Gender and diversity imbalances will impact your ability to connect with and serve your customers – Interview with Adriana Gascoigne of Girls In Tech

human

Today’s interview is with Adriana Gascoigne, founder and CEO of Girls in Tech, a San Francisco-based non-profit organization devoted to empowering, educating and engaging women in the tech industry across 43 chapters in 32 countries. Adriana joins me today to talk about Girls In Tech, her new book: Tech Boss Lady: How to Start-Up, Disrupt, and Thrive as a Female Founder and the impact that gender and diversity imbalances have on an organisation’s ability to best serve its customers. Here’s

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A lack of executive desire and recognition is holding back customer service – Interview with Michael Redbord of Hubspot

customer-service

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 their new research into the state of customer service, what we can learn from it, what the future holds and what we should be focusing on if we are to deliver a great customer experience. This interview follows on from my recent interview – How using a network of experts

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How using a network of experts can dramatically improve customer service automation – Interview with Antony Brydon of Directly

man phone

Today’s interview is with Antony Brydon who is the CEO and co-founder of Directly, a leader in customer support automation that works with enterprise companies to launch and train virtual agents that double their automation rate. Antony joins me today to talk about asynchronous messaging, conversational interfaces, AI and expert networks. This interview follows on from my recent interview – How your procurement team is impacting both your employee and customer experience – Interview with Todd Olson of Pendo –

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Deutsche Telekom, Digital Credit Union and Telenet reveal their digital transformation secrets

secret

Digital transformation is not easy. Particularly when you consider that, reputedly, around 70% of all transformation programs fail to meet expectations or their objectives. That means only 30% of programs succeed. Therefore, I was excited when I was asked to moderate a panel at Pegasystems’ annual customer event, Pegaworld, in Las Vegas with 3 organizations that have delivered, and continue to deliver, successful digital transformation programs. The panel was called ‘The Insiders View on What It Takes for a Successful

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How your procurement team is impacting both your employee and customer experience – Interview with Todd Olson of Pendo

programmer

Today’s interview is with Todd Olson who is co-founder and CEO of Pendo, a product experience platform that helps product teams create software customers love. Todd joins me today to talk about software product experience and how it impacts both the employee and customer experience. This interview follows on from my recent interview – Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega – and is number

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Why do we not see more people with disabilities in the hospitality or service industries?

eyes wide open

During May, I spent a week traveling around India conducting a series of workshops for the customers of one of my clients. While staying at the Novotel Aerocity in New Delhi, I noticed a couple of things that, I believed, both enhanced my experience and are worth sharing. The first was that all of the reception and bar staff had badges on their uniforms that highlighted not only their name but also their interests and passions. For example, Ansh, the

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Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega

Rob Walker on stage at Pegaworld

Today’s interview is with Dr. Rob F. Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about his keynote presentation, Pega’s upcoming Customer Empathy Advisor, what empathy is and the value of being more empathetic in customer experience. This interview follows on from my recent interview – The good, the bad and the ugly of customer service –

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The good, the bad and the ugly of customer service – Interview with Tom Libretto of Pega

The good the bad the ugly

Today’s interview is with Tom Libretto, Senior Vice President and Chief Marketing Officer at Pega. I caught up with Tom at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about Pega’s recent research report: 2019 global customer service insights: The good, the bad, and the ugly, what they found out and what lessons organisations should be learning and what they should be doing differently. This interview follows on from my recent interview

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A customer experience lesson learned from supporting a team at the lower end of the Premier League

BHAFC The Amex Stadium

I’m a fan of Brighton & Hove Albion Football Club and we have just finished playing our second season in the English Premier League (EPL), one of the most competitive football (soccer) leagues in the world. This season started pretty well and, at the end of December, we were in a good position to comfortably secure another season in the Premier League. However, in the second half of the season, we experienced a slump in form and saw ourselves edge

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