Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Andy Murray, Founder and Executive Chair, Customer Centric Leadership Initiative at The Sam M. Walton College of Business at The University of Arkansas. Andy joins me today to talk about the aforementioned Customer Centric Leadership Initiative, what customer centricity means, how leadership has been impacted over the last few months, the leader’s experience and what we should be doing to make sure that we deliver a great customer experience. This interview follows on from my recent interview – Leadership and how to achieve customer centricity – Interview with Minter Dial – and is number 372 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 Minter Dial, an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Minter joins me today to talk about his new book: You Lead: How Being Yourself Makes You a Better Leader, what he has learned about leadership over the course of his career, what comes first…employee or customer experience and what the biggest asset in leadership is. This interview follows on from my recent interview – When it comes to CX is your company a starter, riser or champion? – Interview with Adrian McDermott of Zendesk – and is number 371 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 Adrian McDermott, President of Products, Zendesk, a provider of customer service software. Adrian joins me today to talk about a new piece of research that Zendesk has recently conducted in partnership with ESG Research. This has allowed them to build a framework around CX maturity and CX success. The findings are summarized in a report: CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success. This interview follows on from my recent interview – On a scale from 1-10, how racist is your AI? – Interview with Jeff Gallino and Conrad Liburd of CallMiner – and is number 370 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 Jeff Gallino, CTO & Founder, and Conrad Liburd, AI feature engineer, at CallMiner, a provider of speech analytics solutions for improving agent performance and customer intelligence. Jeff and Conrad join me today to talk about bias in data and algorithms, discriminatory and racist calls in contact centres, what most companies do about them, what they should be doing about them and what we should be doing to improve both customer and employee experience. This interview follows on from my recent interview – The secrets behind tapping into your customer’s imagination – Interview with Chip Bell – and is number 369 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 Chip R. Bell, a keynote speaker and consultant in customer loyalty and service innovation as well as a 24 time author of books, many of which are focused on how we can improve customer service and experience. He joins us today to talk about his new book: Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions, what it’s about, what we can learn from it and what we should be doing to improve both customer and employee experience. This interview follows on from my recent interview – The relationship between trust, honesty and simplicity when it comes to customer and employee experience – Interview with Brian Rafferty of Siegel+Gale – and is number 368 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 Brian Rafferty, the Global Director of Business Analytics and Insights at Siegel+Gale, a brand strategy, design and experience firm. They also define themselves as a simplicity company and help brands deliver simpler experiences to their customers. Brian joins me today to talk about simplicity and the performance of brands that have simplicity at their heart, how that relates to both customer and employee experience and what they are learning from their research about what we should be doing to improve both customer and employee experience. This interview follows on from my recent interview – 140 leaders share the lessons they learned during the pandemic – Interview with Joseph Michelli – and is number 367 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 Joseph A. Michelli, Ph.D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. Joseph joins me today to talk about his new book: Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges, why he wrote the book, what can we learn from all of the leaders he talked to and what leaders should be doing going forward, particularly when it comes to improving the customer, employee and leader experience. This interview follows on from my recent interview – How can you relate to B2B customers when they more ‘hidden’ from you than before? – Interview with Jeroen Corthout of Salesflare – and is number 366 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 Jeroen Corthout who is the co-founder and CEO of Salesflare, an intelligent CRM that has been built specifically for smaller businesses selling B2B. It is most popular with agencies and fast growing startup companies. Jeroen joins me today to talk about the problems that sales people have with CRM systems and what he is seeing in the service and experience market and what sales people should be doing to develop better relationships with their customers. This interview follows on from my recent interview – What if customers want more than excellent service? – Interview with Steven Van Belleghem – and is number 365 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 Steven Van Belleghem who is an international keynote speaker, entrepreneur and best-selling author. Steven joins me today to talk about his new book: The Offer You Can't Refuse: What If Customers Want More Than Excellent Service? , the core premise, what the future looks like, what we can learn from it and how it can help us deliver better service and experience outcomes. This interview follows on from my recent interview – Customer experience doesn’t stop – Interview with Richie Manu – and is number 364 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 Richie Manu, who is Programme Director (Culture & Enterprise) at University of the Arts London, a multi-award-winning lecturer, a designer, creative consultant and author. Richie joins me today to talk about how the student and educator experience has changed over the last few months, what customer experience means to him and design-led, creative businesses and art entrepreneurs and what the future of experience looks like from his perspective. This interview follows on from my recent interview – Proactive support is the holy grail of customer support – Interview with Paul Adams of Intercom – and is number 363 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.