Blog Posts

A new model of business and leadership is needed: Lessons from one of the UK’s best companies to work for – Interview with Jason Stockwood

Town Sign

Today’s interview is with Jason Stockwood, Group CEO of Simply Business, the UK’s leading B2B insurance broker and among the Tech Track 100 of the nation’s fastest-growing tech companies. He has also just published a new book: Reboot: A Blueprint for Happy, Human Business in the Digital Age, which aims to counter much of the news that predicts the massively negative effect that Artificial Intelligence and automation will have on jobs and shows how any organisation can think freshly and

Continue Reading

Customer loyalty requires more than technology — It needs the human touch

michelangelo

This is a guest post from Kris McKenzie, Senior Vice President and General Manager for EMEA at Calabrio Today’s customers are more empowered than ever, and with that comes increasing demands for a better customer experience. More than 41 million people in the U.K. own smartphones, and customers are finding freedom in these pocket-sized devices: 70 percent of consumers admit that technology makes it easier for them to take their business elsewhere when expectations aren’t met. To meet those expectations,

Continue Reading

Most of customer experience is cleaning and sweeping – Interview with Gerry McGovern

brooms

Today’s interview is with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and online customer experience. He is about to publish a new book at the end of this month: Top Tasks – A How to Guide. The new book provides an A to Z look at the Top Tasks methodology that Gerry has developed and has used in around 4-500 organisations around the world

Continue Reading

Are you doing personalization wrong?

Less is more

Personalization is becoming an increasingly important element in the pursuit of a differentiated customer experience. It has also come a long way, in recent years, according to Evergage CMO Andy Zimmerman who says that personalization has evolved from “delivering one-to-many experiences, aimed at broad groups of people – to being truly effective at the individual, one-to-one level.” This is backed by recent research by Evergage that found that 98% of marketers agree that personalization positively impacts customer relationships with the

Continue Reading

25 behavioural biases and how they influence the choices our customers make – Interview with Richard Shotton

Choice

Today’s interview is with Richard Shotton who is the Head of Behavioural Science at Manning Gottlieb OMD and author of the book: The Choice Factory: 25 behavioural biases that influence what we buy. Richard joins me today to talk about his book, a few of the behavioural biases in the book, why we should pay attention to them and how we can utilise them in our businesses. This interview follows on from my recent interview – Creating a learning environment

Continue Reading

Three areas where some contact centres may be overlooking their GDPR obligations

female customer on phone

In the run up to May 25 this year many people, including me, were inundated with emails from companies asking them to opt in to their email marketing lists or informing them of their new data, security and privacy policies. This was all due to the fact that the long talked about General Data Protection Regulation (GDPR) framework came into force in Europe. After the dust started to settle and my inbox had started to return to normal, I began

Continue Reading

Creating a learning environment that drives better sales and customer success outcomes – Interview with Pat Lynch of MindTickle

Today’s interview is with Pat Lynch, VP of Enablement Excellence and Innovation at MindTickle, one of the industry’s most comprehensive readiness and learning solutions for closing the knowledge and skill gaps found in customer-facing teams. Pat joins me today to talk about learning versus training, the frustrations of Chief Learning Officers, what’s missing from the modern corporate learning environment, what is needed to get the most out of the Millennial and Gen-Z workforce and what MindTickle are doing about it.

Continue Reading

Customer service has an ROI too – but it’s not always easy to deliver

Service

This is a guest post by Matt Phillips, VP, Sales & Systems, Diebold Nixdorf UK/I. We are in the age of ‘now’, with customer demands shaping the competitor landscape, as well as entire business systems. This has never been more true than in the world of financial services – where net promoter scores stand for everything, where technology is advancing customer interactions at a rapid pace, and where physical touch points (especially those on the high street) are under increasing

Continue Reading

Applying design thinking to culture change and employee experience – Interview with Karen Jaw-Madson

DOWE Process

Today’s interview is with Karen Jaw-Madson, Principal of Co.-Design of Work Experience and author of a new book: Culture Your Culture: Innovating Experiences @Work. Karen joins me today to talk about the book, applying design thinking to the culture change process, the DOWE framework and what leaders and organisations should be doing to create a more innovative culture at work. This interview follows on from my recent interview – Delivering a personalized customer experience the Zappos Way – Interview with

Continue Reading

Site Footer