Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The Human Experience: How to make life better for your customers and create a more successful organization), three myths that get in the way of injecting more humanity into experience and seven behaviours and five enablers that help companies and brands deliver a more human experience amongst some other things. This interview follows on from my recent interview – We need to move leadership from the job of one to the job of the many – Interview with Julia Fabris McBride of the Kansas Leadership Center – and is number 457 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book called When Everyone Leads: How The Toughest Challenges Get Seen And Solved. Julia joins me today to talk about the new book, why we need to change the way we look at leadership, adaptive vs technical challenges and how to get started on creating a culture where everyone leads. This interview follows on from my recent interview – Building your house to be able to deliver a truly personalised customer experience – Interview with Greg Kihlström of The Agile Brand – and is number 456 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at TextExpander for sponsoring this episode of my podcast. TextExpander is an auto-complete tool that allows your team to eliminate repetitive typing and stay on the same page with just a few keystrokes allowing you to delight more customers in less time. Click here to find out more and to get a 20% discount for the first 12 months of TextExpander if you use the code: SWINSCOE

Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also the host of The Agile Brand with Greg Kihlström podcast. Greg joins me today to talk about his new book: House of the Customer - A blueprint for one-to-one, customer-first, employee-driven business transformation, customer journey orchestration, his own podcast and a bunch of other things. This interview follows on from my recent interview – Imagine having to type a ticket using a gaming console – Interview with Tony Adams of Supercell – and is number 455 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player Experience (PX), the specific challenges that entails, the GiG metric, the horrific thought of having to type a ticket using a gaming console, the commoditisation/dehumanisation of the agent and why we should organize around a skill-based model .......amongst other things. This interview follows on from my recent interview – What the heck is Relative Attractiveness and why it matters? – Interview with Richard Hammond of Uncrowd – and is number 454 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd, the innovative enterprise SaaS experience analytics platform that helps organisations grow market share by revealing their Relative Attractiveness versus competitors. Richard joins me today to talk about Friction/Reward, the last three years, how their thinking has evolved, Relative Attractiveness and how RA can help organisations understand their NPS and CSAT outcomes. This is also the 12th anniversary episode of my podcast. Richard is a friend of the podcast and a contributor to my latest book, Punk XL. Disclaimer: I made a small investment in Uncrowd at their seed stage. This interview follows on from my recent interview – Customer journey orchestration made easy – Interview with Mark Smith of CSG – and is number 453 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at TextExpander for sponsoring this episode of my podcast. TextExpander is an auto-complete tool that allows your team to eliminate repetitive typing and stay on the same page with just a few keystrokes allowing you to delight more customers in less time. Click here to find out more and to get a 20% discount for the first 12 months of TextExpander if you use the code: SWINSCOE

Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global experience in Customer Experience Management, Real-Time Interaction Management, and Analytical CRM.  Mark is a friend of the podcast and has appeared here twice before. Once in 2017 and again in 2021. This interview is slightly different this week as it’s a slightly trimmed and repurposed LinkedIn Live conversation that Mark and I had in December. You can check out the original here.  I thought I’d share it on the podcast as it was a super interesting conversation about customer journey orchestration and some very cool stuff that Mark and his team have been developing across at CSG. Enjoy! This interview follows on from my recent interview – Leadership lessons from the winner of the 2022 CX Leader of the Year – Interview with Maneesha Bhusal of JD .ID – and is number 452 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong Indonesia ( JD.ID), which is a subsidy of Jingdong (JD.com), one of the largest retailers in China. This interview is slightly different this week as I conduct it with Clare Muscutt, Founder and CEO of Women in CX but follows the same format to the one last year where we interviewed Sri Safitri of Telkom Indonesia the winner of the 2021 CX Leader of the Year. In the interview we discuss Maneesha’s journey to where she is now, why she applied for the CX Leader of the Year competition, how she felt when she won and the biggest lessons that she has learned along the way. This interview follows on from my recent interview – Customer success and the role of community – Interview with Elaine Richards of 37signals – and is number 451 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Calendly for sponsoring my podcast this month. Calendly makes scheduling meetings easy and efficient, eliminating the hassle of back-and-forth emails so you can get back to work. Used by everyone from small businesses to Fortune 100 companies, over ten million people around the world rely on Calendly to close deals, build better relationships with their customers, drive customer success, and grow their businesses — faster. Find out more about Calendly here.

Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. She joined 37signals in 2021 and joins me today to talk about customer service and customer experience in small to mid-market companies, customer success and the role of community, leadership and remote work and their EoS (everyone on support) initiative amongst other things including satnavs and legendary sandwich shops around the world. Read the show the interview highlights here. This interview follows on from my recent interview – Even CX champions are struggling to keep up with rising customer expectations – Interview with Adrian McDermott of Zendesk – and is number 450 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Calendly for sponsoring my podcast this month. Calendly makes scheduling meetings easy and efficient, eliminating the hassle of back-and-forth emails so you can get back to work. Used by everyone from small businesses to Fortune 100 companies, over ten million people around the world rely on Calendly to close deals, build better relationships with their customers, drive customer success, and grow their businesses — faster. Find out more about Calendly here.

Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main trends and headlines coming out of the report, what we can learn from them and what sort of things CX leaders need to be thinking about doing in order to deliver that stand out experience. This interview follows on from my recent interview – Time, customer experience and driving retention and growth – Interview with Katie Christian of Calendly – and is number 449 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Calendly for sponsoring my podcast this month. Calendly makes scheduling meetings easy and efficient, eliminating the hassle of back-and-forth emails so you can get back to work. Used by everyone from small businesses to Fortune 100 companies, over ten million people around the world rely on Calendly to close deals, build better relationships with their customers, drive customer success, and grow their businesses — faster. Find out more about Calendly here.

Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. Katie joins me today to talk about time, scheduling, how much time is wasted setting up meetings, why scheduling is an essential part of customer experience, how it can help create competitive advantage and a bunch of other things. This interview follows on from my recent interview – Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito – and is number 448 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Calendly for sponsoring my podcast this month. Calendly makes scheduling meetings easy and efficient, eliminating the hassle of back-and-forth emails so you can get back to work.  Used by everyone from small businesses to Fortune 100 companies, over ten million people around the world rely on Calendly to close deals, build better relationships with their customers, drive customer success, and grow their businesses — faster. Find out more about Calendly here.