Best Pink Elephant Podcasts (2024)

1
EP148: Igniting awareness for success 48:40

2h ago48:40

48:40

This is the last of the series of podcasts called the apologise series as Steve managed ot catch up with the programs recorded and published so hopefully we are back to 5 days from recording to publishing. Marijn read an article… it was not a podcast but real words and it created the idea of a podcast for the duo. Microsoft have been looking at how…

1
Agents view agent-assist technology as more important than a competitive salary - Interview with Gopi Polavarapu at Kore.ai 55:24

5d ago55:24

55:24

Today’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 b…

1
EP147: A bag full of Shit & a pink cross 1:00:24

7d ago1:00:24

1:00:24

So Marijn talks about indecision and the trouble in deciding on a Twix or not… and missed out on a Peated Yamazaki, depriving Steve of a chance to taste one of his favorite Japanese distilleries. In this second of the Apology series… So Steve, Anouck, and Marijn did Commsverse TV (https://www.youtube.com/@Commsverse/streams ) and in this episode we…

1
The Brand Connectome™ and why we are doing marketing all wrong - Interview with Leslie Zane 41:04

11d ago41:04

41:04

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 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…

1
EP146: An Obvious and Satisfying Podcast 1:04:08

8d ago1:04:08

1:04:08

This is the first of a new series of podcasts called the Apology Series… Life has been a little tricky over the last 3 months for Steve with a separation from my long-term partner, not having access to Max all the time and Moving house to the city of Antwerp, so enjoy the catch-up of podcasts in the coming days that we already recorded,,, Welcome t…

1
Climate crises and public health in Africa with Saad Uakkas and Nolita Mvunelo 24:57

18d ago24:57

24:57

The impacts of extreme weather events and climate crises are threatening many of the hard-won advancements in public health infrastructure across African countries. In this episode of the special series ‘We Kinda Need a Revolution’, host Nolita Mvunelo is joined by Saad Uakkas, a medical doctor and executive chair of the African Youth Initiative on…

1
The customer isn’t always right - Interview with Daphne Costa Lopes of Hubspot 49:08

22d ago49:08

49:08

Today’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…

1
There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa 26:07

25d ago26:07

26:07

Today’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 s…

1
David Ratcliffe - President of Pink Elephant and ITSM Pioneer 42:48

1M ago42:48

42:48

Join Katrina Macdermid and Wesley Eugene on the first episode of the Humanising IT™ podcast with special guest David Ratcliffe, president of Pink Elephant. They delve into ITSM complexities, discussing how human-centered design can revolutionise the field. Key topics include insights from Katrina’s book, “Human-Centered Design for IT Service Manage…

1
The ongoing decline of brand loyalty, what’s driving it and what should be done about it - Interview with Simon Morris of ServiceNow 45:06

1M ago45:06

45:06

Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming ou…

1
We've only just scratched the surface of artificial intelligence - Interview with Peter van der Putten of Pega 27:24

1M ago27:24

27:24

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 Netherlands. I caught up with Peter at the recent PegaWorld to talk about his highlights from the event, how to think about AI using a left/right brain thinking metaphor and what’s coming next in the ent…

1
Building climate resilience with vulnerable city dwellers with Sheela Patel and Philippa Nuttall 28:16

2M ago28:16

28:16

1 billion urban citizens live in informal settlements like slums and shanty towns, vulnerable to the most extreme impacts of climate change - flooding, prolonged drought and unprecedented heatwaves. India is in the eye of this storm — in May 2024, places in northern India, including Delhi, were suffering under temperatures as high as 50C, with thos…

1
Listening and taking action at scale - Interview with Ron Secrist of Citi and Christina Sansone of Dish 30:41

2M ago30:41

30:41

Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President of CX Transformation at Dish. I met both of them when I attended Qualtrics’ X4 Summit in Salt Lake City last month and talked to them about their Qualtrics journey, what they…

1
How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform - Interview with Prashaant Huria of Unilever 40:25

2M ago40:25

40:25

Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business. Prashaant and I connected after he spoke at Adobe’s Global Summit in Las Vegas back in late March. We talked about how they got 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform that Prashaant and his…

