Digital transformation and the pursuit of customer centricity: Lessons from the frontline – Interview with Martijn Gribnau of Genworth Financial

Martijn's orange jacket

Today’s interview is with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on providing long term care insurance, life insurance, annuity retirement solutions and more. I spoke to Martijn at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about digital transformation, the pursuit of simplicity, customer centricity and leadership behaviour. This is the first of three interviews that I conducted at Pegaworld (like last year) so look

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Should you be considering using blockchain for your customer loyalty program? – Interview with Jessica Groopman and Jeremiah Owyang

Blockchain

Today’s interview is with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, customer loyalty programmes and why and when you should be considering learning more. This interview follows on from my recent interview – Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa – and is number 267 in the series of interviews with authors and business

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Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa

what's your story

Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of a number of best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Story Driven: You don’t need to compete when you know who you are, why stories and why now, a flavour of some of the stories in the book, why

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When it comes to B2B customer experience most firms still have a lot of work to do – Interview with Nick Hague of B2B International

Work to do

Today’s interview is with Nick Hague, Director and Chairman of B2B International, a leading global B2B market research and consulting specialist, and author of a couple of books. Nick joins me today to talk about his new book that he has co-authored with Paul Hague, his father: B2B Customer Experience: A Practical Guide to Delivering Exceptional CX, how it came about and what we can learn from it. This interview follows on from my recent interview – The potholes of

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The potholes of scaling customer support and service – Interview with Michael Redbord of HubSpot

Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid. This interview follows on from my recent interview – Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich –

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Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich

Lidl

Today’s interview is with Ronny Gottschlich, the CEO and Founder of Heunadel Retail Advisory and former Managing Director of Lidl UK. Ronny joins me today to talk about disrupting the UK supermarket sector, Lidl’s approach to being able to achieve that and the role and value of simplicity in everything they do. This interview follows on from my recent interview – Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro –

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Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro

Growth

Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro – powered by TELUS International, a global and award winning customer experience outsourcer. Brian joins me today to talk about their approach, their clients partners (ahem!) and what they have learned from each other as they have grown together. This interview follows on from my recent interview – Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte – and

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Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte

Trends

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and the Human Capital practice’s Digital leader. He joins me today to talk about Deloitte’s newly released annual Global Human Capital Trends Report (2018), some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – You don’t need more than 3

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You don’t need more than 3 or 4 quality data points to deliver a personalised customer experience – Interview with Jebbit

Less Is More

Today’s interview is with Jonathan Lacoste (co-founder and President) and Ben Cockerell (VP of Marketing) at Jebbit, the creator of the world’s first declared data platform. Jebbit are focused on doing two things: One, giving customers back control of the data that they share around their motivations, interests and buying intentions and, two, helping brands connect with these customers through the creation of visually appealing, mobile content experiences. Jonathan and Ben join me today to talk about the main challenges

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