Podcast appearances and mentions of matt watkinson

The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers.  Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. Enroll in the ROI of Customer Experience course here: https://customerexperienceroi.com/

On today's podcast we have Matt Watkinson.   Matt is the author of three fantastic books, Mastering Uncertainty, the ten principles behind great customer experiences and the grid. He's a CEO at the digital agency Methodical and a venture partner at VC fund Tiller Partners, both based in LA. Matt has dedicated his career so far to helping organisations create great products and services that make people's lives easier and more enjoyable.   In this episode, we're going to discuss coming through tough times how you can master through increase your odds of success power of determination and thinking big.   I hope you enjoy.    ----------------------------------------------------------------   Find Matt: https://www.linkedin.com/in/matt-watkinson/ https://www.matt-watkinson.com/   Find James: https://www.linkedin.com/in/acceleratingexcellence/ https://www.instagram.com/jamesaking_/ https://jamesaking.com/   The Mindset App: While the app is under development, we have decided to provide access to the full content for free on YouTube for a limited time. You can find the courses within our playlists or by the link below. I hope you enjoy. https://www.youtube.com/@AcceleratingExcellence/playlists  

On today's podcast we have Csaba Konkoly.   Csaba is the co-founder and president of Hum Capital, an innovative funding platform that leverages AI to connect great companies with the right capital. Born in Hungary, Csaba's investing career has amassed a global network. Csaba's lived and worked in Budapest, Moscow, Geneva, London, New York, Miami, Singapore and Los Angeles, where he currently resides with his wife and three children.   As an LP, Csaba actively allocates to hedge funds, private equity and other alternative strategies such as private credit. Between 1997 and 2012, Csaba successfully built three hedge funds. As an early stage investor, Csaba has invested in five unicorns, True Car, Scopely, Trapped and Clutter. Together with Matt Watkinson, Csaba co-authored the must-read book titled Mastering Uncertainty, published by Penguin Random House.   In this episode, we discuss the role of randomness, the importance of partnership and the high performance lessons that transfer from investing to other high performance domains.   I hope you enjoy.     ----------------------------------------------------------------   Find Csaba: https://www.linkedin.com/in/csabakonkoly/   Find James: https://www.linkedin.com/in/acceleratingexcellence/ https://www.instagram.com/jamesaking_/ https://jamesaking.com/   The Mindset App: While the app is under development, we have decided to provide access to the full content for free on YouTube for a limited time. You can find the courses within our playlists or by the link below. I hope you enjoy.   https://www.youtube.com/@AcceleratingExcellence/playlists  

In this episode of the podcast, we are discussing Mastering Uncertainty, a new book with a focus on Social Capital and Selling, and how that is relevant to those working in insurance and financial planning. We are joined by the book's author, Matt Watkinson, and CEO and Co-founder of Methodical.

Matt is an internationally renowned business author and speaker. He won the CMI's Management Book of the Year for his first book, The Ten Principles Behind Great Customer Experiences, considered by many to be the definitive book on the subject. His second book - The Grid: The Decision-making Tool for Every Business (Including Yours) was published by Random House to critical acclaim. His third book — Mastering Uncertainty — co-authored with the investor and entrepreneur Csaba Konkoly —was released in April 2023. As a speaker has addressed industry leaders at every kind of organization imaginable, from Microsoft to the FBI. He is the co-founder of Methodical, a customer experience and strategy consultancy; a Senior Visiting Fellow at Bayes Business School (Formerly Cass), City University London; and a venture partner at Tiller Partners, a Los Angeles based VC fund. He lives in Santa Monica, California.

Brain Hurt = 6/10. Do you want your effort to translate into maximum reward without change getting in the way? If so, embracing inherent uncertainty in the world is arguably the best way to go about it. Matt Watkinson published his third book this year which explores the concept of probabilistic thinking, systems, determinism and more. We don't really do book reviews, but this one caught the eye of our CEO and needed to be explored. This is Rory Sutherland-esque. In fact, they are both quite close and Rory gives a glowing review of this book. If you don't learn something, you haven't been listening. Start learning...press play

