When will Direct Line join the UK’s magic circle?

Regulatory changes in the UK legal market have allowed supermarket chain The Co-operative, haulage company Eddie Stobart and insurance provider Direct Line to adopt alternative business structures (ABSs) and offer legal services in a range of areas. Could these firms challenge the magic circle in pure revenue terms one day? Possibly. If we assume that […]

Five ways to become more agile and responsive to your customers’ needs

About a month ago I wrote a piece called: Are You Sure Your Customers Will Wait Two Years For You To Change? The title and thrust of the piece was based on a conversation that I had had with Mark Lancaster, CEO of SDL, where he said: “When an executive team, in a large organisation, […]

Customer experience requires a new type of responsive leader – Interview with Sid Banerjee of Clarabridge

Today’s interview is with Sid Banerjee, CEO of Clarabridge, a leader in the Customer Experience Management (CEM) space, particularly when it comes to helping firms mine their customer data to make better business decisions. Sid joins me today to talk about why he thinks industry, what firms can do to respond to the changes around […]

Scaling up excellence is not a footprint problem but a mindset problem – Interview with Huggy Rao

Today’s interview is with Huggy Rao, Atholl McBean Professor of Organizational Behavior and Human Resources at Stanford Graduate School of Business and co-author of a new book, with Robert Sutton, called: Scaling Up Excellence: Getting to More Without Settling for Less. Huggy joins me today to talk about the book, the key scaling challenges that […]

Warmth, competency and customer experience – Interview with Chris Malone about The Human Brand

Today’s interview is with Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske at Princeton of a new book: The Human Brand: How We Relate to People, Products, and Companies. Following an introduction by Stan Phelps, who reviewed the book here, Chris was kind enough to make some time to […]

A 6 step approach to better customer and employee engagement

Some 18 months ago (Oct 2012), I had the pleasure of interviewing Get Satisfaction’s then CEO, Wendy Lea (she’s now their Executive Chairman) in True customer engagement is not based on click throughs or contests. In the interview, we talked a lot about the changing nature of business, social technologies, customer engagement, and what it […]

Are you sure your customers will wait two years for you to change?

Back in October of last year, IBM released the latest version of it’s Global C-suite Study. This study was made up of 4,183 conversations with C-suite leaders in 70 countries and across more than 20 industries. Their analysis of the conversations uncovered three major issues that the C-suite executives feel they need to embrace if […]

The changing world of B2B customer experience and what the future looks like – Interview with Charlie Peters of Emerson

Today’s interview is with Charlie Peters, who is Senior Executive Vice President of Emerson, a diversified global manufacturing and technology company that is working to solve the world’s most complex engineering challenges. Emerson has a market capitalisation of$45 billion, approximately 135,000 employees and 235 manufacturing locations worldwide. Charlie is a 40+ year veteran of Emerson […]

Behavioural science offers insight how customer experience can be improved – Interview with Prof. Nick Chater

Today’s interview is with Nick Chater, who is Professor of Behavioural Science, Warwick Business School and co-founder of the research consultancy Decision Technology. Nick joins me today to talk about behavioural science, how our brains are hot-wired to make us all storytellers and how we can apply lessons from behavioural science to help us deliver […]