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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

00:52:36

Proactive support is the holy grail of customer...

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

2020/10/16

Today’s interview is with Paul Adams who is the SVP of Product at Intercom, which helps brands build their customer relationships through conversational, messenger-based experiences across the customer journey. Paul joins me today to talk about putting proactive support back on the agenda, what proactive support means for support teams, what’s stopping support teams getting started and the future of service and experience amongst a few other things. This interview follows on from my recent

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00:44:03

The difference and relationship between emotion,...

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

2020/10/08

Today’s interview is with Sandra Thompson, a published consultant, lecturer, course leader and trainer in the field of customer experience, emotional intelligence and, more recently, remote work. Sandra joins me today to discuss emotion, empathy and emotional intelligence in customer experience, the need for and value of empathy, the difference and relationship between emotion, empathy and emotional intelligence, why empathy and emotional intelligence is needed now more than ever, the role of

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00:48:33

Language is the most basic form of personalisation...

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

2020/09/29

Today’s interview is with Allison McDougall who is the SVP of Global Revenue at Amplexor, a leading digital solution provider offering global compliance, digital experience and content solutions. Allison joins me today to talk about language, culture and what it takes to deliver a great customer experience when operating across borders or across multiple languages and cultures. This interview follows on from my recent interview – Our leadership impact is really about how we show up and who we

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00:47:10

Our leadership impact is really about how we show up...

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

2020/09/22

Today’s interview is with Anese Cavanaugh, creator of the IEP Method® (Intentional Energetic Presence®), an advisor and thinking partner to leaders and organizations around the world, a keynote speaker, and author of the books Contagious Culture and Contagious You. She joins me today to talk about showing up, leadership, the IEP Method, 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 – Why we

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00:43:41

Why we are building the Women In CX community -...

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

2020/09/16

Today’s interview is with Clare Muscutt who is recognised as one of the most prominent and valued millennial voices in CX, an international consultant, keynote speaker and soon to be the author of the book ‘How to be Awesome at CX’’. She is also the leader of the Women in the CX community and host of the podcast ‘Inspiring Women in CX.’ She joins me today to talk about her Women in CX community, how it came about, why it is need and how to get involved. This interview follows on from my recent

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00:44:59

Customer success (CS) = Customer experience (CX) +...

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

2020/09/07

Today’s interview is with Nick Mehta CEO of Gainsight, a customer success technology provider that helps businesses retain customers and drive company growth. Nick joins me today to talk about his new book, The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift, what customer success is, why it is going to become increasingly important to organizations given the current climate and pressures that many firms are going to start to face, what are the benefits

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00:42:13

Experimentation is what makes Microsoft, Google,...

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

2020/08/28

Today’s interview is with Stefan Thomke, who is the William Barclay Harding Professor of Business Administration at Harvard Business School. Stefan joins me today to talk about his new book, Experimentation Works: The Surprising Power of Business Experiments, what does experimentation mean, what does it look like, what are the benefits, why does it matter for customer service and experience leaders and practitioners. This interview follows on from my recent interview – Emerging leadership

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00:42:09

Emerging leadership lessons from the pandemic and...

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

2020/08/21

Today’s interview is with Rachel Neaman, a technology leader, Non-Executive Director, leadership mentor and coach with extensive experience in the technology, health, governmental, digital and not for profit fields. Rachel joins me today to talk about some of the organisational changes taking place that she has noticed over the last few months, some of the challenges facing us, how leadership has changed and why many female political leaders, in particular, have been so successful during this

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00:41:50

Difficult conversations and building more inclusive...

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

2020/08/14

Today’s interview is with Jenn Graham, Founder and CEO of Civic Dinners, who design and facilitate conversations on key topics that can help organizations build a more inclusive culture with employees, stakeholders, customers and the greater community. Jenn joins me today to talk about Civic Dinners, difficult conversations, what stops organizations having them, what are the benefits when they do tackle difficult subjects like discrimination and inequality, what they are doing to help and what

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00:45:03

Lessons learned from the move to remote working -...

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

2020/08/07

Today’s interview is with Dean Robison who is the SVP of Global Technical Support at ServiceNow. Dean joins me today to talk about his experience of moving 1,000 employees spread out over 9 locations around the globe to remote working, his experience through the pandemic so far, what’s gone well, what’s not gone so well, what they have learned and what they are focusing on going forward. This interview follows on from my recent interview – Four key factors that are framing the challenges for

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00:44:39

Four key factors that are framing the challenges for...