1
Episode 28 - A Spine Tingling Tale - Central Cord Syndrome 9:21

2M ago9:21

9:21

Have feedback? You can now send us a text message! We're back! Have you ever had a patient who suffered a seemingly minor injury and was complaining about weakness in their hands and odd sensations in their legs? This week we're discussing the most common spinal cord injury: Central Cord Syndrome. We'll also touch briefly on neurogenic and spinal s…

1
What You Need To Know About the Vaginal Microbiome With Danni Bichler 35:03

2M ago35:03

35:03

Many of you have probably heard of the gut microbiome, but do you know about the vaginal microbiome? Our guest today is here is unveil the truth behind this mystery of this microbiome. Danni Bichler, a Clinical Naturopath and Pain Reprocessing Therapy practitioner, is passionate about personalised healthcare that provides real, long-lasting results…

1
Lessons learnt from testing Copilot for service across tens of thousands of service engineers - Interview with Jeff Comstock of Microsoft 44:43

2M ago44:43

44:43

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, the impact it is having on the agent experience and also customer/business outcomes, their experience trialling it extensively with their own customer service engineers, how their early adopter clients …

1
EP145: SharePoint Renovation & Elephant Whisky 1:05:55

2M ago1:05:55

1:05:55

OK, we talk about SharePoint and a question that Marijn received about Sorting our SharePoint Shit. You know the scenario, what do you do to help a company that Set up an M365 tenant, opened up SharePoint and made it available within 24 hours... recipe for disaster right... and then they call us in to help sort out the shit In this episode, Marijn …

1
Anna's Rollercoaster Ride with Adenomyosis and Advocacy for Awareness 24:05

3M ago24:05

24:05

Often overshadowed by the more well-known endometriosis, adenomyosis is a condition that brings a double dose of trouble to its sufferers. They face not only the usual dismissal and underestimation of their pain but also a higher rate of misdiagnosis. Given the lack of awareness and education around it, you might think adenomyosis is rare. However,…

1
Personalisation and the pink elephant in the room - Interview with Emma Springham of TSB 21:04

3M ago21:04

21:04

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 Summit in Las Vegas after she spoke on the Main Stage. Emma and I talk about the importance of your personal brand in marketing and CX leadership, the pink elephant in the room, what personalisation means for …

1
Ben Russell: Comedy, Mental Health, ADHD and Overcoming Alcohol Addiction 24:53

3M ago24:53

24:53

In this episode, we dive deep into the life of comedian Ben Russell, exploring his candid journey with mental health, alcohol addiction, and ADHD. Ben opens up about his struggles, sharing how he has woven his personal experiences into his comedy shows to challenge societal stigma and break down taboos. Through humour and raw honesty, Ben provides …

1
Making in-store grocery shopping fun and going viral on TikTok - Interview with David McIntosh of Instacart 42:07

3M ago42:07

42:07

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 retail space, why and how they are reaching into the physical retail domain, what they are up to, the benefits for both the customer and business and a look into the future of retail. This interview follo…

1
Fighting for Answers: Caitlin's Journey to Unveil an Ovarian Tumour 31:19

3M ago31:19

31:19

Today, we're bringing you an incredible story that will leave you speechless. Throughout her pregnancy, Caitlin experienced puzzling symptoms, only to be brushed off by medical professionals. Despite this, she welcomed her beautiful baby into the world. However, the symptoms persisted, and after a trip to Hawaii, they became increasingly alarming. …

1
Defying the Odds: Colette's Triumph Over Triple Negative Breast Cancer 32:08

3M ago32:08

32:08

Today I am joined by Community Ambassador for National Breast Cancer Foundation, Colette Chase. Colette was diagnosed with a rare and aggressive form of triple negative breast cancer. Her story begins when on holiday the previous month, she felt a small lump, and her worst fears were confirmed on her return home. Being a mother of two girls, an avi…

1
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 22:04

3M ago22:04

22:04

Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in Salt Lake City. We talked about Qualtrics’ vision, the highlights from the event, the XM Operating system, Qualtrics AI and the hundred different AI models that they have built, how they are e…

