Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Liz Graham , who is Vice President of Sales and Service at Wayfair, one of the world's largest online destinations for the home. Liz joins me today to talk about a number of things including getting the human and technology balance right when it comes to delivering a great customer experience, innovative recruitment strategies, using predictive analytics and AI to drive proactive service amongst other things.

Today’s interview is with Dr. Simon Moore (BSc, PhD, CPsychol), a Chartered business and consumer psychologist who specialises in uncovering emotional and personality influences on behaviour. He is also Management Director of Innovationbubble, a new type of insights agency that, using psychological insights and methodologies, investigates the real reasons that customers behave the way that they do and what brands should be doing about it. Simon joins me today to talk about the role of emotions in customer experience and whether firms should be designing their experiences to achieve certain emotions or if they should just be more mindful of their customers emotions.

Today’s interview is with Professor Jan van den Ende, who is Professor of Management of Technology and Innovation at RSM (Rotterdam School of Management), Erasmus University, Rotterdam. Jan joins me today to talk about a research paper that he and some colleagues recently published and how ignoring customers’ opinions can lead to more successful products.

Today’s interview is with Joshua Feast, who is the co-founder and CEO of MIT-spinoff Cogito Corp., that has developed artificial intelligence (AI) technology that delivers real-time emotional intelligence feedback for customer service professionals which helps them have better conversations and build stronger rapport with customers. Joshua joins me today to talk about what they are doing, the science and thinking behind the technology, where it is getting applied and the benefits they are seeing.

Non-obvious trends and what they mean for customer experience - Interview with Rohit Bhargava, who is a trend curator, author of five best selling books (including the Wall Street Journal bestseller "Non-Obvious") and founder of the Influential Marketing Group (IMG).

Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize's transformation and what it takes to turn an Net Promoter score (NPS) of - 4 into a score of +80 in roughly 730 days.

Building a culture of good engages customers, employees and drives business results - Interview with Ryan McCarty and Scott Moorehead, founders of Culture of Good and the authors of a new book: Build a Culture of Good.

Insights from inside some of the world's highest performing organisations - Interview with Brian MacNeice, co-author of Powerhouse: Insider accounts into the world’s top high-performance organizations.

The power of social recognition in employee engagement - Interview with Ketti Salemme of TINYpulse, an employee engagement platform that combines pulse surveys, peer recognition, and performance reviews.

Bringing together disparate data sources is key to creating stand out customer experiences - Interview with Dave O'Flanagan of Boxever