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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

00:29:31

Non-obvious trends and what they mean for customer...

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

2019/12/04

Non-obvious trends and what they mean for customer experience - Interview with Rohit Bhargava, who is a trend curator, author of five best selling books (including the Wall Street Journal bestseller "Non-Obvious") and founder of the Influential Marketing Group (IMG).

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00:31:21

Creating a customer obsessed culture and going from...

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

2019/12/04

Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize's transformation and what it takes to turn an Net Promoter score (NPS) of - 4 into a score of +80 in roughly 730 days.

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00:42:01

Building a culture of good engages customers,...

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

2019/12/04

Building a culture of good engages customers, employees and drives business results - Interview with Ryan McCarty and Scott Moorehead, founders of Culture of Good and the authors of a new book: Build a Culture of Good.

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00:38:06

Insights from inside some of the world's highest...

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

2019/12/04

Insights from inside some of the world's highest performing organisations - Interview with Brian MacNeice, co-author of Powerhouse: Insider accounts into the world’s top high-performance organizations.

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00:28:58

The power of social recognition in employee...

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

2019/12/04

The power of social recognition in employee engagement - Interview with Ketti Salemme of TINYpulse, an employee engagement platform that combines pulse surveys, peer recognition, and performance reviews.

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00:38:01

Bringing together disparate data sources is key to...

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

2019/12/04

Bringing together disparate data sources is key to creating stand out customer experiences - Interview with Dave O'Flanagan of Boxever

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00:57:44

An agile manifesto for customer success - Interview...

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

2019/12/04

An agile manifesto for customer success - Interview with Todd Eby of Success Hacker

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00:44:44

Understanding consumer behaviour by going to the...

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

2019/12/04

Understanding consumer behaviour by going to the gemba - Interview with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia and the author of one of THE books, if not THE original book, on consumer behaviour.

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00:27:53

How D.O.M.O.R.E. will help you deliver an outstanding...

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

2019/12/04

How D.O.M.O.R.E. will help you deliver an outstanding customer experience - Interview with Blake Morgan about her new book: More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences.

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00:34:01

Focus on the right things to drive your own customer...

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

2019/12/04

Focus on the right things to drive your own customer experience revolution - Interview with Susan Ganeshan of Clarabridge

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00:23:23

The ROI of investing in employee experience -...

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

2019/12/04

The ROI of investing in employee experience - Interview with Jacob Morgan about his new book: The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces They Want, the Tools They Need, and a Culture They Can Celebrate

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00:36:02

Trust, lean data and the rising importance of purpose...

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

2019/12/04

Trust, lean data and the rising importance of purpose as a customer preference - Interview with Jascha Kaykas-Wolff, Chief Marketing Officer at Mozilla.

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00:29:38

Purpose and why it is important to employees and...

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

2019/12/04

Purpose and why it is important to employees and customers - Interview with Stan Phelps about his new book: Red Goldfish: Motivating Sales and Loyalty Through Shared Passion and Purpose.

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00:19:36

The most successful companies start by improving one...

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

2019/12/04

The most successful companies start by improving one customer journey at a time - Interview with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems.

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00:31:11

Great service and why Basecamp only focuses on a...

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

2019/12/04

Great service and why Basecamp only focuses on a couple of channels - Interview with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software. We talk about Basecamp’s CEO Jason Fried assuming personal responsibility for all customer refunds, what that means in practice, what it’s like to work at Basecamp, what customer service means for them, particularly when they have approx 50 people in 30 different cities around the world and

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00:32:59

Aligning the organisation around three key journeys...

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

2019/12/04

Aligning the organisation around three key journeys and why passenger experience equals employee experience - Interview with Mattijs ten Brink of Transavia

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00:22:59

Opaque and transparent AI and the ethical...

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

2019/12/04

Opaque and transparent AI and the ethical implications for customer experience - Interview with Rob Walker, Vice President, Decision Management and Analytics at Pegasystems.

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00:33:13

Customer experience, personalisation and how not to...

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

2019/12/04

Customer experience, personalisation and how not to be creepy - Interview with Tara Kelly, President & CEO of SPLICE Software, who are helping retailers, insurance companies, and banks optimize customer communications through the marriage of patent-pending human voice software, and personalized automated messaging systems.

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00:36:55

How to rapidly scale and still maintain the highest...

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

2019/12/04

How to rapidly scale and still maintain the highest customer service standards - Interview with Ed Ariel, VP of Customer Service at ezCater, the only US-wide marketplace for corporate catering.

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00:22:48

Big data and technology is undermining our ability to...

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

2019/12/03

Big data and technology is undermining our ability to develop our own hunches - Interview with Bernadette Jiwa, author of a new book: Hunch: Turn Your Everyday Insights into the Next Big Thing.

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574 results

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