Fostering a listening culture is the best way to deliver better customer and employee outcomes – Interview with Rob Pace of HundredX

Today’s interview is with Rob Pace, the founder and CEO of HundredX, a technology platform/app that works with major brands such as professional sports teams, Mary Kay and the University of Notre Dame, to provide listening solutions and collect real-time feedback from customers and employees. Rob joins me today to talk about a number of […]

Many brands are losing touch with crucial ‘moments of truth’ – Interview with PV Kannan of [24]7

Today’s interview is with PV Kannan, the co-founder and CEO of [24]7, a customer engagement platform which assists several hundred million visitors across all channels, and engages in 1.5 billion conversations annually, most of which are automated. PV joins me today to talk about [24]7, what they are up to, utilising AI and intelligent assistants […]

Most organisations are ignoring the behavioural element of customer experience – Interview with Morris Pentel

Today’s interview is with Morris Pentel, who is the Chairman & Founder of the Customer Experience Foundation, a leading organisation in Customer Experience Science. Morris joins me today to talk about Customer Experience Science, Behaviour As Technology and his view on the biggest and current challenges for organisations trying to design and deliver a great […]

Messaging, chat bots and improving the customer experience – Interview with Donna Peeples

Today’s interview is with Donna Peeples, Chief Customer Officer of Pypestream.com, an enterprise mobile messaging platform that features the use of intelligent automation and chatbot technology. Donna and I had a great chat about a number of things including Pypestream, what they are up to, chat bots, getting the most out of them and how […]

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 […]

The rationale behind choosing a high-touch and high-cost route to serve our customers – Interview with Matthias Murin

Today’s interview is with Matthias Murin, Group Manager Customer Service at DocMorris, a Dutch online and mail-order pharmacy that provides medicines primarily to customers in Germany. Matthias joins me today to talk about DocMorris’ approach to customer service, the challenges of delivering a great customer experience over the phone and via email and why they […]

Is it time to stop talking about employee engagement?

Today’s podcast interview is a little different as it is an interview that I did earlier this year with the folks over at Engage For Success. My interviewer is Jo Moffat and over the course of our discussion we attempt to tackle the question: Is it time to stop talking about employee engagement? This interview […]

Technology has made people very productive but it has undermined their creativity – Interview with Chris Lewis

Today’s interview is with Chris Lewis, CEO of global communications agency, LEWIS. Chris joins me today to talk about his new book: Too Fast to Think: How to Reclaim Your Creativity in a Hyper-connected Work Culture, the idea behind it, what he means by creativity, what are the implications of the hyper connected work culture […]

How Tower grew by over 40% by introducing a five hour work day – Interview with Stephan Aarstol

Today’s interview is with Stephan Aarstol, Founder & CEO of Tower Paddle Boards, a direct to consumer beach lifestyle brand, based in San Diego, that started with stand up paddle board manufacturer and has now extended into surf, snorkel, bikes, skateboards etc. However, Stephan joins me today to talk about his new book: The Five-Hour […]