Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Jeremy Waite, Head of Digital Strategy, EMEA @Salesforce Marketing Cloud. He joins me today to talk about his new book: From Survival to Significance. This interview follows on from my recent interview: Copying your way to increased innovation, creativity and competitive advantage – Interview with Mark Earls – and is number 142 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 Guy Letts, founder and Managing Director of CustomerSure, a cloud based software firm that helps businesses gather feedback from their customers – not as an annual marketing exercise but as part of day-to-day business. Guy joins me today to talk customer reviews, customer feedback, a better way to do it and that most firms are doing it wrong. This interview follows on from my recent interview: Brands with purpose build better relationships with their customers – Interview with Jeremy Waite – and is number 143 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 Michael O’Leary, Chief Executive of Ryanair, a European low-cost airline, headquartered in Dublin, Ireland. Ryanair is also the largest European airline by scheduled passengers carried and also the busiest international airline by passenger numbers. Michael joins me today after he responded to a recent article I wrote (Does Michael O'Leary Really Care About Ryanair's Customers, Or Is He Just Being Pragmatic?) but also to talk about humility, Herb Kelleher, bourbon and starting to listening to and being nicer to customers.

Today’s interview is with Scott Pulsipher, President & COO of Needle, a US software firm that is pioneering advocate-assisted commerce. Scott joins me today to talk about what Needle are up to, trust, customer experience and advocate-assisted commerce. This interview follows on from my recent interview: A degree of humility always succeeds in business – Interview with Michael O’Leary of Ryanair – and is number 145 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 Sanish Mondkar, who is Chief Product Officer at Ariba (a SAP company). Ariba established the Ariba Network - a cloud-based community where you’ll find buying, selling, and managing cash to be as easy as using Amazon, eBay, and PayPal.Sanish joins me today to talk about customer experience in B2B, what lessons they have learned from B2C, Total User Experience, what they are doing about it and what lessons others can learn. This interview follows on from my recent interview: Advocate assisted commerce improves customer experience and drives business results – Interview with Scott Pulsipher of Needle – and is number 146 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 Dr. Paul Redmond who is a leading expert on generations and the graduate labour market. Dr. Redmond joins me today to talk about a report that was recently released by Capgemini and Pegasyatems that looks at how UK millennials are engaging with insurance companies, how important social media is in that context and the lessons that can be learned from learned from the research. This interview follows on from my recent interview - Improving B2B customer experience through Total User Experience – Interview with Sanish Mondkar of Ariba – and is number 147 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 Sebastian Henkes and Claire Clifford who are the Managing Director and Head of HR and People Development respectively at Sabio, a systems integrator that specialises in providing contact centre solutions. Sebastian and Claire join me today to talk about the fact that Sabio have recently been named as one of the best places to work in the UK, what makes Sabio such a great place to work and what lessons other firms in the contact centre space could learn from their experience. This interview follows on from my recent interview –Millennials and how they engage with insurance companies – Interview with Dr Paul Redmond – and is number 148 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 Jo Taylor, former Director of Talent Management at Talk Talk, a provider of pay TV, telecoms, internet access mobile services to businesses and consumers in the UK. Jo joins me today to talk about what it takes to build a dynamic, responsive and evolving culture. This interview follows on from my recent interview – Building a better place to work helps develop long term customer relationships – Interview with Sebastian Henkes and Claire Clifford of Sabio – and is number 149 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 Jeanne Bliss, who is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association (CXPA). Jeanne joins me today to talk about her new book: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine. This interview follows on from my recent interview – The pre-life, early life and in-life stages of the employee experience – Interview with Jo Taylor – and is number 150 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 James McGourlay, who is the Senior Vice President of Global Technical Services at OpenText, a global leader in Enterprise Information Management (EIM) & Canada's largest software company. James joins me today to talk about some of the big challenges that they are seeing and hearing about from their customers, how they are helping them and he also gives a view and update on the perennial challenge of creating a unified view of the customer. This interview follows on from my recent interview –How Chief Customer Officers build their organisations customer growth engine – Interview with Jeanne Bliss of CustomerBliss – and is number 151 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.