Some Goodness is hosted by Richard Ellis, a seasoned sales leader passionate about inviting top business minds to share their wisdom. Each episode is only 15-20 minutes, perfect for your commute or workout.
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Carol Costello Presents: The God Hook
In this premiere episode of "The God Hook," host Carol Costello introduces the chilling story of Richard Beasley, infamously known as the Ohio Craigslist Killer. In previously unreleased jailhouse recordings, Beasley portrays himself as a devout Christian, concealing his manipulative and predatory behavior. As the story unfolds, it becomes clear that Beasley's deceitfulness extends beyond the victims he buried in shallow graves. Listen to the preview of a bonus conversation between Carol and Emily available after the episode. Additional info at carolcostellopresents.com . Do you have questions about this series? Submit them for future Q&A episodes . Subscribe to our YouTube channel to see additional videos, photos, and conversations. For early and ad-free episodes and exclusive bonus content, subscribe to the podcast via Supporting Cast or Apple Podcasts. EPISODE CREDITS Host - Carol Costello Co-Host - Emily Pelphrey Producer - Chris Aiola Sound Design & Mixing - Lochlainn Harte Mixing Supervisor - Sean Rule-Hoffman Production Director - Brigid Coyne Executive Producer - Gerardo Orlando Original Music - Timothy Law Snyder SPECIAL THANKS Kevin Huffman Zoe Louisa Lewis GUESTS Doug Oplinger - Former Managing Editor of the Akron Beacon Journal Volkan Topalli - Professor of Criminal Justice and Criminology Amir Hussain - Professor of Theological Studies Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://evergreenpodcasts.supportingcast.fm…
Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk
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Content provided by Adrian Swinscoe. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Adrian Swinscoe or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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 place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhler is EMEA Chief Technology Officer at Zendesk. We talk about all of the latest developments at Zendesk, some of the big product announcements, starting another revolution and how knowledge is the coal in this latest industrial revolution.
This interview follows on from my recent interview – AI-driven search volumes are exploding and what brands should be doing about it – Interview with Vivek Pandya of Adobe – and is number 537 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
530 episodes
ShareManage episode 477208409 series 3013800
Content provided by Adrian Swinscoe. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Adrian Swinscoe or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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 place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhler is EMEA Chief Technology Officer at Zendesk. We talk about all of the latest developments at Zendesk, some of the big product announcements, starting another revolution and how knowledge is the coal in this latest industrial revolution.
This interview follows on from my recent interview – AI-driven search volumes are exploding and what brands should be doing about it – Interview with Vivek Pandya of Adobe – and is number 537 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
530 episodes
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1 Why businesses need to invest in both brand and customer experience - Interview with Martin Gill of Forrester 39:27
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Play Later Play Later Lists Like LikedToday’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 taking place in London (and digitally) from June 2–4, 2025. We explore the major themes of the event, including why businesses need to invest in both brand and customer experience to maximise growth, what practitioners should be keeping in mind when thinking about design for the future of experiences and the role of organisational culture and leadership in all of that. You can find out more about the event here . Also, if you use the discount code CXEMEAPUNK , you’ll get 10% off the ticket price. This interview follows on from my recent interview – Legacy transformation, agentic AI and how to get it right – Interview with Don Schuerman of Pega – and is number 539 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
1 Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega 35:03
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Play Later Play Later Lists Like LikedToday’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 about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.), how some organizations are implementing agentic solutions and it is causing chaos, a better way to do it, Pega Blueprint , legacy transformation and how to get it right. This podcast is sponsored by Pega. This interview follows on from my recent interview – Starting a resolution revolution – Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk – and is number 538 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
1 Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk 57:42
57:42 Play Later Play Later Lists Like Liked57:42
Play Later Play Later Lists Like LikedToday’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 place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhler is EMEA Chief Technology Officer at Zendesk. We talk about all of the latest developments at Zendesk, some of the big product announcements, starting another revolution and how knowledge is the coal in this latest industrial revolution. This interview follows on from my recent interview – AI-driven search volumes are exploding and what brands should be doing about it – Interview with Vivek Pandya of Adobe – and is number 537 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
