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 […]

What drives customer loyalty – Interview with Steve Sims of Badgeville

#107276982 / gettyimages.com Today’s interview is with Steve Sims, Chief Design Officer & Founder of Behavior Lab at Badgeville, the number one gamification platform for enterprises. Steve joins me today to talk about Badgeville, the work they do, customer loyalty and the motivation and psychology behind loyalty programmes. This interview follows on from my recent […]

Customer loyalty is becoming a collective experience – Interview with Steve Abernethy of SquareTrade

#152871323 / gettyimages.com Today’s interview is with Steve Abernethy, Executive Chairman andCo-founder of SquareTrade, the leading extended warranty service provider for consumer electronics and appliances. Steve joins me today to talk about SquareTrade, why they have made their company’s focus customer happiness, how they’ve made a traditionally ‘uncool’ sector cool and how customer loyalty is […]

Customer insight, big data and the bigger skills gap – Interview with Vivek Jetley of EXL

#180405687 / gettyimages.com Today’s interview is with Vivek Jetley, Senior Vice President and co-Head of Analytics and Head of Corporate Strategy at EXL, a business process solutions company that integrates operations management services, decision analytics and technology platforms to help their clients deliver immediate results and long-term business impact. Vivek joins me today to talk […]

Using customer reviews to drive service improvement, WoM and growth – Interview with Jan Jensen of Trustpilot

Today’s interview is with Jan Jensen, the CMO of Trustpilot, an open, review-driven community connecting online consumers. Through their platform Trustpilot also help companies proactively collect reviews and get real insight from their customers. Launched in 2007, their service has seen rapid adoption with already more than 7.5 million reviews of over 85,000 individual companies. […]