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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

00:28:03

Customer Experience, Back to Basics and Creating a...

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

2020/01/24

This is the fifth 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 Scott Gould of Like Minds, Aaron+Gould and Scott Gould & friends about leadership, building communities and the world of social media. Today, I want to introduce you to Syed Hasan, CEO of ResponseTek, who is leading

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00:29:55

Is your marketing sticky enough? - Interview with...

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

2020/01/24

Late last month, I wrote a post called Three strategic pillars for 2011, where I explained the different themes I would be pursuing on the blog over the course of the year. One of them - Curate - was about finding and sharing content from different thought leaders, writers and entrepreneurs. I first thought that this would be only be via video interview but as it has turned out it will be via a combination of text, audio podcast and video. First up in the series is an interview with Grant

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00:31:00

Social CRM, Customer Centric and Agile...

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

2020/01/24

This is the twelfth 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, in Adobe, Customer Experience Management (CEM) and fear in the boardroom, I spoke to Rob Pinkerton, Senior Director of Product Marketing, Customer Experience Management across at Adobe. Today, I want to introduce you to Laurence

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00:28:07

Customer complaints are great: Interview with Michael...

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

2020/01/24

This is the thirteenth 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, in Social CRM, Customer Centric and Agile Business, I spoke to Laurence Buchanan who is Head of CRM & Social CRM at Capgemini here in the UK. Today, I wanted to Michael Hill of complaintsrgreat.com, a business that

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00:25:38

What makes first direct so successful: Interview with...

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

2020/01/24

This is number fifteen 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, in What is a Chief Customer Officer, I spoke to Vala Afshar, Chief Customer Officer for Enterasys, is a premier global provider of wired and wireless network infrastructure and security solutions. Today, I am excited to

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00:36:00

The emotional component of customer experience: the...

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

2020/01/24

Following hot on the heels from, Great customer service and customer experience requires emotional intelligence – Interview with Jo Causon of The Institute of Customer Service, today I am excited to introduce you to Qaalfa Dibeehi, chief operating and consulting officer of Beyond Philosophy™, a pioneering global customer experience consultancy with offices in London and Atlanta. This interview makes up number eighteen in the series of interviews with business leaders in the ‘customer’ space,

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00:22:15

The Twelve Absolutes of Leadership: Interview with...

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

2020/01/24

Following on from my recent interview, The emotional component of customer experience: the next competitive battleground – Interview with Qaalfa Dibeehi of Beyond Philosophy, today I am privileged to share with you an interview I recently conducted with Gary Burnison, Chief Executive Officer of Korn/Ferry International, the worldwide leader in executive recruitment and a premier provider of talent management solutions. This interview makes up number nineteen in the series of interviews with

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00:25:31

Extreme Trust and why it's important for your...

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

2020/01/24

Following on from my recent interview, The Twelve Absolutes of Leadership: Interview with Gary Burnison, CEO of Korn/Ferry International, today I am privileged to share with you an interview I recently conducted with Martha Rogers and Don Peppers of Peppers and Rogers Group, a management consulting firm, recognized as the world's leading authority and acknowledged thought leader on customer-based strategies and underlying business initiatives.. This interview makes up number twenty in the

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00:17:42

Reinventing customer experience in the legal sector -...

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

2020/01/24

Following on from my recent interview, Extreme Trust and why it’s important for your customers and your business – Interview with Martha Rogers and Don Peppers, today I want to share with you an interview that I recently conducted with Karl Chapman CEO of Riverview Law, a new type of law firm and one that is reinventing customer experience in the legal market. This interview makes up number twenty-one in the series of interviews with authors and business leaders that I think that you will find

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00:23:18

The customer service revolution is here and now -...

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

2020/01/24

Following on from my recent interview, Reinventing customer experience in the legal sector – Interview with Karl Chapman of Riverview Law, today I want to share with you an interview that I recently conducted with Mikkel Svane, Chief Executive Officer and Founder of Zendesk, a fast growing and venture-capital funded cloud based customer service platform. This interview makes up number twenty-two in the series of interviews with authors and business leaders that I think that you will find

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00:29:35

Social Business: walking the talk and debunking some...

