New tech at work and improving the employee experience – How to get it right – Interview with Carrie Duarte

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Today’s interview is with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC’s U.S. Board. Carrie joins me today to talk about PwC’s new Tech at work and employee experience research report, the main findings, what they mean and what leaders should be doing about them. This interview follows on from my recent interview – Only 20 percent of support teams provide self service and other customer experience trends – Interview with Jeff Titterton –

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Analytics isn’t something you buy, it is something that you do – Interview with Larry Skowronek of NICE

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Today’s interview is with Larry Skowronek, Vice President Product Management and Product Marketing at NICE, a worldwide leading provider of software solutions enabling organizations to improve customer experience, ensure compliance, fight financial crime, and safeguard people and assets. Larry joins me today to talk analytics and about some new technology that they have developed that can monitor interactions & provide a holistic view of the customer journey from start to finish, route inbound calls to the most appropriate representative through

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What more empathy in business and artificial intelligence (AI) will look like – Interview with Minter Dial

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Today’s interview is with Minter Dial, keynote speaker and consultant on branding, new tech and digital transformation for blue chip companies, conferences and events around the world. Minter joins me today to talk about his new book: Heartificial Empathy, Putting Heart into Business and Artificial Intelligence, why the development of empathy is becoming so important, how we can develop it not only within ourselves but also the machines that we develop and what to watch out for when we do

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9 Trends shaping the future of marketing and CX in 2019 – Interview with Jeremy Korst

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Today’s interview is with Jeremy Korst, President of GBH Insights, a leading marketing strategy, consumer behavior and analytics consultancy. Jeremy joins me today to talk about 9 trends shaping the future of marketing and CX in 2019, what we need to know and what we should be doing about them. This interview follows on from my recent interview – What The Great Escape can teach us about Future Fit leadership – Interview with Mike Perk – and is number 289

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How to get the human touch and technology balance right in customer experience

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Recently I was lucky enough to have the chance to speak at the Customer Experience Innovation and Tech Fest in Pretoria, South Africa. There I was talking about the need for firms to take a more sophisticated approach to customer experience that would allow them to strike the right balance between the use of the human touch and technology. This is something I’ve been musing on and calling for for a couple of years now ever since I wrote the

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Design is how we treat each other – Interview with Rie Nørregaard

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Today’s interview is with Rie Nørregaard, a Managing Creative Director of SYPartners, a consultancy based in New York and San Francisco. For 20 years, they’ve helped business leaders, teams, and individuals pursue growth and greatness. Rie has recently started a podcast: Designing for Humanity, which aims to explore designing a future that’s made for all of us—and the best in us. They also say that design, at its heart, is an act of service and is the work of solving

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Convenience helps you stand out and creates fierce loyalty – Interview with Shep Hyken

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Today’s interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep joins me today today to talk about his latest book: The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, why convenience, the dimensions of convenience and how to use it to make a difference to your business’ service and experience. This interview follows on

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Should you be considering the use of blockchain to power your customer loyalty program?

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Distributed ledger technology, commonly known as blockchain, is a technology that has received a lot of attention in the last few months, particularly as the underlying technology powering crypto-currencies like Bitcoin. However, outside of crypto-currencies many entrepreneurs, large organizations, governments and technologists are exploring other applications of blockchain technology including everything from digital voting to the recording and protection of both formal and informal property holdings. Given the broad range of possible applications of this technology, I’ve recently been wondering

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

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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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