Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong Indonesia ( JD.ID), which is a subsidy of Jingdong (JD.com), one of the largest retailers in China. This interview is slightly different this week as I conduct it with Clare Muscutt, Founder and CEO of Women in CX but follows the same format to the one last year where we interviewed Sri Safitri of Telkom Indonesia the winner of the 2021 CX Leader of the Year. In the interview we discuss Maneesha’s journey to where she is now, why she applied for the CX Leader of the Year competition, how she felt when she won and the biggest lessons that she has learned along the way. This interview follows on from my recent interview – Customer success and the role of community – Interview with Elaine Richards of 37signals – and is number 451 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. NOTE: A big thank you goes out to the folks at Calendly for sponsoring my podcast this month. Calendly makes scheduling meetings easy and efficient, eliminating the hassle of back-and-forth emails so you can get back to work. Used by everyone from small businesses to Fortune 100 companies, over ten million people around the world rely on Calendly to close deals, build better relationships with their customers, drive customer success, and grow their businesses — faster. Find out more about Calendly here.

Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. She joined 37signals in 2021 and joins me today to talk about customer service and customer experience in small to mid-market companies, customer success and the role of community, leadership and remote work and their EoS (everyone on support) initiative amongst other things including satnavs and legendary sandwich shops around the world. Read the show the interview highlights here. This interview follows on from my recent interview – Even CX champions are struggling to keep up with rising customer expectations – Interview with Adrian McDermott of Zendesk – and is number 450 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. NOTE: A big thank you goes out to the folks at Calendly for sponsoring my podcast this month. Calendly makes scheduling meetings easy and efficient, eliminating the hassle of back-and-forth emails so you can get back to work. Used by everyone from small businesses to Fortune 100 companies, over ten million people around the world rely on Calendly to close deals, build better relationships with their customers, drive customer success, and grow their businesses — faster. Find out more about Calendly here.

Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main trends and headlines coming out of the report, what we can learn from them and what sort of things CX leaders need to be thinking about doing in order to deliver that stand out experience. This interview follows on from my recent interview – Time, customer experience and driving retention and growth – Interview with Katie Christian of Calendly – and is number 449 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. NOTE: A big thank you goes out to the folks at Calendly for sponsoring my podcast this month. Calendly makes scheduling meetings easy and efficient, eliminating the hassle of back-and-forth emails so you can get back to work. Used by everyone from small businesses to Fortune 100 companies, over ten million people around the world rely on Calendly to close deals, build better relationships with their customers, drive customer success, and grow their businesses — faster. Find out more about Calendly here.

Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. Katie joins me today to talk about time, scheduling, how much time is wasted setting up meetings, why scheduling is an essential part of customer experience, how it can help create competitive advantage and a bunch of other things. This interview follows on from my recent interview – Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito – and is number 448 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. NOTE: A big thank you goes out to the folks at Calendly for sponsoring my podcast this month. Calendly makes scheduling meetings easy and efficient, eliminating the hassle of back-and-forth emails so you can get back to work.  Used by everyone from small businesses to Fortune 100 companies, over ten million people around the world rely on Calendly to close deals, build better relationships with their customers, drive customer success, and grow their businesses — faster. Find out more about Calendly here. 

Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five years on from our initial conversation back in 2017, talks me through their journey since then, the emergence of the real-time guidance space and what service and experience leaders should be thinking about right now.  This interview follows on from my recent interview – CX professionals should be taking their favourite finance person out to lunch – Interview with Jim Tincher – and is number 447 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. NOTE: A big thank you goes out to the folks at Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk. Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results. The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology. Do check it out by following this link.

Today’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer (HoC) as well as an author. Jim joins me today to talk about his new book, Do B2B Better: Drive Growth Through Game-Changing Customer Experience, what gets in the way of organisations building a differentiated customer experience and what it takes to be a B2B change maker. This interview follows on from my recent interview – Treat your customers well and your employees better – Interview with Liza Smyth of Formstack – and is number 446 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. NOTE: A big thank you goes out to the folks at Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk. Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results. The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology. Do check it out by following this link.

Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack. Liza joins me today to talk about how EX and CX efforts in organizations are often handled separately, why you need to prioritize and foster a positive employee experience, the important role that Diversity, Equity, Inclusion and Belonging plays in this and what leaders should be thinking about and doing so they can merge their CX and EX efforts. This interview follows on from my recent interview – The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho – and is number 445 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. NOTE: A big thank you goes out to the folks at Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk. Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results. The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology. Do check it out by following this link.

Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me today to talk about Zoho’s vision for CX, transnational localism, the link between customer success, employee happiness and business results, a new whitepaper and what service and experience leaders should be thinking about and doing. This interview follows on from my recent interview – Product Led Growth (PLG) is missing a pillar – Interview with Joe Andrews and Martin Schneider of SupportLogic – and is number 444 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. NOTE: A big thank you goes out to the folks at Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk. Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results. The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology. Do check it out by following this link.

Today’s interview is with Joe Andrews and Martin Schneider. Joe is the Chief Marketing Officer and Martin is the Chief Evangelist and Head of Solutions Marketing at SupportLogic, whose technology helps unlock insight from unstructured data in every customer interaction and shares actionable real-time recommendations to help improve the customer's experience. Joe and Martin join me today to talk about product-led growth (PLG), what it is, the pillars that it sits on, why Joe and Martin think it is missing a pillar and what that means for customer service, support and experience leaders. This interview follows on from my recent interview – The problem of customer indecision and how to get over it – Interview with Matt Dixon – and is number 443 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.

Today’s interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The Challenger Sale, The Effortless Experience and The Challenger Customer. Matt joins me today to talk about his new book (The Jolt Effect: How High Performers Overcome Customer Indecision - co-authored with Ted McKenna), how they conducted their research, what they found out, how indecision is the biggest barrier to sales and decision-making in general and how a JOLT playbook could help. This interview follows on from my recent interview – Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega – and is number 442 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.