The Operational Excellence Show

This week’s leading Gent is Hans Luyts , a knowledge management consultant who helps the IT team solve the knowledge and communication challenges that bottleneck their productivity. He makes quite a…

Daniela Semeco, a polyglot born in Venezuela, acquired her language skills during time spent in France, Germany, USA and Venezuela.

Before starting her company, Polyglotte, she worked a few roles: as…

With Brexit done - all of you serving customers in more than one languages, well more than just English, you know how difficult it has become to recruit the right talent for your French, German, Span…

What if you could deliver High quality Customer Service and High profitability? In this episode I am taking you back to the Leaders In Service Summit from 12th May 2021! This was the opening keynote!…

In today's episode I will be discussing the topic of Holistic Service Delivery......yes - really.

Something of which I would never have heard myself saying 5 years ago.

What is it though? How it is d…

Lee Houghton knows all about knowing…. And subsequently doing! If you are leading an operational team or a change team - you must meet Lee! As a Business Improvement Coach, Leadership Coach, Change …

Sarah Al-Hussaini is the Co-Founder and Chief Operating Officer of Ultimate.ai, the world's leading customer service automation platform, powered by artificial intelligence.

Ultimate has been named b…

Lorna wants you to spend your days feeling energised and fulfilled, continuously creating powerful results in all areas of your life.

T…

You probably have used the chat function offered by a number of businesses such as banks, airlines, hotels, credit card companies…. And most probably you had mixed emotions and experiences with using…

My guest today is David Rumble - an out-sourcing expert like no other! But not only that, David is also a consultant, who has built more than one successful consultancy agency in the contact c…

I’m so proud of today’s leading lady, Nathalie Baron, Founder of Uniquepathways! She is a fellow Swiss with a wonderful Coaching Practice for Female Executives. 

Nathalie brings to the table o…

This episode couldn’t come any more timely…. Just recently two major UK banks have announced that their working from home solution is here to stay! 

But…. Mark Walton boldly says….. Not everyone is …

It’s not everyday that I get to sit down with an accomplished author in the Customer Service and Customer Experience Space! 



Mark Hillary is a British/Irish writer and analyst based in São Paulo. H…

Alex Mead was probably every contact centre manager's nightmare agent! He would not get off the phones until he was able to help the customer. He would promise a callback and do it - long before the …

Over the past couple of weeks, we heard from Amazing Women, who’s bold statements included: 



• Amal Hassan: You have the Power within you! All you need is to activate that power

• Celine Chan: Keep t…

Today’s Leading Lady is…. Yes you guessed - it’s myself!

I am interviewed by Teresa Robertson, Associate Director of HR and L&D at Rutz Consulting. 


I’m honoured to be in this line-up.


My career st…

Today’s Leading Lady is Tugreofia Smith, lovingly called Tugs, Vice President of A&T Ascension Consulting Inc! 


ATAC is a Canadian based virtual service BPO. The jewel of their  organization is thei…

Today’s Leading Lady is Celine Chan, Managing Director of Webhelp Asia (formerly Sellbytel).

Celine joins us from Kuala Lumpur, talking us on her professional journey; starting as, what her father pe…

Today’s Leading Lady is Paula Kennedy Garica, Vice President of Concentrix, an award winning global outsourcing solutions provider.

Paula started her career in the contact centre world as Sales Manag…

Shannon Burch, Director of Western Financial Group and Co-Founder of Brilliantly Forward 



This week's Leading Lady is Shannon Burch, a banker through and through! Shannon can look back on a long st…