Ethics, technology and the impact of our decisions on customers and employees – Interview with Cennydd Bowles

Ethics

Today’s interview is with Cennydd Bowles, a designer and writer focusing on the ethics of emerging technologies. Cennydd joins me today to talk about ethics, technology, emerging technology, design and the impact of the decisions we make on customers and employees. This interview follows on from my recent interview – The Age Of Agile and why agile is more than a tool or method – Interview with Steve Denning – and is number 251 in the series of interviews with

Continue Reading

The Age Of Agile and why agile is more than a tool or method – Interview with Steve Denning

Recursion iteration icon

Today’s interview is with Steve Denning, who describes himself as a writer, author, journalist and a renaissance man. He is very modest so I have included a more detailed bio for him below. As well as being a fellow Forbes contributor, he has just published a new book called The Age of Agile: How Smart Companies Are Transforming the Way Work Gets Done and joins me to day to talk about the new book, the imperative behind it and what

Continue Reading

A greater purpose will give your customer and employee experience an extra edge

Got purpose

Historically, customers used to buy the practical benefits of a product or service. More recently, however, the experience that customers receive has become ever more important and the battleground on which most companies are now competing. But, that experience seems to be evolving and is now being influenced by an emerging trend, one that finds that many customers are increasingly buying based on a company or brand’s purpose and how focused they are on the greater good. What seems to

Continue Reading

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

Continue Reading

Start building a better culture by doing this one thing consistently this year

One thing

I recently read a story about Sheldon Yellen, the CEO of BELFOR Holdings, Inc, a global disaster relief and property restoration company, who personally writes a birthday card to everyone one of Belfor’s 7,400 employees every year. That’s some effort. To put that into context that works out, on average, to be 37 cards every working day of the year. Now, many CEOs or other leaders may see this as a frivolous activity or not a good use of their

Continue Reading

57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 2

Wow pt2

This is the second part of the article: 57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience. As mentioned in Part 1, over the course of the last 18 months and since How to Wow came out I’ve being interviewing a range of leaders, entrepreneurs, authors, thinkers and academics about what it takes to deliver better outcomes for their customers and their people. Moreover, towards the end of each of these interviews

Continue Reading

57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 1

Wow

Over the course of the last 18 months and since How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing was published I’ve continued to interview (around 60 since it was published) a range of leaders, entrepreneurs, authors, thinkers and academics around what it takes to deliver better customer service and experience. These interviewees, their organisations and those of their clients are responsible for generating billions in revenue every year, employ hundreds of thousands of people, serve and

Continue Reading

Brands can create a better customer experience by being purpose driven – Interview with Alicia Tillman, CMO of SAP

Purpose

Today’s interview is with Alicia Tillman, the new global Chief Marketing Officer (CMO) of SAP, the world’s largest provider of enterprise application software. Alicia joins me today to talk purpose and how brands can create a better customer experience by being a purpose driven brand. This interview follows on from my recent interview – Public Enemy and getting practical with AI in the contact centre – Interview with Mikhail Naumov – and is number 245 in the series of interviews

Continue Reading

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

Four

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

Continue Reading

Site Footer