Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Bansi Mehta is the CEO and Founder of Koru UX Design, a global leader in strategic enterprise UX for the healthcare, telecom and finance industries. Bansi joins me to today to talk about how UX is changing and what should brands and organizations be paying attention to, what the future of UI/UX/CX look like, how she was able to scale her business to become one of the leaders in the UX space for B2B businesses and the trials and tribulations of being a minority, female leader in this space. This interview follows on from my recent interview – What you are doing right now will be the hallmark of your entire career – Interview with Tom Peters — and is number 382 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 Tom Peters, best-selling author of numerous business books (19 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr). He is a personal hero of mine and an inspiration and I am honoured to say that this is the third time (the first and the second) that he has been on the podcast. Tom joins me to today to talk about his new (and possibly) final book: Excellence Now: Extreme Humanism and the new set of courses he has developed: Excellence: Now More Than Ever. We talk about excellence, service, experience, leadership, kindness, extreme humanization and why it is needed now more than ever. As ever Tom was brilliant, insightful, funny and still dancing to the same beat that he has been for last 43 years. It was a huge amount of fun so do check it out. This interview follows on from my recent interview – Delivering empathetic customer experiences will require us to move from fuzzy into action – Interview with Joyce Kim, Chief Marketing Officer at Genesys — and is number 381 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 Joyce Kim, the Chief Marketing Officer (CMO) for Genesys, a global leader in cloud -based customer experience and contact centre solutions that serves over 11,000 mid-sized and large businesses around the world. Joyce joins me today to talk about what it’s going to take for organizations to deliver a more empathetic experience to their customers, how empathy will move from fuzzy to actionable, how CMOs can take responsibility addressing customer experience woes as well as what lessons service and experience leaders need to be learning. This interview follows on from my recent interview – Journey analytics and orchestration is helping brands stop doing stupid stuff – Interview with Mark Smith of Kitewheel — and is number 380 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 Mark Smith, President of Kitewheel, whose platform is powering real-time customer journeys for the world's most customer-centric brands. Mark joins me today to talk about leading edge customer experience, Voice of the Customer (VoC) and Voice of the Process (VoP) data, why VoC data is often partial and potentially misleading, journey analytics and customer journey orchestration as well as what lessons service and experience leaders need to be learning. This interview follows on from my recent interview – It’s the deviants that make the difference – Interview with Gary David and Adam Gamwell — and is number 379 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.

WARNING! Today’s interview is not like the regular interviews you would normally find here. This episode of the Punk CX podcast is a bit of an experiment and features Gary David, an ethnographer and a professor of Sociology at Bentley University, and Adam Gamwell, a Design Anthropologist, or as he likes to describe himself a Design-Centered Human, and myself having a bit of a rummage around some of the ideas in my Punk CX book as well as a number of other issues related to service and experience including sociology, design, anthropology, systems thinking, organisational dynamics and psychology. We had fun. It was a conversational rummage. I learned a lot. Hope you enjoy the experiment. This interview follows on from my recent interview – We need to talk about customer service’s “messy middle” – Interview with Michael Ramsey of ServiceNow – and is number 378 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. It was quite some conversation so I haven’t produced highlights this time around. I’ll leave it up to you to jump in and find your own highlights. Normal service should resume next time 😉

Today’s interview is with Michael Ramsey, VP, Product Management, Customer Workflow Products at ServiceNow, a cloud computing platform provider that helps enterprises manage digital workflows and operations more effectively. Michael joins me today to talk about the “messy middle” in customer service, what it is, what problems it creates, how companies are addressing it and whether it should be there in the first place as well as a bunch of other insights for customer service and experience leaders. This interview follows on from my recent interview – Solving language based customer service inequalities – Interview with Vasco Pedro of Unbabel – and is number 377 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 Vasco Pedro, the co-founder and chief executive officer of Unbabel, a company that removes language barriers by blending artificial intelligence with real time, human translations. Vasco joins me today to talk about their AI-powered, human-refined “Translation as a Service” business, the concept of language operations, William Gibson’s Neuromancer, how their technology works and the sort of results it produces as well as sharing a few ideas about the future of service, experience and technology. This interview follows on from my recent interview – The power of personalised videos to drive engagement at all stages of the customer journey – Interview with Matt Barnett of Bonjoro – and is number 376 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 Barnett, Papa Bear at Bonjoro, a mobile and web based application that lets you send personalised videos at every stage of the customer journey, to convert, activate and your support your customers. Matt joins me today to talk about video, how things have changed as a result of the pandemic, the impact of video compared to email and where best to apply video in the customer journey. This interview follows on from my recent interview – From an award winning chef to CX Leader of the Year 2020 – Interview with James Scutt of the Post Office – and is number 375 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 the winner of the MyCustomer 2020 CX Leader of the Year competition: James Scutt, Head of Customer Experience Strategy and Deployment, Post Office. This interview is slightly different this week as I am conducting it with Chris Ward, Editor of MyCustomer. The original interview can be found here but I thought it would be worth re-publishing here too. In the interview we discuss James’ journey to where he is now, why he applied for the competition, how he felt when he won, the biggest lessons that he has learned along the way and how the pandemic has impacted the business among other things. This interview follows on from my recent interview – Where the magic happens when it comes to improving customer outcomes – Interview with Stacy Sherman – and is number 374 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 Stacy Sherman, Head of Customer Experience (CX) & Employee Engagement at Schindler Elevator Corporation and Founder of DoingCXRight. Stacy joins me today to talk about what customer experience means at Schindler, what knowledge and skills she was able to bring to that job from her time at Verizon, what humanizing business & leading with a heart means and what sort of things leaders should be doing to improve their customers experience right now. This interview follows on from my recent interview – Mindset, method, motivation and harmonisation are at the centre of customer centric-thinking and leadership – Interview with Andy Murray – and is number 373 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.