Punk CX: Customer Experience Insights with Adrian Swinscoe
Adrian Swinscoe | Customer Experience Strategy Expert
Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service.
Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues.
Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.
Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues.
Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.
Episodes
Mentioned books
Dec 4, 2019 • 58min
An agile manifesto for customer success - Interview with Todd Eby of Success Hacker
An agile manifesto for customer success - Interview with Todd Eby of Success Hacker
Dec 4, 2019 • 45min
Understanding consumer behaviour by going to the gemba - Interview with Michael Solomon
Understanding consumer behaviour by going to the gemba - Interview with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia and the author of one of THE books, if not THE original book, on consumer behaviour.
Dec 4, 2019 • 28min
How D.O.M.O.R.E. will help you deliver an outstanding customer experience - Interview with Blake Morgan
How D.O.M.O.R.E. will help you deliver an outstanding customer experience - Interview with Blake Morgan about her new book: More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences.
Dec 4, 2019 • 34min
Focus on the right things to drive your own customer experience revolution - Interview with Susan Ganeshan
Focus on the right things to drive your own customer experience revolution - Interview with Susan Ganeshan of Clarabridge
Dec 4, 2019 • 23min
The ROI of investing in employee experience - Interview with Jacob Morgan
The ROI of investing in employee experience - Interview with Jacob Morgan about his new book: The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces They Want, the Tools They Need, and a Culture They Can Celebrate
Dec 4, 2019 • 36min
Trust, lean data and the rising importance of purpose as a customer preference - Interview with Jascha Kaykas-Wolff
Trust, lean data and the rising importance of purpose as a customer preference - Interview with Jascha Kaykas-Wolff, Chief Marketing Officer at Mozilla.
Dec 4, 2019 • 30min
Purpose and why it is important to employees and customers - Interview with Stan Phelps
Purpose and why it is important to employees and customers - Interview with Stan Phelps about his new book: Red Goldfish: Motivating Sales and Loyalty Through Shared Passion and Purpose.
Dec 4, 2019 • 20min
The most successful companies start by improving one customer journey at a time - Interview with Don Schuerman
The most successful companies start by improving one customer journey at a time - Interview with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems.
Dec 4, 2019 • 31min
Great service and why Basecamp only focuses on a couple of channels - Interview with Chase Clemons
Great service and why Basecamp only focuses on a couple of channels - Interview with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software. We talk about Basecamp’s CEO Jason Fried assuming personal responsibility for all customer refunds, what that means in practice, what it’s like to work at Basecamp, what customer service means for them, particularly when they have approx 50 people in 30 different cities around the world and how they deliver great service to their clients.
Dec 4, 2019 • 33min
Aligning the organisation around three key journeys and why passenger experience equals employee experience - Interview with Mattijs ten Brink of Transavia
Aligning the organisation around three key journeys and why passenger experience equals employee experience - Interview with Mattijs ten Brink of Transavia
