Steven believes in a bright future where companies play the long-term game with their customers. His passion is spreading ideas about the future of customer experience. Steven believes in the combination of common sense, new technologies, an empathic human touch, playing the long-term game and taking your social responsibility to win the hearts and business of customers over and over again.

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Today’s guest is Kami Testa, Guest Experience Program Director of the Phoenix Suns and Phoenix Mercury. Kevin Gober and Kami dive into how to drive change in your organization, the process of hiring a large team of employees all at once, training your staff, and how mindsets impact actions.

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Jonathan Daniels, Co-Founder and Director of CX Brussels, joins us on today’s episode as we go over the various steps of the “ICON Process” from his book The Customer Experience Playbook. Consisting of Initiate, Co-Create, Operationalize, and Nourish, David and Jonathan breakdown a customer experience transformation to its core and show how these fundamental CX

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David Millay and Kevin Gober are back with another Jam Session as they discuss ways to create your own value and finding ways to bring that value to your organization. With Covid changing the working environment and structure, David and KG get into adapting your skillset to fit in any situation and learning universal ways

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This week’s episode is another jam session with Kevin Gober, and we’re joined by Jesse Cole. Jesse is the owner of the Savannah Bananas and Fans First Entertainment. He’s one of the most innovative sports execs in the industry, and his insights from running his baseball team will inspire you to try some of your own experiments.

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We’re stretching outside our world of sports business to learn from the business of hip-hop. Our guest, Dan Runcie, is the founder of Trapital, the home for the business of hip-hop.

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In today’s episode, David and Kevin talk with Drew Berst about the combination of digital and physical experiences and how to infuse that in your customer experience. How will stadiums utilize their space going forward? With many stadiums transforming and restructuring their format, how can you maintain the culture and tradition while also keeping with

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Our guest today is Brandon Steiner and he’s been in the sports marketing business longer than I’ve been alive. Literally. Brandon was the founder and former CEO of Steiner Sports, which is now owned by Fanatics. The biggest themes of the episode really revolve around entrepreneurship and how sports and entertainment organizations can ultimately become more entrepreneurial, which is incredibly important right now in this time of the pandemic where everybody’s reinventing. And innovation is key. Brandon is in his sixties now, and starting a second career.

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In the second episode of our new format with Kevin Gober, Kevin and David get into the importance of leadership and structure that top-level executives need to be taking during the ever-adapting covid and digital age.  With an overarching framework of leaders establishing, operationalizing, and sustaining the values and vision by which organizations thrive, David

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Kevin Gober, the Senior Director of Arena Employee Experience and Learning & Development for the Atlanta Hawks, joined us for today’s episode. For context, we recorded this episode on November 1, before the US election. We got tons of positive feedback on the episode we did earlier this year with Kevin, so we brought KG

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Our guest for this session is Jared Spataro, Corporate Vice President at Microsoft. Jared oversees Microsoft 365, including Microsoft Teams, as well as the company’s focus on Modern Work.  Obviously, the different elements of Microsoft 365 are deeply embedded in all of our daily work, from Outlook to Word, Excel, PowerPoint, Teams, and more. His

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How might we rethink the benefits and perks we provide for employees in sports & entertainment and live events? Can we provide perks and benefits that actually boost productivity and health?

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Rick sits down with Stephanie Stuckey, CEO of Stuckey’s Corporation, to talk about how she is rebuilding her family’s beloved and classic brand. Rick takes a walk down memory lane that leads to The SoapBox and shares another great place to eat On The Road With Rick.

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Today’s episode is a little different than usual. This episode is the edited audio from one of our Fireside Chats, something that our invite-only community has access too. Our subject matter experts for the chat were Brad Wurthman, Senior Associate Athletics Director for External Operations at Virginia Tech and Chris Grosse, Assistant Athletics Director for Marketing at Penn State

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Rick returns to continue the discussion on creating more revenues. He invites his pal Chris Filardi on to share stories about his time as the VP of Marketing at Werner Ladders and to delve into his current role as Head Of Outdoor Sports Division at Fishbait Marketing. Rick climbs back on “The Soapbox” for further

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Rick invites his pal Vince Thompson back to the bridge to discuss his new book “Build Brand YoU” the two talk how MELT Sports has piloted during this time and all of the silver linings that come with that. And as always we get back on ‘The SoapBox’ and find another great place to eat

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Jim Host (Author of Changing The Game) returns to the show to remember the life and legacy of Tom Jernstedt. Rick and Jim discuss Tom’s vast influence on the world of College Basketball and as always we find another great place to eat ‘On The Road With Rick’ and hear a fresh perspective from ‘The Soapbox’.

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Joining us today is Scott Carr, the Deputy Athletics Director of UCF, Scott Carr. In his daily responsibilities, Scott has oversight of all external units, including Brand Advancement, Strategic Communications and Video Services, as well as being heavily involved in revenue generation. And he does it for one of the innovative, creative, organizations in college

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Today’s show is all about Collaboration. The Captain chats with Chappel McCollister, Sr. VP of Strategic Partnerships at Paradigm Music Talent Agency. Rick outlines his 6 Cs for winning new business, gets back up on “The Soapbox” and shares another great place to eat “On The Road with Rick”.

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Our guest today is Brian Betts, a 22+ year Disney Cast member and former executive. By trade, Brian is an industrial engineer, so this episode is going to have an analytical and methodical approach towards improving customer experience. In his career at Disney, Brian did everything from helping launch Disney Cruise Line and Disney’s Fast

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