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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

00:39:38

Getting closer to customers means connecting with...

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

2021/04/05

Today’s interview is with Bansi Mehta is the CEO and Founder of Koru UX Design, a global leader in strategic enterprise UX for the healthcare, telecom and finance industries. Bansi joins me to today to talk about how UX is changing and what should brands and organizations be paying attention to, what the future of UI/UX/CX look like, how she was able to scale her business to become one of the leaders in the UX space for B2B businesses and the trials and tribulations of being a minority, female

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00:38:42

What you are doing right now will be the hallmark of...

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

2021/03/27

Today’s interview is with Tom Peters, best-selling author of numerous business books (19 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr). He is a personal hero of mine and an inspiration and I am honoured to say that this is the third time (the first and the second) that he has been on the podcast. Tom joins me to today to talk about his new (and possibly) final book: Excellence Now: Extreme

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00:42:17

Delivering empathetic customer experiences will...

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

2021/03/20

Today’s interview is with Joyce Kim, the Chief Marketing Officer (CMO) for Genesys, a global leader in cloud -based customer experience and contact centre solutions that serves over 11,000 mid-sized and large businesses around the world. Joyce joins me today to talk about what it’s going to take for organizations to deliver a more empathetic experience to their customers, how empathy will move from fuzzy to actionable, how CMOs can take responsibility addressing customer experience woes as well

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00:46:56

Journey analytics and orchestration is helping brands...

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

2021/03/12

Today’s interview is with Mark Smith, President of Kitewheel, whose platform is powering real-time customer journeys for the world's most customer-centric brands. Mark joins me today to talk about leading edge customer experience, Voice of the Customer (VoC) and Voice of the Process (VoP) data, why VoC data is often partial and potentially misleading, journey analytics and customer journey orchestration as well as what lessons service and experience leaders need to be learning. This interview

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01:26:53

It’s the deviants that make the difference -...

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

2021/03/05

WARNING! Today’s interview is not like the regular interviews you would normally find here. This episode of the Punk CX podcast is a bit of an experiment and features Gary David, an ethnographer and a professor of Sociology at Bentley University, and Adam Gamwell, a Design Anthropologist, or as he likes to describe himself a Design-Centered Human, and myself having a bit of a rummage around some of the ideas in my Punk CX book as well as a number of other issues related to service and

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00:46:41

We need to talk about customer service's “messy...

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

2021/02/24

Today’s interview is with Michael Ramsey, VP, Product Management, Customer Workflow Products at ServiceNow, a cloud computing platform provider that helps enterprises manage digital workflows and operations more effectively. Michael joins me today to talk about the “messy middle” in customer service, what it is, what problems it creates, how companies are addressing it and whether it should be there in the first place as well as a bunch of other insights for customer service and experience

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00:41:29

Solving language based customer service inequalities...

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

2021/02/16

Today’s interview is with Vasco Pedro, the co-founder and chief executive officer of Unbabel, a company that removes language barriers by blending artificial intelligence with real time, human translations. Vasco joins me today to talk about their AI-powered, human-refined “Translation as a Service” business, the concept of language operations, William Gibson’s Neuromancer, how their technology works and the sort of results it produces as well as sharing a few ideas about the future of service,

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00:50:10

The power of personalised videos to drive engagement...

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

2021/02/07

Today’s interview is with Matt Barnett, Papa Bear at Bonjoro, a mobile and web based application that lets you send personalised videos at every stage of the customer journey, to convert, activate and your support your customers. Matt joins me today to talk about video, how things have changed as a result of the pandemic, the impact of video compared to email and where best to apply video in the customer journey. This interview follows on from my recent interview – From an award winning chef

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00:50:03

From an award winning chef to CX Leader of the Year...

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

2021/01/28

Today’s interview is with the winner of the MyCustomer 2020 CX Leader of the Year competition: James Scutt, Head of Customer Experience Strategy and Deployment, Post Office. This interview is slightly different this week as I am conducting it with Chris Ward, Editor of MyCustomer. The original interview can be found here but I thought it would be worth re-publishing here too. In the interview we discuss James’ journey to where he is now, why he applied for the competition, how he felt when he

en

00:54:59

Where the magic happens when it comes to improving...

