Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Mark Earls, a writer and consultant to business and government on marketing and communications as well as being a leading thinker on brands and behaviour. He joins me today to talk about his new book: Copy, Copy, Copy: How to Do Smarter Marketing by Using Other People's Ideas . This interview follows on from my recent interview: Customer experience: UK brands are 2-3 year...

Today’s interview is with Daniel Lind, Head of Business Development at Qmatic , a company who through its software and hardware is helping organisations manage their online and offline customer experience. Daniel joins me today to talk about the work that Qmatic are doing to help improve the customer experience, especially as it relates to waiting and getting better served. This interview follows...

Today’s interview is with Sandra De Zoysa who is the Group Chief Customer Officer of Dialog and the Chairperson of the Digital Customer Experience Expert Working Group for Axiata . Dialog Axiata is one of Sri Lanka's largest telecommunications service providers, and the country's largest mobile network operator with 14.275 million subscribers which amounts to 44% of the Sri Lankan mobile market. S...

Following on from my interview last month, What makes first direct so successful: Interview with their new CEO Mark Mullen , today I am excited to introduce you to Henry Stewart, the CEO of Happy Ltd , the umbrella training organisation that delivers IT, Management, and Personal Development Training. They've won lots of awards, which you can check out here . Their biggest award was when The Financ...

It's been a wee while since I've published an interview here on the blog. So, following on from the interview, Creating a great place to work is the best business investment decision you could ever make – Interview with Henry Stewart , that I did in early December, today I am excited to introduce you to Jo Causon, the CEO of the Institute of Customer Service , the independent, professional members...

In Inbound marketing is about content and context , I reported back from Inbound Marketing UK. However, whilst there I was able to catch up with Mike Volpe, the Chief Marketing Officer of Hubspot , who was speaking at the conference. In the interview, we talked about inbound marketing, where people should start, how much of their marketing should be inbound/content focused and a bunch of other thi...

Today’s interview is with Will Beckett of Hawksmoor, a rapidly growing restaurant brand in London, and follows on from my recent interview: Customer service, people and how caring does scale – Interview with Gary Vaynerchuk #1aDayQandA It was when they ranked No. 36 in the Sunday Times’ 100 Best Small Companies to work for in 2012 that I decided I’d like to find out more about what makes them tick...

Today’s interview is with Jeremy Waite, Head of Digital Strategy, EMEA @ Salesforce Marketing Cloud . He joins me today to talk about his new book: From Survival to Significance . This interview follows on from my recent interview: Copying your way to increased innovation, creativity and competitive advantage – Interview with Mark Earls – and is number 142 in the series of interviews with authors...

Today’s interview is with Guy Letts, founder and Managing Director of CustomerSure , a cloud based software firm that helps businesses gather feedback from their customers – not as an annual marketing exercise but as part of day-to-day business. Guy joins me today to talk customer reviews, customer feedback, a better way to do it and that most firms are doing it wrong. This interview follows on fr...

Today’s interview is with Michael O’Leary, Chief Executive of Ryanair , a European low-cost airline, headquartered in Dublin, Ireland. Ryanair is also the largest European airline by scheduled passengers carried and also the busiest international airline by passenger numbers. Michael joins me today after he responded to a recent article I wrote ( Does Michael O'Leary Really Care About Ryanair's Cu...

Today’s interview is with Scott Pulsipher, President & COO of Needle , a US software firm that is pioneering advocate-assisted commerce. Scott joins me today to talk about what Needle are up to, trust, customer experience and advocate-assisted commerce. This interview follows on from my recent interview: A degree of humility always succeeds in business – Interview with Michael O’Leary of Ryana...

Today’s interview is with Sanish Mondkar, who is Chief Product Officer at Ariba (a SAP company). Ariba established the Ariba Network - a cloud-based community where you’ll find buying, selling, and managing cash to be as easy as using Amazon, eBay, and PayPal. Sanish joins me today to talk about customer experience in B2B, what lessons they have learned from B2C, Total User Experience, what they a...

