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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

00:23:49

Proactive customer service will pay back ten fold -...

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

2019/12/27

Today’s interview is with Matt Lautz, President and CIO of CorvisaCloud, a provider of call centre software and a cloud based enterprise communications platform. Matt joins me today to talk about B2B customer service and customer experience, why it needs to improve, what lessons B2B can learnt from B2C and a few predictions about what's coming up in the customer service/customer experience arena. This interview follows on from my recent interview: Startupland – Zendesk’s journey from a

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00:19:20

Compliments received are a leading indicator of...

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

2019/12/27

Today’s interview is with Ron Kaufman, Founder and Chairman of UP! Your Service and author of New York Times bestselling Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet. Ron joins me today to talk about uplifting service, building a service culture, some examples of companies that are excelling at this and and why that’s important that every company builds their own service culture. This interview follows on from my recent interview:

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00:29:54

Customer service, customer experience and millennials...

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

2019/12/27

Today’s interview is with Micah Solomon, a speaker, consultant, and bestselling author on customer service, the customer experience, and company culture. He's also a fellow Forbes contributor and joins me today to talk about his new ebook (Your Customer Is The Star: How To Make Millennials, Boomers And Everyone Else Love Your Business), what are the biggest lessons that firms should be learning right now with regards to the rise of new types of customers and what actions they should be

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00:31:54

Behavioural science is a gold mine for service design...

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

2019/12/27

Today’s interview is with Nicolae Naumof, an applied behavioural science specialist, who helps businesses to increase customer satisfaction and increase profitability. Happier Customers & Higher Profitability through Behavioural Science Applied in Service Design is his motto. I came across Nicolae (Nick) following a Twitter exchange between Wim Rampen and Graham Hill regarding ‘applied behavioural economics and #gamification in the design of services. Nicolae joins me today to talk about

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00:14:53

Are you making it hard for your customers to give you...

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

2019/12/27

Today’s interview is with Eetu Raudas, Eemeli Ahonen and Kalle Ek of Gizlo, a software company from Finland that connects retailers and individual shop owners to customers through a platform used for mystery shopping, store audits and consumer surveys by making use of the customers own smartphones. Eetu, Eemeli and Kalle join me today to talk about their application, what they are up to in the voice customer space, success to date in Finland and their plans for taking the UK by storm. This

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00:11:50

Turning your customers into a horde of zombie...

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

2019/12/27

Today’s interview is with Peter Shankman, an author, entrepreneur, speaker, and worldwide connector. Peter joins me today to talk about his new book: Zombie Loyalists: Using Great Service to Create Rabid Fans, a book about how to create fans that not only keep returning to do business with you but also help you massively grow your customer base, brand awareness and revenue. This interview follows on from my recent interview: Are you making it hard for your customers to give you feedback? –

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00:33:12

Social listening could replace traditional voice of...

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

2019/12/27

Today’s interview is with Dana Miller, the SVP of Client Services at Crimson Hexagon, a social media data analytics firm that enables users to listen to and understand the opinions expressed on social media. Dana joins me today to talk about "voice of the customer" (VoC) programmes and how listening in social media can help. This interview follows on from my recent interview: Turning your customers into a horde of zombie loyalists – Interview with Peter Shankman – and is number 137 in the

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00:22:52

Text messaging: a customer service channel whose time...

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

2019/12/27

Today’s interview is with John Huehn, founder, President & CEO of In The Chat, a social media sales and customer service company, that is aiming to make text message and social customer service easy with their software. John joins me today to talk about how text messaging as a customer service channel doesn’t get the press that it deserves but that it can offer great benefits to businesses that implement it as a channel. This interview follows on from my recent interview: Social listening

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00:21:06

Scaling customer and employee trust - Interview with...

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

2019/12/27

Today’s interview is with Peter Mühlmann, Founder and CEO of Trustpilot. You might recall that I interviewed Jan Jensen, Trustpilot’s CMO back in July 2014 about ‘Using customer reviews to drive service improvement, WoM and growth’. This time around Peter joins me on the podcast to talk about they have been able to maintain their company’s culture as well as their ability to deliver an excellent customer experience in the face of rapid sales, employee and geographical growth in the last few

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00:21:08

Customer experience: UK brands are 2-3 years behind...

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

2019/12/27

Today’s interview is with David Conway who is a senior partner and Chief Strategy Officer at Nunwood, an international customer experience consultancy focused on ‘full-service’ customer experience management (CEM). David joins me on the podcast today to talk about Nunwood’s US Customer Experience Excellence Report 2015 that they have just released, some insights into what the leading players are doing to help them stand out, some examples and what the main differences are that exist between CX

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00:15:31

Copying your way to increased innovation, creativity...

