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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

00:41:30

Why we need to democratise leadership development and...

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

2020/05/17

Today’s interview is with Lauren Currie OBE, the CEO of Stride. They are on a mission to democratise leadership development. Lauren joins me today to talk about leadership, Stride, the problem with leadership development, what they are trying to do to solve this problem and what we should all be doing to develop their our own leadership skills and experience capabilities. This interview follows on from my recent interview – Leading a digital transformation that will never end – Interview with

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00:44:12

Leading a digital transformation that will never end...

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

2020/05/10

Today’s interview is with Duncan Macdonald, Chief Information Officer (CIO) at UPC Switzerland, which is part of the Liberty Global group. Duncan joins me today to talk about leadership, what it takes to really empower people, his journey to where he is now and how he had to unlearn a lot of things in order to lead the way that he now does. Thanks go to the folks at Pega who help set this interview up after I saw a video of Duncan talking about his work and leadership style that was featured

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00:47:50

Customer experience, innovation, artificial...

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

2020/05/03

Today’s interview is with Claire Whitaker, a product and artificial intelligence (AI) consultant, who over the last nine years has worked in lean innovation, customer experience (CX), product management and technology including AI teams at top companies across industries, including Amazon. Claire joins me today to share some insights from her experience and, particularly, from her time at Amazon. This interview follows on from my recent interview – The nature of service and how we’ve grown up

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00:55:59

The nature of service and how we've grown up with a...

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

2020/04/26

Today’s interview is with Joel Bailey, who is a Director at EY Seren, the global design consultancy within EY. Joel is a friend of mine, someone I have worked with and a really interesting thinker when it comes to service. Our conversation was precipitated by the publication of an article he wrote (2020: A new decade of service) earlier this year. So, we set up a time to chat to talk about why we should leave the experience economy behind, that service is the element that connects customer

en

00:55:51

Authentic leadership is just the rebranding of...

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

2020/04/16

Today’s interview is with Dennis Tourish who is Professor of Leadership and Organisation Studies at University of Sussex Business School. Dennis joins me today to talk about the problems plaguing modern academic management and leadership research, challenges facing the modern organisation and leaders, progressive business and the problems with current leadership thinking. This interview follows on from my recent interview – Customer experience is more than f***ing metrics – Interview with

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00:28:50

Customer experience is more than f***ing metrics -...

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

2020/04/07

Today’s interview is with Sydney Brouwer, a customer experience speaker, author and masterclass leader. However, this one is a little different as this time Sydney turns the tables and interviews me for his podcast. We had a great conversation so I thought I would share it with you nice folks over here :) Sydney and I talk about the state of customer experience, Punk CX, what it means to be a punk and what we should be thinking about when it comes to improving customer experience. You can

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01:08:49

How anarchy and Emma Goldman inspires one of the...

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

2020/03/29

Today’s interview is with Ari Weinzweig is CEO and co-founding partner of Zingerman's Community of Businesses, a gourmet food business group headquartered in Ann Arbor, Michigan, USA. Inc. Magazine described Zingerman's as the "Coolest Small Company in America”. Meanwhile, they have been featured in the Harvard Business Review and on MSNBC for their business practices and Bo Burlingham in his book, Small Giants, cited Zingerman's as a model for organizations that define success more creatively

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00:47:55

We are moving from a ticketing age to a...

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

2020/03/18

Today’s interview is with Mads Fosselius, CEO of Dixa, a global customer service tech company that is on a mission to help brands build friendships with their customers, break down technology silos and eliminate bad customer service. Mads joins me today to talk about ticketing, why we are moving into a conversational age, what’s wrong with many ticketing systems and what we should be thinking about when it comes to improving customer experience. This interview follows on from my recent

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00:36:40

Corporate transformation will soon switch from...

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

2020/03/09

Today’s interview is with Mark Curtis, Chief Client Officer at Fjord (part of Accenture Interactive). Mark joins me today to talk about Fjord’s new Trends 2020 report, some of the trends, what they mean and what we should be thinking about when it comes to improving customer experience. This interview follows on from my recent interview – Rethinking the experience of life insurance – Interview with Adam Weinberg of Haven Life – and is number 334 in the series of interviews with authors and

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00:30:36

Rethinking the experience of life insurance -...

