19 episodes

Each episode, we meet people who's job it is to make great Customer Experience happen. Join us for insights into how you can improve your customer experience, and keep the customers you have.

Pat Perdue's Customer Experience Podcast Pat Perdue

    • Management
    • 5.0, 2 Ratings

Each episode, we meet people who's job it is to make great Customer Experience happen. Join us for insights into how you can improve your customer experience, and keep the customers you have.

    Ann-Marie Clendenin: How COVID-19 is Transforming Customer Experience in Retail

    Ann-Marie Clendenin: How COVID-19 is Transforming Customer Experience in Retail

    SHOW NOTES







    About Today's Episode

    What would it take for you to go to a brick and mortar, say clothing store.  Would you browse through the clothes on the hangars?  Would you try stuff on?  Stuff that other people might have tried on?  And what would THAT be like?  In a small change room that someone else had just left?  Being all breath-y and everything?   While a year ago you may not have given it a thought, today, it might set off all kinds of alarm bells for you.  What we look for in a retail experience is fully, and perhaps forever, transformed.  These are historic times.

    In Today's Episode We Discuss:



    * What brands need to do TODAY to stay competitive in the new post COVID-19 economy.

    * What does the future of retailing look like?

    * The key approach that's allowing retailers to deepen their relationship with their customers.



    Today's Guest

    Ann-Marie Clendenin is a top leader of some of N. America’s most iconic brands, with a solid track record for driving massive retail growth globally through traditional expansion, as well as Omni channel (which basically means connecting meaningfully with your customers on every channel possible – brick and mortar, online, social, heck – graffiti on the side of a wall if that’s how your customers want to communicate).  Ann-Marie’s career spans 30 years, and if anyone is poised to think retail, outside of the box, it’s our guest today.

    Ann-Marie's leadership extends to The Limited, Ann Taylor, Aeropostale and most recently, holding executive roles as Global Head of Retail and eCommerce Operations for Kate Spade and President US Retail for Aritzia.

    At Kate Spade, Ann-Marie drove physical store expansion, tripling the business from 68 stores to 225 stores in North America and from 445 to 680 stores internationally, while scaling volume from $300M  to $2.1B.

    With responsibility for 3 brands and 6 channels in Kate Spade, Jack Spade and Kate Spade Saturday, she Architected and drove a 13 pronged Omni Channel Solution with more than $350M in sales.

    Ann-Marie is also an expert on "clientelling" – which is kind of like how it sounds.  Rather than subjecting your “customer” to individual transactions, clientelling is about creating retail clients, which means a much more profound relationship than the individual, and often forgettable, transaction at the cash register, and the result is lifelong brand relationships and phenomenal, individualized customer experiences.  You can just imagine that this is a disruptive force in traditional retail.  So who better to re-envision and disrupt retail today than someone who’s been doing it for 30 years.

    For Further Listening on the Importance of Brand Reputation

    Click here to listen to my interview with Stephen Hahn-Griffiths from The Reputation Institute on the importance of safeguarding the Brand Reputation.



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    • 44 min
    Boost AI, and how AI is helping Norway's SR Bank Maintain their Customer Promise During Covid-19

    Boost AI, and how AI is helping Norway's SR Bank Maintain their Customer Promise During Covid-19

    SHOW NOTES









    Today we have two guests: Henry Iversen, Chief Commercial Officer and Co-Founder of Boost.ai (one of Norway's leading Natural Language Processing AI companies, and Ramtin Matin, Lead Technological Strategist at SpareBank 1 SR-Bank, one of Norway's oldest, and most respected, financial institutions. Specifically in today's episode we cover:







    The crucial role Boost.ai has had in helping SR Bank stay in contact with their customers, with zero wait time, even during the COVID-19 pandemic (when other companies force their customers to wait hours to speak with a customer service representative







    * The difference stages of Artificial Intelligence, and how understanding this can guide your organization today, and in the future.* The pretty surprising ease with which the Boost.AI solution can be deployed (Hint: It's way easier, and way less expensive, than you might think)* We also get to learn how nice Norwegians are! (in case you didn't already know that)







    About Our Guests







    Henry Vaage Iversen







    Henry Vaage Iversen is a Co-Founder and the Chief Commercial Officer at boost.ai, a Norwegian-based software company specializing in AI-powered customer interactions. Boost.ai is the inventor of the world’s most complete software for building, implementing and operating virtual agents powered by conversational AI technology. Henry was instrumental in establishing key relationships with the company’s early clients, helping to cement boost.ai as a major player in the Nordics. Today, Henry continues to flex his business acumen, fostering existing relationships while expanding boost.ai’s vision for conversational AI into new markets. When not at home in COVID-19 isolation, Henry is based in the company’s US office in Los Angeles where he leads boost.ai’s global sales team.







    Henry holds a Master’s Degree in strategy and management from the University of Stavanger.







    Ramtin Matin







    Ramtin is Lead Technological Strategist at SR Bank, and is an authority on implementing technology that helps drive efficiency while maintaining the company vision.







