The ROI of investing in employee experience – Interview with Jacob Morgan

office lobby

Today’s interview is with Jacob Morgan, a speaker, advisor, futurist and best-selling author on the future of work. Jacob joins me today to talk about his new book: The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces They Want, the Tools They Need, and a Culture They Can Celebrate, the extensive research project that fueled the book, the RoI of employee experience and what we can learn from the book. This interview follows

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Focus on the right things to drive your own customer experience revolution – Interview with Susan Ganeshan

Revolution

Today’s interview is with Susan Ganeshan, Chief Marketing Officer of Clarabridge, a leading customer experience Saas platform that transforms survey, social, voice and all other forms of customer feedback into actionable intelligence that drives real change in business and creates happier customers. Susan joins me today to talk about some research that they recently conducted (Call Center Agent Survey Results), which investigated the differing viewpoints of both contact centre employees and consumers in the United States. This interview follows on

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How D.O.M.O.R.E. will help you deliver an outstanding customer experience – Interview with Blake Morgan

More

Today’s interview is with Blake Morgan, a customer experience futurist, fellow Forbes contributor and the author of a new book: More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences. She joins me today to talk about her new book and what we can do to create ‘knock your socks off’ customer experiences. This interview follows on from my recent interview – Understanding consumer behaviour by going to the gemba – Interview with

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Understanding consumer behaviour by going to the gemba – Interview with Michael Solomon

Gemba

Today’s interview is with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia and the author of one of THE books, if not THE original book, on consumer behaviour. He joins us today to talk about the 12th Edition of that book: Consumer Behavior: Buying, Having, and Being and to share some insights into and trends in consumer behaviour. This interview follows on from my recent interview – An

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An agile manifesto for customer success – Interview with Todd Eby of Success Hacker

Today’s interview is with Todd Eby, the Founder & CEO of Success Hacker, a boutique customer success advisory firm focused on education, recruiting, consulting and success hacking services. Todd joins me today to talk about why he thinks the the future of customer success is agile, why that is and what firms need to learn to do in order to be more successful. This interview follows on from my recent interview – Bringing together disparate data sources is key to

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Bringing together disparate data sources is key to creating stand out customer experiences – Interview with Dave O’Flanagan of Boxever

Data center

Today’s interview is with Dave O’Flanagan, CEO & Co-Founder at Boxever, a data science and customer intelligence technology company that helps airlines, travel companies and others generate more incremental revenue quickly by leveraging data they already have. Dave joins me today to talk about what they are up to, the impact their technology and approach is having and the single view of the customer. This interview follows on from my recent interview – The power of social recognition in employee

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The power of social recognition in employee engagement – Interview with Ketti Salemme of TINYpulse

Cheers

Today’s interview is with Ketti Salemme, Senior Communications Manager at TINYpulse, an employee engagement platform that combines pulse surveys, peer recognition, and performance reviews. Ketti joins me today to talk about employee engagement, surveys and creative work hacks that drive the development of a great culture and employee satisfaction. This interview follows on from my recent interview – Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice – and is number 211 in the

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Insights from inside some of the world’s highest performing organisations – Interview with Brian MacNeice

St Louis Cardinals

Today’s interview is with Brian MacNeice, Managing Director, Kotinos Partners & Co-Author of Powerhouse: Insider accounts into the world’s top high-performance organizations. He joins me today to talk about the book, some of the amazing companies that they interviewed in the course of researching the book and what we can learn from them. This interview follows on from my recent interview – The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte – and is

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The future is arriving now. Are you ready? – Interview with Anthony Abbatiello of Deloitte

Now

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and global leader of Deloitte Leadership. He joins me today to talk about Deloitte’s newly released annual 2017 Global Human Capital Trends Report, some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – Building a culture of good engages customers,

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