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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

00:52:44

Brands don't need more feedback or survey data to...

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

2023/10/12

Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent guest post that he wrote for my site called “Obituary: The Survey (1920s – 2023)” [It caused a bit of stir on LinkedIn], where we are at re surveys, VoC, data and insight, why companies don’t necessarily need more insight or customer feedback data and what they should be doing instead. This interview follows on from my recent

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00:40:09

When we talk about attention, we're actually talking...

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

2023/10/03

Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the Attention Economy, what drives attention (engagement), what brands should be doing in order to be able to deliver a more thoughtful, empathetic and inclusive experience and what are the implications for experience and digital professionals and leaders. This interview follows on from my recent interview – CX in the age of AI: A leading outsourcer’s

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01:02:49

CX in the age of AI: A leading outsourcer's...

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

2023/09/27

Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a global provider of applications, enterprise learning, customer experience and outsourcing services. Cathy and John join me today to talk about how the BPO/outsourcing business has changed over the last 40 years, the current challenges that the space is facing, how things are evolving, what are the tech and talent implications of these developments

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01:05:46

The delusion amongst customer service and experience...

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

2023/09/19

Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that is designed to help companies visualize and navigate processes. We talk about two delusions that exist in the service space, particularly at the VP level, why followed procedures reduce AHT, how customer service can often be the dumpster fire of the company, and how text-based knowledge bases tend only to have a 3-year

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00:38:10

The autonomous enterprise is like a North Star vision...

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

2023/08/25

Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip to Pegaworld iNspire held in Las Vegas. The first interview is with Kerim Akgonul, the Chief Product Officer at Pega. This is swiftly followed by a chat with Dr Peter Van Der Putten, who is assistant professor of AI at Leiden University in The Netherlands and Director of the AI Lab at Pega. I talk to them both about their highlights from the event and

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01:13:07

Revisiting the Big Ass Fans story and what happened...

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

2023/08/19

Today’s interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast back in October 2014, where along with his colleague Dave Waltz, they shared with me the story of how their customer service strategy was central to growing the Big Ass Fans business five-fold over a five year period. That was nine years ago! Nine years! So, I thought it would be great to invite Carey back onto the podcast to find out what happened

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00:59:38

New shoes, a surprising but delightful musical...

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

2023/08/10

Today’s interview is a bit different as it features two, separate interviews in one episode. It's a two-fer! These interviews were conducted on a recent trip to Pegaworld iNspire held in Las Vegas. The first interview is with James Dodkins, who is the CX Evangelist at Pega. This is swiftly followed by a chat with Tara DeZao, Director of Product Marketing, AdTech and MarTech at Pega. I talk to them both about their highlights from the event and what’s top of mind for them in the service and

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00:44:11

Taking an employee-centric approach has allowed us to...

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

2023/08/01

Today’s interview is with Jose Herrera, CEO and Co-Founder of Horatio CX, a next generation CX outsourcing firm and the trusted partner of some of the leading and fastest growing ecommerce companies. Jose joins me today to talk about maintaining a human connection when everyone else seems to be talking about how customer service needs to be led by robots, taking an employee-centric approach, achieving an industry-leading attrition rate of only 5% and building a truly inclusive culture. This

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00:17:19

Our transformation journey and unleashing the power...

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

2023/07/24

Today’s interview is with Shelia Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial protection to millions of policyholders and customers through its subsidiaries in the U.S. and Japan. I met Shelia as part of a recent trip to Pegaworld iNspire held in Las Vegas. Shelia delivered one of the keynotes on the main stage and was talking about Aflac's journey and how they have unleashed the power of Pega AI and automation. After her

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00:53:23

The messy middle of customer service revisited -...

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

2023/07/14

Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. Michael joins me today to revisit the idea of the messy middle of customer experience, what's happened since we last spoke about this around 2 1/2 years ago, what companies are doing to clean up their messy middles, the role AI and process mining plays in that, how generative AI is helping with this sort of

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00:30:56

The pragmatic approach to transforming customer...

