Adrian Swinscoe


 

Today’s interview is with William (Bill) Colleran, President and Chief Executive Officer of AnswerDash, a predictive and artificial intelligence (AI) powered Q&A Saas platform that facilitates customer service for e-commerce businesses thereby reducing support costs and revealing customer needs.

This interview follows on from my recent interview – Big data and technology is undermining our ability to develop our own hunches – Interview with Bernadette Jiwa – and is number 228 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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Is 2% OK with you?

That probably explains why many firms only achieve around a 2% response rate on their surveys.

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Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of five best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Hunch: Turn Your Everyday Insights into the Next Big Thing, big data, decision making, where hunches come from and how we can develop our own hunches.

Bernadette Bernadette husband big book business data Insight interview noticing turn

 

A few months ago I wrote an article called: Do You Really Want To Create A Frictionless Customer Experience?, where I questioned the wisdom behind creating a frictionless experience. In addition, they have grown their retail footprint across the United Kingdom, Ireland, Germany, Poland, Austria and the Netherlands by nearly 20% over the last 24 months to 503 stores and have plans to add another 49 stores this year.

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Today’s interview is with Ed Ariel, VP of Customer Service at ezCater, the only US-wide marketplace for corporate catering.

This interview follows on from my recent interview – Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly – and is number 226 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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This is a guest post from Arthur D. Little.

This is a guest post from Arthur D. Little.

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Today’s interview is with Tara Kelly, President & CEO of SPLICE Software, who are helping retailers, insurance companies, and banks optimize customer communications through the marriage of patent-pending human voice software, and personalized automated messaging systems.

This interview follows on from my recent interview – Opaque and transparent AI and the ethical implications for customer experience – Interview with Rob Walker – and is number 225 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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Today’s interview is with Dr. This is the last of three interviews that I conducted at Pegaworld so do check out the others with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems here and with Mattijs ten Brink, Chairman & CEO of Transavia here.

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This is a guest post from Benjamin Stone writer and technology enthusiast.

Benjamin Stone is a seasoned writer and technology enthusiast.

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I’m a huge fan of organisations that do great things for their customers and their employees and I’m a helper to many wanting to achieve their own level of greatness. I’m also a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.

achieve customers employees fan greatness helper huge organisations things wanting

 

Are behavioral science, customer centricity and customer experience compatible?

However, at the same time, many of those companies will also be leveraging a large number of the powerful insights that are coming out of behavioral science, behavioral economics and behavioral design and will be using them to help design and deliver a customer experience that stands out, attracts new customers and helps keep their existing customers for longer.

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This is a guest post from Jonathan Furman, the founder of Furman Transformation, a management consulting firm.

This is a guest post from Jonathan Furman, the founder of Furman Transformation, a management consulting firm.

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Today’s interview is with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software.

This interview follows on from my recent interview – The most successful companies start by improving one customer journey at a time – Interview with Don Schuerman – and is number 221 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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This is a guest post from Josh Chapman, a financial modelling expert, based in New York City.

This is a guest post from Josh Chapman, a financial modelling expert, based in New York City.

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Today’s interview is with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems. This is the first of three interviews that I conducted at Pegaworld so look out for the other two coming up in the next few weeks.

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This is a guest post from Matt Brown, senior director of digital marketing at Walker Sands Digital, a digital marketing services agency that is part of the award-winning B2B tech PR agency, Walker Sands Communications.

This is a guest post from Matt Brown, senior director of digital marketing at Walker Sands Digital, a digital marketing services agency that is part of the award-winning B2B tech PR agency, Walker Sands Communications.

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Today’s interview is with Stan Phelps, Founder of Purple Goldfish, a think tank of customer experience and employee engagement experts. Stan joins me today to talk about his new book: Red Goldfish: Motivating Sales and Loyalty Through Shared Passion and Purpose that he has co-authored with Graeme Newell.

book business customers employee Goldfish organisation profit purpose Stan things

 

I’m a huge fan of organisations that do great things for their customers and their employees and I’m a helper to many wanting to achieve their own level of greatness. I’m also a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.

achieve customers employees fan greatness helper huge organisations things wanting

 

Today’s interview is with Jascha Kaykas-Wolff, who is the Chief Marketing Officer at Mozilla, non-profit organization that fights to keep the Internet a global public resource, open and accessible to all and is most famously known for being the maker of the Firefox browser.

This interview follows on from my recent interview – The ROI of investing in employee experience – Interview with Jacob Morgan – and is number 218 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

companies customers data internet Jascha marketer marketing Mozilla things trust

 

I was lucky enough to attend Collision, a tech and start up conference in New Orleans just over a week ago.

Building increased and sustained customer loyalty is a perennial challenge for any growing and healthy business.

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