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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

00:22:03

Improving B2B customer experience through Total User...

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

2019/12/12

Today’s interview is with Sanish Mondkar, who is Chief Product Officer at Ariba (a SAP company). Ariba established the Ariba Network - a cloud-based community where you’ll find buying, selling, and managing cash to be as easy as using Amazon, eBay, and PayPal.Sanish joins me today to talk about customer experience in B2B, what lessons they have learned from B2C, Total User Experience, what they are doing about it and what lessons others can learn. This interview follows on from my recent

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00:16:54

Millennials and how they engage with insurance...

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

2019/12/12

Today’s interview is with Dr. Paul Redmond who is a leading expert on generations and the graduate labour market. Dr. Redmond joins me today to talk about a report that was recently released by Capgemini and Pegasyatems that looks at how UK millennials are engaging with insurance companies, how important social media is in that context and the lessons that can be learned from learned from the research. This interview follows on from my recent interview - Improving B2B customer experience

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00:18:55

Building a better place to work helps develop long...

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

2019/12/12

Today’s interview is with Sebastian Henkes and Claire Clifford who are the Managing Director and Head of HR and People Development respectively at Sabio, a systems integrator that specialises in providing contact centre solutions. Sebastian and Claire join me today to talk about the fact that Sabio have recently been named as one of the best places to work in the UK, what makes Sabio such a great place to work and what lessons other firms in the contact centre space could learn from their

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00:31:33

The pre-life, early life and in-life stages of the...

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

2019/12/12

Today’s interview is with Jo Taylor, former Director of Talent Management at Talk Talk, a provider of pay TV, telecoms, internet access mobile services to businesses and consumers in the UK. Jo joins me today to talk about what it takes to build a dynamic, responsive and evolving culture. This interview follows on from my recent interview – Building a better place to work helps develop long term customer relationships – Interview with Sebastian Henkes and Claire Clifford of Sabio – and is

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00:20:13

How Chief Customer Officers build their organisations...

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

2019/12/12

Today’s interview is with Jeanne Bliss, who is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association (CXPA). Jeanne joins me today to talk about her new book: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. This interview follows on from my recent interview – The pre-life, early life and in-life stages of the employee experience – Interview with Jo Taylor – and is number 150 in the series of interviews

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00:28:46

Towards a unified view of the customer - Interview...

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

2019/12/12

Today’s interview is with James McGourlay, who is the Senior Vice President of Global Technical Services at OpenText, a global leader in Enterprise Information Management (EIM) & Canada's largest software company. James joins me today to talk about some of the big challenges that they are seeing and hearing about from their customers, how they are helping them and he also gives a view and update on the perennial challenge of creating a unified view of the customer. This interview follows

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00:30:03

How we transformed our organisation and our customer...

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

2019/12/12

Today’s interview is with Damian Thompson, Director of Distribution at Principality Building Society, a Welsh building society founded in 1860 and head-quartered in Cardiff. Principality is the largest building society in Wales and the sixth largest in the United Kingdom. Damian joins me today to talk about how they transformed their customer experience by moving from a performance target culture to a behavioural model and how that has delivered sustained and consistent improvement in their

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00:20:25

Customer experience failures are more likely to be...

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

2019/12/12

Today’s interview is with Paige O'Neill who is Chief Marketing Officer of SDL, a global Customer Experience software solutions provider. Paige joins me today to talk about SDL’s latest global Customer Experience Thought Leadership research into when Customer Experience fails (and when it triumphs), exactly what happens, and why? This interview follows on from my recent interview – How we transformed our organisation and our customer experience – Interview with Damian Thompson of Principality

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00:39:08

The state of workplace happiness and why it matters -...

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

2019/12/12

Today’s interview is with Lord Mark Price, who is the founder of engaging.works, an author, speaker, Chair of the Fairtrade organisation, Member of the House of Lords and former Managing Director of Waitrose and Deputy Chairman of The John Lewis Partnership. Mark joins me today to talk about engaging.works, workplace happiness and their The State Of Workplace Happiness Report - 2019. This interview follows on from my recent interview – Pathfinder customers and employees are demanding more of

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00:19:23

Having a goal of reducing customer service calls to...

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

2019/12/09

Today’s interview is with Ian Siegel who is co-founder and CEO at ZipRecruiter.com, a job platform for small and medium sized businesses which provides them with the fastest and easiest way to get a job listing in front of millions of candidates as well as some additional on-boarding features. Ian joins me today to talk about the growth of the company, being the company’s first customer service representative and how they continue to delight customers today through their approach. This

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00:27:44

Innovation, customer experience and co-design...

