Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Rob Walker, Vice President Decision Management and Analytics at Pegasystems and is responsible for the company’s suite of predictive decisioning technologies. I had a chat with Rob at Pega's annual customer event: Pegaworld 2016 to find out more about what makes Pega different and a bit more about their analytics and decisioning technology, how it can be applied and how i...

Today’s interview is with Rob Siefker, Senior Director of Customer Service Operations at Zappos.com and one of the speakers at Zappos Insights , a team within the Zappos Family of Companies that was created simply to help share the Zappos Culture with the world and to inspire positive change in the workplace. Rob joins me to talk about the School of Wow at Zappos Insight, what Wow service means to...

Today’s interview is with Ben Velker who is Senior Vice President of Growth at Edgenet , a Nashville-based software-as-a-service company that provides industry-leading retailers, distributors, websites and suppliers with the ability to manage and improve their product content. Ben joins me today to talk about how Edgenet has turned around it’s customer service over the last two years, what they ha...

Today’s interview is with Jim Barnett, who is the chief executive officer, co-founder and chairman of Glint , an employee engagement platform which uses machine learning and real-time, data-driven decisions to help improve company culture, increase engagement, and positively affect employee retention. Jim joins me today to talk about employee engagement, what is an engaged employee, the main chall...

Today’s interview is with David Kalt, founder and CEO of Reverb.com , an online marketplace where musicians go to buy and sell guitars and other music gear. Dave joins me today to talk about how they have made customer experience the job of each and every one of Reverb.com’s employees with "The Contest." This interview follows on from my recent interview – If you are in employee engagement then yo...

Today’s interview is with Janelle Mathews, senior VP for solutions at Genesys , a customer experience platform provider, which empowers companies to create exceptional omnichannel experiences, journeys and relationships. Janelle joins me today to talk about Genesys, the work they do and how they are helping their clients improve service and both the customer and employee experience. This interview...

Today’s interview is with Lee Evans, the Chief Executive Officer & Founder of SurveyMe , a fast, flexible and closed-loop approach to receiving, recording and rewarding 'Point of Experience' feedback. Lee joins me today to talk about customer surveys, closing the loop and linking feedback to action. This interview follows on from my recent interview – Delivering omni channel experiences that c...

Today’s interview is with Birgit Mager who is the Professor for Service Design at KISD, the Köln International School of Design , based in Cologne, Germany and the president of the International Service Design Network (SDN) . Birgit joins me today to talk about service design, design thinking, why it’s becoming more and more popular and how it can be used to produce better outcomes for organisatio...

Today’s interview is with Colin Shaw, Founder and CEO of Beyond Philosophy ™, a global customer experience consultancy. Colin joins me today to talk about his new book ( The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level - co-authored with Ryan Hamilton , a Professor of Marketing at Emory University in Atlanta, Georgia and a Beyond Philosophy colleague) and...

Today’s interview is with Stephan Aarstol, Founder & CEO of Tower Paddle Boards , a direct to consumer beach lifestyle brand, based in San Diego, that started with stand up paddle board manufacturer and has now extended into surf, snorkel, bikes, skateboards etc. However, Stephan joins me today to talk about his new book: The Five-Hour Workday: Live Differently, Unlock Productivity, and Find H...

Today’s interview is with Chris Lewis, CEO of global communications agency, LEWIS . Chris joins me today to talk about his new book: Too Fast to Think: How to Reclaim Your Creativity in a Hyper-connected Work Culture , the idea behind it, what he means by creativity, what are the implications of the hyper connected work culture we live in and what people can do about it.

Today’s interview is with Matthias Murin, Group Manager Customer Service at DocMorris , a Dutch online and mail-order pharmacy that provides medicines primarily to customers in Germany. Matthias joins me today to talk about DocMorris’ approach to customer service, the challenges of delivering a great customer experience over the phone and via email and why they have opted to go down a high-touch,...

Today’s interview is with Bill Taylor , co-founder and founding editor of Fast Company, who now spends his time writing books and speaking to leadership audiences. Bill joins me today to talk about his new book: Simply Brilliant: How Great Organizations Do Ordinary Things In Extraordinary Ways , why he wrote it, it's central thesis, who's it for, some of the great stories in it and what's its purp...

Today’s interview is with Donna Peeples, Chief Customer Officer of Pypestream.com , an enterprise mobile messaging platform that features the use of intelligent automation and chatbot technology. Donna and I had a great chat about a number of things including Pypestream, what they are up to, chat bots, getting the most out of them and how customers react to them.

Today’s interview is with Morris Pentel, who is the Chairman & Founder of the Customer Experience Foundation , a leading organisation in Customer Experience Science. Morris joins me today to talk about Customer Experience Science, Behaviour As Technology and his view on the biggest and current challenges for organisations trying to design and deliver a great customer experience for their custo...

Today’s interview is with PV Kannan, the co-founder and CEO of [24]7 , a customer engagement platform which assists several hundred million visitors across all channels, and engages in 1.5 billion conversations annually, most of which are automated. PV joins me today to talk about [24]7, what they are up to, utilising AI and intelligent assistants in the deliver and improvement of customer experie...

Today’s interview is with Rob Pace, the founder and CEO of HundredX , a technology platform/app that works with major brands such as professional sports teams, Mary Kay and the University of Notre Dame, to provide listening solutions and collect real-time feedback from customers and employees. Rob joins me today to talk about a number of things including customer feedback, HundredX’s research, lis...

Today’s interview is with Liz Graham , who is Vice President of Sales and Service at Wayfair , one of the world's largest online destinations for the home. Liz joins me today to talk about a number of things including getting the human and technology balance right when it comes to delivering a great customer experience, innovative recruitment strategies, using predictive analytics and AI to drive...

Today’s interview is with Dr. Simon Moore (BSc, PhD, CPsychol), a Chartered business and consumer psychologist who specialises in uncovering emotional and personality influences on behaviour. He is also Management Director of Innovationbubble , a new type of insights agency that, using psychological insights and methodologies, investigates the real reasons that customers behave the way that they d...

Today’s interview is with Professor Jan van den Ende, who is Professor of Management of Technology and Innovation at RSM (Rotterdam School of Management) , Erasmus University, Rotterdam. Jan joins me today to talk about a research paper that he and some colleagues recently published and how ignoring customers’ opinions can lead to more successful products.

Today’s interview is with Joshua Feast, who is the co-founder and CEO of MIT-spinoff Cogito Corp., that has developed artificial intelligence (AI) technology that delivers real-time emotional intelligence feedback for customer service professionals which helps them have better conversations and build stronger rapport with customers. Joshua joins me today to talk about what they are doing, the scie...

Non-obvious trends and what they mean for customer experience - Interview with Rohit Bhargava, who is a trend curator, author of five best selling books (including the Wall Street Journal bestseller "Non-Obvious") and founder of the Influential Marketing Group (IMG).

Today’s interview is with Amy Downs, the Chief Happiness and Customer Success Officer of Lifesize, a provider of enterprise & business-class video, audio, & web conferencing solutions, software, equipment & support. Amy joins me today to talk about customer obsession, Lifesize's transformation and what it takes to turn an Net Promoter score (NPS) of - 4 into a score of +80 in roughly 7...

Building a culture of good engages customers, employees and drives business results - Interview with Ryan McCarty and Scott Moorehead, founders of Culture of Good and the authors of a new book: Build a Culture of Good.

Insights from inside some of the world's highest performing organisations - Interview with Brian MacNeice, co-author of Powerhouse: Insider accounts into the world’s top high-performance organizations.