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Print-era thinking is holding personalization efforts back – Interview with...
Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI […]...
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Factors driving the gap between customer expectations and satisfaction
Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving...
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If it matters for your customer, it’s important – Interview with Tara DeZao,...
Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […] The post If it matters for your...
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AI and employment law gaps: Three ways businesses can navigate current and...
This is a guest post by David Banaghan who is the Interim CEO at Occupop. According to Government research, one in six organisations now uses AI […] The post AI and employment law gaps: Three ways...
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Building customer loyalty and a human connection in an increasingly...
Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become […] The post Building customer loyalty...
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Four ways businesses can adopt AI to connect successfully with Gen Z
This is a guest post by Gary Clark a snowsports business expert and Academy Director at SIA Austria. Wielding an estimated $150 billion purchasing power globally, […] The post Four ways businesses...
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Within five years, contact center agents will become contact center...
Today’s interview is with Sam Wilson, the CEO of 8×8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs […] The post Within five years, contact center...
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NICE’s 1CX could be a game-changer for solving knotty customer problems
Imagine that one of your customers is experiencing a problem with a product or service that they have purchased from your company. Wanting to find a […] The post NICE’s 1CX could be a game-changer for...
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There are major tectonic shifts taking place in the outsourcing space right...
Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all […] The post There...
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The ‘Always On’ culture: 5 ways businesses can mitigate the impact
This is a guest post by David Banaghan who is the Interim CEO at Occupop. The CIPD’s 23rd annual Health and Wellbeing at Work report will […] The post The ‘Always On’ culture: 5 ways businesses can...
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The five promises of personalization – Interview with Mark Abraham and David...
Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to […] The post The five promises of...
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Addressing the aging workforce crisis in field service management
Recently, I spoke to Shahar Chen, co-founder and CEO of Aquant, a field service management software provider, about some new research they had just published. One […] The post Addressing the aging...
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Basketball, false hustle and metrics that matter – Interview with Thomas...
Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation […] The post Basketball,...
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The big list of little things that destroy your customer experience (reprise)
I shared this quote on Instagram the other day….. View this post on Instagram A post shared by Adrian Swinscoe (@punk_cx) and it reminded […] The post The big list of little things that destroy...
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The third wave of customer support – Interview with Natasha Ratanshi-Stein of...
Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Natasha joins me today to talk about the […] The post...
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Is channel snobbery holding back brands’ customer experience efforts?
I had a fascinating discussion with Dan Bennett, Senior Partner, Head of Behavioural Science at Ogilvy Consulting, the other day, where he introduced me to the […] The post Is channel snobbery holding...
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Unlocking Growth: Key Insights from HubSpot’s GROW Europe 2024 Event
I’ve followed HubSpot’s progress over the years from them pioneering the inbound marketing space over 15 years ago to where they are now a provider of […] The post Unlocking Growth: Key Insights from...
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It’s not about the customer’s journey with our platform, it’s about the...
Today’s interview is with Nadine Macklin, who is the Vice President of Customer Success at CARTO, a leading Location Intelligence platform, that enables organizations to use […] The post It’s not...
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Broken funnels, flywheels and human messaging – Key insights from HubSpot...
Today’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall […] The post Broken funnels,...
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Cutting through the noise to get to the reality of customer service AI
Every December for the last five years, I’ve compiled a set of predictions about what is likely to happen in the customer experience space in the […] The post Cutting through the noise to get to the...
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