Punk CX: Customer Experience Insights with Adrian Swinscoe
Episodes
Ethics, technology and the impact of our decisions on customers and employees - Interview with Cennydd Bowles
03 Dec 2019
Contributed by Lukas
Ethics, technology and the impact of our decisions on customers and employees - Interview with Cennydd Bowles, a designer and writer focusing on the e...
Customer success needs to be the responsibility of the entire organisation - Interview with Fred Shilmover
03 Dec 2019
Contributed by Lukas
Customer success needs to be the responsibility of the entire organisation - Interview with Fred Shilmover, the CEO and co-founder of InsightSquared, ...
Putting Dan Pink's Mastery, Autonomy & Purpose into practice - Interview with Jeremiah Smith
03 Dec 2019
Contributed by Lukas
A story of putting Dan Pink's Mastery, Autonomy & Purpose into practice - Interview with Jeremiah Smith, President and CEO of SimpleTiger, a bouti...
Doing good and the Brand Citizenship continuum - Interview with Anne Bahr Thompson
03 Dec 2019
Contributed by Lukas
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...
Pathfinder customers and employees are demanding more of senior leaders - Interview with Katherine LaVelle of Accenture
03 Dec 2019
Contributed by Lukas
Today’s interview is with Katherine LaVelle, Managing Director and North America Lead for Talent & Organization at Accenture Strategy. Katherine...
The role of voice in the future of customer experience - Interview with Gregg Johnson
26 Nov 2019
Contributed by Lukas
The role of voice in the future of customer experience - Interview with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that al...
A tool to help us make better decisions and improve business, customer and employee outcomes - Interview with Matt Watkinson
26 Nov 2019
Contributed by Lukas
A tool to help us make better decisions and improve business, customer and employee outcomes - Interview with Matt Watkinson, consultant and award win...
An honest and open discussion about how and why we evolved our approach to customer success - Interview with Eva Klein of Hubspot
26 Nov 2019
Contributed by Lukas
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 HubS...
Engagement, why do we do what we do and why does it matter to our customers - Interview with Scott Gould
26 Nov 2019
Contributed by Lukas
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...
Striving for excellence has never been more important - Interview with Tom Peters
26 Nov 2019
Contributed by Lukas
Striving for excellence has never been more important - Interview with Tom Peters, author of numerous business books (18 in total) and speaker. He joi...
You don’t need more than 3 or 4 quality data points to deliver a personalised customer experience - Interview with Jebbit
26 Nov 2019
Contributed by Lukas
You don’t need more than 3 or 4 quality data points to deliver a personalised customer experience - Interview with Jonathan Lacoste and Ben Cockerel...
Global human capital trends and the rise of the social enterprise - Interview with Anthony Abbatiello of Deloitte
26 Nov 2019
Contributed by Lukas
Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and the Human Capital practice’s Digital leader. He joins me toda...
Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell - Interview with Brian Hannon of Voxpro
26 Nov 2019
Contributed by Lukas
Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro - powered by TELUS International, a global and award winning customer...
Lidl, disrupting the UK market and striving for simplicity - Interview with Ronny Gottschlich
26 Nov 2019
Contributed by Lukas
Lidl, disrupting the UK market and striving for simplicity - Interview with Ronny Gottschlich, the CEO and Founder of Heunadel Retail Advisory and for...
The potholes of scaling customer support and service - Interview with Michael Redbord of HubSpot
26 Nov 2019
Contributed by Lukas
The potholes of scaling customer support and service - Interview with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology com...
When it comes to B2B customer experience most firms still have a lot of work to do - Interview with Nick Hague of B2B International
26 Nov 2019
Contributed by Lukas
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 Internati...
Every great business has a backstory that drives and compels the work they do - Interview with Bernadette Jiwa
26 Nov 2019
Contributed by Lukas
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 ...
Should you be considering using blockchain for your customer loyalty program? - Interview with Jessica Groopman and Jeremiah Owyang
26 Nov 2019
Contributed by Lukas
Should you be considering using blockchain for your customer loyalty program? - Interview with Jessica Groopman and Jeremiah Owyang, industry analysts...
Digital transformation and the pursuit of customer centricity: Lessons from the frontline - Interview with Martijn Gribnau of Genworth Financial
26 Nov 2019
Contributed by Lukas
Digital transformation and the pursuit of customer centricity: Lessons from the frontline - Interview with Martijn Gribnau, Chief Transformation Offic...
