Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Cathy Brown, Exec Director at Engage for Success, a UK-based social movement that is committed to promoting employee engagement as a better way to work that benefits individual employees, teams, and whole organisations. Cathy joins me today to talk all things employee engagement, why it’s important and what firms should be thinking about and what they should be doing if they want to boost their levels of employee engagement. This interview follows on from my recent interview – Great service comes from doing things upside down – Interview with John Timpson – and is number 181 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 Kerim Akgonul who is Senior Vice President of Products at Pega and is responsible for the company’s suite of Customer Relationship Management (CRM) applications. I had a chat with Kerim at their annual customer event: Pegaworld 2016to find out more about what they are up to, what makes them different and how they are fast becoming the big, new challenger in the CRM space. This interview follows on from my recent interview – Your people know the best ways to improve your organisation – Interview with Cathy Brown of Engage For Success – and is number 182 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 Jan Jensen Chief Marketing Officer at Cxense, a software as a service company that is enabling many of the world’s leading media, e-commerce and consumer brands to take control of their audience data to deliver more engaging and personalized user experiences. Jan joins me today to talk about personalisation, why many initiatives in this space fail, what firms can do about it and what role data and privacy concerns play. This interview follows on from my recent interview – Using analytics, decisioning and robotics to improve the employee and customer experience – Interview with Kerim Akgonul of Pega – and is number 183 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 Rob Walker, Vice President Decision Management and Analytics at Pegasystems and is responsible for the company’s suite of predictive decisioning technologies. I had a chat with Rob at Pega's annual customer event: Pegaworld 2016 to find out more about what makes Pega different and a bit more about their analytics and decisioning technology, how it can be applied and how it can improve the customer experience. This interview follows on from my recent interview – Most personalisation initiatives fail to improve customer experience – Interview with Jan Jensen of CXense – and is number 184 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 Rob Siefker, Senior Director of Customer Service Operations at Zappos.com and one of the speakers at Zappos Insights, a team within the Zappos Family of Companies that was created simply to help share the Zappos Culture with the world and to inspire positive change in the workplace. Rob joins me to talk about the School of Wow at Zappos Insight, what Wow service means to them, employee experience and holocracy. This interview follows on from my recent interview – Making customer interactions more human by using analytics, decisioning and artificial intelligence – Interview with Rob Walker of Pega – and is number 185 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 Ben Velker who is Senior Vice President of Growth at Edgenet, a Nashville-based software-as-a-service company that provides industry-leading retailers, distributors, websites and suppliers with the ability to manage and improve their product content. Ben joins me today to talk about how Edgenet has turned around it’s customer service over the last two years, what they have done, how they have done it, why they didn’t go done the ‘more tech’ route and what that has meant for their business and their clients. This interview follows on from my recent interview – Zappos: Customer experience, employee experience, culture and holocracy – Interview with Rob Siefker of Zappos and Zappos Insights – and is number 186 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 Jim Barnett, who is the chief executive officer, co-founder and chairman of Glint, an employee engagement platform which uses machine learning and real-time, data-driven decisions to help improve company culture, increase engagement, and positively affect employee retention. Jim joins me today to talk about employee engagement, what is an engaged employee, the main challenges to improving engagement, what Glint are up to and the sort of impact that they are having on their client’s businesses. This interview follows on from my recent interview – You have to sit next to a customer to be able to really understand their pain – Interview with Ben Velker of Edgenet – and is number 187 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 Kalt, founder and CEO of Reverb.com, an online marketplace where musicians go to buy and sell guitars and other music gear. Dave joins me today to talk about how they have made customer experience the job of each and every one of Reverb.com’s employees with "The Contest." This interview follows on from my recent interview – If you are in employee engagement then you are in management development as well – Interview with Jim Barnett of Glint – and is number 188 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 Janelle Mathews, senior VP for solutions at Genesys, a customer experience platform provider, which empowers companies to create exceptional omnichannel experiences, journeys and relationships. Janelle joins me today to talk about Genesys, the work they do and how they are helping their clients improve service and both the customer and employee experience. This interview follows on from my recent interview – The Contest and getting everyone involved in delivering the best customer experience – Interview with David Kalt of Reverb.com – and is number 189 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 Lee Evans, the Chief Executive Officer & Founder of SurveyMe, a fast, flexible and closed-loop approach to receiving, recording and rewarding 'Point of Experience' feedback. Lee joins me today to talk about customer surveys, closing the loop and linking feedback to action. This interview follows on from my recent interview – Delivering omni channel experiences that create memorable relationships – Interview with Janelle Matthews of Genesys – and is number 190 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.