Adrian Swinscoe
Moyez’s chair and what we can learn from his story about improving client and...
[unable to retrieve full-text content]I was lucky enough recently to spend time chatting to Bernadette Jiwa about her new book: Story Driven. The premise of the book is that every great business or great career has a backstory, a journey to now, which ...
The finish is just as important as the start of any experience – Interview...
Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have ...
Relevance, personalization and what many firms are missing when it comes to GDPR –...
Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Rob at Pegaworld, Pegasystems’ customer event in L...
How the emerging workforce ecosystem will impact customer experience
Back in April, I talked to Anthony Abbatiello, principal at Deloitte Consulting LLP, about Deloitte’s 2018 Global Human Capital Trends Report, some of the workplace trends that have emerged from their research and what they mean for leaders and entrep...
Getting help is often fraught with friction. It shouldn’t be – Interview with Tom...
[unable to retrieve full-text content]Today’s interview is with Tom Martin, CEO of Glance Networks, an enterprise software company that provides a “visual engagement platform” for their clients that combines co-browse, agent video and scree...
Digital transformation and the pursuit of customer centricity: Lessons from the frontline – Interview...
Podcast: Play in new window | Download
Subscribe: Apple Podcasts | Android | RSS
Martijn’s orange jacketToday’s interview is with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on ...
Should you be considering using blockchain for your customer loyalty program? – Interview with...
Podcast: Play in new window | Download
Subscribe: Apple Podcasts | Android | RSS
Today’s interview is with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, ...
Every great business has a backstory that drives and compels the work they do...
Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of a number of best-selling books on marketing and brand storytelling...
The potholes of scaling customer support and service – Interview with Michael Redbord of...
Podcast: Play in new window | Download
Subscribe: Apple Podcasts | Android | RSS
Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me ...
We all want to be ‘world-class’ but what does that mean and what role...
I often get asked ‘what does world-class service mean?’
To answer the question, I tell people that I think it is helpful to break the question down into two parts.
First, I say it’s useful to consider the idea of being ‘world class’ and what that mean...
Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell — Interview...
Podcast: Play in new window | Download
Subscribe: Apple Podcasts | Android | RSS
Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro – powered by TELUS International, a global and award winning customer experience outsourcer...
Zendesk’s new AI-powered knowledge management product looks set to power their next stage of...
At the beginning of April, Zendesk announced that they had just hit an annualized run rate of $500 million.
Now, whilst it took took them seven years to reach $100 million in revenue, it has only taken them four years to reach the $500 million annuali...
Global human capital trends and the rise of the social enterprise – Interview with...
Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and the Human Capital practice’s Digital leader. He joins me today to talk about Deloitte’s newly released annual Global Human Capital Trends Report (2018), some of the tr...
New research: Senior in-fighting undermines engagement and it’s the CEO’s fault
In December, London Business School released a new piece of research: their 2017 Business Leaders Survey. The surveyed asked 1,248 individuals in senior positions from varying sizes of organizations across 12 sectors and 98 countries for their perspect...
You don’t need more than 3 or 4 quality data points to deliver a...
Today’s interview is with Jonathan Lacoste (co-founder and President) and Ben Cockerell (VP of Marketing) at Jebbit, the creator of the world’s first declared data platform. Jebbit are focused on doing two things: One, giving customers back control of ...
HubSpot learned that when it comes to customer success, everything counts in large amounts
Back in 2005, Bain produced a piece of research that identified the existence of a customer experience delivery gap, where 80% of the companies surveyed believed that they delivered a “superior experience” yet only 8% of customers agreed.
Now that res...
Striving for excellence has never been more important – Interview with Tom Peters
Podcast: Play in new window | Download
Subscribe: Apple Podcasts | Android | RSS
Today’s interview is with Tom Peters, author of numerous business books (18 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Exce...
An honest and open discussion about how and why we evolved our approach to...
Podcast: Play in new window | Download
Subscribe: Apple Podcasts | Android | RSS
Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open ...
The two surprising impacts that intelligent voice assistants are having on customer experience
Over the last few months I’ve been thinking about the emergence and development of intelligent voice assistants and the impact that they are having, and will have, on the overall customer experience. Right now their impact may be limited but, according...
Three experts explain how brands can stop being creepy in the eyes of their...
It seems that every brand I talk to these days is doing their utmost to deliver a more personalised experience to their customers.
That’s great news as it is something that research shows that customers consistently say that they want and value.
Howev...