Research insights into gathering effective feedback, the use of different metrics and generational differences around channel choice – Interview with Steve Morrell of Contact Babel

Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact centre industries. Steve joins me today to talk about gathering feedback, what CX metrics senior management consider the most important, the role of automation in CX and generational differences around CX amongst other things. This interview follows on from my recent interview – Our people first, customers second approach drives our growth – Interview

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Our people first, customers second approach drives our growth – Interview with Tom van der Lubbe of Viisi

first second

Today’s interview is with Tom van der Lubbe, the Co-Founder of Viisi NV, a Dutch financial services company that offers customized mortgage advice and solutions. Tom joins me today to talk about holocracy, decentralized decision-making, culture, radical transparency, only having one rule, rotating leadership and the impact of all of this on their clients experience. This interview follows on from my recent interview – Understanding friction and reward in customer experience – Interview with Richard Hammond and Rocky Howard of Uncrowd

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Understanding friction and reward in customer experience – Interview with Richard Hammond and Rocky Howard of Uncrowd

Friction Reward

Today’s interview is with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus reward. Richard and Rocky join me today to talk about Richard’s new book: Friction/Reward: Be your customer’s first choice, the work that they are doing at Uncrowd and why we should pay attention, particularly when it comes to creating a better customer experience. This interview follows on from my recent interview – CEOs have to come to accept

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CEOs have to come to accept that CX is their responsibility – Interview with Jeanne Bliss

Today’s interview is with Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer and joins me today on the podcast for something different. Rather than conducting a straight up interview, we rummage around some of the big issues and challenges in customer experience right now in a short and punchy rant-off. We also

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Agatha, NLU and turning customer support agents into geniuses – Interview with Deon Nicholas of Forethought.ai

Today’s interview is with Deon Nicholas, Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how Agatha aims to make it easy to

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You can’t transform something you don’t understand – Interview with Annette Franz

Today’s interview is with Annette Franz, founder and CEO of CX Journey Inc, and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience. This interview follows on from my recent interview – Audio is an

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Audio is an overlooked dimension of the customer experience – Interview with Jeff Yasuda of Feed.fm

Today’s interview is with Jeff Yasuda, the CEO and co-founder of Feed.fm (Music as a Service), which helps game developers, content publishers, and e-commerce retailers increase customer engagement, retention, and conversions by incorporating popular music into their environments– at the lowest possible cost. Jeff joins me today stop talk about Feed.fm, the impact of music on customer experience and what others can learn from their experience. This interview follows on from my recent interview – Taziki’s is closing the disability

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Taziki’s is closing the disability employment gap and enriching their customer and employee experience at the same time – Interview with Dan Simpson

Taziki's_Mediterranean_Café,_Suwanee_GA,_Oct_2017

Today’s interview is with Dan Simpson, CEO of Taziki’s Mediterranean Café, which is a fast casual chain of franchised restaurants based in Birmingham, Alabama that purveys Greek and Mediterranean cuisine such as gyros, sandwiches, soups, and salads. Dan joins me today to talk about Tazikis and eudaimonia, what it is, how they bring it to life, bringing hope and joy to others and what companies should be doing differently to improve their customer experience. This interview follows on from my

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If you want to improve your B2B customer experience, manage customer distress – Interview with Robert C. Johnson of TeamSupport

Today’s interview is with Robert Johnson, the co-founder and CEO of TeamSupport.com, a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Robert joins me today to talk about the difference between B2B and B2C customer experience, the Customer Distress Index (CDI) and what B2B companies should be doing differently to improve their customer experience. This interview follows on from my recent interview – The Commonwealth of

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