Punk CX with Adrian Swinscoe Adrian Swinscoe

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 team at Unilever have developed, what it can do and what impact it has had on the retailers as well as what sort of changes Unilever has had to go through to bring this to life and make it a success.


This interview follows on from my recent interview – Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft – and is number 506 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 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 are leveraging Co-Pilot in Service, what they have done, the outcomes they achieved, how long it took them to achieve those outcomes and, finally, what are the big challenges that organisations need to tackle in order to fully realise the potential of leveraging Generative AI in customer service and experience.


This interview follows on from my recent interview – Personalisation and the pink elephant in the room – Interview with Emma Springham of TSB – and is number 505 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 the annual gathering of experience leaders at Qualtrics X4 in London on June 6th. There you can hear about some of the best customer experience programmes from industry leaders and companies including Belron, Allianz and Adidas. You can register now at the Qualtrics website.

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 TSB, what they have done to deliver that, what impact it has had, and the importance of speaking the language of your CFO.


This interview follows on from my recent interview – Making in-store grocery shopping fun and going viral on TikTok – Interview with David McIntosh of Instacart – and is number 504 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 the annual gathering of experience leaders at Qualtrics X4 in London on June 6th. There you can hear about some of the best customer experience programmes from industry leaders and companies including Belron, Allianz and Adidas. You can register now at the Qualtrics website.

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 follows on from my recent interview – 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 – and is number 503 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 the annual gathering of experience leaders at Qualtrics X4 in London on June 6th. There you can hear about some of the best customer experience programmes from industry leaders and companies including Belron, Allianz and Adidas. You can register now at the Qualtrics website.

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 empowering 43 out of 50 of the world’s largest brands to listen and then take action at scale and in real-time and the upcoming Qualtrics X4 EMEA event in London on June 6th.


This interview follows on from my recent interview – The Generative AI landscape: The good, the bad and the boring – Interview with Don Schuerman of Pega – and is number 502 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 the annual gathering of experience leaders at Qualtrics X4 in London on June 6th. There you can hear about some of the best customer experience programmes from industry leaders and companies including Belron, Allianz and Adidas. You can register now at the Qualtrics website.

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 event, the good and bad about the tech offerings out there in the market right now, and why it’s the “boring” use of AI that really will help enterprises work smarter and harder amongst other things.


This interview follows on from my recent interview – Episode 500: Some reflections on the last 13 years – and is number 501 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.