Pat Perdue's Customer Experience Podcast

Getting customer experience right – like really right so you don’t even know your experience has been entirely pre-thought out, planned, and rehearsed until it’s just right, is really difficult to do (If it was easy, more companies would be doing it).

This show looks at the companies, and individuals within those companies, who are getting customer experience right.  Not only do we celebrate the wins, but we go deep, get tactical, and uncover customer experience insights that you can apply to your company.  So give us a listen.  And if you like what you hear, subscribe. 

"What I love most about this show, and any interview I get to do on any of my shows, is the chance to let my guests feel free enough to brag for themselves. To say, 'Yeah, we actually rock the s*%$t out of that!'. That's when I know I'm delivering value - for them, and for my listeners."
Pat Perdue
Show Host, Producer

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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 performancebut 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 Simpsonhas been living inside Sales + Service Teams for 30 years. Bruce’s first 10,000 hours came as anin-house Operatorin 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) executingthe Customer Experience on behalf ofother 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 performancebut 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

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