Punk CX: Customer Experience Insights with Adrian Swinscoe
Episodes
Moving past bolt-on AI to strategic reimagination - Interview with Don Schuerman of Pega
17 Apr 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast features a recent chat I had with Don Schuerman, who is CTO and Head of Marketing at Pegasystems. Don and I h...
Experience is Everything - Interview with Jeannie Walters
09 Apr 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast features a recent chat I had with Jeannie Walters, who is the Founder and CEO of Experience Investigators, an...
The unstructured data revolution in CRM - Interview with David Roberts of SugarCRM
02 Apr 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast features a recent chat I had with David Roberts, President and CEO of SugarCRM, the sales CRM platform focuse...
Closing the experience gap - Interview with Qualtrics executives from X4
26 Mar 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast features a series of interviews that I conducted at Qualtrics’ recent X4 event in Seattle and features conv...
The enduring and evolving ‘craft’ of customer support - Interview with Nick Francis
19 Mar 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast features Nick Francis, one of the co-founders of Help Scout, a leading customer support platform, who after o...
How executives can turn fragmented CX efforts into enterprise-wide customer obsession - Interview with Ray Gerber
14 Mar 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast features Raymond Gerber, the Co-Founder of the Institute for Journey Management (I4JM), Founder of JourneyCen...
More Than A Motto - Interview with Justin Robbins of Metric Sherpa
05 Mar 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast features Justin Robbins, Founder & Principal Analyst at Metric Sherpa, Inc and a newly minted author. Jus...
The split personality disorder plaguing many brands - Interview with Ping Wu of Cresta
26 Feb 2026
Contributed by Lukas
Today’s episode features a chat I had recently with Ping Wu, CEO of Cresta. We chat about a range of issues, including how many brands seem to be su...
Transforming experience for business outcomes - Interview with Sid Banerjee, Mike Murchison and Paloma Paraja
19 Feb 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast features three interviews I recorded whilst at Medallia’s Experience event in Las Vegas on the 10th, 11th a...
The dangers of a CCaaS monoculture - Interview with Paul Hughes of Mitel
12 Feb 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast features Paul Hughes, who is Head of Direct Sales for the UKISA region at Mitel, where he helps organisations...
Loyalty is the core economic engine - Interview with Sara Richter and Fred Reichheld
05 Feb 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast features Sara Richter, CMO at SAP Emarsys, and Fred Reichheld, Creator of the Net Promoter System®, Bain Fel...
Accessibility drives customer acquisition - Interview with Joel Kellhofer of SignWow
29 Jan 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Joel Kellhofer, CEO of SignWow, which offers business BSL solutions, including Video Relay Service &a...
From product-led innovation to a service-led experience model - Interview with Deborah Honig of Samsung UK & Ireland
22 Jan 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Deborah Honig, Chief Customer Officer at Samsung UK & Ireland. Deborah joins me today to talk abo...
Automate problems, not just symptoms - Interview with Nick Clark of BCG
15 Jan 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Nick Clark, a Partner & Director in the Service & Support Operations practice at Boston Consu...
Describing yourself as ‘AI-first’ is a mistake - Interview with Chris Morrissey of Zoom
09 Jan 2026
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Chris Morrissey, who is the General Manager and Global Head of CX Sales & Go-To-Market at Zoom, ...
Brands should avoid making Gen AI or chatbots their sole frontline - Interview with Phil Regnault of PwC
18 Dec 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Phil Regnault, Marketing Transformation Partner at PwC & PwC’s Adobe Alliance Leader. Phil and...
Douglas Adams’ Babelfish concept just got much closer - Interview with Sharath Keshava Narayana of Sanas
11 Dec 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Sharath Keshava Narayana, CEO and Co-Founder of Sanas, which provides a real-time speech understandin...
Twilio's secret sauce and CarFinance247's road to success - Interviews from Twilio SIGNAL London 2025
04 Dec 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast a two-parter that I recorded while attending the Twilio SIGNAL event in London on November 19th. My first gue...
Are machines making marketers more human? - Interview with Elizabeth Maxson of Contentful
25 Nov 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast features a discussion I recently had with Elizabeth Maxson, CMO at Contentful, a digital experience platform ...
Why you need the I4JM in your life - Interview with Mark Smith and Ray Gerber
21 Nov 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast features a discussion I recently had with Ray Gerber and Mark Smith, Co-Founders of the Institute for Journey...
CX is reaching a tipping point - Interview with Jonathan Rosenberg of Five9
13 Nov 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast features a discussion I recently had with Jonathan Rosenberg, who is the Chief Technology Officer and head of...
