Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Jonathan Rowe, Chief Marketing Officer at nCino, a cloud based bank operating system. Jonathan joins me today to talk to me about nCino, the experience of going through the recent Hurricane Florence, what happened, how their customers reacted and why he is so proud of their employees. This interview follows on from my recent interview – Getting the human and tech balance right in customer experience – Interview with Julia Ahlfeldt – and is number 285 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.

Leaders should experience what it is like to be one of their own customers more often - Interview with Shaun Belding who is the CEO of The Belding Group of Companies and the author of 6 books including a new book: The Journey to WOW: The Path to Outstanding Customer Experience and Loyalty. Shaun joins me today to talk about The Journey To Wow, why he wrote it as a story, what we can learn from the trials and tribulations the characters go through and how we can apply that to our businesses. This interview follows on from my recent interview – Is your culture hurricane fit? – Interview with Jonathan Rowe of nCino – and is number 286 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.

Becoming a trusted company is an absolute requirement of a winning strategy - Interview with Christopher Roark, Managing Director at Accenture Strategy. Christopher joins me today to talk about Accenture’s Competitive Agility Index, how a decline in stakeholder trust impacts a company’s financial performance and competitiveness and what companies should do about it.

What The Great Escape can teach us about Future Fit leadership - Interview with Mike Perk, Managing Director of WWC, a South African digital transformation advisory firm, that I met at a recent conference in Pretoria. At the conference, Mike described a concept called Future Fit Leadership but he did so in a really engaging way combining World War 2 history and a famous film about the period. As a result, I asked Mike to be a guest on the podcast so he could share this story with you.

9 Trends shaping the future of marketing and CX in 2019 - Interview with Jeremy Korst, President of GBH Insights, a leading marketing strategy, consumer behavior and analytics consultancy. Jeremy joins me today to talk about 9 trends shaping the future of marketing and CX in 2019 and what we should be doing about them or thinking about in relation to them. This interview follows on from my recent interview – What The Great Escape can teach us about Future Fit leadership – Interview with Mike Perk – and is number 289 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.

Going from good to great in customer experience - Interview with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach they have taken, the successes they have had, what it takes to have the highest customer satisfaction of any major bank or building society in the UK and what life is like with no targets.

Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experience, the game, why play is so important in business and how and why we should put more play and fun into everything we do.

Building your positivity muscle and the impact it can have on customer experience - Interview with Matt Prowse, Customer Enablement Director at Insurance Australia Group (IAG). Matt joins me today to talk positivity, why we should add a little more of it into our own organisations, what they have done to with their ‘With Thanks’ programme amongst other initiatives, how they got senior executives talking to customers and the impact all of this has had on IAG.

What more empathy in business and artificial intelligence (AI) will look like - Interview with Minter Dial, keynote speaker and consultant on branding, new tech and digital transformation for blue chip companies, conferences and events around the world. Minter joins me today to talk about his new book: Heartificial Empathy, Putting Heart into Business and Artificial Intelligence, why the development of empathy is becoming so important, how we can develop it not only within ourselves but also the machines that we develop and what to watch out for when we do so.

The six core elements of ROCKSTAR customer experience - Interview with James Dodkins, founder of ROCKSTAR CX, speaker, accidental #1 best selling author and host of ‘This Week In CX.’ James joins me today to talk about the work that he does, what is going wrong with many customer experience transformation programmes and the 6 core elements of really good customer experience.