We can't be digital-first, we have to be customer-first - Interview with Sue Duris of M4 Communications

Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal customers, being curious enough to care and why we can't be digital-first and that we have to be customer first. This interview follows on from my recent interview – Tool time, task time and how ChatGPT will change everything in customer support – Interview with Des Traynor of Intercom – and is number 459 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. NOTE: A big thank you goes out to the folks at TextExpander for sponsoring this episode of my podcast. TextExpander is an auto-complete tool that allows your team to eliminate repetitive typing and stay on the same page with just a few keystrokes allowing you to delight more customers in less time. Click here or on the banner image above to find out more and to get a 20% discount for the first 12 months of TextExpander if you use the code: SWINSCOE

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.