Punk CX: Customer Experience Insights with Adrian Swinscoe

The five barriers to digital transformation and a roadmap to overcome them - Interview with David Rogers

20 Oct 2023

Contributed by Lukas

Today’s interview is with David Rogers, who is the world’s leading expert on digital transformation, a member of the faculty at Columbia Business ...

Brands don't need more feedback or survey data to better understand their customers - Interview with Nate Sanders of Artifact

12 Oct 2023

Contributed by Lukas

Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk...

When we talk about attention, we're actually talking about engagement - Interview with Walter Flaat of dentsu Canada

03 Oct 2023

Contributed by Lukas

Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the At...

CX in the age of AI: A leading outsourcer's perspective - Interview with Cathy Jooste and John Samuel of CGS

27 Sep 2023

Contributed by Lukas

Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a g...

The delusion amongst customer service and experience VPs - Interview with Micah Peterson of ProcedureFlow

19 Sep 2023

Contributed by Lukas

Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowl...

The autonomous enterprise is like a North Star vision of where business is going - Interview with Kerim Akgonul and Peter van der Putten of Pega

25 Aug 2023

Contributed by Lukas

Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip to P...

Revisiting the Big Ass Fans story and what happened next - Interview with Carey Smith of Unorthodox Ventures

19 Aug 2023

Contributed by Lukas

Today’s interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast ba...

New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right - Interview with James Dodkins and Tara DeZao of Pega

10 Aug 2023

Contributed by Lukas

Today’s interview is a bit different as it features two, separate interviews in one episode. It's a two-fer! These interviews were conducted on a r...

Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% - Interview with Jose Herrera of Horatio CX

01 Aug 2023

Contributed by Lukas

Today’s interview is with Jose Herrera, CEO and Co-Founder of Horatio CX, a next generation CX outsourcing firm and the trusted partner of some of t...

Our transformation journey and unleashing the power of AI and automation - Interview with Shelia Anderson of Aflac

24 Jul 2023

Contributed by Lukas

Today’s interview is with Shelia Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial...

The messy middle of customer service revisited - Interview with Michael Ramsey of ServiceNow

14 Jul 2023

Contributed by Lukas

Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digi...

The pragmatic approach to transforming customer service - Interview with Mike Upton of First Tech Credit Union

05 Jul 2023

Contributed by Lukas

Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s prem...

Purposefully designed experiences don't happen by accident - Interview with Deborah Battaglia of Assurant

26 Jun 2023

Contributed by Lukas

Today’s interview is with Deborah (Deb) Battaglia, Senior Vice President, Customer Experience at Assurant, Inc, a global B2B2C Fortune 300 company t...

Developing empathy within ourselves and the machines that we build - Interview with Minter Dial

18 Jun 2023

Contributed by Lukas

Today’s interview is with Minter Dial, an international speaker and a multiple award-winning author, specialized in leadership, branding and transfo...

Why you should be adopting an Experience Mindset - Interview with Tiffani Bova of Salesforce

06 Jun 2023

Contributed by Lukas

Today’s interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling ...

Customer experience (CX) leaders will become the engagement quarterbacks of the future - Interview with Mike Murchison of Ada

30 May 2023

Contributed by Lukas

Today’s interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk abo...

There’s no point having a fast bike, if you don’t know how to ride it - Interview with Jerry Haywood of Boost.ai

19 May 2023

Contributed by Lukas

Today’s interview is with Jerry Haywood, who is the Chief Executive Officer at boost.ai, a leading provider of conversational AI for enterprises. Je...

PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation - Interview with Don Schuerman of Pega

11 May 2023

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...

The promise of generative AI in customer care and the challenges ahead - Interview with Ryan McDonald, Chief Scientist at ASAPP

03 May 2023

Contributed by Lukas

Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP. Ryan joins me today to talk about his experience over the last 20 years in the la...

Well-being and the changing nature of management and leadership - Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose

24 Apr 2023

Contributed by Lukas

Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care progra...

The connection between flight simulators, agent attrition and better outcomes - Interview with Brian Tuite of Zenarate

14 Apr 2023

Contributed by Lukas

Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI C...

The crucial role of constant storytelling and change management in our transformation - Interview with Nadia Ness of Ikea

04 Apr 2023

Contributed by Lukas

Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea. Nadia joins me today to talk about transformi...

As people, we don't need personalization, we need humanization - Interview with Paul Greenberg

28 Mar 2023

Contributed by Lukas

Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing st...