1
Breaking the Silence on Endometriosis with Casey Burgess 31:56

4M ago31:56

31:56

Today's episode is a special one as we sit down with the vibrant Casey Burgess. Casey, a established actress, musician, television presenter, and ambassador for Endometriosis Australia. Throughout our chat, Casey bravely shares her personal journey with endometriosis, recounting the moment she first encountered this condition and how she manages it…

1
EP144: The Fax about Communications and Collaboration 1:08:41

3M ago1:08:41

1:08:41

It started when we discussed how mail is still the prevalent business communications tool and how good or bad it is for collaboration. Unusually for the M365 Distilled team of Steve and Marijn, things went a little sideways to start with but eventually got back on track. OK, maybe going sideways is just normal for us, but why change a good thing? I…

1
The Generative AI landscape: The good, the bad and the boring - Interview with Don Schuerman of Pega 38:45

4M ago38:45

38:45

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 about the upcoming PegaWorld iNspire 2024 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 9th to the 11th and there is a money back guarantee!), what he’s most looking forward to at the …

1
Navigating Early Pregnancy Loss with Pink Elephants' Co-Founder Sam Payne 34:19

4M ago34:19

34:19

Join us today as we welcome Samantha Payne, the co-founder and CEO of Pink Elephant Support Network. Pink Elephants offers comprehensive resources, up-to-date information, and peer support for individuals affected by early pregnancy loss. Driven by her personal experience with pregnancy loss, Sam embarked on a mission to establish this organisation…

1
EP143: The Jenga Way in Poland 1:01:06

4M ago1:01:06

1:01:06

Poland was a blast at Collab days a few weeks ago. Steve and Marijn spend time in this podcast looking at Jenga and how they used to consider governance risk in their workshops. Marijn recaps his SMART goals session, and each subject is finished with a Whisky—of course, two Polish whiskies, to be precise!…

1
Episode 500: Some reflections on the last 13 years 44:57

4M ago44:57

44:57

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! Woop! Now, I thought long and hard about how to commemorate the occasion and how I might be able to use an interview format to do so. I did toy with the idea of having someone interview me but then didn’t ge…

1
Empowering Others: Danni Rowland's Mission to Support Eating Disorder Recovery 35:54

4M ago35:54

35:54

Today, we are joined by Danni Rowlands, Head of Prevention at the Butterfly Foundation, Australia's leading charity dedicated to supporting those affected by eating disorders and body image concerns, along with their loved ones. In this episode, Danni courageously shares her personal journey with an eating disorder, offering invaluable insights int…

1
Leadership, storytelling and why it is an art and it needs to be taught - Interview with Gareth Higgins 1:09:41

4M ago1:09:41

1:09:41

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 how to take life seriously without believing your own propaganda. Gareth joins me today to talk about what makes a good story, whether good/effective storytelling be learnt, how people can start a jour…

1
You don't get promoted for teaching people how to wash their hands - Interview with James Lawther 55:16

4M ago55:16

55:16

Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James joins me today to talk about his new book, why so many organisations are mediocre, what we should be thinking about when it comes to measuring performance, a story about a Unilever soap factory, …

1
64 | Shelly Raine-An encore 1:04:34

5M ago1:04:34

1:04:34

Back from season 1 episode 3, Shelly is here to chat about her new upcoming book. Her new book, The Universe I Am - Know Yourself, is a guide to your spiritual connections and lifestyle. Shelly Raine has collaborated with many other spiritual leaders to bring you this new book. Giving you the help and guidance your desire in this new fast paced wor…

1
EP142: The Battle of the Intranet: Gloves Off! 1:15:16

5M ago1:15:16

1:15:16

The Boys talk about the new gameshow “ IT Depends” which you can find here https://www.youtube.com/channel/UCcB3Ba6K6N3HMUbt6yVT1Bg and then.... 🎙️ Ladies and gentlemen, fight fans from around the world, welcome to the podcast showdown of the century! Tonight, we bring you a clash of titans that will shake the very foundations of the digital realm!…

1
What happens when you give data back to people? - Interview with Jamie Smith of Customer Futures 56:53

5M ago56:53

56:53

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 around disruptive and customer-empowering digital propositions, and author of the weekly Customer Futures Newsletter. Jamie joins me today to talk about CustomerTech tools, EmpowermentTech, the emergin…

