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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

00:48:19

9 Trends shaping the future of marketing and CX in...

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

2019/11/24

9 Trends shaping the future of marketing and CX in 2019 - Interview with Jeremy Korst, President of GBH Insights, a leading marketing strategy, consumer behavior and analytics consultancy. Jeremy joins me today to talk about 9 trends shaping the future of marketing and CX in 2019 and what we should be doing about them or thinking about in relation to them. This interview follows on from my recent interview – What The Great Escape can teach us about Future Fit leadership – Interview with Mike

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00:39:09

Going from good to great in customer experience -...

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

2019/11/24

Going from good to great in customer experience - Interview with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach

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00:33:39

Playing the customer experience game to win -...

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

2019/11/24

Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, the game, why play is so important in business and how and why we should put more play and fun into everything we do.

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00:45:35

Building your positivity muscle and the impact it can...

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

2019/11/24

Building your positivity muscle and the impact it can have on customer experience - Interview with Matt Prowse, Customer Enablement Director at Insurance Australia Group (IAG). Matt joins me today to talk positivity, why we should add a little more of it into our own organisations, what they have done to with their ‘With Thanks’ programme amongst other initiatives, how they got senior executives talking to customers and the impact all of this has had on IAG.

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00:44:43

What more empathy in business and artificial...

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

2019/11/24

What more empathy in business and artificial intelligence (AI) will look like - Interview with Minter Dial, keynote speaker and consultant on branding, new tech and digital transformation for blue chip companies, conferences and events around the world. Minter joins me today to talk about his new book: Heartificial Empathy, Putting Heart into Business and Artificial Intelligence, why the development of empathy is becoming so important, how we can develop it not only within ourselves but also

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00:29:56

The six core elements of ROCKSTAR customer experience...

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

2019/11/24

The six core elements of ROCKSTAR customer experience - Interview with James Dodkins, founder of ROCKSTAR CX, speaker, accidental #1 best selling author and host of ‘This Week In CX.’ James joins me today to talk about the work that he does, what is going wrong with many customer experience transformation programmes and the 6 core elements of really good customer experience.

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00:36:46

Analytics isn't something you buy, it is something...

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

2019/11/16

Analytics isn't something you buy, it is something that you do - Interview with Larry Skowronek, Vice President Product Management and Product Marketing at NICE, a worldwide leading provider of software solutions enabling organizations to improve customer experience, ensure compliance, fight financial crime, and safeguard people and assets. Larry joins me today to talk analytics and about some new technology that they have developed that can monitor interactions & provide a holistic view of

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00:30:27

Most businesses would be shocked to see the...

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

2019/11/16

Most businesses would be shocked to see the experience they are inflicting on their customers - Interview with David Cancel, serial entrepreneur and co-founder & CEO, Drift. He’s also the author of a new book called: Conversational Marketing: How the World's Fastest Growing Companies Use Chatbots to Generate Leads 24/7/365 (and How You Can Too). David joins me today to talk about Drift, the book, why marketing and sales are broken, what conversational marketing and what companies should be

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00:40:03

What's stopping you from doing the best work of your...

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

2019/11/16

What's stopping you from doing the best work of your life? - Interview with Aaron Dignan, founder of The Ready, an organization design and transformation firm, and author of a new book: Brave New Work: Are You Ready to Reinvent Your Organization? Aaron joins me today to talk about the book, the core problem it is trying to address, the idea of organisational debt, what’s stopping you from doing the best work of your life and some of the biggest problems they have faced in helping firms

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00:38:10

Research insights into gathering effective feedback,...

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

2019/11/15

Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact centre industries. Steve joins me today to talk about gathering feedback, what CX metrics senior management consider the most important, the role of automation in CX and generational differences around CX amongst other things.

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00:47:16

Our people first, customers second approach drives...

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

2019/11/09

Our people first, customers second approach drives our growth - Interview with Tom van der Lubbe, the Co-Founder of Viisi NV, a Dutch financial services company that offers customized mortgage advice and solutions. Tom joins me today to talk about holocracy, decentralized decision-making, culture, radical transparency, only having one rule, rotating leadership and the impact of all of this on their clients experience.

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00:42:02

Only 20 percent of support teams provide self service...

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

2019/11/07

Only 20 percent of support teams provide self service and other customer experience trends - Interview with Jeff Titterton CMO of Zendesk. Jeff joins me today to talk about the new Zendesk Customer Experience Trends Report 2019, the main findings of the report, what’s driving the widening gap between what customers expect and what companies can deliver and what can companies do to close the gap.

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01:07:34

Understanding friction and reward in customer...

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

2019/11/03

Understanding friction and reward in customer experience - Interview with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus reward. Richard and Rocky join me today to talk about Richard’s new book: Friction/Reward: Be your customer's first choice, the work that they are doing at Uncrowd and why we should pay attention, particularly when it comes to creating a better customer experience.

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00:22:00

CEOs have to come to accept that CX is their...

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

2019/11/03

CEOs have to come to accept that CX is their responsibility - Interview with Jeanne Bliss, the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer and joins me today on the podcast for something different. Rather than conducting a straight up interview, we rummage around some of the big issues and challenges in customer

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00:44:36

Agatha, NLU and turning customer support agents into...

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

2019/11/03

Agatha, NLU and turning customer support agents into geniuses - Interview with Deon Nicholas , Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how

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00:38:14

You can't transform something you don't understand -...

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

2019/11/03

You can't transform something you don't understand - Interview with Annette Franz, founder and CEO of CX Journey Inc and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience.

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00:45:54

Audio is an overlooked dimension of the customer...

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

2019/11/03

Audio is an overlooked dimension of the customer experience - Interview with Jeff Yasuda, the CEO and co-founder of Feed.fm (Music as a Service), which helps game developers, content publishers, and e-commerce retailers increase customer engagement, retention, and conversions by incorporating popular music into their environments-- at the lowest possible cost. Jeff joins me today stop talk about Feed.fm, the impact of music on customer experience and what others can learn from their

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00:39:17

Taziki's is closing the disability employment gap and...

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

2019/11/03

Taziki's is closing the disability employment gap and enriching their customer and employee experience at the same time - Interview with Dan Simpson, CEO of Taziki's Mediterranean Café, which is a fast casual chain of franchised restaurants based in Birmingham, Alabama that purveys Greek and Mediterranean cuisine such as gyros, sandwiches, soups, and salads. Dan joins me today to talk about Tazikis and eudaimonia, what it is, how they bring it to life, bringing hope and joy to others and what

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00:32:45

If you want to improve your B2B customer experience,...

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

2019/11/03

If you want to improve your B2B customer experience, manage customer distress - Interview with Robert C. Johnson, the co-founder and CEO of TeamSupport.com, a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Robert joins me today to talk about the difference between B2B and B2C customer experience, the Customer Distress Index (CDI) and what B2B companies should

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00:39:33

The Commonwealth of Self Interest and customer...

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

2019/11/03

The Commonwealth of Self Interest and customer engagement - Interview with Paul Greenberg, best-selling author and founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services. He is often called the “Godfather of CRM” and joins us today to talk about his new book: The Commonwealth of Self Interest: Business Success Through Customer Engagement, what engagement really is, the challenge and what we should be doing to improve how we serve

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