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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

00:44:50

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

en

00:25:22

It's not about the channels in your support, it's...

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

2020/01/11

Today’s interview is with Girish Mathrubootham, who is founder and CEO of Freshdesk, an online customer support Saas software solution. Girish joins me today to talk about how to turn customer service into a marketing opportunity/asset. This interview follows on from my recent interview: Most websites fail to facilitate the customer journey – Interview with Mark Lancaster of SDL – and is number ninety-two in the series of interviews with authors and business leaders that are doing great

en

00:36:22

Behavioural science offers insight how customer...

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

2020/01/11

Today’s interview is with Nick Chater, who is Professor of Behavioural Science, Warwick Business School and co-founder of the research consultancy Decision Technology. Nick joins me today to talk about behavioural science, how our brains are hot-wired to make us all storytellers and how we can apply lessons from behavioural science to help us deliver better customer service and a better customer experience. This interview follows on from my recent interview: It’s not about the channels in your

en

00:36:11

The changing world of B2B customer experience and...

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

2020/01/11

Today’s interview is with Charlie Peters, who is Senior Executive Vice President of Emerson, a diversified global manufacturing and technology company that is working to solve the world's most complex engineering challenges. Emerson has a market capitalisation of$45 billion, approximately 135,000 employees and 235 manufacturing locations worldwide. Charlie is a 40+ year veteran of Emerson and his main responsibility is to develop innovative global business models that build the company’s

en

00:25:54

Power to the customer - Interview with Matt Gorniak...

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

2020/01/11

Today’s interview is with Matt Gorniak, Co-founder/COO at G2 Crowd, a new source for crowdsourced and trusted business software reviews, covering everything from CRM to accounting to content management systems to supply chain and logistics and all the way back again. I wrote about G2 Crowd before in Choosing and comparing CRM software? – Pointers from the crowd and Matt joins me today to talk about how they are disrupt the business software buying process, the business software market and

en

00:19:15

Warmth, competency and customer experience -...

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

2020/01/11

Today’s interview is with Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske at Princeton of a new book: The Human Brand: How We Relate to People, Products, and Companies. Following an introduction by Stan Phelps, who reviewed the book here, Chris was kind enough to make some time to talk to me about the book, what's changing around us and how we can make businesses or brands more human and why that is important. This interview follows on from my recent

en

00:29:58

Scaling up excellence is not a footprint problem but...

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

2020/01/11

Today’s interview is with Huggy Rao, Atholl McBean Professor of Organizational Behavior and Human Resources at Stanford Graduate School of Business and co-author of a new book, with Robert Sutton, called: Scaling Up Excellence: Getting to More Without Settling for Less. Huggy joins me today to talk about the book, the key scaling challenges that confront every organization and how you spread pockets of excellence across an organisation. This interview follows on from my recent interview:

en

00:25:48

Everyone can create a 'Genius Bar' customer...

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

2020/01/10

Today’s interview is with Gary Ambrosino, President and COO of Timetrade. Gary joins me today to talk about the the work that they are doing helping a number of top banks in the USA transform their in-branch customer experience, how every retailer can now deliver a ‘Genius Bar’ experience and what retailers can do to reduce the affects of 'showrooming'. This interview follows on from my recent interview: Scaling up excellence is not a footprint problem but a mindset problem – Interview with

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00:24:37

Customer experience requires a new type of responsive...

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

2020/01/10

Today’s interview is with Sid Banerjee, CEO of Clarabridge, a leader in the Customer Experience Management (CEM) space, particularly when it comes to helping firms mine their customer data to make better business decisions. Sid joins me today to talk about why he thinks industry, what firms can do to respond to the changes around them how they should be leveraging the right data from the right sources in order to drive actionable results. This interview follows on from my recent interview:

en

00:24:56

Building valuable customer support communities -...

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

2020/01/10

Today’s interview is with Rob Howard who is the Chief Technology Officer of Zimbra, a leader in the unified collaboration software space. Their solutions include email, calendaring, file sharing, activity streams, social communities and more. Rob joins me today to talk about how Texas Instruments leverages Zimbra's online community software to drive customer feedback and how to build valuable and effective customer support communities. This interview follows on from my recent interview:

en

00:23:37

The art of selling has to change because the art of...

