Today’s interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey with Lush from starting work in one of their shops to now managing the global customer care team that covers 24 markets, 15 different languages, and another 20 partner markets.

This interview follows on from my recent interview – Omnichannel was a myth – Interview with Gaurav Passi of Zingly – and is number 541 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.

Today’s interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about FORO (the Fear of Reaching Out), the Great CX Paradox, why Omnichannel was a myth and how ‘Rooms’ could be the answer.

This interview follows on from my recent interview – Why businesses need to invest in both brand and customer experience – Interview with Martin Gill of Forrester – and is number 540 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.

Today’s interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be taking place in London (and digitally) from June 2–4, 2025. We explore the major themes of the event, including why businesses need to invest in both brand and customer experience to maximise growth, what practitioners should be keeping in mind when thinking about design for the future of experiences and the role of organisational culture and leadership in all of that.

You can find out more about the event here. Also, if you use the discount code CXEMEAPUNK, you’ll get 10% off the ticket price.

This interview follows on from my recent interview – Legacy transformation, agentic AI and how to get it right – Interview with Don Schuerman of Pega – and is number 539 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.