Today’s episode of the Punk CX podcast is with Deborah Honig, Chief Customer Officer at Samsung UK & Ireland. Deborah joins me today to talk about shifting Samsung’s UK & Ireland business from innovation-led storytelling to service-led experiences, the servitization process, how they are building AI into their products, how they are building trust with customers to fuel adoption, how customers are reacting to that and what’s next for Samsung and their move towards service-led experiences. Given that Deborah is deeply immersed in this space, we finish off with the trends and things she expects to see/emerge in the coming 12 months, her best advice for brands wanting to build standout customer experiences, her Punk CX brand, and her very own good news story.

This interview follows on from my recent interview – Automate problems, not just symptoms – Interview with Nick Clark of BCG – and is number 570 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 is with Nick Clark, a Partner & Director in the Service & Support Operations practice at Boston Consulting Group (BCG), as well as the author of the Service Matters! newsletter, which is a weekly newsletter about customer service, that he writes in a personal capacity. Nick joins me today to talk about why success with AI in customer service is much less about technical capability and much more about strategy, that brands need to go beyond the obvious with AI, whether (or not) we are in the midst of an AI bubble and, given that he is deeply immersed in this space, what sort of trends/things he is expecting to see/emerge in the coming 12 months. We finish off with Nick’s best advice, his Punk CX brand and his very own good news story.

This interview follows on from my recent interview – Describing yourself as ‘AI-first’ is a mistake – Interview with Chris Morrissey of Zoom – and is number 569 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 is with Chris Morrissey, who is the General Manager and Global Head of CX Sales & Go-To-Market at Zoom, where he drives strategy and execution for the company's customer experience business. Chris joins me today to talk about why describing yourself as ‘AI-first’ these days is a mistake, why reducing effort outweighs everything else in CX, the difference between "lip service personalization" and true personalization and how we should be moving beyond chatbots and what the future of customer interaction really looks like. We finish off with Chris’s best advice, his Punk CX brand and his very own good news story.

This interview follows on from my recent interview – Brands should avoid making Gen AI or chatbots their sole frontline – Interview with Phil Regnault of PwC – and is number 568 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 is with Phil Regnault, Marketing Transformation Partner at PwC & PwC’s Adobe Alliance Leader.

Phil and I talk about the recently published results of PwC’s 2025 Customer Experience Survey, which was a US-focused survey, and a recently released fresh cut of their survey featuring exclusive insights from Adobe users. We also talk about how many organisations are still struggling to scale their AI projects, generate meaningful commercial returns, or drive improvements in customer outcomes, and what he sees the most successful companies doing to overcome these challenges. We finish off with Phil’s best advice, his Punk CX brand and his very own good news story.

This interview follows on from my recent interview – Douglas Adams’ Babelfish concept just got much closer – Interview with Sharath Keshava Narayana of Sanas – and is number 567 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 is with Sharath Keshava Narayana, CEO and Co-Founder of Sanas, which provides a real-time speech understanding platform with accent translation, noise cancellation and now real-time speech translation technology.

Sharath and I talk about the challenges with current translation methods, what they are doing with regards to real-time speech translation, the possibilities that this type of technology offers for customer service and experience and the exciting fact that Douglas Adams’ Babelfish application/device that featured in his book The Hitchhiker’s Guide to the Galaxy is getting much closer. We also finish off with Sharath’s best advice, his Punk CX brand and his very own good news story.

This interview follows on from my recent interview – Twilio’s secret sauce and CarFinance247’s road to success – Interviews from Twilio SIGNAL London 2025 – and is number 566 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 is a two-parter that I recorded while attending the Twilio SIGNAL event in London on November 19th. My first guest is Peter Bell, VP of EMEA Marketing at Twilio. Peter and I talk about his highlights from the event, what he is seeing companies do well/right to help them harness the obvious potential of all of the new technology that is emerging, as well as some examples of brands that they are working with, what they are doing, what challenges they are overcoming and what outcomes they are driving. Following my chat with Peter, I spoke to Michael Binks and his colleague Paul Mawson, who are Director of Technology and Head of Product, respectively, at CarFinance247, the UK’s leading digital car finance platform. We talk about their motivations for attending the event, what they spoke about in their breakout session, their journey with Twilio and some advice/lessons learned along the way.

This interview follows on from my recent interview – Are machines making marketers more human? – Interview with Elizabeth Maxson of Contentful – and is number 565 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 discussion I recently had with Elizabeth Maxson, CMO at Contentful, a digital experience platform trusted by more than 4,200 companies around the world. Elizabeth joins me today to talk about a research report they recently published called When Machines Make Marketers More Human, whether marketers are moving beyond experimentation with AI tools, what sort of pain points/challenges they are facing, the possibility that all of these new tools are creating their own complexity problem and what sort of differences in behaviour and performance they are observing between marketers in EMEA and the US.

This interview follows on from my recent interview – Why you need the I4JM in your life – Interview with Mark Smith and Ray Gerber – and is number 564 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 discussion I recently had with Ray Gerber and Mark Smith, Co-Founders of the Institute for Journey Management (I4JM). We talk about customer journeys, where most people go wrong with them, some examples of customer journeys done right, where AI fits into all of this, the backstory to the Institute for Journey Management, the problem they are trying to solve, and their plans for the coming year.

Disclosure: I’ve known Mark and Ray for sometime now and have a huge amount of respect for what they have achieved in the past and what they are aiming to do with the I4JM. As they were setting up the I4JM, they invited me to become a Founding Member. I accepted.

This interview follows on from my recent interview – CX is reaching a tipping point – Interview with Jonathan Rosenberg of Five9 – and is number 563 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.