In this episode of The Savvy Dentist Podcast Dr Jesse Green is joined by Matt Watkinson.  Matt Watkinson is an author of three books. The first one is all around the 10 Principles behind Great Customer Experiences.  Matt's second book, The Grid, gives you the Decision Making Tools for Business. And his third book, which is the topic for this episode of The Savvy Dentist Podcast, is about Mastering Uncertainty. We live in an inherently uncertain world, and there's all manner of events happening at any one moment. We need to become comfortable with the idea that making decisions in an uncertain world is going to have some successes from time to time, but equally some failures. In this episode Matt explains how we all can become really comfortable with that relationship with uncertainty.  Matt Watkinson has worked with all manner of organisations. From the FBI … all the way through to Microsoft. Matt's hypothesis is that “success is correlated to your relationship, or how comfortable you are with uncertainty.” Matt & Dr. Jesse discuss what uncertainty actually is. They talk about the biases that we all have. And they talk about why we are compelled to seek certainty. [14:18] - How is your relationship with uncertainty? Do you ever feel afraid when making a decision or when having to step into something unknown?  [22:32] - People like to think that we're operating in some kind of order. Uncertainty scares most people because they don't like to know that no one really knows what's going to happen and that there's a whole lot of randomness in the world. [25:44] - So how do we make decisions in what is predominantly an uncertain world? [33:05] - Your relationship with uncertainty affects how you perceive Success … and Failure. Unless something works out to the letter, exactly as the plan predicted, then some people see that as failure. How you see ‘success' can be directly related to you becoming more comfortable with your relationship with uncertainty.  [39:11] - Have a healthy and enlightened relationship with failure and not getting what we want straight away. You need to be extremely tenacious because when things are a numbers game, your numbers might not come up straight away, so you need to keep rolling the dice. 

In this episode, we discuss various approaches and attributes businesses need to drive innovation and successful digital transformation based on Matt Watkinson's latest book Mastering Uncertainty. Matt's book is a seminal business book of our times as businesses navigate volatile and dynamic shifts in today's economics, culture, technologies, and human experience. Matt is an internationally renowned business author and speaker. He is also the co-founder of the experience design agency Methodical and a venture partner at the VC fund Tiller Partners. Book: ⁠Mastering Uncertainty Business Website: ⁠Methodical Personal Website: matt-watkinson.com Twitter: ⁠mwtknsn Linkedin: https://www.linkedin.com/in/matt-watkinson/ More Episodes: The Limina Podcast Music by TimTaj: ⁠https://timtaj.com⁠⁠ Modern Technologies by TimTaj: ⁠https://timtaj.com⁠ This is Interview by TimTaj: ⁠https://timtaj.com⁠

We live in an age where, on the one hand a wealth of knowledge is literally at our fingertips; we only have to tap our mobile phone to find the answer to almost any question, but, on the other, our obsessive need to know everything now is causing an increasing spiral of anxiety for many of us. Mastering Uncertainty is a theme for today, tomorrow and the rest of our lives. If you are in any kind of leadership position - whether personally or professionally - but especially if you are trying to launch or grow a business in a time of ever-increasing change join Kevin and Matt Watkinson, co-author of Mastering Uncertainty as we talk about how: 1. The element of chances shapes all of our lives.2. We can create our own luck.3. It is possible to launch, grow and manage organizations that thrive in uncertainty.Matt's first book, The Ten Principles Behind Great Customer Experiences, won the CMI's Management Book of the Year, becoming the only book on its topic to win a major award.Matt's second book The Grid, introduced a simple yet powerful model that shows all the factors behind business success on a single page. Recently published by Random House, it was shortlisted for 2019's Management Book of the Year.As a subject matter expert in customer experience, he's been cited by the world's top research firms and given keynote addresses at every kind of organization imaginable. Matt is also a Senior Visiting Fellow at Cass Business School, London.He's the co-founder and CEO of Methodical, a boutique customer experience and strategy consultancy. Methodical does great work for discerning clients who appreciate our deep expertise, work ethic and straightforwardness.Connect with Matt: https://www.linkedin.com/in/matt-watkinson/The podcast is brought to you by Sales Codehelping revenue leaders unlock value in B2B SaaS sales teamsWe welcome your views on our podcast and questions you might have for our podcast guests.Connect with the show host below:Kevin Thiele: https://www.linkedin.com/in/kevinthiele/

