Blog Posts

Four key questions to consider for successful digital transformation


This is a guest post from Jonas Andrén, Lokesh Dadhich, Johan Treutiger and Tove Kjellén from Arthur D. Little. Digitalization is a cross-societal megatrend, affecting and challenging all sectors, from manufacturing to local government. Consequently, executive interest in digital transformation is increasing rapidly, as more and more organizations face agile disruptors harnessing new technologies to compete against them. We define digital transformation as: The use of digital technologies and data to create new value propositions and operating models. These are

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Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa

what's your story

Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of a number of best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Story Driven: You don’t need to compete when you know who you are, why stories and why now, a flavour of some of the stories in the book, why

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Tom Peters’ incredibly practical and ingenious tip for improving cross functional working


Silo-ed working is common complaint in many organizations and it is often cited as being both a barrier to competitiveness and a barrier to being able to deliver a connected and consistently great customer experience. However, the challenge is that when coming up with ideas about how to break down silo-ed behavior and improve communication and collaboration across firms, many leaders and executives often default to software based solutions. Now, many of these software solutions are great. But, what they

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When it comes to B2B customer experience most firms still have a lot of work to do – Interview with Nick Hague of B2B International

Work to do

Today’s interview is with Nick Hague, Director and Chairman of B2B International, a leading global B2B market research and consulting specialist, and author of a couple of books. Nick joins me today to talk about his new book that he has co-authored with Paul Hague, his father: B2B Customer Experience: A Practical Guide to Delivering Exceptional CX, how it came about and what we can learn from it. This interview follows on from my recent interview – The potholes of

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What post channel customer experience means for your contact center?

whats next

This is a guest post by Katie Sekelsky, graphic designer at VHT. There is a revolutionary shift underway regarding customer expectation, and it’s called the post channel customer experience. Although you may not be familiar with this term, understanding the transformation and how it’s unfolding will allow you to capitalize on this unique moment. But first, let’s look at what the post channel customer experience is. What is the Post Channel Customer Experience? Customer service used to be split across

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The potholes of scaling customer support and service – Interview with Michael Redbord of HubSpot

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 scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid. This interview follows on from my recent interview – Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich –

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Why mobile support is important for B2B companies


This is a guest post by Robert C. Johnson, CEO of TeamSupport. Let’s hop into the shoes of a business executive for a second. It’s 3AM and you’re fast asleep in bed, when suddenly your mobile phone rings. You roll over and answer only to find out a member from your overnight team needs you to forward them an email. After hanging up, you deliberate how to get this employee the information they need. You could brave those cold wooden

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Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich


Today’s interview is with Ronny Gottschlich, the CEO and Founder of Heunadel Retail Advisory and former Managing Director of Lidl UK. Ronny joins me today to talk about disrupting the UK supermarket sector, Lidl’s approach to being able to achieve that and the role and value of simplicity in everything they do. This interview follows on from my recent interview – Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro –

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We all want to be ‘world-class’ but what does that mean and what role does speed and efficiency play?

Customer experience

I often get asked ‘what does world-class service mean?’ To answer the question, I tell people that I think it is helpful to break the question down into two parts. First, I say it’s useful to consider the idea of being ‘world class’ and what that means in the context of the rapidly changing product, service, technology and customer behaviour landscape we live in. Reflecting on that, I believe that ‘world-class’ is not, and cannot be, a destination. It is

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