Never Mind the Pain Points

Landsec are one of the largest commercial real estate companies in Europe. Have a portfolio of £12.8bn, with a mix of high-quality office, retail and leisure space, primarily in London but with select locations across the UK. Today we're joined by their CX Director who discusses current trends in customer demand, customer need, and how to meet customer expectations.

After discussing what what makes a great online customer experience in part one of this two-part podcast, we discuss how the browsing experience fits into the end-to-end customer journey, in the second half here. In part two of our podcast on online shopping, Sophie, Bisha, and Ed as they pick up from part one and discuss how to convert browsers to customers. They look at how can you better unders...

Join Sophie, Bisha, and Ed in part one of a two-part series, answering the question all retailers have been forced into considering due to Covid: what makes a great online customer experience? In this podcast, the three discuss the acceleration in demand for online retail, with an increase of 33.9% in the UK online retail sales in June 2020. The reflect upon the three key factors playing into an o...

With the launch of Amazon Fresh, this podcast focuses on the online retailer, Amazon, and more specifically Amazon Fresh. Join Sophie and Eric as they discuss and consider the question: Will Amazon Fresh make waves in the UK Grocery Market?

Allies are people that show up and stand up for what they believe in. The events of 2020 have shown the continued need for allies in our world. In part one of this podcast, members of the Clarasys team discuss what they think an ally is, in the context of the LGBTQ+ community and beyond. Listen in to find out more!

After discussing what it means to be an ally and how this is relevant in the LGBTQ+ community in part one of this two-part podcast, here we discuss experiences of being an ally and how to be a better ally. In part two of our podcast on allyship in the LGBTQ+ community, the Clarasys team talk about their experiences of being an ally, situations where they would have liked to have had an ally with t...

Join Tom and Lawrence as they discuss customer loyalty and how your CX can play a big part in either encouraging or dissuading this. Customer loyalty is something the majority of organisations aim for to ensure that their customers keep coming back, to ensure that their business has a source of sustained, guaranteed income and consistent, reliable buyers, and a reduction in sales cost. So how is t...

Join Tom and Lucile as they discuss the challenge of ensuring consistent and improved CX for banks, in particular larger, legacy banks. Lucile offers an insight into not only how banks could look to improve their CX but moreover, how they can make this evident and tangible to their customers and ensure that their customers are aware of the improvements. The pair move on to how banks are looking to...

Listen in as Sandi and Taggie discuss the recent celebrations at The Sunday Times 100 Award Ceremony and Clarasys' ranking in the top 20 best companies to work for consistently over the past 3 years. The pair not only discuss the event itself, but also how the award was applied for and won, the culture at Clarasys, and their highlights from working at a company that has continually ranked so highl...

Join Mike and Lawrence as they discuss chatbots - how it could affect you, your company, and your customers. They cover everything from 'what is a chatbot?' to looking at how you can create your own chatbot. The duo discuss the relevance of chatbots in different industries and the purpose behind creating a chatbot: is it to cut costs, or reduce front-line contact times, or simplify a recurring pro...

Join Moray and Tom for our latest episode of Clarasys CX Talks. This week, the pair look at the Rada Business Research Division - How to think on your feet, The art of improvisation in the workplace. They talk through the limits of decision trees, lack of employee empowerment, and the importance of flexibility that limit your workforce. Instead of having strict guides, which encourage these limita...

This episode sees Tom Carpenter joined by Global Customer Experience Specialists Ian Golding and Veronika Luxemburg and Clarasys CX expert Emily Jenkins. This discussion evolves from the benefits of the John Lewis 2019 Christmas advert and why there is so much more of a push in the 'Golden Quarter' over any other period of the year. Ian Golding is a highly influential freelance Customer Experience...

‘Vetting, where do you start, really?’ In a conversation between Jennifer Kelly, Head of Safeguarding at The Prince’s Trust, Genevieve Cox, and Andrew McGrath, from Clarasys, this podcast explains what vetting means in the context of the charity sector and how The Prince’s Trust have been implementing a new system for vetting checks for volunteers and staff at the Trust. The first half of this pod...

This weeks episode is a discussion framed around user experience in the healthcare industry. Tom Carpenter is joined by Lawrence Alfred where they talk about designing solutions keeping in mind all those impacted by the solution, not just the users. We thank Dr Gyles Morrison for his article 'Bad Healthcare UX is Killing People' which invoked a series of discussions around the topic of user experi...

On this episode, Tom is joined by Matt Austin in discussing the effects of M&A on customer experience namely the areas board members tend not to consider when going through the merger or acquisition process. Follow Clarasys on your favourite social media channel for information and to ask questions, alternatively email podcast@clarasys.com! Episode article link: https://www.cmswire.com/customer-ex...

Tom Carpenter is joined by Lawrence Alfred, a customer experience specialist, to discuss an interesting move by the fast food giant MacDonald's. Follow Clarasys on your favourite social media channel for information and to ask questions, alternatively email podcast@clarasys.com! Episode article link: https://www.entrepreneur.com/article/332239

Wealth management is one of the most attractive sectors in the Financial services industry due to the greater growth prospects, lower capital requirements and higher returns on equity. However, there is a call for change in the area as a new generation comes into play with new expectations. On this episode we are joined by wealth manager, Gregg Dennis, from Owl Private Office. After a brief conver...

The importance of a great culture is hugely important to the overall health of your company. Cultivating a great company culture is important not only for employee engagement, happiness and retention, but also, solidifying the foundations for a thriving business; regardless of economic changes. As the Sunday Times Best Small Consulting firm to work for in the UK 2019, we thought we were best place...

Agile is no longer a 'new' concept; Agile methods are increasingly well defined and the benefits are more widely acknowledged. As an organisation that is truly Agile from the ground up, we understand the benefits of using this approach, so much so that we have our own- the Clarasys Agile Method (CAM). In this episode Clarasys CEO Matt Cheung is joined by old friend and Agile specialist Matt Roadni...

Transformation is essential for evolution. This is especially true for enterprise organisations with hundred’s of thousands of customers. But how do you go about delivering a truly successful transformation project? On this episode Tom Carpenter, a customer experience specialist at Clarasys, is joined by Refinitiv’s Director of Digital Products- David Gallihawk. Tom and David have an in-depth disc...

It is no secret that customer expectations have changed in recent times and technology has constantly evolved. These days it is often seen as being essential to use this tech to aid in your customer experience. In this episode of Never Mind the Pain Points Managing Consultant Matt Austin is joined by Tom Coppock from Acrotrend in discussing these matters. Firstly, Matt and Tom talk about how analy...

Ah yes, the insurance industry. One we all interact with and one that people tend to have a negative perception of. Well, it's actually really quite fascinating how they approach customer experience with so few levers they can pull on. On this episode Head of Direct Marketing and CRM for Swinton Insurance Anthony Mclaughlin joins Clarasys CX specialists Tom Carpenter and Lawrence Alfred in this Cu...

At some point in time, most organisations will experience a Cost transformation initiative in their organisation, but being blunt by making cuts and slashing budgets will affect you in more ways than you may realise! Shahzad Saleem is the CEO at Cost Transformation Consultancy (CTC) and has years of experience in this domain. A notable achievement was leading a £6 billion cost out programme at BT....

A lot of you are probably thinking 'Data!? What a boring topic!'. Well, first of all you are wrong. Secondly, whether it be a global financial solutions organisation, a medium sized consultancy or a new hair dresser startup, data is fundamental to the modern day business. And we can tell you for a fact that this episode is well worth the listen! On this episode, Clarasys CEO Matt Cheung talks ente...