Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Sydney Brouwer, a customer experience speaker, author and masterclass leader. However, this one is a little different as this time Sydney turns the tables and interviews me for his podcast. We had a great conversation so I thought I would share it with you nice folks over here :) Sydney and I talk about the state of customer experience, Punk CX, what it means to be a punk and what we should be thinking about when it comes to improving customer experience. You can find the original discussion and Sydney’s podcast here. This interview follows on from my recent interview – How anarchy and Emma Goldman inspires one of the coolest companies in America – Interview with Ari Weinzweig of Zingermans – and is number 337 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 Ari Weinzweig is CEO and co-founding partner of Zingerman's Community of Businesses, a gourmet food business group headquartered in Ann Arbor, Michigan, USA. Inc. Magazine described Zingerman's as the "Coolest Small Company in America”. Meanwhile, they have been featured in the Harvard Business Review and on MSNBC for their business practices and Bo Burlingham in his book, Small Giants, cited Zingerman's as a model for organizations that define success more creatively than just "getting as big as we can as fast as we can”. Ari joins me today to talk about what anarchy can teach us about leadership, culture and customer service, Emma Goldman, building a progressive business and what we should be thinking about when it comes to improving customer experience. This interview follows on from my recent interview – We are moving from a ticketing age to a conversational age – Interview with Mads Fosselius of Dixa – and is number 336 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 Mads Fosselius, CEO of Dixa, a global customer service tech company that is on a mission to help brands build friendships with their customers, break down technology silos and eliminate bad customer service. Mads joins me today to talk about ticketing, why we are moving into a conversational age, what’s wrong with many ticketing systems and what we should be thinking about when it comes to improving customer experience. This interview follows on from my recent interview – Corporate transformation will soon switch from digital to purpose – Interview with Mark Curtis of Fjord – and is number 335 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 Mark Curtis, Chief Client Officer at Fjord (part of Accenture Interactive). Mark joins me today to talk about Fjord’s new Trends 2020 report, some of the trends, what they mean and what we should be thinking about when it comes to improving customer experience. This interview follows on from my recent interview – Rethinking the experience of life insurance – Interview with Adam Weinberg of Haven Life – and is number 334 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 Adam Weinberg, the brand director at Haven Life, a digital life insurance agency that’s backed and wholly owned by MassMutual. Adam joins me today to talk about innovating in a very traditional industry, magic tricks, what we can learn from Haven Life’s experience and what are the main things that we should be doing to improve the customer’s experience. This interview follows on from my recent interview – If you don’t ignore your customers and create a service culture then you won’t have to worry about the competition – Interview with Micah Solomon – and is number 333 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 Micah Solomon, a best-selling author, hands-on customer service consultant, keynote speaker, trainer, and one of the world's leading experts on customer service, company culture, and the customer experience. He is also considered to be “the customer service turnaround expert”. Micah joins me today to talk about his new book: Ignore Your Customers (and They'll Go Away), what it’s all about, what we can learn from it and what are the main things that we should be doing to improve the customer's experience. This interview follows on from my recent interview – Insights from 100 of the world’s most progressive organisations on how to make work more fun – Interview with Pim de Morree of Corporate Rebels – and is number 332 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 Anthony Abbatiello, principal, Deloitte Consulting LLP and global leader of Deloitte Leadership. He joins me today to talk about Deloitte’s newly released annual 2017 Global Human Capital Trends Report, some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – Building a culture of good engages customers, employees and drives business results – Interview with Ryan McCarty and Scott Moorehead – and is number 209 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 Rob Tarkoff, President and CEO of Lithium Technologies, a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, what brands should be doing more and less of to help them engage more with their customers and the role of communities in all of that. This interview follows on from my recent interview – Creating a culture that stands for something and stands out – Interview with Tim Deeson – and is number 239 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 Pim de Morree, co-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about their research, their journey to date, progressive organisations, and the arrival of their new book: Corporate Rebels: Make work more fun. This interview follows on from my recent interview – A lot of organisations talk outside in but their systems are not designed outside in – Interview with John Seddon of The Vanguard Method – and is number 331 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 John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of 'The Vanguard Method'. John joins me today to talk about his new book: Beyond Command and Control, the problem with current management practices and how we need to unlearn the way that we operate service based organisations if we want to improve the service and experience that we deliver. This interview follows on from my recent interview – The Non-Obvious Megatrends that will affect our ability to deliver a stand out customer experience in the coming years – Interview with Rohit Bhargava – and is number 330 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.