Ink Tank by Movable Ink is a podcast designed to help digital marketing leaders excel in today’s ever-changing environment. From must-know trends to practical tips and best practices, every episode will keep you a step ahead of the digital marketing curve and react in real-time. Subscribe now and don’t miss a thing.
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An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing te ...
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Welcome to GTM News Desk, the podcast where Nick Bennett and Mark Kilens bring you real talk backed by real action. Twice a month, we cut through the noise to deliver the essential resources, news, and expert takes you need to create impactful, People-first GTM motions. From trending topics to clickbait headlines, we sift through the clutter to highlight what truly matters in the world of B2B Go-to-Market. With nearly 25 years of combined experience working with top B2B brands like Drift and ...
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Founders Focus is a podcast dedicated to helping small business owners, entrepreneurs, and leaders. The podcast is hosted by Scott Case, CEO of Upside Business Travel and founding CTO of Priceline.com. Scott is joined by industry experts to hash out shared pain points, experiences, and action steps. Visit foundersfocus.com to learn more.
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Open AI, AI Benefits, & Data-Driven Marketing (with Outreach's SVP of Marketing, Ali Jawin)
32:38
32:38
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How does OpenAI's massive fundraising and $150 billion valuation reflect the growing role of AI in marketing? Is AI truly benefiting both B2B companies and their customers, as Scott Brinker's recent research suggests? What is the best framework for using data-driven marketing to align with your C-Suite this budget season? Those are the 3 big topics…
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Within five years, contact center agents will become contact center specialists - Interview with Sam Wilson of 8x8
50:31
50:31
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50:31
Today’s interview is with Sam Wilson, the CEO of 8x8, a provider of a unified cloud platform for contact center, business phone, video, chat, and 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…
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AI Job Takeover, NBA's Media Shift, & Marketing Leadership (with CaptivateIQ’s CMO, Katie Foote)
29:56
29:56
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29:56
Is AI actually helping folks be more productive at work? What can B2B learn from then NBA's new media agreement? What does an actual modern (and successful) marketing leader look like these days? Those are the 3 big topics we’re covering on GTM News Desk. And we’re joined by Katie Foote, CMO of CaptivateIQ and a former executive at Drift and Salesf…
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Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance
46:59
46:59
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46:59
Today’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 landscap…
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If it matters for your customer, it’s important - Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega
48:27
48:27
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48:27
Today’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, Direc…
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Nike’s Strategy Flop, Hubspot’s AI Search Grader, & ICP Tips (with SalesIntel’s Manoj Ramnani)
38:59
38:59
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What can we learn from Nike’s last marketing pivot that failed? Is Hubspot’s AI SEO tool actually helpful? How do you define your ICP to be both people-first and fueled by data? These are the 3 big topics we’re tackling on this episode of GTM News Desk. We’re joined by SalesIntel’s CEO, Manoj Ramnani, who breaks down the importance of defining your…
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Print-era thinking is holding personalization efforts back - Interview with Vivek Sharma on Movable Ink
46:47
46:47
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46:47
Today’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 eff…
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Zero-Click Content, Meta’s AI Characters, & 2024 Content Marketing Stats (with Sparktoro’s Amanda Natividad)
41:24
41:24
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41:24
How is content marketing changing in 2024?? What is up with the Meta custom AI characters? How do you make effective zero-click content? Those are the 3 big topics we're covering today, on GTM News Desk. And we're joined by Amanda Natividad, VP of Marketing at Sparktoro, to share her expertise on zero-click content. (She coined the term, after all)…
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Agents view agent-assist technology as more important than a competitive salary - Interview with Gopi Polavarapu at Kore.ai
55:24
55:24
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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…
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Funnel Strategy, SEO, & Acquisition News (with Gainsight’s Nikki Engel)
30:58
30:58
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30:58
What is there to know about PathFactory’s acquisition of UberFlip? How do you design a people-first marketing funnel? Where is the future of SEO headed with Google’s latest updates? Those are the 3 big topics we’re covering on this episode of GTM News Desk. And we’re joined by Gainsight’s Director of GTM Strategy & Customer Education, Nikki Engel, …
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The Brand Connectome™ and why we are doing marketing all wrong - Interview with Leslie Zane
41:04
41:04
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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…
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The customer isn’t always right - Interview with Daphne Costa Lopes of Hubspot
49:08
49:08
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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…
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Demand Gen, Video Ads, and Network Development Reps (with Movable Ink's Justin Keller)
28:11
28:11
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28:11
What are Google's surprising findings on video advertising? What is a Network Development Representative role (NDR)? What frameworks can elevate demand generation strategies? Those are the 3 big topics we’re covering on this episode of GTM News Desk. And we’re joined by Justin Keller (you know him from Terminus, Drift, and now Movable Ink) to share…
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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
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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…
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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
45:06
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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…
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Event Marketing, Buyer-First Practices, and Growth Hacking (with 6sense’s Bethany Murphy)
28:04
28:04
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28:04
What makes an event not suck? What are buyer-first practices that Navattic uncovered in 2023? Is growth hacking still a thing? Those are the 3 big topics we’re covering today, on GTM News Desk. And we’re joined by Bethany Murphy, Senior Director of Events at 6sense, to share her expertise on how to curate unforgettable event experiences, the import…
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We've only just scratched the surface of artificial intelligence - Interview with Peter van der Putten of Pega
27:24
27:24
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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…
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Welcome to GTM News Desk, the podcast where Nick Bennett and Mark Kilens bring you real talk backed by real action. Twice a month, we cut through the noise to deliver the essential resources, news, and expert takes you need to create impactful, People-first GTM motions. From trending topics to clickbait headlines, we sift through the clutter to hig…
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1
Listening and taking action at scale - Interview with Ron Secrist of Citi and Christina Sansone of Dish
30:41
30:41
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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…
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How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform - Interview with Prashaant Huria of Unilever
40:25
40:25
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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…
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Lessons learnt from testing Copilot for service across tens of thousands of service engineers - Interview with Jeff Comstock of Microsoft
44:43
44:43
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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 …
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Personalisation and the pink elephant in the room - Interview with Emma Springham of TSB
21:04
21:04
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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 …
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Making in-store grocery shopping fun and going viral on TikTok - Interview with David McIntosh of Instacart
42:07
42:07
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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…
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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
22:04
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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…
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The Generative AI landscape: The good, the bad and the boring - Interview with Don Schuerman of Pega
38:45
38:45
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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 …
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Episode 500: Some reflections on the last 13 years
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44:57
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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…
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Leadership, storytelling and why it is an art and it needs to be taught - Interview with Gareth Higgins
1:09:41
1:09:41
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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…
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You don't get promoted for teaching people how to wash their hands - Interview with James Lawther
55:16
55:16
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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, …
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What happens when you give data back to people? - Interview with Jamie Smith of Customer Futures
56:53
56:53
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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…
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A look inside a punk-inspired contact center - Interview with David Powers
1:00:39
1:00:39
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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…
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The CX value model and linking experience to business outcomes - Interview with Michael Hinshaw of McorpCX
50:37
50:37
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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…
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Leadership lessons from the winner of the 2023 CX Leader of the Year - Interview with Roxie Strohmenger of UKG
52:13
52:13
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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…
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The frontline is where you connect EX and CX together in a very natural way - Interview with Joe Tyrrell of Medallia
47:36
47:36
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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…
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Forget the hype. Here's what enterprises are actually doing with generative AI - Interview with Stefano Puntoni and Jeremy Korst
52:54
52:54
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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…
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The raw and honest truth about what agents think about their jobs - Interview with Juanita Coley
43:30
43:30
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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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The challenge with conversational analysis in the Nordics - Interview with Tue Martin Berg of Capturi
53:04
53:04
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53:04
Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia's leading software provider for conversation analysis. Tue joins me today to talk about what they are up to, why some Scandinavian organisations who after implementing call/interaction analytics solutions from one of the big US providers, then r…
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Are you doing change to people or with people? - Interview with Phil Lewis and Claire Croft of Corporate Punk
48:31
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Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture. Phil and Claire join me today to talk about how many change/transformation initiatives suffer because they try to do change to and not with their people, how doing change …
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Customers don't want minimally viable anything. They just want quality - Interview with Debbie Levitt
49:44
49:44
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Today’s interview is with Debbie Levitt, who is the CXO of Delta CX and the author of Customers Know You Suck. Debbie joins me today to talk about how we are in danger of over-indexing on failure and celebrating failure rather than trying to emulate what makes successful companies successful, how that is manifesting itself, why we talk about Apple …
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Personalization is pervasive but it's not personal - Interview with Shafqat Islam
49:39
49:39
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49:39
Today’s interview is with Shafqat Islam, Chief Marketing Officer at Optimizely, a digital experience platform software as a service provider. Shafqat joins me today to talk about their recently released Personalised to Personal report, why they think that personalization has officially reached its maximum maturity level, what’s standing in the way …
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Paul Weller, the Scots word 'gallus' and their relation to delivering an award-winning customer experience - Interview with John Devlin of Ascensos
1:06:21
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Today’s interview is with John Devlin, CEO and co-founder of Ascensos, a leading customer management and contact centre solution provider that offers bespoke and innovative solutions for various industries, such as consumer retail, healthcare and insurance. John joins me today to talk about the evolution of the customer service outsourcing space ov…
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Your customer doesn't want to know about your technology - Interview with Micah Solomon
44:37
44:37
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Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever, why he spends a lot of time wearing a disguise and using a fake name, what …
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How to safely realise the enormous potential of Al - Interview with Juliette Powell and Art Kleiner
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Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, and ethics and Art is a writer, editor, consultant/facilitator and entrepreneur with a background in technology, business culture, scenario thinking and organizational …
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The science behind repairing trust - Interview with Professor Peter Kim
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Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a newly published book called How Trust Works: The Science of How Relationships Are Built, Broken, and Repaired. Peter joins me today on the podcast to talk about his new book, the diff…
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The five barriers to digital transformation and a roadmap to overcome them - Interview with David Rogers
50:37
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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 School, and the author of five books. He joins me today to talk about his new book, "The Digital Transformation Roadmap”, the reasons behind why 70 percent or more of digital transformations fall short of…
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Brands don't need more feedback or survey data to better understand their customers - Interview with Nate Sanders of Artifact
52:44
52:44
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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 about the recent guest post that he wrote for my site called “Obituary: The Survey (1920s – 2023)” [It caused a bit of stir on LinkedIn], where we are at re surveys, VoC, data and insight, why companie…
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When we talk about attention, we're actually talking about engagement - Interview with Walter Flaat of dentsu Canada
40:09
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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 Attention Economy, what drives attention (engagement), what brands should be doing in order to be able to deliver a more thoughtful, empathetic and inclusive experience and what are the implications for exper…
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CX in the age of AI: A leading outsourcer's perspective - Interview with Cathy Jooste and John Samuel of CGS
1:02:49
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Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a global provider of applications, enterprise learning, customer experience and outsourcing services. Cathy and John join me today to talk about how the BPO/outsourcing business has changed over the last 4…
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The delusion amongst customer service and experience VPs - Interview with Micah Peterson of ProcedureFlow
1:05:46
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Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that is designed to help companies visualize and navigate processes. We talk about two delusions that exist in the service space, particularly at the VP level, why followed proc…
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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
38:10
38:10
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38:10
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 Pegaworld iNspire held in Las Vegas. The first interview is with Kerim Akgonul, the Chief Product Officer at Pega. This is swiftly followed by a chat with Dr Peter Van Der Putten, who is assistant profes…
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Revisiting the Big Ass Fans story and what happened next - Interview with Carey Smith of Unorthodox Ventures
1:13:07
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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 back in October 2014, where along with his colleague Dave Waltz, they shared with me the story of how their customer service strategy was central to growing the Big Ass Fans business five-fold over a five…
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