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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

00:37:30

We need to start talking about experience leadership...

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

2021/09/13

Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent ten years as Mary Portas’ business partner. Peter joins me today to talk about retail customer experience, some of the lessons he has learned over the course of the last few years, experience leadership and what he sees as some of the challenges ahead for experience leaders. This interview follows on from my recent interview – The top

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00:50:39

The top frustrations of customers and agents are the...

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

2021/09/01

Today’s interview is with Jeff Nicholson, Global Leader, CRM Strategy for Pega, where he heads up the company’s CRM market strategy and vision worldwide. Jeff joins me today to talk about their recently released new piece of research: Resolution revolution: Customer service insights report, what we can learn from it, what we should be focusing on, agent experience, the emerging landscape of customer service and sine waves! This interview follows on from my recent interview – What do immersive

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00:53:20

What do immersive VR, empathetic interactions and...

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

2021/08/24

Today’s interview is with Monika Jo, Director Of Communications at Mursion, a virtual reality platform for professionals to practice and master the complex interpersonal skills necessary to be effective in their roles. This blend of technology and human performance creates a highly realistic training environment that mimics the real-world challenges employees face every day. Monika joins me today to talk about the report that they recently published (The Human Edge in an AI World), what we can

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01:12:10

Pink Goldfish, standing out, portmanteaus and...

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

2021/08/16

Today’s interview is with Stan Phelps and Dave Rendall, co-authors of Pink Goldfish 2.0: Defy Normal and Exploit Imperfection. They join me today to talk about flaws, imperfections, portmanteaus and how we make our imperfections work for us and help us stand out. This interview follows on from my recent interview – Playing your way to a stand out customer experience – Interview with Sirte Pihlaja — and is number 399 in the series of interviews with authors and business leaders that are doing

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00:53:42

Playing your way to a stand out customer experience -...

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

2021/08/05

Today’s interview is with Sirte Pihlaja, who is the CEO (Customer Experience Optimiser) of Shirute, the first customer experience agency in Finland as well as a Lego Serious Play® Facilitator amongst many other things. Sirte joins me today to talk about happiness, creativity, why we need more fun in our business and CX lives, Lego and some serious playing. This interview follows on from my recent interview – We are all only one moment away from creating a hyper fan – Interview with James

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00:36:59

We are all only one moment away from creating a hyper...

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

2021/07/27

Today’s interview is with James Dodkins, who is commonly know as the CX Rockstar, is a former rockstar but is now the CX Evangelist at Pegasystems. James joins me today to talk about his journey, why he’s joined Pega, what he’s going to be getting up to, extreme fandoms, hyper-fans and what’s stood out for him regarding customer experience over the last 15 months. This interview follows on from my recent interview – A good customer experience starts with having the right tools – Interview with

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00:38:26

A good customer experience starts with having the...

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

2021/07/16

Today’s interview is with Liat Bycel, the VP of Sales at Airtable, the no code collaboration platform, and the person responsible for building the customer engagement organization which comprises team members from sales, customers success, support, support ops, sales ops and strategy. Liat joins me to today to talk about the ‘messy middle’ syndrome, being well-prepared when the pandemic hit, how she built their customer engagement organization, adopting a new hybrid work pattern and why we need

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00:43:49

Ineffective communication is a silent killer of...

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

2021/07/09

Today’s interview is with Dorian Stone, General Manager of Grammarly Business, who oversees all operations for Grammarly’s integrated business solution. Grammarly is a cross-platform, cloud-based, AI-enabled, writing assistant that reviews spelling, grammar, punctuation, clarity, engagement and delivery mistakes in real-time. Dorian joins me today to talk about customer service and experience, writing and the impact of ineffective communication on productivity and service as well as other areas

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00:47:30

We're going 100mph. But, we have no rules of the road...

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

2021/06/30

Today’s interview is with Ben Pring, who is the head of thought leadership at Cognizant, co-founded and leads Cognizant’s Center for the Future of Work, and is a member of Cognizant’s Executive Leadership Team. Ben joins me today to talk abut his new book, that he co-authored with his colleague Paul Roehrig, called: Monster: A Tough Love Letter On Taming the Machines that Rule our Jobs, Lives, and Future, why we can’t cede control of technology to technologists, can we afford to wait for

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00:38:47

Diversity, combating bias in AI and why everything is...

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

2021/06/21

Today’s interview is with Deon Nicholas, is the Co-Founder and CEO of Forethought, an AI company that creates order, removes redundant work, and provides efficiency for businesses everywhere. They are set on changing the way enterprises access, share, and leverage their knowledge. Moreover, not only is Forethought committed to diversity, it's part of their strategy. Deon joins me today to talk about Unbiased AI, how bias gets into AI, overfitting, how we can rid AI of unconscious biases, what

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00:40:01

Who are the people that feel the least welcome when...

