Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Mark Lancaster, who is CEO of SDL , who provide technology and services to optimize the global customer experience for clients all over the world, including 42 of the top 50 global brands. Mark joins me today to talk about the challenges of delivering a global customer experience and what it takes to be successful at it. This interview follows on from my recent interview:...

Today’s interview is with Girish Mathrubootham, who is founder and CEO of Freshdesk , an online customer support Saas software solution. Girish joins me today to talk about how to turn customer service into a marketing opportunity/asset. This interview follows on from my recent interview: Most websites fail to facilitate the customer journey – Interview with Mark Lancaster of SDL – and is number n...

Today’s interview is with Nick Chater, who is Professor of Behavioural Science, Warwick Business School and co-founder of the research consultancy Decision Technology . Nick joins me today to talk about behavioural science, how our brains are hot-wired to make us all storytellers and how we can apply lessons from behavioural science to help us deliver better customer service and a better customer...

Today’s interview is with Charlie Peters, who is Senior Executive Vice President of Emerson , a diversified global manufacturing and technology company that is working to solve the world's most complex engineering challenges. Emerson has a market capitalisation of$45 billion, approximately 135,000 employees and 235 manufacturing locations worldwide. Charlie is a 40+ year veteran of Emerson and his...

Today’s interview is with Matt Gorniak, Co-founder/COO at G2 Crowd, a new source for crowdsourced and trusted business software reviews, covering everything from CRM to accounting to content management systems to supply chain and logistics and all the way back again. I wrote about G2 Crowd before in Choosing and comparing CRM software? – Pointers from the crowd and Matt joins me today to talk abou...

Today’s interview is with Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske at Princeton of a new book: The Human Brand: How We Relate to People, Products, and Companies . Following an introduction by Stan Phelps, who reviewed the book here , Chris was kind enough to make some time to talk to me about the book, what's changing around us and how we can make bu...

Today’s interview is with Huggy Rao, Atholl McBean Professor of Organizational Behavior and Human Resources at Stanford Graduate School of Business and co-author of a new book, with Robert Sutton, called: Scaling Up Excellence: Getting to More Without Settling for Less . Huggy joins me today to talk about the book, the key scaling challenges that confront every organization and how you spread pock...

Today’s interview is with Gary Ambrosino, President and COO of Timetrade . Gary joins me today to talk about the the work that they are doing helping a number of top banks in the USA transform their in-branch customer experience, how every retailer can now deliver a ‘Genius Bar’ experience and what retailers can do to reduce the affects of ' showrooming '. This interview follows on from my recent...

Today’s interview is with Sid Banerjee, CEO of Clarabridge , a leader in the Customer Experience Management (CEM) space, particularly when it comes to helping firms mine their customer data to make better business decisions. Sid joins me today to talk about why he thinks industry, what firms can do to respond to the changes around them how they should be leveraging the right data from the right so...

Today’s interview is with Rob Howard who is the Chief Technology Officer of Zimbra , a leader in the unified collaboration software space. Their solutions include email, calendaring, file sharing, activity streams, social communities and more. Rob joins me today to talk about how Texas Instruments leverages Zimbra's online community software to drive customer feedback and how to build valuable and...

Today’s interview is with John Jantsch of Duct Tape Marketing who has recently added Duct Tape Selling to the set of books that he has authored. John joins me today to talk about his new book, how sales in changing and what sales people and businesses can do to adapt to their changing environment to help serve their customers better. This interview follows on from my recent interview: Building val...

Today’s interview is with John Marick, the co-founder and CEO of Consumer Cellular , a fast-growing and awarding winning provider of cell (mobile) phones and services in the US. John joins me today to talk about his company, why they are growing so fast, what rules they are breaking and what they are doing differently. This interview follows on from my recent interview: The art of selling has to c...

