Audio is an overlooked dimension of the customer experience – Interview with Jeff Yasuda of Feed.fm

Today’s interview is with Jeff Yasuda, the CEO and co-founder of Feed.fm (Music as a Service), which helps game developers, content publishers, and e-commerce retailers increase customer engagement, retention, and conversions by incorporating popular music into their environments– at the lowest possible cost. Jeff joins me today stop talk about Feed.fm, the impact of music on customer experience and what others can learn from their experience. This interview follows on from my recent interview – Taziki’s is closing the disability

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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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Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa

what's your story

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. Bernadette joins me today to talk about her new book: Story Driven: You don’t need to compete when you know who you are, why stories and why now, a flavour of some of the stories in the book, why

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Simpler service or experience pays

Choice

Over the last few weeks I’ve had the pleasure of speaking at a handful of conferences and in-house workshops, where I have been talking about some of the characteristics of leading companies, particularly those that are customer experience leaders. One of the characteristics I have been talking about is Simplicity. Now, it’s common when thinking about growing your business or developing your customer base to consider offering customers greater choice and more options. However, whilst offering more choice may seem

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Three experts explain how brands can stop being creepy in the eyes of their customers

Creepy

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. However, new research from InMoment via their “2018 CX Trends Report”, finds that 75% of consumers find that most personalisation efforts are, at the very least, rated as being ‘somewhat creepy’. Moreover, the research captured comments from customers

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The role of voice in the future of customer experience – Interview with Gregg Johnson

Speech

Today’s interview is with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that allows marketers to drive, track and automate inbound calls for better leads, greater marketing insight, and more customers. Gregg joins me today to talk about a recent report they have released, the impact of voice assistants on customer experience and the role of both intelligent voice assistants and the contact centre in the future of customer experience. This interview follows on from my recent

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Doing good and the Brand Citizenship continuum – Interview with Anne Bahr Thompson

Doing Good

Today’s interview is with Anne Bahr Thompson, pioneer of the Brand Citizenship movement, founder of OneSixtyFourth and author of a new book: DO GOOD: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Anne joins me today to talk about brand citizenship, her research, her new book and the power of aligning purpose, profit and doing good in business. This interview follows on from my recent interview – Putting Dan Pink’s Mastery, Autonomy & Purpose into practice – Interview with Jeremiah

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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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8 Tips for developing a brand identity that inspires customer loyalty

working

This is a guest post from Erika Brookes, CMO at Springbot. It’s not surprising that businesses spend billions each year trying to make customers loyal to their brand. In general, loyal customers are far more profitable than your average customer and can become powerful champions for your brand. However, to gain a legion of loyal followers, you first need to establish a brand identity that they can get behind. How your customers perceive your brand plays a significant role in

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