Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.
Next in Queue
Claim This Podcastby Rob Dwyer
5.0(3 reviews)
217 episodes
Updated Daily
Accepts GuestsHas Sponsors
77
Podcast Authority
BetaGoodBased on show quality, social media presence, reviews, charts, and more
Quality96
Social0
YouTube76
Engagement68
Podcast Overview
Hosted by Rob Dwyer, Next in Queue features Customer Experience, Contact Center, Customer Support, Customer Success, Training, Leadership, and Technology experts and practitioners from around the globe. From CEOs to the frontlines, there are lessons and insights in every episode.
Language
🇺🇲
Publishing Since
9/17/2021
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77
Podcast Authority
BetaGoodBased on show quality, social media presence, reviews, charts, and more
Quality96
Social0
YouTube76
Engagement68
10
Excellent Areas
0
Good Performance
9
Growth Opportunities
excellent
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Every 7 days
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poor
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Recent Episodes
May 1, 2026
Put Me In Coach featuring Jeff Toister
<p>Many rock musicians have been honored as inductees to the Rock and Roll Hall of Fame. But John Fogerty’s 1985 hit, Centerfield, got him honored by the National Baseball Hall of Fame. Today, it’s a fixture at the Baseball Hall of Fame in Cooperstown, New York, and just about every ballpark across the country. Baseball and its heroes have been mythologized as a deeply American tradition. But like anything else, it has evolved with technology, even so far as to use an Automated Ball-Strike (ABS) Challenge System in the Major Leagues as of 2026. While technology is continually being introduced in sports, humans are still at the center of the action.</p><p>Sports are hardly the only domain where technology has continued to drive change. Customer Service interactions have long evolved as new technologies have been introduced to contact centers. AI “bots” or Virtual Agents are simply the next evolution. But humans should still be at the center of the action, says Jeff Toister. Jeff’s authored five books on Customer Service and this year, he was inducted into the ICMI Hall of Fame. This week, we discuss: </p><p>• The Human Element in Customer Service• The Impact of Greetings on Customer Experience• AI in Customer Service: Opportunities and Concerns• The Evolution of AI and Human Interaction• Creating Human Connections in Customer Service• The Role of AI in Routine Transactions• Skills Unique to Humans in Customer Service• The Future of AI and Human CollaborationConnect with Jeff on LinkedIn - https://linkedin.com/in/jefftoister </p><p>Jeff Toister's Website - https://toistersolutions.com/ </p><p>Human Service Book - https://humanservicebook.com/ </p><p>Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/</p>
March 13, 2026
Let’s Get It On featuring Aileen Day
<p>Employing a stark departure from the bland, clinical approach previous manuals had taken, Alex Comfort’s 1972 book, The Joy of Sex, took the world by storm. The illustrated manual spent over a year in the top five of the New York Times Best Seller list. It was an entirely different and liberating approach to the intimate relationships that are part of the human experience. The following year, Motown soul legend, Marvin Gaye, released the #1 single, Let’s Get It On, his own musical plea for sexual liberation. </p><p>The Joy of CEHX, that’s C for Customer, E for Employee, H for Human, and X for eXperience, is a different kind of plea for liberation. Aileen Day has written a book that also employs a stark departure from the bland, clinical approach previous CX manuals have taken. She joins Next in Queue this week to discuss:</p><p>• The Joy of Sex and Customer Experience• The Human Experience in Business• Trust and Brand Loyalty• The Dynamics of Retail and Manufacturing• Online Dating and Authenticity• The Importance of Honest Feedback• An Exercise in Trust • XM Global Collaborative and Future EndeavorsConnect with Aileen on LinkedIn – https://www.linkedin.com/in/aileen-day-1800valued/ </p><p>The Joy of CEHX – https://aileenday.com.au/book/ </p><p>XM Global Collaborative – https://www.xmgc.org/ </p><p>Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/</p>
February 27, 2026
Leave a Message at the Beep featuring Ty Givens
<p>If I asked you to think of a hit TV show set in Miami during the late 80’s, Miami Vice would likely be the first thing that pops into your head. But lasting longer, bringing in far more awards, and featuring American treasure, Betty White, I would argue the Golden Girls had an even more lasting impact on the world. A sitcom featuring 4 single, older women living together and navigating their “golden years” together was a revelation. Their lived experiences informed how they approached every situation. This scene, featuring Estelle Getty’s character, Sophia, reminds us of a simpler time in technology – when the answering machine was the peak of communication technology in the home.</p><p>Clearly, communication technology has evolved a LOT since then, both in our homes and in contact centers. That evolution in technology requires new skills of contact center leaders, says Ty Givens. She’s experienced this evolution first-hand and today, she guides CX leaders through the challenges that come with a growing business. </p><p>• Technology's Impact on Leadership• The Importance of Data Literacy• B2B vs B2C Customer Understanding• Navigating Customer Experience in Hyper-Growth Companies• Identifying Skill Gaps in Leadership• Strategic Thinking in Rapid Growth Mode• Understanding Vendor Relationships and Contracts• The Future of AI and Human InteractionConnect with Ty on LinkedIn – https://www.linkedin.com/in/tybryantgivens/ </p><p>CX Collective – https://www.cxcollective.com/ </p><p>Music courtesy of Big Red Horse – https://www.facebook.com/bigredhorseband/</p>
217 total episodes available
Recent guests on Next in Queue
Guests from recent episodes — sign up to see every guest that has ever appeared on this show.
Lisa Guzman
Guest
Gina Reilly Coates
Guest
Shmuel Saklad
Guest
Gary Portnoy
Guest
Raymond Stover
Guest
Kevin Zyskowski
Guest
Erica Marois
Guest
Kevin Steele
Guest
Reagan Helms
Guest
Erika Taylor-Beck
Guest
Anders Boulanger
Guest
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Frequently asked questions
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- What is Next in Queue?
- How often does this podcast release new episodes?
This podcast updates daily.
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This podcast is available on 6 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
- Does this podcast accept guests?
Yes, this podcast regularly features guests.
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