Today’s episode is all about our frustration with customer service… which by anyone’s standards is getting worse and worse! You experience it every time you encounter a phone tree, interact with a chatbot, or deal with increasingly longer hold times. The truly shocking fact, the apparent ineptitude of most customer service departments is by design. Really, no Really!

Jason and Peter had to find out the reason a company would intentionally offer unsatisfactory customer service and became even more bemused when they realized that A.I. is going to impact the entire sector. That’s why they sought out Amas Tenumah, a customer service expert and technologist who has advised DirecTV, Fastly, Wendy's, Teleflora, and Coca-Cola. His work has been featured on NPR, Forbes, The Huffington Post, Entrepreneur, and other business journals.

IN THIS EPISODE:

• Poor customer care is part of the design!
• Amas’ secret trick to navigating customer service.
• How companies treat customer service employees: bathroom time tabulated, tethered to headsets, ridiculous scripts, terrible pay, and worse!
• Part of the customer service problem… YOU, the consumer!
• Every Call Center has one: the profanity policy.
• Correlating CEO tenure and inferior customer service.
• Can AI and technology improve people’s customer service experience?
• Peter’s “million-dollar idea” to revolutionize customer care.
• The growing number of companies that have terminated ALL phone interaction with customers.
• When chatbots go rogue!
• Why Amas almost got his hand cut off. Really!
• Google-heim: The Oldest continuously operating company in the world must have the best customer service, right? You will be shocked to learn how long these folks have been in business.

***

FOLLOW AMAS:

Website: AmasTenumah.com

Instagram: @AmasTenumah

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Dr. Robert Sapolsky a MacArthur Foundation “genius” grant winner and professor of biology and neurology at Stanford University has rankled the scientific and philosophic communities by arguing one simple point: There is no free will! We only THINK we’re making our own decisions. Really, no really!

When Jason and Peter heard this, they realized that they had absolutely no choice but to contact Dr. Sapolsky so they could get him to explain his thesis…in a simplistic way…that even they could understand. And he did!

Dr. Robert Sapolsky is a research associate with the Institute of Primate Research at the National Museum of Kenya, and the author of: Why Zebras Don't Get Ulcers, A Primate's Memoir, The Trouble with Testosterone, Monkeyluv, and his latest is Determined: A Science of Life Without Free Will. He is a regular contributor to Discover.

IN THIS EPISODE:

• Why a 14-year-old Robert Sapolsky concluded there is no free will.
• Misunderstanding what free will is; Dr. Sapolsky provides his definition.
• Determinism verses anti-determinism.
• How our sense of smell can affect our beliefs and choices.
• Thanks mom! How your pregnant mother’s elevated stress levels gave you a 20-fold likelihood of developing an anxiety disorder.
• Minority Report’s “pre-crime” idea is real and being implemented.
• Professor Sapolsky realizes that most philosophers and scientists reject his conclusions.
• Sapolsky says the world becomes more humane when we accept his hypothesis.
• Right, wrong, ethics, morality, compassion – What do we do with those concepts in a world without free will?
• Google-heim: No free will BUT the best things in life are free! (Sort of.)

***

FOLLOW ROBERT:

His latest book: “Determined: A Science of Life Without Free Will”

TikTok: @ aprimatestiktok

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The cannabis available today is much, much stronger than the weed grandma was smoking back in her day and the effects on our brains are much more significant than previously thought. Really, no really! 

Jason and Peter sought out Dr. Ryan Sultan an Assistant Professor of Clinical Psychiatry at Columbia University to understand the underlying reasons for our growing inability to get along but when we had him in studio we also picked his brain relating to his expertise in cannabis. He's also an expert in the areas of anxiety, mood disorders, depression, ADHD, and substance abuse. Ryan graciously agreed to help us understand why Peter has been so edgy lately since he's gone cold turkey off marijuana.

IN THIS EPISODE:

• Peter isn't alone in having a hard time coming off pot.
• Lung cancer, stroke, anxiety, a shrinking brain? The new huge study on long-term cannabis use.
• The effects of long term cannabis consumption.
• What happens to your brain when you stop regular use of pot.
• Cannabis, rebound anxiety + ADHD.
• The reason kids should stay away from pot until at least age 25.

***

FOLLOW DR. SULTAN

He is the director of Integrative Psych, as well as being director of Sultan Lab at Columbia University.

