Behavioural science, customer experience and why we should test more things – Interview with Rory Sutherland of #ogilvychange

Today’s interview is with Rory Sutherland who is Vice-Chairman, Ogilvy & Mather UK and co-founder of #ogilvychange. The Ogilvy & Mather Group UK is made up of 10 companies that work across a range of marketing disciplines. #ogilvychange is their specialist behavioural science practice that uses the latest thinking in cognitive psychology, social psychology and […]

How to enhance, extend and crowd source your in-field customer service – Interview with Manuel Grenacher of Mila

Today’s interview is with Manuel Grenacher, who is the founder & CEO of Mila, a technology company which is helping large organisations crowd source their customer service and build extended service communities around their products and services. Manuel joins me to today to talk about what they are doing, why they are helping companies create […]

Next generation marketing automation that drives real customer engagement- Interview with Michael Sharkey and Guy Marion of Autopilot

Today’s interview is with Michael Sharkey, Co-founder & CEO, and Guy Marion, CMO, of Autopilot, a Saas company that provides easy and visual marketing software for automating the customer journey. Michael and Guy join me today to talk about what they are doing, how they are working on creating customer journeys and creating unique marketing […]

What you do when proactive customer service is in your DNA – Interview with David Politis of BetterCloud

Today’s interview is with David Politis, who is founder and CEO of BetterCloud, which provides critical insights, automated management, and intelligent data security for cloud office platforms. David joins me today to talk about proactive customer service, putting it into practice, how they make it work for their company and how it is allowing to […]

Innovation, customer experience and co-design partnerships with your customers – Interview with Gary Miles of Amdocs

Today’s interview is with Gary Miles, who is the is the General Manager for Amdocs’ Big Data and Strategic Innovations unit. Amdocs is a leader in the customer experience software solutions and services space for the world’s largest communications, entertainment and media service providers. Gary joins me today to talk about working with their customers […]

Having a goal of reducing customer service calls to zero – Interview with Ian Siegel of ZipRecruiter

Today’s interview is with Ian Siegel who is co-founder and CEO at, a job platform for small and medium sized businesses which provides them with the fastest and easiest way to get a job listing in front of millions of candidates as well as some additional on-boarding features. Ian joins me today to talk […]

Customer experience failures are more likely to be remembered than successes – Interview with Paige O’Neill of SDL

Today’s interview is with Paige O’Neill who is Chief Marketing Officer of SDL, a global Customer Experience software solutions provider. Paige joins me today to talk about SDL’s latest global Customer Experience Thought Leadership research into when Customer Experience fails (and when it triumphs), exactly what happens, and why? This interview follows on from my […]

How we transformed our organisation and our customer experience – Interview with Damian Thompson of Principality Building Society

Today’s interview is with Damian Thompson, Director of Distribution at Principality Building Society, a Welsh building society founded in 1860 and head-quartered in Cardiff. Principality is the largest building society in Wales and the sixth largest in the United Kingdom. Damian joins me today to talk about how they transformed their customer experience by moving […]

Towards a unified view of the customer – Interview with James McGourlay of OpenText

Today’s interview is with James McGourlay, who is the Senior Vice President of Global Technical Services at OpenText, a global leader in Enterprise Information Management (EIM) & Canada’s largest software company. James joins me today to talk about some of the big challenges that they are seeing and hearing about from their customers, how they […]