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

2020/07/31

Today’s interview is with Jo Causon, Chief Executive of The Institute of Customer Service. Jo joins me today to talk about the July 2020 update of the UK Customer Satisfaction Index (The state of customer satisfaction in the UK), what we can learn from it and what companies should be focusing on. This interview follows on from my recent interview – A quest to make technology emotionally intelligent – Interview with Rana el Kaliouby of Affectiva – and is number 352 in the series of interviews

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00:36:08

A quest to make technology emotionally intelligent -...

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

2020/07/25

Today’s interview is with Rana el Kaliouby, CEO of Affectiva, an emotion measurement technology company that grew out of MIT's Media Lab. Affectiva has developed software to recognize human emotions based on facial cues or physiological responses. She is also author of a new book: Girl Decoded: My Quest to Make Technology Emotionally Intelligent – and Change the Way We Interact Forever. Rana joins me today to talk about the book, her career and research into putting empathy into AI, Emotive AI

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00:30:41

Purpose is not a luxury and matters more than ever in...

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

2020/07/19

Today’s interview is with Alex Edmans, a Professor of Finance at London Business School who focuses on responsible business. He has just published a new book called: Grow the Pie: How Great Companies Deliver Both Purpose and Profit and joins me today to talk about the book, how it came about, what we can learn from it and why it matters. This interview follows on from my recent interview – Innovative brands are using direct mail to improve customer engagement – Interview with Dan Frohnen of

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00:32:32

Innovative brands are using direct mail to improve...

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

2020/07/12

Today’s interview is with Dan Frohnen, CMO at Sendoso , a cloud-based direct mail and engagement platform that gives companies the ability to send direct mail, eGifts, wine, company swag, handwritten notes, welcome kits, and custom gifts. Dan joins me today to talk direct mail, why direct mail is not used as much as it could or should be, waste, sustainability and lessons that have emerged in the last few months. This interview follows on from my recent interview – Excellence and extreme

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00:49:03

Excellence and extreme humanization are needed more...

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

2020/07/03

Today’s interview is with Tom Peters, author of numerous business books (18 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). This is the second time that Tom has been on the podcast. The first time was in 2018 (Striving for excellence has never been more important) where we talked about his latest book: The Excellence Dividend: Meeting the Tech Tide with Work That Wows and Jobs That Last. Today he

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00:50:20

A lot of enterprise software is still eye-wateringly...

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

2020/06/27

Today’s interview is with Leon Gauhman, Elsewhen’s Director of Product and Strategy. Leon joins me today to talk about why enterprise software and particularly enterprise CX software is still so terrible, the power of the umbrella in the age of Unix philosophy, why we should all be focusing on delighting our customers, why beautiful and functional is the highest degree of problem solving and also what we can learn from Mr Potato-head! This interview follows on from my recent interview – A

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00:37:19

A Center-Out business architecture enables better and...

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

2020/06/18

Today’s interview is with Don Schuerman who is the CTO & Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about Pegaworld iNspire, Center-Out™, Process Fabric™, Ethical Bias Testing and what it is going to take to succeed and thrive, particularly when it comes to delivering an outstanding customer experience, in this changing world we live in. This interview follows on from my recent interview – Up to 90% of digital data is not used. What sort of

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00:45:29

Up to 90% of digital data is not used. What sort of...

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

2020/06/12

Today’s interview is with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and online customer experience. He has just published a new book called: World Wide Waste and joins me today to talk about the book, how it came about, what we can learn from it and why it matters. This interview follows on from my recent interview – Scaling customer support and maintaining employee and customer satisfaction even

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00:48:21

Scaling customer support and maintaining employee and...

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

2020/06/03

Today’s interview is with Nick Misewicz, Customer Success Manager at Pura Vida Bracelets. The company was founded in Costa Rica in 2010 and is headquartered in La Jolla in California. They sell hand-crafted bracelets and jewelry online and through boutique stores. Their bracelets and jewellery are made by 800+ artisans worldwide with the proceeds going back to the artisans. Nick joins me today to talk about how they scaled their customer support and increased agent productivity without

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00:32:32

The current crisis has put a very pragmatic lens onto...

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

2020/05/26

Today’s interview is with Tom Libretto, the CMO of Pega, an enterprise software vendor that focuses on customer engagement, intelligent automation and customer service solutions for the world's largest brands. Tom joins today to talk about the upcoming PegaWorld iNspire, the annual conference from Pegasystems, what we are likely to see and learn, some of the big challenges that enterprises are currently facing, particularly in response to the coronavirus outbreak, and how they have been

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553 results

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