What are your biggest concerns in the workplace?
Tech that doesn’t address end to end issues from a customer’s perspective. A lack of core capabilities to deliver cross business customer experience at all levels in the business - it’s not just about the technology but the need to get everyone aligned, onto the same page.
Unfortunately, technology often exposes these problems and gets blamed for it. Finally, vendor noise can make it hard to really hear what's truly right for your organisation.
What are some of the lessons you’ve learned on the industry throughout your career?
Organisations with strong values and authentic principles seem to do well; think of traditional, centuries old, customer-centric organisations such as the John Lewis Partnership, M&S, and the RNLI. As well as this, organisations need to be able to pilot and test quickly and learn what works and what doesn’t – networking, sharing and discussion can really help with this.
Which industry figures inspire you and why?
James Dyson – he always looks to tackle end to end issues.
Jeanne Bliss (author) – really the only voice in the industry that focuses on building core capabilities to deliver customer experience.