1 AI-driven search volumes are exploding and what brands should be doing about it - Interview with Vivek Pandya of Adobe 29:25
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Play Later Play Later Lists Like LikedToday’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 about some new research that Adobe just published called AI to Cart , which highlights the impact that Generative AI-powered chat interfaces are having on consumers, how that is changing their search and shopping behaviours, what brands should be doing in response and his highlights from the event. This interview follows on from my recent interview – The art and the science of listening – Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics – and is number 536 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
1 The art and the science of listening - Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics 1:03:43
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Play Later Play Later Lists Like LikedToday’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 Management Summit , which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is the President of Products, UX and Engineering at Qualtrics, and Isabelle Zdatny is the Head of Thought Leadership at Qualtrics XM Institute. We talk about all of the latest developments at Qualtrics, including some of the big product announcements, many of the big challenges currently facing brands and a new piece of research that Qualtrics recently produced in collaboration with McKinsey on The AI-Powered Customer Experience Opportunity . This interview follows on from my recent interview – Testing and experimentation is everyone’s problem – Interview with Shafqat Islam of Optimizely – and is number 535 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today’s episode is sponsored by Qualtrics, who recently held their X4 2025: The Experience Management Summit in Salt Lake City on March 18th-20th. I was there, and it was a great event that explored how leading organizations are leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. We heard from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and catch up on the latest news coming out of the event at the Qualtrics website .…
1 Testing and experimentation is everyone's problem - Interview with Shafqat Islam of Optimizely 47:25
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Play Later Play Later Lists Like LikedToday’s podcast is with Shafqat Islam, President at Optimizely , who joins me to talk about a new research report they have just published called Tested to Perfection , experimentation, personalization, privacy and all things in between, including the key things that marketers should be doing more of to better engage their customers. This interview follows on from my recent interview – There are five types of loyalty but only two are growing – Interview with Sara Richter of SAP Emarsys - and is number 534 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today’s episode is sponsored by Qualtrics, ahead of X4 2025: The Experience Management Summit , which is taking place in Salt Lake City on March 18th-20th. It’s set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website .…
1 There are five types of loyalty but only two are growing - Interview with Sara Richter of SAP Emarsys 54:05
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Play Later Play Later Lists Like LikedToday’s podcast is with Sara Richter, CMO at SAP Emarsys , a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, the findings emerging from the 2024 edition of their Customer Loyalty Index (CLI) report , the five different types of loyalty that marketers and CX professionals should be thinking about, and what brands should be doing to engender (true) loyalty with their customers. This interview follows on from my recent interview – Harnessing the contact center’s potential as a real-time data gold mine – Interview with Suvi Lindfors of Netigate – and is number 533 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today’s episode is sponsored by Qualtrics, ahead of X4 2025: The Experience Management Summit , which is taking place in Salt Lake City on March 18th-20th. It’s set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website .…
1 Harnessing the contact center's potential as a real-time data gold mine - Interview with Suvi Lindfors of Netigate 49:53
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Play Later Play Later Lists Like LikedToday’s podcast is with Suvi Lindfors, Strategic Business Development, Netigate . Suvi joins me today to talk about why she thinks the contact center is becoming one of the most valuable sources of insight in any organisation, how many brands are actually leveraging these insights, what needs to happen to facilitate this journey in terms of strategy, people, process and technology, what sort of impact will this have on customer centricity and how we are likely to see the contact center emerge as a data and analytics service provider within organisations. This interview follows on from my recent interview – Life Lessons I Learned From Being A Line Cook – Interview with Ari Weinzweig – and is number 532 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today’s episode is sponsored by Qualtrics, ahead of X4 2025: The Experience Management Summit , which is taking place in Salt Lake City on March 18th-20th. It’s set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website .…
1 Life Lessons I Learned From Being A Line Cook - Interview with Ari Weinzweig 59:26
