The meaning of personalised customer experience – Interview with Jamf, Paycor and Qumulo

Today’s interview is a little different and is the first time that we have tried to conduct a roundtable style interview on the podcast. My guests today are: Sam Johnson, VP of customer service at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices, Mark Wilson, Senior director of customer transformation at Paycor, a provider of recruiting, human resources, and payroll solutions through an integrated, cloud-based platform, and Chris Lisica, Director of

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How to improve customer experience using employee feedback

feedback

This is a guest post from Sreeram Sreenivasan, Founder & CEO of Ubiq BI. Typically, businesses conduct customer surveys & interviews and apply the feedback to provide a better customer experience. But that’s just one half of the story. What if there was a more powerful source of customer insights, available right at your doorstep: your own employees. Although a single customer can share his/her experience at various touch points during their journey, their insights are only about themselves and not everyone

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Cut half of your meetings to engage more with customers

Bored Meetings

This is a guest post from Kevan and Alan Hall, authors of a new book: Kill Bad Meetings. In 23 years of working with organisations around the world to improve their engagement with customers and internal staff, time and again the issue comes back to meetings. Meetings are where collaboration and decision making happens and where we spend on average two days a week, half of it wasted. If we can get our meetings right we can have a significant impact

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Overcoming the barriers to delivering an excellent citizen experience – Interview with Ryan Hollenbeck and David Moody

Motherwell Civic Centre

Today’s interview is with Ryan Hollenbeck and David Moody from Verint Systems, a global technology firm that provides Actionable Intelligence® solutions, to both public and private sector organisations, with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. David and Ryan join me today to talk about citizen experience, overcoming barriers to implementing successful digital strategies, particularly in the government and public sector arena and what government and public sector organisations could be doing better. This

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What do the Bee Gees, words, a train company and customer experience have in common?

Bee_Gees_1992

The Bee Gees once sang “It’s only words, and words are all I have to take your heart away”. The sentiment in the Bee Gees words offer a lesson to companies wanting to improve their customer experience. The reason being is that the words that we choose to write to our customers are probably one of the most important elements that define the experience that our customers have with us. However, many businesses tend to ignore them, the extent of

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Heroes and the craft of customer support – Interview with Nick Francis

support

Today’s interview is with Nick Francis, CEO and co-founder of Help Scout, a Saas software company that provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals. Nick joins me today to talk about the ‘craft’ of customer support, making support and contact centre agents heroes and their latest Customer Support Survey. This interview follows on from my recent interview – Marrying self organising teams and customer obsession – Interview with Andrew

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Customer experience is all about empathy, here’s how to harness it

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This is a guest post from Oisin Lunny, Chief Evangelist, OpenMarket. Let’s face it: Mobile has changed everything. Today, if you can’t reach a personal contact quickly, it’s extremely frustrating. Likewise, when it comes to brands, if you can’t instantly get a hold of an airline, retailer, or bank–it’s infuriating. While many brands have caught on and adopted a mobile-first approach to customer service, many are still failing to meet customers’ expectations. They may be creating new ways to engage

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Marrying self organising teams and customer obsession – Interview with Andrew Lawson

Handshake

Today’s interview is with Andrew Lawson, Chief Product Officer of Zopa.com, a UK online personal finance peer-to-peer lending company founded in 2005. Andrew joins me today to talk about customer service, customer obsession, what it means to them and the shift to self-organising teams that they have recently undertaken. This interview follows on from my recent interview – Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach – and is number 230 in the

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Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach

Work at home

Today’s interview is with Keith Leimbach, CEO of Liveops, a leading virtual contact center solutions company for the financial, health care, insurance and retail industries. Keith joins me today to talk about the human and tech balance in customer experience, striking the right balance and maintaining quality standards when you are managing a network of 20,000 virtual agents. This interview follows on from my recent interview – Understanding a customers context is the key to self-service success – Interview with

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