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

2020/01/24

Following on from my recent interview, The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk, today I want to share with you an interview that I recently conducted with Will McInnes, Managing Director and co-Founder of NixonMcInnes, a Social Business Consultancy operating in London and Brighton. This interview makes up number twenty-three in the series of interviews with authors and business leaders that I think that you will find interesting and helpful

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00:35:24

Employee engagement is not something that is done to...

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

2020/01/21

Following on from my recent interview, Social Business: walking the talk and debunking some of the myths: Interview with Will McInnes of NixonMcInnes, today I want to share with you an interview that I recently conducted with Kevin Kruse, a serial entrepreneur, angel investor, and NY Times bestselling author. He speaks and writes about human capital, startup success and how to unleash your inner entrepreneur. This interview makes up number twenty-four in the series of interviews with authors

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00:42:30

#PositivelySocial and why customer service in social...

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

2020/01/21

Following on from my recent interview, Employee engagement is not something that is done to employees – Interview with Kevin Kruse, today I'm very excited to share with you an interview that I recently conducted with Frank Eliason, the father of social service or customer service on social media, about his new book. This interview makes up number twenty-five in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your

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00:27:55

Retailers and their customers - what's now and what's...

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

2020/01/21

Following on from my recent interview, #PositivelySocial and why customer service in social media is a failure – Interview with Frank Eliason, today I’m very excited to share with you an interview that I recently conducted with Ian McGarrigle, Chairman of the World Retail Congress about the upcoming conference in London on 19th-21st September where they will be discussing the key topics at the heart of every retail boardroom - customer understanding, changing patterns of behaviour, mobile,

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00:19:09

The Age of the Customer - Interview with Kerry Bodine...

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

2020/01/21

Following on from my recent interview, Retailers and their customers – what’s now and what’s next – Interview with Ian McGarrigle of the World Retail Congress, today I’m very excited to share with you an interview that I recently conducted with Kerry Bodine, vice president and principal analyst in Forrester's customer experience research practice, about her new book: Outside In: The Power of Putting Customers at the Center of Your Business. This interview makes up number twenty-seven in the

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00:18:55

Spread the love - Interview with Alexis Dormandy of...

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

2020/01/21

Following on from my recent interview, The Age of the Customer – Interview with Kerry Bodine about her new book Outside In, today I’m very excited to share with you an interview that I recently conducted with Alexis Dormandy, Founder at LoveThis, about his new venture: LoveThis, the place to find your friends recommendations on everything from restaurants to builders. Founded in 2010, and launched in 2011, LoveThis helps friends find the things their friends recommend in over 30 countries

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00:25:08

Social customer service can make your business more...

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

2020/01/21

Following on from my recent interview, Spread the love – Interview with Alexis Dormandy of LoveThis.com, today I’m very excited to share with you an interview that I conducted with Joshua March, the CEO and co-founder of Conversocial, back in August about his company and social customer service. This interview makes up number twenty-nine in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

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00:19:07

Build relationships with your customers that matter -...

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

2020/01/21

Following on from my recent interview, Social customer service can make your business more customer focused – Interview with Joshua March, Conversocial, today I am very, very excited (this was one of my blogging goals this year!) to share with you an interview that I conducted with Chris Brogan CEO & President of Human Business Works, a business design company using publishing and media to provide tools and insights smarts to help professionals and business owners work better. He's been

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00:31:24

True customer engagement is not based on click...

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

2020/01/21

Following on from my recent interview, Build relationships with your customers that matter – Interview with Chris Brogan on The Impact Equation, today I am pleased to present to you an interview I did with Wendy Lea, CEO of Get Satisfaction, the leading customer engagement platform that helps companies build better relationships with their customers and prospects, through the best online customer community. Note: Hat tip to Guy Stephens (@guy1067) for the interview suggestion and for

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00:20:10

Customer service in the future will be a company wide...

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

2020/01/21

Following on from my recent interview, True customer engagement is not based on click throughs or contests – Interview with Wendy Lea, CEO of Get Satisfaction, today I am pleased to present to you an interview I recently did with Dave Carroll, a singer songwriter and the maker of the famous United Breaks Guitars video on Youtube. Whilst still a singer songwriter, he is now also an entrepreneur, speaker and an author of a new book: United Breaks Guitars - The Power of One Voice in the Age of

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