Best Usertesting Podcasts (2025)

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Are machines making marketers more human? - Interview with Elizabeth Maxson of Contentful 31:28

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1d ago31:28

31:28

Today’s episode of the Punk CX podcast features a discussion I recently had with Elizabeth Maxson, CMO at Contentful, a digital experience platform trusted by more than 4,200 companies around the world. Elizabeth joins me today to talk about a research report they recently published called When Machines Make Marketers More Human, whether marketers …

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#71: Optimizing the handoff between marketing and sales with Gabe Lullo, Alleyoop 21:58

2d ago21:58

21:58

We've spent a decade trying to align marketing and sales. What if the very metric we created to bridge the gap—the MQL—is actually the thing that's perpetuating the rivalry between them? Agility requires a willingness to challenge the foundational metrics we've built our go-to-market strategies on. It demands that we replace gut feelings and legacy…

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Why you need the I4JM in your life - Interview with Mark Smith and Ray Gerber 50:51

5d ago50:51

50:51

Today’s episode of the Punk CX podcast features a discussion I recently had with Ray Gerber and Mark Smith, Co-Founders of the Institute for Journey Management (I4JM). We talk about customer journeys, where most people go wrong with them, some examples of customer journeys done right, where AI fits into all of this, the backstory to the Institute f…

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#70: Marketing measurement and the dark funnel with Chris Golec, CEO of Channel99 19:42

9d ago19:42

19:42

This show is brought to you by Channel99, a B2B marketing technology company helping clients get more out of their spend with AI-powered decision-making. What if 99% of your target accounts see your marketing, but never click a single ad? How would you prove your value then? Agility requires a willingness to abandon outdated metrics, even when they…

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CX is reaching a tipping point - Interview with Jonathan Rosenberg of Five9 41:01

13d ago41:01

41:01

Today’s episode of the Punk CX podcast features a discussion I recently had with Jonathan Rosenberg, who is the Chief Technology Officer and head of AI at Five9. Jonathan and I talk about why he believes CX is reaching a tipping point and what’s driving that, how things are likely to change for customers, agents, and businesses, what he’s seeing co…

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#69: How AI is Transforming Project Management with Alan Mosca, nPlan 27:14

16d ago27:14

27:14

If you could eliminate one of the biggest roadblocks to successful project delivery in your organization today, what would it be and why? Agility requires not only the ability to adapt to change but also the foresight to anticipate it. This means embracing data-driven insights and leveraging technology to navigate the complexities of modern project…

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How Vodafone, Rabobank and others are driving meaningful results with AI - Interview with Matt Healy of Pega 43:23

20d ago43:23

43:23

Today’s episode of the Punk CX podcast features a chat that I recently had with Matt Healy, Senior Director of Product Marketing at Pega, where we talk about legacy transformation, how big some of the legacy challenges facing firms are, how Pega is responding, why it’s important for organisations to have a real strategy with respect to AI agents in…

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#68: Improving lead quality with Derek Gerber, Power Digital 26:03

23d ago26:03

26:03

Are you getting lots of leads, but never enough good ones? Agility requires not only the ability to adapt to change quickly, but also the foresight to anticipate what's coming next, whether that's top, middle, or bottom of the funnel in B2B lead generation. Today, we're going to talk about why so many B2B marketers are still struggling with poor le…

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Equip people with AI to enable them to lead with emotional intelligence - Interview with Miranda Collard of TP 30:38

28d ago30:38

30:38

Today’s episode of the Punk CX podcast features a chat that I had with Miranda Collard, who is the CEO of the Americas at TP (formerly Teleperformance). Miranda and I talk about Miranda’s career journey from employee #27 to now being the CEO of the Americas, how she still takes customer calls, why the future of CX isn’t about bots versus humans, ho…

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#67: CMOs are shaping the messaging and the markets with Monica Kumar, Extreme Networks 23:51

