Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega

Punk CX with Adrian Swinscoe

محتوای ارائه شده توسط Adrian Swinscoe. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط Adrian Swinscoe یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal

The Head Start: Embracing the Journey

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Sweat and Resilience: Balancing Chronic Migraine with Fitness Goals 35:02

۵ روز پیش35:02

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35:02

The healing power of fitness goes far beyond physical benefits—for today’s guest, it’s a form of self-expression and a celebration of what the body can do. In this episode, host Nora McInerny sits down with fitness personality Ivylis Rivera, who shares her deeply personal journey of navigating life with Chronic Migraine while holding onto her passion for movement. Ivylis opens up about the struggle of staying active while facing the fear of triggering a headache or migraine attack and the resilience it takes to keep pushing forward—a resilience that carried her through the challenging journey of finding a Chronic Migraine treatment plan that worked for her. Join Nora and Ivylis as they explore the concept of “soft living,” a philosophy Ivylis embraces—staying active, listening to your body, and building trust in oneself. Click here for Product Information, including Boxed Warning and Medication Guide, or visit https://abbv.ie/prescribing_info See omnystudio.com/listener for privacy information.…

حدود یک سال پیش 35:03

MP3•خانه قسمت

This podcast is sponsored by Pega.

This interview follows on from my recent interview – Starting a resolution revolution – Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk – and is number 538 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.

532 قسمت

#Tech #MBA #Entrepreneur #Business #Marketing #Adrian Swinscoe

Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega

Punk CX with Adrian Swinscoe

published حدود یک سال پیش

اشتراک گذاری

MP3•خانه قسمت

This podcast is sponsored by Pega.

532 قسمت

#Tech #MBA #Entrepreneur #Business #Marketing #Adrian Swinscoe

همه قسمت ها

Punk CX with Adrian Swinscoe

1
Lush’s Journey: Balancing Innovation, Empathy, and Customer Care - Interview with Naomi Rankin of Lush 27:18

۳ روز پیش27:18

27:18

Today’s interview is with Naomi Rankin, the Manager of Global Customer Care at Lush , the British cosmetics retailer. I spoke to Naomi when I attended Zendesk ’s recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey with Lush from starting work in one of their shops to now managing the global customer care team that covers 24 markets, 15 different languages, and another 20 partner markets. This interview follows on from my recent interview – Omnichannel was a myth – Interview with Gaurav Passi of Zingly – and is number 541 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.…

Punk CX with Adrian Swinscoe

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Omnichannel was a myth - Interview with Gaurav Passi of Zingly 39:55

12 روز پیش39:55

39:55

Today’s interview is with Gaurav Passi, Founder & CEO of Zingly . He joins me today to talk about some research that they have recently conducted about FORO (the Fear of Reaching Out), the Great CX Paradox, why Omnichannel was a myth and how ‘Rooms’ could be the answer. This interview follows on from my recent interview – Why businesses need to invest in both brand and customer experience – Interview with Martin Gill of Forrester – and is number 540 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.…

Punk CX with Adrian Swinscoe

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Why businesses need to invest in both brand and customer experience - Interview with Martin Gill of Forrester 39:27

23 روز پیش39:27

39:27

Today’s interview is with Martin Gill, VP, Research Director at Forrester . Martin joins me today to talk about their upcoming CX Summit EMEA that will be taking place in London (and digitally) from June 2–4, 2025. We explore the major themes of the event, including why businesses need to invest in both brand and customer experience to maximise growth, what practitioners should be keeping in mind when thinking about design for the future of experiences and the role of organisational culture and leadership in all of that. You can find out more about the event here . Also, if you use the discount code CXEMEAPUNK , you’ll get 10% off the ticket price. This interview follows on from my recent interview – Legacy transformation, agentic AI and how to get it right – Interview with Don Schuerman of Pega – and is number 539 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.…

Punk CX with Adrian Swinscoe

1
Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega 35:03

۵ weeks پیش35:03

35:03

Today’s interview is with Don Schuerman, the CTO at Pegasystems , an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.), how some organizations are implementing agentic solutions and it is causing chaos, a better way to do it, Pega Blueprint , legacy transformation and how to get it right. This podcast is sponsored by Pega. This interview follows on from my recent interview – Starting a resolution revolution – Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk – and is number 538 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.…

