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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

00:37:21

What drives customer loyalty - Interview with Steve...

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

2020/01/10

Today’s interview is with Steve Sims, Chief Design Officer & Founder of Behavior Lab at Badgeville, the number one gamification platform for enterprises. Steve joins me today to talk about Badgeville, the work they do, customer loyalty and the motivation and psychology behind loyalty programmes. This interview follows on from my recent interview: Customer loyalty is becoming a collective experience – Interview with Steve Abernethy of SquareTrade – and is number 112 in the series of

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00:31:20

Should 'Net Easy' be your new customer service metric...

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

2020/01/10

Today’s interview is with Nicola Millard, Customer Experience Futurologist at BT, where she heads up customer insight & futures with BT Technology, Service & Operations' Global Innovation team. Some of you may remember my previous interview with Nicola last year (Customers, customer service, customer experience and crystal balls – Interview with Dr Nicola Millard of BT). Well, I decided to ask Nicola back for a chat after seeing her present at the the recent 20:20 Customer Experience

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00:52:11

Fanocracy and building a true human connection -...

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

2020/01/07

Today’s interview is with David Meerman Scott, an internationally acclaimed business strategist, author, entrepreneur, advisor to emerging companies, and public speaker. David joins me today to talk about his new book that he co-authored with his daughter Reiko: Fanocracy: Turning Fans into Customers and Customers into Fans, how it came about and what we can learn from it. This interview follows on from my recent interview – The winner of the 2019 CX Leader of the Year – Interview with Sandra

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00:30:27

What is a Chief Customer Officer: Interview with Vala...

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

2020/01/05

This is the fourteenth 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 Customer complaints are great, I spoke to Michael Hill of ComplaintsRGreat (complaintsrgreat.com), a business that specialises in helping businesses manage customer complaints better. Today, I wanted to introduce you to Vala

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00:34:13

Improve customer experience by surveying your...

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

2020/01/05

Today’s interview is with Dr Mark Smith who is CEO and co-founder of ContactEngine, a multi-channel, interactive contact engine, whose cloud based software helps their clients improve efficiency, lower costs and drive growth through happier customers. I met Mark at the recent 20:20 Customer Experience Summit in London and he told me about what they were doing, who they were working with and the sort of results that they were helping deliver. So, I invited Mark onto the podcast to tell me a bit

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00:21:28

Customer engagement and lessons from the Scottish...

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

2020/01/05

Today’s interview is with Jamie Anderson, Global Vice President Product Marketing, Customer Engagement & Commerce at SAP. Jamie joins me today to talk about a concept called brand self-awareness, what we can learn from the Scottish poet, Robert Burns, and what customer engagement really means. This interview follows on from my recent interview: Improve customer experience by surveying your customers quicker – Interview with Mark Smith of ContactEngine – and is number 115 in the series of

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00:28:39

Successful innovation doesn't have to involve a...

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

2020/01/05

Today’s interview is with Adrian Collins, the MD of Ziggurat Brands. Adrian joins me today to talk about innovation and a business and set of products (bac<) that they have developed that aims to transform back-care in the UK. This interview follows on from my recent interview: Customer engagement and lessons from the Scottish poet, Robert Burns – Interview with Jamie Anderson of SAP – and is number 116 in the series of interviews with authors and business leaders that are doing great

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00:17:40

Business needs to be agile and customer centric if it...

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

2020/01/05

Today’s interview is with Alan Trefler, who is the Founder and Chief Executive Officer of Pegasystems, the publicly traded American software company which has several products that focus on customer service and predictive analytics. Alan joins me today to talk about his new book: Build For Change, which argues for a complete overhaul of how businesses think about and use technology to create customer-centric organizations. This interview follows on from my recent interview: Successful

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00:32:56

Big and little data, building trust and B2B marketing...

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

2020/01/05

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

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00:28:59

Quantifying the business value of a great customer...

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

2020/01/05

Today’s interview is with Peter Kriss, Senior Research Scientist at Medallia, whose software helps corporations track and manage the experiences of their customers. Medallia’s software, delivered as an Internet service, integrates and delivers data from everywhere that a company that touches a customer, analyses it and presents it visually so that employees can see very quickly what is going on and then decide how to respond. When he’s not at Medallia, Peter is also the Director of Research for

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00:26:22

Five key trends that will define the future of...

