Podcasts about Maersk Line

Customer expectations have skyrocketed—people now demand instant, personalized, and seamless interactions across every touchpoint. But are companies truly meeting these expectations, or are they still stuck in reactive customer service models? What if AI could completely transform the customer experience into something proactive, predictive, and even empathetic? Joining me today is Vinod Muthukrishnan, VP & COO of Webex Customer Experience at Cisco. Vinod is a leader in the future of customer experience (CX), helping organizations use AI to anticipate customer needs, deliver seamless automation, and create personalized interactions at scale. Vinod Muthukrishnan is the VP & COO for the Webex Customer Experience Business Unit, overseeing Go To Market, Customer, and Business Operations. In this role he collaborates with Cisco field teams, partners, and customers to deliver innovative solutions. His passion lies in creating products that solve real customer pain points and providing a seamless customer experience. He also values building strong communities, teams, culture, and operating rhythms.Previously, Vinod spent three years in Enterprise AI at Uniphore, a Cisco Investments Portfolio Company, where he developed a product enabling Citizen Developers to create AI and automation solutions. He managed Uniphore's customer functions, including Delivery, Technical Support, Customer Success, and AI consulting, helping enterprises align their business goals with AI roadmaps.Vinod was also VP & COO at the Webex Contact Center Business Unit during a period of significant growth and innovation. During his tenure at the BU, the IMI CPaaS business was acquired, and Webex Contact Center was launched. These two initiatives now serve as the foundations of the Webex Customer Experience Business Unit. Vinod oversaw all GTM functions.He joined Cisco when his startup, CloudCherry, was acquired in 2019. As Co-Founder and CEO of CloudCherry, he and his team developed a Customer Experience Platform that became Webex Experience Management. They also built the foundations of the Customer Journey Data Service, essential to the Webex Portfolio today.Coming from a military family, Vinod began his career in the Merchant Marine at 18, becoming a certified First Officer with Maersk Line and sailing to over 60 countries. He later joined the founding team at MarketSimplified, which introduced mobile trading to major brokerages like TD Ameritrade and OptionsExpress. RESOURCESCisco: https://www.cisco.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsOnline Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrandDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Customer expectations have skyrocketed—people now demand instant, personalized, and seamless interactions across every touchpoint. But are companies truly meeting these expectations, or are they still stuck in reactive customer service models? What if AI could completely transform the customer experience into something proactive, predictive, and even empathetic? Joining me today is Vinod Muthukrishnan, VP & COO of Webex Customer Experience at Cisco. Vinod is a leader in the future of customer experience (CX), helping organizations use AI to anticipate customer needs, deliver seamless automation, and create personalized interactions at scale. Vinod Muthukrishnan is the VP & COO for the Webex Customer Experience Business Unit, overseeing Go To Market, Customer, and Business Operations. In this role he collaborates with Cisco field teams, partners, and customers to deliver innovative solutions. His passion lies in creating products that solve real customer pain points and providing a seamless customer experience. He also values building strong communities, teams, culture, and operating rhythms.Previously, Vinod spent three years in Enterprise AI at Uniphore, a Cisco Investments Portfolio Company, where he developed a product enabling Citizen Developers to create AI and automation solutions. He managed Uniphore's customer functions, including Delivery, Technical Support, Customer Success, and AI consulting, helping enterprises align their business goals with AI roadmaps.Vinod was also VP & COO at the Webex Contact Center Business Unit during a period of significant growth and innovation. During his tenure at the BU, the IMI CPaaS business was acquired, and Webex Contact Center was launched. These two initiatives now serve as the foundations of the Webex Customer Experience Business Unit. Vinod oversaw all GTM functions.He joined Cisco when his startup, CloudCherry, was acquired in 2019. As Co-Founder and CEO of CloudCherry, he and his team developed a Customer Experience Platform that became Webex Experience Management. They also built the foundations of the Customer Journey Data Service, essential to the Webex Portfolio today.Coming from a military family, Vinod began his career in the Merchant Marine at 18, becoming a certified First Officer with Maersk Line and sailing to over 60 countries. He later joined the founding team at MarketSimplified, which introduced mobile trading to major brokerages like TD Ameritrade and OptionsExpress. RESOURCESCisco: https://www.cisco.com Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsOnline Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrandDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnowThe Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Over the course of three years, Maersk Line improved its Net Promoter Score (NPS) by an impressive 40 points, resulting in a 10% increase in shipping volumes. Even more remarkable, this growth occurred during a global shipping decline.  But can other companies replicate Maersk's success? Or are case studies like this more cautionary tales than roadmaps? We explore the value of case studies in business, particularly how they can be used to highlight the application of concepts and theories in real-world situations.  The Power and Pitfalls of Case Studies Case studies are powerful. People love stories, and case studies tap into this by offering relatable and engaging narratives that illustrate both challenges and solutions. For businesses, they're a great way to demonstrate bona fides to clients and showcase what can be achieved through strategic change. However, case studies have their pitfalls, too. Maersk's results were exceptional, but not every company is positioned to follow the same path.  In the Maersk example, the company was at a unique juncture—facing market pressures and a history of mergers that led to a decline in Customer Experience. Their leadership was open to new ideas, and they had the right project manager in place to lead a global CX transformation. The pitfall is many companies believe they are the same and will get the same results because they too are having a problem in Customer Experience. However, the specifics of one company's success may not translate to another unless the conditions, challenges, and resources are aligned. In this episode, we discuss why case studies are best used for inspiration and education, not as one-size-fits-all solutions. It's crucial to extract the underlying principles—like customer focus and strategic leadership—rather than overgeneralizing from one company's experience. In this episode, we also explore: The origins of using case studies as a teaching tool in business schools. How benchmarks are created and why they can be risky when generalized. The role of mental models in simplifying business decision-making. Risk aversion in organizations and the desire for examples to follow. The "silver bullet" mentality and why people seek easy solutions. The dangers of using case studies as the sole resource for business strategy.

Over the course of three years, Maersk Line improved its Net Promoter Score (NPS) by an impressive 40 points, resulting in a 10% increase in shipping volumes. Even more remarkable, this growth occurred during a global shipping decline.  But can other companies replicate Maersk's success? Or are case studies like this more cautionary tales than roadmaps? We explore the value of case studies in business, particularly how they can be used to highlight the application of concepts and theories in real-world situations.  The Power and Pitfalls of Case Studies Case studies are powerful. People love stories, and case studies tap into this by offering relatable and engaging narratives that illustrate both challenges and solutions. For businesses, they're a great way to demonstrate bona fides to clients and showcase what can be achieved through strategic change. However, case studies have their pitfalls, too. Maersk's results were exceptional, but not every company is positioned to follow the same path.  In the Maersk example, the company was at a unique juncture—facing market pressures and a history of mergers that led to a decline in Customer Experience. Their leadership was open to new ideas, and they had the right project manager in place to lead a global CX transformation. The pitfall is many companies believe they are the same and will get the same results because they too are having a problem in Customer Experience. However, the specifics of one company's success may not translate to another unless the conditions, challenges, and resources are aligned. In this episode, we discuss why case studies are best used for inspiration and education, not as one-size-fits-all solutions. It's crucial to extract the underlying principles—like customer focus and strategic leadership—rather than overgeneralizing from one company's experience. In this episode, we also explore: The origins of using case studies as a teaching tool in business schools. How benchmarks are created and why they can be risky when generalized. The role of mental models in simplifying business decision-making. Risk aversion in organizations and the desire for examples to follow. The "silver bullet" mentality and why people seek easy solutions. The dangers of using case studies as the sole resource for business strategy.

