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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

00:31:24

Getting help is often fraught with friction. It...

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

2019/11/26

Getting help is often fraught with friction. It shouldn’t be - Interview with Tom Martin of Glance Networks, an enterprise software company that provides a "visual engagement platform" for their clients that combines cobrowse, agent video, and screen share into a tool for contact centre and customer support agents to help them interact with customers. Tom joins me today to talk about the challenge of providing tech support to your parents over the phone, how their technology works, the use case

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00:24:25

Relevance, personalization and what many firms are...

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

2019/11/26

Relevance, personalization and what many firms are missing when it comes to GDPR - Interview with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Rob at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about customer relevance, personalisation, artificial intelligence, GDPR and what firms should be focusing on in this era of constant

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00:32:32

The finish is just as important as the start of any...

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

2019/11/26

The finish is just as important as the start of any experience - Interview with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have sprung from that.

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00:17:28

Customer engagement, AI and GDPR Article 22 -...

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

2019/11/26

Customer engagement, AI and GDPR Article 22 - Interview with Jeff Nicholson of Pega, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Jeff at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about GDPR, what it means, its impact and reach and what firms should be doing and keeping in mind in this new GDPR era. This is the third of three interviews that I conducted

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00:39:51

Delivering a personalized customer experience the...

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

2019/11/26

Delivering a personalized customer experience the Zappos Way - An interview with Alex Genov, Head of Customer Research for Zappos.com. I spoke to Alex when I was in Las Vegas in June and talked to him about Zappos, personalization, what many folks are getting wrong, what Zappos has learnt with their personalization efforts and where they are headed.

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00:39:36

Applying design thinking to culture change and...

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

2019/11/26

Applying design thinking to culture change and employee experience - Interview with Karen Jaw-Madson, Principal of Co.-Design of Work Experience and author of a new book: Culture Your Culture: Innovating Experiences @Work. Karen joins me today to talk about the book, applying design thinking to the culture change process, the DOWE framework and what leaders and organisations should be doing to create a more innovative culture at work.

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00:40:15

Creating a learning environment that drives better...

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

2019/11/26

Creating a learning environment that drives better sales and customer success outcomes - Interview with Pat Lynch, VP of Enablement Excellence and Innovation at MindTickle, one of the industry's most comprehensive readiness and learning solutions for closing the knowledge and skill gaps found in customer-facing teams. Pat joins me today to talk about learning versus training, the frustrations of Chief Learning Officers, what’s missing from the modern corporate learning environment, what is

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00:43:47

25 behavioural biases and how they influence the...

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

2019/11/26

25 behavioural biases and how they influence the choices our customers make - Interview with Richard Shotton, the Head of Behavioural Science at Manning Gottlieb OMD and the author of the book: The Choice Factory: 25 behavioural biases that influence what we buy. Richard joins me today to talk about his book, a few of the behavioural biases in the book, why we should pay attention to them and how we can utilise them in our businesses.

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00:40:28

Most of customer experience is cleaning and sweeping...

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

2019/11/26

Most of customer experience is cleaning and sweeping - Interview with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and online customer experience. He is about to publish a new book at the end of this month: Top Tasks – A How to Guide, which provides an A to Z look at the Top Tasks methodology that Gerry has developed and has used in around 4-500 organisations around the world over the last 20 years

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00:44:17

A new model of business and leadership is needed:...

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

2019/11/26

A new model of business and leadership is needed: Lessons from one of the UK’s best companies to work for - Interview with Jason Stockwood, Group CEO of Simply Business, the UK’s leading B2B insurance broker and among the Tech Track 100 of the nation’s fastest-growing tech companies. He has also just published a new book: Reboot: A Blueprint for Happy, Human Business in the Digital Age, which aims to counter much of the news that predicts the massively negative effect that Artificial

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00:42:32

Convenience helps you stand out and creates fierce...

