Customer experience requires a new type of responsive leader – Interview with Sid Banerjee of Clarabridge

Today’s interview is with Sid Banerjee, CEO of Clarabridge, a leader in the Customer Experience Management (CEM) space, particularly when it comes to helping firms mine their customer data to make better business decisions. Sid joins me today to talk about why he thinks industry, what firms can do to respond to the changes around […]

Everyone can create a ‘Genius Bar’ customer experience – Interview with Gary Ambrosino of Timetrade

Today’s interview is with Gary Ambrosino, President and COO of Timetrade. Gary joins me today to talk about the the work that they are doing helping a number of top banks in the USA transform their in-branch customer experience, how every retailer can now deliver a ‘Genius Bar’ experience and what retailers can do to […]

Scaling up excellence is not a footprint problem but a mindset problem – Interview with Huggy Rao

Today’s interview is with Huggy Rao, Atholl McBean Professor of Organizational Behavior and Human Resources at Stanford Graduate School of Business and co-author of a new book, with Robert Sutton, called: Scaling Up Excellence: Getting to More Without Settling for Less. Huggy joins me today to talk about the book, the key scaling challenges that […]

Transforming the internal customer service experience of your IT dept – Interview with Jason Andrew of BMC Software

Today’s interview is with Jason Andrew, the General Manager for EMEA at BMC Software. Jason joins me today to talk about MyIT, a new product that BMC have recently launched, and one that is set to transform how many large organisations function and the level of service and value that their IT departments deliver. This […]

Warmth, competency and customer experience – Interview with Chris Malone about The Human Brand

Today’s interview is with Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske at Princeton of a new book: The Human Brand: How We Relate to People, Products, and Companies. Following an introduction by Stan Phelps, who reviewed the book here, Chris was kind enough to make some time to […]

Power to the customer – Interview with Matt Gorniak of G2Crowd

Today’s interview is with Matt Gorniak, Co-founder/COO at G2 Crowd, a new source for crowdsourced and trusted business software reviews, covering everything from CRM to accounting to content management systems to supply chain and logistics and all the way back again. I wrote about G2 Crowd before in Choosing and comparing CRM software? – Pointers […]

The changing world of B2B customer experience and what the future looks like – Interview with Charlie Peters of Emerson

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+ year veteran of Emerson […]

Behavioural science offers insight how customer experience can be improved – Interview with Prof. Nick Chater

Today’s interview is with Nick Chater, who is Professor of Behavioural Science, Warwick Business School and co-founder of the research consultancy Decision Technology. Nick joins me today to talk about behavioural science, how our brains are hot-wired to make us all storytellers and how we can apply lessons from behavioural science to help us deliver […]

It’s not about the channels in your support, it’s about the support in your channels – Interview with Girish Mathrubootham of Freshdesk

Today’s interview is with Girish Mathrubootham, who is founder and CEO of Freshdesk, an online customer support Saas software solution. Girish joins me today to talk about how to turn customer service into a marketing opportunity/asset. This interview follows on from my recent interview: Most websites fail to facilitate the customer journey – Interview with […]