We can't be digital-first, we have to be customer-first - Interview with Sue Duris of M4 Communications

20 Mar 2023

Contributed by Lukas

Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about custom...

Tool time, task time and how ChatGPT will change everything in customer support - Interview with Des Traynor of Intercom

10 Mar 2023

Contributed by Lukas

Today’s interview is with Des Traynor, Chief Strategy Officer and Co-founder at Intercom. Des joins me today to talk about some research they recent...

Let your people be the humans they've spent all their life training to be - Interview with John Sills of The Foundation

01 Mar 2023

Contributed by Lukas

Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new...

We need to move leadership from the job of one to the job of the many - Interview with Julia Fabris McBride of the Kansas Leadership Center

21 Feb 2023

Contributed by Lukas

Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book cal...

Building your house to be able to deliver a truly personalised customer experience - Interview with Greg Kihlström of The Agile Brand

12 Feb 2023

Contributed by Lukas

Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and ...

Imagine having to type a ticket using a gaming console - Interview with Tony Adams of Supercell

03 Feb 2023

Contributed by Lukas

Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to tal...

What the heck is Relative Attractiveness and why it matters? - Interview with Richard Hammond of Uncrowd

26 Jan 2023

Contributed by Lukas

Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd, the innovative enterprise SaaS experience analytics platform that helps or...

Customer journey orchestration made easy - Interview with Mark Smith of CSG

17 Jan 2023

Contributed by Lukas

Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global exp...

Leadership lessons from the winner of the 2022 CX Leader of the Year - Interview with Maneesha Bhusal of JD .ID

06 Jan 2023

Contributed by Lukas

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & M...

Customer success and the role of community - Interview with Elaine Richards of 37signals

20 Dec 2022

Contributed by Lukas

Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. She joined 37signals in 2021 and joins me...

Even CX champions are struggling to keep up with rising customer expectations - Interview with Adrian McDermott of Zendesk

09 Dec 2022

Contributed by Lukas

Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator ...

Time, customer experience and driving retention and growth - Interview with Katie Christian of Calendly

29 Nov 2022

Contributed by Lukas

Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. K...

Five years on and real time guidance is now becoming a must have for a modern CX organization - Interview with Josh Feast of Cogito

21 Nov 2022

Contributed by Lukas

Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh j...

CX professionals should be taking their favourite finance person out to lunch - Interview with Jim Tincher

13 Nov 2022

Contributed by Lukas

Today’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer...

Treat your customers well and your employees better - Interview with Liza Smyth of Formstack

06 Nov 2022

Contributed by Lukas

Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack. Liza joins me today to talk about how EX and CX efforts in...

The killer combination: Customer success, happiness and the right technology - Interview with Prashanth Krishnaswami of Zoho

25 Oct 2022

Contributed by Lukas

Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. P...

Product Led Growth (PLG) is missing a pillar - Interview with Joe Andrews and Martin Schneider of SupportLogic

17 Oct 2022

Contributed by Lukas

Today’s interview is with Joe Andrews and Martin Schneider. Joe is the Chief Marketing Officer and Martin is the Chief Evangelist and Head of Soluti...

The problem of customer indecision and how to get over it - Interview with Matt Dixon

07 Oct 2022

Contributed by Lukas

Today’s interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: T...

Customer experience isn't about experience at all. It is about relationships - Interview with James Dodkins of Pega

30 Sep 2022

Contributed by Lukas

Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just condu...

CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones - Interview with Jack Springman

20 Sep 2022

Contributed by Lukas

Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a y...

Customer success professionals should focus on net revenue retention (NRR) to prove ROI - Interview with You Mon Tsang of ChurnZero

09 Sep 2022

Contributed by Lukas

Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer...

Not enough companies realize that customer support is your primary gateway to understanding your entire business - Interview with Nooshin Alibhai and Eric Klimuk of Supportbench

02 Sep 2022

Contributed by Lukas

Today’s interview is with Nooshin Alibhai and Eric Klimuk, co-founders and CEO and COO respectively at Supportbench, a full-stack customer support s...

Delivering personalised search experiences in an ethical way - Interview with Angel Maldonado of Empathy.co

25 Aug 2022

Contributed by Lukas

Today’s interview is with Angel Maldonado, CEO & Founder of Empathy, who create human-centred, commerce search & discovery platforms that co...

