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PODCAST

Punk CX: Customer Experience Insights with Adrian Swinscoe

Adrian Swinscoe | Customer Experience Strategy Expert

Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service. Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new

business management

All Episodes

00:42:33

The connection between flight simulators, agent...

Punk CX: Customer Experience Insights with Adrian... ·

2023/04/14

Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins me today to talk about agent turnover and attrition and how much of that is driven by the level of training, preparation and support that agents receive and how they are leveraging AI and simulation training to help solve this perennial problem and improve outcomes for both customers and employees. This interview

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00:43:48

The crucial role of constant storytelling and change...

Punk CX: Customer Experience Insights with Adrian... ·

2023/04/04

Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea. Nadia joins me today to talk about transforming IKEA’s customer support, the rationale behind their three-year transformation programme, what they did, what they achieved and what they learned along the way. This interview follows on from my recent interview – As people, we don’t need personalization, we need humanization – Interview with Paul Greenberg – and is number 461 in the series of

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00:55:31

As people, we don't need personalization, we need...

Punk CX: Customer Experience Insights with Adrian... ·

2023/03/28

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

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00:54:13

We can't be digital-first, we have to be...

Punk CX: Customer Experience Insights with Adrian... ·

2023/03/20

Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal customers, being curious enough to care and why we can't be digital-first and that we have to be customer first. This interview follows on from my recent interview – Tool time, task time and how ChatGPT will change everything in customer support – Interview with Des Traynor of Intercom – and is number 459 in the series of

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00:56:25

Tool time, task time and how ChatGPT will change...

Punk CX: Customer Experience Insights with Adrian... ·

2023/03/10

Today’s interview is with Des Traynor, Chief Strategy Officer and Co-founder at Intercom. Des joins me today to talk about some research they recently conducted around customers' communication preferences and what that means. We then go on to talk about ChatGPT and how they believe it will change everything, particularly in the world of customer service, support and experience. This interview follows on from my recent interview – Let your people be the humans they’ve spent all their life

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00:47:31

Let your people be the humans they've spent all their...

Punk CX: Customer Experience Insights with Adrian... ·

2023/03/01

Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The Human Experience: How to make life better for your customers and create a more successful organization), three myths that get in the way of injecting more humanity into experience and seven behaviours and five enablers that help companies and brands deliver a more human experience amongst some other things. This interview follows on from

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00:45:25

We need to move leadership from the job of one to the...

Punk CX: Customer Experience Insights with Adrian... ·

2023/02/21

Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book called When Everyone Leads: How The Toughest Challenges Get Seen And Solved. Julia joins me today to talk about the new book, why we need to change the way we look at leadership, adaptive vs technical challenges and how to get started on creating a culture where everyone leads. This interview follows on from my recent interview – Building your house

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00:45:58

Building your house to be able to deliver a truly...

Punk CX: Customer Experience Insights with Adrian... ·

2023/02/12

Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also the host of The Agile Brand with Greg Kihlström podcast. Greg joins me today to talk about his new book: House of the Customer - A blueprint for one-to-one, customer-first, employee-driven business transformation, customer journey orchestration, his own podcast and a bunch of other things. This

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01:00:42

Imagine having to type a ticket using a gaming...

Punk CX: Customer Experience Insights with Adrian... ·

2023/02/03

Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player Experience (PX), the specific challenges that entails, the GiG metric, the horrific thought of having to type a ticket using a gaming console, the commoditisation/dehumanisation of the agent and why we should organize around a skill-based model .......amongst other things. This interview follows on from my recent interview – What the

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00:54:26

What the heck is Relative Attractiveness and why it...

Punk CX: Customer Experience Insights with Adrian... ·

2023/01/26

Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd, the innovative enterprise SaaS experience analytics platform that helps organisations grow market share by revealing their Relative Attractiveness versus competitors. Richard joins me today to talk about Friction/Reward, the last three years, how their thinking has evolved, Relative Attractiveness and how RA can help organisations understand their NPS and CSAT outcomes. This is also the 12th anniversary episode of my

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00:59:48

Customer journey orchestration made easy - Interview...

