How to get the human touch and technology balance right in customer experience

fork road

Recently I was lucky enough to have the chance to speak at the Customer Experience Innovation and Tech Fest in Pretoria, South Africa. There I was talking about the need for firms to take a more sophisticated approach to customer experience that would allow them to strike the right balance between the use of the human touch and technology. This is something I’ve been musing on and calling for for a couple of years now ever since I wrote the

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Becoming a trusted company is an absolute requirement of a winning strategy – Interview with Christopher Roark of Accenture

Trust

Today’s interview is with Christopher Roark, Managing Director at Accenture Strategy. Christopher joins me today to talk about Accenture’s new Competitive Agility Index, how a decline in stakeholder trust impacts a company’s financial performance and competitiveness, what management teams need to be thinking about and what companies should be doing about their findings. This interview follows on from my recent interview – Leaders should experience what it is like to be one of their own customers more often – Interview

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Leaders should experience what it is like to be one of their own customers more often – Interview with Shaun Belding

phone-81677_1280

Today’s interview is with Shaun Belding who is the CEO of The Belding Group of Companies and the author of 6 books including a new book: The Journey to WOW: The Path to Outstanding Customer Experience and Loyalty. Shaun joins me today to talk about The Journey To Wow, why he wrote it as a story, what we can learn from the trials and tribulations the characters go through and how we can apply that to our businesses. This interview

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Where to start when thinking about being brilliant at the basics

brilliant

Just short of a year ago I wrote a piece called: When it comes to customer experience in 2018, can we make boring the new cool? The piece advocated for brands to “consider throttling back on our obsession with what’s next, what’s new and what’s hot and start to focus more on the present.” As a result, that would lead to brands focusing on “being brilliant at the basics and delivering better and more consistent outcomes for customers and employees.”

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Is your culture hurricane fit? – Interview with Jonathan Rowe of nCino

nCino socks

Today’s interview is with Jonathan Rowe, Chief Marketing Officer at nCino, a cloud based bank operating system. Jonathan joins me today to talk to me about nCino, the experience of going through the recent Hurricane Florence, what happened, how their customers reacted and why he is so proud of their employees. This interview follows on from my recent interview – Getting the human and tech balance right in customer experience – Interview with Julia Ahlfeldt – and is number 285

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Getting the human and tech balance right in customer experience – Interview with Julia Ahlfeldt

High Low Tech Touch Chart

Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. On the back on my keynote, Julia Ahlfeldt, one of my fellow speakers, asked if she could interview me for her podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity. I said that I’d be delighted to have a chat and thought I’d record it too and release

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Are you willing to delight the specific? – Interview with Seth Godin about his new book: This Is Marketing

connect

Today’s interview is with Seth Godin, best selling author, teacher and sometime entrepreneur. Seth joins us today to talk about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See and we discuss the book’s main thesis, the challenge for marketers, what we need to learn, why it might be hard, why it matters and how we start to apply all of this in our businesses and our work. This interview follows on from my

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How to make your people SUPERENGAGED – Interview with Nikki Gatenby

superhero

Today’s interview is with Nikki Gatenby, MD of Propellernet, a multi-award winning Brighton-based digital marketing agency that operates globally and the author a new book: Superengaged: How to transform business performance by putting people and purpose first. She joins us today to talk about the new book and what they have done at Propellernet to produce some astounding commercial and engagement numbers. This interview follows on from my recent interview – Design is how we treat each other – Interview

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Design is how we treat each other – Interview with Rie Nørregaard

Inclusive

Today’s interview is with Rie Nørregaard, a Managing Creative Director of SYPartners, a consultancy based in New York and San Francisco. For 20 years, they’ve helped business leaders, teams, and individuals pursue growth and greatness. Rie has recently started a podcast: Designing for Humanity, which aims to explore designing a future that’s made for all of us—and the best in us. They also say that design, at its heart, is an act of service and is the work of solving

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