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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

00:22:51

Did the hardest part of customer service just get...

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

2019/12/09

Today’s interview is with Michael Schneider who is the founder & CEO of Los Angeles-based Service (getservice.com), which is providing “on demand customer service” - this means that they helping consumers resolve issues that they have with businesses by taking them off their hands and managing their resolution. Michael joins me today to talk about what they are up to, how they do it, what he has learnt over the last few months and where they are going next. This interview follows on from

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00:30:08

Customer data mapping, engagement and developing...

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

2019/12/09

Today’s interview is with Rachel Lane, Director Customer Analytics EMEA at Verint, a US-headquartered analytics company which was founded in 2002. The company sells software and hardware products for security, surveillance, and business intelligence, which are designed through actionable intelligence to address issues in three areas: customer engagement optimization; security intelligence; and fraud, risk and compliance. Rachel joins me today to talk about a new report they have recently

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00:30:35

Transforming agent attrition in the contact centre...

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

2019/12/09

Today’s interview is with Ron Davis, who is co-founder and CEO of Tenacity, a new technology/software company that is helping contact centres change agent behaviours and transform their workplaces through peer accountability. Ron joins me today to talk about employee retention, turnover and engagement in the contact centre, the size of the problem, social physics and what Tenacity are doing to help address the situation. This interview follows on from my recent interview – Customer data

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00:22:45

How to use data and analytics to improve the 3R's...

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

2019/12/09

Today’s interview is with Evan Carroll who is a marketing technologist, author and speaker. Evan joins me today to talk about his new book: Blue Goldfish: Using Technology, Data, and Analytics to Drive Both Profits and Prophets that he co-authored with Stan Phelps of 9 Inch Marketing. Back in 2013, I spoke to Stan about a previous book in the series - What’s Your Green Goldfish? - which was number 57 in this interview series: Employee engagement is a commitment not a campaign. This time

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00:27:11

Predictive analytics and solving the problem of...

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

2019/12/09

Today’s interview is with Anil Kaul who is the CEO and co-founder of Absolutdata, a big data and predictive analytics firm. They describe themselves as decision engineers, where they apply decision sciences to help improve decisions at the world's largest companies. Anil joins me today to talk about what they are up to and how predictive analytics can be used to help solve the problem of silent customer churn. This interview follows on from my recent interview – How to use data and analytics

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00:25:01

Why every business should be hugging their haters -...

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

2019/12/07

Today’s interview is with Jay Baer, best-selling author, speaker and President of Convince & Convert, a strategy consulting firm that helps companies through the smart intersection of technology and customer service. Jay joins me today to talk about his new book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers, why complaints are a key way to help you keep your customers, the different type of complainers that exist and how to deal with them. This interview follows on

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00:33:43

Insights from neuroscience and making change...

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

2019/12/07

Today’s interview is with Hilary Scarlett, a speaker and consultant on change management and neuroscience at Scarlett & Grey. Hilary joins me today to talk about her new book: Neuroscience for Organizational Change: An Evidence-based Practical Guide to Managing Change, why our brains don’t like change, what people who manage change should think about doing differently, the role of emotions in the change process and how that emotions are contagious. This interview follows on from my recent

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00:26:50

Moving from product to customer centricity, the...

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

2019/12/07

Today’s interview is with Joseph A. Michelli, Chief Experience Officer at The Michelli Experience, an internationally sought-after speaker, best-selling author, and organizational consultant. Joseph joins me today to talk about his new book: Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, what Mercedes Benz USA did to transform their customer experience, how long it took them and what lessons others can draw from their experience. This interview follows on

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00:24:55

How to create a wow customer experience - Interview...

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

2019/12/07

Today’s interview is something different. It’s me, Adrian Swinscoe, being interviewed by Jonty Pearce of callcentrehelper.com about my new book (How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing) that has just come out. I’m both proud and pleased with how the book has turned out and Jonty and I talk a little about how the book came about, what’s in it and what you can expect from it. Check out the highlights below and grab a copy of the book. ;) This interview follows on

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00:29:25

Employee engagement, real-time feedback and...

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

2019/12/07

Today’s interview is with Cheryl Johnson, Head of HR for Echo Global Logistics. Cheryl joins me today to talk about what they are doing at Echo with regards implementing a real-time feedback system for their employees, why they are doing it, how it compliments their existing performance management systems and the results that they are achieving in terms of productivity, satisfaction and turnover. This interview follows on from my recent interview – How to create a wow customer experience –

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00:24:55

Having a great product without great support doesn’t...

