Innovation, customer experience and co-design partnerships with your customers – Interview with Gary Miles of Amdocs

Today’s interview is with Gary Miles, who is the is the General Manager for Amdocs’ Big Data and Strategic Innovations unit. Amdocs is a leader in the customer experience software solutions and services space for the world’s largest communications, entertainment and media service providers. Gary joins me today to talk about working with their customers […]

Having a goal of reducing customer service calls to zero – Interview with Ian Siegel of ZipRecruiter

Today’s interview is with Ian Siegel who is co-founder and CEO at, a job platform for small and medium sized businesses which provides them with the fastest and easiest way to get a job listing in front of millions of candidates as well as some additional on-boarding features. Ian joins me today to talk […]

Customer experience failures are more likely to be remembered than successes – Interview with Paige O’Neill of SDL

Today’s interview is with Paige O’Neill who is Chief Marketing Officer of SDL, a global Customer Experience software solutions provider. Paige joins me today to talk about SDL’s latest global Customer Experience Thought Leadership research into when Customer Experience fails (and when it triumphs), exactly what happens, and why? This interview follows on from my […]

How we transformed our organisation and our customer experience – Interview with Damian Thompson of Principality Building Society

Today’s interview is with Damian Thompson, Director of Distribution at Principality Building Society, a Welsh building society founded in 1860 and head-quartered in Cardiff. Principality is the largest building society in Wales and the sixth largest in the United Kingdom. Damian joins me today to talk about how they transformed their customer experience by moving […]

Towards a unified view of the customer – Interview with James McGourlay of OpenText

Today’s interview is with James McGourlay, who is the Senior Vice President of Global Technical Services at OpenText, a global leader in Enterprise Information Management (EIM) & Canada’s largest software company. James joins me today to talk about some of the big challenges that they are seeing and hearing about from their customers, how they […]

How Chief Customer Officers build their organisations customer growth engine – Interview with Jeanne Bliss of CustomerBliss

Today’s interview is with Jeanne Bliss, who is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association (CXPA). Jeanne joins me today to talk about her new book: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. This interview follows on from my recent interview – The […]

The pre-life, early life and in-life stages of the employee experience – Interview with Jo Taylor

Today’s interview is with Jo Taylor, former Director of Talent Management at Talk Talk, a provider of pay TV, telecoms, internet access mobile services to businesses and consumers in the UK. Jo joins me today to talk about what it takes to build a dynamic, responsive and evolving culture. This interview follows on from my […]

Building a better place to work helps develop long term customer relationships – Interview with Sebastian Henkes and Claire Clifford of Sabio

Today’s interview is with Sebastian Henkes and Claire Clifford who are the Managing Director and Head of HR and People Development respectively at Sabio, a systems integrator that specialises in providing contact centre solutions. Sebastian and Claire join me today to talk about the fact that Sabio have recently been named as one of the […]

Millennials and how they engage with insurance companies – Interview with Dr Paul Redmond

Today’s interview is with Dr. Paul Redmond who is a leading expert on generations and the graduate labour market. Dr. Redmond joins me today to talk about a report that was recently released by Capgemini and Pegasyatems that looks at how UK millennials are engaging with insurance companies, how important social media is in that […]