Punk CX: Customer Experience Insights with Adrian Swinscoe

This is the thirteenth 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 Social CRM, Customer Centric and Agile Business , I spoke to Laurence Buchanan who is Head of CRM & Social CRM at Capgemini...

This is number fifteen 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 What is a Chief Customer Officer , I spoke to Vala Afshar, Chief Customer Officer for Enterasys , is a premier global provider o...

Following hot on the heels from, Great customer service and customer experience requires emotional intelligence – Interview with Jo Causon of The Institute of Customer Service , today I am excited to introduce you to Qaalfa Dibeehi, chief operating and consulting officer of Beyond Philosophy ™, a pioneering global customer experience consultancy with offices in London and Atlanta. This interview m...

Following on from my recent interview, The emotional component of customer experience: the next competitive battleground – Interview with Qaalfa Dibeehi of Beyond Philosophy , today I am privileged to share with you an interview I recently conducted with Gary Burnison, Chief Executive Officer of Korn/Ferry International , the worldwide leader in executive recruitment and a premier provider of tale...

Following on from my recent interview, The Twelve Absolutes of Leadership: Interview with Gary Burnison, CEO of Korn/Ferry International , today I am privileged to share with you an interview I recently conducted with Martha Rogers and Don Peppers of Peppers and Rogers Group , a management consulting firm, recognized as the world's leading authority and acknowledged thought leader on customer-base...

Following on from my recent interview, Extreme Trust and why it’s important for your customers and your business – Interview with Martha Rogers and Don Peppers , today I want to share with you an interview that I recently conducted with Karl Chapman CEO of Riverview Law , a new type of law firm and one that is reinventing customer experience in the legal market. This interview makes up number twen...

Following on from my recent interview, Reinventing customer experience in the legal sector – Interview with Karl Chapman of Riverview Law , today I want to share with you an interview that I recently conducted with Mikkel Svane, Chief Executive Officer and Founder of Zendesk , a fast growing and venture-capital funded cloud based customer service platform. This interview makes up number twenty-two...

Following on from my recent interview, The customer service revolution is here and now – Interview with Mikkel Svane CEO of Zendesk , today I want to share with you an interview that I recently conducted with Will McInnes, Managing Director and co-Founder of NixonMcInnes , a Social Business Consultancy operating in London and Brighton. This interview makes up number twenty-three in the series of i...

Following on from my recent interview, Social Business: walking the talk and debunking some of the myths: Interview with Will McInnes of NixonMcInnes , today I want to share with you an interview that I recently conducted with Kevin Kruse, a serial entrepreneur, angel investor, and NY Times bestselling author. He speaks and writes about human capital, startup success and how to unleash your inner...

Following on from my recent interview, Employee engagement is not something that is done to employees – Interview with Kevin Kruse , today I'm very excited to share with you an interview that I recently conducted with Frank Eliason, the father of social service or customer service on social media, about his new book. This interview makes up number twenty-five in the series of interviews with autho...

Following on from my recent interview, #PositivelySocial and why customer service in social media is a failure – Interview with Frank Eliason , today I’m very excited to share with you an interview that I recently conducted with Ian McGarrigle, Chairman of the World Retail Congress about the upcoming conference in London on 19th-21st September where they will be discussing the key topics at the he...

Following on from my recent interview, Retailers and their customers – what’s now and what’s next – Interview with Ian McGarrigle of the World Retail Congress , today I’m very excited to share with you an interview that I recently conducted with Kerry Bodine, vice president and principal analyst in Forrester's customer experience research practice, about her new book: Outside In: The Power of Putt...

Following on from my recent interview, The Age of the Customer – Interview with Kerry Bodine about her new book Outside In , today I’m very excited to share with you an interview that I recently conducted with Alexis Dormandy, Founder at LoveThis, about his new venture: LoveThis , the place to find your friends recommendations on everything from restaurants to builders. Founded in 2010, and launch...

Following on from my recent interview, Spread the love – Interview with Alexis Dormandy of LoveThis.com , today I’m very excited to share with you an interview that I conducted with Joshua March, the CEO and co-founder of Conversocial , back in August about his company and social customer service. This interview makes up number twenty-nine in the series of interviews with authors and business lead...

Following on from my recent interview, Social customer service can make your business more customer focused – Interview with Joshua March, Conversocial , today I am very, very excited (this was one of my blogging goals this year!) to share with you an interview that I conducted with Chris Brogan CEO & President of Human Business Works , a business design company using publishing and media to p...

Following on from my recent interview, Build relationships with your customers that matter – Interview with Chris Brogan on The Impact Equation , today I am pleased to present to you an interview I did with Wendy Lea, CEO of Get Satisfaction , the leading customer engagement platform that helps companies build better relationships with their customers and prospects, through the best online custome...

Following on from my recent interview, True customer engagement is not based on click throughs or contests – Interview with Wendy Lea, CEO of Get Satisfaction , today I am pleased to present to you an interview I recently did with Dave Carroll , a singer songwriter and the maker of the famous United Breaks Guitars video on Youtube . Whilst still a singer songwriter, he is now also an entrepreneur,...

Following on from my recent interview, Customer service in the future will be a company wide mentality and not a department – Interview with Dave Carroll of United Breaks Guitars , today I am pleased to present to you a first: A follow on interview from the one I did with Karl Chapman of Riverview Law back in June. Karl and his team at Riverview Law were kind enough to invite me along to an event...

Today’s interview is with Rohit Bhargava, a trend curator, founder of the Non-Obvious Company , and the author of six best selling business books including the Wall Street Journal best seller Non-Obvious. Rohit joins me today to talk about his new book: Non Obvious Megatrends: How to See What Others Miss and Predict the Future , what he’s learnt about trends over the last ten years and what we sho...

Following on from my recent interview, Influence marketing, Klout, social scoring and why they are important – Interview with Mark Schaefer , today I want to share with you an interview that I conducted with Rob Brown , Systems Thinking Director at Aviva , who has done some great work using system thinking and has had fantastic results in improving customer satisfaction, the delivery of customer s...

Following on from my recent interview, Using systems thinking to improve customer satisfaction and employee engagement – Interview with Rob Brown of Aviva , today I am very excited as I want to share with you an interview that I conducted with David Hieatt, an entrepreneur that is not short on experience in creating businesses and brands that customers love. This interview makes up number thirty-s...

At the the Inbound Marketing UK conference that I wrote about in Inbound marketing is about content and context , I was able to catch up with a couple of the speakers for interviews for the blog. The first was with Mike Volpe, the Chief Marketing Officer of Hubspot , and you can check it out here: Inbound and content marketing may make up 80% of all marketing in the future . Following on from the...

Recently, I spoke to David Meerman Scott in Inbound marketing is about instant communications and creating content – Interview with David Meerman Scott . To follow that and as a result of my attendance at that conference, I met Richard Young ( @richard_y ), the Director of EMEA at Nimble. He arranged for me to speak to Jon Ferrara, the CEO of Nimble and a veteran and pioneer in the Customer Relati...

Today's interview is with John Jantsch of Duct Tape Marketing who has recently added The Commitment Engine to the set of books that he has authored. John is a legend when it comes to small business marketing and in our interview we talk about his latest book, why commitment and clarity are important to any business if you are to create fanatical fans and employees and shares some tips on how he ke...

I'm excited to share with you a recent interview I conducted with Seth about his new book project: The Icarus Deception . Seth is a bestselling author and a legend when it comes to marketing and business thought leadership. In our interview we talk about his latest book, the interesting way that he got it funded, why it is important to take risks and what is changing around us. This interview foll...