Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega

infinity

Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Rob at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about customer relevance, personalisation, artificial intelligence, GDPR and what firms should be focusing on in this era of constant change. This is the second of three interviews that I conducted at Pegaworld (like last year) so

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Getting help is often fraught with friction. It shouldn’t be – Interview with Tom Martin of Glance Networks

Today’s interview is with Tom Martin, CEO of Glance Networks, an enterprise software company that provides a “visual engagement platform” for their clients that combines co-browse, agent video and screen share into a tool for contact centre and customer support agents that helps them interact with their customers. Tom joins me today to talk about the challenge of providing tech support to your parents over the phone, how their technology works, use cases and why they chose to ask Forrester

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Should you be considering using blockchain for your customer loyalty program? – Interview with Jessica Groopman and Jeremiah Owyang

Blockchain

Today’s interview is with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, customer loyalty programmes and why and when you should be considering learning more. This interview follows on from my recent interview – Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa – and is number 267 in the series of interviews with authors and business

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The potholes of scaling customer support and service – Interview with Michael Redbord of HubSpot

Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid. This interview follows on from my recent interview – Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich –

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HubSpot learned that when it comes to customer success, everything counts in large amounts

HubSpots front lobby

Back in 2005, Bain produced a piece of research that identified the existence of a customer experience delivery gap, where 80% of the companies surveyed believed that they delivered a “superior experience” yet only 8% of customers agreed. Now that research may now be verging on becoming old and, potentially, out of date. But, the idea of a ‘gap’ existing still resonates with many executives and entrepreneurs that I talk to when I conduct workshops and give talks on getting

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An honest and open discussion about how and why we evolved our approach to customer success – Interview with Eva Klein of Hubspot

Evolve

Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it. This interview follows on from my recent interview – A tool to help us make better decisions and improve

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Customer success needs to be the responsibility of the entire organisation – Interview with Fred Shilmover

Today’s interview is with Fred Shilmover, the CEO and co-founder of InsightSquared, a provider of sales intelligence solutions for high-growth technology companies. Fred joins me today to talk about InsightSquared and their journey with implementing a customer success programme and how and why they changed it. This interview follows on from my recent interview – Ethics, technology and the impact of our decisions on customers and employees – Interview with Cennydd Bowles – and is number 252 in the series

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Fairness For All, workplace happiness and an inside look at the John Lewis Partnership – Interview with Lord Mark Price

John Lewis

Today’s interview is with Lord Mark Price, who is the former Managing Director of Waitrose and Deputy Chairman of The John Lewis Partnership. Mark joins me today to talk about his book: Fairness For All (the first book to explore the unique and much admired model of the John Lewis Partnership), the pursuit of workplace happiness, what companies getting right, what are they getting wrong and what they should be doing differently. This interview follows on from my recent interview

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The threat of PSD2 and how getting the basics right will help incumbent financial service providers prosper

psd2-eu

I remember a situation that happened around 10 years ago when I was applying for a mortgage from my bank.  When making the application I was faced with the fact that I had to complete a complicated form to apply for the mortgage. That was all fair, good and understandable up until the point that I had to gather all my financial data and complete a complicated set of financial computations to prove that the mortgage was affordable to myself.

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