Punk CX: Customer Experience Insights with Adrian Swinscoe

The meaning of personalised customer experience - Interview with Jamf, Paycor and Qumulo. Today’s interview is a little different and is the first time that we have tried to conduct a roundtable style interview on the podcast. My guests today are:    Sam Johnson, VP of customer service at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices,    Mark Wilson, Senior director of customer transformation at Paycor, a provider of recruiting, human resources, and payroll solutions through an integrated, cloud-based platform, and    Chris Lisica, Director of customer success at Qumulo, a provider of simple, scalable, and efficient enterprise data storage systems.

You don’t want to design a customer experience that is akin to getting in the cockpit of an F16 - Interview with Eric Hansen, founder and Chief Technology Officer of SiteSpect, a leading software platform that offers optimization, testing, targeting, and personalization solutions that allows businesses to create superior customer experiences.

Delivering a great customer experience is not really a technology challenge any more - Interview with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer.

The best marketing doesn't feel like marketing - Interview with Tom Fishburne, the Founder & CEO of Marketoonist, a cartoon studio focused on content marketing. He’s also a very popular cartoon blogger and has just published a new book called: Your Ad Ignored Here: Cartoons from 15 Years of Marketing, Business, and Doodling in Meetings.

Creating a culture that stands for something and stands out - Interview with Tim Deeson, the founder of the digital agency Deeson, a leading European multidisciplinary digital transformation agency. Tim joins me today to talk about self-organising teams, what they’ve done, what they learnt along the way, what impact it has had on them and their clients and what advice he would give to other leaders thinking about their organisational structure and how it needs to change to bring out the best in their people and deliver better outcomes for customers.

The uniqueness in everyone is the largest asset you have in customer experience - Interview with Sam Johnson, VP of customer experience at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices. Sam joins me today to talk about the idea that despite the fact that Jamf is a ‘tech’ focused company, most of the people that they hire don’t have tech backgrounds, why they taken that approach, how it came about, what the benefits have been and what others can learn from it.

The Future Of Work, Workforce Experience and Being Digital - Interview with Erica Volini, who is the US Human Capital leader for Deloitte Consulting. Erica joins me today to talk about the Future Of Work, the implications for organisations, organisational transformation, Digital DNA and how the employee experience fits into all of this.

The more you invest in technology the more you have to invest in human beings - Interview with Arnaud de Lacoste Chief Marketing Officer of Sitel and Founding Partner of Group Acticall, a world leading provider of customer experience management & business process outsourcing solutions. Arnaud joins me today to talk about data, big and small, causation and correlation, the use of AI, the impact on insight and what brands should be doing to better connect with their customers.

Corporate Rebels and their bucket list show how to create inspiring workplaces - Interview with Pim de MorreeCo-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about Corporate Rebels, their quest to make work more fun, their Bucket List and what they have learned so far. This interview follows on from my recent interview – The more you invest in technology the more you have to invest in human beings – Interview with Arnaud de Lacoste – and is number 243 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Public Enemy and getting practical with AI in the contact centre - Interview with Mikhail Naumov, Co-Founder & President of DigitalGenius, a venture backed artificial intelligence (AI) company based in San Francisco & London. Digital Genius is focused on eliminating the mindless work customer service teams often have to deal with on a day to day basis so that they can focus on complex issues that technology, like a bot can't handle. Mikhail has also just published a book: AI Is My Friend: A Practical Guide for Contact Centers. As result, Mikhail joins me today to talk AI, contact centres, hype, reality and the new book.