One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won't learn in a book but is critical to the successful outcome of your program.   The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, you ease participants into the session, ensuring they're ready to engage. A simple question at the start can do wonders—something as quirky as asking attendees to share something strange about themselves. This activity breaks down barriers and injects some fun into the proceedings, setting the stage for a lively and productive workshop.   As a facilitator, it's vital to approach the workshop without a predefined answer or outcome in mind. Your role is to guide participants in finding solutions, ensuring participants take ownership of the results. This approach fosters a deeper connection to the material and encourages lasting change.    For instance, when working with a client like Maersk Line, the world's largest shipping company, it's important to ask the right questions and provide tools rather than answers. This method leads to better results and enhances the participants' sense of accomplishment.   Also, flexibility is key when it comes to planning your workshop. While having an agenda is important, adjust it as discussions evolve, allowing for deeper exploration of ideas and ensuring that everyone is on the same page.  Similarly, consider the group dynamics when dividing attendees into smaller teams. Mixing personalities and ensuring a balance of perspectives can prevent dominant voices from stifling creativity and lead to more innovative solutions.   In this episode, we dive into these essential strategies for leading a workshop that leaves a lasting impact. Drawing from years of experience, we explore practical tips to ensure your workshops are engaging, effective, and memorable for all participants.   If you listen, you will also learn the following:   Ryan wrote a script for Broadway, and Colin is married to his stepsister. No, really. How to effectively manage group dynamics by balancing personality types and seniority levels. The importance of having a clear goal for the workshop and aligning all activities towards achieving it. Why off-site workshops can prevent distractions and boost creativity. The significance of determining the ideal team size for different workshop activities. Techniques to ensure follow-through on workshop outcomes back in the workplace. The impact of physical space on group energy and interaction during the workshop.  

One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won't learn in a book but is critical to the successful outcome of your program.   The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, you ease participants into the session, ensuring they're ready to engage. A simple question at the start can do wonders—something as quirky as asking attendees to share something strange about themselves. This activity breaks down barriers and injects some fun into the proceedings, setting the stage for a lively and productive workshop.   As a facilitator, it's vital to approach the workshop without a predefined answer or outcome in mind. Your role is to guide participants in finding solutions, ensuring participants take ownership of the results. This approach fosters a deeper connection to the material and encourages lasting change.    For instance, when working with a client like Maersk Line, the world's largest shipping company, it's important to ask the right questions and provide tools rather than answers. This method leads to better results and enhances the participants' sense of accomplishment.   Also, flexibility is key when it comes to planning your workshop. While having an agenda is important, adjust it as discussions evolve, allowing for deeper exploration of ideas and ensuring that everyone is on the same page.  Similarly, consider the group dynamics when dividing attendees into smaller teams. Mixing personalities and ensuring a balance of perspectives can prevent dominant voices from stifling creativity and lead to more innovative solutions.   In this episode, we dive into these essential strategies for leading a workshop that leaves a lasting impact. Drawing from years of experience, we explore practical tips to ensure your workshops are engaging, effective, and memorable for all participants.   If you listen, you will also learn the following:   Ryan wrote a script for Broadway, and Colin is married to his stepsister. No, really. How to effectively manage group dynamics by balancing personality types and seniority levels. The importance of having a clear goal for the workshop and aligning all activities towards achieving it. Why off-site workshops can prevent distractions and boost creativity. The significance of determining the ideal team size for different workshop activities. Techniques to ensure follow-through on workshop outcomes back in the workplace. The impact of physical space on group energy and interaction during the workshop.  

Colin Shaw is one of the original CX thought leaders and podcast host. He brings a fresh perspective to what drives customer loyalty and the "why" behind loyalty.  He predicts memory maps will replace journey maps because of the difference between our experiencing-self and our remembering-self.  This episode is packed with insights that leaders can use immediately including:Colin Shaw is one of the original CX thought leaders and has authored seven bestselling books on customer experience. He brings a fresh perspective to what drives customer loyalty and the "why" behind loyalty. He predicts memory maps will replace journey maps because of the difference between our experiencing-self and our remembering-self. This episode is packed with insights that leaders can use immediately including:1. Role of Artificial Intelligence in Enhancing Customer Experience by understanding and responding to customer emotions2. Reorientation of Loyalty Perspectives - The criticality of emotional attachment over rational decision-making in driving loyalty3. Memory & Experience in Customer Decision Making- Evaluation of past experiences and memories in shaping customer decisions4. Why the implications of the peak/end rule should impact experience design 5. The significance of designing customer experiences for evoking desired emotionsMeet Colin!Colin Shaw is an original pioneer of Customer Experience. LinkedIn has recognized him as one of the ‘World's Top 150 Business Influencers‘, where he has over 292,000 followers and is one of the exclusive Top Voices which is the official LinkedIn influencer program. Colin's company, Beyond Philosophy, LLC, has been recognized by the Financial Times as one of the leading management consultancies for the last four years. He is the co-host of the highly successful business podcast The Intuitive Customer, rated in the top 5% of all podcasts by BuzzSprout. He has also authored seven bestselling books on the subject of customer experience. Colin's LinkedIn newsletter has over 70,000 subscribers.Colin is also a keynote speaker and commentator on CNN, BBC TV, NPR, LBC, and other media publications.Before this, Shaw was a senior executive in one of the world's largest telecoms companies, where he led 3,500 people in sales, marketing, and customer service.Colin Shaw founded Beyond Philosophy in 2002 as one of the world's first customer experience consultancies. Under his leadership, Beyond Philosophy has helped many of the world's most prestigious organizations improve their customer experience, including American Express, FedEx, and Caterpillar. Using Beyond Philosophy's methodology, the world's largest container shipping company Maersk Line improved its Net Promoter Score®* by 40 points in 30 months, which gave a 10 percent rise in shipping volumes. Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Michael Hansen was appointed Group President & Chief Executive Officer of Hempel in October 2022. Michael joined Hempel in May 2017 as Group Executive Vice President & Chief Commercial Officer, before becoming Executive Vice President of Energy & Infrastructure. He previously worked for 19 years at Maersk, one of the world's largest shipping companies, where he most recently held the position of Vice President &  Global Head of Sales at Maersk Line.Discover more details here.Some of the highlights of the episode:What shaped Michael's personal and professional growthHow to make successful industry career transitions: leaving Maersk and joining HempelComplexity as a strength in business relationshipsSeeking moral integrity and selfless leadership in hiresUsing reference checks and testing for self-awareness in hiringAdvice for aspiring leaders: Balancing ambition with patienceFollow us on:Instagram: http://bit.ly/2Wba8v7Twitter: http://bit.ly/2WeulzXLinkedin: http://bit.ly/2w9YSQXFacebook: http://bit.ly/2HtryLd

“Leaders create leaders by passing on responsibility, creating ownership, accountability and trust” James Kerr - Legacy: What The All Blacks Can Teach Us about the Business of Life In this episode, Andrea is joined by Michael Hansen, the CEO of Hempel based in Denmark. Michael talks about the role of sustainability in the future success of companies, his approach to people and the human element in being a CEO and also about the unique challenges leaders face in the workplace today including retaining talent. Michael and Andrea also talk in-depth about how important culture is to a company and what you can do as a CEO to influence it. KEY TAKEAWAYS It usually takes around 6 months for a CEO to learn the basics about a new organization, up to this point they are mostly learning and not making any big rash decisions. Hempel wants to ensure they are a leading industry enterprise and having this goal acts as a ‘lighthouse' in difficult and more challenging times. Sustainability and how companies can contribute to their industries and their clients will determine the future success of many companies. People, financial robustness, customer-perceived uniqueness and giving back to society are the 4 pillars Michael believes you need for a successful company. Michael is passionate about understanding the realities of colleagues across the world and the differences in leadership style and other attributes to unleash the power to generate the best results. Michael has actively engaged himself to find out why there are so many challenges for women in his organization and what he can do to directly influence this. Asking questions and speaking to people directly, allows a CEO to get a true insight into the company culture, struggles and more. Hempel gives back to society in various ways including via their solutions and products and also by giving and supporting schools and by protecting biodiversity too. Attracting and retaining the best people is one of today's most difficult tasks. The talented colleagues of today are always looking for the best opportunities for them and they have more options than ever. You have to work on building an environment where they thrive or they will leave. One formula doesn't work for all employees but if you can instill the right leadership culture and environment, you can help retain good talent. A CEO has a huge impact on a company culture and this can be both negative and positive. A CEO can engage with many more employees by creating the right culture for them than they can by trying to talk to and lead every single one individually. Stay curious, always be open to learning from others, regardless of who they are.9 BEST BITS “That was a deliberate choice in that we needed to continue to grow at an accelerated pace but in an intelligent way” “We want to make sure we are among the leading 5 companies, that guide some choices” “We should listen to our leaders, but we should also listen ourselves, closer to the frontline” “It's a very mobile workforce we have today, it's a very ambitious workforce” “Culture can drive performance, but it can also drive engagement in employees” VALUABLE RESOURCES Michael's Book Recommendations: Legacy: What the All Blacks Can Teach Us about the Business of Life The Founder's Mentality: How to Overcome the Predictable Crises of Growth Like the show? Please leave or write a review on your favorite podcast platform! Let Andrea know your thoughts or share your comments via LinkedIn or via email For more information on Andrea's work and access to other valuable resources, please visit the website    If you don't want to miss any episodes and receive the full article in your inbox, subscribe today to our blog Need more? Book a 30 min call here: https://calendly.com/andreapetrone/strategy. ABOUT THE GUEST Michael Hansen mihan@hempel.com linkedin.com/in/michaelhansen75 Michael Hansen joined Hempel in May 2017 as Chief Commercial Officer and has delivered remarkable results as a central driver of the global transformation in Hempel. Prior to taking on the role as Group President and Chief Executive Officer of Hempel A/S, Michael was part of the Executive Group Management as Executive Vice President, Energy & Infrastructure. Michael Hansen holds a degree from Copenhagen Business School, as well as an Executive MBA from IE Business School in Madrid, Spain. Prior to joining Hempel, Michael Hansen worked 19 years for Maersk, where he held the position, among others, of Vice President, Global Head of Sales & Marketing in Maersk Line. ABOUT THE HOST My name is Andrea Petrone. I'm a Human Performance and Leadership Advisor, Executive Coach and International Speaker. I help leaders and their teams to change their mindsets and master their leadership capabilities so they can achieve extraordinary performance. I've been in the corporate world for more than 20 years working globally - in 6 countries and 3 continents - for medium-large companies.      

