Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk about UserZoom’s recently published research called The State of UX 2022, what they found out, the difference between CX and UX, the value of research and design and lots of other things. This interview follows on from my recent interview – The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC – and is number 431 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 Jimmy Hosang, C-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider that helps people make better decisions faster. Jimmy joins me today to talk about how technology has made things worse, why vanity metrics like NPS don’t make sense, how speech analytics has been miss-sold and why we need to go back to creating the best experience. This interview follows on from my recent interview – Leveraging branded virtual assistants to drive personalisation and innovation – Interview with Eric Turkington of RAIN – and is number 430 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 Eric Turkington, Vice President of Growth at RAIN, a pioneer in voice & conversational AI, that is helping people, brands and businesses do amazing things with voice technology. Eric joins me today to talk about intelligent voice assistants, the state of demand, how both B2C and B2B brands are leveraging Branded Virtual Assistants (BVA’s) to drive personalisation and innovation and lots of other stuff. This interview follows on from my recent interview – Little personal touches can make all the difference – Interview with Jawad Malik of Idrese – and is number 429 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 Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in Spain to customers worldwide. Jawad joins me today to talk about how the brand came about, the future of customer experience, the inspiration behind the brand name and what great service and experience means for an emerging and fast-growing small brand. This interview follows on from my recent interview – Why you shouldn’t always build for the ‘happy path’ – Interview with Sam Richardson of Twilio – and is number 428 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 Pega for sponsoring my podcast this month.

Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think very much about customer engagement, how many brands don’t take an inclusive approach to customer engagement, why you shouldn’t always build for the the ‘happy path’, what we can learn from not-for-profit organisations about understanding customers and delivering services as well as some great examples of Twilio clients that she is working with and the sort of results that they are delivering. This interview follows on from my recent interview – To be good at customer experience has to begin with an experiential triage – Interview with Nick Webb – and is number 427 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 Pega for sponsoring my podcast this month. Pega is a low-code platform for AI-powered decisioning and workflow automation. It’s scalable architecture helps the world’s leading organizations work smarter, unify experiences, and adapt instantly – so they’re always ready for what’s next. Check out the latest from Pega at their annual conference, PegaWorld iNspire, which will focus on how to address constantly shifting perspectives in an ever-evolving world, including guidance, strategies, and powerful tools to achieve resiliency in the face of rapid change. Agenda and registration details can be found at pegaworld.com. The event will be held virtually on May 24 from 9:00 a.m. – 11:30 a.m. EDT for the Americas and Europe and again on May 25 from 10:00 a.m. – 12:30 p.m. AEST for Asia Pacific.

Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, What Customers Hate, why he chose to focus on hate and not love, the TV show Undercover Boss, outdated customer experience best practice, the SOS Approach and why customer surveys may be your enemy amongst a bunch of other things. This interview follows on from my recent interview – Having gone through 10 years of transformation in the past two years, how do we maintain momentum – Interview with Don Schuerman of Pega – and is number 426 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 Pega for sponsoring my podcast this month. Pega is a low-code platform for AI-powered decisioning and workflow automation. It’s scalable architecture helps the world’s leading organizations work smarter, unify experiences, and adapt instantly – so they’re always ready for what’s next. Check out the latest from Pega at their annual conference, PegaWorld iNspire, which will focus on how to address constantly shifting perspectives in an ever-evolving world, including guidance, strategies, and powerful tools to achieve resiliency in the face of rapid change. Agenda and registration details can be found at pegaworld.com. The event will be held virtually on May 24 from 9:00 a.m. – 11:30 a.m. EDT for the Americas and Europe and again on May 25 from 10:00 a.m. – 12:30 p.m. AEST for Asia Pacific.

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing complexity, how tech can help, what lessons he has learned from the pandemic, the upcoming Pegaworld (www.pegaworld.com) and who he is most looking forward to hearing speak. This interview follows on from my recent interview – Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET - and is number 425 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 Pega for sponsoring my podcast this month. Pega is a low-code platform for AI-powered decisioning and workflow automation. It’s scalable architecture helps the world’s leading organizations work smarter, unify experiences, and adapt instantly – so they’re always ready for what’s next. Check out the latest from Pega at their annual conference, PegaWorld iNspire, which will focus on how to address constantly shifting perspectives in an ever-evolving world, including guidance, strategies, and powerful tools to achieve resiliency in the face of rapid change. Agenda and registration details can be found at pegaworld.com. The event will be held virtually on May 24 from 9:00 a.m. – 11:30 a.m. EDT for the Americas and Europe and again on May 25 from 10:00 a.m. – 12:30 p.m. AEST for Asia Pacific.

Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world's first and only cloud contact center platform for the smartphone era. Vasili joins me today to share his CCaaS Industry Hit List, what we should be thinking about when it comes to CX technology and what questions we should be asking. This interview follows on from my recent interview – Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo – and is number 424 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 Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global thought leader and book author. Mandisa joins me today to talk her journey and using CX as an economic development tool.” This interview follows on from my recent interview – The impact hateful and toxic social media content has on your customers and people and what to do about it – Interview with Joel Bailey of Arwen – and is number 423 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 Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media in less than a second. Joel joins me today to talk about hate and toxicity in social media, the scale and cost of the problem and the impact it has not only on customers but also your team. This interview follows on from my recent interview – The 3 pillars of agent happiness – Interview with Tue Søttrup of Dixa – and is number 422 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.