The future of customer experience and how digital transformation is as much a human problem as it is a technology problem – Interview with Brian Solis

Transformation

Today’s interview is with Brian Solis, Principal Analyst and Futurist at Altimeter, a Prophet Company. Prophet is a consultancy that helps clients find better ways to grow by creating relevant brands and customer experiences, driving accelerated growth strategies and leveraging digital as a transformative force. Brian joins me today to talk about the state of customer experience, digital maturity, digital transformation, digital Darwinism and the future of customer experience. This interview follows on from my recent interview – CMOs, collaboration,

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

Rebel 2

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

Future

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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Big data and technology is undermining our ability to develop our own hunches – Interview with Bernadette Jiwa

Hunch

Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of five best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Hunch: Turn Your Everyday Insights into the Next Big Thing, big data, decision making, where hunches come from and how we can develop our own hunches. This interview follows on from

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Using agile approaches for breakthrough product innovation

Breakthrough

This is a guest post from Arthur D. Little. It was written by Mitch Beaumont, Ben Thuriaux, Prashanth Prasad, Chandler Hatton and Colin Davies. Breakthrough innovation – innovation aimed at delivering disruptive impact, or creating new market spaces or step-changes in product, process or business-model performance – is increasingly important for companies. However, outside of the software industry most organizations, especially those with complex engineered products and longer development lifecycles, struggle to deliver it systematically. This is principally because the

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Wayfair’s innovative recruitment methods help drive their award winning customer service

Comic Con Guardians

In the world of customer service, frontline roles are evolving and are doing so rapidly. As higher levels of self-service and the utilisation of artificial intelligence, chat bots and other tech applications take hold, frontline customer service roles are evolving such that they are now starting to require deeper level thinking and problem solving skills. This is supported by research done by BT futurist Nicola Millard who published a report in 2014 called SuperAgent 2020, which found that the 2

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How to make phone conversations with customers better

phone service

Despite the introduction of all sorts of new technology, a myriad of new channels and a host of self-service options, when things go wrong, get complicated or become difficult for customers most of them will want to pick up the phone and talk to another human being. That behaviour makes phone conversations an integral and hugely important part of the whole customer experience, whether the conversations take place at the beginning (sales), middle (service) or the end (renewal) of the

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Do you really want to create a frictionless customer experience?

Amazon Go

One of the items rising up the customer experience agenda at the moment is the objective of creating a frictionless experience. Now, I’m a fan of removing the ‘grit’ from the customer’s experience. You know…the little things that makes things hard or uncomfortable. But, to completely remove all the ‘friction’ from the customer experience? Is that wise? Consider a few examples: Digital design agency, Huge, is developing a coffee shop concept based on a new “anticipatory design” philosophy, which concentrates

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How to do extraordinary things for your customers and your people – Interview with Bill Taylor

Today’s interview is with Bill Taylor, co-founder and founding editor of Fast Company, who now spends his time writing books and speaking to leadership audiences. Bill joins me today to talk about his new book: Simply Brilliant: How Great Organizations Do Ordinary Things In Extraordinary Ways, why he wrote it, it’s central thesis, who’s it for, some of the great stories in it and what’s its purpose. This interview follows on from my recent interview – The rationale behind choosing

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