The Operational Excellence Show

In early December I held our very first boutique planning workshop - “Fix your Crown”! 

A completely different approach to Planning for Success in 2023! 

We looked at

• Our Financial Performance of 20…

The connection between contact centre operations and a family-run Scottish Whisky Business is certainly not that obvious. However - My guest Karen Somerville shares how she had to change and pivot in…

Nikki is a brand strategist and authentic messaging experts who work with brilliant leaders of leaders…. So people like me coaches, consultants, experts, service based business owners… who are hiding…

Peak Season is approaching and with that can come stress, anticipation but also success. This year perhaps brings an extra and great pressure, as the world is dealing with high inflation costs, a war…

Sales…. Arghh - for so many heart centred service providers, Sales is a hot potato topic! We - I include myself - don’t want to sell! We want to serve!

Yet how can you truly serve if you don’t sell?

…

We all know somebody, that knows somebody who suffered from burnout in our very busy and pressurised industry!

The 10th October is World Mental Health Day so in homage we decided to re-visit a popula…

I love a good conversation! And talking to a fellow podcaster who made celebrating good conversations his bread and butter by creating a podcast agency was no different! Ryan and I share a passion - …

In today’s episode - the fireworks are cracking! My guest Don Markland is an accomplished Sales Trainer - he ranks under the top 3 US online Sales Trainers. Forbes ranks him Number 1 Business Coach, …

On the 29 September 2016, I got very very angry! I realised that my cancerversary will always be 3 days before my wedding anniversary! 

Fast forward 7 years - I’m reflecting on the journey. As a canc…

We don’t speak about money and customer service! Nor do we focus on money and customer experience. Whether that’s a British or Swiss or even worldwide phenomenon is really by the by. My guest today t…

My guest today is David Baer of Baer on Marketing! We all know how often marketing strategies and activities are out of sync with the actual customer experience post sales or service delivery! 

We d…

Inside Customer Service Delivery made Easy you will gain clarity where your operation is doing really well! And where it does need some work!

You will…

My guest today is Andrew Wrobel, Founding Partner of Emerging Europe, a London based growth hub for Eastern European countries!

Andrew trained as a journalist, he specialises in location strategy and…

My guest today is Jeremy Snape, former England Cricketer scoring for England, winning man of the match for England - but now running his own Business called Sporting Edge. Jeremy works with the world…

In this episode we take a look back over the past 2 years & the many highlights of the OPEX show.

Observing & discussing various topics & re-visiting certain interviews & episodes that were popular w…

First Impression Training is a people development organisation, specialising within the call and contact centre environment, wholly focused on creating positive and lasting change in the way a compan…

This interview with the amazing Eleanor brought me massively outside my comfort zone!

I am very much a process driven leader, firmly believing in following due process moves the needle and gets stuff…