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

2019/12/09

Today’s interview is with Gary Miles, who is the is the General Manager for Amdocs’ Big Data and Strategic Innovations unit. Amdocs is a leader in the customer experience software solutions and services space for the world’s largest communications, entertainment and media service providers. Gary joins me today to talk about working with their customers as partners to produce innovations that drive improvements in customer experience and operational efficiency. This interview follows on from my

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00:28:09

What you do when proactive customer service is in...

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

2019/12/09

Today’s interview is with David Politis, who is founder and CEO of BetterCloud, which provides critical insights, automated management, and intelligent data security for cloud office platforms. David joins me today to talk about proactive customer service, putting it into practice, how they make it work for their company and how it is allowing to differentiate themselves from their competition. This interview follows on from my recent interview – Innovation, customer experience and co-design

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00:28:41

Next generation marketing automation that drives real...

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

2019/12/09

Today’s interview is with Michael Sharkey, Co-founder & CEO, and Guy Marion, CMO, of Autopilot, a Saas company that provides easy and visual marketing software for automating the customer journey. Michael and Guy join me today to talk about what they are doing, how they are working on creating customer journeys and creating unique marketing experiences that don’t feel like marketing and the impact of this type of approach on customer engagement and customer experience. This interview

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00:27:40

How to enhance, extend and crowd source your in-field...

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

2019/12/09

Today’s interview is with Manuel Grenacher, who is the founder & CEO of Mila, a technology company which is helping large organisations crowd source their customer service and build extended service communities around their products and services. Manuel joins me to today to talk about what they are doing, why they are helping companies create those extended customer service communities and how they are doing it. This interview follows on from my recent interview – Next generation marketing

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00:57:32

Behavioural science, customer experience and why we...

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

2019/12/09

Today’s interview is with Rory Sutherland who is Vice-Chairman, Ogilvy & Mather UK and co-founder of #ogilvychange. The Ogilvy & Mather Group UK is made up of 10 companies that work across a range of marketing disciplines. #ogilvychange is their specialist behavioural science practice that uses the latest thinking in cognitive psychology, social psychology and behavioural economics to help their clients create behavioural change in the real world. Rory is a leading thinker in the

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00:27:55

What it takes to build an award winning and customer...

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

2019/12/09

Today’s interview is with Fiona McSwein, Chief Customer Officer at Simply Business, the UK’s favourite business insurance broker. They’ve just been awarded first place in The Sunday Times’ 100 Best Small Companies to Work For list (mid-sized category) this year. They are also a Sunday Times Tech Track 100 company and were recently named in the Deloitte Technology Fast 500 EMEA. Fiona joins me today to talk about what it takes to build an award winning and customer centric culture. This

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00:29:23

Let's stop talking about data and start talking about...

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

2019/12/09

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. You might remember that I spoke to Geraldine just over a year ago (Moving from the era of CRM (Customer Relationship Management) to the era of CMR (Customer Managed Relationships) and this interview was an opportunity to catch up and see what’s been happening in the data, privacy and development of the the emerging Personal Information

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00:35:59

Customer experience begins with the empowering of...

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

2019/12/09

Today’s interview is with Ian Fitzpatrick, Chief Strategy Officer and founding partner at Almighty, a Boston-based digital agency that helps its clients reimagine what it means to be their customer, and build tools, systems and experiences that support those relationships. They recently published a new report called Hearts, then Charts: a framework for meaningful approaches to customer experience that explores the challenges that organisations face in becoming customer centric and what they

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00:32:51

Why Should Anyone Work Here? - Interview with Gareth...

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

2019/12/09

Today’s interview is with Gareth Jones, Visiting Professor at the IE Business School, Madrid, and a Fellow of the Centre for Management Development at London Business School. He is also a founding partner of Creative Management Associates (CMA), a consultancy focused on organisations where creativity is a source of competitive strength. Gareth along with co-author Rob Goffee recently published a new book called Why Should Anyone Work Here? that explores what it takes to create an authentic

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00:21:59

The only person that everyone has in common is the...

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

2019/12/09

Today’s interview is with Ben Reason, founding partner of Livework, a leading service design firm. They help organisations with customer related challenges and how they affect the business and the organisation. Ben along with Lavrans Løvlie and Melvin Brand Flu, two other Livework partners, has recently published a new book called Service Design for Business: A Practical Guide to Optimizing the Customer Experience. Ben joins me today to talk about the book, what they have learnt, service design

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