How Vodafone, Rabobank and others are driving meaningful results with AI - Interview with Matt Healy of Pega
06 Nov 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast features a chat that I recently had with Matt Healy, Senior Director of Product Marketing at Pega, where we t...
Equip people with AI to enable them to lead with emotional intelligence - Interview with Miranda Collard of TP
30 Oct 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast features a chat that I had with Miranda Collard, who is the CEO of the Americas at TP (formerly Teleperforman...
Some of the most innovative brands in the world are using AI to create a service dividend - Interview with Tom Eggemeier of Zendesk
23 Oct 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast features a chat that I had with Tom Eggemeier, the Chief Executive Officer of Zendesk, following the conclusi...
The terms deflection and containment should be banned - Interviews from Cisco's WebexOne
16 Oct 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast is a three-part episode featuring conversations I had with Vinod Muthukrishnan, the VP & COO for the Webe...
The State of Customer Engagement - Interview with Chris Koehler of Twilio
09 Oct 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast features Chris Koehler, the Chief Marketing Officer at Twilio. We discuss Twilio’s recently published State...
Closing the CX chasm - Interview with Jamie Anderson of UserTesting
02 Oct 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast features Jamie Anderson, Chief Revenue Officer of UserTesting. Jamie joins me today to talk music, the mismat...
Creating a customer service system that scales without losing authenticity - Interview with Ty Givens of CX Collective
25 Sep 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Ty Givens, who is the Founder and CEO of CX Collective, where she partners with ambitious brands to b...
Think you know Gen Z? Think again - Interview with Matt Powell of Great State
18 Sep 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Matt Powell, Creative Director at Great State, a digital product and service design agency. Matt join...
Why most brands build chatbots backwards - Interview with Sophie Cheng of Sinch
03 Sep 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Sophie Cheng, the Senior Vice President of Product Marketing at Sinch, the global CPaaS (Communicatio...
The value of hyperpersonalization and the state of CX - Interview with Greg Kihlström of The Agile Brand
27 Aug 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Greg Kihlström from The Agile Brand. Greg is a best-selling author, speaker, and entrepreneur, and s...
Envisioning a personal AI agent for every customer - Interview with Malte Kosub of Parloa
20 Aug 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Malte Kosub, the co-founder and CEO of Parloa, a provider of an enterprise-grade AI agent management ...
Transforming CX with predictable AI and workflow automation - Interview with Rebecca Miller of Pega
06 Aug 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast is with Rebecca Miller, Senior Product Strategy Manager in the customer service and sales automation division...
Overcome incrementality by reimagining customer and agent experience - Interview with NiCE's CEO and Staysure's COO
31 Jul 2025
Contributed by Lukas
Today’s episode of the Punk CX podcast features two interviews. The first is with Scott Russell, CEO at NiCE, a provider of AI-driven customer servi...
Five blind spots that get in the way of customer understanding and growth - Interview with Toni Keskinen of 180ops
22 Jul 2025
Contributed by Lukas
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform buil...
SRM and why it matters to growth and customer experience - Interview with Ryan Hamilton
17 Jul 2025
Contributed by Lukas
Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-...
Employee understanding and cracking the code of a better employee experience - Interview with Annette Franz
08 Jul 2025
Contributed by Lukas
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 and appe...
Without context, an insight is worth nothing - Interview with Jochem van der Veer of TheyDo
26 Jun 2025
Contributed by Lukas
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 ...
Voice still reigns in customer service - Interview with Nikola Mrkšić of PolyAI
16 Jun 2025
Contributed by Lukas
Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. W...
The future of CX and agentic CX - Interview with Sid Banerjee of Medallia
09 Jun 2025
Contributed by Lukas
Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management soluti...
Customer-centric innovation and Amazon's PRFAQ - Interview with Marcelo Calbucci
30 May 2025
Contributed by Lukas
Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book:...
Lush’s Journey: Balancing Innovation, Empathy, and Customer Care - Interview with Naomi Rankin of Lush
22 May 2025
Contributed by Lukas
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 attende...
Omnichannel was a myth - Interview with Gaurav Passi of Zingly
13 May 2025
Contributed by Lukas
Today’s interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted...
Why businesses need to invest in both brand and customer experience - Interview with Martin Gill of Forrester
02 May 2025
Contributed by Lukas
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 wi...
Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega
23 Apr 2025
Contributed by Lukas
Today’s interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow autom...
Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk
15 Apr 2025
Contributed by Lukas
Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk’s r...
AI-driven search volumes are exploding and what brands should be doing about it - Interview with Vivek Pandya of Adobe
08 Apr 2025
Contributed by Lukas
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 tal...
The art and the science of listening - Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics
26 Mar 2025
Contributed by Lukas
Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recen...
