Adrian Swinscoe
The relationship between trust, honesty and simplicity when it comes to customer and employee...
Today’s interview is with Brian Rafferty, the Global Director of Business Analytics and Insights at Siegel+Gale, a brand strategy, design and experience firm. They also define themselves as a simplicity company and help brands deliver simpler experienc...
140 leaders share the lessons they learned during the pandemic – Interview with Joseph...
Today’s interview is with Joseph A. Michelli, Ph.D., C.S.P., an internationally sought-after speaker, author, and organizational consultant. Joseph joins me today to talk about his new book: Stronger Through Adversity: World-Class Leaders Share Pandemi...
Changes to customer behaviour that brands need to pay attention to as we approach...
Back in April, I wrote an article that gathered results from several research sources and attempted to describe how the coronavirus pandemic was changing customer behavior.That article suggested that: Customers are watching brands. More customers are ...
How can you relate to B2B customers when they more ‘hidden’ from you than...
Today’s interview is with Jeroen Corthout who is the co-founder and CEO of Salesflare, an intelligent CRM that has been built specifically for smaller businesses selling B2B. It is most popular with agencies and fast growing startup companies. Jeroen j...
To deliver better customer experience brands need to develop an empathetic musculature
Over the last few months, there has been much talk about how an organization’s ability to deliver great service and experience to their customers is dependent on their ability to be empathetic towards their customers.The pandemic has caused increased l...
What if customers want more than excellent service? – Interview with Steven Van Belleghem
Today’s interview is with Steven Van Belleghem who is an international keynote speaker, entrepreneur and best-selling author. Steven joins me today to talk about his new book: The Offer You Can’t Refuse: What If Customers Want More Than Excellent Servi...
Customer experience doesn’t stop – Interview with Richie Manu
Today’s interview is with Richie Manu, who is Programme Director (Culture & Enterprise) at University of the Arts London, a multi-award-winning lecturer, a designer, creative consultant and author. Richie joins me today to talk about how the studen...
Proactive support is the holy grail of customer support – Interview with Paul Adams...
Today’s interview is with Paul Adams who is the SVP of Product at Intercom, which helps brands build their customer relationships through conversational, messenger-based experiences across the customer journey. Paul joins me today to talk about putting...
About time – Intercom puts proactive customer service back on the agenda
I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the benefits were clear: delivered well a more proactive approach to customer service would both reduce operat...
Customer success (CS) = Customer experience (CX) + Customer outcomes (CO) – Interview with...
Today’s interview is with Nick Mehta CEO of Gainsight, a customer success technology provider that helps businesses retain customers and drive company growth. Nick joins me today to talk about his new book, The Customer Success Economy: Why Every Aspec...
Customer Experience And Politics: Do They Mix?
While becoming a more political brand could have a negative impact on both the brand’s social media following and overall reputation, it could also drive new customers and more sales. What should brand and experience leaders do?
Experimentation is what makes Microsoft, Google, Netflix and Booking.com so successful – Interview with...
Today’s interview is with Stefan Thomke, who is the William Barclay Harding Professor of Business Administration at Harvard Business School. Stefan joins me today to talk about his new book, Experimentation Works: The Surprising Power of Business Exper...
The value of putting heart into your customer and employee listening
Recently I came across a quote from Donella “Dana” Meadows, an American environmental scientist, educator, and writer and author of the books The Limits to Growth and Thinking in Systems: a Primer. The quote read:“The scarcest resource is not oil, meta...
The four imperatives emerging from the pandemic and what to do about them
Over the last few months, we have faced some extraordinary challenges, and I’ve watched with fascination how the pandemic has forced the tectonic plates of consumer and organizational behavior to shift and change.Reflecting on the shifts that are unfol...
A quest to make technology emotionally intelligent – Interview with Rana el Kaliouby of...
Today’s interview is with Rana el Kaliouby, CEO of Affectiva, an emotion measurement technology company that grew out of MIT’s Media Lab. Affectiva has developed software to recognize human emotions based on facial cues or physiological responses. She ...
Do you know the way to customer centricity? Pega believes it does
For years now, organizations have talked about customer-centricity and putting their customers at the heart of what they do. Yet, many, if not most, organizations still struggle to get this right across the board.This is backed up by research from NTT ...
Purpose is not a luxury and matters more than ever in a crisis –...
Today’s interview is with Alex Edmans, a Professor of Finance at London Business School who focuses on responsible business. He has just published a new book called: Grow the Pie: How Great Companies Deliver Both Purpose and Profit and joins me today t...
Now is the time for a conversational approach to customer experience
In a recent session at Pegaworld iNspire, Paul Greenberg, best-selling author of CRM at the Speed of Light and The Commonwealth of Self Interest was talking with Pega’s Vice President, CRM Product Marketing, Jeff Nicholson about the future of customer ...
Innovative brands are using direct mail to improve customer engagement – Interview with Dan...
Today’s interview is with Dan Frohnen, CMO at Sendoso , a cloud-based direct mail and engagement platform that gives companies the ability to send direct mail, eGifts, wine, company swag, handwritten notes, welcome kits, and custom gifts. Dan joins me ...
Excellence and extreme humanization are needed more than ever – Interview with Tom Peters
Today’s interview is with Tom Peters, author of numerous business books (17 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr). This is the second time that Tom ...