Blog Posts

The future of customer experience and how digital transformation is as much a human problem as it is a technology problem – Interview with Brian Solis

Transformation

Today’s interview is with Brian Solis, Principal Analyst and Futurist at Altimeter, a Prophet Company. Prophet is a consultancy that helps clients find better ways to grow by creating relevant brands and customer experiences, driving accelerated growth strategies and leveraging digital as a transformative force. Brian joins me today to talk about the state of customer experience, digital maturity, digital transformation, digital Darwinism and the future of customer experience. This interview follows on from my recent interview – CMOs, collaboration,

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Start building a better culture by doing this one thing consistently this year

One thing

I recently read a story about Sheldon Yellen, the CEO of BELFOR Holdings, Inc, a global disaster relief and property restoration company, who personally writes a birthday card to everyone one of Belfor’s 7,400 employees every year. That’s some effort. To put that into context that works out, on average, to be 37 cards every working day of the year. Now, many CEOs or other leaders may see this as a frivolous activity or not a good use of their

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CMOs, collaboration, customer experience and the real-time data imperative – Interview with Thom Gruhler

arrows marketing strategy

Today’s interview is with Thom Gruhler, CEO & Founder of Fjuri, a marketing consultancy that is combining his CMO experience from Microsoft with world-class technology, data science, and the right analytics to help brands optimize their marketing performance and deliver more significant and consistent value from their marketing investments. Thom joins me today to talk about how advertising is no longer effective, how marketers should be using data and analytics to build better relationships with their customers, the impact of

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57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 2

Wow pt2

This is the second part of the article: 57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience. As mentioned in Part 1, over the course of the last 18 months and since How to Wow came out I’ve being interviewing a range of leaders, entrepreneurs, authors, thinkers and academics about what it takes to deliver better outcomes for their customers and their people. Moreover, towards the end of each of these interviews

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57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 1

Wow

Over the course of the last 18 months and since How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing was published I’ve continued to interview (around 60 since it was published) a range of leaders, entrepreneurs, authors, thinkers and academics around what it takes to deliver better customer service and experience. These interviewees, their organisations and those of their clients are responsible for generating billions in revenue every year, employ hundreds of thousands of people, serve and

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Brands can create a better customer experience by being purpose driven – Interview with Alicia Tillman, CMO of SAP

Purpose

Today’s interview is with Alicia Tillman, the new global Chief Marketing Officer (CMO) of SAP, the world’s largest provider of enterprise application software. Alicia joins me today to talk purpose and how brands can create a better customer experience by being a purpose driven brand. This interview follows on from my recent interview – Public Enemy and getting practical with AI in the contact centre – Interview with Mikhail Naumov – and is number 245 in the series of interviews

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When it comes to customer experience in 2018, can we make boring the new cool?

Boring

As is the norm around this time of year, there is a rise in the number of people thinking about forecasts or predictions about what will happen next year. You know the sort of thing: What will be hot. What will be cool. What we should be focusing on to take our customer experience to the next level. Normally, I get to this time of year I often find myself thinking…. Blah, blah. Blah, blah, blah. Blah. Blah. Why is

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Public Enemy and getting practical with AI in the contact centre – Interview with Mikhail Naumov

Don't believe the hype

Today’s interview is with Mikhail Naumov, Co-Founder & President of DigitalGenius, a venture backed artificial intelligence (AI) company based in San Francisco & London. Digital Genius is focused on eliminating the mindless work customer service teams often have to deal with on a day to day basis so that they can focus on complex issues that technology, like a bot can’t handle. Mikhail has also just published a book: AI Is My Friend: A Practical Guide for Contact Centers. As

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Four insights from leading thinkers that will transform your employee engagement and performance

Four

Despite heavy investment by organizations to improve their customer experience, customers still complain about inconsistent and unsatisfactory experiences. Moreover, when put to leaders and managers of many organizations they often cite lack of collaboration and communication, silo-ed thinking and the disappointing results of their digital and transformation efforts as some of the main reasons behind their their inability to deliver a consistent and delightful customer experience. Therefore, to achieve the performance levels that customers and leaders want, something has to

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