Testing and experimentation is everyone's problem - Interview with Shafqat Islam of Optimizely
18 Mar 2025
Contributed by Lukas
Today’s podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tes...
There are five types of loyalty but only two are growing - Interview with Sara Richter of SAP Emarsys
10 Mar 2025
Contributed by Lukas
Today’s podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk a...
Harnessing the contact center's potential as a real-time data gold mine - Interview with Suvi Lindfors of Netigate
19 Feb 2025
Contributed by Lukas
Today’s podcast is with Suvi Lindfors, Strategic Business Development, Netigate. Suvi joins me today to talk about why she thinks the contact center...
Life Lessons I Learned From Being A Line Cook - Interview with Ari Weinzweig
13 Feb 2025
Contributed by Lukas
Today’s podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a much-admired gourmet food busines...
The natural home of the contact center is under the CMO - Interview with Alex Levin of Regal.io
05 Feb 2025
Contributed by Lukas
Today’s podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales...
The majority of agents don't find AI useful in their daily work - Interview with Martin Teasdale and Ed Creasey
25 Jan 2025
Contributed by Lukas
Today’s podcast is with Martin Teasdale, host of Get out of Wrap, a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineeri...
We got everyone involved in support and made our customer support metrics public - Interview with Kenji Hayward of Front
17 Jan 2025
Contributed by Lukas
Today’s podcast is with Kenji Hayward, the Senior Director of Customer Support at Front, the all-in-one, AI-powered customer service platform built ...
Data ontology and rethinking customer support metrics - Interview with Marcel Barrera of serviceMob Inc
07 Jan 2025
Contributed by Lukas
Today’s podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in d...
The impact of influencer marketing on customer experience - Interview with Daphne Robertson of #paid
20 Dec 2024
Contributed by Lukas
Today’s podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators con...
An eight-step discovery process to help master the customer experience - Interview with Edwin Margulies of Nextiva
13 Dec 2024
Contributed by Lukas
Today’s podcast is with Edwin Margulies, Chief Evangelist at Nextiva, a provider of a unified customer experience management platform. Edwin joins m...
Pandemic maths and measuring all of marketing - Interview with Gregory Kennedy of Alembic Technologies
06 Dec 2024
Contributed by Lukas
Today’s podcast is with Gregory Kennedy, VP of Marketing at Alembic Technologies, which provides AI-powered marketing analytics for C-suite executiv...
Broken funnels, flywheels and human messaging - Key insights from HubSpot executives at GROW Europe 2024
29 Nov 2024
Contributed by Lukas
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...
It's not about the customer's journey with our platform, it's about the customer's journey - Interview with Nadine Macklin of Carto
15 Nov 2024
Contributed by Lukas
Today’s interview is with Nadine Macklin, who is the Vice President of Customer Success at CARTO, a leading Location Intelligence platform, that ena...
The third wave of customer support - Interview with Natasha Ratanshi-Stein of Surfboard
04 Nov 2024
Contributed by Lukas
Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Nat...
Basketball, false hustle and metrics that matter - Interview with Thomas Laird of Expivia/OttoQA
24 Oct 2024
Contributed by Lukas
Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and O...
The five promises of personalization - Interview with Mark Abraham and David Edelman
15 Oct 2024
Contributed by Lukas
Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They ...
There are major tectonic shifts taking place in the outsourcing space right now - Interview with Craig Crisler of SupportNinja
08 Oct 2024
Contributed by Lukas
Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of resea...
Within five years, contact center agents will become contact center specialists - Interview with Sam Wilson of 8x8
27 Sep 2024
Contributed by Lukas
Today’s interview is with Sam Wilson, the CEO of 8x8, a provider of a unified cloud platform for contact center, business phone, video, chat, and AP...
Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance
16 Sep 2024
Contributed by Lukas
Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zuri...
If it matters for your customer, it’s important - Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega
04 Sep 2024
Contributed by Lukas
Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This ep...
Print-era thinking is holding personalization efforts back - Interview with Vivek Sharma on Movable Ink
27 Aug 2024
Contributed by Lukas
Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel...
Agents view agent-assist technology as more important than a competitive salary - Interview with Gopi Polavarapu at Kore.ai
14 Aug 2024
Contributed by Lukas
Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me to...
The Brand Connectome™ and why we are doing marketing all wrong - Interview with Leslie Zane
05 Aug 2024
Contributed by Lukas
Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instincti...
The customer isn’t always right - Interview with Daphne Costa Lopes of Hubspot
25 Jul 2024
Contributed by Lukas
Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, ...
There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa
19 Jul 2024
Contributed by Lukas
Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld i...
