Today’s interview is with Geraldine McBride, CEO of MyWave, a next generation CRM solution that puts the customer in charge of their data and their experience. You might remember that I spoke to Geraldine just over a year ago (Moving from the era of CRM (Customer Relationship Management) to the era of CMR (Customer Managed Relationships) and this interview was an opportunity to catch up and see what’s been happening in the data, privacy and development of the the emerging Personal Information Management (PIM)/Customer Managed Relationship (CMR) space.
This interview follows on from my recent interview – What it takes to build an award winning and customer centric culture – Interview with Fiona McSwein of Simply Business – and is number 161 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Highlights of my interview with Geraldine:
About Geraldine (adapted from her MyWave bio)
New Zealander Geraldine McBride is a former CEO and President of several divisions of SAP (North America, Asia Pacific, Australia New Zealand), and senior Vice President and Global Head of Applications and BPO (cloud mobile and outsourcing services) for Dell.
She is a leading international expert on IT and business strategies in the context of digital disruption and change. Among many international speaking engagements she has addressed the World Economic Forum and the European Union, and has appeared on the cover of Chief Executive Magazine as one of a dozen leaders in the vanguard of forging a new global economy. She was the winner of the 2013 World Class New Zealand Awards in the category of Information and Communications.
In 2013 Geraldine founded MyWave – a CMR (customer managed relationship) technology platform which turns traditional CRM on its head by putting the customer in control of getting personalised experiences anytime, anywhere, on any device. MyWave’s user interface – “Frank” – is a mobile or web based Virtual Personal Assistant (VPA), powered by a personal cloud, in conjunction with an events, rules and conversation-based commerce engine. Users own/control and update their own data based on their own preferences and buying intentions and share their real-time preferences and needs, enabling a business to tailor products and services in a far more targeted and relevant way.
In addition to her role as CEO of MyWave, Geraldine holds a number of public company director appointments. These include National Australia Bank (NAB), Sky TV and Fisher & Paykel Healthcare.