Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Michael Haringman and David Quastel of QuastelMidgen, a law firm in London. Michael is the firm’s senior partner and David is the firm’s managing partner. They join me today to talk about doing things differently in the legal industry, their model of partner led service and what it means to deliver 'first-class service'. This interview follows on from my recent interview: Looptail and changing the world through fully engaged employees and customers – Interview with Bruce Poon Tip – and is number eighty eight in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with David Lloyd, who is CEO of Intelliresponse, a leading provider of virtual agent technology solutions and knowledge base management software for enterprises. David joins me today to talk about some of the cool things they are doing with virtual agent technology, customer self-service and what stops enterprises from getting more from this channel. This interview follows on from my recent interview: Delivering first-class customer service – a law firm’s perspective – Interview with QuastelMidgen - and is number eighty nine in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Tim Pickard, who is Chief Marketing Officer for NewVoiceMedia, a leading cloud multi-channel contact centre provider. Tim joins me today to talk about cloud contact centre technology, the technology cycle and the rate of adoption by larger organisations and an issue that they are championing called 'One Agenda'. This interview follows on from my recent interview: Does your customer experience support customer success and low-effort? – Interview with David Lloyd of Intelliresponse - and is number ninety in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Mark Lancaster, who is CEO of SDL, who provide technology and services to optimize the global customer experience for clients all over the world, including 42 of the top 50 global brands. Mark joins me today to talk about the challenges of delivering a global customer experience and what it takes to be successful at it. This interview follows on from my recent interview: Customer engagement and the alignment of sales, marketing and customer service – Interview with Tim Pickard of NewVoiceMedia – and is number ninety-one in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service. Please note that this interview was recorded in a public place so there is a bit of background noise. Not too much. But, I just thought I should let you know.

Today’s interview is with Girish Mathrubootham, who is founder and CEO of Freshdesk, an online customer support Saas software solution. Girish joins me today to talk about how to turn customer service into a marketing opportunity/asset. This interview follows on from my recent interview: Most websites fail to facilitate the customer journey – Interview with Mark Lancaster of SDL – and is number ninety-two in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Nick Chater, who is Professor of Behavioural Science, Warwick Business School and co-founder of the research consultancy Decision Technology. Nick joins me today to talk about behavioural science, how our brains are hot-wired to make us all storytellers and how we can apply lessons from behavioural science to help us deliver better customer service and a better customer experience. This interview follows on from my recent interview: It’s not about the channels in your support, it’s about the support in your channels – Interview with Girish Mathrubootham of Freshdesk – and is number ninety-three in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Charlie Peters, who is Senior Executive Vice President of Emerson, a diversified global manufacturing and technology company that is working to solve the world's most complex engineering challenges. Emerson has a market capitalisation of$45 billion, approximately 135,000 employees and 235 manufacturing locations worldwide. Charlie is a 40+ year veteran of Emerson and his main responsibility is to develop innovative global business models that build the company’s capabilities and create added value for Emerson’s customers. Commonly known as Emerson’s “innovation guru”, Charlie joins me today to talk about the changing world of B2B customer experience and what future business models might look like. This interview follows on from my recent interview: Behavioural science offers insight how customer experience can be improved – Interview with Prof. Nick Chater – and is number ninety-four in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Matt Gorniak, Co-founder/COO at G2 Crowd, a new source for crowdsourced and trusted business software reviews, covering everything from CRM to accounting to content management systems to supply chain and logistics and all the way back again. I wrote about G2 Crowd before in Choosing and comparing CRM software? – Pointers from the crowd and Matt joins me today to talk about how they are disrupt the business software buying process, the business software market and G2Crowd's plans for the future. This interview follows on from my recent interview: The changing world of B2B customer experience and what the future looks like – Interview with Charlie Peters of Emerson – and is number ninety-five in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske at Princeton of a new book: The Human Brand: How We Relate to People, Products, and Companies. Following an introduction by Stan Phelps, who reviewed the book here, Chris was kind enough to make some time to talk to me about the book, what's changing around us and how we can make businesses or brands more human and why that is important. This interview follows on from my recent interview: Power to the customer – Interview with Matt Gorniak of G2Crowd – and is number ninety-six in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Huggy Rao, Atholl McBean Professor of Organizational Behavior and Human Resources at Stanford Graduate School of Business and co-author of a new book, with Robert Sutton, called: Scaling Up Excellence: Getting to More Without Settling for Less. Huggy joins me today to talk about the book, the key scaling challenges that confront every organization and how you spread pockets of excellence across an organisation. This interview follows on from my recent interview: Transforming the internal customer service experience of your IT dept – Interview with Jason Andrew of BMC Software – and is number ninety-eight in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.