CX, loyalty and retention - Lessons from diverse industries - Interview with Andrea Prazakova of Mastercard and David Boucher of Aster DM Healthcare artwork
Punk CX with Adrian Swinscoe

CX, loyalty and retention - Lessons from diverse industries - Interview with Andrea Prazakova of Mastercard and David Boucher of Aster DM Healthcare

  • E414
  • 1:12:30
  • January 6th 2022

Today’s interview is with Andrea Prazakova, who is Senior Vice President Customer Experience at Mastercard in the UAE and David Boucher, the Chief of Service Excellence at Aster DM Healthcare in Dubai, UAE. Andrea and David join me today as we revisit a panel discussion that we had at the CX NXT Martechvibe event in November 2021. We had a lot of fun talking about customer experience, loyalty, the connection between the two, cultural change and implications for CX leaders.

This interview follows on from my recent interview – CRM systems are not designed with users, and particularly sales users, in mind – Interview with Justin Vaillancourt of Dooly – and is number 414 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.