Shows
Punk CX: Customer Experience Insights with Adrian SwinscoeThe split personality disorder plaguing many brands - Interview with Ping Wu of CrestaToday’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 Murchison and Paloma...
2026-02-2642 min
Experience ActionFrom Champions to Change: Building CX That TransformsThe most practical CX breakthroughs are happening in day-to-day choices by leaders who meet their organizations where they are. From the Medallia Experience 2026 conference in Las Vegas, we pull together no-fluff lessons on turning insights into impact, leading with intent, and using AI to accelerate change—without overpromising. Jeannie talks with Experience Transformation Award winner Paloma Paraja, Customer Experience Manager at Santalucía Seguros, about breaking down silos in a 100-year-old insurer by unifying Voice of Customer, empowering internal champions, and turning feedback into stories teams can act on. She also reconnects with Camille Kremer, Senior Director of...
2026-02-2427 minPunk CX: Customer Experience Insights with Adrian SwinscoeTransforming experience for business outcomes - Interview with Sid Banerjee, Mike Murchison and Paloma ParajaToday’s episode of the Punk CX podcast features three interviews I recorded whilst at Medallia’s Experience event in Las Vegas on the 10th, 11th and 12th February. The interviews are with Sid Banerjee, Chief Strategy Officer at Medallia, Mike Murchison, co-founder and CEO of Ada, and Paloma Paraja, Customer Experience Manager at Santalucia Seguros. We cover the big themes of the conference, the latest developments at Medallia, agentic CX, building an ACX team, the importance of context in empathy and what it takes to deliver an award-winning customer experience.
This interview follows on from my rece...
2026-02-191h 06
Mi Yo FuturoMi Yo Futuro con Paloma Paraja - Los secretos para fidelizar clientes🎙️ ¿Qué significa realmente poner al cliente en el centro?En este episodio de Mi Yo Futuro, Diego Valero conversa con Paloma Paraja, gerente de Experiencia de Cliente de Santalucía Seguros, sobre cómo transformar una aseguradora en un espacio de escucha, empatía y protección real para las personas.🔍 Hablamos de:Cómo se construye una experiencia de cliente auténtica y cercana.Qué errores ha cometido históricamente el sector asegurador y cómo se están corrigiendo.La importancia de tangibilizar el valor de un seguro, especialmente en contextos de crisis como la DANA o la pandemia.El papel...
2025-08-2849 min