Pat Perdue's Customer Experience Podcast

In this episode we sit down with two of Canada’s leading entrepreneurs in the spa industry and take a close look a how each of them responded to the COVID-19 lockdowns, discovered new ways to innovate, and emerge from the worst of the pandemic lockdowns ultimately stronger than they were pre-lockdown. Today’s Guests: Celine Tadrissi,...

Few would argue that the luxury spa industry requires among the highest standards of guest experience in the world, in which every detail is (or should be) designed not just to please you, or relax you, but to transform you into your better self.  Our guest today, Jean-Guy de Gabriac, is one of the world’s...

Super glad to be back with you!  I took some time away from the podcast during this pandemic. And now that I’m back and this is going to be a GREAT show for you! Now that COVID is becoming part of our history, things are OPENING UP!  We have the pandemic on the run!  People...

SHOW NOTES Traditional retail has been on a slow, but steady decline for probably the last decade.  So much so that retailers were getting super creative to find a way to bring you into the store.  In-store mini concerts, dining options like great coffee shops or pop-up kitchens, were becoming a trend in some of the higher-end stores.  And then – you guessed it – COVID-19 hit and the way we used to shop is pretty much history.So, since you probably can’t go to that favourite store of yours, or maybe these days you’re less inclined to, what if there was a way to somehow bring that in-store magic to you, in the comfort of your home?Today's guest, Oscar Sachs, is the CEO and co-founder of Salesfloor.  Salesfloor empowers store associates to provide the personalized service customers love by connecting store associates to shoppers both in-store, and online.  Think Facetiming with your favourite sales associate right there in the store.  Salesfloor has over 45,000 associates from lea

Starbright Floral Designs is one of New York City's most beloved, and most successful, florists. I sit down with founder and Senior Partner Nic Faitos to learn how they do it.

SHOW NOTES About Today's Episode What would it take for you to go to a brick and mortar, say clothing store.  Would you browse through the clothes on the hangars?  Would you try stuff on?  Stuff that other people might have tried on?  And what would THAT be like?  In a small change room that someone else had just left?  Being all breath-y and everything?   While a year ago you may not have given it a thought, today, it might set off all kinds of alarm bells for you.  What we look for in a retail experience is fully, and perhaps forever, transformed.  These are historic times. In Today's Episode We Discuss: What brands need to do TODAY to stay competitive in the new post COVID-19 economy. What does the future of retailing look like? The key approach that's allowing retailers to deepen their relationship with their customers. Today's Guest Ann-Marie Clendenin is a top leader of some of N. America’s most iconic brands, with a solid track record for driving massive retail growth

SHOW NOTES Today we have two guests: Henry Iversen, Chief Commercial Officer and Co-Founder of Boost.ai (one of Norway's leading Natural Language Processing AI companies, and Ramtin Matin, Lead Technological Strategist at SpareBank 1 SR-Bank, one of Norway's oldest, and most respected, financial institutions. Specifically in today's episode we cover: The crucial role Boost.ai has had in helping SR Bank stay in contact with their customers, with zero wait time, even during the COVID-19 pandemic (when other companies force their customers to wait hours to speak with a customer service representative The difference stages of Artificial Intelligence, and how understanding this can guide your organization today, and in the future.The pretty surprising ease with which the Boost.AI solution can be deployed (Hint: It's way easier, and way less expensive, than you might think)We also get to learn how nice Norwegians are! (in case you didn't already know that) About Our Guests

SHOW NOTES Today's guest is Raymond Reddy, co-founder and CEO of the highly successful Ritual - which enables social ordering from restaurants in major cities across North America, The UK, and Australia. In this wide-ranging conversation, we talk about: a) How digital in traditionally non-digital industries, like food pick-up and delivery, can have a transformative effect on the overall customer experience. b) How digital ordering is transforming the fundamental design of the restaurant, and how Ritual helps their restaurant partners create space that maximizes flow, prevents line-ups, and improves the in-store customer experience. c) How specific, customer-by-customer, and order-by-order data, can help restaurants survive in hyper-competitive markets, and how working with Ritual can help them. d) Much, much more... About Our Guest, Raymond Reddy Raymond Reddy is the co-founder and CEO of Ritual.  Prior to Ritual, Ray co-founded the mobile commerce company PushLife.

SHOW NOTES Today's guest, Ash Anil, is Business Leader at Technical Safety BC.. Why is a government organization on a podcast talking about Customer Experience? Turns out focusing on Customer Experience is also good government. Specifically we learn: a) How focusing on Customer Experience can literally save lives. b) How Technical Safety B.C. dramatically increased customer satisfaction scores through digitization of common forms and documentation required for compliance. c) How Technical Safety B.C. continues to innovate for all of its customers in spite of the wide range of technical adoption (some don't have email, for example). d) How Technical Safety BC maintains a spirit of innovation that is radically focused on adding customer value. e) Much, much more.... About our Guest, Ash Anil Ashutosh Anil has been an innovation leader in the customer experience, product & service industry for almost 2 decades, supporting global organizations such as Best Buy, ADP

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 performance but have realized they need a make-over on how they work and even how their people think. In This Episode We Di