Today’s interview is with Dr. Paul Redmond who is a leading expert on generations and the graduate labour market. Dr. Redmond joins me today to talk about a report that was recently released by Capgemini and Pegasyatems that looks at how UK millennials are engaging with insurance companies, how important social media is in that context and the lessons that can be learned from learned from the rese...

Today’s interview is with Sebastian Henkes and Claire Clifford who are the Managing Director and Head of HR and People Development respectively at Sabio , a systems integrator that specialises in providing contact centre solutions. Sebastian and Claire join me today to talk about the fact that Sabio have recently been named as one of the best places to work in the UK, what makes Sabio such a great...

Today’s interview is with Jo Taylor, former Director of Talent Management at Talk Talk , a provider of pay TV, telecoms, internet access mobile services to businesses and consumers in the UK. Jo joins me today to talk about what it takes to build a dynamic, responsive and evolving culture. This interview follows on from my recent interview – Building a better place to work helps develop long term...

Today’s interview is with Jeanne Bliss, who is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association (CXPA) . Jeanne joins me today to talk about her new book: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine . This interview follows on from my recent interview – The pre-life, early life and in-life stages of...

Today’s interview is with James McGourlay, who is the Senior Vice President of Global Technical Services at OpenText, a global leader in Enterprise Information Management (EIM) & Canada's largest software company. James joins me today to talk about some of the big challenges that they are seeing and hearing about from their customers, how they are helping them and he also gives a view and upda...

Today’s interview is with Damian Thompson, Director of Distribution at Principality Building Society , a Welsh building society founded in 1860 and head-quartered in Cardiff. Principality is the largest building society in Wales and the sixth largest in the United Kingdom. Damian joins me today to talk about how they transformed their customer experience by moving from a performance target culture...

Today’s interview is with Paige O'Neill who is Chief Marketing Officer of SDL , a global Customer Experience software solutions provider. Paige joins me today to talk about SDL’s latest global Customer Experience Thought Leadership research into when Customer Experience fails (and when it triumphs), exactly what happens, and why? This interview follows on from my recent interview – How we transfor...

Today’s interview is with Lord Mark Price, who is the founder of engaging.works , an author, speaker, Chair of the Fairtrade organisation, Member of the House of Lords and former Managing Director of Waitrose and Deputy Chairman of The John Lewis Partnership. Mark joins me today to talk about engaging.works , workplace happiness and their The State Of Workplace Happiness Report - 2019 . This inter...

Today’s interview is with Ian Siegel who is co-founder and CEO at ZipRecruiter.com , a job platform for small and medium sized businesses which provides them with the fastest and easiest way to get a job listing in front of millions of candidates as well as some additional on-boarding features. Ian joins me today to talk about the growth of the company, being the company’s first customer service r...

Today’s interview is with Gary Miles, who is the is the General Manager for Amdocs ’ Big Data and Strategic Innovations unit. Amdocs is a leader in the customer experience software solutions and services space for the world’s largest communications, entertainment and media service providers. Gary joins me today to talk about working with their customers as partners to produce innovations that driv...

Today’s interview is with David Politis, who is founder and CEO of BetterCloud , which provides critical insights, automated management, and intelligent data security for cloud office platforms. David joins me today to talk about proactive customer service, putting it into practice, how they make it work for their company and how it is allowing to differentiate themselves from their competition. T...

Today’s interview is with Michael Sharkey, Co-founder & CEO, and Guy Marion, CMO, of Autopilot, a Saas company that provides easy and visual marketing software for automating the customer journey. Michael and Guy join me today to talk about what they are doing, how they are working on creating customer journeys and creating unique marketing experiences that don’t feel like marketing and the im...

Today’s interview is with Manuel Grenacher, who is the founder & CEO of Mila , a technology company which is helping large organisations crowd source their customer service and build extended service communities around their products and services. Manuel joins me to today to talk about what they are doing, why they are helping companies create those extended customer service communities and ho...