Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think very much about customer engagement, how many brands don’t take an inclusive approach to customer engagement, why you shouldn’t always build for the the ‘happy path’, what we can learn from not-for-profit organisations about understanding customers and delivering services as well as some great examples of Twilio clients that she is working with and the sort of results that they are delivering. This interview follows on from my recent interview – To be good at customer experience has to begin with an experiential triage – Interview with Nick Webb – and is number 427 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 Pega for sponsoring my podcast this month. Pega is a low-code platform for AI-powered decisioning and workflow automation. It’s scalable architecture helps the world’s leading organizations work smarter, unify experiences, and adapt instantly – so they’re always ready for what’s next. Check out the latest from Pega at their annual conference, PegaWorld iNspire, which will focus on how to address constantly shifting perspectives in an ever-evolving world, including guidance, strategies, and powerful tools to achieve resiliency in the face of rapid change. Agenda and registration details can be found at pegaworld.com. The event will be held virtually on May 24 from 9:00 a.m. – 11:30 a.m. EDT for the Americas and Europe and again on May 25 from 10:00 a.m. – 12:30 p.m. AEST for Asia Pacific.

Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, What Customers Hate, why he chose to focus on hate and not love, the TV show Undercover Boss, outdated customer experience best practice, the SOS Approach and why customer surveys may be your enemy amongst a bunch of other things. This interview follows on from my recent interview – Having gone through 10 years of transformation in the past two years, how do we maintain momentum – Interview with Don Schuerman of Pega – and is number 426 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 Pega for sponsoring my podcast this month. Pega is a low-code platform for AI-powered decisioning and workflow automation. It’s scalable architecture helps the world’s leading organizations work smarter, unify experiences, and adapt instantly – so they’re always ready for what’s next. Check out the latest from Pega at their annual conference, PegaWorld iNspire, which will focus on how to address constantly shifting perspectives in an ever-evolving world, including guidance, strategies, and powerful tools to achieve resiliency in the face of rapid change. Agenda and registration details can be found at pegaworld.com. The event will be held virtually on May 24 from 9:00 a.m. – 11:30 a.m. EDT for the Americas and Europe and again on May 25 from 10:00 a.m. – 12:30 p.m. AEST for Asia Pacific.

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing complexity, how tech can help, what lessons he has learned from the pandemic, the upcoming Pegaworld (www.pegaworld.com) and who he is most looking forward to hearing speak. This interview follows on from my recent interview – Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET - and is number 425 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 Pega for sponsoring my podcast this month. Pega is a low-code platform for AI-powered decisioning and workflow automation. It’s scalable architecture helps the world’s leading organizations work smarter, unify experiences, and adapt instantly – so they’re always ready for what’s next. Check out the latest from Pega at their annual conference, PegaWorld iNspire, which will focus on how to address constantly shifting perspectives in an ever-evolving world, including guidance, strategies, and powerful tools to achieve resiliency in the face of rapid change. Agenda and registration details can be found at pegaworld.com. The event will be held virtually on May 24 from 9:00 a.m. – 11:30 a.m. EDT for the Americas and Europe and again on May 25 from 10:00 a.m. – 12:30 p.m. AEST for Asia Pacific.

Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world's first and only cloud contact center platform for the smartphone era. Vasili joins me today to share his CCaaS Industry Hit List, what we should be thinking about when it comes to CX technology and what questions we should be asking. This interview follows on from my recent interview – Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo – and is number 424 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 Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global thought leader and book author. Mandisa joins me today to talk her journey and using CX as an economic development tool.” This interview follows on from my recent interview – The impact hateful and toxic social media content has on your customers and people and what to do about it – Interview with Joel Bailey of Arwen – and is number 423 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 Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media in less than a second. Joel joins me today to talk about hate and toxicity in social media, the scale and cost of the problem and the impact it has not only on customers but also your team. This interview follows on from my recent interview – The 3 pillars of agent happiness – Interview with Tue Søttrup of Dixa – and is number 422 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 Tue Søttrup, Chief CX Evangelist & VP CX Excellence at Dixa, a customer service platform that generates value for brands and customers through better conversations. Tue joins me today to talk about some recent research that Dixa recently released, what we can learn from it, knowledge centred service and agent happiness. This interview follows on from my recent interview – In three years gig experts will be able to do everything agents can do in the contact centre – Interview with Roger Beadle of Limitless – and is number 421 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 Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre industry: low pay, high attrition and access to new talent. Roger joins me today to talk about gig-based customer service, the gig economy, the GoodGig® Charter, Limitless and how brands are leveraging gig-based customer service. This interview follows on from my recent interview – We should talk about moments that shatter rather than the moments that matter – Interview with Michael G. Bartlett – and is number 420 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 Michael G. Bartlett who is the Director of Experience Innovation at JMARK, an I.T. support and I.T. services company, Founder of the CCXP Exam Simulator and the author of a new book called: The Dark Side of CX: The costly patterns that turn loyal customers into brand haters. Michael joins me today to talk why we should talk about moments that shatter rather than the moments that matter, the dark patterns that reside in CX, priyomes and what CX practitioners and leaders should be doing to improve their service and experience. This interview follows on from my recent interview – The future of personalization and loyalty is dynamic – Interview with Christian Selchau-Hansen of Formation.ai – and is number 419 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 Christian Selchau-Hansen, the CEO and co-founder of Formation.ai, a machine learning-powered offer optimization pioneer. Christian joins me to talk about loyalty, personalization, dynamic offer optimization and what eXperience Leaders should be doing to build better relationships with their customers and drive better business outcomes. This interview follows on from my recent interview – Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri Safitri of Telkom Indonesia – and is number 418 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.