THE HAPPY CUSTOMER CHANNEL
Conversations With Top Performers In Business, Sales, and Leadership. Insights from entrepreneurs, executives, and industry leaders on mindset, relationships, and the strategies that drive real-world success.
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Sales & Performance
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Leadership & Management
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Customer Experience
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Entrepreneurship
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Mindset & Growth
THE HAPPY CUSTOMER CHANNEL
Conversations With Top Performers In Business, Sales, and Leadership. Insights from entrepreneurs, executives, and industry leaders on mindset, relationships, and the strategies that drive real-world success.
-
Sales & Performance
-
Leadership & Management
-
Customer Experience
-
Entrepreneurship
-
Mindset & Growth
Featuring Leaders Across Business, Sports, and Entrepreneurship
Featuring Leaders Across Business, Sports, and Entrepreneurship
Latest Episode
The Happy Customer Channel is a business podcast focused on what it actually takes to succeed. Through conversations with entrepreneurs, executives, and high performers, each episode explores the role of mindset, relationships, and execution in driving long-term growth.
The path to success is rarely linear, and the ability to learn, adapt, and come back stronger from setbacks is what ultimately separates top performers from the rest. From sales and customer experience to leadership and performance, the focus remains the same—learning from those who have built, led, and delivered results.
EP. 110 - James Oyola | The Customer Service Playbook Behind FIFA's World Cup
How do you deliver world-class customer service for millions of people across three countries, multiple languages, and the largest sporting event on the planet?
In this episode of The Happy Customer Channel, we sit down with James Oyola, Customer Service Supervisor at FIFA, author of *The Helpful Leader*, and host of *The Helpful Leader Podcast*, to discuss the enormous customer experience operation behind the 2026 FIFA World Cup.
James shares how FIFA is preparing to serve millions of fans, manage customer care at scale, build multilingual support teams, and create a consistent customer experience across the United States, Canada, and Mexico. We also explore leadership, emotional intelligence, communication, conflict resolution, and the principles behind his book, *The Helpful Leader*.
Whether you're a business leader, entrepreneur, customer service professional, contact center executive, or sports fan, this episode offers valuable lessons on leadership, culture, and delivering exceptional customer experiences.
Topics discussed:
⚽ Behind the scenes of FIFA World Cup 2026
⚽ How FIFA scales customer service for millions of fans
⚽ Building world-class customer experiences
⚽ Managing multilingual customer support teams
⚽ Customer care, contact centers, and BPO partnerships
⚽ Leadership lessons from FIFA
⚽ Emotional intelligence in leadership
⚽ Conflict resolution and effective communication
⚽ Building high-performing teams across cultures
⚽ The Helpful Leader and modern leadership principles
⚽ Why relationships are the foundation of great business
00:00 Why FIFA Hired James Oyola for Customer Service
00:28 Inside FIFA's Massive World Cup Operation
03:00 Building a World-Class Customer Experience
05:06 How FIFA Delivers Consistent Service at Scale
09:27 The Volunteer Force Behind the World Cup
11:13 Managing Millions of Fans & Ticket Applications
13:51 The Helpful Leader: Leadership, Communication & Emotional Intelligence
19:33 How Writing Made James a Better Leader
Connect with James Oyola:
🔗 https://www.linkedin.com/in/james-oyola-29471114/
Buy *The Helpful Leader*:
📖 https://www.amazon.com/Helpful-Leader-James-Oyola/dp/B0GGMJ1H3C
Listen to *The Helpful Leader Podcast*:
🎙️ https://open.spotify.com/show/5jgPtBqq0V0I3OQlXCXrFu
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This episode is proudly sponsored by Inktel.
Inktel helps organizations deliver exceptional customer experiences through contact center solutions, customer care, sales support, and back-office services that strengthen loyalty, improve customer satisfaction, and drive growth.
Learn more:
🔗 https://www.inktel.com
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Subscribe to The Happy Customer Channel for conversations with customer experience leaders, entrepreneurs, executives, and innovators shaping the future of business.
#JamesOyola #CustomerService #CustomerExperience #CX #FIFA #WorldCup2026 #Leadership #TheHelpfulLeader #CustomerCare #ContactCenter #BPO #EmotionalIntelligence #EmployeeExperience #BusinessLeadership #Inktel
FIFA Isn't Just Soccer... It's Customer Service ⚽ #shorts
⚽ Most people see the FIFA World Cup as the biggest soccer tournament in the world.
What many don't realize is that it's also one of the largest customer service and fan experience operations on the planet.
In this clip, FIFA Customer Service Supervisor James Oyola shares what it takes to support millions of fans across three countries while helping deliver a world-class experience.
Our full conversation with James Oyola drops tomorrow on The Happy Customer Channel.
👀 Stay tuned.
#FIFA #WorldCup2026 #FIFAWorldCup #CustomerService #CustomerExperience #FanExperience #Leadership #SportsBusiness #Soccer #Football #TheHappyCustomerChannel
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Not your average customer service podcast. The Happy Customer Channel delivers real talk, bold insights, and behind-the-scenes stories from the people redefining what it means to serve.
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What Fans Never See Behind the World Cup ⚽ #shorts
The Happy Customer Channel June 24, 2026 12:02 pm
⚽ Have you ever wondered what it takes to prepare for the largest World Cup in history?
In this clip, FIFA Customer Service Supervisor James Oyola shares how FIFA scales its teams, hires talent, and coordinates dozens of departments to deliver an event experienced by millions around the world.
The amount of planning behind the scenes is incredible.
🎙️ Our full episode with James Oyola is now streaming.
🔗 Link in bio.
#FIFA #WorldCup2026 #SportsBusiness #CustomerService #CustomerExperience #Leadership #HR #TeamBuilding #TheHappyCustomerChannel ...