Season 2 – Episode 41: What Do the Computers Think? In this episode, hosts James Lawther and Jimmy Barber discuss the impact of AI on contact centres and back-office jobs. This follows a question from Rob, a member of the audience, who asked about the potential for AI to reduce contact centre jobs by a claimed 80-90% in the next year or two. The hosts share insights from a former guest, Alex Alexander's AI team, and James interviews Google's Gemini to discover if the AI themselves believe they will put us all out of a job. This is all balanced with a bit of real-world experience of tech transformations. Check out the episode and see what they conclude - Are the robots taking … [Read more...]
Is Elon Musk’s Approach with DOGE Really the Answer to Cost Challenges?
Season 2 – Episode 27: We Explain to Elon How To Make Money. 'The wise learn not only from their own mistakes but also from the missteps of others.' In this episode, we discuss the challenges faced by the US Department of Government Efficiency (DOGE) as it attempts to cut federal spending and modernise technology under President Trump's agenda. We discuss Elon Musk's cost-saving playbook, the risks of the approach, and most importantly, some suggestions on better ways of saving cost - by focusing on purpose, finding the right opportunities and listening to employees. Could we do a better job than Elon? Have a listen and you decide! Plus, you'll discover James's latest … [Read more...]
Customer Service Isn’t Customer Experience (Here’s the Difference)
Season 2 – Episode 26: With Adrian Swinscoe. In this episode, we welcome guest Adrian Swinscoe, an author, researcher, and advisor on customer service and experience. Adrian challenges the underlying management beliefs that you should try to manage revenue, cost, and profitability and explains how you can create better organisational outcomes by focusing on your employees and customers. The discussion also covers the shortcomings of chatbots, artificial intelligence, and the desire to control “the customer experience”. It is all about inputs and outcomes. Listen in to find out more. Adrian Swinscoe Described as an experimental CX thought leader and visionary, Adrian Swinscoe … [Read more...]
Meetings
Series 2 – Episode 18: The Lifeblood of Work, or Just Corporate Treacle? On average, we spend 28% of our working lives in meetings. So how do we make the most of this time and ensure meetings are productive and positive rather than "hours of my life I won't get back."? This week's podcast discusses the importance of meetings and how we fool ourselves by using them to define our status and importance. By following some simple principles, you can turn the corporate treacle into an invaluable investment of your time and your organisation's money. After all, you don't want to waste a quarter of your time at work! If you want to make your meetings work, please contact James … [Read more...]
Building Capability
Season 2 – Episode 010: The Magic Bullet This week, we discuss the often shortsighted cost-cutting measures companies adopt to hit their targets and the flawed logic behind these strategies. What might appear to be an immediate saving usually leads to more significant issues down the line. Instead of superficial cuts, we will explain the catch-all strategy to fix all your operational and financial woes. Are we snake-oil salesmen, or do we know the solution? Listen in and decide for yourself. To find out more, contact James, Jimmy. … [Read more...]
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