    With more than 13 years of professional experience Ramtin’s main area of expertise is within the intersection of technology, strategy and business development. He has a broad industry background from more than 10 years of consulting ranging from industries such as banking, insurance, telco, public, utility and transportation.







    He is a seasoned professional and thought leader on topics such as digital transformation, technology, strategy and in general how to use technology as an enabler for driving change, both internally and externally.







    Leave us a review on iTunes







    I really appreciate all the support I've been receiving on this podcast! Thank you! If you want to leave a rating and review on iTunes, that's always helpful for people to find the podcast.







    Click here to leave a rating / review on iTunes







    Contact Pat Perdue on Twitter

    • 35 min
    Raymond Reddy – Co-founder and CEO of Ritual, on how Adding Digital to Your Business Makes the Human to Human Experience Better

    Raymond Reddy – Co-founder and CEO of Ritual, on how Adding Digital to Your Business Makes the Human to Human Experience Better

    SHOW NOTES







    Today's guest is Raymond Reddy, co-founder and CEO of the highly successful Ritual - which enables social ordering from restaurants in major cities across North America, The UK, and Australia. In this wide-ranging conversation, we talk about:





    a) How digital in traditionally non-digital industries, like food pick-up and delivery, can have a transformative effect on the overall customer experience.





    b) How digital ordering is transforming the fundamental design of the restaurant, and how Ritual helps their restaurant partners create space that maximizes flow, prevents line-ups, and improves the in-store customer experience.





    c) How specific, customer-by-customer, and order-by-order data, can help restaurants survive in hyper-competitive markets, and how working with Ritual can help them.





    d) Much, much more...





    About Our Guest, Raymond Reddy





    Raymond Reddy is the co-founder and CEO of Ritual.  Prior to Ritual, Ray co-founded the mobile commerce company PushLife. In 2011, Google purchased PushLife and Ray joined the Google team, leading mobile product management for shopping and commerce. Ray soon recognized the potential of better leveraging a social application to unlock mobile commerce and thus, Ritual was born.





    Click here to visit Ritual





    Leave us a review on iTunes





    I really appreciate all the support I've been receiving on this podcast! Thank you! If you want to leave a rating and review on iTunes, that's always helpful for people to find the podcast.





    Click here to leave a rating / review on iTunes





    Contact Pat Perdue on Twitter





    I always love hearing from folks on Twitter. Click here to send me a Tweet:





    @PatPerdue





    Thank you for listening.

    • 42 min
    Ash Anil: How Technical Safety BC Focuses on Customer Experience and Why it Pays Off

    Ash Anil: How Technical Safety BC Focuses on Customer Experience and Why it Pays Off

    SHOW NOTES







    Today's guest, Ash Anil, is Business Leader at Technical Safety BC.. Why is a government organization on a podcast talking about Customer Experience? Turns out focusing on Customer Experience is also good government. Specifically we learn:





    a) How focusing on Customer Experience can literally save lives.





    b) How Technical Safety B.C. dramatically increased customer satisfaction scores through digitization of common forms and documentation required for compliance.





    c) How Technical Safety B.C. continues to innovate for all of its customers in spite of the wide range of technical adoption (some don't have email, for example).





    d) How Technical Safety BC maintains a spirit of innovation that is radically focused on adding customer value.





    e) Much, much more....





    About our Guest, Ash Anil





    Ashutosh Anil has been an innovation leader in the customer experience, product & service industry for almost 2 decades, supporting global organizations such as Best Buy, ADP Canada, Rogers Communications, 3 Telecom UK, Fido Solutions, as well as Canadian SaaS startups like Money On the Go (AKA MOGO) and Rise People. 





    As a precise and creative strategic planner, Ash connects

    culture, people, and customer centricity to build diverse teams who

    passionately and aggressively pursue best-in-class CX. In his current role as

    Business Leader at Technical Safety BC, Ash religiously applies customer

    centricity to the cause of public participation in safety, inspiring employees

    to put CX first in an industry where the concept of “Outside In” value creation

    can sometime gets lost.





    New Theme Music! Ooo Yeah!





    I have a fancy new intro! Thank you to Justin Dove at Core Image Studio for making the podcast sound grown up!





    To reach Justin for your own fancy intro, check out Core Image Studio.





    Leave us a review on iTunes





    I really appreciate all the support I've been receiving on this podcast! Thank you! If you want to leave a rating and review on iTunes, that's always helpful for people to find the podcast.





    Click here to leave a rating / review on iTunes





    Contact Pat Perdue on Twitter





    I always love hearing from folks on Twitter. Click here to send me a Tweet:





    @PatPerdue





    Thank you for listening.

    • 31 min
    Bruce Simpson, co-founder of SwitchGear Consulting and Trusted Co-pilot for Large-scale Change: The Adoption / Innovation Paradox and How to Avoid It

    Bruce Simpson, co-founder of SwitchGear Consulting and Trusted Co-pilot for Large-scale Change: The Adoption / Innovation Paradox and How to Avoid It

    SHOW NOTES







    One of the big challenges in Customer Experience is managing all of the changing initiatives that are simply a way of life among competitive companies today. 





