Over the last decade, the business world has seen a significant shift towards customer-centricity, and companies are increasingly realising the value of investing in customer success. But what exactly is customer success, and how can it benefit both the customer and the organisation? This week I’m joined by Jason Noble , the VP of Global Customer Success at Vinli . With over 20 years of executive-level experience leading post-sales organisations, Jason highlights the challenge of defining custom...
Mar 16, 2023•24 min•Season 3Ep. 6
When Covid struck, many companies were desperately scrambling for ideas to keep associates engaged and productive. How does one manage morale when everyone is working from home? These were unchartered waters. Today we focus particularly on the initiatives launched at Lasership which ultimately lead to improved communication and an impressive, positive impact on attrition. I’m delighted to be joined by Carle Henry , Vice President of Customer Service at Lasership. With more than 35 years of exper...
Feb 24, 2023•27 min•Season 3Ep. 4
Have you ever wondered why somebody gets a Harley-Davidson tattoo? Well on this week's episode of Tech People, I talk with Ken Hughes a CX strategist and consumer behavior analyst whose work focuses on these kinds of questions and the importance of understanding life through the lens of the consumer. We look at how CX needs to move away from a transactional view and towards creating an emotional connection with customers. Digital technology has pushed society into a more immersive space, which h...
Jan 26, 2023•33 min•Season 3Ep. 3
90% of Startups fail, so how can you overcome this statistic? This week Gordan Hempton shares his success and failures on how to build a startup. Gordon is currently the CEO and co-founder of Spot , his 4th Startup, which is a flexible virtual workspace application tailored to companies with remote employees. He gives valuable insights into his journey to create a successful virtual workspace. As well as the importance of generating revenue early and how important it is to reach out and nurture ...
Jan 11, 2023•25 min•Season 3Ep. 2
Industry 4.0 is breaking new ground in Digitalisation by making better use of resources, empowering employees, reducing costs, and ultimately increasing profitability with the help of machine learning and AI. In this week's podcast, my guest Karim Marucchi who is the CEO of Crowd Favorite , discusses Industry 4.0, the advanced digitalization of manufacturing companies, and the integration of technologies in all aspects of production. He shares a fascinating case study of how Industry 4.0 can be ...
Jan 05, 2023•18 min•Season 4Ep. 1
Companies collect a lot of data from customers and it’s crucial to act upon this information rather than aimlessly cataloging it and allowing the dust to settle! Every touch point gives some insight into understanding the customer and paints a more complete picture informing internal teams about what’s really going on. Once we are clear about what we really want to learn about the customer, companies can make more accurate projections about the future. This is invaluable. Data not only provides ...
Dec 01, 2022•16 min•Season 3Ep. 27
Today we are discussing customer metrics and how one can tell the real story behind them by digging a little deeper. Not only do they reflect customer satisfaction levels but they can also be a very useful tool to support the team at hand. Different companies measure customer success using various metrics such as SLAs, CSAT, and NPS. However, they do not always present a clear picture. I’m delighted to be joined by Kevin French , senior director of customer support at Bizzabo . Kevin explains ho...
Nov 17, 2022•16 min•Season 3Ep. 26
It is a tumultuous time for the retail sector. Shoppers behaviours and expectations have changed dramatically and continue to evolve post-pandemic. How are companies adapting to this new environment and what marketplace solutions are available to secure their future in retail? To answer these questions and more, Francois Chaubard , Focal Systems CEO, gives a fascinating insight into this sector. Focal Systems is an AI company, specializing in retail automation. Francois believes their AI capabil...
Nov 11, 2022•26 min•Season 3Ep. 25
This week I’m delighted to welcome Anieke Lamers , founder of Peekabond to the show. Peekabond is an interactive app that allows separated family members living all over the world to connect and sustain meaningful relationships with younger family members in particular. Anieke gives a very in-depth insight into the startup journey so far with lots of valuable advice. From the challenges presented by new technologies like blockchain and metaverse to being cost-effective and using existing technol...
Nov 01, 2022•29 min•Season 3Ep. 24
The major shifts in today’s workforce have put business leaders to the test. Workforce inclusion and a company's ability to be agile have never been so important. Successful companies are those that listen to their workforce and demonstrate an inclusive environment. They are nimble, competitive, and engage in talent marketing. To discuss much of this topic and more, I am delighted to be joined by Ahva Sadeghi to discuss inclusion in the workplace. Ahva is the Co-founder and CEO of Symba , which ...
