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Taxes, Voting, Recycling—oh my! After navigating this jungle of grown-up responsibilities together, we're taking a quick summer breather to recharge our adulting batteries. But before we temporarily hang up our responsible pants, join us for this special episode packed with our favorite kernels of wisdom from the season so far AND get an exclusive preview of the fresh adulting adventures awaiting you when Grown-Up Stuff returns in late summer! Think of this episode as your adulting victory lap—complete with confetti and zero paperwork required! See omnystudio.com/listener for privacy information.…
92. Customer Experience And Emotional Intelligence: Key Insights and Strategies
Manage episode 455155720 series 3345466
Content provided by InvGate. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by InvGate or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Emotional Intelligence, CX, and Building Community with Luke Jamieson and Michael Mattson
In this episode of Ticket Volume, Matt Beran sits down with CX leaders Luke Jamieson and Michael Mattson to unpack the evolving roles of emotional intelligence and community-building in Customer and Employee Experience. From practical advice for fostering employee engagement to the game-changing impact of tools like AI and observability, this episode delivers actionable insights for modern leaders.
Here’s a sneak peek:
1. Why emotional intelligence is the backbone of CX and EX.
2. The difference between employee engagement and experience (and why it matters).
3. How community-driven projects like Twenty20ish redefine networking.
4. Leveraging AI and Journey AI for better CX strategies.
5. Tips for newcomers starting out in CX and service roles.
Tune in to explore how emotional intelligence and technology can transform the way we work and connect. Don’t miss it!
112 episodes
ShareManage episode 455155720 series 3345466
Content provided by InvGate. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by InvGate or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Emotional Intelligence, CX, and Building Community with Luke Jamieson and Michael Mattson
In this episode of Ticket Volume, Matt Beran sits down with CX leaders Luke Jamieson and Michael Mattson to unpack the evolving roles of emotional intelligence and community-building in Customer and Employee Experience. From practical advice for fostering employee engagement to the game-changing impact of tools like AI and observability, this episode delivers actionable insights for modern leaders.
Here’s a sneak peek:
1. Why emotional intelligence is the backbone of CX and EX.
2. The difference between employee engagement and experience (and why it matters).
3. How community-driven projects like Twenty20ish redefine networking.
4. Leveraging AI and Journey AI for better CX strategies.
5. Tips for newcomers starting out in CX and service roles.
Tune in to explore how emotional intelligence and technology can transform the way we work and connect. Don’t miss it!
112 episodes
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Ticket Volume - IT Podcast
1 100. Ticket Volume hits 100 episodes and shares 5 takeaways from the road so far 16:46
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Play Later Play Later Lists Like LikedIn this special 100th episode of Ticket Volume – IT Podcast, we flip the script. Instead of interviewing a guest, host and InvGate Product Specialist Matt Beran takes a moment to reflect on the journey so far — what the podcast has meant to him, how it’s changed his perspective on IT, and the five biggest lessons he’s learned from over 100 conversations with industry leaders. He also revisits standout episodes that surprised him, challenged him, or simply stuck with him — from mental health to experience management to change enablement. Here’s a sneak peek: 1. Why complexity is unavoidable — and that’s okay. The value of sitting with a problem instead of rushing to fix it. How unexpected ideas can lead to breakthrough change. Why your network might be your biggest asset. A reminder that people are the heart of all tech. Whether you’ve been with us since episode one or just tuned in recently, this one’s for you. Thanks for being part of the Ticket Volume community! Don’t forget to like, subscribe, and share your thoughts — we’d love to hear from you.…
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Ticket Volume - IT Podcast
1 99. Designing IT Services That Build Trust: Georgina Otubela on Service Design & Incident Management 30:36
30:36 Play Later Play Later Lists Like Liked30:36