It's a new year so we decided we needed an update.  A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took another pass at the questions that can help your organization gain growth in 2023.  In some ways, these are more like provocations than questions. However, we aren't picking a fight. We are, however, trying to be provocative. In fact, we usually ask them because we know that people can't answer them. We want them to realize that they don't know these answers and get them thinking about it so we can help them move forward.  The first two questions you are probably familiar with already. They set the stage for what we are trying to uncover. Then, we move into specifics about what customers want from your experience. Next come the future questions that explore areas about where you should be trying to go and the tools you can use to get there. Finally, we get into a question about my absolute favorite part of experiences, memory.  In this episode, we explore what we ask and why. We also talk about what they need to realize from their answers and how it can help them gain growth in the new year.  Key Ideas to Improve your Customer Experience One company we helped move forward was Maersk Line, the world's largest shipping company. We hosted one of the successful leaders of this organization on another episode to share the five rules for a highly successful implementation. One of the things Maersk shared is that these questions made a difference in their improvement program—which is saying something since they improved their scores by 40 points over 30 months.  Here are some other key moments in the discussion: 07:36  After we discuss Maersk line, we get into our second strategic question that explores how customer-centric your organization is, and how that affects your growth. 10:21  We get into an area that we are devoting a whole episode to soon, which is about how people describe their experience with you, as well as what they really want and what drives value for them, all crucial areas to answer for your experience.  18:34 This kicks off the future part of the strategic questions, where we talk about predicting customer behavior and using Customer Science to be successful at it.   20:42 Ryan takes a 2,000-word detour to express how he agrees with Colin, much to his chagrin and Colin's supreme delight.  28:19 We talk about Colin's favorite subject memory, and why it matters so much to make them deliberately in your experience. 29:31  We summarize the seven strategic questions and how you can actually work on them on top of everything else you have to do—and why you should make time for them.  Did you know we have a YouTube Channel too? Check it out here. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey. 

It's a new year so we decided we needed an update.  A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took another pass at the questions that can help your organization gain growth in 2023.  In some ways, these are more like provocations than questions. However, we aren't picking a fight. We are, however, trying to be provocative. In fact, we usually ask them because we know that people can't answer them. We want them to realize that they don't know these answers and get them thinking about it so we can help them move forward.  The first two questions you are probably familiar with already. They set the stage for what we are trying to uncover. Then, we move into specifics about what customers want from your experience. Next come the future questions that explore areas about where you should be trying to go and the tools you can use to get there. Finally, we get into a question about my absolute favorite part of experiences, memory.  In this episode, we explore what we ask and why. We also talk about what they need to realize from their answers and how it can help them gain growth in the new year.  Key Ideas to Improve your Customer Experience One company we helped move forward was Maersk Line, the world's largest shipping company. We hosted one of the successful leaders of this organization on another episode to share the five rules for a highly successful implementation. One of the things Maersk shared is that these questions made a difference in their improvement program—which is saying something since they improved their scores by 40 points over 30 months.  Here are some other key moments in the discussion: 07:36  After we discuss Maersk line, we get into our second strategic question that explores how customer-centric your organization is, and how that affects your growth. 10:21  We get into an area that we are devoting a whole episode to soon, which is about how people describe their experience with you, as well as what they really want and what drives value for them, all crucial areas to answer for your experience.  18:34 This kicks off the future part of the strategic questions, where we talk about predicting customer behavior and using Customer Science to be successful at it.   20:42 Ryan takes a 2,000-word detour to express how he agrees with Colin, much to his chagrin and Colin's supreme delight.  28:19 We talk about Colin's favorite subject memory, and why it matters so much to make them deliberately in your experience. 29:31  We summarize the seven strategic questions and how you can actually work on them on top of everything else you have to do—and why you should make time for them.  Did you know we have a YouTube Channel too? Check it out here. Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help? Click here to learn more about Beyond Philosophy's Suite of Services. Please tell us how we are doing! Complete this short survey. 

Colin Shaw is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 291,000 followers and is one of the exclusive 'Official' LinkedIn influencers. Shaw's company, Beyond Philosophy LLC, has been recognized by the Financial Times as 'one of the leading management consultancies for the last four years. He is the co-host of the highly successful Intuitive Customer podcast, rated in the top 5% of all podcasts by BuzzSprout. https://beyondphilosophy.com/podcasts/ He has also authored seven bestselling books on Customer Experience & marketing. https://beyondphilosophy.com/books/ Colin Shaw founded Beyond Philosophy in 2002 as one of the world's first customer experience consultancies. Under his leadership, Beyond Philosophy has helped many of the world's most prestigious organizations improve their customer experience, including American Express, FedEx, and Caterpillar. Container shipping company Maersk Line improved its net promoter score by 40 points in 30 months, which gave a 10 percent rise in shipping volumes using Beyond Philosophy's methodology. Finally, he is a keynote speaker and commentator on CNN, BBC TV, NPR, LBC, and other media publications. CHAPTERS: 00:00 Intro 00:30 Meet Beyond Philosophy's Colin Shaw 02:05 What Is Customer Experience 02:40 Working With Maersk 04:25 Improving Customer Experience 07:00 Four Aspects Of An Experience 10:30 Steve Jobs & Customer Experience 12:15 The Intuitive Customer Podcast 13:05 Building A Tribe 14:20 Evaluability Heuristic 16:40 Apple's Simplicity Concept 18:50 Marketing Exclusivity & Status 21:10 Watch What They Do 22:50 Different Value Drivers 26:05 Emotional Attachment To Brands 29:50 The Roles Of Behavioral Scientists 34:50 Anticipating Customer Response 37:20 What Is Customer Science 40:40 Data, AI & Behavioral Science 42:40 Hotdogs vs Salads 44:50 Emotional Signature Research 47:30 Educating Employees 48:50 Official LinkedIn Influencer 52:00 Growing LinkedIn Followers Organically 54:40 Branding & Content Creation 55:50 Trying On Advertising 57:20 The Wisdom of Oscar Wilde 58:30 Long-Term Compounding Effect 59:30 Outro

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.   In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson, a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement of 40 points for their Net Promoter Score® (NPS) over 30 months. What's more is they also experienced a 10 percent increase in shipping volumes.   Implementation was a big part of that success. To that end, in this episode we share the five rules of a successful customer experience implementation. Patterson takes the lead on this one, as a career-long believer in continuous improvement providing the following five rules she used in her first, and very successful, project with customer experience improvement:     Define: What are you trying to accomplish? Measure: How will you know if what you do is working? Analyze: What changes are possible that might improve experiences? Improve: How can you roll these changes out on a larger basis? Control: How can you keep things moving in the right direction?   In this episode, we cover these five rules and how they played out in our highly successful Customer Experience implementation for the world's largest shipping container company.      Key Ideas to Improve your Customer Experience   If you know anything about Lean Six Sigma, you probably recognize the five rules. These phases of the implementation serve as excellent guideposts in a customer experience project like this one. Patterson says that for her first project in the implementation area, these five areas were the natural inclination for organizing their efforts with Maersk.    Here are a few key moments in the discussion:   06:44  Patterson explains how she didn't have a lot of experience with handling customer experience improvement projects, so she relied on her Lean Six Sigma background and project management structure, starting with Define. 14:43  Patterson explains the concept about putting Measure second in the list and why it is essential it is there. 22:04  We discuss the third in the list, Analyze and how the changes you make are going to improve the experience and move the metric identified in the second step, Measure.    25:00  Colin brings up the Ambassadors, how they were chosen, and the role they played in the implementation.  26:52 After you improve your experience in a bigger way based on the first three steps, you land at Control, which is where you keep things going and improving continuously.   30:58  Colin adds in some details he remembers from the implementation and how they played into the success of the overall project.     Please tell us how we are doing! Complete this short survey.    Customer Experience Information & Resources   LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.   Click here to learn more about Professor Ryan Hamilton of Emory University.    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.      How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

