Speed without alignment creates experience debt - Interview with Jamie Homen of Mural

Today’s episode of the Punk CX podcast features a chat I had with Jamie Homen, Chief Customer Officer at Mural, a leading visual work platform. Jamie and I talk about why speed without alignment creates experience debt, the role AI is playing in that, how organizations should be thinking about using customer interaction data to influence product and roadmap prioritisation decisions, and why alignment is often a market design problem, not just a cultural one. This interview follows on from my recent interview – Insights from Zendesk Relate – Interview with Tom Eggemeier, Shana Simmons and Cristina Fonseca – and is number 589 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.