As people, we don't need personalization, we need humanization - Interview with Paul Greenberg

Punk CX with Adrian Swinscoe

Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services, including CRM, customer experience and customer engagement strategies. He is also an author, considered a thought leader in CRM and often called “The Godfather of CRM” (that’s the industry's name for him not his. His is "CRM Grandfather" because he's OLD [His words, not mine 😂]). Paul is also one of the contributors to Punk XL. He joins me on the podcast to catch up and talk about the state of the CRM market, what’s exciting him about the customer technology market, Playaz Production Networks, and to get his view on the emergence of ChatGPT, amongst other things.

This interview follows on from my recent interview – We can’t be digital-first, we have to be customer-first – Interview with Sue Duris of M4 Comms – and is number 460 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.