30d ago23:51

23:51

Is the Chief Marketing Officer becoming the Chief Market Officer? Are CMOs now responsible not just for messaging to the market, but for actively shaping and creating it? Agility requires not just reacting to market changes, but anticipating them and creating the future you want to see. It demands a deep understanding of customer needs, competitive…

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Some of the most innovative brands in the world are using AI to create a service dividend - Interview with Tom Eggemeier of Zendesk 24:21

1M ago24:21

24:21

Today’s episode of the Punk CX podcast features a chat that I had with Tom Eggemeier, the Chief Executive Officer of Zendesk, following the conclusion of Zendesk’s recent AI Summit. We talk about the highlights from the event, what’s different from what they announced at Relate back in March, how they now have 20,000 customers using their AI and wh…

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#66: Building a culture of AI innovation with Michael Domanic, UserTesting 21:21

1M ago21:21

21:21

Is your organization truly AI-powered, or are you just slapping a little GenAI onto existing processes? Agility requires embracing experimentation and empowering teams to rapidly iterate, especially when integrating transformative technologies like AI. It also demands a culture that views failure as a learning opportunity, not a setback. Today, we'…

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The terms deflection and containment should be banned - Interviews from Cisco's WebexOne 1:01:42

1M ago1:01:42

1:01:42

Today’s episode of the Punk CX podcast is a three-part episode featuring conversations I had with Vinod Muthukrishnan, the VP & COO for the Webex Customer Experience Business Unit at Cisco, Chang Chang, a Senior Director of Product for Cloud CX Solutions at Cisco and a Cisco Webex customer - Patrick Cornish, a Senior Network Engineer specialising i…

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#65: Transforming CX with AI plus People, Processes, and Platforms, with John Durocher, Calix 23:03

1M ago23:03

23:03

Are your people, processes, and platforms delivering value or to drive better customer experiences, or are they—and your CX—disconnected and siloed? Agility requires a willingness to adapt and evolve, as well as a deep understanding of how customer trust is built (or broken) through simplicity, personalization, and empowered employees. Today, we're…

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The State of Customer Engagement - Interview with Chris Koehler of Twilio 40:57

2M ago40:57

40:57

Today’s episode of the Punk CX podcast features Chris Koehler, the Chief Marketing Officer at Twilio. We discuss Twilio’s recently published State of Customer Engagement Report, how many brands are using AI to personalise experiences and the impact they are seeing as a result, customer concerns about the use of their data, the rise of first-party d…

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#64: Successful AI adoption requires human ingenuity, with Nickole Brown, Cella by Randstad Digital 25:40

2M ago25:40

25:40

Is the hype around AI in marketing finally starting to match reality, or are we still just scratching the surface of its true potential? Agility requires a willingness to experiment with new technologies like AI, but it also demands a deep understanding of your customer and the ability to adapt your strategies based on data and insights. It also re…

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Closing the CX chasm - Interview with Jamie Anderson of UserTesting 55:38

2M ago55:38

55:38

Today’s episode of the Punk CX podcast features Jamie Anderson, Chief Revenue Officer of UserTesting. Jamie joins me today to talk music, the mismatch between what companies believe they deliver and what customers actually experience, and how this can be fixed with human-first design. We also explore how AI risks disconnecting teams from real human…

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#63: Marketing in a world of agent to agent transactions with Mathieu Dhondt, EPAM 23:41

2M ago23:41

23:41

What is the role of marketing when humans are taken out of both ends of the customer experience, replaced by AI agents talking directly to each other on our behalf? Agility requires more than just implementing the newest AI tools — it means being able to make smart, strategic choices about which technologies are actually creating value for your cus…

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Creating a customer service system that scales without losing authenticity - Interview with Ty Givens of CX Collective 47:06

2M ago47:06

47:06

Today’s episode of the Punk CX podcast is with Ty Givens, who is the Founder and CEO of CX Collective, where she partners with ambitious brands to build customer experience programs that don’t just keep up—they lead. Ty joins me today to talk about how emotional labour and systems thinking are missing from leadership, why there is a better way to r…

