Today’s episode of the Punk CX podcast is with Sophie Cheng, the Senior Vice President of Product Marketing at Sinch, the global CPaaS (Communications Platform as a Service) provider. Sophie joins me today to talk about why most brands build chatbots backwards, why success hinges on journey-led design, not tech-first thinking, how to design real conversational experiences and key pitfalls to avoid with AI assistants.

This interview follows on from my recent interview – The value of hyperpersonalization and the state of CX – Interview with Greg Kihlström of The Agile Brand – and is number 553 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.