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 • 23min
Opaque and transparent AI and the ethical implications for customer experience - Interview with Rob Walker
Opaque and transparent AI and the ethical implications for customer experience - Interview with Rob Walker, Vice President, Decision Management and Analytics at Pegasystems.
Dec 4, 2019 • 33min
Customer experience, personalisation and how not to be creepy - Interview with Tara Kelly
Customer experience, personalisation and how not to be creepy - Interview with Tara Kelly, President & CEO of SPLICE Software, who are helping retailers, insurance companies, and banks optimize customer communications through the marriage of patent-pending human voice software, and personalized automated messaging systems.
Dec 4, 2019 • 37min
How to rapidly scale and still maintain the highest customer service standards - Interview with Ed Ariel
How to rapidly scale and still maintain the highest customer service standards - Interview with Ed Ariel, VP of Customer Service at ezCater, the only US-wide marketplace for corporate catering.
Dec 3, 2019 • 23min
Big data and technology is undermining our ability to develop our own hunches - Interview with Bernadette Jiwa
Big data and technology is undermining our ability to develop our own hunches - Interview with Bernadette Jiwa, author of a new book: Hunch: Turn Your Everyday Insights into the Next Big Thing.
Dec 3, 2019 • 37min
Understanding a customers context is the key to self-service success - Interview with Bill Colleran
Understanding a customers context is the key to self-service success - Interview with Bill Colleran, President and Chief Executive Officer of AnswerDash, a predictive and artificial intelligence (AI) powered Q&A Saas platform that facilitates customer service for e-commerce businesses thereby reducing support costs and revealing customer needs.
Dec 3, 2019 • 35min
Customer service and moving from the enterprise to the flexiprise - Interview with Keith Leimbach
Customer service and moving from the enterprise to the flexiprise - Interview with Keith Leimbach, CEO of LiveOps, a leading virtual contact center solutions company for the financial, health care, insurance and retail industries. Keith joins me today to talk about the human and tech balance in customer experience, striking the right balance and maintaining quality standards when you are managing a network of 20,000 virtual agents.
Dec 3, 2019 • 50min
Marrying self organising teams and customer obsession - Interview with Andrew Lawson
Marrying self organising teams and customer obsession - Interview with Andrew Lawson, Chief Product Officer of Zopa.com, a UK online personal finance peer-to-peer lending company founded in 2005. Andrew joins me today to talk about customer service, customer obsession, what it means to them and the shift to self-organising teams that they have recently undertaken.
Dec 3, 2019 • 27min
Heroes and the craft of customer support - Interview with Nick Francis
Heroes and the craft of customer support - Interview with Nick Francis, CEO and co-founder of HelpScout, a Saas software company that provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals. Nick joins me today to talk about the ‘craft’ of customer support, making support and contact centre agents heroes and their latest Customer Support Survey.
Dec 3, 2019 • 36min
Overcoming the barriers to delivering an excellent citizen experience - Interview with Ryan Hollenbeck and David Moody
Overcoming the barriers to delivering an excellent citizen experience - Interview with Ryan Hollenbeck and David Moody from Verint Systems, a global technology firm that provides Actionable Intelligence® solutions, to both public and private sector organisations, with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. David and Ryan join me today to talk about citizen experience, overcoming barriers to implementing successful digital strategies, particularly in the government and public sector arena and what government and public sector organisations could be doing better.
Dec 3, 2019 • 35min
Eliminate blindspots and build engagement by getting to know your company better - Interview with Claire Lew
Eliminate blindspots and build engagement by getting to know your company better - Interview with Claire Lew, CEO of Know Your Company, a software tool that helps business owners get to know their employees better and overcome company growing pains.