1
A look inside a punk-inspired contact center - Interview with David Powers 1:00:39

5M ago1:00:39

1:00:39

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. David joins me today to talk about the need for taking a more punk approach to customer experience and the contact center, what that means in practical terms, some of the big changes he’s seen in the contac…

1
EP141: Meet SaFe Expert Gianni Solito 1:10:42

5M ago1:10:42

1:10:42

We have a guest who has been listening to the podcast since Episode One “ Gianni Solito “ Gianni uses SaFe AGILE methods for managing adoption and change as we talk through how this model can be used to improve the process of keeping M365Distilled updated and aligned. You can check him out here https://www.linkedin.com/in/gianni-solito-2221561a3/ T…

1
EP140: Modern Wonders of the M365 World 1:04:25

5M ago1:04:25

1:04:25

As always the start is about our travels and community speaking events was from Miami to Bremen we talk about Tetsi flies and the rule of ‘Don’t look at the Boob’ when Steve knew it was the answer to another memory problem… The Boys talk about the new gameshow “ It Depends” which you can find here https://www.youtube.com/channel/UCcB3Ba6K6N3HMUbt6y…

1
The CX value model and linking experience to business outcomes - Interview with Michael Hinshaw of McorpCX 50:37

6M ago50:37

50:37

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model and why we should be linking experience to business outcomes, some key indicators of a successful customer-centric transformation, why your company might need an experience operatin…

1
63 | Jody Crawford-Power of the pink 1:23:19

6M ago1:23:19

1:23:19

Get comfy and ready for a great listen, with my guest Jody Crawford! As a child, Jody watch her mother living a lifestyle that was all about living the human experience while providing for herself and the world around her. With this influence imbedded from a young age, Jody was able to craft a life that would follow in her mother's footsteps with h…

1
Leadership lessons from the winner of the 2023 CX Leader of the Year - Interview with Roxie Strohmenger of UKG 52:13

6M ago52:13

52:13

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 (Ultimate Kronos Group). This interview is slightly different this week as I conduct it with Clare Muscutt, Founder and CEO of Women in CX but follows the same format to the one last year where we interviewe…

1
62 | Dave Robinson-Wellness in words 1:00:19

6M ago1:00:19

1:00:19

Meeting this guy has been such a blessing in my world! Joined by the man of storywork, Dave Robinson, in this episode we go into detail of what deep storywork is. How you can use it work through the stories that are getting you stuck in life. How to celebrate the stories that inspire your world. After 1,200+ sessions of storywork he knows what he i…

1
The frontline is where you connect EX and CX together in a very natural way - Interview with Joe Tyrrell of Medallia 47:36

6M ago47:36

47:36

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, his view on the impact Generative AI is having on the world of experience and where he thinks it is heading, personalization and the big challenges that organizations need to tackle in order to fully r…

1
EP139: The M365 Bare Necessities 1:02:12

6M ago1:02:12

1:02:12

Imagine that you have 5 days to migrate a small company to M365 from Google Docs… What would you start with, Apps, Email MS teams, Power platform… when the Boys put together the plan and decided what goes first… And a few things to catch up with... Marijn as a Seamen, Life is about the basics first and complexities later and of course... CoPilot ge…

1
Forget the hype. Here's what enterprises are actually doing with generative AI - Interview with Stefano Puntoni and Jeremy Korst 52:54

7M ago52:54

52:54

Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President at GBK Collective. Stefano and Jeremy join me today to talk about a new report called The Rise of Generative AI in the Enterprise that they collaborated on and recently released, some of the biggest emer…

1
61 | Theresa Du Toit-Celebrating love, even in heartbreak 1:09:41

7M ago1:09:41

1:09:41

Coming in all the way from Dubai, I welcome the beautiful Theresa Du Toit The Love Queen herself! While growing up love was never a strong presence in her world or home. Through her college years she started to teach herself how to love herself and all others. This was great timing as she married her sweetheart and had many happy years with him. Sh…

1
The raw and honest truth about what agents think about their jobs - Interview with Juanita Coley 43:30

7M ago43:30

43:30

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 Consulting, a workforce management consulting firm. Juanita joins me today to talk about the inside track on what customer service agents like or don’t like about their jobs, the implications of those findings, …

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