The Operational Excellence Show

How does a Basketball Player make it to the top of a very well known outsourcer in the Netherlands? My guest today is Nuno van Dunem da Costa, who’s sporting career and professional customer manageme…

I love showcasing successful Contact Centre leaders - especially those who started in the industry as an advisor or team leader! Today’s guest is an absolute inspiration…. Marianne Withers is the CEO…

Guess what happens when you meet at Waitrose’ wine bar at KingsCross…. You end up working with the #Ateam and are going to win the best Outsource Contact Centre of the Year Awards at the European Con…

Today you are in for an absolute treat! I’ve invited two of my business Besties, Bertine Crèvecoeur and Alicia Butler Pierre to discuss the Power of Collaboration!

As we come out of the Pandemic - …

With his extensive Financial Qualifications and operational experience in the Financial Services and Banking Sector, Mark founded Debt-IN (Now Capability Working Capital Solutions) in 2008. His hands…

I’m delighted to welcome back my dear friend Alicia Butler Pierre! You remember Alicia from our discussion in 2020 (Episode 30 of the Operational Excellence show) - where we spoke about the importanc…

Welcome to part 3 of the people / process / profit mini series! 

In today's show we are diving into the third P - Profit - in the CX space! 

Operational Excellence / Customer Service and Customer Exp…

Today we are diving into the second P in the People - Executing Process - Amplifying Profit - the 3 P’s I am referring to regularly! My guest today is Mark Buckley of MXB consultancy and Associate Di…

Today we are kicking off a 3 part Series under the Header Leading People - Executing Process - Amplifying Profit - the 3 P’s I am referring to regularly! My guest today is Teresa Robertson of Endrick…

Peter Ryan is probably the best known and most trusted CX Advisor/Analyst in the Contact Centre Space! 

Peter has a love of Data, Analysis and Insights like no other - and he can bring figures to liv…

I love meeting influential women - today’s guest, Dion Johnson, is one of them! Starting her career in midwifery she is one of the most influential women of colour in the British Executive Coaching s…

Caring for a parent is not something you can learn. Balancing the running of your business & caring for a parent brings many challenges. In this episode we examine those challenges & look at ways we …

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…

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 cu…

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…

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 custome…

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 DA…

I recently took my Customer Experience Management course with Daniel Ord of Omnitouch International  with the view to sit my CCXP Exam in the next couple of weeks. Today - I am taking you through th…

Heute unterhalten wir, Marcus und ich, uns über die allerersten DACH Customer Experience Awards! Marcus erzählt uns wie er dazu kam, diese Awards auszuschreiben, warum er glaubt, dass es ein Live-Erl…

A CEO with conviction lets people’s brains relax, so to speak. She is letting them concentrate on what needs to be done. When people feel more secure in the future, they're happier and produce higher…