Getting help is often fraught with friction. It shouldn’t be - Interview with Tom Martin of Glance Networks
26 Nov 2019
Contributed by Lukas
Getting help is often fraught with friction. It shouldn’t be - Interview with Tom Martin of Glance Networks, an enterprise software company that pro...
Relevance, personalization and what many firms are missing when it comes to GDPR - Interview with Rob Walker of Pega
26 Nov 2019
Contributed by Lukas
Relevance, personalization and what many firms are missing when it comes to GDPR - Interview with Dr. Rob Walker, Vice President, Decision Management ...
The finish is just as important as the start of any experience - Interview with Pauline Wilson of Virgin Holidays
26 Nov 2019
Contributed by Lukas
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 jo...
Customer engagement, AI and GDPR Article 22 - Interview with Jeff Nicholson of Pega
26 Nov 2019
Contributed by Lukas
Customer engagement, AI and GDPR Article 22 - Interview with Jeff Nicholson of Pega, Vice President, CRM Product Marketing at Pegasystems, a leading p...
Delivering a personalized customer experience the Zappos Way - Interview with Alex Genov of Zappos
26 Nov 2019
Contributed by Lukas
Delivering a personalized customer experience the Zappos Way - An interview with Alex Genov, Head of Customer Research for Zappos.com. I spoke to Alex...
Applying design thinking to culture change and employee experience - Interview with Karen Jaw-Madson
26 Nov 2019
Contributed by Lukas
Applying design thinking to culture change and employee experience - Interview with Karen Jaw-Madson, Principal of Co.-Design of Work Experience and a...
Creating a learning environment that drives better sales and customer success outcomes - Interview with Pat Lynch of MindTickle
26 Nov 2019
Contributed by Lukas
Creating a learning environment that drives better sales and customer success outcomes - Interview with Pat Lynch, VP of Enablement Excellence and Inn...
25 behavioural biases and how they influence the choices our customers make - Interview with Richard Shotton
26 Nov 2019
Contributed by Lukas
25 behavioural biases and how they influence the choices our customers make - Interview with Richard Shotton, the Head of Behavioural Science at Manni...
Most of customer experience is cleaning and sweeping - Interview with Gerry McGovern
26 Nov 2019
Contributed by Lukas
Most of customer experience is cleaning and sweeping - Interview with Gerry McGovern who is the founder and CEO of Customer Carewords and the author o...
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
26 Nov 2019
Contributed by Lukas
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 CE...
Convenience helps you stand out and creates fierce loyalty - Interview with Shep Hyken
26 Nov 2019
Contributed by Lukas
Convenience helps you stand out and creates fierce loyalty - Interview with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations an...
Design is how we treat each other - Interview with Rie Nørregaard
26 Nov 2019
Contributed by Lukas
Design is how we treat each other - Interview with Rie Nørregaard, a Managing Creative Director of SYPartners, a consultancy based in New York and Sa...
The secrets behind Airbnb's customer experience - Interview with Joseph Michelli
25 Nov 2019
Contributed by Lukas
Today’s interview is with Joseph A. Michelli, a best-selling author, internationally sought-after speaker and organizational consultant. Joseph join...
How to make your people SUPERENGAGED - Interview with Nikki Gatenby
24 Nov 2019
Contributed by Lukas
How to make your people SUPERENGAGED - Interview with Nikki Gatenby, MD of Propellernet, a multi-award winning Brighton-based digital marketing agency...
Are you willing to delight the specific? - Interview with Seth Godin about his new book: This Is Marketing
24 Nov 2019
Contributed by Lukas
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 I...
Getting the human and tech balance right in customer experience - Interview with Julia Ahlfeldt
24 Nov 2019
Contributed by Lukas
Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and ...
Is your culture hurricane fit? - Interview with Jonathan Rowe of nCino
24 Nov 2019
Contributed by Lukas
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 m...
Leaders should experience what it is like to be one of their own customers more often - Interview with Shaun Belding
24 Nov 2019
Contributed by Lukas
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 Gro...
Becoming a trusted company is an absolute requirement of a winning strategy - Interview with Christopher Roark of Accenture
24 Nov 2019
Contributed by Lukas
Becoming a trusted company is an absolute requirement of a winning strategy - Interview with Christopher Roark, Managing Director at Accenture Strateg...
