Podcast – Page 17

The Economics of Customer Service

Season 1 – Episode 33: Insights From Seán Keane We continue our series of episodes focused on answering the critical question –What Is the State of Customer Experience Today? As 81% of the UK’s economic output comes from the service industry, understanding how to improve customer experience has never been more critical. We will be asking guests for their perspectives on the following questions: We are lucky to have insights on these questions from Seán Keane, who has led, grown and sold CX technology and consulting businesses and has a strong background in Op Model design, technology and process. He’s led complex programmes and teams for companies like Davies Group, Ember and Capgemini on … [Read more...]

Unlocking the Power of Analysis

Season 1 – Episode 32: We All Need to Understand the Data Welcome to Unlocking the Power of Analysis, where we explore data’s transformative potential for improving work performance. You only have an opinion without data, so analysis is critical to the workplace. In this episode, James dredges through his 20+ years of being called an ‘analyst’ to help practitioners fine-tune their skills, whilst Jimmy discusses how front-line managers, executives and board members can sharpen their skills to get the most out of data. We discuss everything from how analysis stopped a cholera outbreak in 19th-century London to the way the “Head of Colouring In” produces informative reports. Data analysis … [Read more...]

Artificial Intelligence

Season 1 – Episode 31: Is it Transformative Tech or Management Fluff? Today, we have a special guest, Alex Alexander, to discuss Gen AI. Alex runs a tech start-up, Xoots and has a glittering career in technology across Europe, working for brands including Emirates and Net A Porter. He's advised companies and governments on all things AI and we are lucky to have him join us to explore this hot topic.He will help educate you on what Gen AI is and how it works, explore some of its uses and potential, and finally, Alex will share his insights on how you can get started and exploit the power of Gen AI.If you've wondered what it is or how to start on the journey, you mustn't miss the … [Read more...]

What Can We Learn about Customer Experience?

Season 1 – Episode 30: Virgin Media Case Study This week, we continue to explore the UK Customer Experience. The country's service economy employs 80% of the workforce, so understanding and enhancing customer experience is crucial. We conduct a 'shallow dive' (or maybe a snorkel) into Virgin Media, examining its history and origins, as well as customer feedback on their experiences. What lessons can we draw from such a giant corporation? Expect the usual mix of anecdotes, statistics, and insights to provide some food for thought and ideas to ensure you're delivering the best customer service! Learn the importance of thinking about design from a customer's perspective (obvious but … [Read more...]

Why Continuous Improvement Programmes Fail

Season 1 – Episode 29: Insights from Hugh Alley If you have worked in a large organisation, you will have seen continuous improvement initiatives come and go with alarming regularity. Everybody knows continuous improvement is a good idea, yet few organisations can pull it off. This week, we talked with Hugh Alley about why these initiatives fail and what organisations need to do differently to see them succeed. James tells his worst joke (to date), and we discover why most managers cause continuous improvement initiatives to fail. To find out more, click on "Additional Information" below, or contact us at jimmy@ajobdonewell.com and james@ajobdonewell.com Further … [Read more...]