Pathfinder customers and employees are demanding more of senior leaders – Interview with Katherine LaVelle of Accenture

brain

Today’s interview is with Katherine LaVelle, Managing Director and North America Lead for Talent & Organization at Accenture Strategy. Katherine joins me today to talk about a new piece of research (New Rules for Engagement) which is based on interviews with 200 C-suite executives and a survey of more than 11,000 employees and consumers globally and explores the hypothesis that proactively reskilling the C-Suite can lead to both personal and bottom line benefits. This interview follows on from my recent

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Has Amazon been trying to charm socially conscious shoppers in the U.K. in advance of Christmas?

Amazon in the UK

Over the last couple of months, Amazon has been running TV advertisements promoting the fact that the public can book a tour at one of eight of their fulfillment centers here in the U.K. Now, I’d never heard of this initiative before, so I wondered how long it had been going on. As it turns out that they have been running tours of their fulfillment centres for about four years now although while the number of centers covered has expanded

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The secrets behind Airbnb’s customer experience – Interview with Joseph Michelli

airbnb

Today’s interview is with Joseph A. Michelli, a best-selling author, internationally sought-after speaker and organizational consultant. Joseph joins me today to talk about his new book: The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, why he wrote the book, what can we learn from Airbnb and some for the future challenges facing companies trying to deliver a stand out experience. This interview follows on from my recent interview – Research insights into gathering effective

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As businesses scale they can lose touch with their customers, here’s what HubSpot is doing to prevent that happening

HubSpot

It’s a common occurrence that as companies scale one of the biggest challenges that they face is staying close to their customers. HubSpot, a provider of a growth platform that helps transform the way that organizations attract, engage, and delight their customers, is no stranger to this phenomena. Established in 2006, they crossed the $100 million in sales mark in 2014 and held an IPO in the same year. Since then they’ve powered on to generate $500 million in sales

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Our people first, customers second approach drives our growth – Interview with Tom van der Lubbe of Viisi

first second

Today’s interview is with Tom van der Lubbe, the Co-Founder of Viisi NV, a Dutch financial services company that offers customized mortgage advice and solutions. Tom joins me today to talk about holocracy, decentralized decision-making, culture, radical transparency, only having one rule, rotating leadership and the impact of all of this on their clients experience. This interview follows on from my recent interview – Understanding friction and reward in customer experience – Interview with Richard Hammond and Rocky Howard of Uncrowd

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How many exposure hours have you had recently with your customers?

Back in April, I talked to Andy Macmillan, CEO of UserTesting, about a new industry report that they had released – The Rise of the Experience Economy – The 2019 CX Industry Report. The big headline this year was that more and more organizations have started to talk about the overall experience they are creating rather than just talking about new technology or digital initiatives. That implies that while many firms may have said that they were going to be

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CEOs have to come to accept that CX is their responsibility – Interview with Jeanne Bliss

Today’s interview is with Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer and joins me today on the podcast for something different. Rather than conducting a straight up interview, we rummage around some of the big issues and challenges in customer experience right now in a short and punchy rant-off. We also

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The internal perception gap that is holding back your employee experience

Recently, I wrote about the perception gap that exists between how businesses think they are doing, regarding the delivery of great customer experience, and how customers perceive the performance of brands. However, this is not the only perception gap that exists and hinders the performance of organizations in their pursuit of delivering better customer experience. According to PwC’s recent Tech At Work and employee experience research report, a gap also exists between how leaders perceive the effectiveness of their technology

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How objectivity about new technology is key to delivering a leading customer experience

Objectivity

At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers regarding customer experience. The report called the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, surveyed more than 900 contact center decision makers in the US, UK, and Australia. Like many other studies that have gone before it, the NICE inContact study highlighted the existence of a perception gap between how businesses think they are doing

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