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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

00:50:32

2019 was the year of hype and snake oil when it came...

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

2020/01/13

Today’s interview is with Abinash Tripathy, Founder and Chief Strategy Officer of Helpshift, which provides an AI-powered conversational platform that companies use to resolve service issues more efficiently, boosting customer satisfaction in the process. Abinash joins me today to talk messaging, the gaming industry, chatbots, snake-oil, hype, getting pragmatic and delivering real results. This interview follows on from my recent interview – Fanocracy and building a true human connection –

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00:30:57

Marketing Requires Not Just New Tools and Skills But...

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

2020/01/11

Today’s interview is with Dee Blick, bestselling business author, marketing consultant and Fellow of the Chartered Institute of Marketing. She agreed to join me to talk about her new book: The 15 Essential Marketing Masterclasses For Your Small Business. This interview follows on from my recent interview: Business Growth Via Strategic Alliances….Done The Right Way – Interview with Marsha Wright – and is number seventy four in the series of interviews with authors and business leaders that are

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00:30:28

Delivering Effective Social Customer Service -...

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

2020/01/11

Today’s interview is with Carolyn Blunt and Martin Hill-Wilson, authors and leading experts in the field of customer service and social customer service. They agreed to join me to talk about their new book: Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation. This interview follows on from my recent interview: Marketing Requires Not Just New Tools and Skills But New Attitudes – Interview with Dee Blick – and is

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00:23:10

How to create a successful, mission driven business...

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

2020/01/11

Today’s interview is with Seth Goldman and Barry Nalebuff the co-founders of Honest Tea. Today they join me to talk about their new book (Mission in a Bottle: The Honest Guide to Doing Business Differently--And Succeeding) which recounts their stories, both personal and professional, of how they conceived, started and grew Honest Tea from zero to a turnover of just less than $100 million and then sold the company to Coca Cola. This interview follows on from my recent interview: Leading A

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00:24:22

Leading A Renaissance in English Whisky - Interview...

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

2020/01/11

Today’s interview is with Andrew Nelstrop, the Managing Director of English Whisky, who are the 1st registered whisky distillery in England in over a century. He shares some insights into his experience over the last 7 years and their plans for the future. This interview follows on from my recent interview: Delivering Effective Social Customer Service – Interview with Carolyn Blunt and Martin Hill-Wilson - and is number seventy six in the series of interviews with authors and business leaders

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00:37:17

Deliver great customer experience by including your...

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

2020/01/11

Today’s interview is with Mark Hurst, who founded Creative Good in 1997, a New York based consulting and services company focused on the customer experience. Today, he joins me to talk about his new book: Customers Included: How to Transform Products, Companies, and the World - With a Single Step, that he recently co-authored with his colleague Phil Terry. This interview follows on from my recent interview: How to create a successful, mission driven business in a profit driven world –

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00:39:12

Learning from the university of the customer and the...

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

2020/01/11

Today’s interview is with Kevin Kelly, is a leading authority on the success principles of entrepreneurship, leadership, sales and motivation. Already a best selling author, he joins me today to talk about his new book: DO! - The pursuit of xceptional execution. This interview follows on from my recent interview: Deliver great customer experience by including your customers – Interview with Mark Hurst of Creative Good – and is number seventy eight in the series of interviews with authors and

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00:48:36

Employee engagement is like rolling a snowball uphill...

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

2020/01/11

Today’s interview is with Peter A. Hunter, an author and leading authority on employee engagement. Following an exchange on the Engage For Success LinkedIn group, I arranged to have a chat with Peter about his thoughts on employee engagement and his new book: The Problem With Management - and How to Solve It. This interview follows on from my recent interview: Learning from the university of the customer and the co-worker – Interview with Kevin Kelly - and is number seventy nine in the series

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00:35:18

Doing Well, Doing Good And Learning The Lesson Of The...

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

2020/01/11

Today’s interview is with Ken Olisa OBE, who is the founder and Chairman of Restoration Partners, a boutique technology merchant bank that provides advice to technology firms. Restoration Partners, by their own admittance, shamelessly copy the traditional Warburg merchant-banking model of developing long term, trusted relationships with their clients and aligning their interests and rewards. Ken agreed to talk to me about his family motto: "Do Well, Do Good", why he thinks it's important that

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00:16:13

Smart proactive customer service that delivers...

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

2020/01/11

Today’s interview is with Jim Dicso, President and Chief Revenue Officer of SundaySky, which has pioneered technology that allows firms to deliver personalised videos to their customers in real-time. This allows firms to lower costs, increase engagement and grow revenues. Jim agreed to talk to me about the cool things that SundaySky are doing with SmartVideo, particularly in the area of proactive customer service. This interview follows on from my recent interview: Doing Well, Doing Good And

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00:34:04

The Tools To Deliver Amazing Customer Service Every...

