From product-led innovation to a service-led experience model - Interview with Deborah Honig of Samsung UK & Ireland

Today’s episode of the Punk CX podcast is with Deborah Honig, Chief Customer Officer at Samsung UK & Ireland. Deborah joins me today to talk about shifting Samsung’s UK & Ireland business from innovation-led storytelling to service-led experiences, the servitization process, how they are building AI into their products, how they are building trust with customers to fuel adoption, how customers are reacting to that and what’s next for Samsung and their move towards service-led experiences. Given that Deborah is deeply immersed in this space, we finish off with the trends and things she expects to see/emerge in the coming 12 months, her best advice for brands wanting to build standout customer experiences, her Punk CX brand, and her very own good news story. This interview follows on from my recent interview – Automate problems, not just symptoms – Interview with Nick Clark of BCG – and is number 570 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.