Instagram @rsultanmd

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It’s becoming impossible to ignore the epidemic of public incivility. Tirades in supermarkets, performers pelted with projectiles, drunken movie goers brawling, tantrums on airplanes, and of course, the Oscar slap seen around the world! This can’t all just be coincidence. Social media constantly churns out evidence of this growing trend which begs the question: Which came first, the incivility or the smartphone cameras capturing it all? Really, no really?

Jason and Peter sought out an expert in human behavior to help discover the underlying reasons for our growing inability to get along. And Dr. Ryan Sultan an Assistant Professor of Clinical Psychiatry at Columbia University graciously agreed to help us understand society’s current decline in decency.

IN THIS EPISODE:

• What is “Main Character Syndrome” and is it real?
• Performers who’ve spectacularly called out disrespectful audience members.
• How COVID affected people’s temperament and children’s ability to mature and develop.
• How our reality has been impacted by smart phones, social media, and curated feeds.
• Anger, happiness and the algorithms that feed us.
• The restorative power of interpersonal relationships - can they be replicated online?
• Airplane tantrums, toxic Yelp reviews, prolific road rage, are there common threads instigating these behaviors?
• Is the “Karen phenomenon” new or are we just catching it on camera more?
• Broadway memories – How Jason dealt with onstage outbursts.
• Google-heim: Stemming the tide of incivility using the 4 Agreements.

***

FOLLOW DR. SULTAN

He is the director of Integrative Psych, as well as being director of Sultan Lab at Columbia University.

Instagram @rsultanmd

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Harvard is teaching a course on…Taylor Swift? Yes! Harvard University, the one in Cambridge, Massachusetts has a new course about T-Swizzle whose Eras Tour has earned over 1 billion dollars so far. And whose latest album just broke multiple streaming records within hours of its release. Really, no Really!

Our initial reaction was to poo-poo the Harvard course because we happen to be congenital born poo-poo-ers. But when we investigated the course syllabus, we found it fascinating, and an easy A it’s not.

Jason and Peter have enlisted the talents of Professor Stephanie Burt -who teaches the Taylor Swift course at Harvard - to not only discuss her class, but to also take a closer look at the woman, her music, the music industry she has upended and her rabid fan base, the Swifties.

Professor Stephanie Burt is the Donald and Catherine Loker Professor of English at Harvard University and has published various collections of poetry and a large amount of literary criticism and research. The New York Times has called Professor Burt "one of the most influential poetry critics of her generation".

You’ll also hear how Jason and Peter gave Taylor a job, way back in the day. Really, no Really!

IN THIS EPISODE:

• How Prof. Burt sold Harvard’s Administration on doing a Taylor Swift course.
• Is Taylor Swift just about skewering her x-boyfriends?
• Do you have a Hermeneutic Friendship with Taylor? And what does that even mean?
• Does Taylor use “lects”? And what does that even mean?
• How Swift’s social media consciously builds and deepens community with her fans.
• Taylor Swift’s success: amazing business acumen or smart consultants?
• The songs a Swift novice should listen to first.
• GoogleHEIM: Quiz: Who sung it - Taylor Swift or the Sex Pistols?

***

FOLLOW PROFESSOR BURT:
X: @accommodatingly

BlueSky Social: @notquitehydepark.bsky.social

Podcast: teamupmoves.com

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This episode attempts to answer the question… “Are airlines putting dangerous planes into the sky?” Recently, a Boeing 737 Max 9 had a door plug blow out at 16,000 feet, creating a gaping hole that sucked out, among other things…the shirt off the back of a startled teenager. Really, no Really!

That incident (along with a few others) reminded us of that Netflix documentary exposing the egregious decline of Boeing, a once great American manufacturer. 2023 was considered a travel nightmare for many and 2024 looks to be no better with shortages of air traffic controllers, pilots, and planes.

To enlighten us about the current state of air travel, Jason and Peter invited CNN’s, always entertaining - aviation expert and correspondent- Richard Quest. Richard has interviewed every major airline executive and covered the crashes of Ethiopian Airlines Flight 302, and the disappearance of Malaysia Airlines Flight MH370.

IN THIS EPISODE:

• Aviation’s surprising “Do Not Pair” list!
• Safest seat on the aircraft is…?
• Ailine pilot statistics you hope aren’t true.
• Richard breaks down why Ethiopian Airlines Flight 302 & Lion Air Flight 610 went down and what’s changed.
• Why airlines outsource critical maintenance overseas.
• What happens when a plane depressurizes at 35,000 ft?
• Are pilots being pushed to the breaking point?
• True/False: Water and ice on an airplane are safe to drink?
• Is it possible to be sucked out a broken window?
• “Sully” Sullenberger’s genius!
• Jason’s favorite Seinfeld plane episode.
• GoogleHEIM: How far can a commercial airline glide without engines?