Oct 18, 2022•24 min•Season 3Ep. 23
This week we turn our attention to the success story behind the 1440 Newsletter which boasts almost two million subscribers at a time when fewer and fewer Americans trust News outlets. Busy professionals require unbiased news without motive. Tim Huelskamp , co-founder, and CEO of 1440 Media outlines some of the essential criteria which have led to 1440’s success. He states the importance of knowing, understanding, and delivering for the user and the importance of achieving a 40% retention rate b...
Oct 06, 2022•22 min•Season 3Ep. 22
This week we are turning our focus to the power of digital marketing. Marketing has always been about connecting with your audience in the right place and at the right time. Today, that means you need to meet them where they are already spending time on the internet. I’m delighted to be joined by Courtney Rambo , one of the Co-founders and Directors of Intellitonic , an SEO and digital marketing agency. Courtney provides a thorough insight into the background of creating an effective digital mar...
Oct 06, 2022•25 min•Season 3Ep. 21
In the post-pandemic world, we live in today, the company website has become the core strategic asset. Effective conversational sales and marketing which take place via the website are driving more qualified leads in the customer pipeline. To discuss this essential element of the customer success journey I speak to Dan Darcy Chief Customer Officer at Qualified. Qualified enables companies to have valuable conversations with the right people using the website as the digital store frame. Qualified...
Oct 06, 2022•20 min•Season 3Ep. 20
This week I’m delighted to discuss company culture with Wren Cotrone , Director of Customer Support at Agiloft . Wren believes that culture is the most important aspect of running a department. Over his career, Wren has seen the good, the bad and the ugly, including toxic red flags, so he’s got plenty of wisdom and advice to share. Treating people with respect and dignity, providing the best tools, and procedures can empower a workforce leading to personal success. Ultimately, this trickles down...
Sep 12, 2022•20 min•Season 3Ep. 19
Diversity and inclusion are widely recognised as key elements to any company's success. So why and how has advertising’s exclusion of the LGBTQIA+ online community come about? What impact is this having on LGBT creators who voice the community online? To discuss this topic in greater detail, I’m delighted to be joined by Alex Parmar-Yee . Alex is responsible for Strategy at Awin UK and is also the author of the article “ Embracing the LGBTQIA+ online community as part of your advertising strateg...
Sep 05, 2022•27 min•Season 3Ep. 18
It’s never an easy decision to move from one technology system to another in CX. Harvesting critical information to ensure customers are better served is of paramount importance but when the data isn’t always accurate, alarm bells begin to ring and the need to change becomes a lot clearer. To throw some light on the subject, I was delighted to have a conversation with Ben Gardner , Senior Director of Support at Drift who has first-hand knowledge when it comes to overseeing such a system transiti...
Aug 03, 2022•28 min•Season 3Ep. 17
When companies successfully understand the customer story and their conversations with customers, they can better shape the customer journey. This leads to more engaged customers that are passionate about who they are buying from. To discuss this fascinating and critical topic in greater detail, I am delighted to be joined by Ben Rosenberg , Co-Founder of Rosencall Consulting . With over 12 years of experience in CX, Ben highlights the importance of measuring and understanding how the customer i...
Jul 10, 2022•23 min•Season 3Ep. 16
In today’s fiercely competitive business landscape, success hinges much on the retention of employees. It is the people who are emerging as key competitive differentiators and retaining the talent has become a matter of paramount importance. To discuss this phenomenon in greater detail, I’m delighted to be joined by Gary O'Connell , Vice President of Support Services at EMEA Sophos . Gary highlights the ever-shifting landscape of recruitment post covid pandemic. The candidate pool has been trans...
Jun 30, 2022•30 min•Season 3Ep. 15
Today’s economy is governed by the customer. Your customers choose exactly when and how they want to engage with your organisation. Thus the stakes have never been higher when investing in customer experience. Your internal processes impact the overall experience you deliver to your employees and your customers. Unfortunately, it’s often challenging to pinpoint where processes are causing problems or when and how is the right time to scale these processes. To examine this in greater detail, I am...
Jun 19, 2022•20 min•Season 3Ep. 13
This week Alan Rich , CEO of Y Meadows offers a fascinating insight into some of the most up-to-date technology which offers real value in customer support. Alan provides an overview of Natural Language Processing and Robotic Automation Systems. This technology determines the intent, performs entity extraction and determines the sentiment of tickets, and ultimately routes their journey. Natural Language Processing is constantly improving, delivering new functionality, helping agents to become mo...
