The Operational Excellence Show

In this episode we look at the different types of Hybrid working models, a term that has become well known in not just in the CX sectors but across all industries. We examine the various factors to t…

Wouldn’t it be amazing if you could supercharge your customer experience by deploying a multilingual Chatbot or live chat across all service channels you have got in your business!

Yes - it would but…

This interview couldn’t come any timelier!

CEO’s are tired and exhausted after the Covid Pandemic, now they face the economic downturn, the increasing costs of serving their customers, shrinking budg…

We are manoeuvring through difficult economic times!

Geopolitical challenges we can’t impact directly are making our service delivery difficult. So many Ops leaders have been asking me - what can we …

I’m joined today by Founder and CEO of Hollywood Browzer Beauty - Amy Anzel! You might wonder what Dermaplaning, hair removal and exfoliation tools have got to do with operational excellence! Let me …

Finances and financial viability of a business are hugely important and yet we seen to be reluctant to speak about the ins and outs of staying on top of your financial performance!

Very often this st…

Imagine being told by your dad - “you go and help your mother”. Normal, no big deal!

Well - it is if your mum is the CEO of a distruper BPO in Rumania. Alexandra fell into the contact centre industry…

This is Episode 100 of the Operational Excellence Show - and I couldn’t be any prouder of myself and my guests for having it made thus far! I recorded this podcast just before my birthday - reflectin…

I love data! I love Data Analytics - and if all of this comes in an App - Happy days! My guest today is the Founder and CEO of OpsAnalitica, Tommy Yionoulis! His big promise: You can measure everythi…

You have to practice for success - a strong statement from Interview Coach Carrie-Lynn Hotson!

My guest today is on a mission to help people to be more confident in their next interview and land the …

In today’s episode I’m taking you through our brand new course “Customer Service Delivery Made Easy”A dip into each one of the four modules:

1. 1. Recruitment, Onboarding and Training
   2. Moving Forward for…

My guest today is Ed Tyson - Chief Architect of Leadership SOPs! Of course - I hear you - what has leadership got to do with Standard Operating Procedures? Well - that’s what Ed talks to us about to…

We all need breaks in our days - yet ever too often we find ourselves at the end of a busy day, packed with meetings and a ton of deliverables, we are exhausted and we realise - Gosh I didn’t even ha…

What if…. You could make every conversation valuable? What if….. Your advisors would automatically know what the next good step is for your customer? What if your coaching was really targeted so that…

In today’s service delivery world, we can’t even imagine what we would do without Artificial Intelligence - AI; Data we look at, Data we work with, Data we use to make our customers lives easier and …

The very day before the first lock-down was introduced in the UK, Ellen Wakelam, director of “in the Welsh Wind” signed a lease on a pub - to house her new business venture! In today’s Episode Ellen …

At Rutz Consulting we help our clients to optimise the out-put of their workforce, yet still offer plenty of training & coaching. And of course ensure that breaks, weekends, holidays are taken - in o…

Today - I’m taking you behind the scenes of Rutz Consulting! I dive into how I went from an employee to freelancer to CEO of my own consultancy business & the many challenges I faced & learned from a…

I’m joined by a very special guest this week: Gregorio Oglioni. Gregorio is CCXP Certified and has been in customer experience for a long long time! Gregorio is one of the very few experts, linking c…

I’m delighted to welcome back my dear friend Joy Bains. Remember, she was my very first guest in 2020 - Episode 7 which aired on 13th March 2020! Joy is, hands down, one of the best Project and Progr…