Lack of a clear vision leads to higgledy-piggledy services and experiences - Interview with Ari Weinzweig of Zingermans

14 Aug 2022

Contributed by Lukas

Today’s interview is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a gourmet food business group hea...

The digitization of the supply chain and its impact on customer experience and sustainability - Interview with Sanjay Brahmawar of Software AG

05 Aug 2022

Contributed by Lukas

Today’s interview is with Sanjay Brahmawar, the CEO of Software AG, a software pioneer that is helping over 10,000 organisations worldwide connect p...

Creating a metaverse experience that helps veterans suffering from PTSD - Interview with Robert Bell of 2B3D

27 Jul 2022

Contributed by Lukas

Today’s interview is with Robert Bell, Founder and CEO of 2B3D, who with their partners are developing a first-of-its-kind metaverse/NFT/gaming plat...

42% of workers feel that digital transformation efforts have made their job more complex - Interview with Don Schuerman of Pega

19 Jul 2022

Contributed by Lukas

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new report they...

Unlocking the hidden value of language to drive personalisation - Interview with Assaf Baciu of Persado

10 Jul 2022

Contributed by Lukas

Today’s interview is with Assaf Baciu, the Chief Operating Officer and co-founder of Persado. Assaf joins me today to talk about Motivation AI, lang...

Design is not design without research - Interview with Alfonso de la Nuez of UserZoom

30 Jun 2022

Contributed by Lukas

Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to ta...

The idea that scripts ruin customer experience is a dangerous one - Interview with Jimmy Hosang of TMAC

20 Jun 2022

Contributed by Lukas

Today’s interview is with Jimmy Hosang, C-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificia...

Leveraging branded virtual assistants to drive personalisation and innovation - Interview with Eric Turkington of RAIN

11 Jun 2022

Contributed by Lukas

Today’s interview is with Eric Turkington, Vice President of Growth at RAIN, a pioneer in voice & conversational AI, that is helping people, bra...

Little personal touches can make all the difference - Interview with Jawad Malik of Idrese

30 May 2022

Contributed by Lukas

Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury cus...

Why you shouldn’t always build for the 'happy path' - Interview with Sam Richardson of Twilio

23 May 2022

Contributed by Lukas

Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why ma...

To be good at customer experience has to begin with an experiential triage - Interview with Nick Webb

13 May 2022

Contributed by Lukas

Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, ...

Having gone through 10 years of transformation in the past two years, how do we maintain momentum - Interview with Don Schuerman of Pega

04 May 2022

Contributed by Lukas

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus...

Busting some CCaaS and CX technology myths - Interview with Vasili Triant of UJET

25 Apr 2022

Contributed by Lukas

Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world's first and only cloud contact center platform for the smartp...

Using customer experience as a tool to drive economic development - Interview with Mandisa Makubalo

19 Apr 2022

Contributed by Lukas

Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South A...

The impact hateful and toxic social media content has on your customers and people and what to do about it - Interview with Joel Bailey of Arwen

06 Apr 2022

Contributed by Lukas

Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content fr...

The 3 pillars of agent happiness - Interview with Tue Søttrup of Dixa

28 Mar 2022

Contributed by Lukas

Today’s interview is with Tue Søttrup, Chief CX Evangelist & VP CX Excellence at Dixa, a customer service platform that generates value for bra...

In three years gig experts will be able to do everything agents can do in the contact centre - Interview with Roger Beadle of Limitless

21 Mar 2022

Contributed by Lukas

Today’s interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by t...

We should talk about moments that shatter rather than the moments that matter - Interview with Michael G. Bartlett

02 Mar 2022

Contributed by Lukas

Today’s interview is with Michael G. Bartlett who is the Director of Experience Innovation at JMARK, an I.T. support and I.T. services company, Foun...

The future of personalization and loyalty is dynamic - Interview with Christian Selchau-Hansen of Formation.ai

21 Feb 2022

Contributed by Lukas

Today's interview is with Christian Selchau-Hansen, the CEO and co-founder of Formation.ai, a machine learning-powered offer optimization pioneer. Chr...

Leadership and life lessons from the winner of the 2021 CX Leader of the Year - Interview with Sri Safitri of Telkom Indonesia.

10 Feb 2022

Contributed by Lukas

Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experien...

Leadership, employee experience and the Zoom ceiling - Interview with Dr Elora Voyles of TINYpulse

31 Jan 2022

Contributed by Lukas

Today’s interview is with Dr. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse, a provider of employee en...

