Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Jeff Gallino, CTO & Founder, and Conrad Liburd, AI feature engineer, at CallMiner , a provider of speech analytics solutions for improving agent performance and customer intelligence. Jeff and Conrad join me today to talk about bias in data and algorithms, discriminatory and racist calls in contact centres, what most companies do about them, what they should be doing...

Today’s interview is with Chip R. Bell , a keynote speaker and consultant in customer loyalty and service innovation as well as a 24 time author of books, many of which are focused on how we can improve customer service and experience. He joins us today to talk about his new book: Inside Your Customer's Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions , what it’s...

Today’s interview is with Brian Rafferty, the Global Director of Business Analytics and Insights at Siegel+Gale , a brand strategy, design and experience firm. They also define themselves as a simplicity company and help brands deliver simpler experiences to their customers. Brian joins me today to talk about simplicity and the performance of brands that have simplicity at their heart, how that re...

Today’s interview is with Joseph A. Michelli , Ph. D., C.S.P., is an internationally sought-after speaker, author, and organizational consultant. Joseph joins me today to talk about his new book: Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges , why he wrote the book, what can we learn from all of the leaders he talked to and...

Today’s interview is with Jeroen Corthout who is the co-founder and CEO of Salesflare , an intelligent CRM that has been built specifically for smaller businesses selling B2B. It is most popular with agencies and fast growing startup companies. Jeroen joins me today to talk about the problems that sales people have with CRM systems and what he is seeing in the service and experience market and wha...

Today’s interview is with Steven Van Belleghem who is an international keynote speaker, entrepreneur and best-selling author. Steven joins me today to talk about his new book: The Offer You Can't Refuse: What If Customers Want More Than Excellent Service? , the core premise, what the future looks like, what we can learn from it and how it can help us deliver better service and experience outcomes....

Today’s interview is with Richie Manu, who is Programme Director (Culture & Enterprise) at University of the Arts London , a multi-award-winning lecturer, a designer, creative consultant and author. Richie joins me today to talk about how the student and educator experience has changed over the last few months, what customer experience means to him and design-led, creative businesses and art e...

Today’s interview is with Paul Adams who is the SVP of Product at Intercom , which helps brands build their customer relationships through conversational, messenger-based experiences across the customer journey. Paul joins me today to talk about putting proactive support back on the agenda, what proactive support means for support teams, what’s stopping support teams getting started and the future...

Today’s interview is with Sandra Thompson, a published consultant, lecturer, course leader and trainer in the field of customer experience, emotional intelligence and, more recently, remote work. Sandra joins me today to discuss emotion, empathy and emotional intelligence in customer experience, the need for and value of empathy, the difference and relationship between emotion, empathy and emotion...

Today’s interview is with Allison McDougall who is the SVP of Global Revenue at Amplexor , a leading digital solution provider offering global compliance, digital experience and content solutions. Allison joins me today to talk about language, culture and what it takes to deliver a great customer experience when operating across borders or across multiple languages and cultures. This interview fol...

Today’s interview is with Anese Cavanaugh, creator of the IEP Method® (Intentional Energetic Presence®), an advisor and thinking partner to leaders and organizations around the world, a keynote speaker, and author of the books Contagious Culture and Contagious You. She joins me today to talk about showing up, leadership, the IEP Method, what we can learn from it and how it can help us deliver bett...

Today’s interview is with Clare Muscutt who is recognised as one of the most prominent and valued millennial voices in CX, an international consultant, keynote speaker and soon to be the author of the book ‘How to be Awesome at CX’’. She is also the leader of the Women in the CX community and host of the podcast ‘Inspiring Women in CX.’ She joins me today to talk about her Women in CX community, h...

Today’s interview is with Nick Mehta CEO of Gainsight , a customer success technology provider that helps businesses retain customers and drive company growth. Nick joins me today to talk about his new book, The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift , what customer success is, why it is going to become increasingly important to organizations given...

Today’s interview is with Stefan Thomke , who is the William Barclay Harding Professor of Business Administration at Harvard Business School . Stefan joins me today to talk about his new book, Experimentation Works: The Surprising Power of Business Experiments , what does experimentation mean, what does it look like, what are the benefits, why does it matter for customer service and experience lea...

Today’s interview is with Rachel Neaman, a technology leader, Non-Executive Director, leadership mentor and coach with extensive experience in the technology, health, governmental, digital and not for profit fields. Rachel joins me today to talk about some of the organisational changes taking place that she has noticed over the last few months, some of the challenges facing us, how leadership has...

Today’s interview is with Jenn Graham, Founder and CEO of Civic Dinners , who design and facilitate conversations on key topics that can help organizations build a more inclusive culture with employees, stakeholders, customers and the greater community. Jenn joins me today to talk about Civic Dinners, difficult conversations, what stops organizations having them, what are the benefits when they do...

Today’s interview is with Dean Robison who is the SVP of Global Technical Support at ServiceNow . Dean joins me today to talk about his experience of moving 1,000 employees spread out over 9 locations around the globe to remote working, his experience through the pandemic so far, what’s gone well, what’s not gone so well, what they have learned and what they are focusing on going forward. This int...

Today’s interview is with Jo Causon, Chief Executive of The Institute of Customer Service . Jo joins me today to talk about the July 2020 update of the UK Customer Satisfaction Index (The state of customer satisfaction in the UK) , what we can learn from it and what companies should be focusing on. This interview follows on from my recent interview – A quest to make technology emotionally intellig...

Today’s interview is with Rana el Kaliouby, CEO of Affectiva , an emotion measurement technology company that grew out of MIT's Media Lab. Affectiva has developed software to recognize human emotions based on facial cues or physiological responses. She is also author of a new book: Girl Decoded: My Quest to Make Technology Emotionally Intelligent – and Change the Way We Interact Forever . Rana joi...

Today’s interview is with Alex Edmans, a Professor of Finance at London Business School who focuses on responsible business. He has just published a new book called: Grow the Pie: How Great Companies Deliver Both Purpose and Profit and joins me today to talk about the book, how it came about, what we can learn from it and why it matters. This interview follows on from my recent interview – Innovat...

Today’s interview is with Dan Frohnen, CMO at Sendoso , a cloud-based direct mail and engagement platform that gives companies the ability to send direct mail, eGifts, wine, company swag, handwritten notes, welcome kits, and custom gifts. Dan joins me today to talk direct mail, why direct mail is not used as much as it could or should be, waste, sustainability and lessons that have emerged in the...

Today’s interview is with Tom Peters, author of numerous business books (18 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr) . This is the second time that Tom has been on the podcast. The first time was in 2018 ( Striving for excellence has never been more important ) where we talked about his latest book...

Today’s interview is with Leon Gauhman, Elsewhen’s Director of Product and Strategy. Leon joins me today to talk about why enterprise software and particularly enterprise CX software is still so terrible, the power of the umbrella in the age of Unix philosophy, why we should all be focusing on delighting our customers, why beautiful and functional is the highest degree of problem solving and also...

Today’s interview is with Don Schuerman who is the CTO & Vice President of Product Strategy and Marketing at Pegasystems . Don joins me today to talk about Pegaworld iNspire, Center-Out™, Process Fabric™, Ethical Bias Testing and what it is going to take to succeed and thrive, particularly when it comes to delivering an outstanding customer experience, in this changing world we live in. This i...

Today’s interview is with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and online customer experience . He has just published a new book called: World Wide Waste and joins me today to talk about the book, how it came about, what we can learn from it and why it matters. This interview follows on from my re...