Mark Atterby interviews Tom Scantlebury, CEO and Founder of Sky Blue, about the importance of connecting with customers as humans and exceeding their expectations. Mark Atterby (MA): Can you please provide a background to your career and why you founded Blue Sky? Tom Scantlebury (TM): My background was actually originally in hotels. I was in hotel …
Mark Atterby interviews Rik Johnson, Head of Solutions at Curious Thing, about the importance of challenging assumptions when it comes to designing customer experiences and conversational AI. Mark Atterby (MA): Please explain your current position and provide a background to your career? Rik Johnson (RJ): I have the best job in the world! As Head …
In a career spanning 25 years, Jasmine Gray, Customer Success Team Manager APAC at cloud based telephony company Aircall, has applied her formula for customer success and experience to a wide variety of roles across multiple organisations. Mark Atterby talks to Jasmine Gray, about her career and what she has learnt about helping customers succeed. …
Being able to connect and work with other people is critical to successful customer experience and change management. Jane Tyzack, founding Director of Change Playbook, has built her long and successful career on her ability to collaborate and work with other people. Mark Atterby recently interviewed Jane about her approach to managing large-scale CX and …
Delivering a great customer experience is hard. There are so many factors that go into creating a great customer experience including strategy, culture, processes, technology and organisational structure. Customer expectations are constantly rising – and what’s seen as exceptional service today, may not be the exceptional service of tomorrow. Businesses need to keep innovating and improving their service, …
Many CX leaders and executives have diverse backgrounds that encompass a variety of job roles across multiple industries. Such leaders have a deep understanding of how CX impacts or connects with all areas of the business. Mark Atterby, CXFocus Editor, speaks to one such CX leader, Jodie Fielding who is currently Chief Delivery Officer at …
Organisations are using conversational AI to relieve the pressure on their contact centres while at the same time aiming to improve productivity and service levels. In the past, the performance of chatbots has been somewhat poor and the results disappointing. In recent years, however, AI technology has come a long way and some organisations at …
It has become accepted wisdom in the CX community for brands to delight or ‘wow’ their customers. But the truth is, delighting your customers may not necessarily build loyalty or raise revenue. That’s not to say that the effort to delight is useless but you need to get a few things right first. David Lucy, …
Providing customers with a connected and frictionless experience requires a full understanding of the end-to-end customer journey. Where does it start, where does it end, and what happens along the way? What are the customers’ goals, needs, and pain points at each stage of that journey? The customer journey is the complete sum of experiences that …
Rod has a fifteen plus year career working for a variety of mid-tier and large global organisations, designing, and implementing customer experience (CX) strategies. Recently, he co-founded Humind – a new CX design and consultancy collective, aimed at helping organisations to discover, design, and deliver experiences with the human in mind. In this interview, Rod …