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

integration

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

Town Sign

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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Most of customer experience is cleaning and sweeping – Interview with Gerry McGovern

brooms

Today’s interview is with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and online customer experience. He is about to publish a new book at the end of this month: Top Tasks – A How to Guide. The new book provides an A to Z look at the Top Tasks methodology that Gerry has developed and has used in around 4-500 organisations around the world

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Three areas where some contact centres may be overlooking their GDPR obligations

female customer on phone

In the run up to May 25 this year many people, including me, were inundated with emails from companies asking them to opt in to their email marketing lists or informing them of their new data, security and privacy policies. This was all due to the fact that the long talked about General Data Protection Regulation (GDPR) framework came into force in Europe. After the dust started to settle and my inbox had started to return to normal, I began

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Creating a learning environment that drives better sales and customer success outcomes – Interview with Pat Lynch of MindTickle

Today’s interview is with Pat Lynch, VP of Enablement Excellence and Innovation at MindTickle, one of the industry’s most comprehensive readiness and learning solutions for closing the knowledge and skill gaps found in customer-facing teams. Pat joins me today to talk about learning versus training, the frustrations of Chief Learning Officers, what’s missing from the modern corporate learning environment, what is needed to get the most out of the Millennial and Gen-Z workforce and what MindTickle are doing about it.

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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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How to go from 800 to 5000 employees in 3 years and still deliver beautiful customer experiences

Voxpro

As more and more parts of the customer journey are digitized and automated, the role of front-line customer service staff is evolving. Through the use of clever technology they are seeing much of the mundane and repetitive parts of their jobs eliminated. This is allowing them to spend extra time on solving more complex customer issues as well as developing deeper emotional connections with customers. Given the changing nature of front-line customer service roles many companies are starting to question

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