Punk CX: Customer Experience Insights with Adrian Swinscoe
Adrian Swinscoe | Customer Experience Strategy Expert
Adrian Swinscoe discusses customer experience and strategy with industry leaders in this engaging series about how to deliver a standout customer experience and service.
Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues.
Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.
Topics covered in the interviews include customer service, customer experience, customer engagement, employee experience, employee engagement, technology, adaptable and responsive organizations, digital transformation, high-performing teams, how to best leverage artificial intelligence to drive better outcomes, other new technologies and related issues.
Essentially, Adrian is looking for practical clues and insights that will help you build a business that both customers and employees love.
Episodes
Mentioned books
Dec 4, 2019 • 31min
Creating a customer obsessed culture and going from NPS -4 to +80 - Interview with Amy Downs of Lifesize
Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize's transformation and what it takes to turn an Net Promoter score (NPS) of - 4 into a score of +80 in roughly 730 days.
Dec 4, 2019 • 42min
Building a culture of good engages customers, employees and drives business results - Interview with Ryan McCarty and Scott Moorehead
Building a culture of good engages customers, employees and drives business results - Interview with Ryan McCarty and Scott Moorehead, founders of Culture of Good and the authors of a new book: Build a Culture of Good.
Dec 4, 2019 • 38min
Insights from inside some of the world's highest performing organisations - Interview with Brian MacNeice
Insights from inside some of the world's highest performing organisations - Interview with Brian MacNeice, co-author of Powerhouse: Insider accounts into the world’s top high-performance organizations.
Dec 4, 2019 • 29min
The power of social recognition in employee engagement - Interview with Ketti Salemme of TINYpulse
The power of social recognition in employee engagement - Interview with Ketti Salemme of TINYpulse, an employee engagement platform that combines pulse surveys, peer recognition, and performance reviews.
Dec 4, 2019 • 38min
Bringing together disparate data sources is key to creating stand out customer experiences - Interview with Dave O'Flanagan of Boxever
Bringing together disparate data sources is key to creating stand out customer experiences - Interview with Dave O'Flanagan of Boxever
Dec 4, 2019 • 58min
An agile manifesto for customer success - Interview with Todd Eby of Success Hacker
An agile manifesto for customer success - Interview with Todd Eby of Success Hacker
Dec 4, 2019 • 45min
Understanding consumer behaviour by going to the gemba - Interview with Michael Solomon
Understanding consumer behaviour by going to the gemba - Interview with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia and the author of one of THE books, if not THE original book, on consumer behaviour.
Dec 4, 2019 • 28min
How D.O.M.O.R.E. will help you deliver an outstanding customer experience - Interview with Blake Morgan
How D.O.M.O.R.E. will help you deliver an outstanding customer experience - Interview with Blake Morgan about her new book: More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences.
Dec 4, 2019 • 34min
Focus on the right things to drive your own customer experience revolution - Interview with Susan Ganeshan
Focus on the right things to drive your own customer experience revolution - Interview with Susan Ganeshan of Clarabridge
Dec 4, 2019 • 23min
The ROI of investing in employee experience - Interview with Jacob Morgan
The ROI of investing in employee experience - Interview with Jacob Morgan about his new book: The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces They Want, the Tools They Need, and a Culture They Can Celebrate