This week, we tracked a trail from Tilehurst to Tinseltown to catch one of Reading's finest exports, Matt Watkinson, where he was, and remains, in LA. An internationally renowned author, speaker to a whole host of brands, and consultant on all things CX, product and business, Matt's latest tome, Mastering Uncertainty, explores and advises how to turn this inherent source of anxiety into an advantage. 3 years and almost 100 episodes since his first Call To Action chinwag, Matt talks through a ton of topics; his new book, the fertile void of COVID, piling rice one grain at a time, Rafael Nadal, serendipity, luck surface area, fear of failure, affordable loss, asking yourself ‘what's my downside?', Hungarian expletives, and a treasure trove more.  ///// Follow Matt on LinkedIn Here's his website (“idiotic” side projects included) Check out his three books: Mastering Uncertainty, The Grid, and The Ten Principles Behind Great Customer Experiences And go gorge on our first Call To Action chinwag with Matt here This month we're supporting the award-winning School of Communication Arts to make the very best creative education available to all. They've launched a huge sale across their best-selling courses for agency creatives to fuel diversity in the industry - 20% of sales will go to Brixton Finishing School, all further profits will feed into SCA's scholarship programme for 2023. Head here to see the courses for sale from only £150 per person. And you can listen to SCA Dean, Marc Lewis, talk more about the school and a whole load more, here. Timestamps (03:30) - Quick fire questions (05:00) - Why he wrote Mastering Uncertainty (12:13) - The trivial beginnings of most life-changing events   (17:39) - Trying to get to certainty before you act is a waste of time (26:43) - Luck vs serendipity (30:00) - Fear of failure and uncertainty  (41:28) - The concept of affordable loss (47:28) - What's my downside?  (50:09) - Listener questions  (01:01:58) - 4 pertinent posers  Matt's book recommendations are:  Accelerating Excellence by James A. King Gap Selling by Keenan The Creative Act by Rick Rubin  /////

Matt Watkinson is the CEO of Methodical and the co-author of the new book Mastering Uncertainty. His previous books include The Grid and The Ten Principles Behind Great Customer Experiences, which won the CMI's Management Book of the Year.In this episode, Paul and Matt discuss how embracing uncertainty can help you make better business decisions and have a positive effect on how you view the challenges of everyday life. They also discuss why many of the deterministic principles used in traditional business settings are inherently flawed and look at how leaders and managers that embrace uncertainty can create more rewarding and effective business cultures.For more information on the book Mastering Uncertainty, see - https://www.penguinrandomhouse.com/books/724035/mastering-uncertainty-by-matt-watkinson-and-csaba-konkoly/Order Mastering Uncertainty here.Mentioned Four Thousand Weeks by Oliver BurkemanRate and Review: https://ratethispodcast.com/mrwMaking Remote Work is a podcast focused on how to create hybrid of remote work environments that work well for employees and give employers strategic advantage. The podcast is brought to you by BillionMinds - A Company Focused on Making Remote Work for Everyone.You can sign up to join BillionMinds today for free by visiting www.billionminds.com/getstarted.

When I saw the title of Matt Watkinson's new book, Mastering Uncertainty, earlier this year I jumped at the chance to interview him on the podcast. Matt runs LA based agency Methodical. His first book, The 10 Principles Behind Great Customer Experiences had already been recommended on here by Nick Phipps back in episode 22 […] The post EP75: Mastering uncertainty | Matt Watkinson | Methodical appeared first on Gunpowder Consulting.

Matt Watkinson shares how he's expanded his luck surface area, why it's important to slow down and pay attention, and how to fight organisational ambiguity. Highlights include: ⭐ What did the FBI want to learn about experience design? ⭐ Why is ambiguity the biggest barrier to effective decision making? ⭐ What made you conscious of your own ignorance? ⭐ What gets in the way of people being willing to be wrong? ⭐ Why is it important to be a host and not a guest? ====== Who is Matt Watkinson? Matt is the CEO and Co-Founder of Methodical, an experience design agency that helps customer-centred businesses to develop new products and services and to improve their existing programs and experiences, while delivering greater customer and commercial value. He is also the author of two highly regarded books (soon to be three). His first, “The Ten Principles Behind Great Customer Experiences” put Matt on the map and his second, “The Grid: The Master Model Behind Business Success” was published in 2017, to critical acclaim. Matt has been described by Rory Sutherland, the vice chairman of the Ogilvy & Mather group of companies, as “One of the deepest and most original business thinkers” he has ever come across. And it's this depth and originality that has seen Matt invited to share his ideas at events for companies like Microsoft, Volkswagen, Salesforce, American Express, and Google. ====== Find Matt here: LinkedIn: https://www.linkedin.com/in/matt-watkinson/ Twitter: https://twitter.com/mwtknsn Website: https://www.matt-watkinson.com/ Company: https://www.methodical.io/ ====== Liked what you heard and want to hear more? Subscribe and support the show by leaving a review on Apple Podcasts (or wherever you listen). Follow us on our other social channels for more great Brave UX content! YouTube: https://www.youtube.com/TheSpaceInBetween/ LinkedIn: https://www.linkedin.com/company/the-space-in-between/  Instagram: https://www.instagram.com/thespaceinbetw__n/  ====== Hosted by Brendan Jarvis: LinkedIn: https://www.linkedin.com/in/brendanjarvis/ Website: https://thespaceinbetween.co.nz/ Twitter: https://twitter.com/brendanjarvis/