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

2020/02/28

Today’s interview is with Adam Weinberg, the brand director at Haven Life, a digital life insurance agency that’s backed and wholly owned by MassMutual. Adam joins me today to talk about innovating in a very traditional industry, magic tricks, what we can learn from Haven Life’s experience and what are the main things that we should be doing to improve the customer’s experience. This interview follows on from my recent interview – If you don’t ignore your customers and create a service culture

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00:53:02

If you don't ignore your customers and create a...

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

2020/02/18

Today’s interview is with Micah Solomon, a best-selling author, hands-on customer service consultant, keynote speaker, trainer, and one of the world's leading experts on customer service, company culture, and the customer experience. He is also considered to be “the customer service turnaround expert”. Micah joins me today to talk about his new book: Ignore Your Customers (and They'll Go Away), what it’s all about, what we can learn from it and what are the main things that we should be doing

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00:29:48

The future is arriving now. Are you ready? -...

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

2020/02/16

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and global leader of Deloitte Leadership. He joins me today to talk about Deloitte’s newly released annual 2017 Global Human Capital Trends Report, some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – Building a culture of good

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00:33:55

Communities will become a core engine of commerce,...

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

2020/02/16

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the

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00:46:18

Insights from 100 of the world's most progressive...

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

2020/02/04

Today’s interview is with Pim de Morree, co-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about their research, their journey to date, progressive organisations, and the arrival of their new book: Corporate Rebels: Make work more fun. This interview follows on from my recent interview – A lot of organisations talk outside in but their systems are not designed outside in – Interview with John Seddon of The Vanguard Method – and is number 331

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00:45:42

A lot of organisations talk outside in but their...

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

2020/01/27

Today’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of 'The Vanguard Method'. John joins me today to talk about his new book: Beyond Command and Control, the problem with current management practices and how we need to unlearn the way that we operate service based organisations if we want to improve the service and experience that we deliver. This interview follows on from my

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00:27:56

Adobe, Customer Experience Management (CEM) and fear...

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

2020/01/24

This is the eleventh in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, I spoke to Duncan Cheatle about The Prelude Group, The Supper Club, ThanksTo, being one of the founding team behind StartUp Britain and his mission around Making Britain more enterprising. Today, I want to introduce you to Rob

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00:32:02

Making Britain more enterprising – Interview with...

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

2020/01/24

This is the tenth in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, I spoke to Professor Patrick Barwise of London Business Schoo about his new book, Beyond the Familiar, creating long-term growth and change in a business, customer focus and Net Promoter Score (NPS) amongst other things. Today, I

en

01:05:18

Beyond the Familiar - Long-Term Growth, Customer...

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

2020/01/24

This is the 9th interview of this year and I think you are in for a treat. Today's interview is with Professor Patrick Barwise of London Business School about his new book, Beyond the Familiar. Now, this is quite a long interview….a shade over an hour. I did contemplate cutting it into sections but there is such a lot of great stuff in there that I couldn't bring myself to do that. So, forgive me for the length of the interview but trust me it is worth a listen.

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00:39:26

Customer Service, Customer Experience and Measuring...

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

2020/01/24

Earlier this year, I published a post called The Wow! Awards – The missing key to employee engagement and great service?. Following on from that post, I was able to interview the man behind The Wow! Awards, Derek Williams. In this interview we talked about his mission, changing the way that companies think, how you can measure how your company is feeling, customer service, customer experience and changing the world.

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00:16:05

Enchantment: Interview with Guy Kawasaki

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

2020/01/24

A few weeks ago, I was sent a review copy of Guy Kawasaki’s book, Enchantment: The Art of Changing Hearts, Minds, and Actions. Last week following various via bits of email correspondence and travel coincidences, I was able to meet Guy in London to ask him about the book and that is the topic of the podcast. In our discussion, we talk about being enchanting, what it takes to create enchantment, the book writing process and find out what change Guy really wants to create enchantment around. I

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553 results

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