20th Hour - Must See TV

What has been your overall customer service experience with various companies or organizations as of late? Do you feel like you’re stuck spending way too much time trying to resolve an issue that shouldn’t take as long as it does? Amas Tenumah, MBA, author of the new book, HOLD: The Suffering Economy of Customer Service will join us to discuss customer service failures, the real reasons behind long hold times, dead-end chatbots, disempowered agents, and why it's all designed NOT to solve your problems. Amas took listeners’ calls about customer service questions and stories!See omnystudio.com/listener for privacy information.

Massachusetts is considered one of the hardest states for young adults to buy a home. Only 36.4% under the age of 35 are homeowners, according to the National Association of Home Builders. What can be done to help make housing more affordable in the Greater Boston area? What do you think will help you with housing affordability in your community? Andrew Mikula, who is a senior housing fellow at the Pioneer Institute for Public Policy Research and chair of Legalize Starter Homes joined us to discuss housing affordability and take calls on housing in your community.See omnystudio.com/listener for privacy information.

We kicked off the program with four news stories and different guests on the stories we think you need to know about! FIRE research: 2025 sets new record for attempts to silence student speechGuest: Robert Shibley - FIRE ‘s special counsel for campus advocacy Can Hoop: Harvard Women’s Basketball Launches “NERD” Jerseys for Giveaway at 1/10 Game. The origins of the movement, how academics fuel the program’s competitive edge.Guest: Coach Carrie Moore – Harvard Women’s Basketball Coach Airline pilots hide mental health struggles to keep flyingGuest: Patrick Arnzen - former airline pilot and CEO of Thrust Flight, a multi-location flight training organization that has trained thousands of pilots from around the world Weather forecast in New England this week.Guest: Brian Thompson – AccuWeather MeteorologistSee omnystudio.com/listener for privacy information.

What has been your overall customer service experience with various companies or organizations as of late? Do you feel like you’re stuck spending way too much time trying to resolve an issue that shouldn’t take as long as it does?See omnystudio.com/listener for privacy information.

This past weekend, Australia and Brown University in RI suffered tragic attacks. This hour, Dan invited callers to discuss.See omnystudio.com/listener for privacy information.

The Brian Walshe verdict came down Monday with the jury finding Walshe guilty of murdering his wife Ana Walshe and dismembering her body. Criminal defense attorney Phil Tracy joined us to discuss the verdict!See omnystudio.com/listener for privacy information.

Northeastern University’s Matthews Arena, formerly known as Boston Arena, closed its doors after 115 years. The historic athletic hall was once home to the Boston Bruins and Boston Celtics before the construction of the old Boston Garden. Many iconic public figures, not just professional athletes, have graced the hall once upon a time; the likes of Teddy Roosevelt & JFK are just a few. The Northeastern-owned facility will be deconstructed for a new state-of-the-art facility, which is set to be ready in 2028. Dan spoke with a variety of sports figures who have either worked, played or had a connection to the historic arena. See omnystudio.com/listener for privacy information.

We kicked off the program with four news stories and different guests on the stories we think you need to know about! Are tariffs the Grinch of this Christmas? Does it change holiday budgeting?Guest: Nicholas Colantuono – Certified Financial PlannerPowerball jackpot surges to $1.1 billion! Tonight’s the next big drawing. The amount is one of the largest jackpots in Powerball history!Guest: Mark William Bracken - Executive Director of the Massachusetts State Lottery  The #1 Worst Christmas Gift This Year, according to research. & In general gift options best avoided when gifting.Guest: Valerie Sokolosky – Etiquette expert & author The naughty list: BBB's 12 scams of the holidays. Guest: Paula Fleming - Chief Marketing and Sales Officer Better Business Bureau - BostonSee omnystudio.com/listener for privacy information.

What’s the current global impact of President Trump’s tariffs? The U.S. Supreme Court is set to give their final ruling on the legality of Trump’s sweeping tariffs in the coming months. Gregory Stoller, professor at Boston University’s Questrom School of Business checked in to discuss the status of President Trump's tariffs among other areas of economic interest.See omnystudio.com/listener for privacy information.

We kicked off the program with four news stories and different guests on the stories we think you need to know about! Love Johnny Carson: One Obsessive Fan's Journey to Find the Genius Behind the Legend.Guest: Mark Malkoff - author/comedian who over 12 years interviewed 400 individuals about Johnny Carson and his Tonight Show What should we expect from the release of the Epstein files? & Why does it matter?Guest: Eric O’Neill - former FBI counterintelligence operative and national security attorney You'll Shoot Your Eye Out!: Life Lessons from the Movie A Christmas StoryGuest: Professor Quentin SchultzeHoliday movies offer mental health benefits, experts sayGuest: Dr. Patrick Porter – expert in brain health - author/speaker and the founder of BrainTapSee omnystudio.com/listener for privacy information.