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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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