x

75% of people globally want unbiased news (Pew Research) but are concerned they're not getting that.

Get balanced coverage with Symby. See how stories are covered across diverse outlets and spot when one side covers a story the other skips.

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

00:49:25

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

en

00:52:39

The impact hateful and toxic social media content has...

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

2022/04/06

Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media in less than a second. Joel joins me today to talk about hate and toxicity in social media, the scale and cost of the problem and the impact it has not only on customers but also your team. This interview follows on from my recent interview – The 3 pillars of agent happiness – Interview with Tue Søttrup of Dixa – and is number 422

en

00:45:18

The 3 pillars of agent happiness - Interview with Tue...

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

2022/03/28

Today’s interview is with Tue Søttrup, Chief CX Evangelist & VP CX Excellence at Dixa, a customer service platform that generates value for brands and customers through better conversations. Tue joins me today to talk about some recent research that Dixa recently released, what we can learn from it, knowledge centred service and agent happiness. This interview follows on from my recent interview – In three years gig experts will be able to do everything agents can do in the contact centre

en

01:17:55

In three years gig experts will be able to do...

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

2022/03/21

Today’s interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre industry: low pay, high attrition and access to new talent. Roger joins me today to talk about gig-based customer service, the gig economy, the GoodGig® Charter, Limitless and how brands are leveraging gig-based customer service. This interview follows on from my recent interview – We should talk about moments that shatter rather

en

00:52:33

We should talk about moments that shatter rather than...

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

2022/03/02

Today’s interview is with Michael G. Bartlett who is the Director of Experience Innovation at JMARK, an I.T. support and I.T. services company, Founder of the CCXP Exam Simulator and the author of a new book called: The Dark Side of CX: The costly patterns that turn loyal customers into brand haters. Michael joins me today to talk why we should talk about moments that shatter rather than the moments that matter, the dark patterns that reside in CX, priyomes and what CX practitioners and leaders

en

00:57:59

The future of personalization and loyalty is dynamic...

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

2022/02/21

Today's interview is with Christian Selchau-Hansen, the CEO and co-founder of Formation.ai, a machine learning-powered offer optimization pioneer. Christian joins me to talk about loyalty, personalization, dynamic offer optimization and what eXperience Leaders should be doing to build better relationships with their customers and drive better business outcomes. This interview follows on from my recent interview – Leadership and life lessons from the winner of the 2021 CX Leader of the Year –

en

00:40:47

Leadership and life lessons from the winner of the...

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

2022/02/10

Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation at Telkom Indonesia. This interview is slightly different this week as I am conducting it with Clare Muscutt, Founder and CEO of Women in CX. The original interview can be found here but I thought it would be worth re-publishing here too. In the interview we discuss Fitri’s journey to where she is now, why she applied for the CX

en

00:47:43

Leadership, employee experience and the Zoom ceiling ...

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

2022/01/31

Today’s interview is with Dr. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse, a provider of employee engagement and feedback software. Dr Elora joins me to talk about how the Zoom ceiling is the new glass ceiling, challenges with the move to a more hybrid way of working, the impact on the employee experience, who suffers the most and what leaders should be doing and paying attention to. This interview follows on from my recent interview – An #IA40

en

00:40:59

An #IA40 recognized app that is focusing on making...

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

2022/01/17

Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call or chat session, to help them deliver the best outcomes. Brittany joined me to talk about why she made the switch from BPO to vendor side, the emerging landscape of the agent experience, the importance of live channels, ‘Experts on Day One’, contact centre churn and how Cresta’s technology works. This interview

en

01:12:30

CX, loyalty and retention - Lessons from diverse...

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

2022/01/06

Today’s interview is with Andrea Prazakova, who is Senior Vice President Customer Experience at Mastercard in the UAE and David Boucher, the Chief of Service Excellence at Aster DM Healthcare in Dubai, UAE. Andrea and David join me today as we revisit a panel discussion that we had at the CX NXT Martechvibe event in November 2021. We had a lot of fun talking about customer experience, loyalty, the connection between the two, cultural change and implications for CX leaders. This interview

en

00:45:35

CRM systems are not designed with users, and...

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

2021/12/20

Today’s interview is with Justin Vaillancourt is the Chief Technology Officer and co-founder of Dooly, a CRM automation software provider that is making the use of Salesforce fast and painless. Justin joins me today to talk about the findings from their recent research (Dooly Sales Happiness Index - Key Findings November 2021), what they mean, the problem with most CRM systems and why you should make sure your company culture is product driven. This interview follows on from my recent

en

00:47:41

Introducing Punk XL Part Two - Interview with Karen,...

