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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

00:32:28

Zappos: Customer experience, employee experience,...

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

2019/12/07

Today’s interview is with Rob Siefker, Senior Director of Customer Service Operations at Zappos.com and one of the speakers at Zappos Insights, a team within the Zappos Family of Companies that was created simply to help share the Zappos Culture with the world and to inspire positive change in the workplace. Rob joins me to talk about the School of Wow at Zappos Insight, what Wow service means to them, employee experience and holocracy. This interview follows on from my recent interview –

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00:29:11

You have to sit next to a customer to be able to...

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

2019/12/07

Today’s interview is with Ben Velker who is Senior Vice President of Growth at Edgenet, a Nashville-based software-as-a-service company that provides industry-leading retailers, distributors, websites and suppliers with the ability to manage and improve their product content. Ben joins me today to talk about how Edgenet has turned around it’s customer service over the last two years, what they have done, how they have done it, why they didn’t go done the ‘more tech’ route and what that has

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00:23:31

If you are in employee engagement then you are in...

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

2019/12/07

Today’s interview is with Jim Barnett, who is the chief executive officer, co-founder and chairman of Glint, an employee engagement platform which uses machine learning and real-time, data-driven decisions to help improve company culture, increase engagement, and positively affect employee retention. Jim joins me today to talk about employee engagement, what is an engaged employee, the main challenges to improving engagement, what Glint are up to and the sort of impact that they are having on

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00:25:22

The Contest and getting everyone involved in...

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

2019/12/07

Today’s interview is with David Kalt, founder and CEO of Reverb.com, an online marketplace where musicians go to buy and sell guitars and other music gear. Dave joins me today to talk about how they have made customer experience the job of each and every one of Reverb.com’s employees with "The Contest." This interview follows on from my recent interview – If you are in employee engagement then you are in management development as well – Interview with Jim Barnett of Glint – and is number 188

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00:26:08

Delivering omni channel experiences that create...

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

2019/12/07

Today’s interview is with Janelle Mathews, senior VP for solutions at Genesys, a customer experience platform provider, which empowers companies to create exceptional omnichannel experiences, journeys and relationships. Janelle joins me today to talk about Genesys, the work they do and how they are helping their clients improve service and both the customer and employee experience. This interview follows on from my recent interview – The Contest and getting everyone involved in delivering the

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00:26:04

The benefits of surveying your customers at the point...

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

2019/12/07

Today’s interview is with Lee Evans, the Chief Executive Officer & Founder of SurveyMe, a fast, flexible and closed-loop approach to receiving, recording and rewarding 'Point of Experience' feedback. Lee joins me today to talk about customer surveys, closing the loop and linking feedback to action. This interview follows on from my recent interview – Delivering omni channel experiences that create memorable relationships – Interview with Janelle Matthews of Genesys – and is number 190 in

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00:24:38

Service design and creating experiences that work for...

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

2019/12/07

Today’s interview is with Birgit Mager who is the Professor for Service Design at KISD, the Köln International School of Design, based in Cologne, Germany and the president of the International Service Design Network (SDN). Birgit joins me today to talk about service design, design thinking, why it’s becoming more and more popular and how it can be used to produce better outcomes for organisations, customers and employees.

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00:27:03

Over 50% of a customer’s experience is driven by how...

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

2019/12/05

Today’s interview is with Colin Shaw, Founder and CEO of Beyond Philosophy™, a global customer experience consultancy. Colin joins me today to talk about his new book (The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level - co-authored with Ryan Hamilton, a Professor of Marketing at Emory University in Atlanta, Georgia and a Beyond Philosophy colleague) and what insights companies can draw from neuroscience and behavioural economics to make their

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00:45:19

How Tower grew by over 40% by introducing a five hour...

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

2019/12/05

Today’s interview is with Stephan Aarstol, Founder & CEO of Tower Paddle Boards, a direct to consumer beach lifestyle brand, based in San Diego, that started with stand up paddle board manufacturer and has now extended into surf, snorkel, bikes, skateboards etc. However, Stephan joins me today to talk about his new book: The Five-Hour Workday: Live Differently, Unlock Productivity, and Find Happiness, the idea behind it, how he has implemented it in his own firm and what has been the

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00:42:53

Technology has made people very productive but it has...

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

2019/12/05

Today’s interview is with Chris Lewis, CEO of global communications agency, LEWIS. Chris joins me today to talk about his new book: Too Fast to Think: How to Reclaim Your Creativity in a Hyper-connected Work Culture, the idea behind it, what he means by creativity, what are the implications of the hyper connected work culture we live in and what people can do about it.