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Play Later Play Later Lists Like LikedToday’s podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses , a much-admired gourmet food business group headquartered in Ann Arbor, Michigan, USA. Ari is a friend, a veteran of the podcast and was also one of the contributors to Punk XL . Ari joins me today to talk about his latest missive - a chapbook entitled Life Lessons I Learned From Being A Line Cook ; what a chapbook is, the insights behind some of the lessons and what they mean from an entrepreneur and leader who is passionate about customer service and experience. This interview follows on from my recent interview – The natural home of the contact center is under the CMO – Interview with Alex Levin of Regal.io – and is number 531 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
1 The natural home of the contact center is under the CMO - Interview with Alex Levin of Regal.io 43:37
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Play Later Play Later Lists Like LikedToday’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, support, and customer retention with the help of AI agents and automated personalization. Alex joins me today to talk about the rise of voice AI agents and how they are likely to transform contact centers helping to automate the majority of contact center interactions by 2035, how AI is going to bring back the ability to treat customers like human beings, why the natural home of the contact center is under the CMO and and the intriguing prospect of agents in the contact center becoming very sought after and very highly paid. This interview follows on from my recent interview – The majority of agents don’t find AI useful in their daily work – Interview with Martin Teasdale and Ed Creasey – and is number 530 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
1 The majority of agents don't find AI useful in their daily work - Interview with Martin Teasdale and Ed Creasey 53:05
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Play Later Play Later Lists Like LikedToday’s podcast is with Martin Teasdale, host of Get out of Wrap , a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at Calabrio , a workforce performance suite provider. Martin recently collaborated with Ed and the team at Calabrio on a new piece of research called Voice of the Agent . Martin and Ed join me today on the podcast to talk about some of the main findings emerging from the research, the enhanced reputation of the contact centre industry and some key messages for team leaders and contact centre leaders and directors. This interview follows on from my recent interview – We got everyone involved in support and made our customer support metrics public – Interview with Kenji Hayward of Front – and is number 529 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
1 We got everyone involved in support and made our customer support metrics public - Interview with Kenji Hayward of Front 40:17
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Play Later Play Later Lists Like LikedToday’s podcast is with Kenji Hayward, the Senior Director of Customer Support at Front , the all-in-one, AI-powered customer service platform built for collaboration. Kenji joins me today to talk about why email isn’t dead and why Front takes an email-first approach, getting everyone involved in the support queue, including the CEO, and why they made their customer support metrics public. You can check them out here . This interview follows on from my recent interview – Data ontology and rethinking customer support metrics – Interview with Marcel Barrera of serviceMob Inc – and is number 528 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
1 Data ontology and rethinking customer support metrics - Interview with Marcel Barrera of serviceMob Inc 1:05:15
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Play Later Play Later Lists Like LikedToday’s podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc , a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins me today to talk about why the dominant metrics that are currently being used in customer support are broken, “The ‘Hamster Wheel’ Dilemma,” why AI and human agents are bound to fail without a cohesive, actionable data model and, finally, why churn is customer service’s darkest secret. This interview follows on from my recent interview – The impact of influencer marketing on customer experience – Interview with Daphne Robertson of #paid – and is number 527 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
1 The impact of influencer marketing on customer experience - Interview with Daphne Robertson of #paid 46:32
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Play Later Play Later Lists Like LikedToday’s podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid , a creator marketplace where brands and creators connect, collaborate, and measure their creator marketing campaigns. Daphne joins me today to talk about influencer marketing, it’s growth and influence on customer experience and engagement, how to get it right and the impact of generative AI tools on this space. This interview follows on from my recent interview – An eight-step discovery process to help master the customer experience – Interview with Edwin Margulies of Nextiva – and is number 526 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
1 An eight-step discovery process to help master the customer experience - Interview with Edwin Margulies of Nextiva 1:09:41
