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Making in-store grocery shopping fun and going viral on TikTok – Interview...
Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the […] The post Making in-store grocery shopping fun and...
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The limiting factor to achieving personalized experiences at scale
Sitting and watching the keynotes from Day One of the recent Adobe Summit, there were times when I must admit I felt a little overwhelmed by the […] The post The limiting factor to achieving...
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Personalisation and the pink elephant in the room – Interview with Emma...
Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las […] The post Personalisation and the pink...
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How to exceed customer expectations using OKRs
This is a guest post by Jeremy Yancey, the Head of Content at Tability. Meeting customer expectations alone is no longer enough for businesses to succeed. […] The post How to exceed customer...
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Lessons learnt from testing Copilot for service across tens of thousands of...
Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, the impact […] The post Lessons learnt from testing...
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Overcoming cultural latency: How video technologies support today’s hybrid...
This is a guest post from Colin Farquhar, senior vice president of enterprise IP video, and Kerry Lindsay, vice president of human resources at IPTV specialist: […] The post Overcoming cultural...
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How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade...
Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business. Prashaant and I connected after he spoke at […] The post How to get...
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Financial brands need to shore up trust…or we’re all going to sink
This is a guest post by Nadja Bellan-White, CEO of SS+K, an M&C Saatchi company. Financial institutions are swept up in a crisis of confidence in […] The post Financial brands need to shore up...
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Listening and taking action at scale – Interview with Ron Secrist of Citi and...
Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President […] The post Listening...
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How artificial intelligence in task management can transform the customer and...
This is a guest post by Brianna Van Zanten, Customer Success Manager at InCheq In my experience, many business leaders are intimidated by the idea of […] The post How artificial intelligence in task...
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We’ve only just scratched the surface of artificial intelligence – Interview...
Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University […] The post We’ve only just scratched the surface of...
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Now there is no excuse for not closing the loop on customer feedback
It’s pretty safe to say that most businesses ask their customers for feedback these days. Most would agree that is a good thing. But, there are […] The post Now there is no excuse for not closing the...
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The ongoing decline of brand loyalty, what’s driving it and what should be...
Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice […] The post The ongoing...
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Employee activism on the rise: The most important issues to employees and how...
This is a guest post from Ben Mercer at Leisure Lakes Bikes. More and more businesses are finding that employees are driving activism around topics and […] The post Employee activism on the rise: The...
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There needs to be a really tight relationship between business strategy and...
Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas […] The post There needs to be a really...
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PegaWorld themes speak to the top AI implementation challenges
Given the rapid evolution of technology in the customer engagement space over the last year, and after attending a few other vendor customer events in recent […] The post PegaWorld themes speak to the...
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The customer isn’t always right – Interview with Daphne Costa Lopes of Hubspot
Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, why the customer […] The post The customer isn’t...
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Make promises, keep them but you don’t have to beat them
I was thinking about expectations the other day and it reminded me of something that I wrote in How To Wow, so I thought I’d share […] The post Make promises, keep them but you don’t have to beat them...
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The Brand Connectome™ and why we are doing marketing all wrong – Interview...
Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind […] The post The Brand Connectome™ and why...
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Countdown to Inclusion: What to expect from the European Accessibility Act
This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […] The post Countdown to Inclusion: What to expect from the...
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