CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones - Interview with Jack Springman

Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack Springman passed away on Sept 8th 2022. This podcast was recorded in the early part of August 2022 and in it Jack and I talk about his new book: Customer Experience & Marketing - The Final Rant (free to download). This interview follows on from my recent interview – Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang of ChurnZero – and is number 440 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.