February 14, 2022 February 14, 2022Banishing complexity – 5 ways to turn theory into practiceThis is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In my last article I discussed how to keep things simple in contact […]
July 10, 2018 July 10, 2018The finish is just as important as the start of any experience – Interview with Pauline Wilson of Virgin HolidaysToday’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their […]
November 16, 2016 November 16, 2016Is it time to stop talking about employee engagement?Today’s podcast interview is a little different as it is an interview that I did earlier this year with the folks over at Engage For Success. […]
October 24, 2016 October 24, 2016Habituation and the risk to customer experienceI watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called […]