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

2019/12/07

Today’s interview is with Sarah Metcalfe, Head of Customer Service at SureFlap, an award winning smart pet products manufacturer based in the UK. Sarah joins me today to talk customer feedback and innovation, what good service looks like and what it means for SureFlap and why employee engagement is integral to that. This interview follows on from my recent interview – Employee engagement, real-time feedback and organisational indigestion – Interview with Cheryl Johnson of Echo Global Logistics

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00:24:31

Delivering an excellent customer experience across 15...

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

2019/12/07

Today’s interview is with Delphine Mousseau, VP Markets at the fashion online retailer, Zalando, a very successful ecommerce company based in Berlin that sells shoes, clothing and other fashion items in 15 different countries across Europe. Delphine joins me today to talk customer service, what that means for Zalando, how they are using that to help them stand out and what they have learned about different customers in different countries. This interview follows on from my recent interview –

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00:19:32

Proactive customer service drives retention, advocacy...

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

2019/12/07

Today’s interview is with Monica Higgins, eSalon's Director of Customer Service. eSalon is an award wining and rapidly growing company that provides salon quality, at-home hair color at affordable prices all online. Monica joins me today to talk customer service, what being proactive means for them and how they are providing salon level service and quality online. This interview follows on from my recent interview – Delivering an excellent customer experience across 15 different countries –

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00:22:13

How TV helped create an engaging and effective...

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

2019/12/07

Today’s interview is with Anthony Soohoo, Co-Founder & CEO of Dot & Bo, a curated and thematic home design and furniture shopping experience that is particularly targeted at millennials. Anthony joins me today to talk about what customer service means to Dot & Bo, why millennials, what they have learned from their experience and what the future holds. This interview follows on from my recent interview – Proactive customer service drives retention, advocacy and growth – Interview

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00:33:53

65% of leaders believe that it’s not up to them to...

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

2019/12/07

Today’s interview is with Alison Esse, Co-founder and Director of The Storytellers, a culture change consultancy, and pioneers of storytelling in business. Alison joins me today to talk about a new piece of research that they have recently completed: 'Two Years' Warning: The Customer Centricity Crisis’, which explores the mindsets that exist around customer centricity in the world's largest organisations and also differences in attitudes and beliefs between leaders and employees. This

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00:43:50

Great service comes from doing things upside down -...

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

2019/12/07

Today’s interview is with John Timpson CBE, Chairman of Timpson’s the UK and Ireland’s leading retail service provider of shoe repairs, key cutting, watch repairs, engraved personalised gifts, dry cleaning and assisted photo ID. They are also the UK’s fastest growing specialist locksmith service. After hearing John speak at a recent conference, I asked him if he would be willing to be interviewed for my podcast series. John talks to me today about the Timpson story, upside down management,

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00:27:15

Your people know the best ways to improve your...

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

2019/12/07

Today’s interview is with Cathy Brown, Exec Director at Engage for Success, a UK-based social movement that is committed to promoting employee engagement as a better way to work that benefits individual employees, teams, and whole organisations. Cathy joins me today to talk all things employee engagement, why it’s important and what firms should be thinking about and what they should be doing if they want to boost their levels of employee engagement. This interview follows on from my recent

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00:26:06

Using analytics, decisioning and robotics to improve...

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

2019/12/07

Today’s interview is with Kerim Akgonul who is Senior Vice President of Products at Pega and is responsible for the company’s suite of Customer Relationship Management (CRM) applications. I had a chat with Kerim at their annual customer event: Pegaworld 2016to find out more about what they are up to, what makes them different and how they are fast becoming the big, new challenger in the CRM space. This interview follows on from my recent interview – Your people know the best ways to improve

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00:34:38

Most personalisation initiatives fail to improve...

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

2019/12/07

Today’s interview is with Jan Jensen Chief Marketing Officer at Cxense, a software as a service company that is enabling many of the world’s leading media, e-commerce and consumer brands to take control of their audience data to deliver more engaging and personalized user experiences. Jan joins me today to talk about personalisation, why many initiatives in this space fail, what firms can do about it and what role data and privacy concerns play. This interview follows on from my recent

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00:20:19

Making customer interactions more human by using...

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

2019/12/07

Today’s interview is with Rob Walker, Vice President Decision Management and Analytics at Pegasystems and is responsible for the company’s suite of predictive decisioning technologies. I had a chat with Rob at Pega's annual customer event: Pegaworld 2016 to find out more about what makes Pega different and a bit more about their analytics and decisioning technology, how it can be applied and how it can improve the customer experience. This interview follows on from my recent interview – Most

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574 results

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