would say, on a magnitude of where you think it’s really, really good, then multiply that by 10. So I like to say this, I can’t help someone else, if I’m not in a good place myself. So what we like to do is think about, not just and this is me putting the customer side for a second, what is your experience with Dropbox? Like? What’s the culture like? You have the systems and tools to do your job? Like? Do you enjoy working with the people around you? Like, are you happy to come to work everyday? Are you excited about what you do? And that speaks to our culture, and putting our employees first and making sure that They’re always on the forefront of every decision we make as a company. And when you take that, it is so easy for us to transition over to now making a customer first experience, because we have employees that feel like they’re valued. They feel like they’re part of a great culture. They’re bought into our product and features and service, they’re bought into the customer experience and making it first. And they’re using mantras like customer first customer always, you know, things like that. So, it is paramount that if you’re looking at switching to a customer centric customer experience, first organization, it all starts with your employees. Absolutely. That is the place where it starts.

Nick Glimsdahl  30:51 

Yep. Happy employees equal happy customers.


Yeah, so um, and there’s probably another six more questions that I could ask you. But I’ll try to keep it as short as possible. But what the last one that I have, before I get to my last two questions. So a question that two questions, if I can make it any more confusing, but what advice would you give someone who isn’t in a in executive in the company, the wanting to focus on being customer centric?

Lewis Taylor  31:24 

I would say this use the mantra we use and I use every single day isn’t good for the customer. Is it good for the customer. And you can use that up the chain, and you can use it down the chain. Now organizations sometimes make tradeoffs, right. But you may not win them all. But you’re going to win a lot when you start using is it good for the customer?

Nick Glimsdahl  31:49 

Yep. No, it’s awesome. So I wrap up every podcast with two questions. And the first question is what book or person has influenced you the most in the past year? And then second one is if you could leave a note to all the customer service professionals, and it’s going to reach everybody Monday at 8am. What would it say?

Lewis Taylor  32:10 

So I’ll start with my book, maybe oversimplify? Right? And I know a lot of people that read it, and hopefully you have so I won’t, I won’t feel but in today’s times the book I often reflect on and it is a requirement once a year that my team and I we read it, and we just talk about it. It is Who Moved My Cheese.

Have you ever read it? Read it? I have. Yeah.

And I think now in where we’re at, in the journeys customers are taking today, we’re in the middle of a pandemic, customers are looking for different things from customer from customer support and from products. I think it speaks to being adaptable, being having a change mindset, being flexible, being able to not just look at things from a tunnel, but look at things from a very broad perspective. And that’s the one I think fits like right now. And it’s the one probably this year, it’s been the most, I guess, one I’ve been most passionate about. And I’ve read a lot of others, I’ll get a plug for team of teams. If you haven’t read that. Please go read it. Right. But Who Moved My Cheese? It’s a simple. It’s a very thin book, easy read, you have a lot of fun reading it. But it says the really powerful message.

Nick Glimsdahl  33:35 

Very cool. All right. Now the second one is if you could leave a note to all the customer service representatives, what would it say?

Lewis Taylor  33:43 

Don’t make customers navigate your organization to have a great


Nick Glimsdahl  33:49 

Period. Period. Awesome. That is great. What? What is the best way for my listeners? They’re like, Man, that was awesome. It was the it was the world’s greatest podcast episode. I need to get ahold of this guy or connect with him. What’s the best way to connect on

Lewis Taylor  34:07 


I’m on LinkedIn. And I do respond. Most people will tell you that. Right.

So I am on LinkedIn, please ping me and Lewis Taylor at Dropbox and pretty easy to find, right. But I would say start there. And we’ll go from there. I’m happy to you know, we’ll exchange info and dig deeper. I am really passionate about


experience. So I love having conversations with other people. And I’d love to talking through problems. So maybe today I’m not facing a problem. But tomorrow I might be maybe today you are and tomorrow you might not be and we tend to have the same types of problems just in different cycles and in different places. And times, right. Yeah. So happy to share notes and talk through things and and just engage Cuz I’m really passionate about custom x rays.

Nick Glimsdahl  35:03 

Cool that that is. That’s some great advice. And I appreciate that. They you given given the listener the ability to reach and connect, and I think it’s also to grow you because anytime that you help others you grow along the way at least I do.

Lewis Taylor  35:20 

Yes, absolutely. never stopped never never never stopped learning never stopped growing. I mean, I think when you have this take a step back and say if I’m not growing or learning, then I’m probably taking long term. So it is about time to take a U turn and come back to that that four point stop and maybe go in a different direction. If you’re if you start rolling, you’re learning. you’re heading in the wrong direction.

Nick Glimsdahl  35:49 

Yeah. Very, very cool, Louis. I really appreciate your time. It was fun. It’s the world’s fastest podcast. It feels like but I learned a lot. And I just really appreciate your time and look forward to keeping in touch.

Lewis Taylor  36:05 

Yeah, absolutely. And I had a great time to thank you for having me on. Really, really exciting, really excited to be here. So thank you. Thank you.


The Press 1 For Nick podcast is both educational and engaging, and each episode offers listeners a dynamic blend of insightful stories, best practices, and invaluable lessons.

Nick’s guests – each with a unique wealth of knowledge – include leaders from a variety of backgrounds and industries. Some of his guests include:

  • Customer service & customer experience leaders
  • A hostage negotiator
  • Award-winning authors
  • Home Depot’s Senior Director of Customer Care
  • Former VP of Disney’s Magic Kingdom
  • Lyft’s Head of Partner and Customer Engagement
  • Deputy Chief Veteran Experience Officer from the U.S. Department of Veteran Affairs

On every episode Nick asks his guest two questions:

  1. What book or person has influenced you the most in the past year?
  2. If you could leave a note to all the Customer Service and CX professionals, what would it say?

You can find all the podcast guests’ answers under their episodes below.

If all you want is the guests’ book recommendations, you can go here.

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