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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How D.O.M.O.R.E. will help you deliver an outstanding customer experience – Interview with Blake Morgan

More

Today’s interview is with Blake Morgan, a customer experience futurist, fellow Forbes contributor and the author of a new book: More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences. She joins me today to talk about her new book and what we can do to create ‘knock your socks off’ customer experiences. This interview follows on from my recent interview – Understanding consumer behaviour by going to the gemba – Interview with

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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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An agile manifesto for customer success – Interview with Todd Eby of Success Hacker

Today’s interview is with Todd Eby, the Founder & CEO of Success Hacker, a boutique customer success advisory firm focused on education, recruiting, consulting and success hacking services. Todd joins me today to talk about why he thinks the the future of customer success is agile, why that is and what firms need to learn to do in order to be more successful. This interview follows on from my recent interview – Bringing together disparate data sources is key to

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Bringing together disparate data sources is key to creating stand out customer experiences – Interview with Dave O’Flanagan of Boxever

Data center

Today’s interview is with Dave O’Flanagan, CEO & Co-Founder at Boxever, a data science and customer intelligence technology company that helps airlines, travel companies and others generate more incremental revenue quickly by leveraging data they already have. Dave joins me today to talk about what they are up to, the impact their technology and approach is having and the single view of the customer. This interview follows on from my recent interview – The power of social recognition in employee

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The transformational impact of technology on knowledge management and customer service

Smiley Face

This is a guest post from Robin Singh, a resident knowledge management expert at ProProfs. If you are not a techie and not keeping up with the latest advancement and gadgets, it may seem like technology is rapidly evolving. Communication methods, graphics, processing speeds, etc. everything is improving fast on an annual basis. However, all these technological improvements are there to make our lives more pleasant, to make healthcare more efficient, and to improve our organization. Basically, every aspect of

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The keys to customer success

Success

In December of last year, I was asked to participate in an expert panel on customer success team performance. The invite came from Darren Noy, Chief Science Officer of Kannetic, a start up that is building solutions that tap into the power of collective intelligence to help build high performing teams and organizations. Using a process similar to the Delphi-method, Darren asked myself and 14 other participants to answer three surveys (one 10-minute, one 20-minute, and one 30-minute survey) where

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The implosion of trust and what to do about it

For the last 17 years, Edelman, a global communications marketing firm, has published it’s Trust Barometer, an annual survey of more than 33,000 respondents from around the world that investigates the state of trust and credibility that exists between individuals and different types of organisations (government, media, business and NGOs). Earlier this month they published the 2017 edition of the Trust Barometer and their results suggest that over the course of the last year there has been an implosion of

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Most organisations are ignoring the behavioural element of customer experience – Interview with Morris Pentel

Today’s interview is with Morris Pentel, who is the Chairman & Founder of the Customer Experience Foundation, a leading organisation in Customer Experience Science. Morris joins me today to talk about Customer Experience Science, Behaviour As Technology and his view on the biggest and current challenges for organisations trying to design and deliver a great customer experience for their customers. This interview follows on from my recent interview – Messaging, chat bots and improving the customer experience – Interview with

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