In this final instalment of the CEO Playbook series, I explore the final set of powerful lessons that shaped my journey as CEO of Ethical Maintenance. In this episode, I discuss the importance of embracing unexpected changes, finding peace at your own pace, and understanding that professional growth often means leaving behind those who don't align …

Perseverance, Pivots, and Personal Growth - The CEO Playbook (Part 2) In this second part of the CEO Playbook series, I dive deeper into the realities of leadership. From understanding that pivoting is perfectly okay, to managing self-doubt, and even resisting the temptation to quit, I share candid lessons from my first year as CEO of Ethical Maint…

In this episode of the Leaders Lounge, I dive into the first part of my CEO playbook - a series of practical tips and insights that I’ve gathered from my first year leading Ethical Maintenance. As someone who’s passionate about customer experience, stepping into the property maintenance management world was a significant shift. I share my journey, …

Embark on a transformative exploration of the customer experience cosmos with the formidable Cathrine Jooste, President of Global Business Processing Outsourcing at CGS. From the rich tapestry of her personal evolution, leaving behind the consulting battlefield to command the global contact centre fleet, Cathrine divulges the intimate camaraderie a…

Prepare to be captivated by Claas van Delden, Chief Growth Officer at Yoummday, as he unveils the transformative world of freelance models in the customer experience sector. Our conversation with Claas is more than just an interview; it's a treasure trove of insights on how flexible work opportunities are not just a perk but a revolution for agents…

Discover the unexpected allure of contact centres as Julia Morgan from Manpower joins our conversation, bringing a fresh perspective in a field ripe with potential but often cloaked in myth. With her in-depth knowledge of technology recruitment, Julia peels back the layers of misunderstanding surrounding the industry. We confront the issue of high …

Unlock the secrets to asserting your consumer rights with the ever-vigilant Helen Dewdney, the acclaimed 'Complaining Cow' who's made a career out of championing customer issues. In an eye-opening conversation, we navigate the rough seas of customer service, with Helen providing a compass for those lost in chatbot loops. She artfully exposes the ta…

Discover the future of customer service with Guillaume Langle, the visionary CEO at the helm of Konecta's UK and South Africa operations, as he unveils his journey from the automotive industry to leading a revolution in customer experience technology. His deep dive into the symbiosis of Generative AI and human intuition paints a picture of an indus…

Embark on a journey through the labyrinth of customer service innovation with Patrick Elliot, the astute UK CEO of Global BPO Business HGS. As we unravel Patrick's storied career—spanning consumer electronics, the pioneering days at Orange, and the strategic chessboard of management consulting—you'll gain a front-row seat to the philosophy that pro…

Unlock the transformative potential of your business's culture with the expert guidance of Steve Bent from Gallagher Culture Change Consulting. Throughout our engaging conversation, we examine the art of codifying a company's culture to replicate success across expanding or new locations. Steve offers a deep dive into the methods of assessing organ…

Discover the intricate dance of transitioning from an in-house contact centre to the vibrant ecosystem of outsourced contact centres with Ray Biggs, the savvy COO of Ventrica. Ray's journey uncovers the pace and challenges of adjusting to a BPO environment, where the demands of diverse clients must be juggled with precision. Our conversation traver…

Unlock the secrets to elevating your e-commerce customer service with our latest guest, Bogdan Maksak, the dynamic co-founder, CEO, and CTO of Digital Genius. As we delve into the AI revolution in e-commerce, Bogdan reveals how their cutting-edge platform is not just responding to customer enquiries but predicting and resolving them even before the…

Ever wondered how a fresh face navigates the labyrinth of the contact centre industry? Sophia's story will captivate you as she reveals how her passion, ignited by her father's career, led her to the buzzing world of customer service and outsourcing. Joining her is the sagacious Sadiq Mohammed, who brings decades of experience and a wealth of knowl…

Welcome to the latest episode of CX Diaries, where we delve into the intriguing world of customer experience (CX) in financial services. Our guest today is Wasim Mushtaq, a seasoned CX professional in the banking sector who will enlighten us about the evolving landscape, unique challenges, and the need for transparency in this highly regulated indu…

Ever wonder what it takes to transition from an in-house Contact Centre to the exhilarating world of BPOs? Meet Jo Garland, a seasoned industry maestro with a wealth of 20 years in the customer experience realm, and get a glimpse into her thrilling journey from in-house Contact Centres to Concentrix+Webhelp in the BPO sector. Unlock the key differe…

Get ready to enter the fast-paced world of e-commerce retail with our guest, Daryl Wilkes, Director of Customer Care at ASOS. His hands-on experience with leading customer service transformation programmes across multiple industries gives him a unique perspective on how to navigate the ever-changing digital landscape. As he takes us through the cus…