Joseph Eichler ha costruito più di 11 mila case moderniste negli Stati Uniti del Dopoguerra. In una di queste case è cresciuto Steve Jobs, il quale ha sempre ammesso che il design di quella casa ha influenzato il suo senso estetico. Che ruolo ha avuto il design per Apple? E che ruolo ha nella costruzione di un brand? E quando si può parlare davvero di arte nel branding? Ospiti della puntata: Luisa Bocchietto, architetta e designer, presidentessa della World Design Organization dal 2017 al 2019, e Daniele Basso, artista e autore dell'opera celebrativa per i cent'anni della bottiglietta Contour di Coca-Cola. Bibliografia - Le parole di Steve Jobs sono tratte dal Boston Computer Society General Meeting del 30 gennaio 1984: https://www.youtube.com/watch?v=1tQ5XwvjPmA&t=186s. - L'influenza su Steve Jobs delle case di Eichler e la storia della nascita del Macintosh sono tratti dalla biografia Steve Jobs scritta da Walter Isaacson. - Il libro citato di Matt Watkinson si intitola The Ten Principles Behind Great Customer Experiences, Financial Times Publishing. - La frase di Dori Tunstall è tratta da Brand Thinking and Other Noble Pursuits, a cura di Debbie Millman, Allworth Press. Disclaimer: con alcuni dei siti linkati l'autore ha un'affiliazione e ottiene una piccola quota dei ricavi, senza variazioni dei prezzi al pubblico. La prossima puntata esce venerdì 15 luglio: "Quanto vale un brand", con Lidi Grimaldi, managing director di Interbrand.

Are you a planner? What happens when there is a pivot in that plan? How do you prepare for the ups and downs of your business? The future of CX has changed dramatically since the pandemic. #ERCxChats is out today featuring best-selling author Matt Watkinson and ERC's Stephanie Todd as they discuss how to keep your business ready but also realistic.

There is so much uncertainty in the workplace right now. What does that mean for you, for your business? Best-selling author and customer experience expert Matt Watkinson joins ERC's Stephanie Todd for this thoughtful conversation on #ERCxChats.

Serendipity. What does it mean to you? Watch #ERCxChats featuring best-selling author Matt Watkinson and ERC's Stephanie Todd as they discuss how life's twists and turns play a powerful role in success.

Are you looking to make improvements to your company's customer experience? What does seamless CX look like? Listen #ERCxChats featuring best-selling author Matt Watkinson and ERC's Stephanie Todd as they uncover the truths behind investing in CX and the important role it plays in the future of every brand.

What are the three primary factors that determine your success in customer experience? Learn valuable insight from best-selling author Matt Watkinson of "The Grid" and "The Ten Principles Behind Great Customer Experiences," on #ERCxChats hosted by ERC's Stephanie Todd.

