Latest / Punk CX: Customer Experience Insights with Adrian Swinscoe
The human edge in B2B customer experience - Interview with Anna Falcon of MCA Connect
Today’s episode of the Punk CX podcast features a chat I had with Anna Falcon, VP of CX Transformation at MCA Connect - a Grant Thornton Company. We talk about why B2B firms must deliver B2C‑level experiences or risk losing relevance, what’s driving this imperative, why so many AI initiatives and transformations fail to deliver value, and why we need to put humans at the centre of transformation.
This interview follows on from my recent interview – Why contact deflection creates quiet loyalty erosion – Interview with Pasquale DeMaio, VP of Amazon Connect Customer – and is number 602 in the…
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