Punk CX: Customer Experience Insights with Adrian Swinscoe

Ethics, technology and the impact of our decisions on customers and employees - Interview with Cennydd Bowles, a designer and writer focusing on the ethics of emerging technologies. Cennydd joins me today to talk about ethics, technology, emerging technology, design and the impact of the decisions we make on customers and employees.

Customer success needs to be the responsibility of the entire organisation - Interview with Fred Shilmover, the CEO and co-founder of InsightSquared, a provider of sales intelligence solutions for high-growth technology companies. Fred joins me today to talk about InsightSquared and their journey with implementing a customer success programme and how and why they changed it.

A story of putting Dan Pink's Mastery, Autonomy & Purpose into practice - Interview with Jeremiah Smith, President and CEO of SimpleTiger, a boutique digital marketing agency that specializes in SEO for entrepreneurs and software as a service firms. Jeremiah joins me today to talk about management styles and SimpleTiger’s discovery of Dan Pink’s three elements of motivation (autonomy, mastery, and purpose) and how they have developed a management system/approach that puts these three into practice.

Today’s interview is with Anne Bahr Thompson, pioneer of the Brand Citizenship movement, founder of OneSixtyFourth and author of a new book: DO GOOD: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Anne joins me today to talk about brand citizenship, her research, her new book and the power of aligning purpose, profit and doing good in business.

Today’s interview is with Katherine LaVelle, Managing Director and North America Lead for Talent & Organization at Accenture Strategy. Katherine joins me today to talk about a new piece of research (New Rules for Engagement) which is based on interviews with 200 C-suite executives and a survey of more than 11,000 employees and consumers globally and explores the hypothesis that proactively reskilling the C-Suite can lead to both personal and bottom line benefits. This interview follows on from my recent interview – The secrets behind Airbnb’s customer experience – Interview with Joseph Michelli – and is number 324 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.

The role of voice in the future of customer experience - Interview with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that allows marketers to drive, track and automate inbound calls for better leads, greater marketing insight, and more customers. Gregg joins me today to talk about a recent report they have released, the impact of voice assistants on customer experience and the role of both intelligent voice assistants and the contact centre in the future of customer experience.

A tool to help us make better decisions and improve business, customer and employee outcomes - Interview with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about his new book: The Grid: The Decision-making Tool for Every Business (Including Yours), why he wrote it, what problem it solves and what we can learn from it.

An honest and open discussion about how and why we evolved our approach to customer success - Interview with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it.

Engagement, why do we do what we do and why does it matter to our customers - Interview with Scott Gould, an engagement advisor, speaker and author of the recent book: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities. Scott joins me to talk about his new book, what engagement is and what it isn’t, what most organisations get wrong when it comes to engagment, what we can learn from his book and how we can put it into practice so we can generate more of it with both our customers and our people.

Striving for excellence has never been more important - Interview with Tom Peters, author of numerous business books (18 in total) and speaker. He joins me to talk about his latest book: The Excellence Dividend: Meeting the Tech Tide with Work That Wows and Jobs That Last, what companies should be focusing on in the face of rapidly evolving technology, why striving for excellence is more important than ever, what that means and how we can put excellence at the heart of everything we do.