Imagine having to type a ticket using a gaming console - Interview with Tony Adams of Supercell

Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player Experience (PX), the specific challenges that entails, the GiG metric, the horrific thought of having to type a ticket using a gaming console, the commoditisation/dehumanisation of the agent and why we should organize around a skill-based model .......amongst other things. This interview follows on from my recent interview – What the heck is Relative Attractiveness and why it matters? – Interview with Richard Hammond of Uncrowd – and is number 454 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.