An #IA40 recognized app that is focusing on making agents experts on day one - Interview with Brittany Bell of Cresta

17 Jan 2022

Contributed by Lukas

Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and co...

CX, loyalty and retention - Lessons from diverse industries - Interview with Andrea Prazakova of Mastercard and David Boucher of Aster DM Healthcare

06 Jan 2022

Contributed by Lukas

Today’s interview is with Andrea Prazakova, who is Senior Vice President Customer Experience at Mastercard in the UAE and David Boucher, the Chief o...

CRM systems are not designed with users, and particularly sales users, in mind - Interview with Justin Vaillancourt of Dooly

20 Dec 2021

Contributed by Lukas

Today’s interview is with Justin Vaillancourt is the Chief Technology Officer and co-founder of Dooly, a CRM automation software provider that is ma...

Introducing Punk XL Part Two - Interview with Karen, Sandra De Z, Richard, Sandra T and Ari

13 Dec 2021

Contributed by Lukas

Today’s podcast interview, like last week's, is different. Last week I shared the first part of a two-part conversation about a new book project: ...

Introducing Punk XL - Interview with Serena, Lara, Amy, Joyce, Oisin and Tom

06 Dec 2021

Contributed by Lukas

Today’s podcast interview is different. Here's how it is different: It’s Part 1 of a two-part conversation about a new project. Part 2 will be r...

Only 2% of marketers say they experience perfect alignment with sales - Interview with Scott Addington of SugarCRM

24 Nov 2021

Contributed by Lukas

Today’s interview is with Scott Addington, VP of EMEA Marketing for SugarCRM. Scott joins me today to talk about letting the platform do the work, t...

The end of the customer experience is so important but is often looked - Interview with Joe Macleod #Endineering

15 Nov 2021

Contributed by Lukas

Today’s interview is with Joe Macleod, the Founder & Head of Endineering at AndEnd and a two-time author. Joe joins me today to talk his new boo...

CRM is not just about technology; it's actually about relationships - Interview with Victoria Wejchert of Kinship

05 Nov 2021

Contributed by Lukas

Today’s interview is with Victoria Wejchert, who is the founder and CEO of Kinship, a contact management app that makes it easy to store and act on ...

12 principles for turning customers and employees into lifelong fans - Interview with Jon Picoult of Watermark Consulting

28 Oct 2021

Contributed by Lukas

Today’s interview is with Jon Picoult is founder of Watermark Consulting, a leading customer experience advisory firm, and author of a new book: FRO...

Customer purchasing decisions are increasingly being driven by their values - Interview with Alan Williams #WorldValuesDay

20 Oct 2021

Contributed by Lukas

Today’s interview is with Alan Williams, who is the Founder & MD, SERVICEBRAND GLOBAL, and helps service sector organisations to deliver signifi...

Customer service: The most important job in the company - Interview with Fortuné Alexander of Pega

07 Oct 2021

Contributed by Lukas

Today’s interview is with Fortuné Alexander who is the senior director of product marketing for customer service and sales automation solutions at ...

The only thing that limits you on a no code platform is your imagination - Interview with Pierce Buckley of babelforce

01 Oct 2021

Contributed by Lukas

Today’s interview is with Pierce Buckley who is an automation and CX expert plus the CEO and Co-founder of babelforce. Pierce joins me today to talk...

The metric that is more important than NPS and CSAT - Interview with Shep Hyken

22 Sep 2021

Contributed by Lukas

Today’s interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bests...

We need to start talking about experience leadership - Interview with Peter Cross

13 Sep 2021

Contributed by Lukas

Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to ...

The top frustrations of customers and agents are the same - Interview with Jeff Nicholson of Pega

01 Sep 2021

Contributed by Lukas

Today’s interview is with Jeff Nicholson, Global Leader, CRM Strategy for Pega, where he heads up the company’s CRM market strategy and vision wor...

What do immersive VR, empathetic interactions and stand out customer service have in common? - Interview with Monika Jo of Mursion

24 Aug 2021

Contributed by Lukas

Today’s interview is with Monika Jo, Director Of Communications at Mursion, a virtual reality platform for professionals to practice and master the ...

Pink Goldfish, standing out, portmanteaus and wabi-sabi - Interview with Stan Phelps and Dave Rendall

16 Aug 2021

Contributed by Lukas

Today’s interview is with Stan Phelps and Dave Rendall, co-authors of Pink Goldfish 2.0: Defy Normal and Exploit Imperfection. They join me today t...