Play Later Play Later Lists Like LikedIn this episode of Ticket Volume – IT Podcast, Matt Beran is joined by Georgina Otubela, Service Delivery Manager at Vita Bank, to dive deep into service design, incident management, and the role of trust in IT services. Gabriela shares her insights on how IT teams can build strong relationships with users, respond effectively to incidents, and balance automation with human interaction to create better service experiences. Here’s a sneak peek: 1. Why trust is the foundation of great IT services. 2. How to improve incident management by focusing on communication. 3. The role of automation in freeing up IT teams—and when not to use it. 4. Why transparency and accountability are key to service recovery. 5. How to recognize when you’ve designed a truly great IT service. Tune in for an insightful conversation packed with real-world advice for IT professionals looking to enhance their service management approach. Don’t forget to like, subscribe, and share your thoughts in the comments! #ServiceManagement #ITSM #IncidentManagement #Automation #ITLeadership #ITServiceDesign #CustomerExperience #ITTrust #TicketVolume #Podcast…
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Ticket Volume - IT Podcast
1 98. IT Recycling done right: Alicia Syx on secure & sustainable ITAD 29:00
29:00 Play Later Play Later Lists Like Liked29:00
Play Later Play Later Lists Like LikedIn this episode of Ticket Volume – IT Podcast, Matt Beran sits down with Alicia Syx, IT Asset Disposition (ITAD) expert at Sycamore International, to expose the hidden risks and overlooked opportunities in IT recycling. From data security failures to unexpected financial benefits, Alicia reveals what most companies get wrong about disposing of their old tech—and how to fix it. Here’s a sneak peek: 1. The shocking reality of IT asset graveyards and untracked tech. 2. Why ""wiping a hard drive"" isn’t enough to keep your data safe. 3. The certifications that separate responsible IT recycling from risky disposal. 4. How companies can turn old tech into cash instead of paying to get rid of it. 5. The environmental impact of short-lived devices (and what to do about it). If your company still handles IT disposal like an afterthought, this episode will change your perspective. Listen now to learn how to protect your data, save money, and make IT recycling work for you! Don’t forget to like, subscribe, and share your thoughts in the comments! How does your organization handle IT recycling? #ITRecycling #ITAD #DataSecurity #TechDisposal #Ewaste #SustainableIT #ITAssetManagement #SecureIT #TicketVolume #Podcast…
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Ticket Volume - IT Podcast
1 97. What Organizational Governance Really is: Insights From Valence Howden 26:53
26:53 Play Later Play Later Lists Like Liked26:53
Play Later Play Later Lists Like LikedGovernance—it’s a term we hear all the time in IT and business, but do we really understand it? In this episode of Ticket Volume – IT Podcast, Matt Beran sits down with Valence Howden, Advisory Fellow at InfoTech Research Group, to break down governance, its misconceptions, and how it can truly enable organizations instead of holding them back. Here’s a sneak peek: 1. What governance really means (hint: it’s not just bureaucracy). 2. How to spot healthy vs. unhealthy governance in your organization. 3. Why governance should be an enabler, not a roadblock to change. 4. The role of governance in IT teams, Change Management, and risk mitigation. 5. How to fix broken governance and make it work for your business. If governance has ever felt like a frustrating set of rules instead of a strategic advantage, this conversation is for you. Tune in now to rethink how governance impacts IT, decision-making, and organizational success! Don’t forget to like, subscribe, and share your thoughts in the comments! Have you experienced great (or terrible) governance in your organization? Let’s discuss! #OrganizationalGovernance #ITGovernance #ITLeadership #GovernanceFramework #ChangeManagement #DigitalTransformation #TicketVolume #Podcast…
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Ticket Volume - IT Podcast
1 96. The Power of SLAs: Linda Lenox on Bridging Business and IT Through Meaningful Metrics 32:43
32:43 Play Later Play Later Lists Like Liked32:43
