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From numbers to narratives: The power of customer engagement
Traditionally, when a CFO gets promoted to the position of CEO, it’s not uncommon to expect the firm to take a more analytical approach and, perhaps, […] The post From numbers to narratives: The power...
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The art and the science of listening – Interview with Zig Serafin, Brad...
Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recent X4 2025: The Experience […] The post The art and the...
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SundaySky removes the barriers to expanded use of video in CX
Eleven years ago, I spoke to the folks at SundaySky about the innovative ways they were using video to improve customer experience. Specifically, they were pioneering the development of SmartVideo […]...
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AI-driven search volumes are exploding and what brands should be doing about...
Today’s podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk […] The post AI-driven search volumes are...
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Navigating the Paradox of Personalisation: Meeting Customer Expectations Amid...
For more than a decade now, customer experience has been central to many brands’ strategies as a strategic and competitive differentiator. As a result, you will […] The post Navigating the Paradox of...
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Starting a resolution revolution – Interview with Tom Eggemeier, Adrian...
Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk’s recent Relate event, which took […] The post Starting a...
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Unpacking the voice assumptions that are holding back many CX efforts
Millennials and Generation-Z don’t want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty […] The post Unpacking the voice assumptions that are...
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Legacy transformation, agentic AI and how to get it right – Interview with...
Today’s interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk […] The post...
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Key insights from Adobe Summit on agentic AI and B2B innovation
Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobe’s annual customer event. Last year‘s event was dominated by news […] The post Key insights from Adobe Summit on...
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Why businesses need to invest in both brand and customer experience –...
Today’s interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be […] The post Why businesses need to invest in...
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Agentic AI and building connections with customers in the moments that matter
We are social beings and, as such, our connections are important to us. Moreover, our connections to other people get stronger when they show up in […] The post Agentic AI and building connections...
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Omnichannel was a myth – Interview with Gaurav Passi of Zingly
Today’s interview is with Gaurav Passi, CEO of Zingly. He joins me today to talk about some research that they have recently conducted about FORO (the […] The post Omnichannel was a myth – Interview...
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Here comes the customer service resolution revolution
When Mikkel Svane and his co-founders, Morten Primdahl and Alexander Aghassipour, founded Zendesk in 2007, they aimed to revolutionize customer service by creating beautifully simple software that...
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Lush’s Journey: Balancing Innovation, Empathy, and Customer Care – Interview...
Today’s interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk’s […] The post Lush’s Journey: Balancing...
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Marketers underestimate how loyal customers are and don’t understand what...
In December of last year, as part of my annual predictions piece, I wrote that many consumers have faced a tough time economically over the last few […] The post Marketers underestimate how loyal...
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Customer-centric innovation and Amazon’s PRFAQ – Interview with Marcelo Calbucci
Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting […] The post...
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Low intent, high value: Why casual browsers matter more than you think
This is a guest post by Dave McEvoy, the Director and founder of DMAC Media. When browsing online for a product or service, most of us […] The post Low intent, high value: Why casual browsers matter...
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The future of CX and agentic CX – Interview with Sid Banerjee of Medallia
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid […] The post The future...
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How a healthcare insurer got automation right by putting its clients first
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […] The post How a healthcare...
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Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI
Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […] The post Voice still...
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