Punk CX: Customer Experience Insights with Adrian Swinscoe

This is the fifth in the series of interviews with business leaders in the 'customer' space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, I spoke to Scott Gould of Like Minds, Aaron+Gould and Scott Gould & friends about leadership, building communities and the world of social media. Today, I want to introduce you to Syed Hasan, CEO of ResponseTek, who is leading provider of integrated customer experience solutions focusing on automating and operationalising customer feedback and voice of the customer information within businesses. ResponseTek helps their clients to listen more, learn quicker and spend less on their customer experience programs. What I like about Syed is that he takes a very straight-forward, pragmatic and back to basics approach to building their business and helping deliver consistent and better customer experiences for their clients.

Late last month, I wrote a post called Three strategic pillars for 2011, where I explained the different themes I would be pursuing on the blog over the course of the year. One of them - Curate - was about finding and sharing content from different thought leaders, writers and entrepreneurs. I first thought that this would be only be via video interview but as it has turned out it will be via a combination of text, audio podcast and video. First up in the series is an interview with Grant Leboff, author of Sticky Marketing, that just came out on January 3rd 2011 and is already high in the Amazon charts.

This is the twelfth in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, in Adobe, Customer Experience Management (CEM) and fear in the boardroom, I spoke to Rob Pinkerton, Senior Director of Product Marketing, Customer Experience Management across at Adobe. Today, I want to introduce you to Laurence Buchanan who is Head of CRM & Social CRM at Capgemini here in the UK. Our discussion focused on creating a customer centric business in the modern world.

This is the thirteenth in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, in Social CRM, Customer Centric and Agile Business, I spoke to Laurence Buchanan who is Head of CRM & Social CRM at Capgemini here in the UK. Today, I wanted to Michael Hill of complaintsrgreat.com, a business that specialises in helping businesses manage customer complaints better.

This is number fifteen in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, in What is a Chief Customer Officer, I spoke to Vala Afshar, Chief Customer Officer for Enterasys, is a premier global provider of wired and wireless network infrastructure and security solutions. Today, I am excited to introduce you to Mark Mullen, the new CEO of first direct, a bank renowned for its customer centric approach to its business and one that has won numerous awards, accolades and admirers over the last 22 years.

Following hot on the heels from, Great customer service and customer experience requires emotional intelligence – Interview with Jo Causon of The Institute of Customer Service, today I am excited to introduce you to Qaalfa Dibeehi, chief operating and consulting officer of Beyond Philosophy™, a pioneering global customer experience consultancy with offices in London and Atlanta. This interview makes up number eighteen in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, The emotional component of customer experience: the next competitive battleground – Interview with Qaalfa Dibeehi of Beyond Philosophy, today I am privileged to share with you an interview I recently conducted with Gary Burnison, Chief Executive Officer of Korn/Ferry International, the worldwide leader in executive recruitment and a premier provider of talent management solutions. This interview makes up number nineteen in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, The Twelve Absolutes of Leadership: Interview with Gary Burnison, CEO of Korn/Ferry International, today I am privileged to share with you an interview I recently conducted with Martha Rogers and Don Peppers of Peppers and Rogers Group, a management consulting firm, recognized as the world's leading authority and acknowledged thought leader on customer-based strategies and underlying business initiatives.. This interview makes up number twenty in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, Extreme Trust and why it’s important for your customers and your business – Interview with Martha Rogers and Don Peppers, today I want to share with you an interview that I recently conducted with Karl Chapman CEO of Riverview Law, a new type of law firm and one that is reinventing customer experience in the legal market. This interview makes up number twenty-one in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Following on from my recent interview, Reinventing customer experience in the legal sector – Interview with Karl Chapman of Riverview Law, today I want to share with you an interview that I recently conducted with Mikkel Svane, Chief Executive Officer and Founder of Zendesk, a fast growing and venture-capital funded cloud based customer service platform. This interview makes up number twenty-two in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.