Start building a better culture by doing this one thing consistently this year

One thing

I recently read a story about Sheldon Yellen, the CEO of BELFOR Holdings, Inc, a global disaster relief and property restoration company, who personally writes a birthday card to everyone one of Belfor’s 7,400 employees every year. That’s some effort. To put that into context that works out, on average, to be 37 cards every working day of the year. Now, many CEOs or other leaders may see this as a frivolous activity or not a good use of their

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57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience: Part 1

Wow

Over the course of the last 18 months and since How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing was published I’ve continued to interview (around 60 since it was published) a range of leaders, entrepreneurs, authors, thinkers and academics around what it takes to deliver better customer service and experience. These interviewees, their organisations and those of their clients are responsible for generating billions in revenue every year, employ hundreds of thousands of people, serve and

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Communities will become a core engine of commerce, innovation, experience, loyalty and service – Interview with Rob Tarkoff

Community

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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You don’t want to design a customer experience that is akin to getting in the cockpit of an F16 – Interview with Eric Hansen

General_Dynamics_F-16A_Fighting_Falcon_Cockpit_FrontPanel_Wide_Cold_War_NMUSAF_26Sep09_(14620247703)

Today’s interview is with Eric J. Hansen, founder and Chief Technology Officer of SiteSpect, a leading software platform that offers optimization, testing, targeting, and personalization solutions that allows businesses to create superior customer experiences. Eric joins me today to talk about the potential of artificial intelligence (AI) in customer experience and personalisation, what brands should be thinking about and what they should be doing to prevent this. This interview follows on from my recent interview – The meaning of personalised

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Overcoming the barriers to delivering an excellent citizen experience – Interview with Ryan Hollenbeck and David Moody

Motherwell Civic Centre

Today’s interview is with Ryan Hollenbeck and David Moody from Verint Systems, a global technology firm that provides Actionable Intelligence® solutions, to both public and private sector organisations, with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. David and Ryan join me today to talk about citizen experience, overcoming barriers to implementing successful digital strategies, particularly in the government and public sector arena and what government and public sector organisations could be doing better. This

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Customer engagement transformation

Customer Engagement Transformation Conference

This post was originally published on the Engage Customer website here. On Thursday 6th July I had the pleasure of chairing proceedings in Hall 2 of the Customer Engagement Transformation Conference that took place at the Victoria Park Plaza hotel in London. The theme of the day was to ‘help delegates in their quest to transform the way they interact with customers in order to reap the rewards of successful engagement’. All good and very interesting stuff and I was

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Opaque and transparent AI and the ethical implications for customer experience – Interview with Rob Walker

Rob Walker's keynote at Pegaworld

Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I had a chance to sit down and chat with Rob when I met up with him at Pegaworld in June. We talk about ethics, artificial intelligence (AI), impact and the balance of the human touch and technology in customer experience. This is the last of three interviews that I conducted at Pegaworld so

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The most successful companies start by improving one customer journey at a time – Interview with Don Schuerman

One at a time

Today’s interview is with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems. I had a chance to sit down and chat with Don when I met up with him at Pegaworld earlier this month. We talk about what companies, in the midst of the customer experience maelstrom, should be doing more of and what they should be doing less of, the balance of the human touch and technology in customer experience as well as the emerging ethical

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Understanding consumer behaviour by going to the gemba – Interview with Michael Solomon

Gemba

Today’s interview is with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia and the author of one of THE books, if not THE original book, on consumer behaviour. He joins us today to talk about the 12th Edition of that book: Consumer Behavior: Buying, Having, and Being and to share some insights into and trends in consumer behaviour. This interview follows on from my recent interview – An

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