Punk CX: Customer Experience Insights with Adrian Swinscoe

Only 20 percent of support teams provide self service and other customer experience trends - Interview with Jeff Titterton CMO of Zendesk. Jeff joins me today to talk about the new Zendesk Customer Experience Trends Report 2019, the main findings of the report, what’s driving the widening gap between what customers expect and what companies can deliver and what can companies do to close the gap.

Understanding friction and reward in customer experience - Interview with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus reward. Richard and Rocky join me today to talk about Richard’s new book: Friction/Reward: Be your customer's first choice, the work that they are doing at Uncrowd and why we should pay attention, particularly when it comes to creating a better customer experience.

CEOs have to come to accept that CX is their responsibility - Interview with Jeanne Bliss, the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer and joins me today on the podcast for something different. Rather than conducting a straight up interview, we rummage around some of the big issues and challenges in customer experience right now in a short and punchy rant-off. We also talk a little bit about Jeanne’s new book: Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers. Hope you like it.

Agatha, NLU and turning customer support agents into geniuses - Interview with Deon Nicholas , Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how Agatha aims to make it easy to be a “genius” at customer support.

You can't transform something you don't understand - Interview with Annette Franz, founder and CEO of CX Journey Inc and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience.

Audio is an overlooked dimension of the customer experience - Interview with Jeff Yasuda, the CEO and co-founder of Feed.fm (Music as a Service), which helps game developers, content publishers, and e-commerce retailers increase customer engagement, retention, and conversions by incorporating popular music into their environments-- at the lowest possible cost. Jeff joins me today stop talk about Feed.fm, the impact of music on customer experience and what others can learn from their experience.

Taziki's is closing the disability employment gap and enriching their customer and employee experience at the same time - Interview with Dan Simpson, CEO of Taziki's Mediterranean Café, which is a fast casual chain of franchised restaurants based in Birmingham, Alabama that purveys Greek and Mediterranean cuisine such as gyros, sandwiches, soups, and salads. Dan joins me today to talk about Tazikis and eudaimonia, what it is, how they bring it to life, bringing hope and joy to others and what companies should be doing differently to improve their customer experience.

If you want to improve your B2B customer experience, manage customer distress - Interview with Robert C. Johnson, the co-founder and CEO of TeamSupport.com, a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Robert joins me today to talk about the difference between B2B and B2C customer experience, the Customer Distress Index (CDI) and what B2B companies should be doing differently to improve their customer experience.

The Commonwealth of Self Interest and customer engagement - Interview with Paul Greenberg, best-selling author and founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services. He is often called the “Godfather of CRM” and joins us today to talk about his new book: The Commonwealth of Self Interest: Business Success Through Customer Engagement, what engagement really is, the challenge and what we should be doing to improve how we serve our customers.

Given the choice 75 percent of customers would prefer to use messaging channels for service - Interview with Joshua March, Founder and Board Director of Conversocial, a digital care platform for social messaging, and also author of Message Me, a book about the future of customer service in the era of social messaging and artificial intelligence. Joshua joins me today to talk about some recent research that Conversocial just released, the overall state of digital customer care, what the future of messaging and customer care looks like and what we should be doing about it.