A lot of the behavioral sciences can feel intimidating. However, it doesn't have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.   In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson, a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement of 40 points for their Net Promoter Score® (NPS) over 30 months. What's more is they also experienced a 10 percent increase in shipping volumes.   Implementation was a big part of that success. To that end, in this episode we share the five rules of a successful customer experience implementation. Michel Patterson takes the lead on this one, as a career-long believer in continuous improvement providing the following five rules she used in her first, and very successful, project with customer experience improvement:     Define: What are you trying to accomplish? Measure: How will you know if what you do is working? Analyze: What changes are possible that might improve experiences? Improve: How can you roll these changes out on a larger basis? Control: How can you keep things moving in the right direction?   In this episode, we cover these five rules and how they played out in our highly successful Customer Experience implementation for the world's largest shipping container company.      Key Ideas to Improve your Customer Experience   If you know anything about Lean Six Sigma, you probably recognize the five rules. These phases of the implementation serve as excellent guideposts in a customer experience project like this one. Michel Patterson says that for her first project in the implementation area, these five areas were the natural inclination for organizing their efforts with Maersk.    Here are a few key moments in the discussion:   06:44  Michel Patterson explains how she didn't have a lot of experience with handling customer experience improvement projects, so she relied on her Lean Six Sigma background and project management structure, starting with Define. 14:43  Michel Patterson explains the concept about putting Measure second in the list and why it is essential it is there. 22:04  We discuss the third in the list, Analyze and how the changes you make are going to improve the experience and move the metric identified in the second step, Measure.    25:00  Colin brings up the Ambassadors, how they were chosen, and the role they played in the implementation.  26:52 After you improve your experience in a bigger way based on the first three steps, you land at Control, which is where you keep things going and improving continuously.   30:58  Colin adds in some details he remembers from the implementation and how they played into the success of the overall project.     Please tell us how we are doing! Complete this short survey.    Customer Experience Information & Resources   LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 290,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.   Click here to learn more about Professor Ryan Hamilton of Emory University.    Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 35,000 subscribers.      How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Our listeners have problems and they let us know about it. For our I'm in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with  thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.   I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy. In fact, it was the impetus for the research we did with the London School of Business that led to my third book, The DNA of Customer Experience: How Emotions Drive Value.  In this episode, we share our experiences working with firms that are less than convinced that customer relationships are essential to business success. From storytelling to Emotional Signature® research to adopting the same strategies as one would for personal relationships, we share plenty of practical tips to help Tina get out of her pickle and on her way to convincing the team to see things her way. Key Ideas to Improve your Customer Experience People didn't always have interpersonal relationships. Now, we do, and not just in our personal lives. We have personal relationships in business, too. As customers, we use the same cognitive machinery to manage both types of relationships, and, not surprisingly, there are parallels in the management of them, too. We take a close look at Tina's business pickle and present real-world, practical solutions to convince the engineers it's worth it to develop a business relationships with customers.   Here are a few key moments in the discussion: 03:02  We read Tina's pickle to set up the discussion on what business problem our listener is facing.  05:17  We start by looking at some of the reasons this might be happening to Tina at work and Colin shares an example of his experience in a similar situation. 09:21  Ryan chimes in with how convincing people to do anything requires a mixture of what they are interested in and what you are trying to tell them.     12:16  Colin shares how a skeptic at a German insurance company asked him to prove what Colin was saying was true, and how that led to the research behind Colin's third book, The DNA of Customer Experience. 15:48  Colin share his insight on what makes successful customer-facing people and what Tina can do to optimize the experience for the engineering customers.    18:08  Ryan discusses how part of the convincing might require pointing out that relationships have staying power, but competitive differentiation in the marketplace. 20:48  Colin shares how his work with Maersk Line revealed to leadership the pitfalls of a transactional relationship with customers, and how their changes led to a giant turnaround for the company. 23:19  We share 5 tips (well, really only four; one of the tips will get you in trouble) for building relationships from HelpGuide.org, and our other advice for Tina and her company.  Do you have a business problem you would like our help with? Please contact us to tell us about it. We may solve it with you and our listening audience on the podcast! Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Our listeners have problems and they let us know about it. For our I'm in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with  thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.   I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy. In fact, it was the impetus for the research we did with the London School of Business that led to my third book, The DNA of Customer Experience: How Emotions Drive Value.  In this episode, we share our experiences working with firms that are less than convinced that customer relationships are essential to business success. From storytelling to Emotional Signature® research to adopting the same strategies as one would for personal relationships, we share plenty of practical tips to help Tina get out of her pickle and on her way to convincing the team to see things her way. Key Ideas to Improve your Customer Experience People didn't always have interpersonal relationships. Now, we do, and not just in our personal lives. We have personal relationships in business, too. As customers, we use the same cognitive machinery to manage both types of relationships, and, not surprisingly, there are parallels in the management of them, too. We take a close look at Tina's business pickle and present real-world, practical solutions to convince the engineers it's worth it to develop a business relationships with customers.   Here are a few key moments in the discussion: 03:02  We read Tina's pickle to set up the discussion on what business problem our listener is facing.  05:17  We start by looking at some of the reasons this might be happening to Tina at work and Colin shares an example of his experience in a similar situation. 09:21  Ryan chimes in with how convincing people to do anything requires a mixture of what they are interested in and what you are trying to tell them.     12:16  Colin shares how a skeptic at a German insurance company asked him to prove what Colin was saying was true, and how that led to the research behind Colin's third book, The DNA of Customer Experience. 15:48  Colin share his insight on what makes successful customer-facing people and what Tina can do to optimize the experience for the engineering customers.    18:08  Ryan discusses how part of the convincing might require pointing out that relationships have staying power, but competitive differentiation in the marketplace. 20:48  Colin shares how his work with Maersk Line revealed to leadership the pitfalls of a transactional relationship with customers, and how their changes led to a giant turnaround for the company. 23:19  We share 5 tips (well, really only four; one of the tips will get you in trouble) for building relationships from HelpGuide.org, and our other advice for Tina and her company.  Do you have a business problem you would like our help with? Please contact us to tell us about it. We may solve it with you and our listening audience on the podcast! Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

ESPAÑOL:Robbert van Trooijen es el vicepresidente senior y director para América Latina y el Caribe de A.P. Moller - Maersk. Anteriormente se desempeñó como vicepresidente Senior, Jefe de la Región Asia Pacífico durante 5 años y también ejerció su primera vez en Panamá como Vicepresidente, Jefe de la Región de América Latina y el Caribe de Maersk Line. Anteriormente a LATAM, pasó un tiempo en los Emiratos Árabes Unidos como vicepresidente, Maersk Line Head of West & Central Asia Región, viniendo de Dinamarca como vicepresidente, Maersk Line Head of Latin America Trade Management. Anteriormente en Maersk, desempeñó varios puestos de dirección en Hamburg Sud, Sealand y durante 8 años en P&O Nedlloyd en Inglaterra, Hong Kong, Corea del Sur, Brasil y Holanda.Algunos de los aspectos más destacados del podcast:Bienvenida y aprendizajes de la etapa inicial de su carrera en Nedlloyd en Holanda.Su experiencia internacional con Nedlloyd: Brasil,  Corea del Sur, Hong Kong, Reino UnidoSu traslado a Sealand en Singapur y Panamá.Su carrera en A.P. Moller - Maersk¿Cómo ve el futuro de LATAM y USA para la industria Logística?Qué esperar del desarrollo de la industria después de CovidSus comentarios finalesENGLISH:Robbert van Trooijen is the Senior Vice President, Head of Latin America and the Caribbean at A.P. Moller – Maersk. He previously served as Senior Vice President, Head of Asia Pacific Region for 5 years and also spent his first time in Panama as Vice President, Maersk Line Head of Latin America and the Caribbean Region. Previously to LATAM, he spent time in UAE as Vice President, Maersk Line Head of West & Central Asia Region, coming from Denmark as Vice President, Maersk Line Head of Latin America Trade Management. Previously to Maersk, he performance several management roles in Hamburg Sud, Sealand, and 8 years in P&O Nedlloyd in England, Hong Kong, South Korea, Brazil and Netherland.Some of the highlights from the podcast:Welcome and learnings from his early stage of his career in Nedlloyd in Netherland.His international experience with Nedlloyd: Brazil, South Korea, Hong Kong, United KingdomYour movement to Seland in Singapore and Panama. His career in A.P. Moller – Maersk How do you see the future of LATAM and USA for the Logistic industry?What to expect the industry development after COVIDDiscover more details here.Follow us on:Website: https://bit.ly/32bR2GrInstagram: http://bit.ly/2Wba8v7Twitter: http://bit.ly/2WeulzXLinkedin: http://bit.ly/2w9YSQXFacebook: http://bit.ly/2HtryLd