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Play Later Play Later Lists Like LikedToday’s podcast is with Edwin Margulies, Chief Evangelist at Nextiva , a provider of a unified customer experience management platform. Edwin joins me today to talk about his new book, Mastering the Customer Experience , why it was over twenty-five years in the making, the eight-step discovery model at its heart and how it can help companies execute and deliver better experience outcomes. This interview follows on from my recent interview – Pandemic maths and measuring all of marketing – Interview with Gregory Kennedy of Alembic Technologies – and is number 525 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
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1 Pandemic maths and measuring all of marketing - Interview with Gregory Kennedy of Alembic Technologies 43:33
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Play Later Play Later Lists Like LikedToday’s podcast is with Gregory Kennedy, VP of Marketing at Alembic Technologies , which provides AI-powered marketing analytics for C-suite executives. We talk about how Alembic is applying mathematics and AI, developed for identifying causes, treatments, and mortality during the pandemic, to tracing the results of marketing initiatives across the board, what that means for marketers and how they ended up with a series of backers, that include NVIDIA’s Jensen Huang, DreamWorks founder Jeffrey Katzenberg and former 49-ers Quarterback Joe Montana. This interview follows on from my recent interview – Broken funnels, flywheels and human messaging – Key insights from HubSpot executives at GROW Europe 2024 – and is number 524 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
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1 Broken funnels, flywheels and human messaging - Key insights from HubSpot executives at GROW Europe 2024 37:42
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Play Later Play Later Lists Like LikedToday’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall in London. First up is Daphne Costa Lopes, Global Director of Customer Success at HubSpot , who I talk to about why the marketing funnel is broken, why we should be thinking about a flywheel instead and having a dedicated space in their CRM platform for customer success professionals and leaders. Following that chat, I spoke to Crevan O’Malley, VP Corporate Sales, EMEA, at HubSpot, about what stood out for him from the panel that he moderated, how human messaging will be the thing that helps scaling brands cut through the noise and what brands should be doing with all of the time that AI tools can help us save. Clue: it’s all about spending more quality time building better connections. Finally, I talked to Lalitha Stables, HubSpot’s new UK GM and Country Manager, about HubSpot’s secret sauce and what stood out for her at the event. This interview follows on from my recent interview – It’s not about the customer’s journey with our platform, it’s about the customer’s journey – Interview with Nadine Macklin of Carto – and is number 523 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. #GROWEurope2024 #hubspotpartner…
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1 It's not about the customer's journey with our platform, it's about the customer's journey - Interview with Nadine Macklin of Carto 43:22
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Play Later Play Later Lists Like LikedToday’s interview is with Nadine Macklin, who is the Vice President of Customer Success at CARTO , a leading Location Intelligence platform, that enables organizations to use spatial data and analysis for more efficient delivery routes, better behavioural marketing, strategic store placements, and much much more. Nadine joins me today to talk about taking a different approach to customer success, the level of alignment (or lack of alignment) customer success teams often have with other teams like marketing, sales, service, product, support etc, the capability gap within data-driven decision-making and whales! This interview follows on from my recent interview – The third wave of customer support – Interview with Natasha Ratanshi-Stein of Surfboard – and is number 522 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
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Punk CX with Adrian Swinscoe
1 The third wave of customer support - Interview with Natasha Ratanshi-Stein of Surfboard 32:51
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Play Later Play Later Lists Like LikedToday’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard , an award-winning workforce management (WFM) software provider. Natasha joins me today to talk about the findings of their recently released 2024 customer service survey: The third wave of customer support , what might be stopping some customer service teams from not investing in AI tools and capabilities, where they are investing, how it is benefitting them and some advice for customer service leaders looking to get the most out of their AI investments. Since this podcast was recorded, Surfboard has been acquired by Dialpad. You can find out more here . This interview follows on from my recent interview – Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA – and is number 521 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
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1 Basketball, false hustle and metrics that matter - Interview with Thomas Laird of Expivia/OttoQA 47:41
