Over 50% of a customer’s experience is driven by how they feel – Interview with Colin Shaw

Today’s interview is with Colin Shaw, Founder and CEO of Beyond Philosophy™, a global customer experience consultancy. Colin joins me today to talk about his new book (The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level – co-authored with Ryan Hamilton, a Professor of Marketing at Emory University in Atlanta, […]

Service design and creating experiences that work for customers, employees and stakeholders – Interview with Birgit Mager

Today’s interview is with Birgit Mager who is the Professor for Service Design at KISD, the Köln International School of Design, based in Cologne, Germany and the president of the International Service Design Network (SDN). Birgit joins me today to talk about service design, design thinking, why it’s becoming more and more popular and how […]

The benefits of surveying your customers at the point of experience – Interview with Lee Evans of SurveyMe

Today’s interview is with Lee Evans, the Chief Executive Officer & Founder of SurveyMe, a fast, flexible and closed-loop approach to receiving, recording and rewarding ‘Point of Experience’ feedback. Lee joins me today to talk about customer surveys, closing the loop and linking feedback to action. This interview follows on from my recent interview – […]

Delivering omni channel experiences that create memorable relationships – Interview with Janelle Matthews of Genesys

Today’s interview is with Janelle Mathews, senior VP for solutions at Genesys, a customer experience platform provider, which empowers companies to create exceptional omnichannel experiences, journeys and relationships. Janelle joins me today to talk about Genesys, the work they do and how they are helping their clients improve service and both the customer and employee […]

The Contest and getting everyone involved in delivering the best customer experience – Interview with David Kalt of Reverb.com

Today’s interview is with David Kalt, founder and CEO of Reverb.com, an online marketplace where musicians go to buy and sell guitars and other music gear. Dave joins me today to talk about how they have made customer experience the job of each and every one of Reverb.com’s employees with “The Contest.” This interview follows […]

If you are in employee engagement then you are in management development as well – Interview with Jim Barnett of Glint

Today’s interview is with Jim Barnett, who is the chief executive officer, co-founder and chairman of Glint, an employee engagement platform which uses machine learning and real-time, data-driven decisions to help improve company culture, increase engagement, and positively affect employee retention. Jim joins me today to talk about employee engagement, what is an engaged employee, […]

You have to sit next to a customer to be able to really understand their pain – Interview with Ben Velker of Edgenet

Today’s interview is with Ben Velker who is Senior Vice President of Growth at Edgenet, a Nashville-based software-as-a-service company that provides industry-leading retailers, distributors, websites and suppliers with the ability to manage and improve their product content. Ben joins me today to talk about how Edgenet has turned around it’s customer service over the last […]

Zappos: Customer experience, employee experience, culture and holocracy – Interview with Rob Siefker of Zappos and Zappos Insights

Today’s interview is with Rob Siefker, Senior Director of Customer Service Operations at Zappos.com and one of the speakers at Zappos Insights, a team within the Zappos Family of Companies that was created simply to help share the Zappos Culture with the world and to inspire positive change in the workplace. Rob joins me to […]

Making customer interactions more human by using analytics, decisioning and artificial intelligence – Interview with Rob Walker of Pega

Today’s interview is with Rob Walker, Vice President Decision Management and Analytics at Pegasystems and is responsible for the company’s suite of predictive decisioning technologies. I had a chat with Rob at Pega’s annual customer event: Pegaworld 2016 to find out more about what makes Pega different and a bit more about their analytics and […]