    There is huge pressure at all levels of just about every organization to innovate.  Do something new. The pressure to constantly innovate has become business as usual. 





    With every department on the hook to be innovative, they end up tripping over each other and negatively impact the customer experience in unforeseen ways.  





    Our Guest, Bruce Simpson











    Our guest today, Bruce Simpson, knows a lot about helping companies manage the change that comes from a culture of constant innovation.  As partner and co-founder of SwitchGear Consulting, Bruce has spent the past 15 years as a trusted co-pilot for BIG change, helping leaders who are not only trying to change culture and elevate performance but have realized they need a make-over on how they work and even how their people think.





    In This Episode We Discuss:





    a) How to recognize when our organizations focus too heavily on innovation at the expense of creating lasting change.





    b) How leaders at every level of the organization can get their teams "unstuck," and begin to actually move the company forward and help it to genuinely evolve.





    c)  What are the crucial tasks senior leaders must do to reduce "adoption paralysis" and ensure their company truly remains innovating and customer-focused





    d)  Lots lots more....





    About our Guest - Bruce Simpson





    Since helping build his first Call Centre in 1989, Bruce Simpson has been living inside Sales + Service Teams for 30 years. Bruce’s first 10,000 hours came as an in-house Operator in Healthcare and Telcom (during the big disruption of long-distance competition). His second 10,000 hours came as the COO and Co-Founder of a 3rdParty Outsourcer (NDR / ClientLogic / Sitel) executing the Customer Experience on behalf of other companies. For the last past 15 years Bruce has become a trusted co-pilot for BIG change, helping leaders who are not only trying to change culture and elevate performance but have realized they need a make-over on how they work and even how their people think.





    Contact Information for Bruce Simpson and SwitchGear





    Click here for SwitchGear





    Click here to reach Bruce on LinkedIn





    Leave us a review on iTunes





    I really appreciate all the support I've been receiving on this podcast! Thank you! If you want to leave a rating and review on iTunes, that's always helpful for people to find the podcast.





    Click here to leave a rating / review on iTunes





    Click here to reach Pat Perdue at on Twitter:





    @Patperdue

    • 30 min
    Gary Edwards from Golfdale Consulting: When the DATA shows that doing LESS Customer Service provides a BETTER overall Customer Experience.

    Gary Edwards from Golfdale Consulting: When the DATA shows that doing LESS Customer Service provides a BETTER overall Customer Experience.

    SHOW NOTES





    What happens when a data whiz teams up with a policy and communications guru?  Turns out it’s a very happy marriage – both literally and figuratively in a customer experience and business sense.  My guest today, Gary Edwards, is ½ of Golfdale Consulting.  Here’s why I wanted you to meet Golfdale, and Gary.

    In This Episode We Discuss:

    a) How you may be doing too much customer service

    b) How being inspired by a high profile keynote speaker talking about over-the-top customer service might be the worst thing to happen to your Customer Experience initiative

    c)  How public policy can have unintended consequences, negatively impacting your ability to deliver great CX to all of your customers, and what you can do about it.

    d) How understanding the distinction between "service" and "hospitality" can mean the difference between getting customer experience right, and driving your customers to the competition.

    e)  Lots lots more....

    About our Guest - Gary Edwards of Golfdale Consulting

    Gary Edwards has over two decades of experience in executive leadership roles. Gary currently is a Principal with Golfdale Consulting which he founded with his partner Hande Bilhan, on a mission to help companies improve their analytics strategy, positioning and advocacy.

    Previously Gary was instrumental in the 10 year growth and sale of Empathica, a pioneering Customer Experience Management software company serving global Fortune 1000 companies.  Prior to Empathica, Gary served as the Country Manager and SVP of Gallup Canada.

    Also…Gary is ½ of the consulting firm, Golfdale Consulting.  The other half is his partner, both in business and in life, Hande Bilhan.  Golfdale combines Customer Experience, data, and very savvy messaging and public policy influence.  So when organizations want to get a sense of the impact government regulations can have on customer experience, they call Golfdale.

    Contact Information for Golfdale Consulting

    Click here for Golfdale Consulting

    Contact Information for Gary Edwards

    Click here to reach Gary on LinkedIn

    Click here to reach Gary on Twitter

    Contact Information for Hande Bilhan

    Click here to reach Hande Bilhan on LinkedIn

    Click here to reach Hande Bilhan on Twitter

    Pat on Twitter here:

    @Patperdue

     

    • 40 min

Customer Reviews

5.0 out of 5
2 Ratings

2 Ratings

Andrew Kroeger ,

A great window into CX

At the beginning of each show, Pat does a great idea settign the stage for the interview. He gives context to the conversation, unlinke many shows that just start with the interview. The interviews are so interesting that I often want to buy the brand's product or service, just so I can expereince their CX. The show is off to a great start, I can't wait to see it grow.

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