Playing your way to a stand out customer experience - Interview with Sirte Pihlaja

05 Aug 2021

Contributed by Lukas

Today’s interview is with Sirte Pihlaja, who is the CEO (Customer Experience Optimiser) of Shirute, the first customer experience agency in Finland ...

We are all only one moment away from creating a hyper fan - Interview with James Dodkins of Pega

27 Jul 2021

Contributed by Lukas

Today’s interview is with James Dodkins, who is commonly know as the CX Rockstar, is a former rockstar but is now the CX Evangelist at Pegasystems. ...

A good customer experience starts with having the right tools - Interview with Liat Bycel of Airtable

16 Jul 2021

Contributed by Lukas

Today’s interview is with Liat Bycel, the VP of Sales at Airtable, the no code collaboration platform, and the person responsible for building the c...

Ineffective communication is a silent killer of customer service performance - Interview with Dorian Stone of Grammarly Business

09 Jul 2021

Contributed by Lukas

Today’s interview is with Dorian Stone, General Manager of Grammarly Business, who oversees all operations for Grammarly’s integrated business sol...

We're going 100mph. But, we have no rules of the road and we need them - Interview with Ben Pring of Cognizant

30 Jun 2021

Contributed by Lukas

Today’s interview is with Ben Pring, who is the head of thought leadership at Cognizant, co-founded and leads Cognizant’s Center for the Future of...

Diversity, combating bias in AI and why everything is an input - Interview with Deon Nicholas of Forethought

21 Jun 2021

Contributed by Lukas

Today’s interview is with Deon Nicholas, is the Co-Founder and CEO of Forethought, an AI company that creates order, removes redundant work, and pro...

Who are the people that feel the least welcome when they engage with a business? – Interview with Gavin Neate of WelcoMe

11 Jun 2021

Contributed by Lukas

Today’s interview is with Gavin Neate, CEO and Founder of Neatebox, the umbrella company for WelcoMe and Button. WelcoMe lets service teams know whe...

The lost child of customer experience (CX) is taking action - Interview with Jason Grier of Reputation

05 Jun 2021

Contributed by Lukas

Today’s interview is with Jason Grier, Chief Customer Officer of Reputation, a leading business-to-business online reputation management and custome...

Employee experience, the war for talent and what to avoid in a back to the office strategy - Interview with Steve Lucas of iCIMS

28 May 2021

Contributed by Lukas

Today’s interview is with Steve Lucas, CEO of iCIMS, a talent cloud company. Steve joins me today to talk about changes in working patterns over the...

Your values are designed to attract, but also to repel - Interview with Borzou Azabdaftari of The Falcon Lab

21 May 2021

Contributed by Lukas

NOTE: This episode contains some profanity. Not too much but definitely some. You are warned! Today’s interview is with Borzou Azabdaftari, Boss at...

Are companies on the cusp of a customer relationship crisis? - Interview with David Campbell of SugarCRM

14 May 2021

Contributed by Lukas

Today’s interview is with David Campbell, the vice president of product marketing at SugarCRM, the #1 rated Customer Experience platform. David join...

Improving the customer experience of a FMCG category through a pandemic - Interview with Jan Kodadek

07 May 2021

Contributed by Lukas

Today’s interview is with Jan Kodadek is the Digital Lead for the Sexual Wellbeing category at Reckitt. Jan joins me today to talk about the massive...

Crushing complexity and keeping customer outcomes front and centre - Interview with Don Schuerman of Pega

30 Apr 2021

Contributed by Lukas

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pegasystems. Don joins me today to talk about customer e...

Customers are like chameleons - Interview with Professor Michael R. Solomon

23 Apr 2021

Contributed by Lukas

Today’s interview is with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philad...

What the democratisation of artificial intelligence (AI) means for customer experience - Interview with Matthew Nolan of Pega

19 Apr 2021

Contributed by Lukas

Today’s interview is with Matthew Nolan, the head of Product Marketing for the Decision Sciences division at Pegasystems, driving Pega's portfolio o...

Enabling everyone to have the ability to understand the hidden stories in their data - Interview with Dr Derek Wang of Stratifyd

09 Apr 2021

Contributed by Lukas

Today’s interview is with Dr. Derek Wang, the founder and CEO of the AI-driven experience analytics platform Stratifyd. Derek joins me today to talk...