How is Camerican International navigating an unprecedented supply chain? While many looked forward to the post-COVID era, supply chain bottlenecks are complicating efforts for food importers who are contending with companies bringing in higher-margin goods like electronics. Camerican president Josh Gellert and senior director of global supply chain Michael Murphy join The Food Institute Podcast to discuss their company's strategy in finding port capacity, maintaining client relationships, and what to expect in the months to come. Hosted By: Chris Campbell and Brian Choi More About Josh Gellert: Josh Gellert serves as President of Camerican International. He received a Bachelor of Science degree from Cornell University and an MBA from Northwestern University's Kellogg School of Management. Josh began his career as an investment banker at JP Morgan Chase. After graduating from business school, Josh worked in management consulting at Oliver Wyman and brand management at Nestle. Josh joined Camerican in 2009. He is a member of various trade associations and serves as a Board Member for the Association of Food Industries (AFI) and as a Committee Member for the American Frozen Food Association (AFFI). More About Michael Murphy: Michael Murphy, senior director of global supply chain at Camerican International, has a background in both international logistics and in the food and beverage industry. For over 30 years, Michael has built efficient and lasting logistics solutions for food importers. He has held positions at Maersk Line, Maersk Logistics, Kraft Foods and Sabra/Pepsi Logistics. By understanding the challenges of both carriers and shippers , Michael has always concentrated on collaboration using data driven solutions. He believes in contracting for long term partnerships in order to provide lasting value and efficiency to both sides of the equation. More About Camerican International: For nearly 100 years, Camerican has been a leading supplier to the food industry of imported fruits, vegetables, seafood, and meat. We represent outstanding food processors on five continents, and 40 countries, importing and distributing their products in the United States. We pride ourselves on working with a carefully selected number of processors in each country who meet rigid criteria for quality control, performance excellence, financial stability, and business integrity. We are actively supplying this range of products to the three major sectors of the food industry: food service, retail, and manufacturing. We are proud that our customer list is principally comprised of the top echelon of companies in each sector. In total, we import over 18,000 FCL's annually. We are a financially strong, consistently profitable company that continues to play a leadership role in the food importing business. To learn more about Camerican, please visit: http://camerican.com/website/index.php/about/

Fetter v. Maersk Line Ltd

This week welcome Ken Eakin and Craig Szelestowski to the show! Ken Eakin is author of Office Lean: Understanding and Implementing Flow in Administrative and Professional Environments (CRC Press, 2020). He currently works as a Lean coach, facilitator and trainer on behalf of Lean Agility Inc. Prior to becoming a consultant, he worked as a Senior Advisor of Operational Excellence at Export Development Canada (EDC) and as a Process Improvement Manager with the global container shipping company Maersk Line. Craig Szelestowski is a Lean transformation specialist with close to two decades of experience implementing dramatic turnarounds in both the public and private sectors. He founded Lean Agility Inc. in 2010 to apply Lean exclusively to government organizations. Based on his success, he has since expanded his business to work with knowledge work organizations in the private sector. In his public service career, Craig led the Royal Canadian Mint's Lean transformation as VP of Human Resources, Lean and Quality. In this episode, we delve deep into Lean Office – how Lean/TPS translates into an office environment, how we can make workflow visual in a place where it's typically very hard to see, and methods to sustain the changes over time. It was a wicked fun conversation! As always - I hope you enjoy it, and I hope you get something from it! Make it a great week! Ken's contact info: Ken's LinkedIn: https://www.linkedin.com/in/keneakin/ Craig's LinkedIn: https://www.linkedin.com/in/craigszelestowski/ Lean Agility's Website: https://leanagility.com/en/ Ken's Book “Office Lean”: https://www.amazon.com/Office-Lean-Understanding-Implementing-Administrative/dp/0367196646/ref=sr_1_3?dchild=1&keywords=lean+office&qid=1619988045&sr=8-3 New England Lean Consulting is the Northeast's premier business consulting firm, helping small-to-medium sized businesses with strategic leadership and operational methodologies that help your company lower costs, increase capacity and win more customers. Our industry experienced consultants provide guidance with the latest business solutions that help you to grow your business deliberately and strategically in order to sustain a long-term competitive advantage within the marketplace. Paul W. Critchley, President & Founder of New England Lean Consulting: Company website: https://newenglandleanconsulting.com/ Twitter: https://twitter.com/NELeanguy Company page: https://www.linkedin.com/company/new-england-lean-consulting/ YouTube Channel: https://www.youtube.com/channel/UC2sAIveqtNqE1fpRGXcdbXQ Paul's LinkedIn profile: https://www.linkedin.com/in/paul-critchley-lean-consultant/ Lean Communicators Website: https://leancommunicators.com/ --- Support this podcast: https://anchor.fm/new-england-lean-podcast/support

On March 23, 2021 the container ship Ever Given caught global attention when it rammed into the side walls of Suez Canal. This incident brought to light the vulnerabilities and dependance of global trade on shipping lines. It reassured the world on the importance of containerized ships in maintaining the pace of our global supply chains today. There are many ways to get goods from one place to another. Planes are fast-no doubt, trucks are precise, and maybe trains are efficient. However water is by far the cheapest and that's why our global economies depend heavily on it. There are no roads to build, or intersections to stop at..wait wait wait-unless it is a rare occurrence like the trending Suez canal blockage. Some of the biggest container ships in the world are manned by just 13 crew members. Also you may find it interesting that ships may burn 400 tons of bunker fuel per day, which at current prices, amounts to nearly $200,000 in a single 24 hour period. For me, the beauty of container ships is their ability to conveniently deliver goods, regardless of “WHERE”. Now that we know the importance of containerized ships..let me tell you, shipbuilding is a complicated process which involves several departments working together to build a vessel which is not just seaworthy but is also equally efficient in terms of both operations and economics. FUEL & STEEL are the major commodities that global shipping industries are currently reliant on. Steel comprises roughly 98% of the volume of a container ship therefore a reliable supply of low-cost steel is extremely important for a fleet owner. Also the average lifespan of modern container ships fall somewhere between 10-16years. Last year, Danish international container shipping company- Maersk Line announced their vision to be known as the industry leader based on their efforts to drive superior sustainability performance in global supply chains. Their New vessels plan to set new standards on energy efficiency and Cradle to Cradle design. They are exploring how to prepare ships for quality recycling while in the design phase, and are developing a Cradle to Cradle Passport as the first step on this journey. They are developing the cradle-to-cradle passport together with the Environmental Protection Encouragement Agency (EPEA), who specialises in the cradle-to-cradle concept. This is the first time a cradle-to-cradle passport has been introduced in the container shipping industry This concept essentially means that materials will not only be recycled, but used for the same or even more advanced constructions or products ..one can say ‘up-cycling'. The other part of cradle-to-cradle concept would involve avoiding toxic materials and instead using biodegradable resources to the largest extent wherever possible. Maersk's Triple-E vessels will describe how the materials and components used to build the ship should be safely dismantled once the ship's service lifecycle has expired. Tune into the episode to learn more about circularity in Shipping Industry. Follow our page- (Circular Business Podcast | The Circular Collective) Like | Share | Subscribe - because you can help us spark a thought in many more individuals. --- Send in a voice message: https://podcasters.spotify.com/pod/show/circular-business-podcast/message Support this podcast: https://podcasters.spotify.com/pod/show/circular-business-podcast/support

Welcome to the 158th episode of the Shipping Podcast, where you meet Captain Thomas Lindegaard Madsen of VENTA MAERSK, Maersk Line, one of the more visible role models in the maritime industry.  Thomas has been sailing for almost thirty years and has experience with many different vessels. Currently, his vessel is trading in the Baltic Sea area and this year he is enjoying ice navigation. Captain Thomas recognises that the biggest change he has seen during his career is the arrival of the internet into our industry.  We get so many insights from Captain Thomas in this episode. He is talking about opportunities with the new technology development, and it is apparent that he loves his job. Thomas is sharing his concerns about being public on social media. It gives a perspective on how we can showcase the maritime industry to the world by using social media. I hope you enjoyed this episode as much as I did. Both Thomas and I love feedback; please give us a shout out if you think this was worth the time listening to. I am @lenagothberg in most channels. Thank you for listening.

