S4e11 The Everything Matters Edition with Lee Cockerell

James chats with Lee Cockerell, retired Executive Vice President of Operations for the Walt Disney World® Resort. Growing up in Oklahoma, Lee attended Oklahoma State University for two years before joining in the United States Army.


His career includes eight years with Hilton Hotels, seventeen years with Marriott International and sixteen years with The Walt Disney Company. Lee Joined Disney in 1990 as Director of Food and Beverage, Quality Assurance and Vice President of the hotel division for Disneyland Paris.


In 1993 Lee became the Senior Vice President of the hotel division at the Walt Disney World® Resort in Florida and in 1997 was promoted to Executive Vice President of Operations for all of Walt Disney World Operations, serving in that position for ten years before retiring to start his own business, Lee Cockerell, LLC., a training and development company and authoring 6 books on leadership, management and world class customer service.


S4e10 The Plaid Suits and Know Your Customer Better Than Your Competitors Edition with Jay Baer

James chats with Jay Baer one of the world’s most inspirational customer experience and marketing experts and advisors. Jay helps businesses clone their customers. A seventh generation entrepreneur, he’s written six best selling books and founded five multi million dollar companies. He is one of the world’s top 30 global gurus in customer service and online marketing and is a Hall of Fame keynote speaker.


He has helped many of the world’s iconic brands, people like United Nations, Oracle, Hilton, US Bank exceed their customers expectations. He’s a lover of plaid suits. He’s a licensed tequila consultant and a certified barbecue judge.

S4e9 The People Before Profits Edition with Annette Franz

James chats with Annette Franz who has over 30 years in the customer experience profession and is founder and CEO of CX Journey Inc.


Annette is an internationally recognised customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business) and Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.


She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

S4e8 The Getting Online Customer Service Right Edition with Mat Patterson

James chats with Mat Patterson who began his career as a web designer, in the days when every web page had a grey background.


He worked as an in house designer for companies including the Australian Stock Exchange and Booking.com, and did freelance web design for companies in Australia and the UK.

S4e7 The Learning from Nordstrom Edition with Robert Spector

James chats with Robert Spector is an international keynote speaker, thought leader, and author of the business classic THE NORDSTROM WAY: The Inside Story of America’s Number One Customer Service Company.


Robert has contributed articles to many publications, including The New York Times, The Wall Street Journal, Sports Illustrated, Women’s Wear Daily, Details, and National Lampoon. He has been a guest expert on national and local television, radio and podcasts, and is quoted in publications throughout the world.

S4e6 The Customer Emotional Connection Edition with John Patterson

James chats with John Patterson, founder and President of Progressive Insights a member of the Chip Bell Group. He has over 30 years of executive leadership experience in the hospitality, business services, real estate and financial services industries.


He is the co-author of three books with Chip Bell including the award winning international best seller Wired and Dangerous; How Customers Have Changed and What to do About It. His articles have appeared in Customer Relationship Management, Incentive Magazine, SBusiness, Quality Digest, Customer Service Excellence, M World, Sales and Service Excellence, and Leadership Excellence. He has appeared live on ABC News and Fox Business.

S4e5 The Ridiculously Easy to Do Business With Edition with David Avrin

James chats with David Avrin one of the most in-demand Customer Experience speakers and consultants in the world today.


David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.

S4e4 The Selling Peace of Mind Edition with Derek Rodgers

James chats with Derek Rodgers, Managing Partner of solicitors firm Gardner Leader LLP since 2011.


In that time it has grown from 70 people in two offices in West Berkshire to 180 people across six offices from Swindon to London. A corporate and employment lawyer by background, Derek now focuses solely on managing the business, which has an employee net promoter score of +70.

S4e3 The Owning The Experience Edition with Joseph Michelli

James chats with Joseph Michelli, a certified customer experience professional and the author of 10 business books about companies like the Ritz Carlton Hotel Company, Mercedes Benz, Starbucks, Zappos, and Airbnb.


In addition to being a Wall Street Journal and New York Times bestselling author, he helps leaders and frontline team members improve the experiences they provide to colleagues and customers. He’s also an internationally sought after keynote speaker on leadership and human experience design.

S4e2 The Service Culture, Vision, and Commitment Edition Jeff Toister

James chats with Jeff Toister who’s first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service.

Today, he guides organisations that want to build and grow a customer-focused culture.


Jeff is the best selling author of four books, including The Service Culture Handbook. Over one million people have taken one of his LinkedIn Learning training courses and he is a keynote speaker ranked as one of the top customer service professionals in the world by Global Gurus.