***

FOLLOW RICHARD QUEST:

X @RichardQuest

Quest Means Business, airs weekdays at 3pm ET / 12pm PT on CNN International

Pick up Richard’s book: 'The Vanishing of Flight MH370: The True Story of the Hunt for the Missing Malaysian Plane'

***

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Fame! That mystical quality that often leads young stars to crushing downfalls, addiction, financial ruin, even personal tragedy. So, is it better to become famous later in life, when you hopefully have the wisdom and experience to handle it?

For one Tennessee housewife and in-home jewelry salesperson Leanne Morgan, success didn’t happen till her late 50s. That’s when her incredible talent, perseverance and whit enabled her to go from playing small comedy clubs, to arenas, landing a Netflix special, and getting the part of Reese Witherspoon’s big sister in her upcoming comedy with Will Ferrell!

When Peter saw Leanne perform, it evoked memories of comedic timing reminiscent of Joan Rivers. When Jason caught her stand-up act, he immediately fell in love. And apparently, he’s not the only one. Her first YouTube comedy special reached - over 50 million views! Really, no Really!

And we’re happy to say Leanne is joining us to talk about her special brand of Southern-inspired comedy and what it’s like to hit it big… later in life.

IN THIS EPISODE:

• How a woman peeing on a couch led Leanne to a her successful career in comedy. Really!
• Dealing with kids leaving home, beagles’ buttholes and menstrual mishaps.
• Popcorn tubs, hernias & plantar fasciitis aka, date night at a Journey Concert!
• Learning what a table read is with “little” Reese Witherspoon & Will Ferrell.
• Talking about family in your act-even when they don’t want you to!
• What it’s like for Leanne to ‘make it’ in her late 50s.
• GoogleHEIM: The top 10 things you SHOULD NOT DO…If you don’t want to look old (#10 is controversial)

***

FOLLOW LEANNE:

Netflix Special: Leanne Morgan: I’m Every Woman

Website: LeanneMorgan.com

Instagram: @LeanneMorganComedy

TikTok: @LeanneMorganComedy

YouTube: @LeanneMorganComedy

Facebook: @Leanne Morgan

X: @LeanneComedy

Pre-Order Book: “What in the World?!: A Southern Woman's Guide to Laughing at Life's Unexpected Curveballs and Beautiful Blessings”

Watch her on Amazon Prime’s forthcoming feature, You’re Cordially Invited, alongside Will Ferrell & Reese Witherspoon.

***

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As celebrities bask in their own fame, they are frequently offered exceptionally lucrative endorsement deals, often worth obscene amounts of money. But as this trend has grown over the past decade, many of the deals seem to be encountering significant problems!

Brad Pitt and Angelina Jolie’s wine brand may take a hit due to their acrimonious divorce. Diddy (formerly Puff Daddy, P. Diddy, Puffy and more) reportedly lost 18 brand partnerships due to assault allegations. And Adidas’s billion-dollar deal with the controversial Ye (formerly Kanye) may end up costing them over a billion dollars…Really, no Really!

So, is it worth hiring a well-known star to create awareness for your brand or has it now become a recipe for disaster? To help find the answer, Jason and Peter invited Mark Haas to join them. Mark is the CEO of The Helmsman Group which helps brands navigate the world of consumer-packaged goods and he’s helped over 200 new product platforms enter the commercial market— representing more than $2 billion in sales over the last decade.

IN THIS EPISODE:

• Would you buy a Jason Alexander rum called “No Rum For You”?
• What makes a celebrity and a product the right fit?
• The amazing story of how Don King committed Michael Jackson to do a Pepsi commercial without his permission.
• The one thing Samsung DIDN’T want to hear from celebrity endorser LeBron James.
• Do celebrities really need to enjoy the brands they’re shilling for?
• How celebrities get involved with food and alcohol brands.
• The quality of the product or the veneer of the celebrity, which is more important?
• The difference between Ryan Reynold’s remaking the gin market vs Orson Wells selling wine form a chair he’s clearly been sitting in for quite a while.
• Jason pitches products that don’t have a celebrity endorser…yet!
• GoogleHEIM: More brilliant Jason Rum ideas!

***

FOLLOW MARK:

Web: HelmsmanGroup.com

Instagram: @HelmsmanGroup

Facebook: The Helmsman Group

LinkedIN: Helmsman Group

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Today’s episode could be titled, “Hello Newman” because the internationally loved actor, Wayne Knight visits Really, no Really to talk about his iconic roles... including Seinfeld’s scheming Postman Newman, and Jurassic Park's techno-wiz Dennis Nedry.

