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The Operational Excellence Show

Apr 24, 2020

In this episode I’m discussing the hot potato in the contact center industry - well any industry for that matter - Customer Experience - what do we measure and how do we measure it.

My guest is an absolute authority in this field - Morris Pentel 

Morris is the Chairman of the Customer Experience Foundation,...

Apr 24, 2020

Today’s episode was supposed to be about the Ritz Carlton’s awesome customer experience - but over the last week or so - friends, colleagues, acquaintances - simply - just people - have been asking me

“How do you deal with this lock-down”? You seem so content - not worried at all? 

That got me...

Apr 17, 2020

My client today is an expert in the lighting industry! Just look at the light-bulb you may have in your home, or the Smart Lighting solution you may have - it could be from Signify - formerly Philips Lighting.

In today’s interview, Bart-Hendrik Huisman, Head of Customer Satisfaction with Signify and I, discuss...

Apr 10, 2020

I am so excited for today’s episode with business executive and team leadership coach, Gregor Findlay the owner of Courageous Development!

Gregor was the very first business coach I ever had. I was just promoted to Site Director in Accrington, near Manchester, to set up and open a brand new contact center. I was...

Apr 3, 2020

Welcome to Episode 10!

As I’m recording this, the UK is heading into its second week of lock down due to the CoronaVirus. Many of you will have been advised to work from home now and your teams are remote! 
It was frantic all of last week - getting people access to companies' IT networks, ensuring everyone had the...