Vice chairman of leading insurer believes it is time for a business reboot

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Late last year I spoke with Jason Stockwood, Vice Chairman of Simply Business, the UK’s favorite business insurance broker, about a new book he has just had published: Reboot: A Blueprint for Happy, Human Business in the Digital Age. The book aims to counter much of the news and commentary that predicts the massively negative effect that Artificial Intelligence and automation will have on jobs and aims to show how any organization can think freshly and benefit from technology by

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What’s stopping you from doing the best work of your life? – Interview with Aaron Dignan

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Today’s interview is with Aaron Dignan, founder of The Ready, an organization design and transformation firm, and author of a new book: Brave New Work: Are You Ready to Reinvent Your Organization? Aaron joins me today to talk about the book, the core problem it is trying to address, the idea of organizational debt, what’s stopping you from doing the best work of your life and some of the biggest problems they have faced in helping firms transform the way

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Building your positivity muscle and the impact it can have on customer experience – Interview with Matt Prowse of IAG

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Today’s interview is with Matt Prowse, Customer Enablement Director at Insurance Australia Group (IAG). Matt joins me today to talk positivity, why we should add a little more of it into our own organisations, what they have done to with their ‘With Thanks’ programme amongst other initiatives, how they got senior executives talking to customers and the impact all of this has had on IAG. This interview follows on from my recent interview – Playing the customer experience game to

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Playing the customer experience game to win – Interview with Nienke Bloem

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Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, The Customer Experience Game, why play is so important in business and how and why we should put more play and fun into everything we do. This interview follows on from my recent interview – Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society – and is

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Going from good to great in customer experience – Interview with Rachel Haworth of Coventry Building Society

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Today’s interview is with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach they have taken, the successes they have had,

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The challenge at the heart of marketing: An interview with Seth Godin

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Recently, I had the privilege of interviewing Seth Godin about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See, which in the short time since it’s release in mid-November has already become a New York Times and Wall Street Journal bestseller. For those that are not familiar with Seth’s work, he is the author of 18, now 19, best-selling books that have changed the way people think about both marketing and work and have

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What The Great Escape can teach us about Future Fit leadership – Interview with Mike Perk

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Today’s interview is with Mike Perk, Managing Director of WWC, a South African digital transformation advisory firm, that I met at a recent conference in Pretoria. At the conference, Mike described a concept called Future Fit Leadership but he did so in a really engaging way combining World War 2 history and a famous film about the period. As a result, I asked Mike to be a guest on the podcast so he could share this story with you. This

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

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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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Not dealing with failure demand is hurting your customer experience

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In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the most common causes of those calls included: customers chasing information about deliveries or updates on what was due to happen next in the purchase cycle; customers calling to clarify issues regarding pricing or terms and conditions;

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