Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Bian Salins, Head of Social at Now TV, BSkyB. I was introduced to Bian by Martin Hill-Wilson who suggested I should talk to Bian as she was one of the few people that really 'gets' what it is to be a 'social business'. More importantly, he said, she doesn't just talk about it….she makes it happen for big organisations. Therefore, I was very excited when Bian agreed to spend some time sharing her experience and a few insights around social business and what it takes to make the transformation into a more social business. This interview follows on from my recent interview: The Tools To Deliver Amazing Customer Service Every Time – Interview With Shep Hyken – and is number eighty 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.

Today’s interview is with Yuval Brisker, the co-founder of TOA Technologies, which was picked in October 2013 as 'A Leader in the Gartner Magic Quadrant for Field Service Management'. Yuval joins me today to talk about what they are doing, what makes them stand out and how they are removing the 'friction' from the last mile of customer service. This interview follows on from my recent interview: Real life lessons on how to build a social business – Interview with Bian Salins – and is number eighty four 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. Note: Apologies for some minor issues on my voice during the interview......what can I say.....technology and technical hitches....that we were able to overcome. Apologies if it affects the interview. I've edited it and applied some magic and don't think it is too bad. However, I'll let you be the judge of that :)

Today’s interview is with Craig Dubitsky, the founder and CEO of hello products. They first came to my attention when I heard that Craig has his Skype address on the homepage of their website as a way of encouraging their customers to get in touch. I was even more intrigued when I found out they are reinventing a category in the consumer products market and having some phenomenal success. Craig joins me today to talk about what they are doing, why they are doing it, what makes them stand, what he's learned along the way and their plans to make the world a friendlier place, starting with your mouth. This interview follows on from my recent interview: Removing the ‘friction’ from the last mile of customer service – Interview with Yuval Brisker of TOA Technologies – and is number eighty five in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Dave Keeling, who is 6’ 2”, ginger, a professional actor and has been a ‘stand-up’ educationalist for over 10 years. Dave has recently published a book called: The Little Book of Laughter: Using humour as a tool to engage and motivate all learners. Whilst the book is primarily aimed at people in education, I believe there are lessons and parallels for how we build teams, develop them and create engaged employees. I also thought it'd be great to finish the series of interviews this year with a little bit of humour :) Therefore, it gives me great pleasure to present to you my discussion with Dave, where we talk about why having fun should be in everyone's job description, how we can use humour as a tool to engage and motivate people, how it helps improve communication, learning and engagement in the workplace and why laughter is important to the workplace. This interview follows on from my recent interview: Customer service done different and fast reinvention of a faceless product category – Interview with Craig Dubitsky of hello – and is number eighty six in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Bruce Poon Tip, founder of G Adventures and the Planeterra foundation. Bruce recently had a book published called Looptail: How One Company Changed the World by Reinventing Business, which recounts the story of the founding and development of G Adventures from a garage office start-up into the largest small group adventure travel company in the world and Bruce’s quest to develop a business model that balances karma, community and culture to produce outstanding results. This interview follows on from my recent interview: Improve employee engagement and customer service through the use of humour – Interview with Dave Keeling - and is number eighty seven in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Michael Haringman and David Quastel of QuastelMidgen, a law firm in London. Michael is the firm’s senior partner and David is the firm’s managing partner. They join me today to talk about doing things differently in the legal industry, their model of partner led service and what it means to deliver 'first-class service'. This interview follows on from my recent interview: Looptail and changing the world through fully engaged employees and customers – Interview with Bruce Poon Tip – and is number eighty eight in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with David Lloyd, who is CEO of Intelliresponse, a leading provider of virtual agent technology solutions and knowledge base management software for enterprises. David joins me today to talk about some of the cool things they are doing with virtual agent technology, customer self-service and what stops enterprises from getting more from this channel. This interview follows on from my recent interview: Delivering first-class customer service – a law firm’s perspective – Interview with QuastelMidgen - and is number eighty nine in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Tim Pickard, who is Chief Marketing Officer for NewVoiceMedia, a leading cloud multi-channel contact centre provider. Tim joins me today to talk about cloud contact centre technology, the technology cycle and the rate of adoption by larger organisations and an issue that they are championing called 'One Agenda'. This interview follows on from my recent interview: Does your customer experience support customer success and low-effort? – Interview with David Lloyd of Intelliresponse - and is number ninety in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.

Today’s interview is with Mark Lancaster, who is CEO of SDL, who provide technology and services to optimize the global customer experience for clients all over the world, including 42 of the top 50 global brands. Mark joins me today to talk about the challenges of delivering a global customer experience and what it takes to be successful at it. This interview follows on from my recent interview: Customer engagement and the alignment of sales, marketing and customer service – Interview with Tim Pickard of NewVoiceMedia – and is number ninety-one in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service. Please note that this interview was recorded in a public place so there is a bit of background noise. Not too much. But, I just thought I should let you know.

Today’s interview is with Girish Mathrubootham, who is founder and CEO of Freshdesk, an online customer support Saas software solution. Girish joins me today to talk about how to turn customer service into a marketing opportunity/asset. This interview follows on from my recent interview: Most websites fail to facilitate the customer journey – Interview with Mark Lancaster of SDL – and is number ninety-two in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more social and deliver better service.