Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five years on from our initial conversation back in 2017, talks me through their journey since then, the emergence of the real-time guidance space and what service and experience leaders should be thinking about right now.  This interview follows on from my recent interview – CX professionals should be taking their favourite finance person out to lunch – Interview with Jim Tincher – and is number 447 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 Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk. Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results. The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology. Do check it out by following this link.

Today’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer (HoC) as well as an author. Jim joins me today to talk about his new book, Do B2B Better: Drive Growth Through Game-Changing Customer Experience, what gets in the way of organisations building a differentiated customer experience and what it takes to be a B2B change maker. This interview follows on from my recent interview – Treat your customers well and your employees better – Interview with Liza Smyth of Formstack – and is number 446 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 Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk. Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results. The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology. Do check it out by following this link.

Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack. Liza joins me today to talk about how EX and CX efforts in organizations are often handled separately, why you need to prioritize and foster a positive employee experience, the important role that Diversity, Equity, Inclusion and Belonging plays in this and what leaders should be thinking about and doing so they can merge their CX and EX efforts. This interview follows on from my recent interview – The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho – and is number 445 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 Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk. Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results. The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology. Do check it out by following this link.

Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me today to talk about Zoho’s vision for CX, transnational localism, the link between customer success, employee happiness and business results, a new whitepaper and what service and experience leaders should be thinking about and doing. This interview follows on from my recent interview – Product Led Growth (PLG) is missing a pillar – Interview with Joe Andrews and Martin Schneider of SupportLogic – and is number 444 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 Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk. Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results. The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology. Do check it out by following this link.

Today’s interview is with Joe Andrews and Martin Schneider. Joe is the Chief Marketing Officer and Martin is the Chief Evangelist and Head of Solutions Marketing at SupportLogic, whose technology helps unlock insight from unstructured data in every customer interaction and shares actionable real-time recommendations to help improve the customer's experience. Joe and Martin join me today to talk about product-led growth (PLG), what it is, the pillars that it sits on, why Joe and Martin think it is missing a pillar and what that means for customer service, support and experience leaders. This interview follows on from my recent interview – The problem of customer indecision and how to get over it – Interview with Matt Dixon – and is number 443 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 Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The Challenger Sale, The Effortless Experience and The Challenger Customer. Matt joins me today to talk about his new book (The Jolt Effect: How High Performers Overcome Customer Indecision - co-authored with Ted McKenna), how they conducted their research, what they found out, how indecision is the biggest barrier to sales and decision-making in general and how a JOLT playbook could help. This interview follows on from my recent interview – Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega – and is number 442 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 James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some of the results, the big trends and shifts that are driving the future of customer service and a webinar (registration link) that they are holding next week (Oct 4th) as part of Customer Service Week. This interview follows on from my recent interview – CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones – Interview with Jack Springman – and is number 441 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 Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack Springman passed away on Sept 8th 2022. This podcast was recorded in the early part of August 2022 and in it Jack and I talk about his new book: Customer Experience & Marketing - The Final Rant (free to download). This interview follows on from my recent interview – Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang of ChurnZero – and is number 440 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 You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. You Mon joins me today to talk about customer success, why it’s more important now than ever, what firms should be doing to successfully navigate a downturn and why a customer success mindset would benefit almost every organisation. This interview follows on from my recent interview – Not enough companies realize that customer support is your primary gateway to understanding your entire business – Interview with Nooshin Alibhai and Eric Klimuk of Supportbench – and is number 439 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 Nooshin Alibhai and Eric Klimuk, co-founders and CEO and COO respectively at Supportbench, a full-stack customer support software provider that is made specifically to serve the B2B space. Nooshin and Eric join me today to talk about the 4 types of customer support solutions that are out there and what’s missing, what’s so different about the B2B support model, why B2B is so much harder to build for and what Supportbench are doing to address these challenges. This interview follows on from my recent interview – Delivering personalised search experiences in an ethical way – Interview with Angel Maldonado of Empathy.co – and is number 438 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.