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

2019/12/27

Today’s interview is with Mark Earls, a writer and consultant to business and government on marketing and communications as well as being a leading thinker on brands and behaviour. He joins me today to talk about his new book: Copy, Copy, Copy: How to Do Smarter Marketing by Using Other People's Ideas. This interview follows on from my recent interview: Customer experience: UK brands are 2-3 years behind the US – Interview with David Conway of Nunwood – and is number 141 in the series of

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00:22:48

Different customers have different journeys and needs...

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

2019/12/27

Today’s interview is with Daniel Lind, Head of Business Development at Qmatic, a company who through its software and hardware is helping organisations manage their online and offline customer experience. Daniel joins me today to talk about the work that Qmatic are doing to help improve the customer experience, especially as it relates to waiting and getting better served. This interview follows on from my recent interview: An organisational constitution improves employee engagement and

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01:11:50

The winner of the 2019 CX Leader of the Year -...

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

2019/12/23

Today’s interview is with Sandra De Zoysa who is the Group Chief Customer Officer of Dialog and the Chairperson of the Digital Customer Experience Expert Working Group for Axiata. Dialog Axiata is one of Sri Lanka's largest telecommunications service providers, and the country's largest mobile network operator with 14.275 million subscribers which amounts to 44% of the Sri Lankan mobile market. She is also the winner of the MyCustomer.com 2019 CX Leader of the Year. She joins us today to talk

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00:22:52

Creating a great place to work is the best business...

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

2019/12/18

Following on from my interview last month, What makes first direct so successful: Interview with their new CEO Mark Mullen, today I am excited to introduce you to Henry Stewart, the CEO of Happy Ltd, the umbrella training organisation that delivers IT, Management, and Personal Development Training. They've won lots of awards, which you can check out here. Their biggest award was when The Financial Times rated Happy as one of the top 2 places to work in the entire UK economy. This was the result

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00:28:10

Great customer service and customer experience...

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

2019/12/18

It's been a wee while since I've published an interview here on the blog. So, following on from the interview, Creating a great place to work is the best business investment decision you could ever make – Interview with Henry Stewart, that I did in early December, today I am excited to introduce you to Jo Causon, the CEO of the Institute of Customer Service, the independent, professional membership body for customer service. This interview makes up number seventeen in the series of interviews

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00:08:27

Inbound and content marketing may make up 80% of all...

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

2019/12/18

In Inbound marketing is about content and context, I reported back from Inbound Marketing UK. However, whilst there I was able to catch up with Mike Volpe, the Chief Marketing Officer of Hubspot, who was speaking at the conference. In the interview, we talked about inbound marketing, where people should start, how much of their marketing should be inbound/content focused and a bunch of other things. This interview makes up number thirty-seven in the series of interviews with authors and

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00:20:22

Our customer service and success is driven by happy...

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

2019/12/18

Today’s interview is with Will Beckett of Hawksmoor, a rapidly growing restaurant brand in London, and follows on from my recent interview: Customer service, people and how caring does scale – Interview with Gary Vaynerchuk #1aDayQandA It was when they ranked No. 36 in the Sunday Times’ 100 Best Small Companies to work for in 2012 that I decided I’d like to find out more about what makes them tick and what makes them so successful. This interview makes up number forty-eight in the series of

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00:35:59

Brands with purpose build better relationships with...

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

2019/12/18

Today’s interview is with Jeremy Waite, Head of Digital Strategy, EMEA @Salesforce Marketing Cloud. He joins me today to talk about his new book: From Survival to Significance. This interview follows on from my recent interview: Copying your way to increased innovation, creativity and competitive advantage – Interview with Mark Earls – and is number 142 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great

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00:24:48

Customer feedback is the most effective way of...

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

2019/12/18

Today’s interview is with Guy Letts, founder and Managing Director of CustomerSure, a cloud based software firm that helps businesses gather feedback from their customers – not as an annual marketing exercise but as part of day-to-day business. Guy joins me today to talk customer reviews, customer feedback, a better way to do it and that most firms are doing it wrong. This interview follows on from my recent interview: Brands with purpose build better relationships with their customers –

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00:11:30

A degree of humility always succeeds in business -...

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

2019/12/12

Today’s interview is with Michael O’Leary, Chief Executive of Ryanair, a European low-cost airline, headquartered in Dublin, Ireland. Ryanair is also the largest European airline by scheduled passengers carried and also the busiest international airline by passenger numbers. Michael joins me today after he responded to a recent article I wrote (Does Michael O'Leary Really Care About Ryanair's Customers, Or Is He Just Being Pragmatic?) but also to talk about humility, Herb Kelleher, bourbon and

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