Using orchestrated serendipity allowed one brand to improve its conversion rate by 15% - Interview with Gregg Johnson of Invoca

Today’s episode of the Punk CX podcast features a recent conversation I had with Gregg Johnson, CEO of Invoca, a leading revenue execution platform. Gregg and I recorded this podcast while we were both at Adobe Summit in Las Vegas recently. We talk about why the buying experience is broken at the exact moment customers need help most, why trust is the competitive moat, whether we will see more and more brands develop their own specific SLMs, what brands should be doing to build up trust with customers and their recent research which finds that while 86% of marketers believe AI improves the buying experience, only 35% of consumers agree and which brands are getting it right. This interview follows on from my recent interview – Why you don’t need a separate AI strategy – Interview with Charlene Li – and is number 586 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.