Focus on the right things to drive your own customer experience revolution – Interview with Susan Ganeshan

Revolution

Today’s interview is with Susan Ganeshan, Chief Marketing Officer of Clarabridge, a leading customer experience Saas platform that transforms survey, social, voice and all other forms of customer feedback into actionable intelligence that drives real change in business and creates happier customers. Susan joins me today to talk about some research that they recently conducted (Call Center Agent Survey Results), which investigated the differing viewpoints of both contact centre employees and consumers in the United States. This interview follows on

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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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Making customer interactions more human by using analytics, decisioning and artificial intelligence – Interview with Rob Walker of Pega

Today’s interview is with Rob Walker, Vice President Decision Management and Analytics at Pegasystems and is responsible for the company’s suite of predictive decisioning technologies. I had a chat with Rob at Pega’s annual customer event: Pegaworld 2016 to find out more about what makes Pega different and a bit more about their analytics and decisioning technology, how it can be applied and how it can improve the customer experience. This interview follows on from my recent interview – Most

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Customer service in the future will be a company wide mentality and not a department – Interview with Dave Carroll of United Breaks Guitars

Following on from my recent interview, True customer engagement is not based on click throughs or contests – Interview with Wendy Lea, CEO of Get Satisfaction, today I am pleased to present to you an interview I recently did with Dave Carroll, a singer songwriter and the maker of the famous United Breaks Guitars video on Youtube. Whilst still a singer songwriter, he is now also an entrepreneur, speaker and an author of a new book: United Breaks Guitars –

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The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk

Following on from my recent interview, Reinventing customer experience in the legal sector – Interview with Karl Chapman of Riverview Law, today I want to share with you an interview that I recently conducted with Mikkel Svane, Chief Executive Officer and Founder of Zendesk, a fast growing and venture-capital funded cloud based customer service platform. This interview makes up number twenty-two in the series of interviews with authors and business leaders that I think that you will find interesting and

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Reinventing customer experience in the legal sector – Interview with Karl Chapman of Riverview Law

Following on from my recent interview, Extreme Trust and why it’s important for your customers and your business – Interview with Martha Rogers and Don Peppers, today I want to share with you an interview that I recently conducted with Karl Chapman CEO of Riverview Law, a new type of law firm and one that is reinventing customer experience in the legal market. This interview makes up number twenty-one in the series of interviews with authors and business leaders that

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