Today’s interview is with Adrian McDermott, President of Products, Zendesk, a provider of customer service software. Adrian joins me today to talk about a new piece of research that Zendesk has recently conducted in partnership with ESG Research. This has allowed them to build a framework around CX maturity and CX success. The findings are summarized in a report: CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success.
This interview follows on from my recent interview – On a scale from 1-10, how racist is your AI? – Interview with Jeff Gallino and Conrad Liburd of CallMiner – and is number 370 in the series of interviews with authors and business leaders that 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
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 teams and all such related issues.
Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my latest book: Punk CX.