Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with David Meerman Scott, an internationally acclaimed business strategist, author, entrepreneur, advisor to emerging companies, and public speaker. David joins me today to talk about his new book that he co-authored with his daughter Reiko: Fanocracy: Turning Fans into Customers and Customers into Fans, how it came about and what we can learn from it. This interview follows on from my recent interview – The winner of the 2019 CX Leader of the Year – Interview with Sandra De Zoysa, Chief Customer Officer of Dialog Axiata – and is number 327 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.

This is the fourteenth 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 Customer complaints are great, I spoke to Michael Hill of ComplaintsRGreat (complaintsrgreat.com), a business that specialises in helping businesses manage customer complaints better. Today, I wanted to introduce you to Vala Afshar, Chief Customer Officer for Enterasys, who I connected with on Twitter after he spotted my post: What else can you do with customer testimonials? and retweeted it. Following that, I reached out to Vala being intrigues by his title: Chief Customer Officer and asked him if he'd like to be interviewed for the blog.

Today’s interview is with Dr Mark Smith who is CEO and co-founder of ContactEngine, a multi-channel, interactive contact engine, whose cloud based software helps their clients improve efficiency, lower costs and drive growth through happier customers. I met Mark at the recent 20:20 Customer Experience Summit in London and he told me about what they were doing, who they were working with and the sort of results that they were helping deliver. So, I invited Mark onto the podcast to tell me a bit more about ContactEngine and some of the fascinating things they are doing to help field service management become a strength for their clients rather than a weakness. This interview follows on from my recent interview: Should ‘Net Easy’ be your new customer service metric – Interview with Nicola Millard of BT – and is number 114 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 Jamie Anderson, Global Vice President Product Marketing, Customer Engagement & Commerce at SAP. Jamie joins me today to talk about a concept called brand self-awareness, what we can learn from the Scottish poet, Robert Burns, and what customer engagement really means. This interview follows on from my recent interview: Improve customer experience by surveying your customers quicker – Interview with Mark Smith of ContactEngine – and is number 115 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 Adrian Collins, the MD of Ziggurat Brands. Adrian joins me today to talk about innovation and a business and set of products (bac<) that they have developed that aims to transform back-care in the UK. This interview follows on from my recent interview: Customer engagement and lessons from the Scottish poet, Robert Burns – Interview with Jamie Anderson of SAP – and is number 116 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 Alan Trefler, who is the Founder and Chief Executive Officer of Pegasystems, the publicly traded American software company which has several products that focus on customer service and predictive analytics. Alan joins me today to talk about his new book: Build For Change, which argues for a complete overhaul of how businesses think about and use technology to create customer-centric organizations. This interview follows on from my recent interview: Successful innovation doesn’t have to involve a massive breakthrough in technology – Interview with Adrian Collins of bac< and Ziggurat Brands – and is number 117 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”, this is the second time Charlie has joined me on the podcast. First time around, back in February earlier this year, he joined me to talk about: The changing world of B2B customer experience and what the future looks like. Today, Charlie joins me to talk about 'B2B versus B2C marketing’ and 'Big Data versus ‘little data’. This interview follows on from my recent interview: Business needs to be agile and customer centric if it is to avoid the coming customerpocalypse – Interview with Alan Trefler, CEO of Pegasystems – and is number 118 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 Peter Kriss, Senior Research Scientist at Medallia, whose software helps corporations track and manage the experiences of their customers. Medallia’s software, delivered as an Internet service, integrates and delivers data from everywhere that a company that touches a customer, analyses it and presents it visually so that employees can see very quickly what is going on and then decide how to respond. When he’s not at Medallia, Peter is also the Director of Research for Vision Prize. Peter joins me today to talk about the work that he is doing on valuing the impact of delivering a great customer experience. This interview follows on from my recent interview: Big and little data, building trust and B2B marketing – Interview with Charlie Peters of Emerson – and is number 119 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 Mattin, Head of Trends & Insights at trendwatching.com, who help over 260,000 subscribers and 1,200+ clients understand the new consumer and uncover innovation opportunities through their reports and trend watching services. David joins me today to talk about their September 2014 Trend Briefing - The Future Of Customer Service: Five trends that will redefine great service in 2015 and beyond. This interview follows on from my recent interview: Quantifying the business value of a great customer experience – Interview with Peter Kriss of Medallia – and is number 120 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 Geraldine McBride, CEO of MyWave, a next generation CRM solution that puts the customer in charge of their data and their experience. Geraldine joins me today to talk about MyWave, the emerging Personal Information Management (PIM)/Customer Managed Relationship (CMR) space and how we are moving from the era of CRM (Customer Relationship Management) to the era of CMR (Customer Managed Relationships), where the customer is now in the driving seat. This interview follows on from my recent interview: Five key trends that will define the future of customer service – Interview with David Mattin of trendwatching.com – and is number 121 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.