Season 3 – Episode 023: With Paul Howley This week, Jimmy and James are joined by Paul Howley—a former radio astronomer turned corporate transformation expert—to dismantle the myth that technology is the answer to all organisational change. Here’s the truth: it’s not. With 36 years of experience across airlines, utilities, and financial services, Paul explains why most tech-driven transformations fail (70% of them, according to McKinsey) and how middle managers can deliver real change without a single line of code. The episode exposes the absurdity of chasing AI, new platforms, and digital tools as quick fixes. Instead, Paul shares a case study from financial services where a mortgage … [Read more...]
Do You Really Need Process Improvement?
Season 3 – Episode 10 In the latest episode of "A Job Done Well," James Lawther and Jimmy Barber confront a polarising topic: Process Improvement. They tackle the central debate—is it essential for organisational health, or simply bureaucratic overhead? 1. The Core Conflict: Necessity vs. Bureaucracy Jimmy admits to a strong aversion to "process," associating it with endless documentation. James argues the opposite: that effective processes are the indispensable structures supporting successful businesses. The hosts explore the common resistance to process and why, despite its reputation, it remains fundamental to achieving results. 2. Actions for Better … [Read more...]
The Blindingly Obvious, but Seldom Practiced Way to Improve Profitability.
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...]
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...]
What Is the State of Customer Experience Today?
Season 1 – Episode 25: Introducing the Four Questions Today, we start a 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 important. Every few weeks, we will be asking guests for their perspectives on the following questions: What's the state of customer experience? Why do you think that? Who provides a good customer experience? How would you improve the customers' experience? To kick things off, we will give our perspectives on these questions. … [Read more...]