The Future Of Work, Workforce Experience and Being Digital – Interview with Erica Volini

Future

Today’s interview is with Erica Volini, who is the US Human Capital leader for Deloitte Consulting. Erica joins me today to talk about the Future Of Work, the implications for organisations, organisational transformation, Digital DNA and how the employee experience fits into all of this. This interview follows on from my recent interview – The uniqueness in everyone is the largest asset you have in customer experience – Interview with Sam Johnson of Jamf – and is number 241 in

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Beyond digital and what many CMOs should be considering putting into their 2018 strategic plan

Baby boomer

Last year I wrote a piece called 3 Customer Groups That Are Being Overlooked In The Customer Experience Whirlwind. In it I ventured that there were a number of different groups of customers (The Rich Elders, The Private and The Quick) that weren’t getting a lot of attention. One of those groups, The Rich Elders, came into focus again for me recently in a conversation with Bruce Fielding, founder of Sterling.Agency, an agency that focuses on helping brands engage with

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The uniqueness in everyone is the largest asset you have in customer experience – Interview with Sam Johnson of Jamf

uniqueness

Today’s interview is with Sam Johnson, VP of customer experience at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices. Sam joins me today to talk about the idea that despite the fact that Jamf is a ‘tech’ focused company, most of the people that they hire don’t have tech backgrounds, why they taken that approach, how it came about, what the benefits have been and what others can learn from it.

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What 2017 Taught Us About the Live Chat Customer Experience

Live Chat

This is a guest post from Jamie Edwards, the co-founder and COO of Kayako. It’s no secret that live chat is becoming more and more important in customer service. What used to be a relatively uncommon tool is now increasingly a part of the customer support agent’s arsenal. Consider the research: According to Twilio and the market research firm Vanson Bourne, live chat is the preferred channel for customer service in South Korea, the U.S., Singapore, and India. Millennials—who love

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Communities will become a core engine of commerce, innovation, experience, loyalty and service – Interview with Rob Tarkoff

Community

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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3 Leading B2B Companies Share Their Secrets On How To Create A Personalized Customer Experience

Creating a personalized customer experience is a goal for many, if not all, firms as they strive to compete for, retain and deliver the best customer experience to their customers. But, if you have been to any conferences or have been reading analyst and commentariat articles lately, one would not be wrong in thinking that the way to achieve this was primarily through the use of software, data and analytics. This seems to be particularly true for firms that operate

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Online reviews have significant ROI with customers and prospects

This is a guest post from Adam Beeson, director of communications, G2 Crowd. Online reviews matter, a lot. A 2016 Local Consumer Review Survey from SEO and citation building service BrightLocal found that 84 percent of people trust online reviews as much as personal recommendations. In one year, that number jumped up by four points. With so many potential and current customers seeking information about your product or your company’s strengths and weaknesses, it is important to know how to

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The best marketing doesn’t feel like marketing – Interview with Tom Fishburne

marketoonist book

Today’s interview is with Tom Fishburne, the Founder & CEO of Marketoonist, a cartoon studio focused on content marketing. He’s also a very popular cartoon blogger and has just published a new book called: Your Ad Ignored Here: Cartoons from 15 Years of Marketing, Business, and Doodling in Meetings. Tom joins me today to talk cartoons, marketing, his new book what’s changed and what hasn’t in the last 15 years in marketing. This interview follows on from my recent interview

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What a BBC Radio sports programme taught me about customer surveys

Radio 5 Live

Recently on my own blog I wrote a piece called: Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates. In the article, I advocated for companies to do five things when asking their customers for feedback. Here is a summary of the five things: 1. Make it relevant – too many surveys ask too many questions that are irrelevant to the customer and their experience. Eliminate these questions and focus on the customer’s

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