Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a much-admired gourmet food business group headquartered in Ann Arbor, Michigan, USA. Ari is a friend, a veteran of the podcast and was also one of the contributors to Punk XL. Ari joins me today to talk about his latest missive - a chapbook entitled Life Lessons I Learned From Being A Line Cook; what a chapbook is, the insights behind some of the lessons and what they mean from an entrepreneur and leader who is passionate about customer service and experience. This interview follows on from my recent interview – The natural home of the contact center is under the CMO – Interview with Alex Levin of Regal.io – and is number 531 in the series of interviews with authors and business leaders who 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 podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention with the help of AI agents and automated personalization. Alex joins me today to talk about the rise of voice AI agents and how they are likely to transform contact centers helping to automate the majority of contact center interactions by 2035, how AI is going to bring back the ability to treat customers like human beings, why the natural home of the contact center is under the CMO and and the intriguing prospect of agents in the contact center becoming very sought after and very highly paid. This interview follows on from my recent interview – The majority of agents don’t find AI useful in their daily work – Interview with Martin Teasdale and Ed Creasey – and is number 530 in the series of interviews with authors and business leaders who 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 podcast is with Martin Teasdale, host of Get out of Wrap, a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at Calabrio, a workforce performance suite provider. Martin recently collaborated with Ed and the team at Calabrio on a new piece of research called Voice of the Agent. Martin and Ed join me today on the podcast to talk about some of the main findings emerging from the research, the enhanced reputation of the contact centre industry and some key messages for team leaders and contact centre leaders and directors. This interview follows on from my recent interview – We got everyone involved in support and made our customer support metrics public – Interview with Kenji Hayward of Front – and is number 529 in the series of interviews with authors and business leaders who 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 podcast is with Kenji Hayward, the Senior Director of Customer Support at Front, the all-in-one, AI-powered customer service platform built for collaboration. Kenji joins me today to talk about why email isn’t dead and why Front takes an email-first approach, getting everyone involved in the support queue, including the CEO, and why they made their customer support metrics public. You can check them out here. This interview follows on from my recent interview – Data ontology and rethinking customer support metrics – Interview with Marcel Barrera of serviceMob Inc – and is number 528 in the series of interviews with authors and business leaders who 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 podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins me today to talk about why the dominant metrics that are currently being used in customer support are broken, “The ‘Hamster Wheel’ Dilemma,” why AI and human agents are bound to fail without a cohesive, actionable data model and, finally, why churn is customer service’s darkest secret. This interview follows on from my recent interview – The impact of influencer marketing on customer experience – Interview with Daphne Robertson of #paid – and is number 527 in the series of interviews with authors and business leaders who 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 podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators connect, collaborate, and measure their creator marketing campaigns. Daphne joins me today to talk about influencer marketing, it’s growth and influence on customer experience and engagement, how to get it right and the impact of generative AI tools on this space. This interview follows on from my recent interview – An eight-step discovery process to help master the customer experience – Interview with Edwin Margulies of Nextiva – and is number 526 in the series of interviews with authors and business leaders who 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 podcast is with Edwin Margulies, Chief Evangelist at Nextiva, a provider of a unified customer experience management platform. Edwin joins me today to talk about his new book, Mastering the Customer Experience, why it was over twenty-five years in the making, the eight-step discovery model at its heart and how it can help companies execute and deliver better experience outcomes. This interview follows on from my recent interview – Pandemic maths and measuring all of marketing – Interview with Gregory Kennedy of Alembic Technologies – and is number 525 in the series of interviews with authors and business leaders who 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 podcast is with Gregory Kennedy, VP of Marketing at Alembic Technologies, which provides AI-powered marketing analytics for C-suite executives. We talk about how Alembic is applying mathematics and AI, developed for identifying causes, treatments, and mortality during the pandemic, to tracing the results of marketing initiatives across the board, what that means for marketers and how they ended up with a series of backers, that include NVIDIA’s Jensen Huang, DreamWorks founder Jeffrey Katzenberg and former 49-ers Quarterback Joe Montana. This interview follows on from my recent interview – Broken funnels, flywheels and human messaging – Key insights from HubSpot executives at GROW Europe 2024 – and is number 524 in the series of interviews with authors and business leaders who 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 podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall in London. First up is Daphne Costa Lopes, Global Director of Customer Success at HubSpot, who I talk to about why the marketing funnel is broken, why we should be thinking about a flywheel instead and having a dedicated space in their CRM platform for customer success professionals and leaders. Following that chat, I spoke to Crevan O’Malley, VP Corporate Sales, EMEA, at HubSpot, about what stood out for him from the panel that he moderated, how human messaging will be the thing that helps scaling brands cut through the noise and what brands should be doing with all of the time that AI tools can help us save. Clue: it’s all about spending more quality time building better connections. Finally, I talked to Lalitha Stables, HubSpot’s new UK GM and Country Manager, about HubSpot’s secret sauce and what stood out for her at the event. This interview follows on from my recent interview – It’s not about the customer’s journey with our platform, it’s about the customer’s journey – Interview with Nadine Macklin of Carto – and is number 523 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. #GROWEurope2024 #hubspotpartner

Today’s interview is with Nadine Macklin, who is the Vice President of Customer Success at CARTO, a leading Location Intelligence platform, that enables organizations to use spatial data and analysis for more efficient delivery routes, better behavioural marketing, strategic store placements, and much much more. Nadine joins me today to talk about taking a different approach to customer success, the level of alignment (or lack of alignment) customer success teams often have with other teams like marketing, sales, service, product, support etc, the capability gap within data-driven decision-making and whales! This interview follows on from my recent interview – The third wave of customer support – Interview with Natasha Ratanshi-Stein of Surfboard – and is number 522 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.