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

2023/07/05

Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit union serving the world’s leading technology-oriented companies and their employees. I met Mike as part of a recent trip to Pegaworld iNspire held in Las Vegas. Mike was talking at one of the break-out sessions, and his topic was The Pragmatic Approach to Transforming Customer Service. I couldn’t resist that title and thought Mike’s

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00:55:20

Purposefully designed experiences don't happen by...

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

2023/06/26

Today’s interview is with Deborah (Deb) Battaglia, Senior Vice President, Customer Experience at Assurant, Inc, a global B2B2C Fortune 300 company that provides risk management and insurance products to leading automotive, housing, and mobile technology companies. Deb joins me today to talk about the ‘why’ & vision for their transformation, how long the programme has been running, what they have achieved in terms of outcomes, how the pandemic impacted things, the outlook for the future and

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00:58:06

Developing empathy within ourselves and the machines...

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

2023/06/18

Today’s interview is with Minter Dial, an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Back in February 2019, Minter joined me on the podcast to talk about his book: Heartificial Empathy. Now, so much has happened since then that he felt compelled to update the book and is back to talk to me about why he felt the need to update the book, what’s changed, why the development of empathy is still important, how we can develop it

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00:50:50

Why you should be adopting an Experience Mindset -...

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

2023/06/06

Today’s interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Tiffani joins me today to talk about her new book: The Experience Mindset: Changing the Way You Think About Growth, what is an Experience Mindset, what’s the best way to adopt one, why it’s important to take a combined customer and employee experience approach, the research that accompanied the development of the book and what’s

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00:51:53

Customer experience (CX) leaders will become the...

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

2023/05/30

Today’s interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk about how the conventional customer experience playbook is outdated, why brands should be talking to their customers more as they grow (not less), a view on the future of customer experience, what service and support teams will do in the future and how CX leaders are likely to be the quarterbacks of the future. This interview follows on from my recent

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00:55:59

There’s no point having a fast bike, if you don’t...

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

2023/05/19

Today’s interview is with Jerry Haywood, who is the Chief Executive Officer at boost.ai, a leading provider of conversational AI for enterprises. Jerry joins me today to talk about if ChatGPT has become the fastest proprietary eponym or generic trademark in history, why chat-first customer service strategy is the future of the customer experience and how those interfaces will not just be text based, how recent and future advancements from ChatGPT, Bard, Ernie, and ANOther LLMs will change

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00:43:12

PegaWorld iNspire: Towards the autonomous enterprise...

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

2023/05/11

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the upcoming PegaWorld iNspire, how excited Don feels about being back face-to-face again after four years, celebrating Pega's 40th anniversary and 40 years of innovation, the autonomous enterprise, what that means and what it requires as well as generative AI and where he thinks it’s likely to have the most impact in the near term. This

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00:54:58

The promise of generative AI in customer care and the...

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

2023/05/03

Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP. Ryan joins me today to talk about his experience over the last 20 years in the language technology space (AI: NLP, ML, LLMs), recent developments in the generative AI space, the challenges that enterprises face in embracing and leveraging this technology and how ASAPP is advancing AI to augment human activity to address real-world problems for enterprises, particularly in the area of customer care. This interview follows on

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01:03:50

Well-being and the changing nature of management and...

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

2023/04/24

Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, their focus on agent/partner well-being, particularly in the face of turnover, attrition and burnout and changing working arrangements, the implementation of well-being time outs, the changing nature of management and leadership, especially in the customer care environment, a quote from Martin Hill Wilson and Kicker shoes no less. This

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00:42:33

The connection between flight simulators, agent...

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

2023/04/14

Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins me today to talk about agent turnover and attrition and how much of that is driven by the level of training, preparation and support that agents receive and how they are leveraging AI and simulation training to help solve this perennial problem and improve outcomes for both customers and employees. This interview

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552 results

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