Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Leon Gauhman, Elsewhen’s Director of Product and Strategy. Leon joins me today to talk about why enterprise software and particularly enterprise CX software is still so terrible, the power of the umbrella in the age of Unix philosophy, why we should all be focusing on delighting our customers, why beautiful and functional is the highest degree of problem solving and also what we can learn from Mr Potato-head! This interview follows on from my recent interview – A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Pega – and is number 347 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 Don Schuerman who is the CTO & Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about Pegaworld iNspire, Center-Out™, Process Fabric™, Ethical Bias Testing and what it is going to take to succeed and thrive, particularly when it comes to delivering an outstanding customer experience, in this changing world we live in. This interview follows on from my recent interview – Up to 90% of digital data is not used. What sort of society accepts 90% waste? – Interview with Gerry McGovern – and is number 346 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. While PegaWorld iNspire, the annual conference from Pegasystems took place earlier this month (June 2nd) you can still view the sessions on-demand so do head over to www.pegaworld.com to check them out.

Today’s interview is with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and online customer experience. He has just published a new book called: World Wide Waste and joins me today to talk about the book, how it came about, what we can learn from it and why it matters. This interview follows on from my recent interview – Scaling customer support and maintaining employee and customer satisfaction even through a pandemic – Interview with Nick Misewicz of Pura Vida Bracelets – and is number 345 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. While PegaWorld iNspire, the annual conference from Pegasystems took place earlier this month (June 2nd) you can still view the sessions on-demand so do head over to www.pegaworld.com to check them out.

Today’s interview is with Nick Misewicz, Customer Success Manager at Pura Vida Bracelets. The company was founded in Costa Rica in 2010 and is headquartered in La Jolla in California. They sell hand-crafted bracelets and jewelry online and through boutique stores. Their bracelets and jewellery are made by 800+ artisans worldwide with the proceeds going back to the artisans. Nick joins me today to talk about how they scaled their customer support and increased agent productivity without compromising on employee or customer satisfaction. This interview follows on from my recent interview – The current crisis has put a very pragmatic lens onto digital transformation – Interview with Tom Libretto of Pega – and is number 344 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. While PegaWorld iNspire, the annual conference from Pegasystems just taken place (June 2nd) you can still view the sessions on-demand so do head over to www.pegaworld.com to check them out.

Today’s interview is with Tom Libretto, the CMO of Pega, an enterprise software vendor that focuses on customer engagement, intelligent automation and customer service solutions for the world's largest brands. Tom joins today to talk about the upcoming PegaWorld iNspire, the annual conference from Pegasystems, what we are likely to see and learn, some of the big challenges that enterprises are currently facing, particularly in response to the coronavirus outbreak, and how they have been responding. This interview follows on from my recent interview – Why we need to democratise leadership development and how the coronavirus pandemic is highlighting the strength and power of a more feminine way of leading – Interview with Lauren Currie of Stride – and is number 343 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 for the coming month. Registration for PegaWorld iNspire, the annual conference from Pegasystems, is free. Find out out more and register at www.pegaworld.com

Today’s interview is with Lauren Currie OBE, the CEO of Stride. They are on a mission to democratise leadership development. Lauren joins me today to talk about leadership, Stride, the problem with leadership development, what they are trying to do to solve this problem and what we should all be doing to develop their our own leadership skills and experience capabilities. This interview follows on from my recent interview – Leading a digital transformation that will never end – Interview with Duncan Macdonald of UPC Switzerland – and is number 342 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 for the coming month. Registration for PegaWorld iNspire, the annual conference from Pegasystems, is free. Find out out more and register at www.pegaworld.com

Today’s interview is with Duncan Macdonald, Chief Information Officer (CIO) at UPC Switzerland, which is part of the Liberty Global group. Duncan joins me today to talk about leadership, what it takes to really empower people, his journey to where he is now and how he had to unlearn a lot of things in order to lead the way that he now does. Thanks go to the folks at Pega who help set this interview up after I saw a video of Duncan talking about his work and leadership style that was featured as part of Pega’s Customer Engagement Summit (CES) online event on April 1st. This interview follows on from my recent interview – Customer experience, innovation, artificial intelligence, culture….a look inside Amazon – Interview with Claire Whitaker – and is number 341 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 Claire Whitaker, a product and artificial intelligence (AI) consultant, who over the last nine years has worked in lean innovation, customer experience (CX), product management and technology including AI teams at top companies across industries, including Amazon. Claire joins me today to share some insights from her experience and, particularly, from her time at Amazon. This interview follows on from my recent interview – The nature of service and how we’ve grown up with a service economy which is now finding it very hard to actually serve customers – Interview with Joel Bailey of EY Seren – and is number 340 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, who is a Director at EY Seren, the global design consultancy within EY. Joel is a friend of mine, someone I have worked with and a really interesting thinker when it comes to service. Our conversation was precipitated by the publication of an article he wrote (2020: A new decade of service) earlier this year. So, we set up a time to chat to talk about why we should leave the experience economy behind, that service is the element that connects customer experience and employee experience and the idea that we need to define service anew. This interview follows on from my recent interview – Authentic leadership is just the rebranding of transformational leadership with some of the caffeine taken out – Interview with Professor Dennis Tourish - and is number 339 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 Dennis Tourish who is Professor of Leadership and Organisation Studies at University of Sussex Business School. Dennis joins me today to talk about the problems plaguing modern academic management and leadership research, challenges facing the modern organisation and leaders, progressive business and the problems with current leadership thinking. This interview follows on from my recent interview – Customer experience is more than f***ing metrics – Interview with Sydney Brouwer – and is number 338 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.