What The Great Escape can teach us about Future Fit leadership - Interview with Mike Perk
24 Nov 2019
Contributed by Lukas
What The Great Escape can teach us about Future Fit leadership - Interview with Mike Perk, Managing Director of WWC, a South African digital transform...
9 Trends shaping the future of marketing and CX in 2019 - Interview with Jeremy Korst
24 Nov 2019
Contributed by Lukas
9 Trends shaping the future of marketing and CX in 2019 - Interview with Jeremy Korst, President of GBH Insights, a leading marketing strategy, consum...
Going from good to great in customer experience - Interview with Rachel Haworth of Coventry Building Society
24 Nov 2019
Contributed by Lukas
Going from good to great in customer experience - Interview with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particula...
Playing the customer experience game to win - Interview with Nienke Bloem
24 Nov 2019
Contributed by Lukas
Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today t...
Building your positivity muscle and the impact it can have on customer experience - Interview with Matt Prowse of IAG
24 Nov 2019
Contributed by Lukas
Building your positivity muscle and the impact it can have on customer experience - Interview with Matt Prowse, Customer Enablement Director at Insura...
What more empathy in business and artificial intelligence (AI) will look like - Interview with Minter Dial
24 Nov 2019
Contributed by Lukas
What more empathy in business and artificial intelligence (AI) will look like - Interview with Minter Dial, keynote speaker and consultant on branding...
The six core elements of ROCKSTAR customer experience - Interview with James Dodkins
24 Nov 2019
Contributed by Lukas
The six core elements of ROCKSTAR customer experience - Interview with James Dodkins, founder of ROCKSTAR CX, speaker, accidental #1 best selling auth...
Analytics isn't something you buy, it is something that you do - Interview with Larry Skowronek of NICE
16 Nov 2019
Contributed by Lukas
Analytics isn't something you buy, it is something that you do - Interview with Larry Skowronek, Vice President Product Management and Product Marketi...
Most businesses would be shocked to see the experience they are inflicting on their customers - Interview with David Cancel
16 Nov 2019
Contributed by Lukas
Most businesses would be shocked to see the experience they are inflicting on their customers - Interview with David Cancel, serial entrepreneur and c...
What's stopping you from doing the best work of your life? - Interview with Aaron Dignan
16 Nov 2019
Contributed by Lukas
What's stopping you from doing the best work of your life? - Interview with Aaron Dignan, founder of The Ready, an organization design and transformat...
Research insights into gathering effective feedback, the use of different metrics and generational differences around channel choice - Interview with Steve Morrell of Contact Babel
15 Nov 2019
Contributed by Lukas
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 &am...
Our people first, customers second approach drives our growth - Interview with Tom van der Lubbe of Viisi
09 Nov 2019
Contributed by Lukas
Our people first, customers second approach drives our growth - Interview with Tom van der Lubbe, the Co-Founder of Viisi NV, a Dutch financial servic...
Only 20 percent of support teams provide self service and other customer experience trends - Interview with Jeff Titterton
07 Nov 2019
Contributed by Lukas
Only 20 percent of support teams provide self service and other customer experience trends - Interview with Jeff Titterton CMO of Zendesk. Jeff joins ...
Understanding friction and reward in customer experience – Interview with Richard Hammond and Rocky Howard of Uncrowd
03 Nov 2019
Contributed by Lukas
Understanding friction and reward in customer experience - Interview with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the w...
CEOs have to come to accept that CX is their responsibility - Interview with Jeanne Bliss
03 Nov 2019
Contributed by Lukas
CEOs have to come to accept that CX is their responsibility - Interview with Jeanne Bliss, the Founder and President of CustomerBliss, and the Co-Foun...
Agatha, NLU and turning customer support agents into geniuses - Interview with Deon Nicholas of Forethought.ai
03 Nov 2019
Contributed by Lukas
Agatha, NLU and turning customer support agents into geniuses - Interview with Deon Nicholas , Founder of Forethought, an AI company and 2018 TechCrun...
You can't transform something you don't understand - Interview with Annette Franz
03 Nov 2019
Contributed by Lukas
You can't transform something you don't understand - Interview with Annette Franz, founder and CEO of CX Journey Inc and an internationally recognized...
Audio is an overlooked dimension of the customer experience - Interview with Jeff Yasuda of Feed.fm
03 Nov 2019
Contributed by Lukas
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), whic...
