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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Striving for excellence has never been more important – Interview with Tom Peters

Excellence

Today’s interview is with Tom Peters, author of numerous business books (18 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr). However, today he joins me to talk about his latest book: The Excellence Dividend: Meeting the Tech Tide with Work That Wows and Jobs That Last, what companies should be focusing on in the face of rapidly evolving technology, why striving for excellence is

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Engagement, why do we do what we do and why does it matter to our customers – Interview with Scott Gould

cycle

Today’s interview is with Scott Gould, an engagement advisor, speaker and author of the recent book: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities. Scott joins me to talk about his new book, what engagement is and what it isn’t, what most organisations get wrong when it comes to engagment, what we can learn from his book and how we can put it into practice so we can generate more of it

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An honest and open discussion about how and why we evolved our approach to customer success – Interview with Eva Klein of Hubspot

Evolve

Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it. This interview follows on from my recent interview – A tool to help us make better decisions and improve

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A tool to help us make better decisions and improve business, customer and employee outcomes – Interview with Matt Watkinson

Grid

Today’s interview is with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about his new book: The Grid: The Decision-making Tool for Every Business (Including Yours), why he wrote it, what problem it solves and what we can learn from it. This interview follows on from my recent interview – The role of voice in the future of customer experience – Interview with Gregg Johnson – and

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The role of voice in the future of customer experience – Interview with Gregg Johnson

Speech

Today’s interview is with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that allows marketers to drive, track and automate inbound calls for better leads, greater marketing insight, and more customers. Gregg joins me today to talk about a recent report they have released, the impact of voice assistants on customer experience and the role of both intelligent voice assistants and the contact centre in the future of customer experience. This interview follows on from my recent

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Doing good and the Brand Citizenship continuum – Interview with Anne Bahr Thompson

Doing Good

Today’s interview is with Anne Bahr Thompson, pioneer of the Brand Citizenship movement, founder of OneSixtyFourth and author of a new book: DO GOOD: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Anne joins me today to talk about brand citizenship, her research, her new book and the power of aligning purpose, profit and doing good in business. This interview follows on from my recent interview – Putting Dan Pink’s Mastery, Autonomy & Purpose into practice – Interview with Jeremiah

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The customer experience breaking point

Breaking point

This is a guest post from Kris McKenzie, Senior Vice President and General Manager for EMEA at Calabrio It’s no secret that companies are prioritising the customer experience. In fact, 72 percent of businesses say that improving customer experience is the top priority. And it’s clear that this emphasis is driving digital transformation efforts. Making CX improvements is based on the ability to identify customers’ pain points and implement the right mix of technology and customer service processes to drive

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Putting Dan Pink’s Mastery, Autonomy & Purpose into practice – Interview with Jeremiah Smith

Mastery autonomy purpose

Today’s interview is with Jeremiah Smith, who is the President and CEO of SimpleTiger, a boutique digital marketing agency that specializes in SEO for entrepreneurs and software as a service firms. Jeremiah joins me today to talk about management styles, SimpleTiger’s discovery of Dan Pink’s three elements of motivation (autonomy, mastery, and purpose) and how they have developed a management system/approach that puts these three into practice. This interview follows on from my recent interview – Customer success needs to

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