Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Jamie Anderson, Global Vice President Product Marketing, Customer Engagement & Commerce at SAP . Jamie joins me today to talk about a concept called brand self-awareness, what we can learn from the Scottish poet, Robert Burns, and what customer engagement really means. This interview follows on from my recent interview: Improve customer experience by surveying your cu...

Today’s interview is with Adrian Collins, the MD of Ziggurat Brands . Adrian joins me today to talk about innovation and a business and set of products (bac<) that they have developed that aims to transform back-care in the UK. This interview follows on from my recent interview: Customer engagement and lessons from the Scottish poet, Robert Burns – Interview with Jamie Anderson of SAP – and is...

Today’s interview is with Alan Trefler, who is the Founder and Chief Executive Officer of Pegasystems , the publicly traded American software company which has several products that focus on customer service and predictive analytics. Alan joins me today to talk about his new book: Build For Change , which argues for a complete overhaul of how businesses think about and use technology to create cus...

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 hi...

Today’s interview is with Peter Kriss, Senior Research Scientist at Medallia , whose software helps corporations track and manage the experiences of their customers. Medallia’s software, delivered as an Internet service, integrates and delivers data from everywhere that a company that touches a customer, analyses it and presents it visually so that employees can see very quickly what is going on a...

Today’s interview is with David Mattin, Head of Trends & Insights at trendwatching.com , who help over 260,000 subscribers and 1,200+ clients understand the new consumer and uncover innovation opportunities through their reports and trend watching services. David joins me today to talk about their September 2014 Trend Briefing - The Future Of Customer Service: Five trends that will redefine gr...

Today’s interview is with Geraldine McBride, CEO of MyWave , a next generation CRM solution that puts the customer in charge of their data and their experience. Geraldine joins me today to talk about MyWave, the emerging Personal Information Management (PIM) / Customer Managed Relationship (CMR) space and how we are moving from the era of CRM (Customer Relationship Management) to the era of CMR (C...

Today’s interview is with Carey Smith, founder & CEO (Chief Big Ass), and Dave Waltz, Customer Advocate, of Big Ass Fans , a manufacturer of high-volume low-speed fans for industrial, agricultural, commercial and residential use. Carey and Dave join me today to talk about how their customer service strategy has been central to growing the business from $34 million in revenue in 2009 to a proje...

Today’s interview is with Ted Coiné and Mark Babbitt, co-authors of a new book called: A World Gone Social: How companies must adapt to survive . They join me to talk about their book, the challenges that they see many firms facing, how to address these challenges and why customer service is not only an issue for whole organisations but is also a leadership issue. This interview follows on from my...

Today’s interview is with Stew Bloom, CEO of Aspect , who help enterprise contact centres deliver their customer experiences across every channel through their software platform. Stew joins me today to talk about proactive customer service and why proactive customer service drives customer loyalty. This interview follows on from my recent interview: Social leadership and why the C-Suite has to go...

Today’s interview is with Angela O’Connell, the Strategy & Marketing Director for MetaPack . Founded in 1999, MetaPack provides a SaaS delivery management system to retailers, third-party logistics companies and carriers enabling better choice and more freedom in delivery options to all consumers, both in B2B and B2C markets. Angela joins me today to talk about recent research about consumer f...

Today’s interview is with S. Chris Edmonds, who is the founder and CEO of The Purposeful Culture Group . Chris joins me today to talk about his new book: The Culture Engine: A Framework for Driving Results, Inspiring Your Employees, and Transforming Your Workplace , which gives firms and leaders a new framework for building and maintaining the culture that they need to develop in order to compete...

Today’s interview is with Laurence Chami, Managing Director of Eptica , a European provider of multichannel customer interaction software with a global reach. Laurence joins me today to talk about the work that Eptica are doing, the challenges that many companies face providing customer service via email, differences to approaches across geographies and why email as a customer service channel is h...

Today’s interview is with Melvin Brand Flu, Partner and Director of Strategy and Business Design at Livework , a leading service design company. Melvin joins me today to talk about the work that Livework do and some of the research that they are doing around irritation curves. This interview follows on from my recent interview: Customer service by email and differences across geographies – Intervi...

Today’s interview is with Mikkel Svane, Chief Executive Officer and Founder of Zendesk , a fast growing and recently listed (NYSE) cloud based customer service platform. Mikkel joins me today to talk about: Startupland: How Three Guys Risked Everything to Turn an Idea into a Global Business - his new book that tells the story of how they grew their cloud based customer service platform from a kitc...

Today’s interview is with Matt Lautz, President and CIO of CorvisaCloud , a provider of call centre software and a cloud based enterprise communications platform. Matt joins me today to talk about B2B customer service and customer experience, why it needs to improve, what lessons B2B can learnt from B2C and a few predictions about what's coming up in the customer service/customer experience arena....

Today’s interview is with Ron Kaufman, Founder and Chairman of UP! Your Service and author of New York Times bestselling Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet . Ron joins me today to talk about uplifting service, building a service culture, some examples of companies that are excelling at this and and why that’s important that every...

Today’s interview is with Micah Solomon , a speaker, consultant, and bestselling author on customer service, the customer experience, and company culture. He's also a fellow Forbes contributor and joins me today to talk about his new ebook ( Your Customer Is The Star: How To Make Millennials, Boomers And Everyone Else Love Your Business ), what are the biggest lessons that firms should be learning...

Today’s interview is with Nicolae Naumof , an applied behavioural science specialist, who helps businesses to increase customer satisfaction and increase profitability. Happier Customers & Higher Profitability through Behavioural Science Applied in Service Design is his motto. I came across Nicolae (Nick) following a Twitter exchange between Wim Rampen and Graham Hill regarding ‘applied behavi...

Today’s interview is with Eetu Raudas, Eemeli Ahonen and Kalle Ek of Gizlo , a software company from Finland that connects retailers and individual shop owners to customers through a platform used for mystery shopping, store audits and consumer surveys by making use of the customers own smartphones. Eetu, Eemeli and Kalle join me today to talk about their application, what they are up to in the vo...

Today’s interview is with Peter Shankman , an author, entrepreneur, speaker, and worldwide connector. Peter joins me today to talk about his new book: Zombie Loyalists: Using Great Service to Create Rabid Fans , a book about how to create fans that not only keep returning to do business with you but also help you massively grow your customer base, brand awareness and revenue. This interview follow...

Today’s interview is with Dana Miller, the SVP of Client Services at Crimson Hexagon , a social media data analytics firm that enables users to listen to and understand the opinions expressed on social media. Dana joins me today to talk about "voice of the customer" (VoC) programmes and how listening in social media can help. This interview follows on from my recent interview: Turning your custome...

Today’s interview is with John Huehn, founder, President & CEO of In The Chat , a social media sales and customer service company, that is aiming to make text message and social customer service easy with their software. John joins me today to talk about how text messaging as a customer service channel doesn’t get the press that it deserves but that it can offer great benefits to businesses th...

Today’s interview is with Peter Mühlmann, Founder and CEO of Trustpilot . You might recall that I interviewed Jan Jensen, Trustpilot’s CMO back in July 2014 about ‘ Using customer reviews to drive service improvement, WoM and growth ’. This time around Peter joins me on the podcast to talk about they have been able to maintain their company’s culture as well as their ability to deliver an excelle...

Today’s interview is with David Conway who is a senior partner and Chief Strategy Officer at Nunwood , an international customer experience consultancy focused on ‘full-service’ customer experience management (CEM). David joins me on the podcast today to talk about Nunwood’s US Customer Experience Excellence Report 2015 that they have just released, some insights into what the leading players are...