Play Later Play Later Lists Like LikedIn this episode of Ticket Volume, Matt Beran welcomes Linda Lenox, a Service Management expert with decades of experience transforming IT operations. Together, they dive into the art and science of crafting meaningful Service Level Agreements (SLAs) that align with business objectives, foster collaboration, and empower service desk teams. From overcoming the fear of SLAs to leveraging them as tools for continuous improvement, Linda shares actionable insights and real-world examples to inspire IT leaders. Here’s a sneak peek: 1. Why SLAs shouldn’t be a “stick” for service desk agents. 2. The importance of starting SLA discussions with current metrics. 3. How SLAs can bridge the gap between IT and the business. 4. Tips for balancing metrics like first call resolution and call times. 5. Using SLAs as a tool for service improvement, not just measurement. Tune in for an engaging conversation packed with practical advice for IT pros, service management leaders, and anyone striving to make SLAs a business enabler. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!…
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Ticket Volume - IT Podcast
1 95. The Road to Zero Incidents: John Gordon on Preventative Incident Management 37:40
37:40 Play Later Play Later Lists Like Liked37:40
Play Later Play Later Lists Like LikedIn this episode of Ticket Volume, Matt Beran sits down with John Gordon, Senior VP of HP Managed Solutions Division, to explore how preventative Incident Management is reshaping IT operations. With a vision for zero-incident environments, John shares strategies to move from reactive problem-solving to proactive prevention, helping IT teams reduce downtime and improve user satisfaction. Here’s a sneak peek: 1. Why zero incidents should be every IT team’s goal. 2. The role of telemetry and automation in proactive IT operations. 3. How redefining SLAs can drive a preventative mindset. 4. The challenge of measuring hidden ROI—and why it’s worth it. 5. Lessons from HP’s success with preventative strategies. Tune in to learn how preventative Incident Management can transform your IT approach and hear actionable advice from one of the industry’s leading voices. Don’t forget to like, subscribe, and share your thoughts in the comments!…
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Ticket Volume - IT Podcast
1 94. Optimizing Service Management for higher education: Insights with Vicki Rogers 31:17
31:17 Play Later Play Later Lists Like Liked31:17
Play Later Play Later Lists Like LikedOptimizing Service Management in higher education with Vicki Rogers In this episode of Ticket Volume, Matt Beran sits down with Vicki Rogers, Director of Service Management at Georgia Tech, to explore the unique challenges and opportunities of service management in higher education. From fostering a community of practice across 26 institutions to leveraging data for driving change, Vicki shares her journey of collaboration, leadership, and people-first strategies. Here’s a sneak peek: 1. How to build a grassroots network for IT collaboration. 2. The importance of data in advocating for IT improvements. 3. Balancing diverse stakeholder needs in higher education IT. 4. Strategies for smaller institutions with limited resources. 5. Why humility and relationships are key to driving organizational change. Tune in for an inspiring conversation packed with actionable insights for IT leaders and service management pros. Don’t forget to like, subscribe, and share your thoughts—we’d love to hear from you!…
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Ticket Volume - IT Podcast
1 93. IT Service Management Trends For 2025: Insights from Rob, Claire, and Mark 1:05:15
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Play Later Play Later Lists Like LikedIn this episode of Ticket Volume, Matt Beran reunites with ITSM legends Rob England, Claire Agutter, and Mark Smalley to explore how 2024 shaped IT Service Management and what trends will define the years ahead. This dynamic conversation revisits last year’s predictions, reflects on the year’s pivotal events, and delves into the evolving landscape of Service Management. Here’s a sneak peek: 1. Why the open-source model faced challenges in 2024—and what it means for IT teams. 2. How AI is transforming workflows and becoming an integral part of ITSM. 3. The rise of niche professional communities and the shifting role of platforms like LinkedIn. 4. Cybersecurity wake-up calls and strategies for securing IT supply chains. 5. Predictions for 2025, including human-centric ITSM, sustainability, and adaptive frameworks. Join us for a thought-provoking discussion packed with insights, advice, and a few philosophical gems from three of ITSM’s brightest minds. Whether you’re an IT pro or just curious about the future of Service Management, this episode is a must-watch! Don’t forget to like, subscribe, and share your take on the trends shaping ITSM in the comments below!…
