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
Nov 26, 2019 • 37min
The role of voice in the future of customer experience - Interview with Gregg Johnson
The role of voice in the future of customer experience - Interview with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that allows marketers to drive, track and automate inbound calls for better leads, greater marketing insight, and more customers. Gregg joins me today to talk about a recent report they have released, the impact of voice assistants on customer experience and the role of both intelligent voice assistants and the contact centre in the future of customer experience.
Nov 26, 2019 • 56min
A tool to help us make better decisions and improve business, customer and employee outcomes - Interview with Matt Watkinson
A tool to help us make better decisions and improve business, customer and employee outcomes - Interview with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about his new book: The Grid: The Decision-making Tool for Every Business (Including Yours), why he wrote it, what problem it solves and what we can learn from it.
Nov 26, 2019 • 47min
An honest and open discussion about how and why we evolved our approach to customer success - Interview with Eva Klein of Hubspot
An honest and open discussion about how and why we evolved our approach to customer success - Interview with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it.
Nov 26, 2019 • 41min
Engagement, why do we do what we do and why does it matter to our customers - Interview with Scott Gould
Engagement, why do we do what we do and why does it matter to our customers - Interview with Scott Gould, an engagement advisor, speaker and author of the recent book: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities. Scott joins me to talk about his new book, what engagement is and what it isn’t, what most organisations get wrong when it comes to engagment, what we can learn from his book and how we can put it into practice so we can generate more of it with both our customers and our people.
Nov 26, 2019 • 45min
Striving for excellence has never been more important - Interview with Tom Peters
Striving for excellence has never been more important - Interview with Tom Peters, author of numerous business books (18 in total) and speaker. He joins me to talk about his latest book: The Excellence Dividend: Meeting the Tech Tide with Work That Wows and Jobs That Last, what companies should be focusing on in the face of rapidly evolving technology, why striving for excellence is more important than ever, what that means and how we can put excellence at the heart of everything we do.
Nov 26, 2019 • 37min
You don’t need more than 3 or 4 quality data points to deliver a personalised customer experience - Interview with Jebbit
You don’t need more than 3 or 4 quality data points to deliver a personalised customer experience - Interview with Jonathan Lacoste and Ben Cockerell of Jebbit, the creator of the world’s first declared data platform. Jebbit are focused on doing two things: One, giving customers back control of the data that they share around their motivations, interests and buying intentions and, two, helping brands connect with these customers through the creation of visually appealing, mobile content experiences.
Nov 26, 2019 • 34min
Global human capital trends and the rise of the social enterprise - Interview with Anthony Abbatiello of Deloitte
Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and the Human Capital practice’s Digital leader. He joins me today to talk about Deloitte’s newly released annual Global Human Capital Trends Report (2018), some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience.
Nov 26, 2019 • 39min
Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell - Interview with Brian Hannon of Voxpro
Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro - powered by TELUS International, a global and award winning customer experience outsourcer. Brian joins me today to talk about their approach, their clients partners (ahem!) and what they have learned from each other as they have grown together.
Nov 26, 2019 • 38min
Lidl, disrupting the UK market and striving for simplicity - Interview with Ronny Gottschlich
Lidl, disrupting the UK market and striving for simplicity - Interview with Ronny Gottschlich, the CEO and Founder of Heunadel Retail Advisory and former Managing Director of Lidl UK. Ronny joins me today to talk about disrupting the UK supermarket sector, Lidl’s approach to being able to achieve that and the role and value of simplicity in everything they do.
Nov 26, 2019 • 38min
The potholes of scaling customer support and service - Interview with Michael Redbord of HubSpot
The potholes of scaling customer support and service - Interview with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid.