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

2021/12/13

Today’s podcast interview, like last week's, is different. Last week I shared the first part of a two-part conversation about a new book project: Punk XL, that has just been released. Again, it is available as both a podcast and a video [see below or follow this link]. A lot has happened since Punk CX was published in 2019, and Punk XL, where XL stands for eXperience Leadership, seeks to explore what it means and takes to deliver a great experience at different levels (individual, team,

en

00:39:01

Introducing Punk XL - Interview with Serena, Lara,...

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

2021/12/06

Today’s podcast interview is different. Here's how it is different: It’s Part 1 of a two-part conversation about a new project. Part 2 will be released next week. It's available as a podcast and also as a video [follow this link]. But, most excitingly, it's about Punk XL, a follow up book to Punk CX, which I am delighted to say is officially released today around the world! Now, Punk CX was published in 2019 and explored what a punk rock version of customer experience (CX) could look and

en

00:53:06

Only 2% of marketers say they experience perfect...

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

2021/11/24

Today’s interview is with Scott Addington, VP of EMEA Marketing for SugarCRM. Scott joins me today to talk about letting the platform do the work, the continued misalignment of sales and marketing teams, what it is costing them, what they should do about it and how technology can help. This interview follows on from my recent interview – The end of the customer experience is so important but is often looked – Interview with Joe Macleod #Endineering – and is number 410 in the series of

en

00:45:47

The end of the customer experience is so important...

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

2021/11/15

Today’s interview is with Joe Macleod, the Founder & Head of Endineering at AndEnd and a two-time author. Joe joins me today to talk his new book: Endineering: Designing consumption lifecycles that end as well as they begin, why the end of the customer experience is so important, often looked, what that is costing us and what we should be doing about it. This interview follows on from my recent interview – CRM is not just about technology; it’s actually about relationships – Interview with

en

00:33:43

CRM is not just about technology; it's actually about...

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

2021/11/05

Today’s interview is with Victoria Wejchert, who is the founder and CEO of Kinship, a contact management app that makes it easy to store and act on contact information to build stronger professional and personal connections. Victoria joins me today to talk about Kinship, the CRM space, building a phone-based CRM application in what is already a crowded market and how with all of the tech that we are surrounded by right now we are not really focusing on building real, lasting and meaningful

en

00:51:46

12 principles for turning customers and employees...

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

2021/10/28

Today’s interview is with Jon Picoult is founder of Watermark Consulting, a leading customer experience advisory firm, and author of a new book: FROM IMPRESSED TO OBSESSED: 12 Principles for Turning Customers and Employees into Lifelong Fans. Jon joins me today to talk about the book, the most universal problem in customer experience today, why customer experience is like a choreographed performance, the biggest mistake companies make when embarking on a customer experience improvement effort

en

00:38:21

Customer purchasing decisions are increasingly being...

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

2021/10/20

Today’s interview is with Alan Williams, who is the Founder & MD, SERVICEBRAND GLOBAL, and helps service sector organisations to deliver significantly better business performance and a service excellence culture through values-driven organisational alignment. He joins me today to talk about his new book: “The Values Economy, How to Deliver Values Driven Service for Sustained Performance”, what we can learn from it, how values can impact better service and experience and World Values

en

00:38:44

Customer service: The most important job in the...

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

2021/10/07

Today’s interview is with Fortuné Alexander who is the senior director of product marketing for customer service and sales automation solutions at Pega. Fortuné joins me today to talk about National Customer Service Week, recognising and celebrating excellent customer service, the changing world of work, service with respect, simplifying service, applying technology, where to start, contact center heroes and giving them the recognition they deserve and also leadership. This interview follows

en

01:01:41

The only thing that limits you on a no code platform...

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

2021/10/01

Today’s interview is with Pierce Buckley who is an automation and CX expert plus the CEO and Co-founder of babelforce. Pierce joins me today to talk contact centres, customer service, customer experience, AI, the schmai-i bit, busting a few myths around the whole tech and service space, no-code platforms, what that really means, what’s the difference between RPA and no-code and how organisations should be approaching and leveraging AI and no-code in their business, particularly when it comes to

en

574 results

Similar Podcasts

TaxTalent.com The Golden Rule Podcast

Adam Golden

TaxTalent.com Podcast

Tony Santiago

Handelsblatt Crime - spannende Streitfälle der deutschen Wirtschaft

Ina Karabasz, Solveig Gode, Sönke Iwersen

Deffner und Zschäpitz – Der Wirtschafts-Talk von WELT

WELT

Black Box - La scatola nera della finanza

Guido Brera e Gian Luca Comandini -...