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#62: B2B CX and the Evolving B2B Customer with Rajesh Sankaran 21:21

2M ago21:21

21:21

Agility requires a deep understanding of evolving customer expectations and the ability to adapt quickly to meet those needs, especially in the complex B2B landscape. It also demands breaking down silos between marketing, sales, and customer service to create a unified customer journey. Today, we're going to talk about the nuances of B2B customer e…

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Think you know Gen Z? Think again - Interview with Matt Powell of Great State 55:19

2M ago55:19

55:19

Today’s episode of the Punk CX podcast is with Matt Powell, Creative Director at Great State, a digital product and service design agency. Matt joins me today to talk about some research that they recently released called Shifting States, which examines Gen Z behaviours and digital expectations. We explore the implications of this research, what it…

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#61: How agentic AI can transform B2B event marketing with Travis Cushing, CPO of RainFocus 23:19

2M ago23:19

23:19

If you had to bet on one technology that will fundamentally reshape B2B marketing in the next five years what would it be, and would it have "agentic" and "AI" in the name? Agility requires not just reacting to technological advancements like agentic AI, but proactively experimenting with them and adapting your strategies based on real-world result…

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#60: Anticipating and adapting to change with Kathleen Pomento, ProcureAbility 22:40

3M ago22:40

22:40

Agility requires not only adapting to change but also anticipating it. This means understanding the evolving needs of your customers and the broader market landscape, and adjusting your strategies accordingly. Today, we're going to talk about navigating the complexities of marketing in the procurement services industry, especially in times of econo…

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Why most brands build chatbots backwards - Interview with Sophie Cheng of Sinch 36:59

3M ago36:59

36:59

Today’s episode of the Punk CX podcast is with Sophie Cheng, the Senior Vice President of Product Marketing at Sinch, the global CPaaS (Communications Platform as a Service) provider. Sophie joins me today to talk about why most brands build chatbots backwards, why success hinges on journey-led design, not tech-first thinking, how to design real co…

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#59: Maintaining customer centricity by knowing when to automate with Jeanne Duca, BCN 17:36

3M ago17:36

17:36

With customer centricity being top of mind, is the rush to automate and hyper-personalize making things better or is it making customers feel less connected to their favorite brands? Agility requires keeping the human elements of empathy and understanding visible and audible beneath growing layers of automation tools. Today we're going to talk abou…

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The value of hyperpersonalization and the state of CX - Interview with Greg Kihlström of The Agile Brand 1:01:17

3M ago1:01:17

1:01:17

Today’s episode of the Punk CX podcast is with Greg Kihlström from The Agile Brand. Greg is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to top companies on marketing technology, marketing operations, and digital transformation initiatives. A couple of months ago, Greg invited me to be a guest on his sho…

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#58: Interfaces that generate joy, with Dominik Angerer, Storyblok 20:44

3M ago20:44

20:44

Is it possible for enterprise marketing technology to actually spark joy? Or are we all just resigned to a future of clunky interfaces and frustrating workflows? Agility requires adaptable technology and empowered teams. It also requires a willingness to embrace new approaches and a focus on continuous improvement. Today, we're going to talk about …

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Envisioning a personal AI agent for every customer - Interview with Malte Kosub of Parloa 35:06

3M ago35:06

35:06

Today’s episode of the Punk CX podcast is with Malte Kosub, the co-founder and CEO of Parloa, a provider of an enterprise-grade AI agent management platform for customer service. Malte joins me today to talk about standing out in an increasingly crowded field, his vision for how customer support will evolve over the coming five years, and what succ…

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#57: Supply chain as competitive advantage with Salvatore Lombardo, Coupa 20:43

3M ago20:43

20:43

Is your supply chain a competitive advantage, or your biggest liability waiting to be exposed? Agility requires preparing for the unpredictable, especially when your brand's ability to deliver hinges on global events that are entirely out of your control. In a world of political unrest, regulatory change, and natural disasters, the brands that win …

