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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

00:37:06

Understanding a customers context is the key to...

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

2019/12/03

Understanding a customers context is the key to self-service success - Interview with Bill Colleran, President and Chief Executive Officer of AnswerDash, a predictive and artificial intelligence (AI) powered Q&A Saas platform that facilitates customer service for e-commerce businesses thereby reducing support costs and revealing customer needs.

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00:35:13

Customer service and moving from the enterprise to...

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

2019/12/03

Customer service and moving from the enterprise to the flexiprise - Interview with Keith Leimbach, CEO of LiveOps, a leading virtual contact center solutions company for the financial, health care, insurance and retail industries. Keith joins me today to talk about the human and tech balance in customer experience, striking the right balance and maintaining quality standards when you are managing a network of 20,000 virtual agents.

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00:49:41

Marrying self organising teams and customer obsession...

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

2019/12/03

Marrying self organising teams and customer obsession - Interview with Andrew Lawson, Chief Product Officer of Zopa.com, a UK online personal finance peer-to-peer lending company founded in 2005. Andrew joins me today to talk about customer service, customer obsession, what it means to them and the shift to self-organising teams that they have recently undertaken.

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00:26:35

Heroes and the craft of customer support - Interview...

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

2019/12/03

Heroes and the craft of customer support - Interview with Nick Francis, CEO and co-founder of HelpScout, a Saas software company that provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals. Nick joins me today to talk about the ‘craft’ of customer support, making support and contact centre agents heroes and their latest Customer Support Survey.

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00:36:16

Overcoming the barriers to delivering an excellent...

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

2019/12/03

Overcoming the barriers to delivering an excellent citizen experience - Interview with Ryan Hollenbeck and David Moody from Verint Systems, a global technology firm that provides Actionable Intelligence® solutions, to both public and private sector organisations, with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. David and Ryan join me today to talk about citizen experience, overcoming barriers to implementing successful digital strategies,

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00:35:15

Eliminate blindspots and build engagement by getting...

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

2019/12/03

Eliminate blindspots and build engagement by getting to know your company better - Interview with Claire Lew, CEO of Know Your Company, a software tool that helps business owners get to know their employees better and overcome company growing pains.

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00:42:08

The meaning of personalised customer experience -...

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

2019/12/03

The meaning of personalised customer experience - Interview with Jamf, Paycor and Qumulo. Today’s interview is a little different and is the first time that we have tried to conduct a roundtable style interview on the podcast. My guests today are: Sam Johnson, VP of customer service at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices, Mark Wilson, Senior director of customer transformation at Paycor, a provider of

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00:38:02

You don’t want to design a customer experience that...

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

2019/12/03

You don’t want to design a customer experience that is akin to getting in the cockpit of an F16 - Interview with Eric Hansen, founder and Chief Technology Officer of SiteSpect, a leading software platform that offers optimization, testing, targeting, and personalization solutions that allows businesses to create superior customer experiences.

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00:45:25

Delivering a great customer experience is not really...

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

2019/12/03

Delivering a great customer experience is not really a technology challenge any more - Interview with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer.

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00:32:13

The best marketing doesn't feel like marketing -...

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

2019/12/03

The best marketing doesn't feel like marketing - Interview with Tom Fishburne, the Founder & CEO of Marketoonist, a cartoon studio focused on content marketing. He’s also a very popular cartoon blogger and has just published a new book called: Your Ad Ignored Here: Cartoons from 15 Years of Marketing, Business, and Doodling in Meetings.

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00:51:46

Creating a culture that stands for something and...

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

2019/12/03

Creating a culture that stands for something and stands out - Interview with Tim Deeson, the founder of the digital agency Deeson, a leading European multidisciplinary digital transformation agency. Tim joins me today to talk about self-organising teams, what they’ve done, what they learnt along the way, what impact it has had on them and their clients and what advice he would give to other leaders thinking about their organisational structure and how it needs to change to bring out the best in

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00:39:21

The uniqueness in everyone is the largest asset you...

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

2019/12/03

The uniqueness in everyone is the largest asset you have in customer experience - Interview with Sam Johnson, VP of customer experience at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices. Sam joins me today to talk about the idea that despite the fact that Jamf is a ‘tech’ focused company, most of the people that they hire don’t have tech backgrounds, why they taken that approach, how it came about, what the benefits have been and

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00:39:19

The Future Of Work, Workforce Experience and Being...

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

2019/12/03

The Future Of Work, Workforce Experience and Being Digital - Interview with Erica Volini, who is the US Human Capital leader for Deloitte Consulting. Erica joins me today to talk about the Future Of Work, the implications for organisations, organisational transformation, Digital DNA and how the employee experience fits into all of this.

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00:39:14

ArnauddeLacosteAThe more you invest in technology the...

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

2019/12/03

The more you invest in technology the more you have to invest in human beings - Interview with Arnaud de Lacoste Chief Marketing Officer of Sitel and Founding Partner of Group Acticall, a world leading provider of customer experience management & business process outsourcing solutions. Arnaud joins me today to talk about data, big and small, causation and correlation, the use of AI, the impact on insight and what brands should be doing to better connect with their customers.

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00:32:46

Corporate Rebels and their bucket list show how to...

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

2019/12/03

Corporate Rebels and their bucket list show how to create inspiring workplaces - Interview with Pim de MorreeCo-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about Corporate Rebels, their quest to make work more fun, their Bucket List and what they have learned so far. This interview follows on from my recent interview – The more you invest in technology the more you have to invest in human beings – Interview with Arnaud de Lacoste – and

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00:42:40

Public Enemy and getting practical with AI in the...

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

2019/12/03

Public Enemy and getting practical with AI in the contact centre - Interview with Mikhail Naumov, Co-Founder & President of DigitalGenius, a venture backed artificial intelligence (AI) company based in San Francisco & London. Digital Genius is focused on eliminating the mindless work customer service teams often have to deal with on a day to day basis so that they can focus on complex issues that technology, like a bot can't handle. Mikhail has also just published a book: AI Is My

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00:24:21

Brands can create a better customer experience by...

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

2019/12/03

Brands can create a better customer experience by being purpose driven - Interview with Alicia Tillman, the new global Chief Marketing Officer (CMO) of SAP, the world’s largest provider of enterprise application software. Alicia joins me today to talk purpose and how brands can create a better customer experience by being a purpose driven brand.

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00:26:40

The future of customer experience and how digital...

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

2019/12/03

The future of customer experience and how digital transformation is as much a human problem as it is a technology problem - Interview with Brian Solis, Principal Analyst and Futurist at Altimeter, a Prophet Company. Prophet is a consultancy that helps clients find better ways to grow by creating relevant brands and customer experiences, driving accelerated growth strategies and leveraging digital as a transformative force. Brian joins me today to talk about the state of customer experience,

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00:46:34

Getting live chat right is much more than a software...

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

2019/12/03

Getting live chat right is much more than a software sale - Interview with Jamie Edwards of Kayako, co-founder and COO of Kayako, an omni-channel customer service platform that their customers use to talk to and support their customers. Jamie joins me today to talk about some recent research that they have conducted on the uses and successes of live chat software, what are companies getting right and what are they getting wrong and what customer service leaders should be fixing or doing

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00:52:14

Fairness For All, workplace happiness and an inside...

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

2019/12/03

Fairness For All, workplace happiness and an inside look at the John Lewis Partnership - Interview with Lord Mark Price, former Managing Director of Waitrose and Deputy Chairman of The John Lewis Partnership and author of Fairness For All (the first book to explore the unique and much admired model of the John Lewis Partnership).

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