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00:32:20

The rationale behind choosing a high-touch and...

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

2019/12/05

Today’s interview is with Matthias Murin, Group Manager Customer Service at DocMorris, a Dutch online and mail-order pharmacy that provides medicines primarily to customers in Germany. Matthias joins me today to talk about DocMorris’ approach to customer service, the challenges of delivering a great customer experience over the phone and via email and why they have opted to go down a high-touch, high cost route when the industry wide trend is to try and reduce the cost to serve and increase

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00:42:50

How to do extraordinary things for your customers and...

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

2019/12/05

Today’s interview is with Bill Taylor, co-founder and founding editor of Fast Company, who now spends his time writing books and speaking to leadership audiences. Bill joins me today to talk about his new book: Simply Brilliant: How Great Organizations Do Ordinary Things In Extraordinary Ways, why he wrote it, it's central thesis, who's it for, some of the great stories in it and what's its purpose.

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00:29:15

Messaging, chat bots and improving the customer...

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

2019/12/05

Today’s interview is with Donna Peeples, Chief Customer Officer of Pypestream.com, an enterprise mobile messaging platform that features the use of intelligent automation and chatbot technology. Donna and I had a great chat about a number of things including Pypestream, what they are up to, chat bots, getting the most out of them and how customers react to them.

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00:48:11

Most organisations are ignoring the behavioural...

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

2019/12/05

Today’s interview is with Morris Pentel, who is the Chairman & Founder of the Customer Experience Foundation, a leading organisation in Customer Experience Science. Morris joins me today to talk about Customer Experience Science, Behaviour As Technology and his view on the biggest and current challenges for organisations trying to design and deliver a great customer experience for their customers.

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00:26:26

Many brands are losing touch with crucial ‘moments of...

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

2019/12/05

Today’s interview is with PV Kannan, the co-founder and CEO of [24]7, a customer engagement platform which assists several hundred million visitors across all channels, and engages in 1.5 billion conversations annually, most of which are automated. PV joins me today to talk about [24]7, what they are up to, utilising AI and intelligent assistants in the deliver and improvement of customer experience, the balance of tech and the human touch in customer experience and his view on achieving the

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00:33:40

Fostering a listening culture is the best way to...

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

2019/12/05

Today’s interview is with Rob Pace, the founder and CEO of HundredX, a technology platform/app that works with major brands such as professional sports teams, Mary Kay and the University of Notre Dame, to provide listening solutions and collect real-time feedback from customers and employees. Rob joins me today to talk about a number of things including customer feedback, HundredX’s research, listening, outcomes and why they use emojis rather than numerical scales?

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00:39:33

The connection between Comic-Con, Escape The Room and...

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

2019/12/05

Today’s interview is with Liz Graham , who is Vice President of Sales and Service at Wayfair, one of the world's largest online destinations for the home. Liz joins me today to talk about a number of things including getting the human and technology balance right when it comes to delivering a great customer experience, innovative recruitment strategies, using predictive analytics and AI to drive proactive service amongst other things.

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00:41:27

Behavioural insights and what is really going on in...

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

2019/12/04

Today’s interview is with Dr. Simon Moore (BSc, PhD, CPsychol), a Chartered business and consumer psychologist who specialises in uncovering emotional and personality influences on behaviour. He is also Management Director of Innovationbubble, a new type of insights agency that, using psychological insights and methodologies, investigates the real reasons that customers behave the way that they do and what brands should be doing about it. Simon joins me today to talk about the role of emotions

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00:20:35

Co-creation, innovation and when you should get your...

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

2019/12/04

Today’s interview is with Professor Jan van den Ende, who is Professor of Management of Technology and Innovation at RSM (Rotterdam School of Management), Erasmus University, Rotterdam. Jan joins me today to talk about a research paper that he and some colleagues recently published and how ignoring customers’ opinions can lead to more successful products.

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00:37:33

Using AI and EQ to build emotional connections with...

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

2019/12/04

Today’s interview is with Joshua Feast, who is the co-founder and CEO of MIT-spinoff Cogito Corp., that has developed artificial intelligence (AI) technology that delivers real-time emotional intelligence feedback for customer service professionals which helps them have better conversations and build stronger rapport with customers. Joshua joins me today to talk about what they are doing, the science and thinking behind the technology, where it is getting applied and the benefits they are

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574 results

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