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Ticket Volume - IT Podcast
1 92. Customer Experience And Emotional Intelligence: Key Insights and Strategies 42:16
42:16 Play Later Play Later Lists Like Liked42:16
Play Later Play Later Lists Like LikedEmotional Intelligence, CX, and Building Community with Luke Jamieson and Michael Mattson In this episode of Ticket Volume, Matt Beran sits down with CX leaders Luke Jamieson and Michael Mattson to unpack the evolving roles of emotional intelligence and community-building in Customer and Employee Experience. From practical advice for fostering employee engagement to the game-changing impact of tools like AI and observability, this episode delivers actionable insights for modern leaders. Here’s a sneak peek: 1. Why emotional intelligence is the backbone of CX and EX. 2. The difference between employee engagement and experience (and why it matters). 3. How community-driven projects like Twenty20ish redefine networking. 4. Leveraging AI and Journey AI for better CX strategies. 5. Tips for newcomers starting out in CX and service roles. Tune in to explore how emotional intelligence and technology can transform the way we work and connect. Don’t miss it!…
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Ticket Volume - IT Podcast
1 91. The Future of AI in IT: Insights from InvGate CEO Ariel Gesto 27:46
27:46 Play Later Play Later Lists Like Liked27:46
Play Later Play Later Lists Like LikedAI, Leadership, and the Future of Service Management with Ariel Gesto. In this episode of Ticket Volume, Matt Beran sits down with Ariel Gesto, CEO and co-founder of InvGate, to explore the game-changing (and sometimes intimidating) role of AI in IT and business. From cutting through the hype to discussing how AI can truly enhance Service Management, Ariel shares invaluable insights on staying grounded while leading innovation. You’ll also hear his inspiring story of building InvGate from Buenos Aires into a global leader—and how passion and purpose drive his every decision.Here’s what’s inside: 1. Why fear of AI is holding businesses back. 2. How InvGate’s AI service layer delivers real value (without replacing people!). 3. The right way to adopt AI while maintaining governance and data integrity. 4. Ariel’s journey as a founder—and his advice for future entrepreneurs. 5. Why simplifying workflows can change lives for IT teams. If you’re curious about where AI fits in IT Service Management or want to hear what it takes to lead a global company, this episode is a must-watch! Don’t forget to like, subscribe, and share your thoughts in the comments. We’d love to hear your take on AI and the future of IT! --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link . Your input will shape our 2025 content! 🎙️✨…
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Ticket Volume - IT Podcast
1 90. Building a Service Management Office: Lessons from JAMF's Journey on Ticket Volume Podcast 32:32
32:32 Play Later Play Later Lists Like Liked32:32
Play Later Play Later Lists Like LikedIn this episode of Ticket Volume, Matt Beran reconnects with the team behind JAMF’s Service Management Office (SMO) to explore their journey and success stories! Featuring insights from Melissa Dunham, Senior Director of IT Support and Services, along with Kyle Carlson and Minta Wahlers, this conversation sheds light on the practical steps and challenges involved in building a thriving SMO. Here’s a quick sneak peek: 1. How Knowledge Management boosts collaboration and efficiency. 2. Building trust and buy-in through thoughtful Change Management. 3. The essential distinctions between Release and Change Management. 4. Transforming IT Asset Management into a foundational practice. 5. The power of Organizational Change Management for smooth transitions. Tune in for an inspiring look into JAMF’s SMO and learn valuable strategies to support your own ITSM initiatives. --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link . Your input will shape our 2025 content! 🎙️✨…
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Ticket Volume - IT Podcast
1 89. Rethinking ITSM: Ken Gonzalez on Organizational Capabilities, Customer-Centricity and Growth 37:54
37:54 Play Later Play Later Lists Like Liked37:54
