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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

00:16:57

Service innovation is the key to avoiding extinction...

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

2020/01/21

Following on from my recent interview, Customer service in the future will be a company wide mentality and not a department – Interview with Dave Carroll of United Breaks Guitars, today I am pleased to present to you a first: A follow on interview from the one I did with Karl Chapman of Riverview Law back in June. Karl and his team at Riverview Law were kind enough to invite me along to an event that held recently at Middle Temple in London. The event was discussing the future of the legal

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00:33:05

The Non-Obvious Megatrends that will affect our...

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

2020/01/20

Today’s interview is with Rohit Bhargava, a trend curator, founder of the Non-Obvious Company, and the author of six best selling business books including the Wall Street Journal best seller Non-Obvious. Rohit joins me today to talk about his new book: Non Obvious Megatrends: How to See What Others Miss and Predict the Future, what he’s learnt about trends over the last ten years and what we should be focusing in the coming years if we want to improve the service and experience that we

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00:11:48

Using systems thinking to improve customer...

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

2020/01/19

Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer, today I want to share with you an interview that I conducted with Rob Brown, Systems Thinking Director at Aviva, who has done some great work using system thinking and has had fantastic results in improving customer satisfaction, the delivery of customer service and employee engagement. I met Rob when he spoke at a systems thinking event hosted by John

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00:25:29

Want more customers? Try focusing on art, culture and...

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

2020/01/19

Following on from my recent interview, Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva, today I am very excited as I want to share with you an interview that I conducted with David Hieatt, an entrepreneur that is not short on experience in creating businesses and brands that customers love. This interview makes up number thirty-six in the series of interviews with authors and business leaders that are doing great things and

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00:12:02

Inbound marketing is about instant communications and...

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

2020/01/19

At the the Inbound Marketing UK conference that I wrote about in Inbound marketing is about content and context, I was able to catch up with a couple of the speakers for interviews for the blog. The first was with Mike Volpe, the Chief Marketing Officer of Hubspot, and you can check it out here: Inbound and content marketing may make up 80% of all marketing in the future. Following on from the interview with Mike, I was also able to catch up with David Meerman Scott, the keynote speaker at the

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00:35:31

CRM, social media, social business and the future -...

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

2020/01/19

Recently, I spoke to David Meerman Scott in Inbound marketing is about instant communications and creating content – Interview with David Meerman Scott. To follow that and as a result of my attendance at that conference, I met Richard Young (@richard_y), the Director of EMEA at Nimble. He arranged for me to speak to Jon Ferrara, the CEO of Nimble and a veteran and pioneer in the Customer Relationship Management (CRM) and Social CRM space. In the interview, we have a broad ranging discussion

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00:18:34

Commitment, clarity and fanatical customers and...

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

2020/01/19

Today's interview is with John Jantsch of Duct Tape Marketing who has recently added The Commitment Engine to the set of books that he has authored. John is a legend when it comes to small business marketing and in our interview we talk about his latest book, why commitment and clarity are important to any business if you are to create fanatical fans and employees and shares some tips on how he keeps up to speed as a small business owner himself. This interview follows my recent interview

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00:14:49

You can’t make ‘Art’ if you are not willing to fail -...

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

2020/01/19

I'm excited to share with you a recent interview I conducted with Seth about his new book project: The Icarus Deception. Seth is a bestselling author and a legend when it comes to marketing and business thought leadership. In our interview we talk about his latest book, the interesting way that he got it funded, why it is important to take risks and what is changing around us. This interview follows my recent interview (Commitment, clarity and fanatical customers and employees – Interview with

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00:17:55

Systems thinking, customer service and unlearning the...

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

2020/01/19

Recently in the podcast series, I shared an interview with you called: Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva. I met Rob at an event run by John Seddon and Vanguard Consulting. John was speaking at the event too and I and was lucky enough to get John to agree to be interviewed and share a few thoughts with us. This interview makes up number forty-two in the series of interviews with authors and business leaders that

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00:19:42

Solve customer and business problems faster through...

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

2020/01/19

Today's interview is with Jacob Morgan, the Principal & Co-Founder of Chess Media Group, a management consulting and strategic advisory firm focused on collaboration. He has also authored of The Collaborative Organization, a best-selling book on collaboration strategy. Increasing collaboration within organisations using social tools like Chatter, Yammer and Jive etc is increasingly becoming an area of focus amongst businesses as they seek to leverage internal social business tools to help

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00:29:01

Lessons from ten years of blogging and eight years of...

