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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

00:37:08

The Age Of Agile and why agile is more than a tool or...

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

2019/12/03

The Age Of Agile and why agile is more than a tool or method - Interview with Steve Denning, who describes himself as a writer, author, journalist and a renaissance man. He is very modest so I have included a more detailed bio for him below. As well as being a fellow Forbes contributor, he has just published a new book called The Age of Agile: How Smart Companies Are Transforming the Way Work Gets Done and joins me to day to talk about the new book, the imperative behind it and what leaders and

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00:33:22

Ethics, technology and the impact of our decisions on...

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

2019/12/03

Ethics, technology and the impact of our decisions on customers and employees - Interview with Cennydd Bowles, a designer and writer focusing on the ethics of emerging technologies. Cennydd joins me today to talk about ethics, technology, emerging technology, design and the impact of the decisions we make on customers and employees.

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00:33:10

Customer success needs to be the responsibility of...

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

2019/12/03

Customer success needs to be the responsibility of the entire organisation - Interview with Fred Shilmover, the CEO and co-founder of InsightSquared, a provider of sales intelligence solutions for high-growth technology companies. Fred joins me today to talk about InsightSquared and their journey with implementing a customer success programme and how and why they changed it.

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00:36:58

Putting Dan Pink's Mastery, Autonomy & Purpose into...

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

2019/12/03

A story of putting Dan Pink's Mastery, Autonomy & Purpose into practice - Interview with Jeremiah Smith, President and CEO of SimpleTiger, a boutique digital marketing agency that specializes in SEO for entrepreneurs and software as a service firms. Jeremiah joins me today to talk about management styles and SimpleTiger’s discovery of Dan Pink’s three elements of motivation (autonomy, mastery, and purpose) and how they have developed a management system/approach that puts these three into

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00:45:12

Doing good and the Brand Citizenship continuum -...

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

2019/12/03

Today’s interview is with Anne Bahr Thompson, pioneer of the Brand Citizenship movement, founder of OneSixtyFourth and author of a new book: DO GOOD: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Anne joins me today to talk about brand citizenship, her research, her new book and the power of aligning purpose, profit and doing good in business.

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00:35:02

Pathfinder customers and employees are demanding more...

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

2019/12/03

Today’s interview is with Katherine LaVelle, Managing Director and North America Lead for Talent & Organization at Accenture Strategy. Katherine joins me today to talk about a new piece of research (New Rules for Engagement) which is based on interviews with 200 C-suite executives and a survey of more than 11,000 employees and consumers globally and explores the hypothesis that proactively reskilling the C-Suite can lead to both personal and bottom line benefits. This interview follows

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00:37:18

The role of voice in the future of customer...

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

2019/11/26

The role of voice in the future of customer experience - Interview with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that allows marketers to drive, track and automate inbound calls for better leads, greater marketing insight, and more customers. Gregg joins me today to talk about a recent report they have released, the impact of voice assistants on customer experience and the role of both intelligent voice assistants and the contact centre in the future of customer

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00:55:44

A tool to help us make better decisions and improve...

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

2019/11/26

A tool to help us make better decisions and improve business, customer and employee outcomes - Interview with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about his new book: The Grid: The Decision-making Tool for Every Business (Including Yours), why he wrote it, what problem it solves and what we can learn from it.

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00:47:08

An honest and open discussion about how and why we...

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

2019/11/26

An honest and open discussion about how and why we evolved our approach to customer success - Interview with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it.

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00:41:18

Engagement, why do we do what we do and why does it...

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

2019/11/26

Engagement, why do we do what we do and why does it matter to our customers - Interview with Scott Gould, an engagement advisor, speaker and author of the recent book: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities. Scott joins me to talk about his new book, what engagement is and what it isn’t, what most organisations get wrong when it comes to engagment, what we can learn from his book and how we can put it into practice so we

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00:44:59

Striving for excellence has never been more important...

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

2019/11/26

Striving for excellence has never been more important - Interview with Tom Peters, author of numerous business books (18 in total) and speaker. He joins me to talk about his latest book: The Excellence Dividend: Meeting the Tech Tide with Work That Wows and Jobs That Last, what companies should be focusing on in the face of rapidly evolving technology, why striving for excellence is more important than ever, what that means and how we can put excellence at the heart of everything we do.

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00:36:43

You don’t need more than 3 or 4 quality data points...

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

2019/11/26

You don’t need more than 3 or 4 quality data points to deliver a personalised customer experience - Interview with Jonathan Lacoste and Ben Cockerell of Jebbit, the creator of the world’s first declared data platform. Jebbit are focused on doing two things: One, giving customers back control of the data that they share around their motivations, interests and buying intentions and, two, helping brands connect with these customers through the creation of visually appealing, mobile content

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00:34:19

Global human capital trends and the rise of the...

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

2019/11/26

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and the Human Capital practice’s Digital leader. He joins me today to talk about Deloitte’s newly released annual Global Human Capital Trends Report (2018), some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience.

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00:39:23

Blitzscaling and delivering customer support for...

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

2019/11/26

Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro - powered by TELUS International, a global and award winning customer experience outsourcer. Brian joins me today to talk about their approach, their clients partners (ahem!) and what they have learned from each other as they have grown together.

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00:37:31

Lidl, disrupting the UK market and striving for...

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

2019/11/26

Lidl, disrupting the UK market and striving for simplicity - Interview with Ronny Gottschlich, the CEO and Founder of Heunadel Retail Advisory and former Managing Director of Lidl UK. Ronny joins me today to talk about disrupting the UK supermarket sector, Lidl’s approach to being able to achieve that and the role and value of simplicity in everything they do.

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00:38:09

The potholes of scaling customer support and service...

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

2019/11/26

The potholes of scaling customer support and service - Interview with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid.

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00:48:14

When it comes to B2B customer experience most firms...

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

2019/11/26

When it comes to B2B customer experience most firms still have a lot of work to do - Interview with Nick Hague, Director and Chairman of B2B International, a leading global B2B market research and consulting specialist, and author of a couple of books. Nick joins me today to talk about his new book that he has co-authored with Paul Hague, his father: B2B Customer Experience: A Practical Guide to Delivering Exceptional CX, how it came about and what we can learn from it.

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00:32:48

Every great business has a backstory that drives and...

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

2019/11/26

Every great business has a backstory that drives and compels the work they do - Interview with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of a number of best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Story Driven: You don't need to compete when you know who you are, why stories and why now, a flavour of some of the

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00:39:42

Should you be considering using blockchain for your...

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

2019/11/26

Should you be considering using blockchain for your customer loyalty program? - Interview with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, customer loyalty programmes and why and when you should consider learning more.

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00:25:20

Digital transformation and the pursuit of customer...

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

2019/11/26

Digital transformation and the pursuit of customer centricity: Lessons from the frontline - Interview with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on providing long term care insurance, life insurance, annuity retirement solutions and more. I spoke to Martijn at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about digital transformation, the pursuit of simplicity, customer

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