Customer experience is becoming autonomous - Interview with Andrew Bialecki of Klaviyo

Today’s episode of the Punk CX podcast features a chat I had with Andrew Bialecki, the co-founder and co-CEO of Klaviyo, the autonomous B2C CRM that helps brands understand who their customers actually are – so every interaction feels personal. We talk about how customer experience is becoming autonomous, why every brand is becoming a service company, what organizations will need to do to make that shift, why the future is agent-to-agent, what the implications for brands are, and how we are also moving from vibe coding to vibe marketing. This interview follows on from my recent interview – Speed without alignment creates experience debt – Interview with Jamie Homen of Mural – and is number 590 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.