In Episode 5 of Coach’s Corner, hosts Dan McCann and Ian Hall talk with Brian Riley, who led Army Hockey for over three decades and carried on his family’s 75-year legacy at West Point. Brian reflects on coaching, leadership, and the lessons of two former players—Major Thomas “TK” Kennedy and 1LT Derek Hines—who were killed in action.
The conversation explores how love, conviction, and culture drive performance in hockey, in the military, and in today’s customer experience organizations.
“Always show your players you care for them more as people than as players—and you’ll create the Power of One.” — Brian Riley
Listen to the episode: watch episode 5
Brian Riley grew up immersed in coaching. His father, Jack Riley, led Team USA to Olympic gold in 1960, while his brothers also coached at the collegiate level. Brian himself spent 33 years at West Point, guiding cadet-athletes not just to wins on the ice but toward becoming leaders of character.
His legacy includes:
Upholding a family tradition of 75 years of Riley leadership at West Point.
Building culture through the stories and sacrifice of TK and Heinzy, two former players killed in action.
Advocating for the TK Foundation, which provides scholarships and keeps his players’ legacies alive.
Speaking to sports teams and businesses about leadership, resilience, and the Power of One.
Brian’s foundation as a coach came from his father’s advice:
“Show your players you care more about them as people than as hockey players.”
That care creates the Power of One—a unified team that can overcome any obstacle. For Riley, great coaching is about:
Relationships first — long-term commitment, not quick fixes.
Accountability with love — tough standards grounded in genuine care.
Culture as conviction — players and teammates believing they “fight for, not with” each other.
Riley emphasizes never settling for less than your best. Whether in hockey, school, or CX, coaches help performers stretch:
Push for the B+ if you’re capable, not just the B.
Adopt the mindset of Special Forces: “pursuit of excellence in everything we do every day.”
Teach athletes and employees to strive daily—not just on game day or during big calls.
Brian believes confidence fuels success, not the other way around:
“Half of being good is thinking you’re good.”
Coaches can’t hand out confidence—it must be built inside routines and culture.
At West Point, players used mental skills coaches at the Center for Enhanced Performance to train focus, self-talk, and resilience.
CX parallel: Agents often lose confidence after tough calls. Coaching should reinforce strengths first, then provide targeted corrections to rebuild belief and performance.
While Riley admits he’s “not a tech guy,” he stresses that technology changed hockey forever:
Recruiting film and analytics expanded reach and evaluation.
Video sessions personalized feedback.
Strength and conditioning data gave teams an edge.
His point is universal: adapt to technology or get left behind.
Translate to CX: AI coaching platforms like SymTrain help leaders analyze 100% of interactions, surface gaps, and assign personalized simulations—just as video and data analysis transformed sports coaching.
Commercials as a kid: Appeared in ads for Glad bags and an aspirin brand.
Favorite series: Band of Brothers—for its lessons on humility, teamwork, and sacrifice.
Daily reminder: Brian wears two KIA (Killed in Action) bracelets at all times. One is engraved with Major Thomas “TK” Kennedy, the other with 1LT Derek Hines—two of his former West Point players who lost their lives in service.
He says: “I wasn’t afraid of losing a hockey game. My biggest fear was losing another player—because I only have two wrists.”
The bracelets are more than memory; they are accountability. When Brian speaks to teams or leaders, he lifts his arms to show them and explains that every day he is reminded of the responsibility coaches carry—to care, to protect, and to make sure legacies live on.
Care builds culture. Show people you value them as humans first.
Don’t settle. Encourage daily pursuit of excellence.
Coach confidence. Teach routines and self-talk to strengthen belief.
Love + accountability. High standards land best when people know you care.
Use technology. Data and AI amplify coaching and make it scalable.
🎧 Listen now: Coach’s Corner — Episode 5 on YouTube Music
👉 Follow the series: Hear how coaches from sports, business, and beyond bring lessons that apply directly to customer experience and AI coaching.
Coach’s Corner explores the intersection of traditional coaching disciplines and AI coaching in contact centers. Hosted by Dan McCann (CEO) a, each episode distills principles you can apply to develop confident, resilient, and high-performing teams.
Episode credits
Hosts: Dan McCann
Guest: Brian Riley, Former Army Hockey Coach
Producer: SymTrain
We’d love to hear from you.
👉 What’s one way you show your team you care about them as people first?