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Decoding the Customer

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When a voice is the face of customer experience: interview with Marianthi Dickie – E07 - Decoding the Customer

In today’s world, so many of our consumer interactions happen remotely. As banking, retail and other experiences have moved into the digital realm, their support functions have gradually transitioned out of the physical store or branch, and into the contact center. These changes mean that verbal interactions are playing a more important role in shaping consumer’s relationships with brands, and so we need to understand how verbal interactions influence the customer journey. When you...


Solving 99 customer problems: interview with Multichoice SA – E06 - Decoding the Customer

This episode of Decoding the Customer explores how Multichoice, Africa’s largest satellite TV provider, ignited CX transformation. It started when their CX team brought in several angry customers to give the executives a reality check, and then culminated with a campaign to rally the entire organization around 99 customer journey problems that just needed to be fixed. In our interview, Clint Payne and Landile Chauke, from the Multichoice CX team share insights from their efforts to engage...


The role of compassion in customer experience: interview with Laura Jack – E05 - Decoding the Customer

Laura Jack is a counselor, coach and author of the bestselling book, The Compassion Code. Laura is also a close friend, and during a recent visit to the US, we were catching up about life and our jobs. Laura was telling me about her work helping people understand and relate kindly to others, when we realized that our careers had an interesting and unexpected common vein. A few weeks later we recorded an interview via Skype. Understanding the perspectives of other and making decisions...


Executive champion for the customer mandate: interview with Michelle Beetar, Chief Customer Officer at Cell C - Decoding the Customer

In 2016, the South African telecommunication firm, Cell C, hired Michelle Beetar as their first Chief Customer Officer. A year into her new role, I had an opportunity to speak with Michelle about her experience, progress to-date, what she's learned, and her tips for others stepping into senior CX leadership roles. Michelle has been striking the balance between driving incremental improvements to the journey, and rallying the entire organization around a unified CX strategic vision. She...


CX excellence in action: Interview with Airbnb’s Desirree Madison-Biggs – E03 - Decoding the Customer

Airbnb is one of my favorite examples of customer-centric disruption. They've gotten it right, and the proof is in the pudding. Airbnb has doubled in size every year since 2014, and taken the travel industry by storm - all without owning a single property. What is their secret to success? In August 2017, I had the opportunity to speak with Desirree Madison-Biggs, their head of CX Design and Improvement Programs. In addition to recording an interview, Desirree also gave me a tour of their...


Innovation, disruption and staying relevant in the Age of the Customer: interview with Roger Norton – E02 - Decoding the Customer

In August 2017, I had the opportunity to speak with Roger Norton about fintech disruption and the future of the financial services sector. Roger is the CEO of Playlogix, co-founder of the Lead Iterator, and author of the book: Start Here: A quick guide to building tech startups. He's passionate about technology, and its potential to change Africa. He focuses on startups as a vehicle for innovation and has built over 40 tech products in 4 years at Playlogix. Roger has also collaborated with...


Driving patient-centric change: insights from Mediclinic SA – E01 - Decoding the Customer

Kevin Seaman, Patient Experience Manager at Mediclinic South Africa, shares the catalysts for their patient-centric change journey, what it takes to engage ~17,000 employees, and his tips for success.


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