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 3, 2019 • 29min
Becoming more empathetic can be hard. Pega's new AI-powered Customer Empathy Advisor aims to help - Interview with Rob Walker of Pega
Becoming more empathetic can be hard. Pega's new AI-powered Customer Empathy Advisor aims to help - Interview with Rob Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about his keynote presentation, Pega’s upcoming Customer Empathy Advisor, what empathy is and the value of being more empathetic in customer experience.
Nov 3, 2019 • 19min
The good, the bad and the ugly of customer service - Interview with Tom Libretto of Pega
Today’s interview is with Tom Libretto, Senior Vice President and Chief Marketing Officer at Pega. I caught up with Tom at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about Pega’s recent research report: 2019 global customer service insights: The good, the bad, and the ugly, what they found out and what lessons organisations should be learning and what they should be doing differently.
Nov 3, 2019 • 21min
C+/B- is the grade the customer experience industry currently deserves - Interview with Bruce Temkin
C+/B- is the grade the customer experience industry currently deserves - Interview with Bruce Temkin, Head of the Qualtrics XM Institute. He joins me today to talk about his view on the current state of the customer experience industry, what it needs to focus on next, being acquired (twice in a few months) and what’s coming up next for him and the XM Institute.
Nov 3, 2019 • 37min
The removal of friction represents a huge opportunity for customer experience - Interview with Roger Dooley
The removal of friction represents a huge opportunity for customer experience - Interview with Roger Dooley who is a a speaker and author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, the popular blog Neuromarketing, and Brainy Marketing at Forbes. He joins me today to talk about his new book: FRICTION―The Untapped Force That Can Be Your Most Powerful Advantage, what friction is, how it affects us and what to do about it when it comes to customer experience.
Nov 3, 2019 • 1h 26min
Behavioural economics, alchemy, customer experience and the power of ideas that don't make sense - Interview with Rory Sutherland
Behavioural economics, alchemy, customer experience and the power of ideas that don't make sense - Interview with Rory Sutherland, Vice Chairman of Ogilvy in the UK and author of a new book: Alchemy: The Surprising Power of Ideas That Don't Make Sense. Rory joins me today to talk about his new book, behavioural economics and what we can all do to uncover stand out ideas that don’t make sense.
Nov 3, 2019 • 28min
Everyone in an organisation should be a loyalty leader - Interview with Sandy Rogers of FranklinCovey
Everyone in an organisation should be a loyalty leader - Interview with Sandy Rogers of FranklinCovey, the co-author of new book: Leading Loyalty: Cracking the Code to Customer Devotion and the leader of FranklinCovey's Loyalty Practice. Sandy joins me today to talk about the new book, how leading companies develop loyalty (Spoiler alert: it’s not about a loyalty programmes), what they do to get in the way of loyalty and how they can put themselves on the right path.
Nov 3, 2019 • 41min
How many exposure hours have you had with your customers over the last few months? - Interview with Andy MacMillan of UserTesting
How many exposure hours have you had with your customers over the last few months? - Interview with Andy MacMillan, CEO of UserTesting who joins me today to talk about their new research report: The Rise of the Experience Economy - The 2019 CX Industry Report, the work that they do, what the best brands do to understand their clients and what leaders and professionals in the CX space should be doing more of.
Nov 3, 2019 • 37min
New tech at work and improving the employee experience - How to get it right - Interview with Carrie Duarte
New tech at work and improving the employee experience - How to get it right - Interview with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC’s U.S. Board. Carrie joins me today to talk about PwC’s new Tech at work and employee experience research report, the main findings, what they mean and what leaders should be doing about them.
