Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Rory Sutherland who is Vice-Chairman, Ogilvy & Mather UK and co-founder of #ogilvychange . The Ogilvy & Mather Group UK is made up of 10 companies that work across a range of marketing disciplines. #ogilvychange is their specialist behavioural science practice that uses the latest thinking in cognitive psychology, social psychology and behavioural economics to hel...

Today’s interview is with Fiona McSwein, Chief Customer Officer at Simply Business , the UK’s favourite business insurance broker. They’ve just been awarded first place in The Sunday Times’ 100 Best Small Companies to Work For list (mid-sized category) this year. They are also a Sunday Times Tech Track 100 company and were recently named in the Deloitte Technology Fast 500 EMEA. Fiona joins me tod...

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. You might remember that I spoke to Geraldine just over a year ago ( Moving from the era of CRM (Customer Relationship Management) to the era of CMR (Customer Managed Relationships) and this interview was an opportunity to catch up and see...

Today’s interview is with Ian Fitzpatrick, Chief Strategy Officer and founding partner at Almighty, a Boston-based digital agency that helps its clients reimagine what it means to be their customer, and build tools, systems and experiences that support those relationships. They recently published a new report called Hearts, then Charts: a framework for meaningful approaches to customer experience...

Today’s interview is with Gareth Jones, Visiting Professor at the IE Business School, Madrid, and a Fellow of the Centre for Management Development at London Business School. He is also a founding partner of Creative Management Associates (CMA), a consultancy focused on organisations where creativity is a source of competitive strength. Gareth along with co-author Rob Goffee recently published a n...

Today’s interview is with Ben Reason, founding partner of Livework, a leading service design firm. They help organisations with customer related challenges and how they affect the business and the organisation. Ben along with Lavrans Løvlie and Melvin Brand Flu, two other Livework partners, has recently published a new book called Service Design for Business: A Practical Guide to Optimizing the Cu...

Today’s interview is with Michael Schneider who is the founder & CEO of Los Angeles-based Service ( getservice.com ), which is providing “on demand customer service” - this means that they helping consumers resolve issues that they have with businesses by taking them off their hands and managing their resolution. Michael joins me today to talk about what they are up to, how they do it, what he...

Today’s interview is with Rachel Lane, Director Customer Analytics EMEA at Verint , a US-headquartered analytics company which was founded in 2002. The company sells software and hardware products for security, surveillance, and business intelligence, which are designed through actionable intelligence to address issues in three areas: customer engagement optimization; security intelligence; and fr...

Today’s interview is with Ron Davis, who is co-founder and CEO of Tenacity , a new technology/software company that is helping contact centres change agent behaviours and transform their workplaces through peer accountability. Ron joins me today to talk about employee retention, turnover and engagement in the contact centre, the size of the problem, social physics and what Tenacity are doing to he...

Today’s interview is with Evan Carroll who is a marketing technologist, author and speaker. Evan joins me today to talk about his new book: Blue Goldfish: Using Technology, Data, and Analytics to Drive Both Profits and Prophets that he co-authored with Stan Phelps of 9 Inch Marketing . Back in 2013, I spoke to Stan about a previous book in the series - What’s Your Green Goldfish? - which was numbe...

Today’s interview is with Anil Kaul who is the CEO and co-founder of Absolutdata , a big data and predictive analytics firm. They describe themselves as decision engineers, where they apply decision sciences to help improve decisions at the world's largest companies. Anil joins me today to talk about what they are up to and how predictive analytics can be used to help solve the problem of silent c...

Today’s interview is with Jay Baer , best-selling author, speaker and President of Convince & Convert , a strategy consulting firm that helps companies through the smart intersection of technology and customer service. Jay joins me today to talk about his new book: Hug Your Haters: How to Embrace Complaints and Keep Your Customers , why complaints are a key way to help you keep your customers,...

