Pathfinder customers and employees are demanding more of senior leaders – Interview with Katherine LaVelle of Accenture

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Today’s interview is with Katherine LaVelle, Managing Director and North America Lead for Talent & Organization at Accenture Strategy. Katherine joins me today to talk about a new piece of research (New Rules for Engagement) which is based on interviews with 200 C-suite executives and a survey of more than 11,000 employees and consumers globally and explores the hypothesis that proactively reskilling the C-Suite can lead to both personal and bottom line benefits. This interview follows on from my recent

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The secrets behind Airbnb’s customer experience – Interview with Joseph Michelli

airbnb

Today’s interview is with Joseph A. Michelli, a best-selling author, internationally sought-after speaker and organizational consultant. Joseph joins me today to talk about his new book: The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, why he wrote the book, what can we learn from Airbnb and some for the future challenges facing companies trying to deliver a stand out experience. This interview follows on from my recent interview – Research insights into gathering effective

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As businesses scale they can lose touch with their customers, here’s what HubSpot is doing to prevent that happening

HubSpot

It’s a common occurrence that as companies scale one of the biggest challenges that they face is staying close to their customers. HubSpot, a provider of a growth platform that helps transform the way that organizations attract, engage, and delight their customers, is no stranger to this phenomena. Established in 2006, they crossed the $100 million in sales mark in 2014 and held an IPO in the same year. Since then they’ve powered on to generate $500 million in sales

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Our people first, customers second approach drives our growth – Interview with Tom van der Lubbe of Viisi

first second

Today’s interview is with Tom van der Lubbe, the Co-Founder of Viisi NV, a Dutch financial services company that offers customized mortgage advice and solutions. Tom joins me today to talk about holocracy, decentralized decision-making, culture, radical transparency, only having one rule, rotating leadership and the impact of all of this on their clients experience. This interview follows on from my recent interview – Understanding friction and reward in customer experience – Interview with Richard Hammond and Rocky Howard of Uncrowd

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How many exposure hours have you had recently with your customers?

Back in April, I talked to Andy Macmillan, CEO of UserTesting, about a new industry report that they had released – The Rise of the Experience Economy – The 2019 CX Industry Report. The big headline this year was that more and more organizations have started to talk about the overall experience they are creating rather than just talking about new technology or digital initiatives. That implies that while many firms may have said that they were going to be

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The internal perception gap that is holding back your employee experience

Recently, I wrote about the perception gap that exists between how businesses think they are doing, regarding the delivery of great customer experience, and how customers perceive the performance of brands. However, this is not the only perception gap that exists and hinders the performance of organizations in their pursuit of delivering better customer experience. According to PwC’s recent Tech At Work and employee experience research report, a gap also exists between how leaders perceive the effectiveness of their technology

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Agatha, NLU and turning customer support agents into geniuses – Interview with Deon Nicholas of Forethought.ai

Today’s interview is with Deon Nicholas, Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how Agatha aims to make it easy to

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You can’t transform something you don’t understand – Interview with Annette Franz

Today’s interview is with Annette Franz, founder and CEO of CX Journey Inc, and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience. This interview follows on from my recent interview – Audio is an

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How a smart IVR can improve agent efficiency

This is a guest post from Nogol Tardugno, Director of Customer Success at Plum Voice. We’ve heard a lot recently about the latest customer service channels like web and mobile – but is that focus leading us contact center professionals away from some of our market? After all, the research continues to reinforce the importance of the phone channel: Microsoft’s 2018 Global State of Customer Service Report found that 39 percent of customers globally, and 44 percent in the U.S.,

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