Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Nick Misewicz, Customer Success Manager at Pura Vida Bracelets . The company was founded in Costa Rica in 2010 and is headquartered in La Jolla in California. They sell hand-crafted bracelets and jewelry online and through boutique stores. Their bracelets and jewellery are made by 800+ artisans worldwide with the proceeds going back to the artisans. Nick joins me today to...

Today’s interview is with Tom Libretto, the CMO of Pega , an enterprise software vendor that focuses on customer engagement, intelligent automation and customer service solutions for the world's largest brands. Tom joins today to talk about the upcoming PegaWorld iNspire, the annual conference from Pegasystems, what we are likely to see and learn, some of the big challenges that enterprises are cu...

Today’s interview is with Lauren Currie OBE , the CEO of Stride . They are on a mission to democratise leadership development. Lauren joins me today to talk about leadership, Stride, the problem with leadership development, what they are trying to do to solve this problem and what we should all be doing to develop their our own leadership skills and experience capabilities. This interview follows...

Today’s interview is with Duncan Macdonald, Chief Information Officer (CIO) at UPC Switzerland , which is part of the Liberty Global group. Duncan joins me today to talk about leadership, what it takes to really empower people, his journey to where he is now and how he had to unlearn a lot of things in order to lead the way that he now does. Thanks go to the folks at Pega who help set this intervi...

Today’s interview is with Claire Whitaker, a product and artificial intelligence (AI) consultant , who over the last nine years has worked in lean innovation, customer experience (CX), product management and technology including AI teams at top companies across industries, including Amazon. Claire joins me today to share some insights from her experience and, particularly, from her time at Amazon....

Today’s interview is with Joel Bailey, who is a Director at EY Seren , the global design consultancy within EY. Joel is a friend of mine, someone I have worked with and a really interesting thinker when it comes to service. Our conversation was precipitated by the publication of an article he wrote ( 2020: A new decade of service ) earlier this year. So, we set up a time to chat to talk about why...

Today’s interview is with Dennis Tourish who is Professor of Leadership and Organisation Studies at University of Sussex Business School . Dennis joins me today to talk about the problems plaguing modern academic management and leadership research, challenges facing the modern organisation and leaders, progressive business and the problems with current leadership thinking. This interview follows o...

Today’s interview is with Sydney Brouwer , a customer experience speaker, author and masterclass leader. However, this one is a little different as this time Sydney turns the tables and interviews me for his podcast. We had a great conversation so I thought I would share it with you nice folks over here :) Sydney and I talk about the state of customer experience, Punk CX, what it means to be a pun...

Today’s interview is with Ari Weinzweig is CEO and co-founding partner of Zingerman's Community of Businesses , a gourmet food business group headquartered in Ann Arbor, Michigan, USA. Inc. Magazine described Zingerman's as the "Coolest Small Company in America”. Meanwhile, they have been featured in the Harvard Business Review and on MSNBC for their business practices and Bo Burlingham in his boo...

Today’s interview is with Mads Fosselius, CEO of Dixa , a global customer service tech company that is on a mission to help brands build friendships with their customers, break down technology silos and eliminate bad customer service. Mads joins me today to talk about ticketing, why we are moving into a conversational age, what’s wrong with many ticketing systems and what we should be thinking abo...

Today’s interview is with Mark Curtis, Chief Client Officer at Fjord (part of Accenture Interactive). Mark joins me today to talk about Fjord’s new Trends 2020 report, some of the trends, what they mean and what we should be thinking about when it comes to improving customer experience. This interview follows on from my recent interview – Rethinking the experience of life insurance – Interview wit...

Today’s interview is with Adam Weinberg, the brand director at Haven Life , a digital life insurance agency that’s backed and wholly owned by MassMutual. Adam joins me today to talk about innovating in a very traditional industry, magic tricks, what we can learn from Haven Life’s experience and what are the main things that we should be doing to improve the customer’s experience. This interview fo...

Today’s interview is with Micah Solomon, a best-selling author, hands-on customer service consultant, keynote speaker, trainer, and one of the world's leading experts on customer service, company culture, and the customer experience. He is also considered to be “the customer service turnaround expert”. Micah joins me today to talk about his new book: Ignore Your Customers (and They'll Go Away) , w...

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and global leader of Deloitte Leadership. He joins me today to talk about Deloitte’s newly released annual 2017 Global Human Capital Trends Report , some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and emp...

Today’s interview is with Rob Tarkoff, President and CEO of Lithium Technologies , a digital customer experience platform company. Their technology both powers some of the world’s largest online communities and helps some of the worlds largest brands with social customer care and publishing. Rob joins me today to talk about some recently published research, engagement, what it is, what it isn’t, w...

Today’s interview is with Pim de Morree, co-founder at Corporate Rebels , who are on a mission to make work more fun. Pim joins me today to talk about their research, their journey to date, progressive organisations, and the arrival of their new book: Corporate Rebels: Make work more fun . This interview follows on from my recent interview – A lot of organisations talk outside in but their systems...

Today’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard , a consultancy company he formed in 1985 and the inventor of 'The Vanguard Method'. John joins me today to talk about his new book: Beyond Command and Control , the problem with current management practices and how we need to unlearn the way that we operate service based organisations if...

This is the eleventh in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, I spoke to Duncan Cheatle about The Prelude Group , The Supper Club , ThanksTo , being one of the founding team behind StartUp Britai...

This is the tenth in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, I spoke to Professor Patrick Barwise of London Business Schoo about his new book, Beyond the Familiar , creating long-term growth and ch...

This is the 9th interview of this year and I think you are in for a treat. Today's interview is with Professor Patrick Barwise of London Business School about his new book, Beyond the Familiar . Now, this is quite a long interview….a shade over an hour. I did contemplate cutting it into sections but there is such a lot of great stuff in there that I couldn't bring myself to do that. So, forgive me...

Earlier this year, I published a post called The Wow! Awards – The missing key to employee engagement and great service? . Following on from that post, I was able to interview the man behind The Wow! Awards , Derek Williams. In this interview we talked about his mission, changing the way that companies think, how you can measure how your company is feeling, customer service, customer experience an...

A few weeks ago, I was sent a review copy of Guy Kawasaki’s book, Enchantment: The Art of Changing Hearts, Minds, and Actions . Last week following various via bits of email correspondence and travel coincidences, I was able to meet Guy in London to ask him about the book and that is the topic of the podcast. In our discussion, we talk about being enchanting, what it takes to create enchantment, t...

This is the fifth in the series of interviews with business leaders in the 'customer' space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, I spoke to Scott Gould of Like Minds , Aaron+Gould and Scott Gould & friends about leadership, building communities and the world of...

Late last month, I wrote a post called Three strategic pillars for 2011 , where I explained the different themes I would be pursuing on the blog over the course of the year. One of them - Curate - was about finding and sharing content from different thought leaders, writers and entrepreneurs. I first thought that this would be only be via video interview but as it has turned out it will be via a c...

This is the twelfth in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. Previously, in Adobe, Customer Experience Management (CEM) and fear in the boardroom , I spoke to Rob Pinkerton, Senior Director of Product Market...