Non-obvious trends and what they mean for customer experience – Interview with Rohit Bhargava

Today’s interview is with Rohit Bhargava, who is a trend curator, author of five best selling books (including the Wall Street Journal bestseller “Non-Obvious”) and founder of the Influential Marketing Group (IMG). Rohit joins me today to talk about his latest book: Non-Obvious (2017): How to Think Different, Curate Ideas & Predict the Future, what […]

The implosion of trust and what to do about it

For the last 17 years, Edelman, a global communications marketing firm, has published it’s Trust Barometer, an annual survey of more than 33,000 respondents from around the world that investigates the state of trust and credibility that exists between individuals and different types of organisations (government, media, business and NGOs). Earlier this month they published […]

How the customer experience vision gap is holding many organisations back

In a world that is moving faster and faster and where it seems like we have less and less time to think, there is better way to approach problems, particularly when it comes to those associated with improving and developing the customer’s experience. Doing so will allow organisations to develop an increased ability to deliver […]

Most organisations are ignoring the behavioural element of customer experience – Interview with Morris Pentel

Today’s interview is with Morris Pentel, who is the Chairman & Founder of the Customer Experience Foundation, a leading organisation in Customer Experience Science. Morris joins me today to talk about Customer Experience Science, Behaviour As Technology and his view on the biggest and current challenges for organisations trying to design and deliver a great […]

How doing less is delivering more for this business, it’s employees and it’s customers

We now live in an always on, always connected, 24/7/365 world. And, to compete in such a world, a company needs to have a real-time omni-channel presence, where it constantly monitors, matches and meets the ever changing needs of it’s customers. Right? Well, that seems to be the prevailing wisdom. But, isn’t there a problem […]

What does customer engagement really mean?

We’re now firmly in the last quarter of the year and many firms will be busy thinking about strategy and budgets for next year. Amongst all of the planning and strategy making, how to improve customer service, customer engagement and customer experience are likely to be playing a large part in many of the discussions. […]

Technology has made people very productive but it has undermined their creativity – Interview with Chris Lewis

Today’s interview is with Chris Lewis, CEO of global communications agency, LEWIS. Chris joins me today to talk about his new book: Too Fast to Think: How to Reclaim Your Creativity in a Hyper-connected Work Culture, the idea behind it, what he means by creativity, what are the implications of the hyper connected work culture […]

The need to (re)consider the technology and human balance in customer experience

We’re currently at that time of year where many firms, large and small, are starting to make plans and set budgets for what they are going to do over the course of 2017. As such, we are in the midst of conference season and many firms are looking for ideas and inspiration on how they […]

How Tower grew by over 40% by introducing a five hour work day – Interview with Stephan Aarstol

Today’s interview is with Stephan Aarstol, Founder & CEO of Tower Paddle Boards, a direct to consumer beach lifestyle brand, based in San Diego, that started with stand up paddle board manufacturer and has now extended into surf, snorkel, bikes, skateboards etc. However, Stephan joins me today to talk about his new book: The Five-Hour […]