Latest / Punk CX: Customer Experience Insights with Adrian Swinscoe
The split personality disorder plaguing many brands - Interview with Ping Wu of Cresta
Today’s episode features a chat I had recently with Ping Wu, CEO of Cresta. We chat about a range of issues, including how many brands seem to be suffering from a split personality disorder, why CRM technology is fundamentally not the right type of technology to develop the type of conversational intelligence that is needed to drive better outcomes and why taking an automation-only approach to customer support is like ‘taking a shower with a raincoat on.’
This interview follows on from my recent interview – Transforming experience for business outcomes – Interview with Sid Banerjee, Mike…
The skinny
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