Today’s interview is with Jess Stephens, Director and Co-founder of TagPoints , a mobile proximity marketing platform that uses beacon technology to help retailers gain loyal customers and generate valuable data. Jess joins me today to talk about her company, their growth, customer loyalty and what they are doing differently. This interview follows on from my recent interview: Not having contracts...

Today’s interview is with Bob Thompson, CEO of CustomerThink Corp. and Founder/Editor-in-Chief of CustomerThink.com , the world's largest community dedicated to customer-centric business. Bob’s also just authored a book: Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies and joins me today to talk about the book, what he thinks being customer centric really means and the...

Today’s interview is with Dr. Jack Lewis, Managing Director and Founder of NeuroFormed and recent author, with best selling author and motivational speaker Adrian Webster , of Sort Your Brain out . Jack joins me today to talk about the book, what neuroscience can teach us about customer service and how customers make decisions. This interview follows on from my recent interview: The habits of lead...

Today’s interview is with Nick Barlow, who is in charge of Creative and Media for Small Batch Coffee - a Brighton based (and local to me) ‘Boutique Coffee Roaster’ who sell coffee online (retail and wholesale) and also operate 7 coffee shops/vans around Brighton, Sussex. Nick joins me today to talk about the Small Batch Coffee, their story, social media and how they have used it to serve their cus...

Today’s interview is with Joan Babinski, founder and vice president of marketing at Brainshark , which helps thousands of companies around the world improve productivity with cloud-based business presentation solutions for sales, marketing and training. Joan joins me today to talk about Brainshark and how they built a community of customer advocates that helped them grow their business. Background...

Today’s interview is with Jan Jensen, the CMO of Trustpilot , an open, review-driven community connecting online consumers. Through their platform Trustpilot also help companies proactively collect reviews and get real insight from their customers. Launched in 2007, their service has seen rapid adoption with already more than 7.5 million reviews of over 85,000 individual companies. The company has...

Today’s interview is with Vivek Jetley, Senior Vice President and co-Head of Analytics and Head of Corporate Strategy at EXL , a business process solutions company that integrates operations management services, decision analytics and technology platforms to help their clients deliver immediate results and long-term business impact. Vivek joins me today to talk about how companies need to create c...

Today’s interview is with Steve Abernethy, Executive Chairman andCo-founder of SquareTrade , the leading extended warranty service provider for consumer electronics and appliances. Steve joins me today to talk about SquareTrade, why they have made their company's focus customer happiness, how they’ve made a traditionally ‘uncool’ sector cool and how customer loyalty is changing. This interview fol...

Today’s interview is with Steve Sims, Chief Design Officer & Founder of Behavior Lab at Badgeville , the number one gamification platform for enterprises. Steve joins me today to talk about Badgeville, the work they do, customer loyalty and the motivation and psychology behind loyalty programmes. This interview follows on from my recent interview: Customer loyalty is becoming a collective expe...

 Today’s interview is with Nicola Millard, Customer Experience Futurologist at BT , where she heads up customer insight & futures with BT Technology, Service & Operations' Global Innovation team . Some of you may remember my previous interview with Nicola last year ( Customers, customer service, customer experience and crystal balls – Interview with Dr Nicola Millard of BT ). Well, I decid...

Today’s interview is with David Meerman Scott , an internationally acclaimed business strategist, author, entrepreneur, advisor to emerging companies, and public speaker. David joins me today to talk about his new book that he co-authored with his daughter Reiko: Fanocracy: Turning Fans into Customers and Customers into Fans , how it came about and what we can learn from it. This interview follows...

This is the fourteenth 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 Customer complaints are great , I spoke to Michael Hill of ComplaintsRGreat ( complaintsrgreat.com ), a business that specialise...

Today’s interview is with Dr Mark Smith who is CEO and co-founder of ContactEngine , a multi-channel, interactive contact engine, whose cloud based software helps their clients improve efficiency, lower costs and drive growth through happier customers. I met Mark at the recent 20:20 Customer Experience Summit in London and he told me about what they were doing, who they were working with and the s...