Richard Foster Fletcher discusses #CustomerExperience and #PartnerExperience with me. We explore culture, recruitment, training, leadership and technology. We identify potential stumbling blocks and how the new kids on the block represent a real existential threat to the old guard software and technology giants.
We kick off with the big question, which is how do we use technologies like #businessintelligence, #machinelearning and #artificialintelligence to help us ask better questions. If you want better answers, ask better questions. New technologies allow us to identify patterns and use them to ask better questions
Did you know that #Mercedes are doubling their income per customer by having customers subscribe to their cars? Why is China such a huge threat and what do we need to learn to adapt or die? How do you create a frictionless experience for the end customer whether you are selling direct or with partners? Why has IT missed the opportunity to attain their place in the C-suite and what opportunity do CX, PX, AI and ML leave for marketing? Which jobs are likely to be the road to CEO in future? Why are the old guard leadership routes destined to be superseded by these new roles which didn’t exist even 5 years ago?
We discuss the importance of niching to power growth. We investigate how shifts in the approach to their channel that might backfire on companies like Dyson. We explore how channels are evolving and some fo the opportunities and threats posed by addressing or mismanaging partner experience.
A lively and interesting discussion full of insights and challenging questions
Richard is a digital optimist with particular interest in Data Enrichment, Artificial Intelligence and BlockchainStrategies. Latterly, he’s been responsible for #CustomerExperience #CX in #EnterpriseSales accounts for #Oracle. He’s a highly sought out public speaker and hosts #DigitalDinners for C-suite executives to discuss trends, opportunities and threats posed by the fast changing digital landscape.
Richard recommends you read:
For big ideas: Safi Bahcall, Loonshots.
For personal journey: Ryan Holiday, The Obstacle is the way.
For AI: Max Tegmark, Life 3.0.
I suggest you read Hello World by Hannah Fry and listen to my podcast with #AmyWoodall called How to Explode Your Profits
How To Get Better Answers: Ask Better Questions
