Purpose and why it is important to employees and customers – Interview with Stan Phelps

Purpose

Today’s interview is with Stan Phelps, Founder of Purple Goldfish, a think tank of customer experience and employee engagement experts. Stan joins me today to talk about his new book: Red Goldfish: Motivating Sales and Loyalty Through Shared Passion and Purpose that he has co-authored with Graeme Newell. We talk about the book, why purpose matters to both customers and employees and also a number of ways that businesses are embracing purpose and what impact it is having. This interview

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Harnessing Your Data to Improve Customer Experience

kiteboarding harness

Here’s a recent talk that I recently gave at Whitehall Media’s Big Data Analytics conference in Amsterdam called ‘Harnessing Your Data to Improve Customer Experience’. Here’s some highlights from the talk: Most companies are competing on CX, Companies with a leading CX: Out-perform the market by 40%, Grow faster and are more profitable, Are 80% more likely to retain customers, and Benefit from much higher customer spending (up to 140% higher) because of their investments in CX. The possibilities of

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Trust, lean data and the rising importance of purpose as a customer preference – Interview with Jascha Kaykas-Wolff

Purpose

Today’s interview is with Jascha Kaykas-Wolff, who is the Chief Marketing Officer at Mozilla, non-profit organization that fights to keep the Internet a global public resource, open and accessible to all and is most famously known for being the maker of the Firefox browser. I caught up with Jascha at the recent Collision conference in New Orleans and we had a chat about all sorts of things including customer experience, engagement, trust and emotion. This interview follows on from my

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Five customer experience insights from T-Mobile, Patagonia, Mozilla, WeTransfer and Work & Co

five hand

I was lucky enough to attend Collision, a tech and start up conference in New Orleans just over a week ago. Now, a pure tech and start up conference is not usually my thing so whilst there were all sorts of fascinating start-ups, interesting applications of technology and enthusiastic entrepreneurs, it was the speakers and the talks that really stood out for me. With that in mind and viewing the conference through a customer experience lens, here’s a few highlights:

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The ROI of investing in employee experience – Interview with Jacob Morgan

office lobby

Today’s interview is with Jacob Morgan, a speaker, advisor, futurist and best-selling author on the future of work. Jacob joins me today to talk about his new book: The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces They Want, the Tools They Need, and a Culture They Can Celebrate, the extensive research project that fueled the book, the RoI of employee experience and what we can learn from the book. This interview follows

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Focus on the right things to drive your own customer experience revolution – Interview with Susan Ganeshan

Revolution

Today’s interview is with Susan Ganeshan, Chief Marketing Officer of Clarabridge, a leading customer experience Saas platform that transforms survey, social, voice and all other forms of customer feedback into actionable intelligence that drives real change in business and creates happier customers. Susan joins me today to talk about some research that they recently conducted (Call Center Agent Survey Results), which investigated the differing viewpoints of both contact centre employees and consumers in the United States. This interview follows on

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Some customer experience lessons from United’s and my own experience of denied boarding

NO_sign

In recent weeks, we have seen a enormous amount of coverage of the incident involving Dr David Dao when he was violently dragged off a United Airlines plane in Chicago on the 9th of April, losing two teeth and suffering a broken nose in the process. If that was not bad enough, Oscar Munoz, United’s CEO received a huge amount of criticism for how he initially responded to the incident where, in his first public statement following the incident, he

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Can you handle Dimension Data’s uncomfortable truth about customer experience?

A few good men

Jack Nicholson, playing Colonel Jessup, in the 1992 film ‘A Few Good Men’, famously said, when cross-examined by Tom Cruise, playing Lieutenant (junior grade) Kaffee: “You can’t handle the truth!” Remember that? Well, Dimension Data has just released its 2017 Global Customer Experience Benchmarking Report and this year’s report splendidly titled ‘Digital crisis or redemption – The uncomfortable truth’, will make uncomfortable reading for many leaders and executives. Here are some highlights from the survey of 1,351 organizations across 80

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Your frontline employees hold the keys to improving your customer experience

brain network people

The business world is abuzz at the moment with lots of talk of artificial intelligence and it’s potential applications, particularly when it comes to the use of tools like neural networks. But, what is a neural network? Well, first of all neural networks are properly known as artificial neural networks (ANNs) and these are commonly described as‘ an interconnected system of neurons, as in the brain or other parts of the nervous system’. Now, ANNs are fascinating and offer so

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