Punk CX: Customer Experience Insights with Adrian Swinscoe

The uniqueness in everyone is the largest asset you have in customer experience - Interview with Sam Johnson, VP of customer experience at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices. Sam joins me today to talk about the idea that despite the fact that Jamf is a ‘tech’ focused company, most of the people that they hire don’t have tech backgrounds, why they taken that approach, how it came about, what the benefits have been and what others can learn from it.

The Future Of Work, Workforce Experience and Being Digital - Interview with Erica Volini, who is the US Human Capital leader for Deloitte Consulting. Erica joins me today to talk about the Future Of Work, the implications for organisations, organisational transformation, Digital DNA and how the employee experience fits into all of this.

The more you invest in technology the more you have to invest in human beings - Interview with Arnaud de Lacoste Chief Marketing Officer of Sitel and Founding Partner of Group Acticall, a world leading provider of customer experience management & business process outsourcing solutions. Arnaud joins me today to talk about data, big and small, causation and correlation, the use of AI, the impact on insight and what brands should be doing to better connect with their customers.

Corporate Rebels and their bucket list show how to create inspiring workplaces - Interview with Pim de MorreeCo-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about Corporate Rebels, their quest to make work more fun, their Bucket List and what they have learned so far. This interview follows on from my recent interview – The more you invest in technology the more you have to invest in human beings – Interview with Arnaud de Lacoste – and is number 243 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.

Public Enemy and getting practical with AI in the contact centre - Interview with Mikhail Naumov, Co-Founder & President of DigitalGenius, a venture backed artificial intelligence (AI) company based in San Francisco & London. Digital Genius is focused on eliminating the mindless work customer service teams often have to deal with on a day to day basis so that they can focus on complex issues that technology, like a bot can't handle. Mikhail has also just published a book: AI Is My Friend: A Practical Guide for Contact Centers. As result, Mikhail joins me today to talk AI, contact centres, hype, reality and the new book.

Brands can create a better customer experience by being purpose driven - Interview with Alicia Tillman, the new global Chief Marketing Officer (CMO) of SAP, the world’s largest provider of enterprise application software. Alicia joins me today to talk purpose and how brands can create a better customer experience by being a purpose driven brand.

The future of customer experience and how digital transformation is as much a human problem as it is a technology problem - Interview with Brian Solis, Principal Analyst and Futurist at Altimeter, a Prophet Company. Prophet is a consultancy that helps clients find better ways to grow by creating relevant brands and customer experiences, driving accelerated growth strategies and leveraging digital as a transformative force. Brian joins me today to talk about the state of customer experience, digital maturity, digital transformation, digital Darwinism and the future of customer experience.

Getting live chat right is much more than a software sale - Interview with Jamie Edwards of Kayako, co-founder and COO of Kayako, an omni-channel customer service platform that their customers use to talk to and support their customers. Jamie joins me today to talk about some recent research that they have conducted on the uses and successes of live chat software, what are companies getting right and what are they getting wrong and what customer service leaders should be fixing or doing differently when it comes to live chat.

Fairness For All, workplace happiness and an inside look at the John Lewis Partnership - Interview with Lord Mark Price, former Managing Director of Waitrose and Deputy Chairman of The John Lewis Partnership and author of Fairness For All (the first book to explore the unique and much admired model of the John Lewis Partnership).

The Age Of Agile and why agile is more than a tool or method - Interview with Steve Denning, who describes himself as a writer, author, journalist and a renaissance man. He is very modest so I have included a more detailed bio for him below. As well as being a fellow Forbes contributor, he has just published a new book called The Age of Agile: How Smart Companies Are Transforming the Way Work Gets Done and joins me to day to talk about the new book, the imperative behind it and what leaders and entrepreneurs need to be thinking about in order to build and sustain competitiveness in their organisations.