Jun 19, 2022•16 min•Season 3Ep. 12
How Do We Establish A Workplace Environment Where Employees Feel And Believe They Can Thrive? One where daily routines are engineered so that less confident, feel happy to contribute? I’m joined today to discuss this topic with Hans Donckers . Hans is CEO and Co-founder of two companies JiGSO and Beanmachine . The latter being a consultancy firm in Organisational Development and HR. He states that when addressing diversity and inclusion in the workplace today, we must look beyond more traditiona...
Jun 06, 2022•21 min•Season 3Ep. 11
In any consumer-focused business, you’re asked to deal with more requests, more expectations, and faster conversion, every single day. To meet this staggering challenge, chatbots are rapidly becoming a must-have to drive efficiency, and truly multichannel with the power of conversational AI. To discuss more about this, I’m delighted to be joined by Amy Behbehani - Senior Director, Customer Service, and Operations at Uplift . With years of experience in building call center strategies and initiat...
May 26, 2022•21 min•Season 3Ep. 10
It really is all about the customer journey! In a report from Accenture in which they surveyed 8000 consumers around the world, 91% of those polled said that they are more likely to do business with brands that remember, recognise, and provide them with relevant recommendations and offers. There can be no personalisation without data. Never before has process and technology been such a critical element in improving CX and increasing customer lifetime value. I’m delighted to be joined by Rory O’B...
May 20, 2022•22 min•Season 3Ep. 9
How can we build a highly proactive Customer Experience? One which reduces and potentially eliminates tickets or issues on the customer support side of the business? This is exactly what my guest speaker today discusses. Niloy Chakravarty is the Director of Global Customer Support at Parsable . Since joining Parsable Niloy has identified the right model to secure future success. Creating a proactive customer experience has become his key goal, capturing and acting upon the customer's voice to av...
May 12, 2022•26 min•Season 3Ep. 8
Creating a great customer experience for your business requires more than just good customer service. It requires getting to know your customers and how they use your product and this is exactly what my guest speaker has achieved. I'm joined by the Head of Customer Success at Avatour , Parul Vij Chopra . She describes how they built the customer journey for their new product segment, a 360° view experience, a platform, which enables remote collaboration designed for site meetings. Parul highligh...
May 05, 2022•19 min•Season 3Ep. 6
Companies are continuously searching for ways to improve customer satisfaction. Naturally, technology plays a critical role here. It can be the latest and greatest technology in the market but it also needs to be optimised to ensure happy customers. I speak to Franklin Bruscianelli , Director of Sales Operations and Customer Service at IPwe , a platform for blockchain-enabled IP transactions. Franklin explains how working in this fascinating and innovative environment has enabled him to utilise ...
Apr 28, 2022•15 min•Season 3Ep. 6
User experience has become the face of a company’s brand and one of the key differentiating factors in distinguishing one brand from a competitor. An exceptional customer experience, can lead to better customer loyalty and ultimately, market dominance. In this week's podcast I welcome back Tomas Sallies , Head of Customer Experience, PagoNxt . In our previous episode, Tomas shared his experience on how to achieve a better online CX in B2C. Now he returns to discuss his latest challenge in buildi...
Apr 20, 2022•31 min•Season 3Ep. 5
Faced with challenging budgets, reduced headcounts, and increasingly complex client queries, how is CX evolving to meet these challenges? In this week's podcast, I speak to Jennifer Castillo aka JC, director of customer support at DocNetwork.org . JC successfully supports more than 450,000 customers with a very small team and a little help from technology 🙂. This is no mean feat, how exactly is she doing it? Tune in to learn more!...
Apr 01, 2022•17 min•Season 3Ep. 4
A holistic customer experience is really knowing what your customer's meaningful business results are. Ultimately, this leads to customer loyalty and long-term relationships. Providers want to build such relationships and customers don’t want the costly expense of changing to a new provider. In this week's podcast, I interview Seth Johnson , Head of Customer Experience at LearnUpon . Seth has a wealth of experience in this sector, and he outlines the critical importance of understanding the one ...
Mar 24, 2022•28 min•Season 3Ep. 3
In this week's Podcast, I check out the latest retail data trends including retail media networks, which has recently seen ad revenues of $31.1 billion for Amazon and $2.1 billion for Walmart in 2021. How has the retail landscape changed? How are brands adapting and why are retail media networks key to the future of retail are some of the questions I pose to Oliver Klander , Commercial Lead at LiveRamp . Join us to hear more about the leading retail trends to watch in 2022. #data #podcast #media...
Mar 02, 2022•23 min•Season 3Ep. 2