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

2020/01/05

Today’s interview is with David Mattin, Head of Trends & Insights at trendwatching.com, who help over 260,000 subscribers and 1,200+ clients understand the new consumer and uncover innovation opportunities through their reports and trend watching services. David joins me today to talk about their September 2014 Trend Briefing - The Future Of Customer Service: Five trends that will redefine great service in 2015 and beyond. This interview follows on from my recent interview: Quantifying

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00:17:51

Moving from the era of CRM (Customer Relationship...

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

2020/01/05

Today’s interview is with Geraldine McBride, CEO of MyWave, a next generation CRM solution that puts the customer in charge of their data and their experience. Geraldine joins me today to talk about MyWave, the emerging Personal Information Management (PIM)/Customer Managed Relationship (CMR) space and how we are moving from the era of CRM (Customer Relationship Management) to the era of CMR (Customer Managed Relationships), where the customer is now in the driving seat. This interview

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00:19:39

Find and fix customer problems by hiring a Customer...

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

2020/01/05

Today’s interview is with Carey Smith, founder & CEO (Chief Big Ass), and Dave Waltz, Customer Advocate, of Big Ass Fans, a manufacturer of high-volume low-speed fans for industrial, agricultural, commercial and residential use. Carey and Dave join me today to talk about how their customer service strategy has been central to growing the business from $34 million in revenue in 2009 to a projected $175 million in 2014, what they are doing that’s different, silent complaints, why they hired

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00:32:09

Social leadership and why the C-Suite has to go...

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

2020/01/05

Today’s interview is with Ted Coiné and Mark Babbitt, co-authors of a new book called: A World Gone Social: How companies must adapt to survive. They join me to talk about their book, the challenges that they see many firms facing, how to address these challenges and why customer service is not only an issue for whole organisations but is also a leadership issue. This interview follows on from my recent interview: Find and fix customer problems by hiring a Customer Advocacy Manager – Interview

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00:21:13

Proactive customer service drives customer loyalty -...

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

2019/12/27

Today’s interview is with Stew Bloom, CEO of Aspect, who help enterprise contact centres deliver their customer experiences across every channel through their software platform. Stew joins me today to talk about proactive customer service and why proactive customer service drives customer loyalty. This interview follows on from my recent interview: Social leadership and why the C-Suite has to go social – Interview with Ted Coiné and Mark Babbitt – and is number 124 in the series of interviews

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00:16:49

Nearly 60% of customers will go elsewhere following a...

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

2019/12/27

Today’s interview is with Angela O’Connell, the Strategy & Marketing Director for MetaPack. Founded in 1999, MetaPack provides a SaaS delivery management system to retailers, third-party logistics companies and carriers enabling better choice and more freedom in delivery options to all consumers, both in B2B and B2C markets. Angela joins me today to talk about recent research about consumer feelings, anxieties and preferences about deliveries following online purchases, the last mile/yard

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00:27:21

An organisational constitution improves employee...

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

2019/12/27

Today’s interview is with S. Chris Edmonds, who is the founder and CEO of The Purposeful Culture Group. Chris joins me today to talk about his new book: The Culture Engine: A Framework for Driving Results, Inspiring Your Employees, and Transforming Your Workplace, which gives firms and leaders a new framework for building and maintaining the culture that they need to develop in order to compete and drive their businesses forward but one that they can develop without falling behind on everything

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00:24:13

Customer service by email and differences across...

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

2019/12/27

Today’s interview is with Laurence Chami, Managing Director of Eptica, a European provider of multichannel customer interaction software with a global reach. Laurence joins me today to talk about the work that Eptica are doing, the challenges that many companies face providing customer service via email, differences to approaches across geographies and why email as a customer service channel is here to stay. This interview follows on from my recent interview: Different customers have different

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00:23:13

Do you know if you are irritating your customers? -...

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

2019/12/27

Today’s interview is with Melvin Brand Flu, Partner and Director of Strategy and Business Design at Livework, a leading service design company. Melvin joins me today to talk about the work that Livework do and some of the research that they are doing around irritation curves. This interview follows on from my recent interview: Customer service by email and differences across geographies – Interview with Laurence Chami of Eptica– and is number 129 in the series of interviews with authors and

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00:18:08

Startupland - Zendesk's journey from a kitchen table...

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

2019/12/27

Today’s interview is with Mikkel Svane, Chief Executive Officer and Founder of Zendesk, a fast growing and recently listed (NYSE) cloud based customer service platform. Mikkel joins me today to talk about: Startupland: How Three Guys Risked Everything to Turn an Idea into a Global Business - his new book that tells the story of how they grew their cloud based customer service platform from a kitchen table in Denmark to Silicon Valley, a listing on the NYSE and customers in over 150

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