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 […]
February 21, 2014
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 […]
February 14, 2014
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 […]
January 24, 2014
Customer engagement and the alignment of sales, marketing and customer service – Interview with Tim Pickard of NewVoiceMedia
Today’s interview is with Tim Pickard, who is Chief Marketing Officer for NewVoiceMedia, a leading cloud multi-channel contact centre provider. Tim joins me today to talk about cloud contact centre technology, the technology cycle and the rate of adoption by larger organisations and an issue that they are championing called ‘One Agenda’. This interview follows […]
January 17, 2014
Does your customer experience support customer success and low-effort? – Interview with David Lloyd of Intelliresponse
Today’s interview is with David Lloyd, who is CEO of Intelliresponse, a leading provider of virtual agent technology solutions and knowledge base management software for enterprises. David joins me today to talk about some of the cool things they are doing with virtual agent technology, customer self-service and what stops enterprises from getting more from […]
January 10, 2014
Delivering first-class customer service – a law firm’s perspective – Interview with QuastelMidgen
Today’s interview is with Michael Haringman and David Quastel of QuastelMidgen, a law firm in London. Michael is the firm’s senior partner and David is the firm’s managing partner. They join me today to talk about doing things differently in the legal industry, their model of partner led service and what it means to deliver […]
December 20, 2013
Improve employee engagement and customer service through the use of humour – Interview with Dave Keeling
Today’s interview is with Dave Keeling, who is 6’ 2”, ginger, a professional actor and has been a ‘stand-up’ educationalist for over 10 years. Dave has recently published a book called: The Little Book of Laughter: Using humour as a tool to engage and motivate all learners. Whilst the book is primarily aimed at people […]
