Customer data mapping, engagement and developing trust – Interview with Rachel Lane of Verint

Today’s interview is with Rachel Lane, Director Customer Analytics EMEA at Verint, a US-headquartered analytics company which was founded in 2002. The company sells software and hardware products for security, surveillance, and business intelligence, which are designed through actionable intelligence to address issues in three areas: customer engagement optimization; security intelligence; and fraud, risk and […]

Did the hardest part of customer service just get easier? – Interview with Michael Schneider of Service

Today’s interview is with Michael Schneider who is the founder & CEO of Los Angeles-based Service (, which is providing “on demand customer service” – this means that they helping consumers resolve issues that they have with businesses by taking them off their hands and managing their resolution. Michael joins me today to talk about […]

The only person that everyone has in common is the customer – Interview with Ben Reason of Livework

Today’s interview is with Ben Reason, founding partner of Livework, a leading service design firm. They help organisations with customer related challenges and how they affect the business and the organisation. Ben along with Lavrans Løvlie and Melvin Brand Flu, two other Livework partners, has recently published a new book called Service Design for Business: […]

Why Should Anyone Work Here? – Interview with Gareth Jones

Today’s interview is with Gareth Jones, Visiting Professor at the IE Business School, Madrid, and a Fellow of the Centre for Management Development at London Business School. He is also a founding partner of Creative Management Associates (CMA), a consultancy focused on organisations where creativity is a source of competitive strength. Gareth along with co-author […]

Customer experience begins with the empowering of people to affect outcomes – Interview with Ian Fitzpatrick of Almighty

Today’s interview is with Ian Fitzpatrick, Chief Strategy Officer and founding partner at Almighty, a Boston-based digital agency that helps its clients reimagine what it means to be their customer, and build tools, systems and experiences that support those relationships. They recently published a new report called Hearts, then Charts: a framework for meaningful approaches […]

Let’s stop talking about data and start talking about outcomes – Interview with Geraldine McBride of MyWave

  Today’s interview is with Geraldine McBride, CEO of MyWave, a next generation CRM solution that puts the customer in charge of their data and their experience. You might remember that I spoke to Geraldine just over a year ago (Moving from the era of CRM (Customer Relationship Management) to the era of CMR (Customer […]

What it takes to build an award winning and customer centric culture – Interview with Fiona McSwein of Simply Business

Today’s interview is with Fiona McSwein, Chief Customer Officer at Simply Business, the UK’s favourite business insurance broker. They’ve just been awarded first place in The Sunday Times’ 100 Best Small Companies to Work For list (mid-sized category) this year. They are also a Sunday Times Tech Track 100 company and were recently named in […]

Behavioural science, customer experience and why we should test more things – Interview with Rory Sutherland of #ogilvychange

Today’s interview is with Rory Sutherland who is Vice-Chairman, Ogilvy & Mather UK and co-founder of #ogilvychange. The Ogilvy & Mather Group UK is made up of 10 companies that work across a range of marketing disciplines. #ogilvychange is their specialist behavioural science practice that uses the latest thinking in cognitive psychology, social psychology and […]

How to enhance, extend and crowd source your in-field customer service – Interview with Manuel Grenacher of Mila

Today’s interview is with Manuel Grenacher, who is the founder & CEO of Mila, a technology company which is helping large organisations crowd source their customer service and build extended service communities around their products and services. Manuel joins me to today to talk about what they are doing, why they are helping companies create […]