Last week there were two noticeable announcements from shipping companies about the types of ships they are going to, or to be accurate could be, ordering in the future, and these were noticeable as these two vessels were a methanol powered container ship and a wind powered deep sea car carrier.As we see the drive to decarbonise society and the shipping industry there is pressure on many sides for more action and less talking. But given the ask, the action has been slow to materialise. As we have heard in previous episodes of Aronnax show the race is speeding up to find new fuels and new ways to create a cleaner more sustainable shipping industry, one that is up to the challenge that society is setting itself.These two announcements from Maersk Line in Copenhagen Denmark and Wallenius Wilhelmsen in Oslo Norway, could, if their promises remain true be seen in the future as some of the first significant steps on this journey.Maersk Line said it will be building a feeder container vessel that will run off methanol. Well, actually it will be dual fuelleld so it will still has the option to use existing fossil bunker fuels as well.Tis is not one of the giant boxships that sail between Asia and Europe and the US, these huge vessels have a nominal capacity of well over 20,000 20 foot containers. This methanol vessel, with 2,000 teu is a lot smaller and run on a regular shuttle feeder route according to Morten Bo Christiansen, who is head of Decarbonisaiton at AP Moller MaerskThe company gave me a short window of opportunity to talk to him about the news, but in that time he told me about the challenges they will face. The group aims to get the vessel in the water and in service by 2023. Christiansen says this order for the ship, and the announcement that all future newbuilds will be dual fuelled for future fuels, which should help fuel makers see the potential market for fuels. The company has told the press that customers using this vessel will see higher rates for cargo, reflecting the current higher costs of ordering such a vessel, and the cost of greener fuels which remain higher than current fossil based fuels. Also last week Wallenius Wilhelmsen said it will also be pushing on with a project o build a wind powered giant car carrier. The challenges are significant, but the company is moving the Oceanbird project that Swedish partner Wallenius Line began last year.But it was back in 2005, Norwegian shipowner and manager Wilhelmsen designed a ship it was never intending to build.It was called Orcelle, like the company’s other vessel’s at the time it was a car carrier, but unlike anything else it was a design of a future ship that had sails, alternative power, wave power, solar panels and other technological ideas that were at the time looking unlikely to become reality.The announcement last week was for a vessel it is calling Orcelle Wind, and which it hopes to order next year providing the project meets five key feasibility criteria: Namely that such a vessel makes technical, operational, regulatory, financial and commercial sense. Roger Strevens, vice president of Global Sustainability at Wallenius Wilhelmsen talks about the decision to develop such a radically different vessel. The listed company is majority owned by Wallenius in Sweden and Wilhelmsen in Norway. The Oceanbird project which has led to Orcelle Wind was driven largely by Wallenius in the beginning. Wilhelmsen in Norway has been evolving its own projects within it subsidiaries, including hydrogen fuelled projects and electrification. And in an earlier episode we talked about another joint venture called Massterley which Wilhelmsen runs with Norwegian tech firm Kongsberg.Support this show http://supporter.acast.com/aronnax. See acast.com/privacy for privacy and opt-out information.

The EU has set out plans for "no deal", including measures to avoid air travel disruption. The BBC's Kevin Connolly in Brussels brings us the details. Meanwhile at an EU leaders' summit, Poland and Hungary are poised to lift their veto over an EU coronavirus stimulus package, as Lili Bayer, a journalist with Politico in Brussels, explains. Also in the programme, there has been a sharp increase in the cost of global shipping, as the world's ports deal with unprecedented congestion. Lars Mikael Jensen is chief planner of services for the world's biggest container ship operator, Maersk Line of Denmark, and tells us what's behind the problems. One of Africa's biggest fashion events, Arise Fashion Week, is being streamed online, and we hear from supermodel Naomi Campbell, who is in Lagos, Nigeria, for the event. Plus, the BBC's Dougal Shaw meets some fathers who have decided to set up new businesses in lockdown.

In this episode, we're talking about carrier trends, market updates on the far east westbound and trans-Pacific trade routes, including recommendations on navigating the current challenges of the crazy climate we're in. I have the privilege to be joined by Lars Jensen founder of SeaIntelligence Consulting.Lars has:Successfully launched an independent global market intelligence company focusing on container shipping.Was in charge for 6 years of market intelligence for Maersk Line, creating and improving research and forecasting capabilities for container markets, as well as developing a global market intelligence across 17 countries.The author of multiple books including Liner Shipping 2025: How to Survive and ThriveAnd is a bit of a shipping celebrity. This is definitely an episode to grab your pen and paper as there is some great insight on: Setting up your supply chain for agility, not predictability. Building for resilience Navigating procurement strategies in a seller's market 

This is The New Imperative for 2020    Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. We learned that, first and foremost, organizations want to gain growth. So, we have a new focus for 2020, helping organizations achieve the growth they want by assisting them in providing the Customer Experience they need to do so. Growth is challenging today. Competition is intense due to many factors. One critical reason is that the time from innovation to imitation is down to weeks in many cases. Today's businesses must face the challenges of new product and service launches in a commoditized market, fueled at least in part to massive growth in online commerce.  However, gaining growth is not impossible, in fact, far from it. Growth can come from many different strategies. Chief amongst the approach is by providing a Customer Experience that meets your customers' needs, even the ones they are not entirely aware they have. Meeting these unmet needs is the foundation of what we call customer-driven growth, which is growth powered by exemplary Customer Experiences.   Since 2002, Beyond Philosophy has focused on growth driven by an improved Customer Experience. Our work with Maersk Line, the largest shipping container company in the world, improved Maersk's Net Promoter Score® (NPS)by 40 points in 30 months, a statistic I often share. However, the next part is essential to realize; they also increased their shipping volumes by 10 percent. Moreover, our work with RICOH Canada, the printer company, improved their NPS by 34 points in 30 months and also increased printer sales by 10 percent—and this was in a declining market.   If organizations want growth, we are going to give it to them. So, how do we get growth? Where do we get new customers? This episode of the Intuitive Customer explores the types of growth that organizations can focus on, how to approach gaining it in today's marketplace, and the four essential steps to take to be successful in this effort. Moreover, we show how improving Customer Experience leads to this growth and why.  The Intuitive Customer podcasts help you take your Customer Experience to the next level by unlocking the “hidden” aspects of your experience and determining what really drives value for your customers.   To find out more about how your organization's marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com.  To subscribe to The Intuitive Customer and never miss a podcast, please click here.  This podcast is produced by Resonate Recordings. Click here to see how they can help you.

This is The New Imperative for 2020    Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. We learned that, first and foremost, organizations want to gain growth. So, we have a new focus for 2020, helping organizations achieve the growth they want by assisting them in providing the Customer Experience they need to do so. Growth is challenging today. Competition is intense due to many factors. One critical reason is that the time from innovation to imitation is down to weeks in many cases. Today's businesses must face the challenges of new product and service launches in a commoditized market, fueled at least in part to massive growth in online commerce.  However, gaining growth is not impossible, in fact, far from it. Growth can come from many different strategies. Chief amongst the approach is by providing a Customer Experience that meets your customers' needs, even the ones they are not entirely aware they have. Meeting these unmet needs is the foundation of what we call customer-driven growth, which is growth powered by exemplary Customer Experiences.   Since 2002, Beyond Philosophy has focused on growth driven by an improved Customer Experience. Our work with Maersk Line, the largest shipping container company in the world, improved Maersk's Net Promoter Score® (NPS)by 40 points in 30 months, a statistic I often share. However, the next part is essential to realize; they also increased their shipping volumes by 10 percent. Moreover, our work with RICOH Canada, the printer company, improved their NPS by 34 points in 30 months and also increased printer sales by 10 percent—and this was in a declining market.   If organizations want growth, we are going to give it to them. So, how do we get growth? Where do we get new customers? This episode of the Intuitive Customer explores the types of growth that organizations can focus on, how to approach gaining it in today's marketplace, and the four essential steps to take to be successful in this effort. Moreover, we show how improving Customer Experience leads to this growth and why.  The Intuitive Customer podcasts help you take your Customer Experience to the next level by unlocking the “hidden” aspects of your experience and determining what really drives value for your customers.   To find out more about how your organization's marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com.  To subscribe to The Intuitive Customer and never miss a podcast, please click here.  This podcast is produced by Resonate Recordings. Click here to see how they can help you.

