Customer service by email and differences across geographies – Interview with Laurence Chami of Eptica

Today’s interview is with Laurence Chami, Managing Director of Eptica, a European provider of multichannel customer interaction software with a global reach. Laurence joins me today to talk about the work that Eptica are doing, the challenges that many companies face providing customer service via email, differences to approaches across geographies and why email as […]

Different customers have different journeys and needs – Interview with Daniel Lind of Qmatic

Today’s interview is with Daniel Lind, Head of Business Development at Qmatic, a company who through its software and hardware is helping organisations manage their online and offline customer experience. Daniel joins me today to talk about the work that Qmatic are doing to help improve the customer experience, especially as it relates to waiting […]

An organisational constitution improves employee engagement and customer experience – Interview with Chris Edmonds

Today’s interview is with S. Chris Edmonds, who is the founder and CEO of The Purposeful Culture Group. Chris joins me today to talk about his new book: The Culture Engine: A Framework for Driving Results, Inspiring Your Employees, and Transforming Your Workplace, which gives firms and leaders a new framework for building and maintaining […]

Nearly 60% of customers will go elsewhere following a bad delivery experience – Interview with Angela O’Connell of MetaPack

Today’s interview is with Angela O’Connell, the Strategy & Marketing Director for MetaPack. Founded in 1999, MetaPack provides a SaaS delivery management system to retailers, third-party logistics companies and carriers enabling better choice and more freedom in delivery options to all consumers, both in B2B and B2C markets. Angela joins me today to talk about […]

Proactive customer service drives customer loyalty – Interview with Stew Bloom of Aspect

#185319589 / gettyimages.com Today’s interview is with Stew Bloom, CEO of Aspect, who help enterprise contact centres deliver their customer experiences across every channel through their software platform. Stew joins me today to talk about proactive customer service and why proactive customer service drives customer loyalty. This interview follows on from my recent interview: Social […]

Social leadership and why the C-Suite has to go social – Interview with Ted Coiné and Mark Babbitt

#182765845 / gettyimages.com Today’s interview is with Ted Coiné and Mark Babbitt, co-authors of a new book called: A World Gone Social: How companies must adapt to survive. They join me to talk about their book, the challenges that they see many firms facing, how to address these challenges and why customer service is not […]

Find and fix customer problems by hiring a Customer Advocacy Manager – Interview with Carey Smith and Dave Waltz of Big Ass Fans

Today’s interview is with Carey Smith, founder & CEO (Chief Big Ass), and Dave Waltz, Customer Advocate, of Big Ass Fans, a manufacturer of high-volume low-speed fans for industrial, agricultural, commercial and residential use. Carey and Dave join me today to talk about how their customer service strategy has been central to growing the business […]

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 […]