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Play Later Play Later Lists Like LikedToday’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group , a USA BPO omnichannel contact center, and OttoQA , a next-generation solution for automating contact center quality assurance scoring. Thomas is also an author and joins me today to talk about his new book: false hustle: Transforming Customer Experience from Illusion to Impact , what ‘false hustle’ is, how to spot it, the paradox of efficiency and personalization and, if you identify that you have a culture of false hustle, what you should be doing to transform your brand into one that truly values human conversation, insight and connection. This interview follows on from my recent interview – The five promises of personalization – Interview with Mark Abraham and David Edelman – and is number 520 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
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1 The five promises of personalization - Interview with Mark Abraham and David Edelman 53:33
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Play Later Play Later Lists Like LikedToday’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to talk about their new book: PERSONALIZED: Customer Strategy in the Age of AI , defining personalization, the equation P=n×v2, the five promises of personalization, the technology that brands need to embrace to deliver true personalization, the role of AI in all of this, the customer service C-suite loop and some examples of brands who are personalization leaders. This interview follows on from my recent interview – There are major tectonic shifts taking place in the outsourcing space right now – Interview with Craig Crisler of SupportNinja – and is number 519 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
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Punk CX with Adrian Swinscoe
1 There are major tectonic shifts taking place in the outsourcing space right now - Interview with Craig Crisler of SupportNinja 55:28
55:28 Play Later Play Later Lists Like Liked55:28
Play Later Play Later Lists Like LikedToday’s interview is with Craig Crisler, CEO at SupportNinja , a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all the investment in new tech, customer satisfaction is at an all-time low, I talk to Craig about where folks are going wrong with their investments, what’s going on in the BPO space, what shifts are happening, what the future of outsourcing looks like, and what are some of the main challenges ahead. This interview follows on from my recent interview – Within five years, contact center agents will become contact center specialists – Interview with Sam Wilson of 8×8 – and is number 518 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
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Punk CX with Adrian Swinscoe
1 Within five years, contact center agents will become contact center specialists - Interview with Sam Wilson of 8x8 50:31
50:31 Play Later Play Later Lists Like Liked50:31
Play Later Play Later Lists Like LikedToday’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 APIs that helps companies of any size deliver differentiated customer experiences. I’ve spoken to Sam a couple of times, and every time, we have great conversations where we rummage around some of the big issues that organizations are facing when it comes to delivering against customer expectations. This one is no different and touches on everything from why brands are not keeping up with customers’ expectations to what they should be doing to build loyalty and create lifetime customers. It was great fun so definitely check it out. This interview follows on from my recent interview – Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance – and is number 517 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
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Punk CX with Adrian Swinscoe
1 Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance 46:59
46:59 Play Later Play Later Lists Like Liked46:59
Play Later Play Later Lists Like LikedToday’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance . Conny joins me today to talk about her ambitions for Zurich to become the “Apple of Insurance”, her guiding philosophy around customer retention and revenue, how they are building customer loyalty and a human connection in an increasingly competitive landscape and some of the big trends and technologies that will drive and shape the future of customer experience. This interview follows on from my recent interview – If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega – and is number 516 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.…
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Punk CX with Adrian Swinscoe
1 If it matters for your customer, it’s important - Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega 48:27
48:27 Play Later Play Later Lists Like Liked48:27
Play Later Play Later Lists Like LikedToday’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo affair and features a conversation with Tara DeZao, Director of Product Marketing, AdTech and MarTech, at Pega . It is then swiftly followed by a chat that I had with Simon Thorpe, Director - Global Product Marketing - Customer Service & Sales Automation, at Pega , who is then joined partway through the conversation by James Dodkins, a friend of the podcast and CX Evangelist, at Pega . Fun and games! Our conversations cover my guests’ highlights from the event, their perspective on the current state of play in marketing, personalization, customer service, customer experience and the impact of Gen AI on all of the above, amongst a bunch of other things. This interview follows on from my recent interview – Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink – and is number 515 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Disclaimer: I partnered with Pega to conduct interviews and provide my perspective on PegaWorld iNspire 2024.…
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Punk CX with Adrian Swinscoe
