Leadership Interviews | Innovation and Thought Leaders

This page contains a comprehensive list of interviews Shmula.com has held with business leaders, innovation thought leaders, and customer experience practitioners. It’s my hope that the words found in these interviews may be helpful to you in some small degree.

Interviews with Customer Experience Experts

rackspace hosting, net promoter score Rackspace Interview on Customer Experience: We interviewed Mark Roenigk on June 10, 2013. We discussed the Net Promoter Score and also topics around process improvement and how Rackspace places the customer first.
shep hyken, cult of the customer Shep Hyken Customer Service Interview: We interviewed Shep Hyken on June 3, 2013 and discussed topics close to his heart – the customer. We focused our discussion on customer service and how focusing on the customer is strategic, not just tactical.
annette franz gleneicki, customer experience management consultant Annette Franz Gleneicki on Customer Experience Strategy: Annette Gleneicki is a customer experience thought leader and Director at Confirmit, a voice of the customer platform. We discuss her thoughts on customer experience and the direction of the overall field.
michel falcon, shmula Michel Falcon on Improving the Customer Experience: Michel Falcon is a former executive at 1800GOTJUNK and was the person who propelled 1800GOTJUNK to become a customer service powerhouse. In this interview, we discuss what he did and the lessons he learned.
genroe, adam ramshaw Adam Ramshaw, a customer experience consultant with Genroe, explains the relationship between continuous improvement and customer experience.


Leadership Interviews

aza-raskin-interview Interview with Aza Raskin, on the Humane Interface. He discusses Agile Software Engineering. Then, in a later interview Aza Raskin discusses the “infinite scroll” approach to Google search results. In part 3, Aza Raskin shares his thoughts on Feature Bloat (aka, “Featuritis”) and how to overcome it. In part 4, Aza Raskin describes the concept of Quasimodal Design and how to implement it in our software projects. Finally, Aza Raskin explains the role of Poka Yoke in the User Experience and why Lean should be applied to software engineering and knowledge work in general.
Video thumbnail for youtube video Implementing Lean Software Development | Mary Poppendieck | Book Review In this multi-part interview with Mary Poppendieck, the pre-eminent evangelist and teacher for Lean for Software, explains Lean Software Engineering. Then, Shmula.com readers were able to ask her questions of their own – read them here as Mary Poppendieck’s Answers to ALL Readers’ Questions, which includes questions such as Should Lean be Top-down or Bottom-up?. Then, another Interview with Mary Poppendieck. Then, Another interview with Mary Poppendieck where she explains Lean Software Engineering to a Lean Six Sigma audience. Plus, here’s the Original Article to Ask Mary Poppendieck Anything. Finally, Mary considers the idea of “handoff” and how that’s such a big problem in software projects - Mary Poppendieck on the Handoff and Waste
interview with gauri nanda, clocky The inventor of Clocky, Gauri Nanda, shares with us her thoughts on innovation and the birth of Clocky.
GretchenRubin In March 2010, I held a 2 part series of interview with Gretchen Rubin, the author of the Happiness Project. Her answers to reader’s questions on a variety of topics centering on happiness will enlighten you. Gretchen Rubin, the author of The Happiness Project, shares with us here thoughts on how to be happy and what our part is in choosing to be happy.
how to be happy, happy study Gretchen Rubin, the author of The Happiness Project, answers questions on happiness. This is Part 1 of 2. And, In part 2 of 2, Gretchen Rubin, the author of the Happiness project answers more questions on how to be happy.
spencer rascoff interview with shmula.com and pete abilla Spencer Rascoff, the CEO of Zillow, shares with us his thoughts on this interview with Zillow back in June 2006.
josh coates interview with pete abilla Josh Coates, the founder of Mozy, shares with us jokes and the innovation behind Mozy.
interview with lloyd hildebrand, telemedicine, inoveon Lloyd Hildebrand describes Diabetic Retinopathy and how his company, Inoveon, a Telemedicine Company, aims to eradicate diabetic retinopathy.
ryan kiskis interview Ryan Kiskis of xFire, the developer of World of Warcraft, explains his thoughts on innovation.
brian hansen, kaboodle interview with pete abilla, shmula Kaboodle, was clearly the predecessor to Pinterest. We learn about Kaboodle and the innovation behind it.
 mark jen, fired from google, interview with pete abilla of shmula.com Mark Jen, VP of Product Management at Plaxo, a Contact management company, the predecessor to Linkedin speaks to us about innovation and the business of business networking.
 sam clemens, interview with shmula.com Bzzagent, the word of mouth marketing company, explains the power of the buzz.


Interview with Tony Hsieh, CEO of Zappos

tony-hsieh-shmula-pete-abilla In December 2008, I was fortunate enough to interview Tony Hsieh, CEO of Zappos. In a 5 part series of interviews, we discuss the Zappos strategy and Tony answers questions on why he chooses to focus on the customer and how he sees that as strategic. Interview Questions from shmula.com blog readers
tony-hsieh-biography-las-vegas-fund-3 Tony Hsieh, CEO of Zappos, Part 1
tony-hsieh-biography-las-vegas-fund-1 Tony Hsieh, CEO of Zappos, Part 2
tony-hsieh-biography-las-vegas-fund-2 Tony Hsieh, CEO of Zappos, Part 3
tony-hsieh-interview-pete-abilla Tony Hsieh, CEO of Zappos, Part 4
tony-hsieh-biography-las-vegas-fund-4 Tony Hsieh, CEO of Zappos, Part 5