Big data and technology is undermining our ability to develop our own hunches – Interview with Bernadette Jiwa

Hunch

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 five best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Hunch: Turn Your Everyday Insights into the Next Big Thing, big data, decision making, where hunches come from and how we can develop our own hunches. This interview follows on from

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Customer engagement transformation

Customer Engagement Transformation Conference

This post was originally published on the Engage Customer website here. On Thursday 6th July I had the pleasure of chairing proceedings in Hall 2 of the Customer Engagement Transformation Conference that took place at the Victoria Park Plaza hotel in London. The theme of the day was to ‘help delegates in their quest to transform the way they interact with customers in order to reap the rewards of successful engagement’. All good and very interesting stuff and I was

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Towards zero percent agent turnover in the contact centre – Interview with Tom Goodmanson

Zero

Today’s interview is with Tom Goodmanson, President and CEO of Calabrio, a call centre software provider. We talk about contact centres, their importance, the lack of attention that they sometimes receive and some of the perennial problems that they struggle with including agent turnover. This interview follows on from my recent interview – Aligning the organisation around three key journeys and why passenger experience equals employee experience – Interview with Mattijs ten Brink of Transavia – and is number 223

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Are behavioral science, customer centricity and customer experience compatible?

Choice

When companies talk about being customer centric, they often talk about putting their customers at the centre of their decision making and only doing things that are in their best interests. However, at the same time, many of those companies will also be leveraging a large number of the powerful insights that are coming out of behavioral science, behavioral economics and behavioral design and will be using them to help design and deliver a customer experience that stands out, attracts

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Aligning the organisation around three key journeys and why passenger experience equals employee experience – Interview with Mattijs ten Brink of Transavia

Mattijs ten Brink at Pegaworld

Today’s interview is with Mattijs ten Brink, Chairman & CEO of Transavia, a Dutch low-cost airline which is a wholly owned subsidiary of KLM and part of the Air France/KLM group. I had a chance to sit down and chat with Mattijs when I met up with him at Pegaworld earlier this month. We talk about how Transavia competes against larger competitors, how they are building an agile and adaptable organisation, the passenger and employee experience and a fascinating piece

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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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