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

2019/11/26

Convenience helps you stand out and creates fierce loyalty - Interview with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep joins me today today to talk about his latest book: The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty, why convenience, the dimensions of convenience and how to use it to make a difference to your

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00:41:19

Design is how we treat each other - Interview with...

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

2019/11/26

Design is how we treat each other - Interview with Rie Nørregaard, a Managing Creative Director of SYPartners, a consultancy based in New York and San Francisco. For 20 years, they’ve helped business leaders, teams, and individuals pursue growth and greatness. Rie has recently started a podcast: Designing for Humanity, which aims to explore designing a future that’s made for all of us—and the best in us. They also say that design, at its heart, is an act of service and is the work of solving

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00:35:17

The secrets behind Airbnb's customer experience -...

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

2019/11/25

Today’s interview is with Joseph A. Michelli, a best-selling author, internationally sought-after speaker and organizational consultant. Joseph joins me today to talk about his new book: The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, why he wrote the book, what can we learn from Airbnb and some for the future challenges facing companies trying to deliver a stand out experience.

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00:40:49

How to make your people SUPERENGAGED - Interview with...

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

2019/11/24

How to make your people SUPERENGAGED - Interview with Nikki Gatenby, MD of Propellernet, a multi-award winning Brighton-based digital marketing agency that operates globally and the author a new book: Superengaged: How to transform business performance by putting people and purpose first. She joins us today to talk about the new book and what they have done at Propellernet to produce some astounding commercial and engagement numbers.

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00:28:01

Are you willing to delight the specific? - Interview...

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

2019/11/24

Today’s interview is with Seth Godin, best selling author, teacher and sometime entrepreneur. Seth joins us today to talk about his new book: This Is Marketing: You Can't Be Seen Until You Learn to See and we discuss the book's main thesis, the challenge for marketers, what we need to learn, why it might be hard, why it matters and how we start to apply all of this in our businesses and our work.

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00:45:50

Getting the human and tech balance right in customer...

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

2019/11/24

Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. On the back on my keynote, Julia Ahlfeldt, one of my fellow speakers, asked if she could interview me for her podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity. I said that I’d be delighted to have a chat and thought I’d record it too and release it as part of my

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00:44:16

Is your culture hurricane fit? - Interview with...

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

2019/11/24

Today’s interview is with Jonathan Rowe, Chief Marketing Officer at nCino, a cloud based bank operating system. Jonathan joins me today to talk to me about nCino, the experience of going through the recent Hurricane Florence, what happened, how their customers reacted and why he is so proud of their employees. This interview follows on from my recent interview – Getting the human and tech balance right in customer experience – Interview with Julia Ahlfeldt – and is number 285 in the series

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00:35:14

Leaders should experience what it is like to be one...

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

2019/11/24

Leaders should experience what it is like to be one of their own customers more often - Interview with Shaun Belding who is the CEO of The Belding Group of Companies and the author of 6 books including a new book: The Journey to WOW: The Path to Outstanding Customer Experience and Loyalty. Shaun joins me today to talk about The Journey To Wow, why he wrote it as a story, what we can learn from the trials and tribulations the characters go through and how we can apply that to our

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00:29:26

Becoming a trusted company is an absolute requirement...

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

2019/11/24

Becoming a trusted company is an absolute requirement of a winning strategy - Interview with Christopher Roark, Managing Director at Accenture Strategy. Christopher joins me today to talk about Accenture’s Competitive Agility Index, how a decline in stakeholder trust impacts a company’s financial performance and competitiveness and what companies should do about it.

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00:44:27

What The Great Escape can teach us about Future Fit...

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

2019/11/24

What The Great Escape can teach us about Future Fit leadership - Interview with Mike Perk, Managing Director of WWC, a South African digital transformation advisory firm, that I met at a recent conference in Pretoria. At the conference, Mike described a concept called Future Fit Leadership but he did so in a really engaging way combining World War 2 history and a famous film about the period. As a result, I asked Mike to be a guest on the podcast so he could share this story with you.

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