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

2021/01/21

Today’s interview is with Stacy Sherman, Head of Customer Experience (CX) & Employee Engagement at Schindler Elevator Corporation and Founder of DoingCXRight. Stacy joins me today to talk about what customer experience means at Schindler, what knowledge and skills she was able to bring to that job from her time at Verizon, what humanizing business & leading with a heart means and what sort of things leaders should be doing to improve their customers experience right now. This interview

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00:44:53

Mindset, method, motivation and harmonisation are at...

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

2021/01/13

Today’s interview is with Andy Murray, Founder and Executive Chair, Customer Centric Leadership Initiative at The Sam M. Walton College of Business at The University of Arkansas. Andy joins me today to talk about the aforementioned Customer Centric Leadership Initiative, what customer centricity means, how leadership has been impacted over the last few months, the leader’s experience and what we should be doing to make sure that we deliver a great customer experience. This interview follows on

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01:00:33

Leadership and how to achieve customer centricity -...

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

2021/01/04

Today’s interview is with Minter Dial, an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Minter joins me today to talk about his new book: You Lead: How Being Yourself Makes You a Better Leader, what he has learned about leadership over the course of his career, what comes first…employee or customer experience and what the biggest asset in leadership is. This interview follows on from my recent interview – When it comes to CX

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00:49:53

When it comes to CX is your company a starter, riser...

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

2020/12/19

Today’s interview is with Adrian McDermott, President of Products, Zendesk, a provider of customer service software. Adrian joins me today to talk about a new piece of research that Zendesk has recently conducted in partnership with ESG Research. This has allowed them to build a framework around CX maturity and CX success. The findings are summarized in a report: CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success. This interview follows on from my recent interview –

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00:52:54

On a scale from 1-10, how racist is your AI? -...

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

2020/12/11

Today’s interview is with Jeff Gallino, CTO & Founder, and Conrad Liburd, AI feature engineer, at CallMiner, a provider of speech analytics solutions for improving agent performance and customer intelligence. Jeff and Conrad join me today to talk about bias in data and algorithms, discriminatory and racist calls in contact centres, what most companies do about them, what they should be doing about them and what we should be doing to improve both customer and employee experience. This

en

00:55:27

The secrets behind tapping into your customer's...

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

2020/12/05

Today’s interview is with Chip R. Bell, a keynote speaker and consultant in customer loyalty and service innovation as well as a 24 time author of books, many of which are focused on how we can improve customer service and experience. He joins us today to talk about his new book: Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions, what it’s about, what we can learn from it and what we should be doing to improve both customer and employee

en

00:45:25

The relationship between trust, honesty and...

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

2020/11/25

Today’s interview is with Brian Rafferty, the Global Director of Business Analytics and Insights at Siegel+Gale, a brand strategy, design and experience firm. They also define themselves as a simplicity company and help brands deliver simpler experiences to their customers. Brian joins me today to talk about simplicity and the performance of brands that have simplicity at their heart, how that relates to both customer and employee experience and what they are learning from their research about

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00:40:19

140 leaders share the lessons they learned during the...

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

2020/11/17

Today’s interview is with Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. Joseph joins me today to talk about his new book: Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges, why he wrote the book, what can we learn from all of the leaders he talked to and what leaders should be doing going forward, particularly when it comes to improving the customer,

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00:41:18

How can you relate to B2B customers when they more...

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

2020/11/10

Today’s interview is with Jeroen Corthout who is the co-founder and CEO of Salesflare, an intelligent CRM that has been built specifically for smaller businesses selling B2B. It is most popular with agencies and fast growing startup companies. Jeroen joins me today to talk about the problems that sales people have with CRM systems and what he is seeing in the service and experience market and what sales people should be doing to develop better relationships with their customers. This interview

en

00:48:30

What if customers want more than excellent service? -...

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

2020/10/31

Today’s interview is with Steven Van Belleghem who is an international keynote speaker, entrepreneur and best-selling author. Steven joins me today to talk about his new book: The Offer You Can't Refuse: What If Customers Want More Than Excellent Service? , the core premise, what the future looks like, what we can learn from it and how it can help us deliver better service and experience outcomes. This interview follows on from my recent interview – Customer experience doesn’t stop – Interview

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00:49:06

Customer experience doesn’t stop - Interview with...

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

2020/10/24

Today’s interview is with Richie Manu, who is Programme Director (Culture & Enterprise) at University of the Arts London, a multi-award-winning lecturer, a designer, creative consultant and author. Richie joins me today to talk about how the student and educator experience has changed over the last few months, what customer experience means to him and design-led, creative businesses and art entrepreneurs and what the future of experience looks like from his perspective. This interview

en

553 results

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