The removal of friction represents a huge opportunity for customer experience – Interview with Roger Dooley

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Today’s interview is with Roger Dooley who is a a speaker and author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, the popular blog Neuromarketing, and Brainy Marketing at Forbes. He joins me today to talk about his new book: FRICTION―The Untapped Force That Can Be Your Most Powerful Advantage, what friction is, how it affects us and what to do about it when it comes to customer experience. This interview follows on from my recent interview

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Are you brave enough to bring your customers or patients into your boardroom?

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A couple of weeks ago I took a bunch of people, from one of my clients, to visit The Walton Centre in Liverpool as part of a customer service excellence and continuous improvement programme. Not only is The Walton Centre a world class facility that specializes in neurology, neurosurgery, spinal and pain management services, it is also an award winning organization in terms of how it manages its people having been awarded the Investors in People Gold Standard (2014, 2017)

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How many exposure hours have you had with your customers over the last few months? – Interview with Andy MacMillan of UserTesting

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Today’s interview is with Andy MacMillan is CEO of UserTesting and joins me today to talk about their new research report: The Rise of the Experience Economy – The 2019 CX Industry Report, the work that they do, what the best brands do to understand their clients and what leaders and professionals in the CX space should be doing more of. This interview follows on from my recent interview – Everyone in an organisation should be a loyalty leader –

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Everyone in an organisation should be a loyalty leader – Interview with Sandy Rogers of FranklinCovey

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Today’s interview is with Sandy Rogers, the co-author of new book: Leading Loyalty: Cracking the Code to Customer Devotion and the leader of FranklinCovey’s Loyalty Practice. Sandy joins me today to talk about the new book, how leading companies develop loyalty (Spoiler alert: it’s not about a loyalty programmes), what they do to get in the way of loyalty and how they can put themselves on the right path. This interview follows on from my recent interview – New tech

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10 Things that you can do to improve the employee experience

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TINYpulse recently published their 2019 Employee Engagement Report titled The End of Employee Loyalty. With reputedly one of the largest databases in the world for employee feedback, they are well positioned to provide real insights into employee engagement trends. In fact, from January to December of 2018 they were able to collect responses from over 25,000 employees, working in more than 1,000 different companies across 20 industries spread across Northern America, Europe, Asia, and Australia. One of the headline findings

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New tech at work and improving the employee experience – How to get it right – Interview with Carrie Duarte

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Today’s interview is with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC’s U.S. Board. Carrie joins me today to talk about PwC’s new Tech at work and employee experience research report, the main findings, what they mean and what leaders should be doing about them. This interview follows on from my recent interview – Only 20 percent of support teams provide self service and other customer experience trends – Interview with Jeff Titterton –

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What your customer service agents’ top priorities should be in 2019

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This is a guest post from Chris Ryba, Director of Professional Services at VHT. With all the attention paid to the digital transformation and artificial intelligence, one important fact bears repeating: Your customers value ease and convenience in their customer service interactions, and they don’t much care about the technology your brand has invested in behind the scenes. In fact, CCW’s recent special report titled “Augmenting Contact Center Automation” found that 71 percent of customers, across all age demographics, still

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Vice chairman of leading insurer believes it is time for a business reboot

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Late last year I spoke with Jason Stockwood, Vice Chairman of Simply Business, the UK’s favorite business insurance broker, about a new book he has just had published: Reboot: A Blueprint for Happy, Human Business in the Digital Age. The book aims to counter much of the news and commentary that predicts the massively negative effect that Artificial Intelligence and automation will have on jobs and aims to show how any organization can think freshly and benefit from technology by

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What’s stopping you from doing the best work of your life? – Interview with Aaron Dignan

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Today’s interview is with Aaron Dignan, founder of The Ready, an organization design and transformation firm, and author of a new book: Brave New Work: Are You Ready to Reinvent Your Organization? Aaron joins me today to talk about the book, the core problem it is trying to address, the idea of organizational debt, what’s stopping you from doing the best work of your life and some of the biggest problems they have faced in helping firms transform the way

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