Is ‘Powered By Humans’ becoming a thing?

T-Mobile CEO John Legere addresses the audience at T-Mobile’s Un-carrier NEXT event at the T-Mobile Charleston Customer Experience Center on Wednesday, August 15, 2018

Rohit Bhargava has been publishing his annual Non-Obvious Trend Report since 2011. Rather than trying to compete with the normal avalanche of predictions that emerge at the end of every year, Rohit has developed a method where he and his team uncover and share a series of unexpected insights accompanied by explanations about how they may affect businesses in the year to come. In the 2018 version of the report that came out in January, there was one trend that

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Why B2B sales people need to be concerned about customer experience – Interview with Will Barron

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Today’s interview is with Will Barron, host of the very popular Salesman Podcast at Salesman.org. But, for a change, this is Will interviewing me for his podcast. I thought we spoke about a lot of good stuff, it was fun and Will is great interviewer. So, as a result, I thought it was worth republishing the interview here as part of my own interview series. Do check it out as Will and I talk about customer service and customer experience,

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How to achieve the holy grail: True integration of customer service

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This is a guest post from Monika Götzmann, the EMEA Marketing Director of Miller Heiman Group. In today’s sales environment, where competing based purely on product and price is no longer sufficient, the customer experience you deliver is arguably the key competitive differentiator. Not only can it generate loyalty and repeat business, it can also improve your organisation’s reputation and sales effectiveness. Indeed, the level of customer service you provide goes a long way towards determining overall success or failure.

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A new model of business and leadership is needed: Lessons from one of the UK’s best companies to work for – Interview with Jason Stockwood

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Today’s interview is with Jason Stockwood, Group CEO of Simply Business, the UK’s leading B2B insurance broker and among the Tech Track 100 of the nation’s fastest-growing tech companies. He has also just published a new book: Reboot: A Blueprint for Happy, Human Business in the Digital Age, which aims to counter much of the news that predicts the massively negative effect that Artificial Intelligence and automation will have on jobs and shows how any organisation can think freshly and

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

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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

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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

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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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