Punk CX with Adrian Swinscoe

1
Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk 57:42

۶ weeks پیش57:42

57:42

Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk ’s recent Relate event, which took place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhler is EMEA Chief Technology Officer at Zendesk. We talk about all of the latest developments at Zendesk, some of the big product announcements, starting another revolution and how knowledge is the coal in this latest industrial revolution. This interview follows on from my recent interview – AI-driven search volumes are exploding and what brands should be doing about it – Interview with Vivek Pandya of Adobe – and is number 537 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.…

Punk CX with Adrian Swinscoe

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AI-driven search volumes are exploding and what brands should be doing about it - Interview with Vivek Pandya of Adobe 29:25

۷ weeks پیش29:25

29:25

Today’s podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe . I recently caught up with Vivek at Adobe Summit in Las Vegas to talk about some new research that Adobe just published called AI to Cart , which highlights the impact that Generative AI-powered chat interfaces are having on consumers, how that is changing their search and shopping behaviours, what brands should be doing in response and his highlights from the event. This interview follows on from my recent interview – The art and the science of listening – Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics – and is number 536 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.…

Punk CX with Adrian Swinscoe

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The art and the science of listening - Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics 1:03:43

۹ weeks پیش1:03:43

1:03:43

Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics ’ recent X4 2025: The Experience Management Summit , which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is the President of Products, UX and Engineering at Qualtrics, and Isabelle Zdatny is the Head of Thought Leadership at Qualtrics XM Institute. We talk about all of the latest developments at Qualtrics, including some of the big product announcements, many of the big challenges currently facing brands and a new piece of research that Qualtrics recently produced in collaboration with McKinsey on The AI-Powered Customer Experience Opportunity . This interview follows on from my recent interview – Testing and experimentation is everyone’s problem – Interview with Shafqat Islam of Optimizely – and is number 535 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, who recently held their X4 2025: The Experience Management Summit in Salt Lake City on March 18th-20th. I was there, and it was a great event that explored how leading organizations are leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. We heard from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and catch up on the latest news coming out of the event at the Qualtrics website .…

Punk CX with Adrian Swinscoe

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Testing and experimentation is everyone's problem - Interview with Shafqat Islam of Optimizely 47:25

10 weeks پیش47:25

47:25

Today’s podcast is with Shafqat Islam, President at Optimizely , who joins me to talk about a new research report they have just published called Tested to Perfection , experimentation, personalization, privacy and all things in between, including the key things that marketers should be doing more of to better engage their customers. This interview follows on from my recent interview – There are five types of loyalty but only two are growing – Interview with Sara Richter of SAP Emarsys - and is number 534 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 X4 2025: The Experience Management Summit , which is taking place in Salt Lake City on March 18th-20th. It’s set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website .…

Punk CX with Adrian Swinscoe

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There are five types of loyalty but only two are growing - Interview with Sara Richter of SAP Emarsys 54:05

11 weeks پیش54:05

54:05

Today’s podcast is with Sara Richter, CMO at SAP Emarsys , a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, the findings emerging from the 2024 edition of their Customer Loyalty Index (CLI) report , the five different types of loyalty that marketers and CX professionals should be thinking about, and what brands should be doing to engender (true) loyalty with their customers. This interview follows on from my recent interview – Harnessing the contact center’s potential as a real-time data gold mine – Interview with Suvi Lindfors of Netigate – and is number 533 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 X4 2025: The Experience Management Summit , which is taking place in Salt Lake City on March 18th-20th. It’s set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website .…

Punk CX with Adrian Swinscoe

1
Harnessing the contact center's potential as a real-time data gold mine - Interview with Suvi Lindfors of Netigate 49:53

14 weeks پیش49:53

49:53

Today’s podcast is with Suvi Lindfors, Strategic Business Development, Netigate . Suvi joins me today to talk about why she thinks the contact center is becoming one of the most valuable sources of insight in any organisation, how many brands are actually leveraging these insights, what needs to happen to facilitate this journey in terms of strategy, people, process and technology, what sort of impact will this have on customer centricity and how we are likely to see the contact center emerge as a data and analytics service provider within organisations. This interview follows on from my recent interview – Life Lessons I Learned From Being A Line Cook – Interview with Ari Weinzweig – and is number 532 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 X4 2025: The Experience Management Summit , which is taking place in Salt Lake City on March 18th-20th. It’s set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website .…

Punk CX with Adrian Swinscoe

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Life Lessons I Learned From Being A Line Cook - Interview with Ari Weinzweig 59:26

