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Decoding the Customer

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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...

Duration: 00:31:25

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...

Duration: 00:42:30

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.

Duration: 00:29:58