Why successful innovation begins and ends with customers

Ready to level up your investment experience?   This episode of Tech People dives into the world of investor CX with Nathan Zahm, Head of CX Alpha at Vanguard. I chatted with Nathan about Vanguard's commitment to empowering individuals on their financial journeys.  Tune into learn about the driving force behind Vanguard's CX focus, how to overcome challenges and seize opportunities in investor experience and to get a glimpse into the future of investor experience at Vanguard! Optimise your investment journey and gain valuable insights from a CX leader at the forefront of the financial industry!

Ever wonder why some brands leave you feeling happy and eager to return, while others leave you frustrated and wanting to jump ship? The answer lies in emotions! In this episode we welcome ⁠Doug Roerden⁠, Head of Experience Design at ⁠FM Global⁠, to explore the powerful link between emotional wellbeing and customer experience. We discuss how businesses can tap into the power of positive emotions and the role of employee wellbeing. Can prioritising emotional wellbeing be a sustainable competitive advantage?

Feeling burned out? You're not alone. In this episode of Tech People, we speak about the critical topic of mental health in the workplace with Dr Grant H Brenner, a psychiatrist, psychotherapist, and mental health expert. Dr. Brenner unpacks the causes of burnout, explores solutions for individuals, and offers guidance for companies looking to create a more supportive work environment. This episode is a must-listen for anyone in tech feeling the strain or for managers looking to boost employee wellbeing.

Struggling to build a diverse and inclusive team in the tech industry? Ken Coyne, host of Tech People, speaks about the ongoing challenge with Kesi Johnson, a passionate advocate for gender equality. Johnson, founder of Parity, a powerful network for women and non-binary leaders, investigates both progress made and persistent challenges in tech. Tune in for actionable strategies and inspiring stories that will help you create a more equitable workplace.

This episode of Tech People dives into the world of AI-powered conversational assistants in the contact centre industry. Ken Coyne chats with Thomas Rocharz, Director of Contact Centers at Cape Air.  Join the conversation to learn how Cape Air leverages cutting-edge AI to streamline customer interactions, resolve inquiries efficiently, and ultimately, enhance the overall passenger experience. From faster response times to personalised recommendations, discover how AI is revolutionising customer service at Cape Air.

Struggling with low customer loyalty and a stagnant NPS? This episode of Tech People is your key to unlocking explosive growth! Join us as we chat with CX expert Zanna Van Der Aa. She'll reveal the FASTEST ways to skyrocket your NPS, expose common pitfalls businesses make (and how to avoid them!), and share practical strategies to turn passive customers into fans. Learn how to leverage data, empower your employees, and use NPS to drive continuous improvement. Ready to transform your customer experience and see your NPS soar? Press play and get ready to take notes!

What's the future of the Business Process Outsourcing industry? This episode of Tech People will shift your perspective on BPO! Let's welcome Henry Svendblad, the CTO of Company Nurse powered by Lintelo. Learn about his journey from traditional to subscription-based outsourcing. Explore the challenges, inspirations, and digital solutions driving this revolutionary change.

Let's take a different approach! What's the connection between football and CX? This week's guest will tell us all about it!  Meet Greg Uglioni, also known as the CX goalkeeper! Discover the strategies behind fostering fanatical customer loyalty and cultivating a winning team culture. Get ready for a game-changing episode that merges the world of sports with business insights!

Ready to discover the future of marketing? This week it's time for AI marketing!  Meet Kevin Neary, an expert with a proven track record of balancing cutting-edge technology to drive business success. Explore the revolutionary impact of AI on customer engagement, from hyper-personalisation to predictive analytics and beyond. Don't miss out - listen and learn all about AI-driven marketing!

Join me in this week's episode of Tech People with Brian Lawlor, Group Chief Commercial Officer at B4B Payments – A Banking Circle Group company.  With over 20 years of industry expertise, Brian unravels the challenges and trends in B2B payments. Understand the transformative power of seamless cross-border transactions and the shift towards digital solutions. From the decline of traditional banking to the rise of virtual cards, Brian shares insights about the B2B space.  Listen to strategic advice for businesses considering B2B Payments and look into the future of AI in the payments industry. Don't miss it!