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It Don’t Mean a Thing If It Ain’t Got That Swing – Winning at All Costs, Costs

Today our Editorial Director Steve Hurst is joined by Gerry Brown, aka The Customer Lifeguard, who is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service

Joining the Bots

Today our Editorial Director Steve Hurst is joined by Gerry Brown, aka The Customer Lifeguard, who is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service

Remote working and the contact centre – the rise of AI

Today our Editorial Director Steve Hurst is joined by Steve Morrell. Steve Morrell is Principal Analyst at ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the UK and US contact centre industries.

Can We Talk? Conversation Not Confrontation is a Key to Winning Customers Hearts

Today our Editorial Director Steve Hurst is joined by Gerry Brown, aka The Customer Lifeguard, who is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service

Responding to rapidly changing customer needs

Today our Editorial Director Steve Hurst is joined by Martin Hill-Wilson. Martin is an author, industry commentator, frequent conference chair and keynote speaker. He has deep experience in customer strategy from technology to culture. Currently he is leading the

A Lasting Legacy or Eternal Damnation – Why Redemption is in the clouds

Today our Editorial Director Steve Hurst is joined by Gerry Brown, aka The Customer Lifeguard, who is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service

Preparing for a recession: What needs rethinking in your customer strategy

Today our Editorial Director Steve Hurst is joined by Martin Hill-Wilson. Martin is an author, industry commentator, frequent conference chair and keynote speaker. He has deep experience in customer strategy from technology to culture. Currently he is leading the

Customer Lifeguard: VOC and VOE – separated at birth, reunited by a common purpose

Today our Editorial Director Steve Hurst is joined by Gerry Brown, aka The Customer Lifeguard, who is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service

M&S Case Study

Today our Editor Lizzie Akass is joined by Bogdan Grigorescu, AI Platform Manager at Marks and Spencer and speaker at our 2020 Future of the Contact Centre Conference. Listen as Bogdan gives insight into his case study and role…

KBC Bank Ireland: Diversity in collaboration

How diverse collaboration can help prepare for the contact centre of the future Today our Editor Lizzie Akass is joined by Bob Stella, Operational Effectiveness Manager at KBC Bank Ireland. KBC Bank Ireland, part of KBC Group, was set up 40 years ago to

npower: Transforming Customer-focused Operations

Today our Editor Lizzie Akass is joined by Chris Thewlis, Chief Operating Officer at npower and speaker at our 2020 Future of the Contact Centre Conference. Chris explains how npower are transforming customer-focused operations...

BEAUTY BAY: Taking the digital approach

Today our Editor Lizzie Akass is joined by Gavin Scott, Head of Customer Service at BEAUTY BAY and speaker at our 2020 Future of the Contact Centre Conference. Gavin explains why it takes an almost entirely digital customer contact approach to cater to its

The Guardian: Fixing the Fundamentals

The value of perfecting the fundamentals of customer service Today our Editor Lizzie Akass is joined by Ben Lappin, Director of Retention and Customer Experience at The Guardian. Ben explains how The Guardian halved churn by perfecting the fundamental basics

Beyond Philosophy – Controlling the controllable – Covid – 19: How to deal with customers

A global pandemic wasn’t in your plans this quarter. However, we see an opportunity to enhance your relationships with customers in this global crisis. In this episode of The Intuitive Customer, we share ten strategies for managing the uncertainty surrounding

Beyond Philosophy – How Apple uses psychology to construct an outstanding experience

What You Should Learn from Apple’s Outstanding Experience I am a huge fan of Apple products. If there were already a waiting list for the next iPhone, I would be on it. For me, buying Apple products is emotional, intuitive,  and automatic—all the things a

Beyond Philosophy – How small changes can alter customer behaviour

Loss Aversion teaches us that people like to gain things, but that they like hanging on to what they have even more and feel losses much more profoundly than gains. So, you would think that effective policy to reduce disposable bag usage by charging a surcharge for

Beyond Philosophy – 7 mistakes organisations make when trying to gain growth

I don’t know if it’s age talking here, but it probably is. Life becomes a lot clearer as you go on. I am at the point where I feel comfortable telling you what I think. In this episode of The Intuitive Customer, I am going to tell you about seven mistakes

Edelman – The importance of customer trust

Today our Editor, Lizzie Akass, is delighted to be joined by Gerry Wisiewski, Managing Director for Technology in the UK & Ireland, Edelman and a case study presenter at our 2019 Customer Engagement Summit. Gerry oversees Edelman’s Technology practice working

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