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

2021/06/11

Today’s interview is with Gavin Neate, CEO and Founder of Neatebox, the umbrella company for WelcoMe and Button. WelcoMe lets service teams know when a disabled person is about to arrive and provides them with the very best general and personal information as to how to interact. Gavin joins me today talk about disability, disability and customer service/experience, inclusive CX, how WelcoMe is helping and what customer service and experience leaders should be thinking about. This interview

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00:40:22

The lost child of customer experience (CX) is taking...

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

2021/06/05

Today’s interview is with Jason Grier, Chief Customer Officer of Reputation, a leading business-to-business online reputation management and customer experience management company. Jason joins me today to talk about cars, speedometers, experiencing your own experience, the (over)focus on metrics, the power of unstructured feedback and the report that Forrester that produced for them and some great advice for CX practitioners about what they should be prioritizing when it comes to improving the

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00:52:42

Employee experience, the war for talent and what to...

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

2021/05/28

Today’s interview is with Steve Lucas, CEO of iCIMS, a talent cloud company. Steve joins me today to talk about changes in working patterns over the last 12 months, the findings from their new research report: 2021 Workforce Report: Respond, Recover, Readapt, employee experience and the competition for talent. This interview follows on from my recent interview – Your values are designed to attract, but also to repel – Interview with Borzou Azabdaftari of The Falcon Lab — and is number 390 in

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00:40:07

Your values are designed to attract, but also to...

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

2021/05/21

NOTE: This episode contains some profanity. Not too much but definitely some. You are warned! Today’s interview is with Borzou Azabdaftari, Boss at The Falcon Lab, a full service marketing agency. Borzou joins me today to talk values, profanity, having profane values, it’s impact on clients and the changing nature of customer experience and what increasingly matters. Big shout out to Stan Phelps and David Rendall for introducing me to Borzou. This interview follows on from my recent

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00:48:27

Are companies on the cusp of a customer relationship...

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

2021/05/14

Today’s interview is with David Campbell, the vice president of product marketing at SugarCRM, the #1 rated Customer Experience platform. David joins me today to talk about CRM, what grade he would give CRM after being around for 25 years, SugarCRM’s recent CRM and Sales Impact Report, what the findings mean, what we need to do differently and whether or not we are on the cusp of a customer relationship crisis. This interview follows on from my recent interview – Improving the customer

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00:43:56

Improving the customer experience of a FMCG category...

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

2021/05/07

Today’s interview is with Jan Kodadek is the Digital Lead for the Sexual Wellbeing category at Reckitt. Jan joins me today to talk about the massive shift to digital that has taken place over the last year, the leadership lessons that have emerged for her, what this has meant for a FMCG company and how we can build our understanding of customers and build better relationships with them, particularly when dealing with a potentially sensitive area. This interview follows on from my recent

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00:42:56

Crushing complexity and keeping customer outcomes...

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

2021/04/30

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pegasystems. Don joins me today to talk about customer experience and digital transformation, what sort of grade he would give us for our performance through the pandemic, the need for more fluidity, the response to the need for greater empathy in customer and employee interactions, the collapse of the gap between rhetoric and activity, not losing the lessons of 2020, crushing complexity, what we have

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00:44:34

Customers are like chameleons - Interview with...

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

2021/04/23

Today’s interview is with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia and the author of one of THE books, if not THE original book, on consumer behaviour. He joins us today not to talk about that book but a new one that he has just published called The New Chameleons: How to Connect with Consumers Who Defy Categorization, the difference between horizontal and vertical thinking, whether marketers really know their

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00:39:04

What the democratisation of artificial intelligence...

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

2021/04/19

Today’s interview is with Matthew Nolan, the head of Product Marketing for the Decision Sciences division at Pegasystems, driving Pega's portfolio of marketing technology, decision management, and customer engagement solutions. Matthew joins me today to talk about the democratisation of artificial intelligence (AI), what that means, the benefits and risks associated with that and some practical advice for leaders and practitioners looking to improve the experience that they deliver to their

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00:48:06

Enabling everyone to have the ability to understand...

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

2021/04/09

Today’s interview is with Dr. Derek Wang, the founder and CEO of the AI-driven experience analytics platform Stratifyd. Derek joins me today to talk about empowering everyone to understand the hidden stories in their data, a vision of the future that features humans and AI working together to build better experience programs, proving or delivering a ROI for CX initiatives and some practical advice for leaders and practitioners in this space. This interview follows on from my recent interview –

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