Moving from the era of CRM (Customer Relationship Management) to the era of CMR (Customer Managed Relationships) – 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. Geraldine joins me today to talk about MyWave, the emerging Personal Information Management (PIM)/Customer Managed Relationship (CMR) space and how we are moving from the era of CRM (Customer […]

Five key trends that will define the future of customer service – Interview with David Mattin of trendwatching.com

#173966573 / gettyimages.com Today’s interview is with David Mattin, Head of Trends & Insights at trendwatching.com, who help over 260,000 subscribers and 1,200+ clients understand the new consumer and uncover innovation opportunities through their reports and trend watching services. David joins me today to talk about their September 2014 Trend Briefing – The Future Of […]

Quantifying the business value of a great customer experience – Interview with Peter Kriss of Medallia

#96631972 / gettyimages.com Today’s interview is with Peter Kriss, Senior Research Scientist at Medallia, whose software helps corporations track and manage the experiences of their customers. Medallia’s software, delivered as an Internet service, integrates and delivers data from everywhere that a company that touches a customer, analyses it and presents it visually so that employees […]

Big and little data, building trust and B2B marketing – Interview with Charlie Peters of Emerson

#108370865 / gettyimages.com Today’s interview is with Charlie Peters, who is Senior Executive Vice President of Emerson, a diversified global manufacturing and technology company that is working to solve the world’s most complex engineering challenges. Emerson has a market capitalisation of $45 billion, approximately 135,000 employees and 235 manufacturing locations worldwide. Charlie is a 40+ […]

Business needs to be agile and customer centric if it is to avoid the coming customerpocalypse – Interview with Alan Trefler, CEO of Pegasystems

#200188893-002 / gettyimages.com Today’s interview is with Alan Trefler, who is the Founder and Chief Executive Officer of Pegasystems, the publicly traded American software company which has several products that focus on customer service and predictive analytics. Alan joins me today to talk about his new book: Build For Change, which argues for a complete […]

Successful innovation doesn’t have to involve a massive breakthrough in technology – Interview with Adrian Collins of bac< and Ziggurat Brands

#171312360 / gettyimages.com Today’s interview is with Adrian Collins, the MD of Ziggurat Brands. Adrian joins me today to talk about innovation and a business and set of products (bac<) that they have developed that aims to transform back-care in the UK. This interview follows on from my recent interview: Customer engagement and lessons from […]

Customer engagement and lessons from the Scottish poet, Robert Burns – Interview with Jamie Anderson of SAP

Today’s interview is with Jamie Anderson, Global Vice President Product Marketing, Customer Engagement & Commerce at SAP. Jamie joins me today to talk about a concept called brand self-awareness, what we can learn from the Scottish poet, Robert Burns, and what customer engagement really means. This interview follows on from my recent interview: Improve customer […]

Improve customer experience by surveying your customers quicker – Interview with Mark Smith of ContactEngine

Today’s interview is with Dr Mark Smith who is CEO and co-founder of ContactEngine, a multi-channel, interactive contact engine, whose cloud based software helps their clients improve efficiency, lower costs and drive growth through happier customers. I met Mark at the recent 20:20 Customer Experience Summit in London and he told me about what they […]

Should ‘Net Easy’ be your new customer service metric – Interview with Nicola Millard of BT

#452369131 / gettyimages.com  Today’s interview is with Nicola Millard, Customer Experience Futurologist at BT, where she heads up customer insight & futures with BT Technology, Service & Operations’ Global Innovation team. Some of you may remember my previous interview with Nicola last year (Customers, customer service, customer experience and crystal balls – Interview with Dr […]