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Five blind spots that get in the way of customer understanding and growth –...
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data […] The post Five...
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Is the Law of the Instrument hindering enterprise AI investments?
Two recent studies found that many enterprises are currently experiencing mixed results with their AI initiatives and investments. For example, Accenture examined over 2,000 generative AI projects and...
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SRM and why it matters to growth and customer experience – Interview with...
Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer […] The post SRM and...
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Accelerating legacy transformation with Pega’s Blueprint solution
Late last year, while attending an Applied Strategic Foresight course at the Copenhagen Institute for Future Studies (CIFS), I learned about a model called the Futures Triangle. […] The post...
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Employee understanding and cracking the code of a better employee experience...
Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast […] The post Employee understanding and cracking the code of...
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From one-shot answers to continuous outcomes: Why CX leaders need...
This is a guest post by Indresh Satyanarayana, VP Product & Technology Labs, Aquant The paradox of GenAI in service Generative AI has swept through […] The post From one-shot answers to...
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Without context, an insight is worth nothing – Interview with Jochem van der...
Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer […] The post Without...
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REDUX: What would happen if contact centre agents salaries were doubled?
Recently, I came across Marc Bernstein’s podcast conversation with Sam Wilson, CEO of 8X8, about reimagining the contact centre. In their conversation, Sam cited some US […] The post REDUX: What would...
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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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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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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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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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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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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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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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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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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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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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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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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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