Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with John Huehn, founder, President & CEO of In The Chat, a social media sales and customer service company, that is aiming to make text message and social customer service easy with their software. John joins me today to talk about how text messaging as a customer service channel doesn’t get the press that it deserves but that it can offer great benefits to businesses that implement it as a channel. This interview follows on from my recent interview: Social listening could replace traditional voice of the customer methods – Interview with Dana Miller of Crimson Hexagon – and is number 138 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with Peter Mühlmann, Founder and CEO of Trustpilot. You might recall that I interviewed Jan Jensen, Trustpilot’s CMO back in July 2014 about ‘Using customer reviews to drive service improvement, WoM and growth’. This time around Peter joins me on the podcast to talk about they have been able to maintain their company’s culture as well as their ability to deliver an excellent customer experience in the face of rapid sales, employee and geographical growth in the last few years. This interview follows on from my recent interview: Text messaging: a customer service channel whose time has come – Interview with John Huehn of In The Chat – and is number 139 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with David Conway who is a senior partner and Chief Strategy Officer at Nunwood, an international customer experience consultancy focused on ‘full-service’ customer experience management (CEM). David joins me on the podcast today to talk about Nunwood’s US Customer Experience Excellence Report 2015 that they have just released, some insights into what the leading players are doing to help them stand out, some examples and what the main differences are that exist between CX in the UK and the USA. This interview follows on from my recent interview: Scaling customer and employee trust – Interview with Peter Muhlmann of Trustpilot – and is number 140 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with Mark Earls, a writer and consultant to business and government on marketing and communications as well as being a leading thinker on brands and behaviour. He joins me today to talk about his new book: Copy, Copy, Copy: How to Do Smarter Marketing by Using Other People's Ideas. This interview follows on from my recent interview: Customer experience: UK brands are 2-3 years behind the US – Interview with David Conway of Nunwood – and is number 141 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with Daniel Lind, Head of Business Development at Qmatic, a company who through its software and hardware is helping organisations manage their online and offline customer experience. Daniel joins me today to talk about the work that Qmatic are doing to help improve the customer experience, especially as it relates to waiting and getting better served. This interview follows on from my recent interview: An organisational constitution improves employee engagement and customer experience – Interview with Chris Edmonds – and is number 127 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 Sandra De Zoysa who is the Group Chief Customer Officer of Dialog and the Chairperson of the Digital Customer Experience Expert Working Group for Axiata. Dialog Axiata is one of Sri Lanka's largest telecommunications service providers, and the country's largest mobile network operator with 14.275 million subscribers which amounts to 44% of the Sri Lankan mobile market. She is also the winner of the MyCustomer.com 2019 CX Leader of the Year. She joins us today to talk about Dialog, the work that she has done over the last 20+ years, what it means to live a life of service and what becoming the 2019 CX Leader of the Year means to her. This interview follows on from my recent interview – The state of workplace happiness and why it matters – Interview with Lord Mark Price of Engaging Works – and is number 326 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.

Following on from my interview last month, What makes first direct so successful: Interview with their new CEO Mark Mullen, today I am excited to introduce you to Henry Stewart, the CEO of Happy Ltd, the umbrella training organisation that delivers IT, Management, and Personal Development Training. They've won lots of awards, which you can check out here. Their biggest award was when The Financial Times rated Happy as one of the top 2 places to work in the entire UK economy. This was the result of their annual Best Workplaces award, organised with the Great Place to Work Institute. This interview makes up number sixteen in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses.

It's been a wee while since I've published an interview here on the blog. So, following on from the interview, Creating a great place to work is the best business investment decision you could ever make – Interview with Henry Stewart, that I did in early December, today I am excited to introduce you to Jo Causon, the CEO of the Institute of Customer Service, the independent, professional membership body for customer service. This interview makes up number seventeen in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. The rationale for the interview is that I reached out on Twitter to the Institute via Twitter and asked as I thought Jo would have a lot of interesting stuff to say. As my Mum always said: 'If you don't ask, you don't get'. Jo didn't disappoint.

In Inbound marketing is about content and context, I reported back from Inbound Marketing UK. However, whilst there I was able to catch up with Mike Volpe, the Chief Marketing Officer of Hubspot, who was speaking at the conference. In the interview, we talked about inbound marketing, where people should start, how much of their marketing should be inbound/content focused and a bunch of other things. This interview makes up number thirty-seven in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.

Today’s interview is with Will Beckett of Hawksmoor, a rapidly growing restaurant brand in London, and follows on from my recent interview: Customer service, people and how caring does scale – Interview with Gary Vaynerchuk #1aDayQandA It was when they ranked No. 36 in the Sunday Times’ 100 Best Small Companies to work for in 2012 that I decided I’d like to find out more about what makes them tick and what makes them so successful. This interview makes up number forty-eight in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.