Press One Podcast

Press One for Robin Gareiss

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.

Press One for Einat Weiss

In this episode of the Press One Podcast, Steve Clemonds interviews Einat Weiss, the Chief Marketing Officer at NICE. They discuss Einat's journey to becoming a CMO, the importance of storytelling in marketing, and how leadership changes can foster agility within a company. Einat shares her approach to encouraging creativity within her team and navigating the evolving landscape of AI in marketing. The conversation also touches on the upcoming Interactions event and concludes with personal insights from Einat. Steve also shares personal anecdotes and insights into customer experience, highlighting the innovative strategies of the Savannah Bananas in transforming baseball into a captivating entertainment experience. He also discusses a recent miscommunication regarding AI by the U.S. Secretary of Education, emphasizing the importance of awareness in leadership roles. 

Press One for Jeremy Markey

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.

Press One for Paola Doebel

In this episode of the Press One Podcast, Steve Clemonds interviews Paola M. Doebel, who shares her career journey, insights on technology's role in customer experience, and the importance of being easy to do business with. They discuss the challenges in customer experience, the significance of consumer centricity, and how NICE is evolving to meet client needs. Paola also reflects on her leadership philosophy and the importance of change management in executing strategies effectively. In this engaging conversation, Paola and Steve delve into the intricacies of change management, the essence of leadership, and the journey of aspiring leaders. Paola shares her insights on navigating the emotional phases of change, the importance of being a supportive leader, and the sacrifices that come with leadership roles. She emphasizes the need for continuous learning and humility, while also sharing personal anecdotes that highlight the challenges and rewards of leadership. The discussion culminates in Paola's vision for her team, aiming to be recognized as a formidable force in the market.
Steve also shares personal updates, including officiating a wedding and attending a keynote speech by a former guest. He discusses insights from an Accenture study on customer experience, emphasizing the importance of technology in enhancing customer interactions. The conversation also touches on recent political gaffes, highlighting human nature and the need for accountability. 

Press One for Charlotte and Amelia

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.

Press One for Chris Irwin-Dudek

In this episode of the Press One podcast, host Steve Clemonds welcomes Chris Irwin-Dudek, who shares insights about his journey, the importance of emotional leadership, and the role of relationships in business success. They discuss the significance of events in the CCaaS world, how to align passion with daily work, and the power of collaboration. Chris emphasizes the need to plant your flag and take action, while also reflecting on personal branding and the importance of being authentic. The conversation wraps up with light-hearted moments about favorite television shows and a call to action for listeners.

Press One for Sean Huberty

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. 

Press One for Dave Dyson

In this episode of the Press One podcast, host Steve Clemonds welcomes Dave Dyson, founder of Eclipse Telecom. The conversation begins with light-hearted sports banter about their favorite NFL teams, the Bills and the Chiefs. As the discussion progresses, Dyson shares his insights on entrepreneurship, emphasizing the challenges and misconceptions surrounding it. He recounts his journey to founding Eclipse Telecom, highlighting the importance of common sense in customer experience and the need for businesses to adapt to changing client expectations. Dyson concludes with predictions about the future of customer experience, stressing that companies must prioritize ease and efficiency to succeed in a competitive landscape. In this engaging conversation, Steve Clemonds and Dave Dyson explore the evolving landscape of customer experience (CX) and the critical role of AI in shaping business practices. They discuss the necessity of perpetual optimization in CX, the challenges and ethical considerations surrounding AI implementation, and the importance of consultative approaches in technology solutions. Dave shares personal reflections on wins in life and business, and concludes with bold predictions for the future, emphasizing the transformative potential of technology. 
Steve reflects on his recent experiences, including a disappointing Super Bowl and a nostalgic return to the University of Illinois. He draws parallels between these experiences and customer service, emphasizing the importance of attention to detail in creating memorable moments. Clemonds also critiques a major airline for their late entry into customer experience initiatives.

Press One for Blair Pleasant

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.

Press One for Elizabeth Tobey

In this episode of the Press One podcast, host Steve Clemonds welcomes Elizabeth Tobey, VP of Marketing at NICE, to discuss her career journey, the importance of change management in AI adoption, and strategies for workforce augmentation. They explore the current AI hype cycle, the build vs. buy debate in technology solutions, and share personal anecdotes and insights. The conversation highlights the need for organizations to adapt to rapidly changing technology while ensuring employee engagement and understanding.
Steve also reflects on his recent experiences at the NICE annual sales kickoff in Las Vegas. He shares insights about the energy and engagement of the new leadership team, the value of networking and learning from colleagues, and the challenges he faced with health issues following the event.