The ongoing decline of brand loyalty, what’s driving it and what should be done about it - Interview with Simon Morris of ServiceNow
09 Jul 2024
Contributed by Lukas
Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’...
We've only just scratched the surface of artificial intelligence - Interview with Peter van der Putten of Pega
01 Jul 2024
Contributed by Lukas
Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University in The N...
Listening and taking action at scale - Interview with Ron Secrist of Citi and Christina Sansone of Dish
21 Jun 2024
Contributed by Lukas
Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christ...
How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform - Interview with Prashaant Huria of Unilever
13 Jun 2024
Contributed by Lukas
Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business. Prashaant and I...
Lessons learnt from testing Copilot for service across tens of thousands of service engineers - Interview with Jeff Comstock of Microsoft
04 Jun 2024
Contributed by Lukas
Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, ...
Personalisation and the pink elephant in the room - Interview with Emma Springham of TSB
28 May 2024
Contributed by Lukas
Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summi...
Making in-store grocery shopping fun and going viral on TikTok - Interview with David McIntosh of Instacart
17 May 2024
Contributed by Lukas
Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the re...
If you aren't fixing the bigger picture, then you are just putting a band-aid on the problem - Interview with Zig Serafin of Qualtrics
08 May 2024
Contributed by Lukas
Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent ...
The Generative AI landscape: The good, the bad and the boring - Interview with Don Schuerman of Pega
01 May 2024
Contributed by Lukas
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk abo...
Episode 500: Some reflections on the last 13 years
20 Apr 2024
Contributed by Lukas
In today’s episode of the Punk CX podcast, there is no interview. Why? Because today, I am celebrating the 500th edition of the podcast! Woop! Wo...
Leadership, storytelling and why it is an art and it needs to be taught - Interview with Gareth Higgins
11 Apr 2024
Contributed by Lukas
Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and...
You don't get promoted for teaching people how to wash their hands - Interview with James Lawther
02 Apr 2024
Contributed by Lukas
Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation...
What happens when you give data back to people? - Interview with Jamie Smith of Customer Futures
18 Mar 2024
Contributed by Lukas
Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity...
A look inside a punk-inspired contact center - Interview with David Powers
11 Mar 2024
Contributed by Lukas
Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. ...
The CX value model and linking experience to business outcomes - Interview with Michael Hinshaw of McorpCX
28 Feb 2024
Contributed by Lukas
Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk abou...
Leadership lessons from the winner of the 2023 CX Leader of the Year - Interview with Roxie Strohmenger of UKG
20 Feb 2024
Contributed by Lukas
Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO - VP, CX Strategy at UKG (Ulti...
The frontline is where you connect EX and CX together in a very natural way - Interview with Joe Tyrrell of Medallia
12 Feb 2024
Contributed by Lukas
Today’s interview is with Joe Tyrrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX success,...
Forget the hype. Here's what enterprises are actually doing with generative AI - Interview with Stefano Puntoni and Jeremy Korst
01 Feb 2024
Contributed by Lukas
Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President a...
The raw and honest truth about what agents think about their jobs - Interview with Juanita Coley
26 Jan 2024
Contributed by Lukas
Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consu...
The challenge with conversational analysis in the Nordics - Interview with Tue Martin Berg of Capturi
15 Jan 2024
Contributed by Lukas
Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia's leading software provider for conversatio...
Are you doing change to people or with people? - Interview with Phil Lewis and Claire Croft of Corporate Punk
05 Jan 2024
Contributed by Lukas
Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and tra...
Customers don't want minimally viable anything. They just want quality - Interview with Debbie Levitt
17 Dec 2023
Contributed by Lukas
Today’s interview is with Debbie Levitt, who is the CXO of Delta CX and the author of Customers Know You Suck. Debbie joins me today to talk about h...
Personalization is pervasive but it's not personal - Interview with Shafqat Islam
06 Dec 2023
Contributed by Lukas
Today’s interview is with Shafqat Islam, Chief Marketing Officer at Optimizely, a digital experience platform software as a service provider. Shafqa...
Paul Weller, the Scots word 'gallus' and their relation to delivering an award-winning customer experience - Interview with John Devlin of Ascensos
28 Nov 2023
Contributed by Lukas
Today’s interview is with John Devlin, CEO and co-founder of Ascensos, a leading customer management and contact centre solution provider that offer...
Your customer doesn't want to know about your technology - Interview with Micah Solomon
20 Nov 2023
Contributed by Lukas
Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk a...
How to safely realise the enormous potential of Al - Interview with Juliette Powell and Art Kleiner
09 Nov 2023
Contributed by Lukas
Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the inter...
The science behind repairing trust - Interview with Professor Peter Kim
31 Oct 2023
Contributed by Lukas
Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Busine...