Taziki's is closing the disability employment gap and enriching their customer and employee experience at the same time - Interview with Dan Simpson
03 Nov 2019
Contributed by Lukas
Taziki's is closing the disability employment gap and enriching their customer and employee experience at the same time - Interview with Dan Simpson, ...
If you want to improve your B2B customer experience, manage customer distress - Interview with Robert C. Johnson of TeamSupport
03 Nov 2019
Contributed by Lukas
If you want to improve your B2B customer experience, manage customer distress - Interview with Robert C. Johnson, the co-founder and CEO of TeamSuppor...
The Commonwealth of Self Interest and customer engagement - Interview with Paul Greenberg
03 Nov 2019
Contributed by Lukas
The Commonwealth of Self Interest and customer engagement - Interview with Paul Greenberg, best-selling author and founder & Managing Principal of...
Given the choice 75 percent of customers would prefer to use messaging channels for service - Interview with Joshua March of Conversocial
03 Nov 2019
Contributed by Lukas
Given the choice 75 percent of customers would prefer to use messaging channels for service - Interview with Joshua March, Founder and Board Director ...
Real competitive advantage in customer experience comes from understanding customers and what drives them away - Interview with David Avrin
03 Nov 2019
Contributed by Lukas
Real competitive advantage in customer experience comes from understanding customers and what drives them away - Interview with David Avrin, a keynote...
Gender and diversity imbalances will impact your ability to connect with and serve your customers - Interview with Adriana Gascoigne of Girls In Tech
03 Nov 2019
Contributed by Lukas
Gender and diversity imbalances will impact your ability to connect with and serve your customers - Interview with Adriana Gascoigne, founder and CEO ...
A lack of executive desire and recognition is holding back customer service - Interview with Michael Redbord of Hubspot
03 Nov 2019
Contributed by Lukas
A lack of executive desire and recognition is holding back customer service - Interview with Michael Redbord, General Manager of the Service Hub at Hu...
How using a network of experts can dramatically improve customer service automation - Interview with Antony Brydon of Directly
03 Nov 2019
Contributed by Lukas
How using a network of experts can dramatically improve customer service automation - Interview with Antony Brydon, CEO and co-founder of Directly, a ...
How your procurement team is impacting both your employee and customer experience - Interview with Todd Olson of Pendo
03 Nov 2019
Contributed by Lukas
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 Pe...
Becoming more empathetic can be hard. Pega's new AI-powered Customer Empathy Advisor aims to help - Interview with Rob Walker of Pega
03 Nov 2019
Contributed by Lukas
Becoming more empathetic can be hard. Pega's new AI-powered Customer Empathy Advisor aims to help - Interview with Rob Walker, Vice President Decision...
The good, the bad and the ugly of customer service - Interview with Tom Libretto of Pega
03 Nov 2019
Contributed by Lukas
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 ...
C+/B- is the grade the customer experience industry currently deserves - Interview with Bruce Temkin
03 Nov 2019
Contributed by Lukas
C+/B- is the grade the customer experience industry currently deserves - Interview with Bruce Temkin, Head of the Qualtrics XM Institute. He joins me ...
The removal of friction represents a huge opportunity for customer experience - Interview with Roger Dooley
03 Nov 2019
Contributed by Lukas
The removal of friction represents a huge opportunity for customer experience - Interview with Roger Dooley who is a a speaker and author of Brainflue...
Behavioural economics, alchemy, customer experience and the power of ideas that don't make sense - Interview with Rory Sutherland
03 Nov 2019
Contributed by Lukas
Behavioural economics, alchemy, customer experience and the power of ideas that don't make sense - Interview with Rory Sutherland, Vice Chairman of Og...
Everyone in an organisation should be a loyalty leader - Interview with Sandy Rogers of FranklinCovey
03 Nov 2019
Contributed by Lukas
Everyone in an organisation should be a loyalty leader - Interview with Sandy Rogers of FranklinCovey, the co-author of new book: Leading Loyalty: Cra...
How many exposure hours have you had with your customers over the last few months? - Interview with Andy MacMillan of UserTesting
03 Nov 2019
Contributed by Lukas
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 to...
New tech at work and improving the employee experience - How to get it right - Interview with Carrie Duarte
03 Nov 2019
Contributed by Lukas
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 L...