Meredith Gray leads the Museum’s marketing, public relations, and communications efforts and works with teams across the Museum to engage the local community and continue to expand the Chrysler’s reach. She is experienced in strategic marketing and communications including website development and social media management, as well as traditional writing and editing. Previously she served as the Marketing Manager for a start-up, a software developer which offers a cloud-based electronic health record system serving healthcare providers nationwide. She worked for a Global 500, Maersk Line, Limited, an international shipping company, as a Marketing Analyst and also launched her own successful e-commerce start-up company. She is a Hampton Roads native and a Bachelor of Arts graduate of Virginia Commonwealth University. - In 2014, Hamilton Perkins founded Hamilton Perkins Collection, an independent brand, designing and producing unique and award winning bags and accessories from recycled materials. Hamilton Perkins Collection exists to create timeless limited edition bags made from recycled plastic water bottles, pineapple leaf fiber, and billboard vinyl. The result is that no two bags are ever the same. Our first design, the Earth Bag Premium, was created so that our customers would not only carry a bag that was stylish but carry a bag they could be proud of. We surveyed more than 1,000 consumers to obtain their thoughts and feedback for each component of the Earth Bag Premium, which soon became one of our most popular designs. Perkins was the winner of the Virginia Velocity Tour hosted by the Governor of Virginia, and the recipient of a HUD Community Development Block Grant. The non-profit B Lab honored Hamilton Perkins Collection as a "Best for the World Overall" B Corporation in 2017. Hamilton Perkins Collection has been featured in Forbes, Fast Company, Money Magazine, and The Washington Post. The brand is currently offered in nearly 100 leading department stores and specialty stores in the United States, Canada, and Europe.

Rikke Stoltz er en af de få, som VIRKELIG går vejen og inspirerer os med, hvordan udfordrer vi os selv?Over emnet ”How we can indeed impact and change the world” holder hun foredrag - sidst inviteret af TED og TEDxRoma I Rom og som vikar for Connie Hedegaard, som morgentaler for de statskundskabsstuderende på Aarhus Universitet.Hendes budskab er:HVAD er det vi alle kan gøre, for at gøre en forskel?HVORDAN kan vi - skridt for skridt - påvirke verdenen omkring os, i en bedre retning?Rikke er, om nogen, et eksempel på én som udfordrer, overskrider og accepterer egne grænser!Og hun har selv oplevet store udfordringer og efterfølgende måttet lære sig nye strategier til at håndtere livets pres og kriser.Med en baggrund i Maersk og det operationelle ansvar for Maersk Line i Sydamerika og 18 år i udlandet, har hun de sidste ti år boet og arbejdet i Danmark. Her har hun været nøgleperson i forhold til at: Med-skabe verdens største vindmølle installationsskibe Skabe en mulig ”flydende cykelsti” ved siden af Øresundsbroen Skabe international respekt omkring vores julehjerte tradition Opstarte TEDxFrederiksberg med overvældende succes og opbakning. Hvis du vil med ind i styrehuset og høre hvordan du går fra en idé på en serviet til en solid succes - og ikke mindst holder balancen imens - så lyt med til denne episode af “Drikker du kaffe eller te” med big-scale entreprenør Rikke Stoltz.In graceNiia Bloch PS: Hvis du er klar til at rykke dig og ønsker et skud Rikke, så kan du booke foredrag eller sparring på stoltz.dk.★ Support this podcast on Patreon ★

Hong Kong is the strategic partner for ASEAN suppliers and producers said ALMC Keynote Speaker and ASEAN Secretary General, Dato Lim Jock Hoi. Maersk Line’s Mike Fang said the Belt and Road Initiative increased multimodal connections with Hong Kong while DAMCO’s James Savagar said Hong Kong’s connectivity enhanced growing technological applications in the Greater Bay Area. The ALMC strengthened Hong Kong’s trading role in the Asia Pacific, said Mr Fang.

In this episode, I interview Peter Evans, Continuous Improvement Director for Lego Group.  I have known Peter for a couple of years.  And we seem to keep running into one another at Operational Excellence conferences – which are the circumstances of our first meeting.  I have always found Peter to be an affable gentleman and have always appreciated his insights and the experiences he shared. I grew up with Legos.  Loved playing with them.  My sons loved playing with them.  It seems children all over the world love playing with them.  So, if you’re like me, you must wonder; “Is Lego the coolest company in the world to work for?”  According to Peter, the answer is “Yes.” In this podcast, Peter shares is career journey and the wisdom (knowledge + experience) he has gained over time.  And he and I do a deeper dive into his experiences at Lego; the type of company Lego is, what its values are, and how Lego and its employees remain aligned to those values. Host: Joseph Paris, Founder of the;  XONITEK Group of Companies,  Operational Excellence Society & Readiness Institute   Guest: Peter Evans [icon name="linkedin-square" class="fa-2x" unprefixed_class=""]   Peter was born in 1955.  The early part of his career was in finance in various industries, including defense, financial services, and telecommunications.  He worked for General Electric under Jack Welch throughout the 90’s including spells in Manchester, Brussels, Shannon (Eire) and Connecticut.  From 2000 to 2013 he worked in Telecoms in the UK, first with Vodafone, then Cable & Wireless, before finally leading Operational Excellence for Virgin Media.  And from 2013 to 2015 Peter led Process Excellence in Northern Europe for Maersk Line, based in Copenhagen.  He joined the LEGO – the biggest tire manufacturer in the world – in February 2016. Since February 2016 Peter has been Director of LCI (LEGO Continuous Improvement) at LEGO with specific responsibility for Business Service Operations and is actively involved in establishing a Global Business Services Organization for Finance, HR and other services. Peter Lives in Newtown, Powys, UK with his wife Amanda, Dogs, Cats and various other pets and pests

An episode for expats living and working in denmark about Danish culture, business culture and global mindsets. Listen in for actionable insights and moving anecdotes about the quirks and hard-to-explain aspects of Danish culture. WITH David O. King. Director and Senior Programme Leader of Forecasting at Maersk Line: http://bit.ly/2uPxTL2 Brian L. Due, ph.d. and assistant professor at the University of Copenhagen. He is associated with the Centre of Interaction Research and Communication Design: http://bit.ly/2uOLwKM Signe Ørom, ph.d. in Culture and Language, cultural trainer and owner of the consultancy, ConnectingCultures: http://bit.ly/2t1SebX IDA Podcast is produced by the Danish Society of Engineers, IDA in collaboration with Brain Gain Group. Sound design: Sven Timo Borg Producer: Tobias Ankjær Jeppesen Host: Matias Seidler. SHOWNOTES For a brief overview of how and why intercultural differences matter in business contexts, see the article ‘How cultural differences impact international business in 2017’ by Hult News: http://bit.ly/2urww2T (Danish) 'Kommunikation i internationale virksomheder', spritny antologi der især er relevant for dem, der vil forstå tværkulturel kommunikation i teams bedre: http://bit.ly/2fa3fTs [01:08] Around 5000 pig farms in Denmark produce approx. 28 million pigs annually. Denmark has a human population of 5,76 millions. Read more about the Danish meat industry here: http://bit.ly/2uorXYD [01:13] ‘Hygge’ is a Danish notion that most easily translates into ‘Coziness’. For an overview of just how much it’s been trending and covered by the media globally, see this article ‘Coziness is Trending for 2017 (We Need it)’: http://bit.ly/2uPtsQm [01:23] ‘The Danish Way’, an advertisement for beer, can be found here: http://bit.ly/2uPyoVk [04:30] Maersk is a Danish shipping company with 88.000 employees and offices in 130 countries: http://bit.ly/2uOIGFF [06:43] David O. King talks about the reasonings behind why people are let inside social circles from an american perspective. The issue is reflected in the study ‘Expat Insider 2016: Three years of Insights’ which examines the degree of ease, with which people can settle in different countries. Out of the 65 countries surveyed, Denmark ranked 65th - primarily due to foreigner’s perceived difficulties in finding friends: http://bit.ly/2eH6kxn [09:04] Denmark comes out on top in terms of a healthy work-life balance. For this, and several other interesting social and economic metrics, visit OECD’s Better Life Index: http://bit.ly/2uoKl3F [18:33] The study ‘Danish Leadership Style in a Global Context’ examines Danish management styles (and its advantages and disadvantages): http://bit.ly/2eGXXBU

