Three areas where some contact centres may be overlooking their GDPR obligations

female customer on phone

In the run up to May 25 this year many people, including me, were inundated with emails from companies asking them to opt in to their email marketing lists or informing them of their new data, security and privacy policies. This was all due to the fact that the long talked about General Data Protection Regulation (GDPR) framework came into force in Europe. After the dust started to settle and my inbox had started to return to normal, I began

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Creating a learning environment that drives better sales and customer success outcomes – Interview with Pat Lynch of MindTickle

Today’s interview is with Pat Lynch, VP of Enablement Excellence and Innovation at MindTickle, one of the industry’s most comprehensive readiness and learning solutions for closing the knowledge and skill gaps found in customer-facing teams. Pat joins me today to talk about learning versus training, the frustrations of Chief Learning Officers, what’s missing from the modern corporate learning environment, what is needed to get the most out of the Millennial and Gen-Z workforce and what MindTickle are doing about it.

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Applying design thinking to culture change and employee experience – Interview with Karen Jaw-Madson

DOWE Process

Today’s interview is with Karen Jaw-Madson, Principal of Co.-Design of Work Experience and author of a new book: Culture Your Culture: Innovating Experiences @Work. Karen joins me today to talk about the book, applying design thinking to the culture change process, the DOWE framework and what leaders and organisations should be doing to create a more innovative culture at work. This interview follows on from my recent interview – Delivering a personalized customer experience the Zappos Way – Interview with

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How to go from 800 to 5000 employees in 3 years and still deliver beautiful customer experiences

Voxpro

As more and more parts of the customer journey are digitized and automated, the role of front-line customer service staff is evolving. Through the use of clever technology they are seeing much of the mundane and repetitive parts of their jobs eliminated. This is allowing them to spend extra time on solving more complex customer issues as well as developing deeper emotional connections with customers. Given the changing nature of front-line customer service roles many companies are starting to question

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Delivering a personalized customer experience the Zappos Way – Interview with Alex Genov of Zappos

girl-2696947_1280

Today’s interview is with Alex Genov, Head of Customer Research for Zappos.com. I spoke to Alex when I was in Las Vegas in June and talked to him about Zappos, personalization, what many folks are getting wrong, what Zappos has learnt with their personalization efforts and where they are headed. This interview follows on from my recent interview – Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega – and is number 273 in the

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Moyez’s chair and what we can learn from his story about improving client and patient experience

Chair

I was lucky enough recently to spend time chatting to Bernadette Jiwa about her new book: Story Driven. The premise of the book is that every great business or great career has a backstory, a journey to now, which both compels and helps them to deliver the work that they do. Now, the book is packed full of stories. But, there was one that stood out for me and is particularly relevant when it comes to improving service and experience.

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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

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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

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Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa

what's your story

Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of a number of best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Story Driven: You don’t need to compete when you know who you are, why stories and why now, a flavour of some of the stories in the book, why

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