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Aug 17, 2018

On treating the partner selection like the make or break decision that it is, Moh Al Ghadban, "we partnered with our internal teams to actually have a framework, have the criteria about our partner selection. Because for us selecting a partner is going through a journey. You have a vision of where you want to go with...


Aug 15, 2018

On how CX works at John Lewis, @CatDunkley explains she's on "a very small team within John Lewis called Customer Experience and Insight. Specifically in the design side of that. As a whole team, we are the guardians of the customer experience for the whole of John Lewis. John Lewis in shops, online, over the phone,...


Aug 14, 2018

On "modernizing all of our customer service operations in stations particularly, looking at our train service, looking at maintenance, looking at a lot of our employment practices, looking at centralizing some of our facilities, looking at how technology applies to all of that," Simon...


Aug 13, 2018

On realizing the respective strengths and weaknesses of carbon-based and digital colleagues Maria Salvatore "So actually having worked with humans doing the same thing again and again in 20 different flavors and occasionally making some big mistakes, we think like, you know what? Maybe the machine is a way more...


Aug 10, 2018

Jerry Wagner joins us and immediately shares distinctions of what to expect from 'robotics,' "if you're dealing with pen and paper, then there's no way you can actually get into automation unless you actually want to go build the robot and have it actually doing the stuff for you." Meaning you have to actually be a...