Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Delphine Mousseau, VP Markets at the fashion online retailer, Zalando, a very successful ecommerce company based in Berlin that sells shoes, clothing and other fashion items in 15 different countries across Europe. Delphine joins me today to talk customer service, what that means for Zalando, how they are using that to help them stand out and what they have learned about different customers in different countries. This interview follows on from my recent interview – Having a great product without great support doesn’t mean anything – Interview with Sarah Metcalfe of SureFlap – and is number 176 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with Monica Higgins, eSalon's Director of Customer Service. eSalon is an award wining and rapidly growing company that provides salon quality, at-home hair color at affordable prices all online. Monica joins me today to talk customer service, what being proactive means for them and how they are providing salon level service and quality online. This interview follows on from my recent interview – Delivering an excellent customer experience across 15 different countries – Interview with Delphine Mousseau of Zalando – and is number 177 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with Anthony Soohoo, Co-Founder & CEO of Dot & Bo, a curated and thematic home design and furniture shopping experience that is particularly targeted at millennials. Anthony joins me today to talk about what customer service means to Dot & Bo, why millennials, what they have learned from their experience and what the future holds. This interview follows on from my recent interview – Proactive customer service drives retention, advocacy and growth – Interview with Monica Higgins of eSalon – and is number 178 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with Alison Esse, Co-founder and Director of The Storytellers, a culture change consultancy, and pioneers of storytelling in business. Alison joins me today to talk about a new piece of research that they have recently completed: 'Two Years' Warning: The Customer Centricity Crisis’, which explores the mindsets that exist around customer centricity in the world's largest organisations and also differences in attitudes and beliefs between leaders and employees. This interview follows on from my recent interview – How TV helped create an engaging and effective millenial shopping experience – Interview with Anthony Soohoo of Dot & Bo – and is number 179 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with John Timpson CBE, Chairman of Timpson’s the UK and Ireland’s leading retail service provider of shoe repairs, key cutting, watch repairs, engraved personalised gifts, dry cleaning and assisted photo ID. They are also the UK’s fastest growing specialist locksmith service. After hearing John speak at a recent conference, I asked him if he would be willing to be interviewed for my podcast series. John talks to me today about the Timpson story, upside down management, customer service and ex-offenders.

Today’s interview is with Cathy Brown, Exec Director at Engage for Success, a UK-based social movement that is committed to promoting employee engagement as a better way to work that benefits individual employees, teams, and whole organisations. Cathy joins me today to talk all things employee engagement, why it’s important and what firms should be thinking about and what they should be doing if they want to boost their levels of employee engagement. This interview follows on from my recent interview – Great service comes from doing things upside down – Interview with John Timpson – and is number 181 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with Kerim Akgonul who is Senior Vice President of Products at Pega and is responsible for the company’s suite of Customer Relationship Management (CRM) applications. I had a chat with Kerim at their annual customer event: Pegaworld 2016to find out more about what they are up to, what makes them different and how they are fast becoming the big, new challenger in the CRM space. This interview follows on from my recent interview – Your people know the best ways to improve your organisation – Interview with Cathy Brown of Engage For Success – and is number 182 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with Jan Jensen Chief Marketing Officer at Cxense, a software as a service company that is enabling many of the world’s leading media, e-commerce and consumer brands to take control of their audience data to deliver more engaging and personalized user experiences. Jan joins me today to talk about personalisation, why many initiatives in this space fail, what firms can do about it and what role data and privacy concerns play. This interview follows on from my recent interview – Using analytics, decisioning and robotics to improve the employee and customer experience – Interview with Kerim Akgonul of Pega – and is number 183 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with Rob Walker, Vice President Decision Management and Analytics at Pegasystems and is responsible for the company’s suite of predictive decisioning technologies. I had a chat with Rob at Pega's annual customer event: Pegaworld 2016 to find out more about what makes Pega different and a bit more about their analytics and decisioning technology, how it can be applied and how it can improve the customer experience. This interview follows on from my recent interview – Most personalisation initiatives fail to improve customer experience – Interview with Jan Jensen of CXense – and is number 184 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today’s interview is with Rob Siefker, Senior Director of Customer Service Operations at Zappos.com and one of the speakers at Zappos Insights, a team within the Zappos Family of Companies that was created simply to help share the Zappos Culture with the world and to inspire positive change in the workplace. Rob joins me to talk about the School of Wow at Zappos Insight, what Wow service means to them, employee experience and holocracy. This interview follows on from my recent interview – Making customer interactions more human by using analytics, decisioning and artificial intelligence – Interview with Rob Walker of Pega – and is number 185 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.