Applying design thinking to culture change and employee experience – Interview with Karen Jaw-Madson

DOWE Process

Today’s interview is with Karen Jaw-Madson, Principal of Co.-Design of Work Experience and author of a new book: Culture Your Culture: Innovating Experiences @Work. Karen joins me today to talk about the book, applying design thinking to the culture change process, the DOWE framework and what leaders and organisations should be doing to create a more innovative culture at work. This interview follows on from my recent interview – Delivering a personalized customer experience the Zappos Way – Interview with

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The finish is just as important as the start of any experience – Interview with Pauline Wilson of Virgin Holidays

barbados

Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have sprung from that. This interview follows on from my recent interview – Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega – and is number 271 in the series of interviews with

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Greatness lies in the edges of customer experience

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It’s becoming an increasingly familiar occurrence these days for businesses, like healthcare practitioners, utility and telecoms providers, that rely on appointments with ‘customers’ for them to send out reminders, either via text message, email or by phone call, in the run up to the appointment. There is sound logic in taking this approach as not only does it provide a perceived better level of ‘service’, there is a rule of thumb in these industries that around 10% of all appointments

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Digital transformation and the pursuit of customer centricity: Lessons from the frontline – Interview with Martijn Gribnau of Genworth Financial

Martijn's orange jacket

Today’s interview is with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on providing long term care insurance, life insurance, annuity retirement solutions and more. I spoke to Martijn at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about digital transformation, the pursuit of simplicity, customer centricity and leadership behaviour. This is the first of three interviews that I conducted at Pegaworld (like last year) so look

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Four key questions to consider for successful digital transformation

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This is a guest post from Jonas Andrén, Lokesh Dadhich, Johan Treutiger and Tove Kjellén from Arthur D. Little. Digitalization is a cross-societal megatrend, affecting and challenging all sectors, from manufacturing to local government. Consequently, executive interest in digital transformation is increasing rapidly, as more and more organizations face agile disruptors harnessing new technologies to compete against them. We define digital transformation as: The use of digital technologies and data to create new value propositions and operating models. These are

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Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa

what's your story

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 a number of best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Story Driven: You don’t need to compete when you know who you are, why stories and why now, a flavour of some of the stories in the book, why

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The potholes of scaling customer support and service – Interview with Michael Redbord of HubSpot

Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid. This interview follows on from my recent interview – Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich –

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Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich

Lidl

Today’s interview is with Ronny Gottschlich, the CEO and Founder of Heunadel Retail Advisory and former Managing Director of Lidl UK. Ronny joins me today to talk about disrupting the UK supermarket sector, Lidl’s approach to being able to achieve that and the role and value of simplicity in everything they do. This interview follows on from my recent interview – Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro –

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Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro

Growth

Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro – powered by TELUS International, a global and award winning customer experience outsourcer. Brian joins me today to talk about their approach, their clients partners (ahem!) and what they have learned from each other as they have grown together. This interview follows on from my recent interview – Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte – and

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