When it comes to customer experience, will you be in Forrester’s 30% ?

30 percent

Consider these comments from a recent article in Prospect about UK politics: “But one thing is certain: it is going to be harder to govern, especially for the long-term. Increased flux makes for exciting contests but it does not help governments win mandates for tough choices. “ “A clear blueprint for winning campaigns in new times is emerging: ride the volatility, stay flexible and stay light on the big tough questions.” “British politics is more uncertain and unpredictable than it

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The Age Of Agile and why agile is more than a tool or method – Interview with Steve Denning

Recursion iteration icon

Today’s interview is with Steve Denning, who describes himself as a writer, author, journalist and a renaissance man. He is very modest so I have included a more detailed bio for him below. As well as being a fellow Forbes contributor, he has just published a new book called The Age of Agile: How Smart Companies Are Transforming the Way Work Gets Done and joins me to day to talk about the new book, the imperative behind it and what

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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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Corporate Rebels and their bucket list show how to create inspiring workplaces – Interview with Pim de Morree

Rebel 2

Today’s interview is with Pim de Morree, Co-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about Corporate Rebels, their quest to make work more fun, their Bucket List and what they have learned so far. This interview follows on from my recent interview – The more you invest in technology the more you have to invest in human beings – Interview with Arnaud de Lacoste – and is

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The Future Of Work, Workforce Experience and Being Digital – Interview with Erica Volini

Future

Today’s interview is with Erica Volini, who is the US Human Capital leader for Deloitte Consulting. Erica joins me today to talk about the Future Of Work, the implications for organisations, organisational transformation, Digital DNA and how the employee experience fits into all of this. This interview follows on from my recent interview – The uniqueness in everyone is the largest asset you have in customer experience – Interview with Sam Johnson of Jamf – and is number 241 in

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Beyond digital and what many CMOs should be considering putting into their 2018 strategic plan

Baby boomer

Last year I wrote a piece called 3 Customer Groups That Are Being Overlooked In The Customer Experience Whirlwind. In it I ventured that there were a number of different groups of customers (The Rich Elders, The Private and The Quick) that weren’t getting a lot of attention. One of those groups, The Rich Elders, came into focus again for me recently in a conversation with Bruce Fielding, founder of Sterling.Agency, an agency that focuses on helping brands engage with

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3 Leading B2B Companies Share Their Secrets On How To Create A Personalized Customer Experience

Creating a personalized customer experience is a goal for many, if not all, firms as they strive to compete for, retain and deliver the best customer experience to their customers. But, if you have been to any conferences or have been reading analyst and commentariat articles lately, one would not be wrong in thinking that the way to achieve this was primarily through the use of software, data and analytics. This seems to be particularly true for firms that operate

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Online reviews have significant ROI with customers and prospects

This is a guest post from Adam Beeson, director of communications, G2 Crowd. Online reviews matter, a lot. A 2016 Local Consumer Review Survey from SEO and citation building service BrightLocal found that 84 percent of people trust online reviews as much as personal recommendations. In one year, that number jumped up by four points. With so many potential and current customers seeking information about your product or your company’s strengths and weaknesses, it is important to know how to

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Eliminate blindspots and build engagement by getting to know your company better – Interview with Claire Lew

Blindspot

Today’s interview is with Claire Lew, CEO of Know Your Company, a software tool that helps business owners get to know their employees better and overcome company growing pains. Claire joins me today to talk about spinning out from Basecamp, the problem that Know Your Company solves, how they do what they do and the sort of impact that it has. This interview follows on from my recent interview – Overcoming the barriers to delivering an excellent citizen experience –

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