Fasten your seat belts as we embark on a fascinating journey through the world of CX with our distinguished guest, Vinay Parmar, a Chief Customer Officer who boasts over 30 years of leadership experience in this field. As we navigate the twists and turns of his illustrious career, we'll delve into the challenging and rewarding aspects of delivering…

Are you ready to uncover the secrets behind the rising popularity of African outsourcing? This week, we venture into a riveting conversation with Martin Roe, Group CEO of CCI Global, who brings 30 years of industry experience to the table. Martin shines a light on the unique advantages Africa has to offer in the customer service industry, honing in…

Welcome to a revolutionary episode where we've got the inside scoop on shaking up the broadband industry with Rob Wilson, the man at the helm of customer service at the UK's largest alt-net fibre broadband provider, Hyperoptic. We talk to Rob about high-speed fibre, impressive customer service, and an in-depth look into the inner workings of a comp…

Did you ever wonder about the unique challenges of managing Customer Experience at airports? Lian Rowlands, an industry insider and founder of TAYMA Solutions, takes the hot seat to unpack this complexity and more. We explore the fascinating world of the airline customer, the critical role of recovery processes, and the necessity for lightning-fast…

Imagine leading a thriving business where employee satisfaction links directly to customer happiness. Our guest, Iain Banks, CEO of Ventrica, shares his unique vision and leadership journey, showing us how to create a positive work environment that benefits all. He divulges Ventrica's approach to the digital customer experience and the importance o…

Meet our guest, Dave Vernon, an award-winning guru in contact centre planning and workforce management. With two decades of industry experience under his belt, Dave takes us on a riveting journey through the world of workforce planning. He unravels the layers of the industry, starting with the importance of an efficient workforce in business operat…

“Thoughtful application of technology” Thérèse tells us about her most recent role at Manchester Airport to improve the passenger experience, how thoughtful application of technology is the real prize, about how it is applied not what you buy, putting yourself in your customer's shoes, and avoiding Magpie behaviour. We hear about Thérèse’s roles th…

“Culture is the worst behaviour you are willing to tolerate” In our latest podcast for the CX Diaries, we sit down with Lucie Child who tells us about her wide-ranging role in shaping the Customer Strategy at The Very Group. Challenges include Recruitment, Employee Value Proposition, her work in leading Wellbeing for the people, and how AI may shap…

“No one wants to be stuck in a loop of death with a Bot” Chandni talks to us about her experience of working with rapid growth businesses in E-Commerce and retail, and managing large offshore teams both in house, outsource, onshore and offshore. She also talks about innovations in technology and leading a community and member based CX operation. We…

As I record this episode on 22 May 2023 - Dave D’Arcy who is well known in the employee engagement & leadership world is launching his own business. We discuss the aspects of leadership beyond Net Promoter Scores, Trust Pilot or Google reviews! With his experience in the Corporate World, Dave is bringing Leadership Skills and Fun at work, putting y…

Monday, 24th April marked the 5th anniversary of Rutz Consulting limited! Yeah - We made it to 5 years in business! We registered our limited company 5 years ago! In this episode we look at some of the reasons why 20% of businesses fail in their first year and 60% of businesses go bust in the first 3 years of trading! What are the pitfalls to avoid…

Today's podcast is of a rather personal nature! This is for two reasons: You might be a new listener to the operational excellence show and wondering who I am, where I came from and what we do at Rutz consulting Over the past 6/7 months I have been doing some deep work for myself and for the business - today I’m sharing this with you. Join me as I …

In today's bonus episode of the foundation series "Customer Service Delivery Made Easy" I’m talking you through how you can become a better leader in 9 simple steps! Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsultin…

Today it’s all about cash! Show me the money in your customer service delivery! Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com Website: https://rutzconsulting…

Today's teaching is well and truly focused around your customers! And remember - we are customers of each other! We are not designed to operate in silos! Resources: We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE… Links: Contact us at info@rutzconsulting.com or ema…

Today we are discussing the importance of recording why you and your team are doing what your doing! Most of our clients struggle to produce an operational manual or ensure they have systems in place that allow the business to run, even if some key stakeholders are not available! Resources: We have created an amazing downloadable workbook for you -…

Today is the first instalment of our foundational series "Customer Service Delivery Made Easy" Over the next four episodes I will be looking at some of the basics & will be sharing insights, tips & tricks to help set up your Customer Service Delivery for success. In this episode I’m going to lay out a powerful 3 step approach to ensure your People …

Becoming and remaining an Employer of choice - that’s a tough order nowadays! I’m discussing this topic with Wendy Sellers, the HR Lady, who boldly claims… Your People are My Business! Topics such as Retention, the importance or nuisance of employee surveys, the silent resignation and so many more hot potatoes in the HR world are discussed and asse…

