With seventy percent of online buyers abandoning their shopping before checkout, how can you create a frictionless customer journey that only takes ten seconds?

In this episode of All About Business, James Reed speaks to customer experience expert Todd Unger.

Todd reveals why most customer journeys don’t work, how low-cost AI can help you understand your customers better, and the hit Ariana Grande song that could transform your approach to customer experience.

Todd Unger is the Chief Experience Officer at the American Medical Association, overseeing membership, marketing and customer experience initiatives. His book, the ten-second customer journey explains how you can rapidly convert customers online, drawing on Todd’s 30 year career in marketing and customer experience.

02:00 Meet Todd Unger: Chief Experience Officer

03:27 The evolution of Customer Experience

08:04 The four points of CXO

10:50 The importance of frictionless experience

18:07 Building effective digital services

24:10 Building a culture of testing and experimentation

26:17 The role of AI in modern testing

26:44 AI's impact on the 10 second customer journey

28:03 Leveraging technology partners for AI

34:29 Practical applications and future of AI

45:17 Customer experience advice for entrepreneurs

48:27 Reed interview round

Follow Todd Unger on LinkedIn

Visit Todd Unger’s website: https://www.toddunger.com/

Buy Todd Unger’s book

Follow James Reed on LinkedIn

All About Business is brought to you by Reed Global. Learn more at: www.reed.com

This podcast was co-produced by Reed Global and Flamingo Media. If you’d like to create a podcast to elevate your brand, visit Flamingo-media.co.uk

Being a socially conscious business is becoming more and more important, but can it really help you grow your brand long-term?

In this episode of All About Business, James Reed sits down with Centre for Social Justice CEO and proud Leeds native, Andy Cook. They explore the unseen world of philanthropy, why small charities are often more powerful, the best interview questions to ask future employees, and the steps you can take to become a brand locals love.

Andy is CEO of The Centre for Social Justice, an award-winning organisation that aims to solve Britain’s most pressing social issues through political change. Hailing from Leeds, Andy founded another award winning charity that helped disadvantaged youth across the Midlands. Since then, he’s become an advisor to several leading philanthropists and CSJ has been awarded social policy Think Tank of the Year for the last 2 years.

1:56 - Introducing Andy Cook - CEO for the Centre for Social Justice

2:48 - The Centre for Social Justice

8:43 - The five areas of help that affect Society

9:58 - The Big Give

13:38 - The importance of giving people opportunities

16:56 - The power of smaller charities

19:04 - Where do donations go and how to make the process better

21:07 - Should businesses engage more with philanthropy?

25:35:00 - The Kickstart Program

27:40:00 - Finding a balance between education and employer's needs

31:36:00 - The Centre for Social Justice Foundation

34:36:00 - Why businesses should be more involved in the education system

38:18:00 - How you can help

40:10:00 - Reed interview segment

41:50:00 - Wrap up and final thoughts

Find out more about the CSJ

Follow Andy on LinkedIn

Register for the Green Match Fund

Donate to a cause you care about

Follow James Reed on LinkedIn

All About Business is brought to you by Reed Global. Learn more at: www.reed.com

This podcast was co-produced by Reed Global and Flamingo Media. If you’d like to create a chart-topping podcast to get your brand heard, visit Flamingo-media.co.uk

Talent and customers aren’t just looking at the product or service your company provides. They’re choosing organisations with purpose over those who only prioritise profit.

In this episode of 'All About Business,' James is joined by Becky Willan, CEO of Given, part of Anthesis. They explore the importance of implementing purpose into the heart of your business,, the impact of ESG and sustainability on brands, and practical steps for organisations to align profit with meaningful societal impact. Becky shares her journey from working at Body Shop to founding Given, and discusses how companies like John Lewis and Lloyd's Banking Group are navigating purpose-driven transformations.

01:31- Introduction

02:26- Meet Becky Willan

03:13- Defining Purpose in Business

03:48- The Journey of Given

07:41- Implementing Purpose in Organisations

11:32- Case Study: John Lewis Partnership

20:31- Case Study: Lloyd's Banking Group

24:01- Advice for Entrepreneurs

29:54- Evidence of Purpose-Driven Business Success

31:25- Purpose vs. Philanthropy: Understanding the Difference

33:52- Reed's Purpose-Driven Philanthropy Model

34:54- Steps to Implementing Purpose in Your Organisation

36:44- The Importance of Employee Engagement and Culture

40:14- Challenges and Pitfalls in Purpose-Driven Organisations

42:54- Case Study: Centrica's Purpose Transformation

49:49- IKEA's Purpose and Philanthropy

51:35- Personal Reflections and Future Aspirations

53:56- Conclusion and Final Thoughts

Find out more about Given

Follow Becky on LinkedIn:

Follow James on LinkedIn



All About Business is brought to you by Reed Global. Learn more at: www.reed.com

This podcast was co-produced by Reed Global and Flamingo Media. If you’d like to create a chart-topping podcast, visit Flamingo-media.co.uk