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 • 36min
Trust, lean data and the rising importance of purpose as a customer preference - Interview with Jascha Kaykas-Wolff
Trust, lean data and the rising importance of purpose as a customer preference - Interview with Jascha Kaykas-Wolff, Chief Marketing Officer at Mozilla.
Dec 4, 2019 • 30min
Purpose and why it is important to employees and customers - Interview with Stan Phelps
Purpose and why it is important to employees and customers - Interview with Stan Phelps about his new book: Red Goldfish: Motivating Sales and Loyalty Through Shared Passion and Purpose.
Dec 4, 2019 • 20min
The most successful companies start by improving one customer journey at a time - Interview with Don Schuerman
The most successful companies start by improving one customer journey at a time - Interview with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems.
Dec 4, 2019 • 31min
Great service and why Basecamp only focuses on a couple of channels - Interview with Chase Clemons
Great service and why Basecamp only focuses on a couple of channels - Interview with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software. We talk about Basecamp’s CEO Jason Fried assuming personal responsibility for all customer refunds, what that means in practice, what it’s like to work at Basecamp, what customer service means for them, particularly when they have approx 50 people in 30 different cities around the world and how they deliver great service to their clients.
Dec 4, 2019 • 33min
Aligning the organisation around three key journeys and why passenger experience equals employee experience - Interview with Mattijs ten Brink of Transavia
Aligning the organisation around three key journeys and why passenger experience equals employee experience - Interview with Mattijs ten Brink of Transavia
Dec 4, 2019 • 23min
Opaque and transparent AI and the ethical implications for customer experience - Interview with Rob Walker
Opaque and transparent AI and the ethical implications for customer experience - Interview with Rob Walker, Vice President, Decision Management and Analytics at Pegasystems.
Dec 4, 2019 • 33min
Customer experience, personalisation and how not to be creepy - Interview with Tara Kelly
Customer experience, personalisation and how not to be creepy - Interview with Tara Kelly, President & CEO of SPLICE Software, who are helping retailers, insurance companies, and banks optimize customer communications through the marriage of patent-pending human voice software, and personalized automated messaging systems.
Dec 4, 2019 • 37min
How to rapidly scale and still maintain the highest customer service standards - Interview with Ed Ariel
How to rapidly scale and still maintain the highest customer service standards - Interview with Ed Ariel, VP of Customer Service at ezCater, the only US-wide marketplace for corporate catering.
Dec 3, 2019 • 23min
Big data and technology is undermining our ability to develop our own hunches - Interview with Bernadette Jiwa
Big data and technology is undermining our ability to develop our own hunches - Interview with Bernadette Jiwa, author of a new book: Hunch: Turn Your Everyday Insights into the Next Big Thing.
Dec 3, 2019 • 37min
Understanding a customers context is the key to self-service success - Interview with Bill Colleran
Understanding a customers context is the key to self-service success - Interview with Bill Colleran, President and Chief Executive Officer of AnswerDash, a predictive and artificial intelligence (AI) powered Q&A Saas platform that facilitates customer service for e-commerce businesses thereby reducing support costs and revealing customer needs.
