Tech People

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 d...

It is a tumultuous time for the retail sector. Shoppers' behaviors 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 sec...

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 pres...

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 join...

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 knowin...

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 marke...

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...

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...

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...

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...

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...

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 hi...

An organisation’s success and competitiveness depend upon its ability to embrace diversity and realise the benefits. Workplace diversity refers to the variety of differences between people in an organisation. Diversity encompasses not just the obvious elements such as race, gender, etc., it also refers to different professional backgrounds and much more.  To discuss this in greater detail I'm...

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...

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 La...

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...

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, Custo...

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 el...

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 pr...

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 e...

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. Fran...

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&...

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 s...

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 we...

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 Liv...