1 Print-era thinking is holding personalization efforts back - Interview with Vivek Sharma on Movable Ink 46:47
46:47 Play Later Play Later Lists Like Liked46:47
Play Later Play Later Lists Like LikedToday’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink , which empowers marketers with scalable, omnichannel personalization through data activation and AI decisioning. Vivek joins me today to talk about their recent 2024 Audience of One research report , content creation as a key bottleneck in personalisation efforts, how automation through the increased use of artificial intelligence is permitting marketers to take a more strategy-focused approach, how that is impacting metrics like engagement rates, campaign RoI and improved commercial returns and some of the ethical concerns marketers have with new technology. This interview follows on from my recent interview – Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai – and is number 514 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today’s episode is sponsored by Hubspot, who have built an AI-powered customer platform with all the software, integrations, and resources you need to connect your marketing, sales, and customer service. It’s all very cool so do check them out at HubSpot.com .…
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Punk CX with Adrian Swinscoe
1 Agents view agent-assist technology as more important than a competitive salary - Interview with Gopi Polavarapu at Kore.ai 55:24
55:24 Play Later Play Later Lists Like Liked55:24
Play Later Play Later Lists Like LikedToday’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai , a market leader in Conversational AI platform space. Gopi joins me today to talk about two reports that they recently published ( the Agent Experience (AX) Benchmark Report 2024 and the Customer Experience (CX) Benchmark Report 2024 ), why a bot must emulate a company’s brand and how to keep this authentic to your brand, the importance of building a multilingual bot and the importance of protecting vulnerable customers as the presence of AI in our day-to-day increases. This interview follows on from my recent interview – The Brand Connectome™ and why we are doing marketing all wrong – Interview with Leslie Zane – and is number 513 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today’s episode is sponsored by Hubspot who have built an AI-powered customer platform with all the software, integrations, and resources you need to connect your marketing, sales, and customer service. It’s all very cool so do check them out at HubSpot.com .…
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Punk CX with Adrian Swinscoe
1 The Brand Connectome™ and why we are doing marketing all wrong - Interview with Leslie Zane 41:04
41:04 Play Later Play Later Lists Like Liked41:04
Play Later Play Later Lists Like LikedToday’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind to accelerate brand and business growth. Leslie joins me today to talk about her new book, THE POWER OF INSTINCT: The New Rules of Persuasion in Business and Life , why she thinks we have entered the age of instinct, being 10-15 years ahead of Dan Ariely and Daniel Kahnemann, the Brand Connectome™ and growth triggers amongst a bunch of other things. This interview follows on from my recent interview – The customer isn’t always right – Interview with Daphne Costa Lopes of Hubspot – and is number 512 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today’s episode is sponsored by Hubspot who have built an AI-powered customer platform with all the software, integrations, and resources you need to connect your marketing, sales, and customer service. It’s all very cool so do check them out at HubSpot.com .…
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Punk CX with Adrian Swinscoe
1 The customer isn’t always right - Interview with Daphne Costa Lopes of Hubspot 49:08
49:08 Play Later Play Later Lists Like Liked49:08
Play Later Play Later Lists Like LikedToday’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot . Daphne joins me today to talk about customer success, why the customer isn’t always right, how siloed systems inhibit the delivery of tailored experiences, and what brands should be doing more of to drive customer-led growth. This interview follows on from my recent interview – There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa – and is number 511 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today’s episode is sponsored by Hubspot who have built an AI-powered customer platform with all the software, integrations, and resources you need to connect your marketing, sales, and customer service. It’s all very cool so do check them out at HubSpot.com .…
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Punk CX with Adrian Swinscoe
1 There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa 26:07
26:07 Play Later Play Later Lists Like Liked26:07
Play Later Play Later Lists Like LikedToday’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa . I caught up with Cale recently at PegaWorld in Las Vegas to talk about what stood for him at the event and how Bupa has evolved its customer engagement story and Customer Decision Hub capabilities in Australia from outbound to digital management and surprise & delight strategies. This interview follows on from my recent interview – The ongoing decline of brand loyalty, what’s driving it and what should be done about it – Interview with Simon Morris of ServiceNow – and is number 510 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Disclaimer: I partnered with Pega to conduct interviews and provide my perspective on PegaWorld iNspire 2024 .…
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