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Start with Strategy, Iterate Like a Band - Interview with Craig Crisler of SupportNinja
Today’s episode of the Punk CX podcast features a chat I had with Craig Crisler, CEO at SupportNinja. Craig and I discuss why the CX industry is at an inflection point, why most CX problems aren’t actually people problems, how AI is exposing (and sometimes worsening) CX gaps, how new agents will learn in the wake of large-scale automation of many simple and routine tasks, and how more experienced agents will ‘rest’ when their work is focused solely on more complex issues, amongst other things.
This interview follows on from my recent interview – The NiCE World London Takeover of the Punk CX…
The skinny
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