Agenda 8:00 a.m. Registration and Light Breakfast8:30 a.m. Opening Remarks Senator Lisa Murkowski (R-AK), Co-Chair, Senate Arctic Caucus Senator Angus King (I-ME), Co-Chair, Senate Arctic Caucus 9:00 a.m. Panel Discussion: Economic, Commercial, and Infrastructure Initiatives in the American Arctic Dr. Walter Cruickshank, Acting Director, Bureau of Ocean Energy Management, U.S. Department of the Interior Stephen M. Carmel, Senior Vice President, Maritime Services, Maersk Line, Limited (MLL) Tara Sweeney, Former Chair, Arctic Economic Council; Executive Vice President, Arctic Slope Regional Corporation Dana Eidsness, Director, Maine North Atlantic Development Office (MENADO), Maine International Trade Center Moderated by: Heather A. Conley, Senior Vice President for Europe, Eurasia, and the Arctic; Director, Stuart Center, CSIS 10:30 a.m. Event Concludes Does significant physical change in the Arctic, represented by receding glaciers, rapidly changing ecosystems, and diminishing sea ice, translate into significantly new economic opportunities? Are Arctic economics hype or real? How is the United States preparing for a more commercially accessible and potentially economically viable Arctic? Our keynote speakers and subsequent panel will discuss the opportunities and limitations confronting economic, commercial, and infrastructure initiatives in this resource-rich and heightened risk environment.This conversation is made possible by support from the Royal Norwegian Ministry of Foreign Affairs.

The Shipping Pod is back and we're bringing company. Tune in this week to hear our interview with 2 Babes Talk Supply Chain as we discuss: starting a podcast in the logistics industry, NAFTA, the future of supply chain, the Petya ransomware attack on Maersk Line, and so much more.  

Catja Hjorth Rasmussen explains why it took 5 years to complete the remote control container management project, which is now in full operation at Maersk Line. The system has GPS tracking and has eliminated more that 100,000 manual pre-trip inspections. Catja joined the shipping industry fresh out of school as a shipping trainee, and has been in love with the industry ever since. The international environment, the fast pace and the ever changing environment was what attracted her to the industry and still excites her.   You want to hear all the benefits of a remote controlled container management, and you want to listen to yet another young woman who is bringing new knowledge in to our community. It excites me that I have managed to find so many interesting young women with deep knowledge, especially when I get the answer that "all the women declined when invited to speak" from well renown shipping media.    Thank you for listening, talking about and hopefully sharing this episode with your maritime network. That is the only way we will get more visible in this industry, by sharing and supporting each other.   For those of you who wants to contribute to my 2 year anniversary episode, please download Voxer, either on your computer or as an app on your mobile and start talking to me!   I am eagerly waiting to hear from you, love & hate, constructive criticism and ideas for the future. I will be using the voice messages in the podcast, if you let me. If you don't want to contribute with audio, please write to me at hello@shippingpodcast.com or give me a shout out in any other social channel.    Over & Out Lena

This week on TSP we cover the conflict in North Korea and its potential effect on global trade, a new trade agreement with South Korea, Maersk Line's purchase of Hamburg-Sud, Nintendo Switch supply chain kerfuffle, Under Armor / Kohl's pairing, black ants, Don't Think Twice, and so much more.      theshippingpod.com twitter.com/theshippingpod instagram.com/theshippingpod facebook.com/theshippingpod info@theshippingpod.com for questions, comments, and guest bookings

Jonathan Wichmann is the journalist who turned copywriter and then became the digital communications guru at Maersk Line. Within a year Maersk Line had more than 650,000 followers on Facebook.  Jonathan claims that "Mark Zuckerberg created this for me"! A fact that probably no one at Maersk knew when they brought him in saying "One day we want to move into social media".  You can read the entire story about the success on Jonathans web site http://jonathanwichmann.com/about-me/ and be inspired to start thiking outside the box. Follow Jonathan on @JonathanWich to keep up with what he is doing now, after he left the shipping giant.  "Social media is just a technology" is another quote from Jonathan in this episode. You can follow the development of the entire set up also on Maersk Social http://maersklinesocial.com/why-social-media/ Kudos if you share the Shippingpodcast in your social media channels! Follow on twitter:  @Shippingpodcast  and/or on Facebook: Shippingpodcast or visit our website Shippingpodcast.com and comment on the last episode, who you would like to listen to or any other view you would like to share.  Once you have listen to this episode, head on over to iTunes and kindly leave a rating and a review and don't forget to subscribe! Shippingpodcast needs to be spread to a wider audience!  #Shippingpod   

How can a seemingly dull B2B company use social media to its advantage? We have previously written a case study on how Maersk Line use social media, in this follow-up we catch up with Davina Rapaport, who is the Pulse and Social Media Manager at the Danish shipping giant. Davina answers the following questions: Tell us about the Maersk Line social media program? How do you sell a container on Twitter? Can you track sales or inquiries coming in via social networks? What's been the key to Maersk Line's social media success? What are your favourite social channels? How has your visual content strategy worked out? What challenges are you working on at the moment? Do you have employee advocates on social media? Do the C-suite get involved themselves on social? What B2B brands are worth checking out? What trends to you see over the next few years? Full article: http://linkhumans.com/blog/maersk-line-b2b

01:15 Koste penger å se på ?,03:05 Ukens spørsmål,04:14 Maersk Line med snart 600.000 følgere på FB,29:18 Akkurat nå!,38:54 Glemte kriser, et skoleprosjekt på sosiale medier,55:20 Resultat spørreundersøkelse,56:15 Neste nytt,59:28 Gjester neste uke er...,Medvirkende: Morten Myrstad og Jan Espen Pedersen,Gjester:Jonathan Wichmann, Head of social Media, Maersk Line,Stian Lundh Hansen, Lærer, Breidablikk ungdomskole Sandefjord,Sarah Fekete, Elev, Breidablikk ungdomskole Sandefjord,Takk til: Janicke Vindenæs Karlsen for redaksjonell hjelp,Gikk direkte: 14 november 2012 kl 21:00-22:00

In our efforts to better understand the end users of the sites & applications we design, we generate a great deal of data. That data is useless to us until it has been analyzing and interpreted. This presentation looks at some of the methods & techniques we can use to make sense of user research data in a meaningful & rigorous way. The presentation will look at some of the common types of quantitative data collected during user research, and the statistical analysis methods we can employ to make the most of our data-gathering efforts. The session covers practical examples such as task completion rates, time-to-completion, page view comparison, as well as some basic concepts in statistics. Founder & Principal Consultant at Meld, Steve has over 13 years’ experience in the design and delivery of e-business services. Steve is a well-known practitioner in the area of experience strategy and architecture, writing articles for industry publications and presenting at local conferences. During his career Steve has completed over 300 Web projects & thousands of smaller tasks. Steve has, over the past four years, led user experience teams to develop online strategies and experience architectures for clients across a broad spread of industries including: tourism, travel, transport, consumer electronics, manufacturing, government, and the arts. These include projects for the Department of Environment, Water, Heritage & the Arts; an expert review for Maersk Line - the world’s largest container shipping company; oneworld Alliance - the world’s leading airline alliance; YHA Australia; and Fuji Xerox Australia. Steve holds post-graduate degrees in electronic commerce (M.Ec) and business administration (MBA) from the Macquarie Graduate School of Management; and a bachelor’s degree in Mathematics (Physical Mathematics & Applied Statistics) from the University of Technology, Sydney. Licensed as Creative Commons Attribution-Share Alike 3.0 (http://creativecommons.org/licenses/by-sa/3.0/).