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#56: Building a global B2B marketing strategy with Sangeeta Prasad, Slalom 16:31

4M ago16:31

16:31

What's harder—building a global marketing strategy from scratch, or educating your organization on why it matters in the first place? Today's guest has done both—twice. Sangeeta Prasad is the Chief Marketing Officer of Slalom, a global business and technology consulting firm with $3 billion in revenue and a presence in over 40 markets. With three d…

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Transforming CX with predictable AI and workflow automation - Interview with Rebecca Miller of Pega 39:00

4M ago39:00

39:00

Today’s episode of the Punk CX podcast is with Rebecca Miller, Senior Product Strategy Manager in the customer service and sales automation division at Pega. Rebecca joined me on the podcast recently to talk about the recently announced Pega Self-Service Agent, the problem with the current solutions in the market, why Pega is taking a fundamentally…

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#55: AI and small businesses with Aparna Khurjekar, Verizon Business 23:51

4M ago23:51

23:51

We're seeing a fascinating paradox: while everyone's talking about AI's impact on Big Tech, it's quietly revolutionizing small businesses. Is this a sign that SMBs are more agile and adaptable than their enterprise counterparts, or is something else at play? Agility requires not just adopting new technologies, but understanding how they fundamental…

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Overcome incrementality by reimagining customer and agent experience - Interview with NiCE's CEO and Staysure's COO 1:08:19

4M ago1:08:19

1:08:19

Today’s episode of the Punk CX podcast features two interviews. The first is with Scott Russell, CEO at NiCE, a provider of AI-driven customer service software that helps deliver automation & personalized experiences at scale. Scott and I talk about their recent Interactions events in Las Vegas and London, why many organisations are still uncertain…

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#54: Building a world-class brand from scratch with Maria Winans, Kyndryl 25:29

4M ago25:29

25:29

What if rebranding wasn't just about a new logo and tagline, but about transforming an 80,000-person company's entire culture and strategy? What if brand became one of your most valuable tools for business reinvention? Today, I'm joined by Maria Winans, Chief Marketing Officer at Kyndryl. After nearly three decades at IBM, Maria took on the monumen…

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Five blind spots that get in the way of customer understanding and growth - Interview with Toni Keskinen of 180ops 1:00:29

4M ago1:00:29

1:00:29

Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data that empowers B2B businesses to drive revenue growth, optimize operations, and enhance customer lifetime value. Toni joins me today to discuss five different blind spots tha…

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#53: Creating brands and categories in regulated industries, with Kristin Russel, Symplr 23:50

4M ago23:50

23:50

Can a brand in a highly regulated industry stand out without stepping outside the lines? Today we're going to talk about how to create memorable brands and even new categories—within established and often highly regulated sectors like healthcare technology. To help me discuss this topic, I'd like to welcome Kristin Russel, Chief Marketing Officer a…

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SRM and why it matters to growth and customer experience - Interview with Ryan Hamilton 44:05

4M ago44:05

44:05

Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer Podcast with Colin Shaw. Ryan joins me today to talk about his new book (The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things), why an obse…

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#52: Navigating the effect of AI on marketing jobs and the job market with Sue Keith, Landrum Talent Solutions 19:09

4M ago19:09

19:09

This episode is brought to you by Landrum Talent Solutions, a national recruiting firm specializing in marketing and HR positions. Our guest today has been keeping us up to date with the current state of hiring for marketers on a quarterly basis, which has taken us on quite a roller coaster ride. Today we're going to look at how marketing and commu…

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Employee understanding and cracking the code of a better employee experience - Interview with Annette Franz 38:53

5M ago38:53

38:53

Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast and appeared back in 2019. She joins me today to talk about her new book: Employee Understanding: A Three-Pillar Framework for Designing a Great Experience and Driving Business Success, the difference between e…

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#51: Readying an AI-augmented workforce with John Munsell, Bizzuka 24:06

