The ROI of investing in employee experience – Interview with Jacob Morgan

office lobby

Today’s interview is with Jacob Morgan, a speaker, advisor, futurist and best-selling author on the future of work. Jacob joins me today to talk about his new book: The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces They Want, the Tools They Need, and a Culture They Can Celebrate, the extensive research project that fueled the book, the RoI of employee experience and what we can learn from the book. This interview follows

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Some customer experience lessons from United’s and my own experience of denied boarding

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In recent weeks, we have seen a enormous amount of coverage of the incident involving Dr David Dao when he was violently dragged off a United Airlines plane in Chicago on the 9th of April, losing two teeth and suffering a broken nose in the process. If that was not bad enough, Oscar Munoz, United’s CEO received a huge amount of criticism for how he initially responded to the incident where, in his first public statement following the incident, he

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Understanding consumer behaviour by going to the gemba – Interview with Michael Solomon

Gemba

Today’s interview is with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia and the author of one of THE books, if not THE original book, on consumer behaviour. He joins us today to talk about the 12th Edition of that book: Consumer Behavior: Buying, Having, and Being and to share some insights into and trends in consumer behaviour. This interview follows on from my recent interview – An

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Wayfair’s innovative recruitment methods help drive their award winning customer service

Comic Con Guardians

In the world of customer service, frontline roles are evolving and are doing so rapidly. As higher levels of self-service and the utilisation of artificial intelligence, chat bots and other tech applications take hold, frontline customer service roles are evolving such that they are now starting to require deeper level thinking and problem solving skills. This is supported by research done by BT futurist Nicola Millard who published a report in 2014 called SuperAgent 2020, which found that the 2

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An agile manifesto for customer success – Interview with Todd Eby of Success Hacker

Today’s interview is with Todd Eby, the Founder & CEO of Success Hacker, a boutique customer success advisory firm focused on education, recruiting, consulting and success hacking services. Todd joins me today to talk about why he thinks the the future of customer success is agile, why that is and what firms need to learn to do in order to be more successful. This interview follows on from my recent interview – Bringing together disparate data sources is key to

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Your frontline employees hold the keys to improving your customer experience

brain network people

The business world is abuzz at the moment with lots of talk of artificial intelligence and it’s potential applications, particularly when it comes to the use of tools like neural networks. But, what is a neural network? Well, first of all neural networks are properly known as artificial neural networks (ANNs) and these are commonly described as‘ an interconnected system of neurons, as in the brain or other parts of the nervous system’. Now, ANNs are fascinating and offer so

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The power of social recognition in employee engagement – Interview with Ketti Salemme of TINYpulse

Cheers

Today’s interview is with Ketti Salemme, Senior Communications Manager at TINYpulse, an employee engagement platform that combines pulse surveys, peer recognition, and performance reviews. Ketti joins me today to talk about employee engagement, surveys and creative work hacks that drive the development of a great culture and employee satisfaction. This interview follows on from my recent interview – Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice – and is number 211 in the

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Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice

St Louis Cardinals

Today’s interview is with Brian MacNeice, Managing Director, Kotinos Partners & Co-Author of Powerhouse: Insider accounts into the world’s top high-performance organizations. He joins me today to talk about the book, some of the amazing companies that they interviewed in the course of researching the book and what we can learn from them. This interview follows on from my recent interview – The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte – and is

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The keys to customer success

Success

In December of last year, I was asked to participate in an expert panel on customer success team performance. The invite came from Darren Noy, Chief Science Officer of Kannetic, a start up that is building solutions that tap into the power of collective intelligence to help build high performing teams and organizations. Using a process similar to the Delphi-method, Darren asked myself and 14 other participants to answer three surveys (one 10-minute, one 20-minute, and one 30-minute survey) where

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