Four insights from leading thinkers that will transform your employee engagement and performance

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Despite heavy investment by organizations to improve their customer experience, customers still complain about inconsistent and unsatisfactory experiences. Moreover, when put to leaders and managers of many organizations they often cite lack of collaboration and communication, silo-ed thinking and the disappointing results of their digital and transformation efforts as some of the main reasons behind their their inability to deliver a consistent and delightful customer experience. Therefore, to achieve the performance levels that customers and leaders want, something has to

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Corporate Rebels and their bucket list show how to create inspiring workplaces – Interview with Pim de Morree

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Today’s interview is with Pim de Morree, Co-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about Corporate Rebels, their quest to make work more fun, their Bucket List and what they have learned so far. This interview follows on from my recent interview – The more you invest in technology the more you have to invest in human beings – Interview with Arnaud de Lacoste – and is

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Thrive through busy times by studying your support history

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“In history, a great volume is unrolled for our instruction, drawing the materials of future wisdom from the past errors and infirmities of mankind.” – Edmund Burke, Irish writer, politician, journalist and philosopher “Those who cannot remember the past are condemned to repeat it.” – George Santayana, Spanish philosopher and novelist Are you a fan of history? If you work in customer service or support, then I believe you should be. I don’t mean the sort of history that involves

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

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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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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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Creating a culture that stands for something and stands out – Interview with Tim Deeson

Today’s interview is with Tim Deeson, the founder of the digital agency Deeson, a leading European multidisciplinary digital transformation agency. Tim joins me today to talk about self-organising teams, what they’ve done, what they learnt along the way, what impact it has had on them and their clients and what advice he would give to other leaders thinking about their organisational structure and how it needs to change to bring out the best in their people and deliver better outcomes

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How to improve customer experience using employee feedback

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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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Eliminate blindspots and build engagement by getting to know your company better – Interview with Claire Lew

Blindspot

Today’s interview is with Claire Lew, CEO of Know Your Company, a software tool that helps business owners get to know their employees better and overcome company growing pains. Claire joins me today to talk about spinning out from Basecamp, the problem that Know Your Company solves, how they do what they do and the sort of impact that it has. This interview follows on from my recent interview – Overcoming the barriers to delivering an excellent citizen experience –

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

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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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