Design repeatable experiences...Once customer service basics have been embedded, Adi believes that the next step is to build value in the repeatability of a consistently great experience – and that takes more than just a great frontline team… “Businesses spend tons of money on marketing and positioning themselves in a way that sets them apart from competitors. Where we often go wrong is not connecting campaigns (telling everyone how good we are) with the service we provide (cold and removed). Sometimes, these two things appear to be two very different parts of the same business.”“When it all goes right - it's important to ask, how did we do that? And how do we improve that? Not just once but every single time, so that what you arrive at is repeatability - an ability to deliver to a high standard over and over again.”> But how?Adi recommends that a good way to start interrogating your business model and customer-centricity (placing the customer at the centre of everything you do) is Matt Watkinson's “Grid”. The Grid provides a structured tool that will help you evaluate where your business is at; determine whether your customer approach delivers the service customers expect; and ensures your strategy is tied into profitability decisions.Adi also recommends familiarising yourself with ‘Design Thinking' (see here for a simple explanation of this method of problem solving) which will help you place people at the heart of every decision and strategy, because “Building a good customer experience does not happen by accident. It happens by design.” (Clare Muscutt)And then evolve...Although Uber's business was understandably affected by the pandemic, Adi also tells us how important Covid has been in learning lessons around continuous and deliberate improvement. Remaining compassionate towards Uber's teams and customers and supporting them through tough times was a high priority, but building products and processes that are sustainable and live on past a crisis also had to be a key focus. “We had to think on our feet, consider the true context for our user base and then look at opportunities to help move the business forward in an unexpected, non-traditional way.”> But how?To achieve this, Adi kept the conversation super practical. “Talking about customer empathy and connection to your senior stakeholders can come across as fluffy or touchy-feely. I always try to take it from very ‘high level' to practical. I base my approach on understanding the customer perspective; concrete data and of course Design Thinking models!”She goes on to share how that played out in her region…“For many of our partners, driving isn't just a ‘side-hustle' but quite often a means to support their entire families. Our drivers hadn't just lost an income source, but their entire income altogether. Armed with this understanding, coupled with deep empathy for our customers who were unable to see their loved ones in person we piloted to launching a brand new parcel delivery service called Uber Connect. It was a fantastic way of ensuring continued business and care for our partners and customers.”Reinvention shouldn't stop at just service… Recognition and reward is super important at Uber. The company has regional and sub-regional recognition programs in place, with one of these, related to drivers, aptly called ‘Customer heroes'. Storytelling around these programs is key - with Uber making sure its people understand why a particular customer engagement or opportunity was so impactful. “But then Covid hit and presented us with an opportunity to rethink our traditional recognition programs and how we recognise the teams tasked with implementing our customer success models. How could we continue to acknowledge a good job when we couldn't be together and share in that success?.” To Adi, that meant a new opportunity to zero in on intrinsic self-esteem and personal development to keep teams motivated and engaged even through the most tiring and toughest of times. > But how?“We've spent lots of effort focussing on personal development and helping (our people) think a little more broadly about their careers – which has created a new understanding of reward. Not just ‘Hey, you've done a great job', but also ‘here's an opportunity to hone your skills'. We have provided our people with opportunities to work on short-term assignments they might not normally experience in their everyday job. This made them feel motivated and excited and in turn, will of course result in them doing a better job at dealing with customers, and supporting the business.”Getting the balance rightCustomise but repeat. Define but evolve. Adi acknowledges that getting the balance right isn't always going to be easy, but that repeatability will help bridge that important ‘space between'. “Design your experiences starting with the customer at the forefront and support your people to provide that experience for every customer, every time.”Some top tips from Uber's Sub-saharan drivers (and riders!)...Tap into warmth and hospitality! “Every single time you come into contact with a customer is an opportunity to engage. Ask your customers if they're ok; find out if they want to listen to music or just sit back and chill. Be that friendly face!”Maximise everyday opportunities“Every day is an opportunity to make a difference. Lost belongings followed up and returned quickly; keys left in the back seat driven across town to make getting inside (and safe) a lot easier - it's the little things that matter.”Encouragement goes both ways “Driving, day in and out, is tiring. A driver shares their energy with you - why not pass the positivity right back! When you see your driver has a ‘5 *' rating, ask them why or simply comment: ‘You must be a really cool person!' It'll make their day.”

Matt is an award-winning author, speaker and consultant on Customer Experience and strategy. As a speaker, he has addressed industry leaders at every kind of organization imaginable, from Microsoft to the FBI. In this episode we talk about how businesses out there are constantly trying to predict the future, to what results? Listen to Matts reflections on how to create a predictable strategy. 

With changes sweeping through most industries, Spencer speaks with Matt Watkinson, author of The Grid, about strategies for anticipating market evolution, adapting to the challenges every business faces and making better decisions.