In this episode, Jason and Peter get Wayne to discuss what it’s like to get cast in projects based on his weight, being held hostage on the set of Oliver Stone’s JFK, and his bizarre audition with the director of Basic Instinct - Really, no Really!

In addition to the credits listed above, Wayne has appeared on Broadway in the plays Gemini, Mastergate, Art and Sweet Charity plus the movies… Dirty Dancing, Born on the 4th of July, Dead Again, JFK, Space Jam, For Richer or Poorer, Rat Race – and the list goes on!

He also voiced the villainous toy collector Al McWhiggin in Toy Story 2, plus characters in Tarzan, Kung Fu Panda, Harley Quinn and many other animated projects.

IN THIS EPISODE:

• Wayne Knight the biochemist?
• Wayne Knight, private Investigator, and his real-life case: “The Husband, The Wife & The Pregnant Au Pair!
• Why he wore a fat suit…Really, no really!
• Meeting Steven Spielberg at the entrance to Jurassic Park.
• The disgusting reality of being spit on by a dinosaur.
• Jason & Wayne compare notes on losing weight.
• Warm? Cold? Unwelcoming? Guest star’s views on the Seinfeld set.
• Googleheim: Who wore it worse? Fat suits in Hollywood.

***

FOLLOW WAYNE:

X: @iWayneKnight

Wayne’s upcoming shows: Amazon Prime’s season 2 of Them and Max’s Bookie.

***

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This episode is all about trying to figure out if TikTok - the video hosting platform owned by the Chinese company Byte Dance should be banned or not. Over 70% of young Americans use TikTok, which critics claim is spying on, manipulating, and spreading misinformation to its users. But is TikTok any different than Meta, Google, or X? Our guest’s answer may surprise you… Really, no really!

Bruce Schneier is a cryptographer, computer security professional, privacy specialist, who has been writing about security issues since 2004 and is a fellow at the Berkman Klein Center for Internet & Society at Harvard University; a Lecturer in Public Policy at the Harvard Kennedy School; a board member of the Electronic Frontier Foundation and AccessNow; and an Advisory Board Member of the Electronic Privacy Information Center and VerifiedVoting.org. He is the Chief of Security Architecture at Inrupt, Inc.

IN THIS EPISODE:

• Surveillance as a business model is 100% legal.
• Breaking down the types of information companies are collecting, and what they’re doing with it.
• Why does China want to know about our affinity for puppy videos?
• Social Media’s ability to manipulate is greater than you might think.
• Russia and China’s preferred platform for transmitting misinformation is…? (Spoiler Alert: It’s not TikTok)
• Facebook has data on you… even if you aren’t on Facebook-RnR!
• Data Privacy is a national security issue, but not treated like one.
• The European Union leads the world in protecting data privacy.
• The unsettling future of A.I. and personal data surveillance.
• Cougar hemorrhoids?
• Googleheim: What you are missing… if you’re NOT on TikTok!

***

FOLLOW BRUCE:

Bruce’s Blog: Schneier.com

X: @schneierblog

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This episode should be titled “Mission Insanity” because it’s all about exploring how Tom Cruise performs his own death-defying stunts…and why!

Jason and Peter were determined to find out the real reason Tom “risks it all” in every film. How he trains for a stunt that’s never been done before and whether he’s going to continue to try and outdo himself with each new film now that he’s in his 60’s!

And they succeeded in finding the person with the answers… Wade Eastwood. He’s best known as the Action Director and Stunt Coordinator for the Mission: Impossible franchise. He’s also a fixed wing & helicopter pilot, sky diver, rescue scuba diver, accomplished black belt martial artist, boxer, fencer, yacht skipper, highly graded horse rider who has advanced weapons skills… plus he races cars internationally, with a string of wins! And - he knows the secret to how Tom Cruise creates and executes jaw dropping, mind-blowing stunts.

IN THIS EPISODE:

• The film star considered the original Tom Cruise.
• Train for deadly stunts that’ve never been done before.
• Has Tom Cruise ever said no to a stunt because it’s too dangerous?
• There’s much more to fight scenes than you know.
• Fatalities still happen. How can stunts go wrong?
• Wade comments on the tragedy on the Rust set.
• Is Tom Cruise actually going to space?
• Jason shares his death-defying stunts!
• Seinfeld’s stunt that went very, very wrong for Jason.
• Googleheim: The first stunt woman!

FOLLOW WADE:

Instagram @wadeeastwood

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