Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Nick Chater, who is Professor of Behavioural Science, Warwick Business School and co-founder of the research consultancy Decision Technology. Nick joins me today to talk about behavioural science, how our brains are hot-wired to make us all storytellers and how we can apply lessons from behavioural science to help us deliver better customer service and a better customer experience. This interview follows on from my recent interview: It’s not about the channels in your support, it’s about the support in your channels – Interview with Girish Mathrubootham of Freshdesk – and is number ninety-three 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 Charlie Peters, who is Senior Executive Vice President of Emerson, a diversified global manufacturing and technology company that is working to solve the world's most complex engineering challenges. Emerson has a market capitalisation of$45 billion, approximately 135,000 employees and 235 manufacturing locations worldwide. Charlie is a 40+ year veteran of Emerson and his main responsibility is to develop innovative global business models that build the company’s capabilities and create added value for Emerson’s customers. Commonly known as Emerson’s “innovation guru”, Charlie joins me today to talk about the changing world of B2B customer experience and what future business models might look like. This interview follows on from my recent interview: Behavioural science offers insight how customer experience can be improved – Interview with Prof. Nick Chater – and is number ninety-four 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 Matt Gorniak, Co-founder/COO at G2 Crowd, a new source for crowdsourced and trusted business software reviews, covering everything from CRM to accounting to content management systems to supply chain and logistics and all the way back again. I wrote about G2 Crowd before in Choosing and comparing CRM software? – Pointers from the crowd and Matt joins me today to talk about how they are disrupt the business software buying process, the business software market and G2Crowd's plans for the future. This interview follows on from my recent interview: The changing world of B2B customer experience and what the future looks like – Interview with Charlie Peters of Emerson – and is number ninety-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 Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske at Princeton of a new book: The Human Brand: How We Relate to People, Products, and Companies. Following an introduction by Stan Phelps, who reviewed the book here, Chris was kind enough to make some time to talk to me about the book, what's changing around us and how we can make businesses or brands more human and why that is important. This interview follows on from my recent interview: Power to the customer – Interview with Matt Gorniak of G2Crowd – and is number ninety-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 Huggy Rao, Atholl McBean Professor of Organizational Behavior and Human Resources at Stanford Graduate School of Business and co-author of a new book, with Robert Sutton, called: Scaling Up Excellence: Getting to More Without Settling for Less. Huggy joins me today to talk about the book, the key scaling challenges that confront every organization and how you spread pockets of excellence across an organisation. This interview follows on from my recent interview: Transforming the internal customer service experience of your IT dept – Interview with Jason Andrew of BMC Software – and is number ninety-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 Gary Ambrosino, President and COO of Timetrade. Gary joins me today to talk about the the work that they are doing helping a number of top banks in the USA transform their in-branch customer experience, how every retailer can now deliver a ‘Genius Bar’ experience and what retailers can do to reduce the affects of 'showrooming'. This interview follows on from my recent interview: Scaling up excellence is not a footprint problem but a mindset problem – Interview with Huggy Rao – and is number ninety-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 Sid Banerjee, CEO of Clarabridge, a leader in the Customer Experience Management (CEM) space, particularly when it comes to helping firms mine their customer data to make better business decisions. Sid joins me today to talk about why he thinks industry, what firms can do to respond to the changes around them how they should be leveraging the right data from the right sources in order to drive actionable results. This interview follows on from my recent interview: Everyone can create a ‘Genius Bar’ customer experience – Interview with Gary Ambrosino of Timetrade – and is number one-hundred 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 Rob Howard who is the Chief Technology Officer of Zimbra, a leader in the unified collaboration software space. Their solutions include email, calendaring, file sharing, activity streams, social communities and more. Rob joins me today to talk about how Texas Instruments leverages Zimbra's online community software to drive customer feedback and how to build valuable and effective customer support communities. This interview follows on from my recent interview: Customer experience requires a new type of responsive leader – Interview with Sid Banerjee of Clarabridge – and is number one-hundred and 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.

Today’s interview is with John Jantsch of Duct Tape Marketing who has recently added Duct Tape Selling to the set of books that he has authored. John joins me today to talk about his new book, how sales in changing and what sales people and businesses can do to adapt to their changing environment to help serve their customers better. This interview follows on from my recent interview: Building valuable customer support communities – Interview with Rob Howard of Zimbra – and is number one-hundred and 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.

Today’s interview is with John Marick, the co-founder and CEO of Consumer Cellular, a fast-growing and awarding winning provider of cell (mobile) phones and services in the US. John joins me today to talk about his company, why they are growing so fast, what rules they are breaking and what they are doing differently. This interview follows on from my recent interview: The art of selling has to change because the art of buying has changed – Interview with John Jantsch of Duct Tape Marketing – and is number one-hundred and three 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.