I had to burn my mic after this show. Seriously. https://www.linkedin.com/in/matt-watkinson/ (Matt Watkinson), CEO & Co-Founder of https://www.methodical.io/ (Methodical), an experience design agency, is just awesome. There are three books that I've read on customer experience (CX) over the last +20 years that have shifted my view on the discipline: https://www.linkedin.com/in/joepine/ (Joe Pine)'s 'https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975/ref=sr_1_1?dchild=1&keywords=the+experience+economy&qid=1629292651&sr=8-1 (The Experience Economy)', https://www.linkedin.com/in/lukewilliamscx/ (Luke Williams)' 'https://www.amazon.com/Wallet-Allocation-Rule-Winning-Battle/dp/B00ZAM9HFM/ref=sr_1_1?crid=29T6HTRU0H6DU&dchild=1&keywords=wallet+allocation+rule&qid=1629292705&sprefix=the+wallet+allocation+%2Caps%2C165&sr=8-1 (The Wallet Allocation Rule)', and Matt Watkinson's 'https://www.amazon.com/Grid-Decision-making-Every-Business-Including-ebook/dp/B01M01HPWC/ref=sr_1_1?dchild=1&keywords=the+grid%2C+matt+watkinson&qid=1629292748&s=audible&sr=1-1-catcorr (The Grid)'. (And this is Matt's second book). On this show, we cover a range of topics, including:

The guest on today's Fireside Chats Without The Fires podcast is the amazing Sandra Thompson. Sandra is PASSIONATE (yes, in capital letter) about how improving emotional intelligence has a huge impact on CX. Sandra shares the 12 elements that make up EI, her experiences of great CX as a result of better EI (Four Season Hotel), and how EI can move agents away from reacting and to responding.Sandra also shares how, in this day and age, everyone needs a Steve, even if it does involve a 3-hour round trip and how the sheer brilliance of Matt Watkinson, author of The Grid,  has encouraged her to increase her knowledge and not to simply accept the status quo.And please don't forget to vote for Sandra! https://cxm.co.uk/cxm-vote-poll/cx-stars-2021-influencers/?fbclid=IwAR3H7xb0xLRVBmGAg0e55zCsP__YmzIt-9NiVrjaYEc9ta-G-gI2bnjIzIUCheck out Sandra's Deck: https://exceedallexpectations.box.com/s/und6npve072bhyn0wz3z8qzvoab5nqq3 Sandra's CX Myth:Empathy is something that front line staff should ‘do’ with during customer interactions.  MYTH.Sandra's CX Quote:Matt Watkinson:  The Grid.2017. pg272. ‘The growth potential from acquiring new customers is typically much larger than from improving retention’  

Matt Watkinson, author of "The Grid" and "The Ten Principles Behind Great Customer Experience" and CEO/Co-founder of Methodical is the guest on today's Fireside Chats Without The Fires Podcast. Matt talks with great detail about his take on CX and which companies, such as Patagonia, have got it right and why they have got it right.Matt's rare talent and expert insights allow him to look at opportunities for companies to improve in a slightly different way than the norm. Charming and down-to-earth, Matt has the ability to peel back the layers of the onion and then to pinpoint areas of improvement in simplistic terms.

Matt Watkinson was talking about customer experience even before it became a boardroom buzzword. In fact by 2012, he'd already written a famous book on the topic. As a successful author and practitioner in the field of CX for over a decade, he's someone who looks at the discipline from a much wider perspective than most. This multi-disciplinary approach to his craft makes him deadly effective when it comes to solving business problems. Similar to me, he doesn't focus on the CX that just sounds good, but the type that helps improve commercial performance. He's well-read and highly intellectual, so in this episode we get to delve into many areas aide from the topic at hand. So if you're interested in the broader connections between marketing, strategy, growth or finance, this discussion is highly relevant. Which hotel did he say in that costs $14000 per night and what is the secret to a good whisky? What is his personal history with Ogilvy god, Rory Sutherland? What is the CX holy trinity, and the fuse box project tactic? What's the fail-safe way to create your own buzzword and why are they are so prolific? Which of the 450+ books in the field of CX which Matt has read, does he recommend you read? Which statement about CX made him very unpopular in some circles? What's the one thing you shouldn't forget to do if you're ever invited to speak at an event? What's the difference between a CX practitioner vs an expert? The easy way to spot the difference. What is the one customer feedback question every hotel (and every business for that matter) should be asking their customers but fail to do so? What mistakes did he make when writing his books which he would change? All of this and more answered in a long, but 'worth it' episode - especially if you like whisky. For more info about references and mentions during this episode and the trailer, visit here

