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...]