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

2020/01/19

Today’s interview is with Neville Hobson, an entrepreneurial communications professional who has been blogging since 2002 and podcasting since 2005. This interview came about after Neville posted on his blog in the middle of December that he started blogging ten years ago. Following that post, I was thrilled when he agreed to be interviewed for my blog about the lessons that he had learnt from his years of blogging and podcasting. This interview follows on from my recent interview with Jacob

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00:32:15

Social business is not just social media, it takes...

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

2020/01/19

Today’s interview is with Vala Afshar and Brad W. Martin of Enterays who have recently written a book called The Pursuit of Social Business Excellence, which charts Enterasys' transformation into a truly social business. This interview follows on from my recent interview with Neville Hobson in Lessons from ten years of blogging and eight years of podcasting and makes up number forty-five in the series of interviews with authors and business leaders that are doing great things and helping

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00:25:01

Unruly engagement, creativity and collaboration is...

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

2020/01/19

Today’s interview is with Sarah Wood of Unruly Media and follows on from my recent interview: Social business is not just social media, it takes real transformation – Interview with Brad W Martin and Vala Afshar of Enterasys. Founded in 2006 by Scott Button, Matthew Cooke and Sarah Wood, Unruly has 120+ full time employees and offices in New York, San Francisco, Chicago, Detroit, LA, London, Berlin, Paris, Amsterdam, Stockholm and Sydney. Unruly has delivered, tracked and audited 1.65 billion

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00:09:41

Customer service, people and how caring does scale -...

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

2020/01/19

Today’s interview is with Gary Vaynerchuk and follows on from my recent interview: Unruly engagement, creativity and collaboration is built on two things: People and Places - Interview with Sarah Wood of Unruly Media. If you haven't heard of Gary then suffice it to say he is a successful social media and wine entrepreneur, sought after and entertaining speaker and best-selling author. You can also learn more about him in the bio below. This interview makes up number forty-seven in the series

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00:25:04

Employee engagement inside one of the UK's best...

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

2020/01/19

Today’s interview is with Keith Lewis, the UK Managing Director of Matchtech, the UK’s number 1 and multi-award winning recruitment agency in Engineering & Technology recruitment, and follows on from my recent interview: Our customer service and success is driven by happy people all striving for the same high standards: Interview with Will Beckett of Hawksmoor It was when they ranked No. 25 in the Sunday Times’ 100 Best Companies to work for in 2012 that I decided I’d like to find out more

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00:34:10

Customer service and customer loyalty can be improved...

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

2020/01/19

Today’s interview is with Phil Barden, MD of decode marketing ltd and author of 'Decoded. The Science Behind Why We Buy' and follows on from my recent interview: Employee engagement inside one of the UK’s best companies to work for – Interview with Keith Lewis of Matchtech This interview makes up number fifty in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.

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00:21:01

Improve your customer service by asking what would...

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

2020/01/19

Today’s interview is with Lee Cockerell, who has had a hugely successful career working for Hilton Hotels, Marriott Hotels and Resorts and The Walt Disney Company. Lee now runs his own company to share what he has learned over his career and joins us today to talk about his 2nd and new book: The Customer Rules: The 39 Essential Rules for Delivering Sensational Service. This interviews follows on the back of last week's interview: Customer service and customer loyalty can be improved by using

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00:12:16

Doing more to help creative business start ups grow...

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

2020/01/19

Today’s interview is with Doug Richard made famous in the UK for being one of the first Dragons on the BBC series, Dragon's Den. More recently Doug started the School for Startups in 2008 to provide accelerated instruction to entrepreneurs and it has grown into a world leader in delivering targeted programs that teach people how to start and run better businesses. One of their flagship programmes is their School for Creative Start Ups and it is on the back of this that Doug recently published a

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00:17:11

Being Likeable, leadership, customer and employee...

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

2020/01/17

Today’s interview is with Dave Kerpen, the cofounder and CEO of Likeable, an award-winning social media and word-of-mouth marketing firm which includes Likeable Media, Likeable Community College, and Likeable Local - a provider of social media solutions for small business using proprietary software. He is also a New York Times bestselling author and today he joins us to talk about his recent book Likeable Business: Why Today’s Consumers Demand More and How Leaders Can Deliver, which was

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00:22:00

Blogger outreach and building trust with your...

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

2020/01/17

Today’s interview is with Hugh Anderson of Forth Metrics, a software company that is creating new, simple marketing analytics tools. Their first tool, Inkybee, aims to help small businesses and PR agencies to get more out of their blogger outreach by helping discovering blogs, manage the outreach process and measure the results. This interview follows on the back of last week’s interview: Being Likeable, leadership, customer and employee engagement – Interview with Dave Kerpen and is number

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553 results

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