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

2020/01/10

Today’s interview is with John Jantsch of Duct Tape Marketing who has recently added Duct Tape Selling to the set of books that he has authored. John joins me today to talk about his new book, how sales in changing and what sales people and businesses can do to adapt to their changing environment to help serve their customers better. This interview follows on from my recent interview: Building valuable customer support communities – Interview with Rob Howard of Zimbra – and is number

en

00:18:44

Not having contracts equalises our relationship with...

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

2020/01/10

Today’s interview is with John Marick, the co-founder and CEO of Consumer Cellular, a fast-growing and awarding winning provider of cell (mobile) phones and services in the US. John joins me today to talk about his company, why they are growing so fast, what rules they are breaking and what they are doing differently. This interview follows on from my recent interview: The art of selling has to change because the art of buying has changed – Interview with John Jantsch of Duct Tape Marketing –

en

00:19:51

Mobile marketing, customer retention and customers...

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

2020/01/10

Today’s interview is with Jess Stephens, Director and Co-founder of TagPoints, a mobile proximity marketing platform that uses beacon technology to help retailers gain loyal customers and generate valuable data. Jess joins me today to talk about her company, their growth, customer loyalty and what they are doing differently. This interview follows on from my recent interview: Not having contracts equalises our relationship with our customers – Interview with John Marick of Consumer Cellular –

en

00:23:20

The habits of leading customer centric businesses -...

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

2020/01/10

Today’s interview is with Bob Thompson, CEO of CustomerThink Corp. and Founder/Editor-in-Chief of CustomerThink.com, the world's largest community dedicated to customer-centric business. Bob’s also just authored a book: Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies and joins me today to talk about the book, what he thinks being customer centric really means and the five habits of successful firms. This interview follows on from my recent interview: Mobile

en

00:30:11

Neuroscience, customer service and why we should...

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

2020/01/10

Today’s interview is with Dr. Jack Lewis, Managing Director and Founder of NeuroFormed and recent author, with best selling author and motivational speaker Adrian Webster, of Sort Your Brain out. Jack joins me today to talk about the book, what neuroscience can teach us about customer service and how customers make decisions. This interview follows on from my recent interview: The habits of leading customer centric businesses – Interview with Bob Thompson – and is number one-hundred and six in

en

00:26:00

Great service, great coffee and great people creates...

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

2020/01/10

Today’s interview is with Nick Barlow, who is in charge of Creative and Media for Small Batch Coffee - a Brighton based (and local to me) ‘Boutique Coffee Roaster’ who sell coffee online (retail and wholesale) and also operate 7 coffee shops/vans around Brighton, Sussex. Nick joins me today to talk about the Small Batch Coffee, their story, social media and how they have used it to serve their customers, solve their problems and build better relationships with them. This interview follows on

en

00:18:45

How we built a community of customer advocates -...

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

2020/01/10

Today’s interview is with Joan Babinski, founder and vice president of marketing at Brainshark, which helps thousands of companies around the world improve productivity with cloud-based business presentation solutions for sales, marketing and training. Joan joins me today to talk about Brainshark and how they built a community of customer advocates that helped them grow their business. Background: Brainshark has more than 400 champions in its customer champion programme and, since starting it

en

00:27:43

Using customer reviews to drive service improvement,...

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

2020/01/10

Today’s interview is with Jan Jensen, the CMO of Trustpilot, an open, review-driven community connecting online consumers. Through their platform Trustpilot also help companies proactively collect reviews and get real insight from their customers. Launched in 2007, their service has seen rapid adoption with already more than 7.5 million reviews of over 85,000 individual companies. The company has developed strong positions in Denmark, UK, France, Germany, Netherlands, Italy and is now entering

en

00:28:22

Customer insight, big data and the bigger skills gap...

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

2020/01/10

Today’s interview is with Vivek Jetley, Senior Vice President and co-Head of Analytics and Head of Corporate Strategy at EXL, a business process solutions company that integrates operations management services, decision analytics and technology platforms to help their clients deliver immediate results and long-term business impact. Vivek joins me today to talk about how companies need to create customer service teams that are cross-functional and multi-disciplinary, the convergence of customer

en

00:27:56

Customer loyalty is becoming a collective experience...

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

2020/01/10

Today’s interview is with Steve Abernethy, Executive Chairman andCo-founder of SquareTrade, the leading extended warranty service provider for consumer electronics and appliances. Steve joins me today to talk about SquareTrade, why they have made their company's focus customer happiness, how they’ve made a traditionally ‘uncool’ sector cool and how customer loyalty is changing. This interview follows on from my recent interview: Customer insight, big data and the bigger skills gap – Interview

en

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