14 weeks پیش59:26

59:26

Today’s podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses , a much-admired gourmet food business group headquartered in Ann Arbor, Michigan, USA. Ari is a friend, a veteran of the podcast and was also one of the contributors to Punk XL . Ari joins me today to talk about his latest missive - a chapbook entitled Life Lessons I Learned From Being A Line Cook ; what a chapbook is, the insights behind some of the lessons and what they mean from an entrepreneur and leader who is passionate about customer service and experience. This interview follows on from my recent interview – The natural home of the contact center is under the CMO – Interview with Alex Levin of Regal.io – and is number 531 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.…

Punk CX with Adrian Swinscoe

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The natural home of the contact center is under the CMO - Interview with Alex Levin of Regal.io 43:37

16 weeks پیش43:37

43:37

Today’s podcast is with Alex Levin, the Co-Founder and CEO of Regal.io , that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention with the help of AI agents and automated personalization. Alex joins me today to talk about the rise of voice AI agents and how they are likely to transform contact centers helping to automate the majority of contact center interactions by 2035, how AI is going to bring back the ability to treat customers like human beings, why the natural home of the contact center is under the CMO and and the intriguing prospect of agents in the contact center becoming very sought after and very highly paid. This interview follows on from my recent interview – The majority of agents don’t find AI useful in their daily work – Interview with Martin Teasdale and Ed Creasey – and is number 530 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.…

Punk CX with Adrian Swinscoe

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The majority of agents don't find AI useful in their daily work - Interview with Martin Teasdale and Ed Creasey 53:05

17 weeks پیش53:05

53:05

Today’s podcast is with Martin Teasdale, host of Get out of Wrap , a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at Calabrio , a workforce performance suite provider. Martin recently collaborated with Ed and the team at Calabrio on a new piece of research called Voice of the Agent . Martin and Ed join me today on the podcast to talk about some of the main findings emerging from the research, the enhanced reputation of the contact centre industry and some key messages for team leaders and contact centre leaders and directors. This interview follows on from my recent interview – We got everyone involved in support and made our customer support metrics public – Interview with Kenji Hayward of Front – and is number 529 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.…

Punk CX with Adrian Swinscoe

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We got everyone involved in support and made our customer support metrics public - Interview with Kenji Hayward of Front 40:17

18 weeks پیش40:17

40:17

Today’s podcast is with Kenji Hayward, the Senior Director of Customer Support at Front , the all-in-one, AI-powered customer service platform built for collaboration. Kenji joins me today to talk about why email isn’t dead and why Front takes an email-first approach, getting everyone involved in the support queue, including the CEO, and why they made their customer support metrics public. You can check them out here . This interview follows on from my recent interview – Data ontology and rethinking customer support metrics – Interview with Marcel Barrera of serviceMob Inc – and is number 528 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.…

Punk CX with Adrian Swinscoe

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Data ontology and rethinking customer support metrics - Interview with Marcel Barrera of serviceMob Inc 1:05:15

20 weeks پیش1:05:15

1:05:15

Today’s podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc , a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins me today to talk about why the dominant metrics that are currently being used in customer support are broken, “The ‘Hamster Wheel’ Dilemma,” why AI and human agents are bound to fail without a cohesive, actionable data model and, finally, why churn is customer service’s darkest secret. This interview follows on from my recent interview – The impact of influencer marketing on customer experience – Interview with Daphne Robertson of #paid – and is number 527 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.…

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Bounty Quick Size Paper Towels, White, 8 Family Rolls = 20 Regular Rolls (Packaging May Vary)

Amazon Basics 2-Ply Toilet Paper, 30 Rolls = 120 Regular Rolls, 350 Sheets, (Pack of 30), Unscented

Clean Skin Club Clean Towels XL™, 100% USDA Biobased Face Towel, Disposable Face Towelette, Eczema Association Accepted, Makeup Remover Dry Wipes, Ultra Soft, 50 Ct, 1 Pack

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Punk CX with Adrian Swinscoe « » Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega

Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega

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Play Doh Modeling Compound 10-Pack Case of Assorted Colors, Non-Toxic 2 oz. Cans, Halloween Toys & Party Favors, Preschool Toys for Kids, Ages 2+ (Amazon Exclusive)

EltaMD UV Clear Face Sunscreen SPF 46, Oil Free for Face with Zinc Oxide, Dermatologist Recommended Sunscreen Lotion, For Acne-Prone Sensitive Skin, 1.7 oz Pump

Pokemon Assorted Lot of 50 Single Cards [Any Series]

Amazon.com Gift Card in a Mini Envelope (Kraft)

مشابه Punk CX with Adrian Swinscoe

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Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega