Episodes

  • S4e21 The Great Digital Transformation Edition with Howard Tiersky

    S4e21 The Great Digital Transformation Edition with Howard Tiersky
    Dec 1 2022
    James chats with Howard Tiersky CEO of FROM The Digital Transformation Agency. Howard has recently published a Wall Street Journal bestselling book, "Winning Digital Customers: The Antidote to Irrelevance" which outlines key strategies and tactics to transform a company around its customer experience and win customers in today’s digital age. Contact Howard: Web: https://www.from.digital/ Speaking: https://howardtiersky.com/ Book: https://winningdigitalcustomers.com/freechapter Twitter: https://twitter.com/tiersky LinkedIn: https://www.linkedin.com/in/tiersky/
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    39 mins
  • S4E20 The Getting the Best From Your Written Communication Edition with Leslie O’Flahavan

    S4E20 The Getting the Best From Your Written Communication Edition with Leslie O’Flahavan
    Nov 24 2022
    James chats with Leslie O’Flahavan a get-to-the point writer and an experienced, versatile writing instructor. E-WRITE owner since 1996, Leslie leads customised writing courses for Fortune 500 companies, government agencies, and non-profit organisations. Leslie helps the most stubborn, inexperienced, or word-phobic employees at your organisation improve their writing skills, so they can do their jobs better. As a result of her work, Leslie’s clients improve their customer satisfaction ratings, reduce training cycles, improve productivity, and limit legal risk. She is a LinkedIn Learning author of five courses on topics including writing for social media; live chat and text; plain language; and technical writing. They discuss improving communication with your customers in written channels, the emergence of email, writing great web content, Contact Leslie: • Twitter: https://twitter.com/LeslieO • LinkedIn: https://www.linkedin.com/in/leslieoflahavan/ • Instagram: https://www.instagram.com/ewriteonline/ • Email: Leslie@ewriteonline.com • Website: https://ewriteonline.com
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    32 mins
  • S4e19 The Building Community Edition with Devin Bramhall

    S4e19 The Building Community Edition with Devin Bramhall
    Nov 17 2022
    James chats with Devin Bramhall, a brand marketer with over 10 years leading teams to grow brand awareness, affinity, and activating communities around technology companies. Former CEO at Animalz, a remote content marketing agency producing the best content on the web for B2B Saas companies. Founder of the Master Slam, a poetry slam-style debate about startups and tech. She is also aTEDx organizer and speaker trainer, instructor on "How to Use Storytelling to Get What You Want," a workshop about using storytelling for career advancement at General Assembly and Startup Institute. They discuss the growth of an innovation in content marketing, brand marketing, building community, evolution in distributing content, content strategy, leveraging content, saying no to platforms, being logical, the master slam and not having a plan. Contact Devin: Twitter: @devinemily
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    33 mins
  • S4e18 The Data Is The New Water Edition with Ratul Shah

    S4e18 The Data Is The New Water Edition with Ratul Shah
    Nov 10 2022
    James chats with Ratul Shah, Head of Product Marketing at SAP Custom Data Solutions. Ratul has over 15 years of experiences in building and launching customer experience solutions for companies to service their customers, and has infused the voice-of-the-customer into the product roadmap and marketing plans, and is highly experienced in building marketing strategies and executing the go-to-market plans. As the Head of Product Marketing for SAP Customer Data Solutions, he continues to expand his passion for customers into everything the team delivers. Ratul has held various leadership positions at Aprimo, Passageways, ExactTarget (now Salesforce, and ININ (now Genesys). Ratul holds a B.S. in Electrical Engineering from Purdue University, and earned his MBA from Indiana University. They discuss generation Alpha, solving problems for our customers, using data and data models, new value chains, the new water, business evolution, experience evolution and the value and power of data. Contact Ratul: Linkedin: https://www.linkedin.com/in/ratulshah/ Twitter: https://twitter.com/Ratul
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    31 mins
  • S4e17 Ben Motteram - 28:10:2022, 10.57

    S4e17 Ben Motteram - 28:10:2022, 10.57
    Nov 3 2022
    James chats with Ben Motteram, an internationally recognised thought leader, corporate advisor and keynote speaker who's named one of the world's most influential voices in the field of customer experience. Through his consultancy CXpert he works with leaders at some of Australia's most recognisable brands, with the goal of building organisations, employees and customers love is the driving force behind the training core CX management fundamentals, which was launched launched earlier this year, to great acclaim, and provides mentoring to CX managers across the globe. With over 30 years experience in customer acquisition and retention in Australia and with multinational companies. They discuss the weather in Melbourne, referencing the competition, contact centres, learning from the best, the oldest businesses in the world, being able to adapt, the future of CX and coffee. Contact Ben: Web: www.cxpert.com.au Twitter: @cxpert LinnkedIn: www.linkedin.com/in/benmotteram/
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    31 mins
  • S4e16 The Punk Experience Leadership Edition with Adrian Swinscoe

    S4e16 The Punk Experience Leadership Edition with Adrian Swinscoe
    Oct 27 2022
    James chats with Adrian Swinscoe, described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for over 25 years now. His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Nespresso, Pearson and Costa Coffee as well as numerous tech vendors and many smaller and medium sized businesses. Adrian is a frequent writer, podcaster and speaker on all things related to customer service and experience. He published a best selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson), published a genre busting book: Punk CX in 2019 and has just published an exciting follow up: Punk XL at the end of 2021. They discuss developing trust at a distance, the customer's experience, adapting and adjusting, being number one, starting with the end in mind, the changing agenda, experience leadership, finding the answer, punk rock, and Big Ass Fans. Contact Adrian: - Blog: www.adrianswinscoe.com - Podcast: https://www.adrianswinscoe.com/category/interviews/ - Forbes column: http://www.forbes.com/sites/adrianswinscoe/ - LinkedIn profile: http://uk.linkedin.com/in/adrianswinscoe - Twitter: http://twitter.com/adrianswinscoe and - Instagram: https://www.instagram.com/punk_cx/
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    36 mins
  • S4e15 The Managing Trust Edition with Peter Lavers

    S4e15 The Managing Trust Edition with Peter Lavers
    Oct 20 2022
    James chats with Peter Lavers, the co founder and director of Customer Attuned Limited, an expert and IBM futurist in CRM and Customer Experience Management. He is recognised as a top influencer in that subject. They discuss quality at Rolls Royce and Bentley, getting the basics right, channel shift, managing transitions, managing trust and values driven business. Contact Peter: Web: customerattuned.com Twitter: @peterlavers LinkedIn: linkedin.com/in/peter-lavers-611b79
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    34 mins
  • S4e14 The Getting The Basics Right With Fairy Dust Edition With Ian Golding

    S4e14 The Getting The Basics Right With Fairy Dust Edition With Ian Golding
    Oct 13 2022
    James chats with Ian Golding, certified customer experience professional and a customer experience specialist, certified Lean Six Sigma Master Black Belt who spent over 20 years in the business environment and in business improvement, working hard to ensure that businesses he works for are as customer focused as possible He's worked with some amazing companies before becoming an independent consultant including the Royal Bank of Scotland, GE Commercial Finance, GE Reinsurance and Brakes Brothers Food Service. And his last permanent role was head of group customer experience, where he developed and deployed the customer experience strategy for one of Europe's largest online retailers Shop Direct. They discuss doing the right thing, doing things a better way, leader evolution, Satya Nadella, what comes after CX, aligning the employee experience with the customer experience, customer journey management, short vs long term thinking, differentiation online, getting the basics right with fairy dust and differentiating by accident. Contact Ian: Tel: +44 7770 736 832 Web: https://ijgolding.com/
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    40 mins