5M ago24:06

24:06

Everyone listening that is already in the workforce, from entry level positions to leaders has had to learn at least a little bit about AI over the last few years. But what are we teaching college students about how AI will impact their work, and more importantly, what should we be teaching them? Today we're going to talk about helping companies sc…

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#50: REPLAY: Data-driven decision-making in B2B marketing and sales with Kunal Mangal, Verizon Business Group 28:46

5M ago28:46

28:46

Making intelligent decisions is critical for all businesses, but relying on good information is becoming more critical than relying on what worked yesterday. Today we're going to talk about data-driven decision making in B2B marketing and sales. I'd like to welcome Kunal Mangal, Associate Director of MarTech Strategy at Verizon Business Group, who …

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Without context, an insight is worth nothing - Interview with Jochem van der Veer of TheyDo 50:48

5M ago50:48

50:48

Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer experiences by aligning teams around the customer journey. We discuss customer journeys, journey mapping, and data, highlighting how businesses risk exacerbating data overwhelm i…

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#49: Adapting your B2B marketing playbook at the speed of AI, with Victoria Blackwell, G2 27:04

5M ago27:04

27:04

Agility today means adapting your marketing playbook at the speed of AI—experimenting fast, learning faster, and never assuming yesterday's tech advantage still applies. Today we're going to talk about how B2B marketers should be thinking about AI in the months ahead—and how to know if you're already behind. To help me discuss this, I'd like to wel…

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#48: REPLAY: B2B Brand Stories with Tiffany Grinstead, Nationwide Insurance 30:18

5M ago30:18

30:18

We aired this episode a little while ago but wanted to share it again because we think there are some great insights for B2B marketers within it. Today we're going to talk about using personalization to create more engaging and inspiring stories for B2B brands. To help me discuss this topic, I'd like to welcome Tiffany Grinstead, Vice President – P…

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Voice still reigns in customer service - Interview with Nikola Mrkšić of PolyAI 55:06

5M ago55:06

55:06

Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent research of theirs that finds that the phone still reigns in customer service, making the contact center into a ‘command center,’ why voice channels aren’t relics of the past but are,…

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#47: The power of AI in UX research and design with Jason Bowman, The Office of Experience 21:35

6M ago21:35

21:35

How does a B2B brand maintain speed and agility in the area of UX design, where it has often taken a considerable amount of time, effort, and testing to get to a better result? Today we're going to talk about using AI strategically in UX research, design, and testing. To help me discuss this topic, I'd like to welcome Jason Bowman, Executive Direct…

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The future of CX and agentic CX - Interview with Sid Banerjee of Medallia 40:54

6M ago40:54

40:54

Today’s interview is with Sid Banerjee, Chief Strategy Officer at Medallia, a leading provider of customer and employee experience management solutions. I first talked to Sid 11 years ago on this podcast when he was Founder & CEO at Clarabridge. This time around, we talk about what has happened in those intervening years, what brought him out of ‘r…

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#46: Better onboarding and operations using AI to augment with Srikrishnan Ganesan, Rocketlane 18:55

6M ago18:55

18:55

Customer onboarding is often where good intentions often end up with less-than-stellar execution. Delays, confusion, and misalignment derail even the most promising new relationships. Why is onboarding still broken in so many organizations, and how is AI finally changing that? Today I'm joined by Srikrishnan Ganesan, Co-Founder and CEO of Rocketlan…

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Customer-centric innovation and Amazon's PRFAQ - Interview with Marcelo Calbucci 36:40

6M ago36:40

36:40

Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting Amazon’s Innovation Framework to Work for You, why Amazon uses it, the five principles of the PRFAQ, where and how it can be applied and what to expect when you are creati…

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#45: REPLAY: Thriving amidst transformation, with Steve Blum, Autodesk 29:45

6M ago29:45

29:45

We aired this episode a little while ago, but thought it had some amazing insights we thought were worth sharing again. Today we're going to talk about building a change maker culture and how you can help your teams to thrive among change, instead of being disrupted by it. To help me discuss this topic, I'd like to welcome Steve Blum, Chief Operati…