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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

00:35:31

Given the choice 75 percent of customers would prefer...

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

2019/11/03

Given the choice 75 percent of customers would prefer to use messaging channels for service - Interview with Joshua March, Founder and Board Director of Conversocial, a digital care platform for social messaging, and also author of Message Me, a book about the future of customer service in the era of social messaging and artificial intelligence. Joshua joins me today to talk about some recent research that Conversocial just released, the overall state of digital customer care, what the future

en

00:30:08

Real competitive advantage in customer experience...

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

2019/11/03

Real competitive advantage in customer experience comes from understanding customers and what drives them away - Interview with David Avrin, a keynote speaker, an author, a consultant and also CEO of Visibility International. David joins me today to talk about his new book: Why Customers Leave (and How to Win Them Back), what it’s about, what we can learn from it and what we should be doing differently to improve customer service and experience.

en

00:35:53

Gender and diversity imbalances will impact your...

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

2019/11/03

Gender and diversity imbalances will impact your ability to connect with and serve your customers - Interview with Adriana Gascoigne, founder and CEO of Girls in Tech, a San Francisco-based non-profit organization devoted to empowering, educating and engaging women in the tech industry across 43 chapters in 32 countries. Adriana joins me today to talk about Girls In Tech, her new book: Tech Boss Lady: How to Start-Up, Disrupt, and Thrive as a Female Founder and the impact that gender and

en

00:42:49

A lack of executive desire and recognition is holding...

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

2019/11/03

A lack of executive desire and recognition is holding back customer 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 their new research into the state of customer service, what we can learn from it, what the future holds and what we should be focusing on if we are to deliver a great customer experience.

en

00:37:29

How using a network of experts can dramatically...

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

2019/11/03

How using a network of experts can dramatically improve customer service automation - Interview with Antony Brydon, CEO and co-founder of Directly, a leader in customer support automation that works with enterprise companies to launch and train virtual agents that double their automation rate. Antony joins me today to talk about asynchronous messaging, conversational interfaces, AI and expert networks.

en

00:32:04

How your procurement team is impacting both your...

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

2019/11/03

How your procurement team is impacting both your employee and customer experience - Interview with Todd Olson of Pendo who is co-founder and CEO of Pendo, a product experience platform that helps product teams create software customers love. Todd joins me today to talk about software product experience and how it impacts both the employee and customer experience.

en

00:28:37

Becoming more empathetic can be hard. Pega's new...

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

2019/11/03

Becoming more empathetic can be hard. Pega's new AI-powered Customer Empathy Advisor aims to help - Interview with Rob Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about his keynote presentation, Pega’s upcoming Customer Empathy Advisor, what empathy is and the value of being more empathetic in customer experience.

en

00:19:28

The good, the bad and the ugly of customer service -...

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

2019/11/03

Today’s interview is with Tom Libretto, Senior Vice President and Chief Marketing Officer at Pega. I caught up with Tom at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about Pega’s recent research report: 2019 global customer service insights: The good, the bad, and the ugly, what they found out and what lessons organisations should be learning and what they should be doing differently.

en

00:21:20

C+/B- is the grade the customer experience industry...

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

2019/11/03

C+/B- is the grade the customer experience industry currently deserves - Interview with Bruce Temkin, Head of the Qualtrics XM Institute. He joins me today to talk about his view on the current state of the customer experience industry, what it needs to focus on next, being acquired (twice in a few months) and what’s coming up next for him and the XM Institute.

en

00:37:24

The removal of friction represents a huge opportunity...

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

2019/11/03

The removal of friction represents a huge opportunity for customer experience - Interview with Roger Dooley who is a a speaker and author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, the popular blog Neuromarketing, and Brainy Marketing at Forbes. He joins me today to talk about his new book: FRICTION―The Untapped Force That Can Be Your Most Powerful Advantage, what friction is, how it affects us and what to do about it when it comes to customer experience.

en

01:26:02

Behavioural economics, alchemy, customer experience...

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

2019/11/03

Behavioural economics, alchemy, customer experience and the power of ideas that don't make sense - Interview with Rory Sutherland, Vice Chairman of Ogilvy in the UK and author of a new book: Alchemy: The Surprising Power of Ideas That Don't Make Sense. Rory joins me today to talk about his new book, behavioural economics and what we can all do to uncover stand out ideas that don’t make sense.

en

00:28:12

Everyone in an organisation should be a loyalty...

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

2019/11/03

Everyone in an organisation should be a loyalty leader - Interview with Sandy Rogers of FranklinCovey, the co-author of new book: Leading Loyalty: Cracking the Code to Customer Devotion and the leader of FranklinCovey's Loyalty Practice. Sandy joins me today to talk about the new book, how leading companies develop loyalty (Spoiler alert: it’s not about a loyalty programmes), what they do to get in the way of loyalty and how they can put themselves on the right path.

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00:41:12

How many exposure hours have you had with your...

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

2019/11/03

How many exposure hours have you had with your customers over the last few months? - Interview with Andy MacMillan, CEO of UserTesting who joins me today to talk about their new research report: The Rise of the Experience Economy - The 2019 CX Industry Report, the work that they do, what the best brands do to understand their clients and what leaders and professionals in the CX space should be doing more of.

en

00:36:58

New tech at work and improving the employee...

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

2019/11/03

New tech at work and improving the employee experience - How to get it right - Interview with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC’s U.S. Board. Carrie joins me today to talk about PwC’s new Tech at work and employee experience research report, the main findings, what they mean and what leaders should be doing about them.

en

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