How the emerging workforce ecosystem will impact customer experience

Network

Back in April, I talked to Anthony Abbatiello, principal at Deloitte Consulting LLP, about Deloitte’s 2018 Global Human Capital Trends Report, some of the workplace trends that have emerged from their research and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. Now, whilst the report highlighted ten different trends, one of the most interesting ones was the emergence of the trend called The workforce ecosystem: Managing beyond

Continue Reading

Digital transformation and the pursuit of customer centricity: Lessons from the frontline – Interview with Martijn Gribnau of Genworth Financial

Martijn's orange jacket

Today’s interview is with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on providing long term care insurance, life insurance, annuity retirement solutions and more. I spoke to Martijn at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about digital transformation, the pursuit of simplicity, customer centricity and leadership behaviour. This is the first of three interviews that I conducted at Pegaworld (like last year) so look

Continue Reading

Four key questions to consider for successful digital transformation

internet-3400789_1280

This is a guest post from Jonas Andrén, Lokesh Dadhich, Johan Treutiger and Tove Kjellén from Arthur D. Little. Digitalization is a cross-societal megatrend, affecting and challenging all sectors, from manufacturing to local government. Consequently, executive interest in digital transformation is increasing rapidly, as more and more organizations face agile disruptors harnessing new technologies to compete against them. We define digital transformation as: The use of digital technologies and data to create new value propositions and operating models. These are

Continue Reading

Tom Peters’ incredibly practical and ingenious tip for improving cross functional working

Free_Culture_Lunch_4

Silo-ed working is common complaint in many organizations and it is often cited as being both a barrier to competitiveness and a barrier to being able to deliver a connected and consistently great customer experience. However, the challenge is that when coming up with ideas about how to break down silo-ed behavior and improve communication and collaboration across firms, many leaders and executives often default to software based solutions. Now, many of these software solutions are great. But, what they

Continue Reading

The potholes of scaling customer support and service – Interview with Michael Redbord of HubSpot

Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid. This interview follows on from my recent interview – Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich –

Continue Reading

Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro

Growth

Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro – powered by TELUS International, a global and award winning customer experience outsourcer. Brian joins me today to talk about their approach, their clients partners (ahem!) and what they have learned from each other as they have grown together. This interview follows on from my recent interview – Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte – and

Continue Reading

Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte

Trends

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and the Human Capital practice’s Digital leader. He joins me today to talk about Deloitte’s newly released annual Global Human Capital Trends Report (2018), some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – You don’t need more than 3

Continue Reading

New research: Senior in-fighting undermines engagement and it’s the CEO’s fault

London_Business_School_facade

In December, London Business School released a new piece of research: their 2017 Business Leaders Survey. The surveyed asked 1,248 individuals in senior positions from varying sizes of organizations across 12 sectors and 98 countries for their perspective on what are the major leadership and development challenges facing their organizations. The research found that the 5 biggest challenges facing leaders and their organizations today are employee engagement, effective strategy execution, talent management, siloed working practices  and how to encourage better

Continue Reading

HubSpot learned that when it comes to customer success, everything counts in large amounts

HubSpots front lobby

Back in 2005, Bain produced a piece of research that identified the existence of a customer experience delivery gap, where 80% of the companies surveyed believed that they delivered a “superior experience” yet only 8% of customers agreed. Now that research may now be verging on becoming old and, potentially, out of date. But, the idea of a ‘gap’ existing still resonates with many executives and entrepreneurs that I talk to when I conduct workshops and give talks on getting

Continue Reading

Site Footer