Today’s interview is with Hilary Scarlett, a speaker and consultant on change management and neuroscience at Scarlett & Grey . Hilary joins me today to talk about her new book: Neuroscience for Organizational Change: An Evidence-based Practical Guide to Managing Change , why our brains don’t like change, what people who manage change should think about doing differently, the role of emotions i...

Today’s interview is with Joseph A. Michelli, Chief Experience Officer at The Michelli Experience , an internationally sought-after speaker, best-selling author, and organizational consultant. Joseph joins me today to talk about his new book: Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way , what Mercedes Benz USA did to transform their customer experience, how...

Today’s interview is something different. It’s me, Adrian Swinscoe, being interviewed by Jonty Pearce of callcentrehelper.com about my new book ( How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing ) that has just come out. I’m both proud and pleased with how the book has turned out and Jonty and I talk a little about how the book came about, what’s in it and what you can expe...

Today’s interview is with Cheryl Johnson, Head of HR for Echo Global Logistics . Cheryl joins me today to talk about what they are doing at Echo with regards implementing a real-time feedback system for their employees, why they are doing it, how it compliments their existing performance management systems and the results that they are achieving in terms of productivity, satisfaction and turnover....

Today’s interview is with Sarah Metcalfe, Head of Customer Service at SureFlap , an award winning smart pet products manufacturer based in the UK. Sarah joins me today to talk customer feedback and innovation, what good service looks like and what it means for SureFlap and why employee engagement is integral to that. This interview follows on from my recent interview – Employee engagement, real-ti...

Today’s interview is with Delphine Mousseau, VP Markets at the fashion online retailer, Zalando , a very successful ecommerce company based in Berlin that sells shoes, clothing and other fashion items in 15 different countries across Europe. Delphine joins me today to talk customer service, what that means for Zalando, how they are using that to help them stand out and what they have learned about...

Today’s interview is with Monica Higgins, eSalon 's Director of Customer Service. eSalon is an award wining and rapidly growing company that provides salon quality, at-home hair color at affordable prices all online. Monica joins me today to talk customer service, what being proactive means for them and how they are providing salon level service and quality online. This interview follows on from m...

Today’s interview is with Anthony Soohoo, Co-Founder & CEO of Dot & Bo , a curated and thematic home design and furniture shopping experience that is particularly targeted at millennials. Anthony joins me today to talk about what customer service means to Dot & Bo, why millennials, what they have learned from their experience and what the future holds. This interview follows on from my...

Today’s interview is with Alison Esse, Co-founder and Director of The Storytellers , a culture change consultancy, and pioneers of storytelling in business. Alison joins me today to talk about a new piece of research that they have recently completed: 'Two Years' Warning: The Customer Centricity Crisis’ , which explores the mindsets that exist around customer centricity in the world's largest orga...

Today’s interview is with John Timpson CBE, Chairman of Timpson’s the UK and Ireland’s leading retail service provider of shoe repairs, key cutting, watch repairs, engraved personalised gifts, dry cleaning and assisted photo ID. They are also the UK’s fastest growing specialist locksmith service. After hearing John speak at a recent conference, I asked him if he would be willing to be interviewed...

Today’s interview is with Cathy Brown, Exec Director at Engage for Success , a UK-based social movement that is committed to promoting employee engagement as a better way to work that benefits individual employees, teams, and whole organisations. Cathy joins me today to talk all things employee engagement, why it’s important and what firms should be thinking about and what they should be doing if...

Today’s interview is with Kerim Akgonul who is Senior Vice President of Products at Pega and is responsible for the company’s suite of Customer Relationship Management (CRM) applications. I had a chat with Kerim at their annual customer event: Pegaworld 2016 to find out more about what they are up to, what makes them different and how they are fast becoming the big, new challenger in the CRM space...

Today’s interview is with Jan Jensen Chief Marketing Officer at Cxense, a software as a service company that is enabling many of the world’s leading media, e-commerce and consumer brands to take control of their audience data to deliver more engaging and personalized user experiences. Jan joins me today to talk about personalisation, why many initiatives in this space fail, what firms can do about...