We’ve masqueraded as a waiter with dreams of Hollywood this week to catch LA’s finest CX designer Matt Watkinson. Matt is co-founder and CEO of Methodical and an internationally renowned author, speaker, and consultant on customer experience and business strategy, speaking at events for the likes of Microsoft, Salesforce, American Express, and the FBI. His first book, The Ten Principles Behind Great Customer Experiences, won CMI’s Management Book of the Year, and his second book, The Grid, was shortlisted for 2019’s Management Book of the Year. He talks to us on his very unique early career path (he has never actually been employed), how designing an award-winning website for Argos launched him into the UX and ultimately the CX stratosphere, 10 CX principles to follow, his books, his frustrated dreams of being a pianist and so much more. Go gorge and enjoy. ///// Follow Matt on LinkedIn (https://www.linkedin.com/in/matt-watkinson/) . And on Twitter (https://twitter.com/mwtknsn) . Here is Methodical’s website (https://www.methodical.io/) . Watch Matt's COVID-19 Business Battle Plan (https://www.isolatedtalks.com/talks/covid-19-business-battle-plan/) and support ISOLATEDTalks.com (https://www.isolatedtalks.com/) .   Matt has written two books: The Grid (https://www.amazon.co.uk/Grid-Decision-making-Every-Business-Including/dp/1847941885) The Ten Principles Behind Great Customer Experiences  (https://www.amazon.co.uk/Principles-Behind-Customer-Experiences-Financial/dp/0273775081) Book Recommendations: Thinking in Systems (https://www.amazon.co.uk/Thinking-in-Systems-A-Primer/dp/B07FWCT1ZD/) by Donella H. Meadows The Nature of Technology (https://www.amazon.co.uk/Nature-Technology-What-How-Evolves/dp/0141031638) by W. Brian Arthur Financial Intelligence (https://www.amazon.co.uk/Financial-Intelligence-Entrepreneurs-Numbers-Harvard/dp/1422119157) by Karen Berman Mastery (https://www.amazon.co.uk/Mastery-Robert-Greene-Collection/dp/178125091X/) by Robert Greene /////

A tool to help us make better decisions and improve business, customer and employee outcomes - Interview with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about his new book: The Grid: The Decision-making Tool for Every Business (Including Yours), why he wrote it, what problem it solves and what we can learn from it.

NOTAS EPISODIO PILOTO¡Hemos lanzado el primer episodio de este nuevo proyecto! Hoy conocimos los temas eje por los cuales navegará nuestra reflexión; te he hecho la invitación a sumarte, de viva voz, a la conversación marcando la expectativa que un programa como este te despierta. Recuerda que incluimos un regalo promocional para los primeros 10 valientes que quieran sumarse a amalgamar esta experiencia de conversación. Deberás enviar un audio de no más de 3 minutos a hsampieri@hazyaprende.com Te compartí hoy mis razones para adentrarnos en el podcasting, un poco a partir de mi experiencia dentro de [Coaching Lab México](www.coachinglabmexico.org), y de mi propia afición al mundo del podcasting. Recomendamos, dentro del libro sugerido de esta semana (una primera sección dentro de nuestra conversación), el texto “The Grid. La cuadrícula” de Matt Watkinson, publicado por Empresa Activa; una valiosa herramienta para animarte a tomar todo tipo de decisiones. Puedes encontrarlo en Amazon. Por último, hemos compartido las próximas presentaciones de “Favoreciendo tu productividad” para Xalapa, Veracruz, el 09 de noviembre y para CDMX el día 15 de noviembre. Puedes entrar en contacto por correo para solicitar más información y reservar tu lugar al correo hsampieri@hazyaprende.comNos escucharemos en una nueva semana. ¡Hasta pronto y hasta siempre!

NOTAS EPISODIO PILOTO¡Hemos lanzado el primer episodio de este nuevo proyecto! Hoy conocimos los temas eje por los cuales navegará nuestra reflexión; te he hecho la invitación a sumarte, de viva voz, a la conversación marcando la expectativa que un programa como este te despierta. Recuerda que incluimos un regalo promocional para los primeros 10 valientes que quieran sumarse a amalgamar esta experiencia de conversación. Deberás enviar un audio de no más de 3 minutos a hsampieri@hazyaprende.com Te compartí hoy mis razones para adentrarnos en el podcasting, un poco a partir de mi experiencia dentro de [Coaching Lab México](www.coachinglabmexico.org), y de mi propia afición al mundo del podcasting. Recomendamos, dentro del libro sugerido de esta semana (una primera sección dentro de nuestra conversación), el texto “The Grid. La cuadrícula” de Matt Watkinson, publicado por Empresa Activa; una valiosa herramienta para animarte a tomar todo tipo de decisiones. Puedes encontrarlo en Amazon. Por último, hemos compartido las próximas presentaciones de “Favoreciendo tu productividad” para Xalapa, Veracruz, el 09 de noviembre y para CDMX el día 15 de noviembre. Puedes entrar en contacto por correo para solicitar más información y reservar tu lugar al correo hsampieri@hazyaprende.comNos escucharemos en una nueva semana. ¡Hasta pronto y hasta siempre!

