Four insights from leading thinkers that will transform your employee engagement and performance

Four

Despite heavy investment by organizations to improve their customer experience, customers still complain about inconsistent and unsatisfactory experiences. Moreover, when put to leaders and managers of many organizations they often cite lack of collaboration and communication, silo-ed thinking and the disappointing results of their digital and transformation efforts as some of the main reasons behind their their inability to deliver a consistent and delightful customer experience. Therefore, to achieve the performance levels that customers and leaders want, something has to

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Corporate Rebels and their bucket list show how to create inspiring workplaces – Interview with Pim de Morree

Rebel 2

Today’s interview is with Pim de Morree, Co-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about Corporate Rebels, their quest to make work more fun, their Bucket List and what they have learned so far. This interview follows on from my recent interview – The more you invest in technology the more you have to invest in human beings – Interview with Arnaud de Lacoste – and is

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In customer experience, boring is the new cool

Boring

This is a guest post from Oisin Lunny, Chief Evangelist, OpenMarket, and follows on from a discussion that Oisin and I had about the annual tech prediction cycle. This is #BoringIsCool article No. 2. No. 1 is here. Customer Experience in 2018 is all about the latest new tech baubles, right? Sure, if you want to forget about your actual customers. CX conferences are full of the latest variations on isolated themes within the customer journey, and companies’ quarterly forecasts

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Thrive through busy times by studying your support history

study history

“In history, a great volume is unrolled for our instruction, drawing the materials of future wisdom from the past errors and infirmities of mankind.” – Edmund Burke, Irish writer, politician, journalist and philosopher “Those who cannot remember the past are condemned to repeat it.” – George Santayana, Spanish philosopher and novelist Are you a fan of history? If you work in customer service or support, then I believe you should be. I don’t mean the sort of history that involves

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The Future Of Work, Workforce Experience and Being Digital – Interview with Erica Volini

Future

Today’s interview is with Erica Volini, who is the US Human Capital leader for Deloitte Consulting. Erica joins me today to talk about the Future Of Work, the implications for organisations, organisational transformation, Digital DNA and how the employee experience fits into all of this. This interview follows on from my recent interview – The uniqueness in everyone is the largest asset you have in customer experience – Interview with Sam Johnson of Jamf – and is number 241 in

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The uniqueness in everyone is the largest asset you have in customer experience – Interview with Sam Johnson of Jamf

uniqueness

Today’s interview is with Sam Johnson, VP of customer experience at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices. Sam joins me today to talk about the idea that despite the fact that Jamf is a ‘tech’ focused company, most of the people that they hire don’t have tech backgrounds, why they taken that approach, how it came about, what the benefits have been and what others can learn from it.

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Communities will become a core engine of commerce, innovation, experience, loyalty and service – Interview with Rob Tarkoff

Community

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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Creating a culture that stands for something and stands out – Interview with Tim Deeson

Today’s interview is with Tim Deeson, the founder of the digital agency Deeson, a leading European multidisciplinary digital transformation agency. Tim joins me today to talk about self-organising teams, what they’ve done, what they learnt along the way, what impact it has had on them and their clients and what advice he would give to other leaders thinking about their organisational structure and how it needs to change to bring out the best in their people and deliver better outcomes

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The best marketing doesn’t feel like marketing – Interview with Tom Fishburne

marketoonist book

Today’s interview is with Tom Fishburne, the Founder & CEO of Marketoonist, a cartoon studio focused on content marketing. He’s also a very popular cartoon blogger and has just published a new book called: Your Ad Ignored Here: Cartoons from 15 Years of Marketing, Business, and Doodling in Meetings. Tom joins me today to talk cartoons, marketing, his new book what’s changed and what hasn’t in the last 15 years in marketing. This interview follows on from my recent interview

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