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The Operational Excellence Show

Jul 30, 2021

Today’s episode is slightly different! We are talking about celebrating success! And my two personal words for this business year…. Focus & Joy!

What’s my secret sauce? Could that also be your secret sauce?

 

Book recommendation:


Jul 21, 2021

What does CX have to do with French Cuisine, with Hongkong or Marketing!
Actually everything if you are Julien Rio!

In today’s interview my guest shares the 3 ways of gathering feedback from your customers. He also alludes to the Dunning-Kruger Effect - which he says is omnipresent in CX and where you as the CEO...


Jul 15, 2021

Human Resources has evolved so much over the last couple of years - never mind throughout the Covid-19 Pandemic!

Meet Jo Regan-Iles, Group People Officer for The Sigma Financial Group and one of the few Commercial HR leaders having the employees at the centre of everything She does.

In today’s episode Jo is sharing...


Jul 7, 2021

Automation is a big deal in the contact centre world! The tools we need and use, often at a significant cost, are supposed to make our front line agents more productive at the right time, the customers' life easier and the FCO’s cost reduction programmes successful.

But… is this really what happens?

Our guest expert...


Jun 30, 2021

Today - we are diving into the why, what, and how of the German DACH Customer Experience Awards with moderator and organizer Marcus von Kloeden!

Marcus takes us behind the scene of this very first DACH summit and CX awards - not something you do easily in the midst of a pandemic!

We discuss the following topics

  • What...