Dan Fine is a customer experience professional who has worked on brands like NAB, Telstra, Sensis, and Vic Roads. In this episode you’ll learn how to define the role of a customer experience professional, plus you’ll discover many tips and resources that you can use on your journey to becoming a great CX pro.   Resources mentioned: Service Design Show (podcast). Why Service Design Thinking (podcast). This is HCD (podcast). General Assembly (course). Academy XI (course). Customer Experience Professionals Association This is Service Design Thinking (book), by Marc Stickdorn and Jakob Schneider. The Field Guide to Human-Centered Design (book), by IDEO. The Ultimate Question 2.0 (book), by Fred Reichheld and Rob Markey. Beyond the Ultimate Question (book), by Bob Hayes. Bulletproof Radio (podcast), with Dave Asprey. Influencers (podcast), by Jon Levy Closing the Delivery Gap (research), by Bain and Company   Additional Resources: The Ten Principles Behind Great Customer Experiences (book), by Matt Watkinson. Outside In: The Power of Putting Customers at the Center of Your Business (book), by Harley Manning and Kerry Bodine. Gamestorming: A Playbook for Innovators, Rulebreakers, and Changemakers (book), by Dave Gray, Sunni Brown, and James Macanufo. Xplaner (website). Strategyzer (website). Service Design Tools (website).   Key takeaways (starts at 30:35): Any CX initiative needs to be driven by the CEO. Present ideas with 51% confidence but 100% conviction. Treat survey data like an asset. Close the delivery gap between what you think you know and what the customer experiences.

Matt Watkinson described Nigel Wilcockson, publishing director at Random House Business Books and his own editor, as the brains behind many of the best business books he'd ever read. Nigel is more modest about his role: 'a good editor is more like a mentor... there in the background to offer advice'. But that advice can make all the difference. Business book authors are busy people, and while they may be used to writing blog posts or sales copy, a full-length book is a very different animal. Nigel helps his authors tackle issues such as structure and what he describes as 'short-breathedness', getting all your ideas across as quickly as possible.  This is a fascinating insight into the hard work that goes into making the world's best business books so deceptively easy to read. There are also invaluable tips for anyone thinking about pitching themselves and their book to the top business book publishers.  

This week Senior Behavioural Strategist Dan Bennett sat down with author Matt Watkinson to discuss his recent book The Grid: The Decision-making Tool for Every Business (Including Yours). Follow us @ogilvychange Like us on www.facebook.com/OgilvyChange/ Sponsor SoundLounge soundlounge.co.uk/

'If you want to be a good designer, you don't really bring an ego to the work, you listen to what people say and you try and design the most customer-centric thing that you can and I've tried my best to bring that mentality to writing. A book ultimately is a product.' Matt Watkinson's first book, The Ten Principles Behind Great Customer Experiences, won the CMI Management Book of the Year award, so it's clear this approach is working well for him.  In this interview he explains how he set about writing his new book The Grid: The Decision‑Making Tool for Every Business (Including Yours). When he was asked at a conference what his second book would be, Matt answered "Oh it's a single model that's going to explain all the factors that make a business succeed or fail and it'll fit on a single page." The entire audience burst into hysterical laughter, but he was quite serious.  This is a superb example of how a distinctive model can underpin a book, and also a generous, entertaining interview.  You'll also hear the suppressed squeal in my voice as I announce some big news of my own... 

The conversation with Matt Watkinson, author of “The Ten Principles Behind Great Customer Experiences” continues in this episode.  It literally picks up right where it left off.  This talk gets into the topics of Expectations, the Peak End Rule and the Zone of Tolerance.   Maybe you’ve never heard of some of those phrases before,...

What is a great customer experience? How can you implement it into healthcare? Find out in this interview with author Matt Watkinson.