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

Continue Reading

Creating a culture that stands for something and stands out – Interview with Tim Deeson

Today’s interview is with Tim Deeson, the founder of the digital agency Deeson, a leading European multidisciplinary digital transformation agency. Tim joins me today to talk about self-organising teams, what they’ve done, what they learnt along the way, what impact it has had on them and their clients and what advice he would give to other leaders thinking about their organisational structure and how it needs to change to bring out the best in their people and deliver better outcomes

Continue Reading

Customer experience leaders: When was the last time you went to the gemba?

Gemba

Have you ever heard of the expression: ‘Going to the gemba’ ? It originates from Taiichi Ohno, father of the Toyota Production System, and suggests that managers should regularly go to the place where ‘value is created’ to both learn and look for ways to improve how things are done. Now, gemba is a Japanese word and means “the real place” i.e. the place where things actually happen. For example, TV reporters talk about ‘reporting from the gemba’ whilst police

Continue Reading

The meaning of personalised customer experience – Interview with Jamf, Paycor and Qumulo

Today’s interview is a little different and is the first time that we have tried to conduct a roundtable style interview on the podcast. My guests today are: Sam Johnson, VP of customer service at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices, Mark Wilson, Senior director of customer transformation at Paycor, a provider of recruiting, human resources, and payroll solutions through an integrated, cloud-based platform, and Chris Lisica, Director of

Continue Reading

Overcoming the barriers to delivering an excellent citizen experience – Interview with Ryan Hollenbeck and David Moody

Motherwell Civic Centre

Today’s interview is with Ryan Hollenbeck and David Moody from Verint Systems, a global technology firm that provides Actionable Intelligence® solutions, to both public and private sector organisations, with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. David and Ryan join me today to talk about citizen experience, overcoming barriers to implementing successful digital strategies, particularly in the government and public sector arena and what government and public sector organisations could be doing better. This

Continue Reading

What do the Bee Gees, words, a train company and customer experience have in common?

Bee_Gees_1992

The Bee Gees once sang “It’s only words, and words are all I have to take your heart away”. The sentiment in the Bee Gees words offer a lesson to companies wanting to improve their customer experience. The reason being is that the words that we choose to write to our customers are probably one of the most important elements that define the experience that our customers have with us. However, many businesses tend to ignore them, the extent of

Continue Reading

Heroes and the craft of customer support – Interview with Nick Francis

support

Today’s interview is with Nick Francis, CEO and co-founder of Help Scout, a Saas software company that provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals. Nick joins me today to talk about the ‘craft’ of customer support, making support and contact centre agents heroes and their latest Customer Support Survey. This interview follows on from my recent interview – Marrying self organising teams and customer obsession – Interview with Andrew

Continue Reading

Marrying self organising teams and customer obsession – Interview with Andrew Lawson

Handshake

Today’s interview is with Andrew Lawson, Chief Product Officer of Zopa.com, a UK online personal finance peer-to-peer lending company founded in 2005. Andrew joins me today to talk about customer service, customer obsession, what it means to them and the shift to self-organising teams that they have recently undertaken. This interview follows on from my recent interview – Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach – and is number 230 in the

Continue Reading

Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach

Work at home

Today’s interview is with Keith Leimbach, CEO of Liveops, a leading virtual contact center solutions company for the financial, health care, insurance and retail industries. Keith joins me today to talk about the human and tech balance in customer experience, striking the right balance and maintaining quality standards when you are managing a network of 20,000 virtual agents. This interview follows on from my recent interview – Understanding a customers context is the key to self-service success – Interview with

Continue Reading

Site Footer