Play Later Play Later Lists Like LikedJoin us as we dive into the latest Ticket Volume - IT podcast episode with the insightful Kenneth "Kengon" Gonzalez! This time, Kenneth, a former Gartner analyst and industry advisor, shares why focusing on organizational capabilities (not just tools!) is the future of IT Service Management and business growth. If you’ve ever wondered if ITSM is dead, or why Gartner retired its famous Magic Quadrant, this is for you! Get ready for some bold perspectives and a reimagined approach to customer success and organizational improvement. Here’s a quick sneak peek: 1. Why ITSM tools are losing their edge. 2. The power of organizational capabilities for real impact. 3. Moving from SLAs to XLAs for customer experience that matters. 4. Why maturity models might be holding you back. 5. The surprising reason Gartner retired the Magic Quadrant. Don't miss out on this refreshing look at ITSM and organizational evolution with Kenneth Gonzalez --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link . Your input will shape our 2025 content! 🎙️✨…
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Ticket Volume - IT Podcast
1 88. Are Rigid Processes Hurting Service Management? Insights on Flexibility with Shane Carlson 40:11
40:11 Play Later Play Later Lists Like Liked40:11
Play Later Play Later Lists Like LikedIn this episode of Ticket Volume, Matt Beran chats with Shane Carlson, Director of Global Presales Strategic Services at Airtable, about the evolution of Service Management processes. They explore how rigid processes can hold teams back, the shift to more flexible patterns, and the impact of technology on modern workflows. Discover how agility and outcome-focused strategies are transforming Service Management. --- Share your feedback! Help us improve Ticket Volume by taking our quick year-end survey at this link . Your input will shape our 2025 content! 🎙️✨…
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Ticket Volume - IT Podcast
1 87. Exploring Mental Health in Tech: Insights with Dr. Torres, Aileen Day, and Emily Hubbard 50:00
50:00 Play Later Play Later Lists Like Liked50:00
Play Later Play Later Lists Like LikedIn this episode of Ticket Volume, host Matt Beran dives into the crucial topic of technology and mental health. Joined by experts Dr. Erika Torres, Aileen Day, and Emily Hubbard, they explore the challenges tech professionals face, from empathy fatigue to communication breakdowns. Discover actionable insights on how to build healthier, more empathetic workplaces, the importance of soft skills, and the systemic changes needed to support mental well-being in tech. Don’t miss this enlightening conversation about the intersection of technology and mental health!…
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Ticket Volume - IT Podcast
1 86. Is the IT Job Market in Crisis? Insights and Tips with David Lowe & Stephanie Lundberg 52:45
52:45 Play Later Play Later Lists Like Liked52:45
Play Later Play Later Lists Like LikedIs the IT job market strong or in crisis? Where should you search for jobs? How do you land interviews and stand out? These are the main questions we tackle in this episode of Ticket Volume. Join host Matt Beran as he dives into the IT job market with experts David Lowe and Stephanie Lundberg. They explore current trends, challenges, and strategies for navigating the job landscape. Don't miss out on their valuable insights! Comment and subscribe to stay connected with us at InvGate. Let’s keep the conversation going!…
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Show notes are at https://stevelitchfield.com/sshow/chat.html
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The Talk Show With John Gruber
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The Talk Show With John Gruber
Daring Fireball / John Gruber
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continue reading
WSJ’s Bold Names brings you conversations with the leaders of the bold-named companies featured in the pages of The Wall Street Journal. Hosts Tim Higgins and Christopher Mims speak to CEOs and business leaders in interviews that challenge conventional wisdom and take you inside the decisions being made in the C-suite and beyond.
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continue reading
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…
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Download This Show is your weekly guide to the world of media, culture, and technology. From social media to gadgets, streaming services to privacy issues. Each week Rae Johnston and guests take a fun, deep dive into how technology is reshaping our lives.
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Three nerds discussing tech, Apple, programming, and loosely related matters.
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