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

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 about how to best leverage AI and innovation to transform customer experiences, why we should be creating a more human experience and not just automating for efficiency, their 2025 Global Happiness Index, a new report they have produced called The C-Suite Disconnect and, finally, their new campaign about creating a ‘NiCE world’. Following my chat with Scott, I spoke to Alistair Hadfield, the COO of Staysure Group, the UK’s #1 Travel Insurer, about the digital transformation that they are going through, their journey with NiCE and why they chose them and what lessons they have learnt along the way. This interview follows on from my recent interview – Five blind spots that get in the way of customer understanding and growth – Interview with Toni Keskinen of 180ops – and is number 549 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.