My Guest today is Marybeth Gregg, the Founder and President of The International Centre for Women’s Leadership and Author of Bestseller “How to soar with a broken Wing”. International consultant, coach, author, entrepreneur, mother, great friend, fun seeker, and adventurer. Marybeth Gregg is the President and Founder of The International Center for…

“Service is where your brand hits the customer” For our latest CX podcast from the Customer Experience Foundation, Nicola talks to us about always pushing the boundaries and innovating throughout her career through some great companies, across the supply chain. We get Nicola’s take on what the cost of living crisis and impact of hybrid working and …

“For Phone Calls read Shoe Boxes” Chris gives us his view on how so many of the problems and opportunities of the last few years come down to organisational culture and mindset, the importance of strong leadership, and his answer to the “magic formula” We hear about the origins of his renowned and successful leadership style, and the approach he ta…

When was the last time you experienced excellent customer service? In this episode I discuss how customer experience is evolving, changing, the possible reasons behind this & whether or not it is for the better of the customer. In my research, I stumbled upon a Forbes article that was released in December 2022, discussing 10 Customer Service Predic…

We all have difficult times in service delivery! And guess what, delivering a service is inconvenient! But what when your vision is clouded, when you feel lost, a fraud, hurt, joyless or simply just had enough? In this episode we talk about perspective gained from looking back with a grateful heart. I share with you why applying the listening ear i…

My guest today is the co-founder of Tango! Not the Dance! Or a Dance Studio…. But an amazing tool to map out & write out processes in your organisation! In our Contact Centre Industry we live and breath processes and process improvements! We love it, I love it! Yet when it comes to documentation of said processes; the “How to” - then I often times …

Happy 2023 listeners! After the festive holidays & as everyone around the world starts to think of their new years resolutions it got me thinking about & the daily 15 minute fix to success. Today I revisit & recap on an earlier episode where I discussed how there should be ONE hack we must all do every single day! If there is one hack for success t…

In early December I held our very first boutique planning workshop - “Fix your Crown”! A completely different approach to Planning for Success in 2023! We looked at Our Financial Performance of 2021 and 2022 Deeply rooted, honest truth bombs about what we love and hate in our businesses What really matters to us - and it’s not the One Million Dolla…

There is a lot of noise around Diversity, Inclusion, Equality and Belonging out there! And rightly so! Yet - very often women are invited to change! To look at themselves and “fix themselves” - where in fact Harriet talks to us about the root cause of systemic bullying, abuse, career suppression etc. - She demonstrates how some of the issues are de…

Cesar Hassemann started his first business when he was just thirteen years old! - He built the small DJ Business up until at the age of 16 his friend and business partner got very ill - and died at the age of 18! Cesar made a lot of money in his home country Brasil. He arrived in Australia - wondering how on earth could be be successful over there!…

The connection between contact centre operations and a family-run Scottish Whisky Business is certainly not that obvious. However - My guest Karen Somerville shares how she had to change and pivot in her business pretty fast, as the world market place changed with Covid-19.She explains candidly how difficult it was at times, but she also shares her…

Nikki is a brand strategist and authentic messaging experts who work with brilliant leaders of leaders…. So people like me coaches, consultants, experts, service based business owners… who are hiding - sometimes in plain sight! Nikki had a high-flying career…. Until THAT very scary moment happened in her life at the age of 34! Countless 18 hours da…

This week Sarah Hunt spoke to Steve McSherry from Daktela UK & Ireland. Steve shares his vast amount of experience in the industry on a range of topics such as ‘pandemic recovery’ and what the key challenges are (including ‘people’, ‘technology’ and hybrid working), and his thoughts on how organisations can engage remote workers and reward performa…

Today I'm welcoming Paul McCarthy, CEO of Snapfix and yes, it's Snapfix not SnapChat, as you will hear me calling it! There is a story to this - which Paul will tell himself! Snapfix is one of the most amazing innovations I have recently seen in technology! There are industries notoriously failing from a maintenance perspective. I give you an examp…

Peak Season is approaching and with that can come stress, anticipation but also success. This year perhaps brings an extra and great pressure, as the world is dealing with high inflation costs, a war with no end in sight, staff shortages and increasing disruption of services. So how do we prepare? In this episode we delve in to what you can do to b…

Sales…. Arghh - for so many heart centred service providers, Sales is a hot potato topic! We - I include myself - don’t want to sell! We want to serve! Yet how can you truly serve if you don’t sell? My guest today is Kristin Zhivago, President of Zhivago Partners, a digital marketing agency. Krisitn knows her stuff, having spent decades as a revenu…