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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

00:52:37

The problem of customer indecision and how to get...

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

2022/10/07

Today’s interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The Challenger Sale, The Effortless Experience and The Challenger Customer. Matt joins me today to talk about his new book (The Jolt Effect: How High Performers Overcome Customer Indecision - co-authored with Ted McKenna), how they conducted their research, what they found out, how indecision is the biggest barrier to sales and decision-making in

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00:51:28

Customer experience isn't about experience at all. It...

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

2022/09/30

Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some of the results, the big trends and shifts that are driving the future of customer service and a webinar (registration link) that they are holding next week (Oct 4th) as part of Customer Service Week. This interview follows on from my recent interview – CX professionals extol the importance of empathy towards external customers but often

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01:01:02

CX professionals extol the importance of empathy...

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

2022/09/20

Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack Springman passed away on Sept 8th 2022. This podcast was recorded in the early part of August 2022 and in it Jack and I talk about his new book: Customer Experience & Marketing - The Final Rant (free to download). This interview follows on from my recent interview – Customer success professionals should focus

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00:47:01

Customer success professionals should focus on net...

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

2022/09/09

Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. You Mon joins me today to talk about customer success, why it’s more important now than ever, what firms should be doing to successfully navigate a downturn and why a customer success mindset would benefit almost every organisation. This interview follows on from my recent interview – Not enough companies realize that customer

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00:53:43

Not enough companies realize that customer support is...

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

2022/09/02

Today’s interview is with Nooshin Alibhai and Eric Klimuk, co-founders and CEO and COO respectively at Supportbench, a full-stack customer support software provider that is made specifically to serve the B2B space. Nooshin and Eric join me today to talk about the 4 types of customer support solutions that are out there and what’s missing, what’s so different about the B2B support model, why B2B is so much harder to build for and what Supportbench are doing to address these challenges. This

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00:55:47

Delivering personalised search experiences in an...

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

2022/08/25

Today’s interview is with Angel Maldonado, CEO & Founder of Empathy, who create human-centred, commerce search & discovery platforms that combine innovative technology, behaviour-based algorithms and data intelligence with understanding and empathy to enrich customer interactions. Angel joins me today to talk about ethical commerce, the Ethical Commerce Alliance, the changing data and privacy landscape and how we can deliver personalised search experiences in an ethical way. This

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00:56:59

Lack of a clear vision leads to higgledy-piggledy...

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

2022/08/14

Today’s interview is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a gourmet food business group headquartered in Ann Arbor, Michigan, USA. Ari was previously on the podcast back in 2020 and is also one of the contributors to Punk XL. Ari joins me today to talk about business visions, visioning, his new pamphlet on visioning (The Story of Visioning at Zingerman’s: Four Visions, Forty Years, and a Positive Look Towards the Future), how many service

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00:36:04

The digitization of the supply chain and its impact...

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

2022/08/05

Today’s interview is with Sanjay Brahmawar, the CEO of Software AG, a software pioneer that is helping over 10,000 organisations worldwide connect people, departments, systems and devices through integration & APIs, IoT & analytics as well as business & IT transformation. Sanjay joins me today to talk about the supply chain problems that have been affecting many businesses in recent months, unstable consumer demand patterns, Internet of Things (IoT) and streaming analytics,

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01:02:22

Creating a metaverse experience that helps veterans...

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

2022/07/27

Today’s interview is with Robert Bell, Founder and CEO of 2B3D, who with their partners are developing a first-of-its-kind metaverse/NFT/gaming platform where military veterans can access live PTSD therapy. Now, I’ve been reading quite a bit about the metaverse lately and how it’s going to be the next big thing. But, on the back of some horror stories around lack of safeguards and controls and a bunch of other things, I’ve also been wondering about how it’s going to integrate with and impact

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00:38:56

42% of workers feel that digital transformation...

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

2022/07/19

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new report they have just released called Workforce Trends Report 2022, the headline findings, complexity in the enterprise, how it affects us, the impact and what we should be doing about it. This interview follows on from my recent interview – Unlocking the hidden value of language to drive personalisation – Interview with Assaf Baciu of Persado – and is number

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00:47:23

Unlocking the hidden value of language to drive...

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

2022/07/10

Today’s interview is with Assaf Baciu, the Chief Operating Officer and co-founder of Persado. Assaf joins me today to talk about Motivation AI, language, personalisation and unlocking the hidden value of language in our interactions with customers. This interview follows on from my recent interview – Design is not design without research – Interview with Alfonso de la Nuez of UserZoom – and is number 432 in the series of interviews with authors and business leaders that are doing great things,

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01:12:18

Design is not design without research - Interview...

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

2022/06/30

Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk about UserZoom’s recently published research called The State of UX 2022, what they found out, the difference between CX and UX, the value of research and design and lots of other things. This interview follows on from my recent interview – The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC –

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00:59:24

The idea that scripts ruin customer experience is a...

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

2022/06/20

Today’s interview is with Jimmy Hosang, C-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider that helps people make better decisions faster. Jimmy joins me today to talk about how technology has made things worse, why vanity metrics like NPS don’t make sense, how speech analytics has been miss-sold and why we need to go back to creating the best experience. This interview follows on from my

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01:00:23

Leveraging branded virtual assistants to drive...

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

2022/06/11

Today’s interview is with Eric Turkington, Vice President of Growth at RAIN, a pioneer in voice & conversational AI, that is helping people, brands and businesses do amazing things with voice technology. Eric joins me today to talk about intelligent voice assistants, the state of demand, how both B2C and B2B brands are leveraging Branded Virtual Assistants (BVA’s) to drive personalisation and innovation and lots of other stuff. This interview follows on from my recent interview – Little

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00:55:37

Little personal touches can make all the difference -...

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

2022/05/30

Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in Spain to customers worldwide. Jawad joins me today to talk about how the brand came about, the future of customer experience, the inspiration behind the brand name and what great service and experience means for an emerging and fast-growing small brand. This interview follows on from my recent interview – Why you shouldn’t

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00:56:17

Why you shouldn’t always build for the 'happy path' -...

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

2022/05/23

Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think very much about customer engagement, how many brands don’t take an inclusive approach to customer engagement, why you shouldn’t always build for the the ‘happy path’, what we can learn from not-for-profit organisations about understanding customers and delivering services as well as some great examples of Twilio clients that

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00:50:40

To be good at customer experience has to begin with...

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

2022/05/13

Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, What Customers Hate, why he chose to focus on hate and not love, the TV show Undercover Boss, outdated customer experience best practice, the SOS Approach and why customer surveys may be your enemy amongst a bunch of other things. This interview follows on from my recent interview – Having gone through 10 years of transformation in the past two

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00:44:39

Having gone through 10 years of transformation in the...

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

2022/05/04

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing complexity, how tech can help, what lessons he has learned from the pandemic, the upcoming Pegaworld (www.pegaworld.com) and who he is most looking forward to hearing speak. This interview follows on from my recent interview – Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET - and is number 425 in the

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00:56:53

Busting some CCaaS and CX technology myths -...

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

2022/04/25

Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world's first and only cloud contact center platform for the smartphone era. Vasili joins me today to share his CCaaS Industry Hit List, what we should be thinking about when it comes to CX technology and what questions we should be asking. This interview follows on from my recent interview – Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo – and is number 424 in the

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00:49:25

Using customer experience as a tool to drive economic...

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

2022/04/19

Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global thought leader and book author. Mandisa joins me today to talk her journey and using CX as an economic development tool.” This interview follows on from my recent interview – The impact hateful and toxic social media content has on your customers and people and what to do about it – Interview with Joel Bailey of Arwen – and is

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