Punk CX: Customer Experience Insights with Adrian Swinscoe

The power of social recognition in employee engagement - Interview with Ketti Salemme of TINYpulse, an employee engagement platform that combines pulse surveys, peer recognition, and performance reviews.

Bringing together disparate data sources is key to creating stand out customer experiences - Interview with Dave O'Flanagan of Boxever

An agile manifesto for customer success - Interview with Todd Eby of Success Hacker

Understanding consumer behaviour by going to the gemba - Interview with Michael Solomon, PhD who is Professor of Marketing in the Haub School of Business at Saint Joseph’s University in Philadelphia and the author of one of THE books, if not THE original book, on consumer behaviour.

How D.O.M.O.R.E. will help you deliver an outstanding customer experience - Interview with Blake Morgan about her new book: More Is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks-Off Customer Experiences.

Focus on the right things to drive your own customer experience revolution - Interview with Susan Ganeshan of Clarabridge

The ROI of investing in employee experience - Interview with Jacob Morgan about his new book: The Employee Experience Advantage: How to Win the War for Talent by Giving Employees the Workspaces They Want, the Tools They Need, and a Culture They Can Celebrate

Trust, lean data and the rising importance of purpose as a customer preference - Interview with Jascha Kaykas-Wolff, Chief Marketing Officer at Mozilla.

Purpose and why it is important to employees and customers - Interview with Stan Phelps about his new book: Red Goldfish: Motivating Sales and Loyalty Through Shared Passion and Purpose.

The most successful companies start by improving one customer journey at a time - Interview with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems.

Great service and why Basecamp only focuses on a couple of channels - Interview with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software. We talk about Basecamp’s CEO Jason Fried assuming personal responsibility for all customer refunds, what that means in practice, what it’s like to work at Basecamp, what customer service means...

Aligning the organisation around three key journeys and why passenger experience equals employee experience - Interview with Mattijs ten Brink of Transavia

Opaque and transparent AI and the ethical implications for customer experience - Interview with Rob Walker, Vice President, Decision Management and Analytics at Pegasystems.

Customer experience, personalisation and how not to be creepy - Interview with Tara Kelly, President & CEO of SPLICE Software, who are helping retailers, insurance companies, and banks optimize customer communications through the marriage of patent-pending human voice software, and personalized automated messaging systems.

How to rapidly scale and still maintain the highest customer service standards - Interview with Ed Ariel, VP of Customer Service at ezCater, the only US-wide marketplace for corporate catering.

Big data and technology is undermining our ability to develop our own hunches - Interview with Bernadette Jiwa, author of a new book: Hunch: Turn Your Everyday Insights into the Next Big Thing.

Understanding a customers context is the key to self-service success - Interview with Bill Colleran, President and Chief Executive Officer of AnswerDash, a predictive and artificial intelligence (AI) powered Q&A Saas platform that facilitates customer service for e-commerce businesses thereby reducing support costs and revealing customer needs.

Customer service and moving from the enterprise to the flexiprise - Interview with Keith Leimbach, CEO of LiveOps, a leading virtual contact center solutions company for the financial, health care, insurance and retail industries. Keith joins me today to talk about the human and tech balance in customer experience, striking the right balance and maintaining quality standards when you are managing...

Marrying self organising teams and customer obsession - Interview with Andrew Lawson, Chief Product Officer of Zopa.com, a UK online personal finance peer-to-peer lending company founded in 2005. Andrew joins me today to talk about customer service, customer obsession, what it means to them and the shift to self-organising teams that they have recently undertaken.

Heroes and the craft of customer support - Interview with Nick Francis, CEO and co-founder of HelpScout, a Saas software company that provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals. Nick joins me today to talk about the ‘craft’ of customer support, making support and contact centre agents heroes and...

Overcoming the barriers to delivering an excellent citizen experience - Interview with Ryan Hollenbeck and David Moody from Verint Systems, a global technology firm that provides Actionable Intelligence® solutions, to both public and private sector organisations, with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. David and Ryan join me today to...

Eliminate blindspots and build engagement by getting to know your company better - Interview with Claire Lew, CEO of Know Your Company, a software tool that helps business owners get to know their employees better and overcome company growing pains.

The meaning of personalised customer experience - Interview with Jamf, Paycor and Qumulo. Today’s interview is a little different and is the first time that we have tried to conduct a roundtable style interview on the podcast. My guests today are:    Sam Johnson, VP of customer service at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices...

You don’t want to design a customer experience that is akin to getting in the cockpit of an F16 - Interview with Eric Hansen, founder and Chief Technology Officer of SiteSpect, a leading software platform that offers optimization, testing, targeting, and personalization solutions that allows businesses to create superior customer experiences.

Delivering a great customer experience is not really a technology challenge any more - Interview with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer.