Today’s episode of the Punk CX podcast features a recent chat I had with Jeannie Walters, who is the Founder and CEO of Experience Investigators, an international keynote speaker, and an author. Jeannie and I caught up at a recent event we were both at, and I took the opportunity to have a chat with her about her new book: Experience is Everything: Making Every Moment Count in the Age of Customer Expectations. We chat about the origin of the book, CX Foundations, the importance of mindset, four key questions that every CX leader should be asking, why they should also be thinking about what their organization and leaders need, and why it’s nearly impossible to deliver a great customer experience without creating a customer-first culture.

This interview follows on from my recent interview – The unstructured data revolution in CRM – Interview with David Roberts of SugarCRM – and is number 581 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.

Today’s episode of the Punk CX podcast features a recent chat I had with David Roberts, President and CEO of SugarCRM, the sales CRM platform focused on B2B growth. We talk about why sellers/salespeople don’t get any value from CRM systems, whether the advent of AI makes things better, whether organisations are taking a tool-first, problem-second approach, what they should be doing instead, and the role of contextual intelligence, amongst other things.

This interview follows on from my recent interview – Closing the experience gap – Interview with Qualtrics executives from X4 – and is number 580 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.

Today’s episode of the Punk CX podcast features a series of interviews that I conducted at Qualtrics’ recent X4 event in Seattle and features conversations with Qualtrics executives at the event:

• Brad Anderson, President of Products, UX, Engineering & Security;
• Mark Hammond, SVP Core AI - starting at 14:59;
• Assaf Keren, SVP and Chief Security Officer - starting at 14:59; and
• Ali Henriques, Executive Director of Market Research - starting at 59:19.

We discuss the highlights and themes of the event, the experience gap, the future of AI, and what organisations should be considering, alongside topics such as the role of security and trust in customer experience and synthetic panels, also known as customer simulation models. There’s a lot in there, so do check it out.

This interview follows on from my recent interview – The enduring and evolving ‘craft’ of customer support – Interview with Nick Francis – and is number 579 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.