Punk CX: Customer Experience Insights with Adrian... ·

2023/01/17

Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global experience in Customer Experience Management, Real-Time Interaction Management, and Analytical CRM. Mark is a friend of the podcast and has appeared here twice before. Once in 2017 and again in 2021. This interview is slightly different this week as it’s a slightly trimmed and repurposed LinkedIn Live conversation that Mark and I had in December

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00:57:46

Leadership lessons from the winner of the 2022 CX...

Punk CX: Customer Experience Insights with Adrian... ·

2023/01/06

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong Indonesia ( JD.ID), which is a subsidy of Jingdong (JD.com), one of the largest retailers in China. This interview is slightly different this week as I conduct it with Clare Muscutt, Founder and CEO of Women in CX but follows the same format to the one last year where we interviewed Sri Safitri of Telkom Indonesia

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00:56:45

Customer success and the role of community -...

Punk CX: Customer Experience Insights with Adrian... ·

2022/12/20

Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. She joined 37signals in 2021 and joins me today to talk about customer service and customer experience in small to mid-market companies, customer success and the role of community, leadership and remote work and their EoS (everyone on support) initiative amongst other things including satnavs and legendary sandwich shops around the world. Read the show the interview highlights here. This

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00:53:38

Even CX champions are struggling to keep up with...

Punk CX: Customer Experience Insights with Adrian... ·

2022/12/09

Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main trends and headlines coming out of the report, what we can learn from them and what sort of things CX leaders need to be thinking about doing in order to deliver that stand out experience. This interview follows on from my recent interview – Time, customer experience and driving retention and growth – Interview with Katie Christian

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00:45:41

Time, customer experience and driving retention and...

Punk CX: Customer Experience Insights with Adrian... ·

2022/11/29

Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. Katie joins me today to talk about time, scheduling, how much time is wasted setting up meetings, why scheduling is an essential part of customer experience, how it can help create competitive advantage and a bunch of other things. This interview follows on from my recent interview – Five years on and real time guidance is now becoming a must have

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00:46:47

Five years on and real time guidance is now becoming...

Punk CX: Customer Experience Insights with Adrian... ·

2022/11/21

Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five years on from our initial conversation back in 2017, talks me through their journey since then, the emergence of the real-time guidance space and what service and experience leaders should be thinking about right now. This interview follows on from my recent interview – CX professionals should be taking their favourite finance person

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00:51:06

CX professionals should be taking their favourite...

Punk CX: Customer Experience Insights with Adrian... ·

2022/11/13

Today’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer (HoC) as well as an author. Jim joins me today to talk about his new book, Do B2B Better: Drive Growth Through Game-Changing Customer Experience, what gets in the way of organisations building a differentiated customer experience and what it takes to be a B2B change maker. This interview follows on from my recent interview – Treat your customers

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00:59:26

Treat your customers well and your employees better -...

Punk CX: Customer Experience Insights with Adrian... ·

2022/11/06

Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack. Liza joins me today to talk about how EX and CX efforts in organizations are often handled separately, why you need to prioritize and foster a positive employee experience, the important role that Diversity, Equity, Inclusion and Belonging plays in this and what leaders should be thinking about and doing so they can merge their CX and EX efforts. This interview follows on from my recent interview – The

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00:57:45

The killer combination: Customer success, happiness...

Punk CX: Customer Experience Insights with Adrian... ·

2022/10/25

Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me today to talk about Zoho’s vision for CX, transnational localism, the link between customer success, employee happiness and business results, a new whitepaper and what service and experience leaders should be thinking about and doing. This interview follows on from my recent interview – Product Led Growth (PLG) is missing a pillar –

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01:00:48

Product Led Growth (PLG) is missing a pillar -...

Punk CX: Customer Experience Insights with Adrian... ·

2022/10/17

Today’s interview is with Joe Andrews and Martin Schneider. Joe is the Chief Marketing Officer and Martin is the Chief Evangelist and Head of Solutions Marketing at SupportLogic, whose technology helps unlock insight from unstructured data in every customer interaction and shares actionable real-time recommendations to help improve the customer's experience. Joe and Martin join me today to talk about product-led growth (PLG), what it is, the pillars that it sits on, why Joe and Martin think it

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