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

2020/01/11

Today’s interview is with Shep Hyken, a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. Shep has just published a new book: Amaze Every Customer, Every Time: 52 Tools for Delivering The Most Amazing Customer Service On The Planet and I was really pleased when he agreed to talk to me about the book, his experience and to share some insights. This interview

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00:26:43

Real life lessons on how to build a social business -...

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

2020/01/11

Today’s interview is with Bian Salins, Head of Social at Now TV, BSkyB. I was introduced to Bian by Martin Hill-Wilson who suggested I should talk to Bian as she was one of the few people that really 'gets' what it is to be a 'social business'. More importantly, he said, she doesn't just talk about it….she makes it happen for big organisations. Therefore, I was very excited when Bian agreed to spend some time sharing her experience and a few insights around social business and what it takes to

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00:41:35

Removing the 'friction' from the last mile of...

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

2020/01/11

Today’s interview is with Yuval Brisker, the co-founder of TOA Technologies, which was picked in October 2013 as 'A Leader in the Gartner Magic Quadrant for Field Service Management'. Yuval joins me today to talk about what they are doing, what makes them stand out and how they are removing the 'friction' from the last mile of customer service. This interview follows on from my recent interview: Real life lessons on how to build a social business – Interview with Bian Salins – and is number

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00:48:50

Customer service done different and fast reinvention...

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

2020/01/11

Today’s interview is with Craig Dubitsky, the founder and CEO of hello products. They first came to my attention when I heard that Craig has his Skype address on the homepage of their website as a way of encouraging their customers to get in touch. I was even more intrigued when I found out they are reinventing a category in the consumer products market and having some phenomenal success. Craig joins me today to talk about what they are doing, why they are doing it, what makes them stand, what

en

00:33:59

Improve employee engagement and customer service...

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

2020/01/11

Today’s interview is with Dave Keeling, who is 6’ 2”, ginger, a professional actor and has been a ‘stand-up’ educationalist for over 10 years. Dave has recently published a book called: The Little Book of Laughter: Using humour as a tool to engage and motivate all learners. Whilst the book is primarily aimed at people in education, I believe there are lessons and parallels for how we build teams, develop them and create engaged employees. I also thought it'd be great to finish the series of

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00:37:05

Looptail and changing the world through fully engaged...

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

2020/01/11

Today’s interview is with Bruce Poon Tip, founder of G Adventures and the Planeterra foundation. Bruce recently had a book published called Looptail: How One Company Changed the World by Reinventing Business, which recounts the story of the founding and development of G Adventures from a garage office start-up into the largest small group adventure travel company in the world and Bruce’s quest to develop a business model that balances karma, community and culture to produce outstanding

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00:33:47

Delivering first-class customer service - a law...

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

2020/01/11

Today’s interview is with Michael Haringman and David Quastel of QuastelMidgen, a law firm in London. Michael is the firm’s senior partner and David is the firm’s managing partner. They join me today to talk about doing things differently in the legal industry, their model of partner led service and what it means to deliver 'first-class service'. This interview follows on from my recent interview: Looptail and changing the world through fully engaged employees and customers – Interview with

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00:31:35

Does your customer experience support customer...

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

2020/01/11

Today’s interview is with David Lloyd, who is CEO of Intelliresponse, a leading provider of virtual agent technology solutions and knowledge base management software for enterprises. David joins me today to talk about some of the cool things they are doing with virtual agent technology, customer self-service and what stops enterprises from getting more from this channel. This interview follows on from my recent interview: Delivering first-class customer service – a law firm’s perspective –

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00:35:47

Customer engagement and the alignment of sales,...

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

2020/01/11

Today’s interview is with Tim Pickard, who is Chief Marketing Officer for NewVoiceMedia, a leading cloud multi-channel contact centre provider. Tim joins me today to talk about cloud contact centre technology, the technology cycle and the rate of adoption by larger organisations and an issue that they are championing called 'One Agenda'. This interview follows on from my recent interview: Does your customer experience support customer success and low-effort? – Interview with David Lloyd of

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00:44:50

Most websites fail to facilitate the customer journey...

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

2020/01/11

Today’s interview is with Mark Lancaster, who is CEO of SDL, who provide technology and services to optimize the global customer experience for clients all over the world, including 42 of the top 50 global brands. Mark joins me today to talk about the challenges of delivering a global customer experience and what it takes to be successful at it. This interview follows on from my recent interview: Customer engagement and the alignment of sales, marketing and customer service – Interview with

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554 results

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