Blog Posts

The six core elements of ROCKSTAR customer experience – Interview with James Dodkins

Rock star

Today’s interview is with James Dodkins, founder of ROCKSTAR CX, international keynote speaker, accidental #1 best selling author and host of ‘This Week In CX.’ James joins me today to talk about the work that he does, what is going wrong with many customer experience transformation programmes and the 6 core elements of really good customer experience. This interview follows on from my recent interview – What more empathy in business and artificial intelligence (AI) will look like – Interview

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A story about how a successful outcome doesn’t guarantee a positive patient experience

doctor time

The following is a story that was recounted to me by a friend, let’s call her Jasmine, about a recent visit to a local hospital. Jasmine woke up one day with a buzzing in her head and an overwhelming feeling of vertigo. After a couple of visits to her local doctor she was referred to a specialist neurologist at a local hospital. Arriving at the hospital she was directed to the neurology department waiting room, where she waited to see

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What more empathy in business and artificial intelligence (AI) will look like – Interview with Minter Dial

Empathy

Today’s interview is with Minter Dial, keynote speaker and consultant on branding, new tech and digital transformation for blue chip companies, conferences and events around the world. Minter joins me today to talk about his new book: Heartificial Empathy, Putting Heart into Business and Artificial Intelligence, why the development of empathy is becoming so important, how we can develop it not only within ourselves but also the machines that we develop and what to watch out for when we do

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Improving the customer experience takes more than technology

This is a guest post from Kris McKenzie, Senior Vice President and General Manager for EMEA at Calabrio Driven by a desire to obtain business insights, lower costs and offer customers more choice, businesses are rushing to launch digital transformation initiatives. Significant frustration can arise, however, when companies fail to accurately assess how the technologies will impact the overall customer experience with the organisation – or when they fail to lay the operational groundwork to take full advantage of the

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Building your positivity muscle and the impact it can have on customer experience – Interview with Matt Prowse of IAG

Positive

Today’s interview is with Matt Prowse, Customer Enablement Director at Insurance Australia Group (IAG). Matt joins me today to talk positivity, why we should add a little more of it into our own organisations, what they have done to with their ‘With Thanks’ programme amongst other initiatives, how they got senior executives talking to customers and the impact all of this has had on IAG. This interview follows on from my recent interview – Playing the customer experience game to

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How to effectively deal with unhappy clients

unhappy happy

This is a guest post from Jamie Costello, an aspiring business/legal writer. Regardless of the nature of your business and your excellent 5-star ratings, somewhere along the line you’re bound to encounter at least one unhappy client. However, the majority of the time it’s not what made them unhappy in the first place that matters, but it’s how you aim to resolve it that can be key. It’s understanding the best way to react that can inevitably help you to keep

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Playing the customer experience game to win – Interview with Nienke Bloem

competition win

Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, The Customer Experience Game, why play is so important in business and how and why we should put more play and fun into everything we do. This interview follows on from my recent interview – Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society – and is

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Are you prepared to be this brave for your customers?

Bodyform Contagious image

In the early part of December I was lucky enough to attend the Most Contagious event in London. It is run by Contagious, one of the leading, global creative and strategic intelligence services and the event aims to provide an appraisal of the year’s most innovative and influential brand campaigns, events, technologies, start-ups and emerging trends from around the world. The event was kicked off by Paul Kemp-Robertson, co-founder of Contagious, and Chris Barth, it’s Lead Strategist, who were talking

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Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society

great

Today’s interview is with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach they have taken, the successes they have had,

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