Punk CX: Customer Experience Insights with Adrian Swinscoe

Following on from my recent interview, Customer service in the future will be a company wide mentality and not a department – Interview with Dave Carroll of United Breaks Guitars, today I am pleased to present to you a first: A follow on interview from the one I did with Karl Chapman of Riverview Law back in June. Karl and his team at Riverview Law were kind enough to invite me along to an event that held recently at Middle Temple in London. The event was discussing the future of the legal industry and included a panel discussion that featured Mitch Kowalski who has just published a book called: Avoiding Extinction: Reimagining Legal Services for the 21st Century - which focuses on the future of the law firm. Following the panel discussion, I caught up with Mitch to talk to him about his new book, the future of the legal industry and the pressures that are forcing law firms to become more client centric. This interview makes up number thirty-three in the series of interviews with authors and business leaders that I think that you will find interesting and helpful in growing your businesses.

Today’s interview is with Rohit Bhargava, a trend curator, founder of the Non-Obvious Company, and the author of six best selling business books including the Wall Street Journal best seller Non-Obvious. Rohit joins me today to talk about his new book: Non Obvious Megatrends: How to See What Others Miss and Predict the Future, what he’s learnt about trends over the last ten years and what we should be focusing in the coming years if we want to improve the service and experience that we deliver. This interview follows on from my recent interview – 2019 was the year of hype and snake oil when it came to chatbots. 2020 will be a year of pragmatism and real results – Interview with Abinash Tripathy of Helpshift – and is number 329 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.

Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer, today I want to share with you an interview that I conducted with Rob Brown, Systems Thinking Director at Aviva, who has done some great work using system thinking and has had fantastic results in improving customer satisfaction, the delivery of customer service and employee engagement. I met Rob when he spoke at a systems thinking event hosted by John Seddon and Vanguard Consulting. This interview makes up number thirty-five in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love. Note: Before we get stuck into the interview, here's an article: What is the Difference between Lean and Systems Thinking, that is worth reading.

Following on from my recent interview, Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva, today I am very excited as I want to share with you an interview that I conducted with David Hieatt, an entrepreneur that is not short on experience in creating businesses and brands that customers love. This interview makes up number thirty-six in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.

At the the Inbound Marketing UK conference that I wrote about in Inbound marketing is about content and context, I was able to catch up with a couple of the speakers for interviews for the blog. The first was with Mike Volpe, the Chief Marketing Officer of Hubspot, and you can check it out here: Inbound and content marketing may make up 80% of all marketing in the future. Following on from the interview with Mike, I was also able to catch up with David Meerman Scott, the keynote speaker at the conference and author of several books on marketing, most notably The New Rules of Marketing and PR with over 250,000 copies in print in more than 25 languages. In the interview, we talk about inbound marketing, the impact on traditional marketing, what your inbound and traditional marketing ratio mix should be and newsjacking. This interview makes up number thirty-eight in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.

Recently, I spoke to David Meerman Scott in Inbound marketing is about instant communications and creating content – Interview with David Meerman Scott. To follow that and as a result of my attendance at that conference, I met Richard Young (@richard_y), the Director of EMEA at Nimble. He arranged for me to speak to Jon Ferrara, the CEO of Nimble and a veteran and pioneer in the Customer Relationship Management (CRM) and Social CRM space. In the interview, we have a broad ranging discussion about customer relationship management (CRM), social CRM, social media, social business, the changing nature of business, relationships in business and personal and professional effectiveness. This interview makes up number thirty-nine in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.

Today's interview is with John Jantsch of Duct Tape Marketing who has recently added The Commitment Engine to the set of books that he has authored. John is a legend when it comes to small business marketing and in our interview we talk about his latest book, why commitment and clarity are important to any business if you are to create fanatical fans and employees and shares some tips on how he keeps up to speed as a small business owner himself. This interview follows my recent interview (CRM, social media, social business and the future – Interview with Jon Ferrara of Nimble) and makes up number forty in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.

Bestselling author Seth Godin discusses the importance of taking risks, embracing failure, and creativity in the modern connection economy. He shares insights on redefining education and career paths for entrepreneurship, encouraging creativity, and promoting ideas with personal integrity.

Recently in the podcast series, I shared an interview with you called: Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva. I met Rob at an event run by John Seddon and Vanguard Consulting. John was speaking at the event too and I and was lucky enough to get John to agree to be interviewed and share a few thoughts with us. This interview makes up number forty-two in the series of interviews with authors and business leaders that are doing great things and helping create businesses that customers love.

Today's interview is with Jacob Morgan, the Principal & Co-Founder of Chess Media Group, a management consulting and strategic advisory firm focused on collaboration. He has also authored of The Collaborative Organization, a best-selling book on collaboration strategy. Increasing collaboration within organisations using social tools like Chatter, Yammer and Jive etc is increasingly becoming an area of focus amongst businesses as they seek to leverage internal social business tools to help improve communication, efficiency, knowledge sharing, employee engagement and other issues. This interview follows on from my recent interview with Prof. John Seddon on Systems thinking, customer service and unlearning the way we do things and makes up number forty-three in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.