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

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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

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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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Are your surveys aligned to your customer’s journey?

Recently I took a flight from London to the U.S. for work. Before getting to the airport, I made sure I had checked in online and had my boarding pass available on my phone. So, on arrival at the airport, the only thing I had to do before going through security was to have my passport and visa status checked by the airline staff that I was flying with. Having done that, I then headed through security and Duty-Free into

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Research insights into gathering effective feedback, the use of different metrics and generational differences around channel choice – Interview with Steve Morrell of Contact Babel

Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact centre industries. Steve joins me today to talk about gathering feedback, what CX metrics senior management consider the most important, the role of automation in CX and generational differences around CX amongst other things. This interview follows on from my recent interview – Our people first, customers second approach drives our growth – Interview

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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

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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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Glassbox’s instant replay technology helps customer service agents relive customer problems

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I’m sure many of you have had the experience of trying to help a friend or family member solve a technology problem over the phone. I know I certainly have, particularly when it comes to helping my father solve a problem that’s he’s been having with his computer at home. My experience is complicated by the fact that my dad has a PC, he’s not the most tech-savvy individual, and for the last few years, I have mainly been a

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Understanding friction and reward in customer experience – Interview with Richard Hammond and Rocky Howard of Uncrowd

Friction Reward

Today’s interview is with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus reward. Richard and Rocky join me today to talk about Richard’s new book: Friction/Reward: Be your customer’s first choice, the work that they are doing at Uncrowd and why we should pay attention, particularly when it comes to creating a better customer experience. This interview follows on from my recent interview – CEOs have to come to accept

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