Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly

Creepy

Today’s interview is with Tara Kelly, President & CEO of SPLICE Software, who are helping retailers, insurance companies, and banks optimize customer communications through the marriage of patent-pending human voice software, and personalized automated messaging systems. We talk about personalisation, how many companies are struggling to get it right and what companies can do to help their customers feel more comfortable with the personalisation and privacy balance. This interview follows on from my recent interview – Opaque and transparent AI

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Customer engagement transformation

Customer Engagement Transformation Conference

This post was originally published on the Engage Customer website here. On Thursday 6th July I had the pleasure of chairing proceedings in Hall 2 of the Customer Engagement Transformation Conference that took place at the Victoria Park Plaza hotel in London. The theme of the day was to ‘help delegates in their quest to transform the way they interact with customers in order to reap the rewards of successful engagement’. All good and very interesting stuff and I was

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Aligning the organisation around three key journeys and why passenger experience equals employee experience – Interview with Mattijs ten Brink of Transavia

Mattijs ten Brink at Pegaworld

Today’s interview is with Mattijs ten Brink, Chairman & CEO of Transavia, a Dutch low-cost airline which is a wholly owned subsidiary of KLM and part of the Air France/KLM group. I had a chance to sit down and chat with Mattijs when I met up with him at Pegaworld earlier this month. We talk about how Transavia competes against larger competitors, how they are building an agile and adaptable organisation, the passenger and employee experience and a fascinating piece

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Great service and why Basecamp only focuses on a couple of channels – Interview with Chase Clemons

Choice

Today’s interview is with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software. We talk about Basecamp’s CEO Jason Fried assuming personal responsibility for all customer refunds, what that means in practice, what it’s like to work at Basecamp, what customer service means for them, particularly when they have approx 50 people in 30 different cities around the world and how they deliver great service to their clients. This interview follows

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The importance of customer retention — An empirical study

This is a guest post from Josh Chapman, a financial modelling expert, based in New York City. As a startup founder or entrepreneur, you’re hyper focused on growth. This growth typically leads to the following results (in order): 1) more customers, 2) more revenue, 3) more employees…and repeat. Yet often times, founders approach customer growth at almost any cost. Founders and Venture Capitalists alike tend to accept a high monthly burn as long as new customer acquisition is making healthy

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The most successful companies start by improving one customer journey at a time – Interview with Don Schuerman

One at a time

Today’s interview is with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems. I had a chance to sit down and chat with Don when I met up with him at Pegaworld earlier this month. We talk about what companies, in the midst of the customer experience maelstrom, should be doing more of and what they should be doing less of, the balance of the human touch and technology in customer experience as well as the emerging ethical

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Learn from brands using behavioral science when designing your B2B UX

UX

This is a guest post from Matt Brown, senior director of digital marketing at Walker Sands Digital, a digital marketing services agency that is part of the award-winning B2B tech PR agency, Walker Sands Communications. How are brands using behavioral science when designing UX? Behavioral science is at the forefront of every market-leading brand today. Be it Uber with constant goal reminders for the company’s drivers, Netflix with its endless queue, or Whole Foods’ placement of fresh produce and flowers

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Harnessing Your Data to Improve Customer Experience

kiteboarding harness

Here’s a recent talk that I recently gave at Whitehall Media’s Big Data Analytics conference in Amsterdam called ‘Harnessing Your Data to Improve Customer Experience’. Here’s some highlights from the talk: Most companies are competing on CX, Companies with a leading CX: Out-perform the market by 40%, Grow faster and are more profitable, Are 80% more likely to retain customers, and Benefit from much higher customer spending (up to 140% higher) because of their investments in CX. The possibilities of

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How To Wow – A new customer experience video course on Skillshare

How To Wow Course On Skillshare

Last year I published a book: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing, which I am very proud to say became a best-seller and is still doing well. On the back of book, I’ve been getting a lot of requests from lots of different companies to either come and speak at one of their events or to run a master class/workshop for them on how they can create their own wow experience. More recently, I’ve

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