Recent Posts
News•Feb 19, 2026
Transforming Experience for Business Outcomes – Interview with Sid Banerjee, Mike Murchison and Paloma Paraja
The Punk CX podcast captured insights from Medallia’s Experience event, where Sid Banerjee, Mike Murchison and Paloma Paraja discussed a turning point for customer experience. They emphasized moving beyond survey‑based metrics toward AI‑driven financial outcomes such as retention, loyalty and sales. The conversation highlighted the rise of agentic CX—AI bots that act on insights instantly—and the need for dedicated ACX teams to manage context‑rich, predictive interactions. Finally, they argued that technology must amplify human empathy, turning data into scalable, proactive service that improves CLTV and operational efficiency.
By Adrian Swinscoe
News•Feb 12, 2026
The Dangers of a CCaaS Monoculture – Interview with Paul Hughes of Mitel
In the latest Punk CX podcast, Paul Hughes of Mitel argues that hybrid CX solutions are now the enterprise default, especially for regulated firms that need both cloud and on‑premise capabilities. He warns that a CCaaS monoculture—relying on a single...
By Adrian Swinscoe
News•Feb 9, 2026
REDUX Imagine if Everybody in a Business Served Customers or Fielded Customer Enquiries
Adrian Swinscoe proposes a radical thought experiment: every employee, including senior leaders, should periodically serve customers directly. The idea stems from OneReach research highlighting employee experience and walking in the customer’s shoes as top service improvements. Real‑world examples, such as...
By Adrian Swinscoe