Punk CX: Customer Experience Insights with Adrian Swinscoe

Lidl, disrupting the UK market and striving for simplicity - Interview with Ronny Gottschlich, the CEO and Founder of Heunadel Retail Advisory and former Managing Director of Lidl UK. Ronny joins me today to talk about disrupting the UK supermarket sector, Lidl’s approach to being able to achieve that and the role and value of simplicity in everything they do.

The potholes of scaling customer support and service - Interview with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid.

When it comes to B2B customer experience most firms still have a lot of work to do - Interview with Nick Hague, Director and Chairman of B2B International, a leading global B2B market research and consulting specialist, and author of a couple of books. Nick joins me today to talk about his new book that he has co-authored with Paul Hague, his father: B2B Customer Experience: A Practical Guide to D...

Every great business has a backstory that drives and compels the work they do - Interview with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of a number of best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Story Driven: You don't...

Should you be considering using blockchain for your customer loyalty program? - Interview with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, customer loyalty programmes and why and when you should consider learning more.

Digital transformation and the pursuit of customer centricity: Lessons from the frontline - Interview with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on providing long term care insurance, life insurance, annuity retirement solutions and more. I spoke to Martijn at Pegaworld, Pegasystems’ customer event in Las Vegas in ear...

Getting help is often fraught with friction. It shouldn’t be - Interview with Tom Martin of Glance Networks, an enterprise software company that provides a "visual engagement platform" for their clients that combines cobrowse, agent video, and screen share into a tool for contact centre and customer support agents to help them interact with customers. Tom joins me today to talk about the challenge...

Relevance, personalization and what many firms are missing when it comes to GDPR - Interview with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Rob at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about customer relevance, personalis...

The finish is just as important as the start of any experience - Interview with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have sprung from that.

Customer engagement, AI and GDPR Article 22 - Interview with Jeff Nicholson of Pega, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Jeff at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about GDPR, what it means, its impact and reach and what firms should be doi...

Delivering a personalized customer experience the Zappos Way - An interview with Alex Genov, Head of Customer Research for Zappos.com. I spoke to Alex when I was in Las Vegas in June and talked to him about Zappos, personalization, what many folks are getting wrong, what Zappos has learnt with their personalization efforts and where they are headed.

Applying design thinking to culture change and employee experience - Interview with Karen Jaw-Madson, Principal of Co.-Design of Work Experience and author of a new book: Culture Your Culture: Innovating Experiences @Work. Karen joins me today to talk about the book, applying design thinking to the culture change process, the DOWE framework and what leaders and organisations should be doing to cre...

Creating a learning environment that drives better sales and customer success outcomes - Interview with Pat Lynch, VP of Enablement Excellence and Innovation at MindTickle, one of the industry's most comprehensive readiness and learning solutions for closing the knowledge and skill gaps found in customer-facing teams. Pat joins me today to talk about learning versus training, the frustrations of C...

25 behavioural biases and how they influence the choices our customers make - Interview with Richard Shotton, the Head of Behavioural Science at Manning Gottlieb OMD and the author of the book: The Choice Factory: 25 behavioural biases that influence what we buy. Richard joins me today to talk about his book, a few of the behavioural biases in the book, why we should pay attention to them and how...

Most of customer experience is cleaning and sweeping - Interview with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and online customer experience. He is about to publish a new book at the end of this month: Top Tasks – A How to Guide, which provides an A to Z look at the Top Tasks methodology that Gerry h...

A new model of business and leadership is needed: Lessons from one of the UK’s best companies to work for - Interview with Jason Stockwood, Group CEO of Simply Business, the UK’s leading B2B insurance broker and among the Tech Track 100 of the nation’s fastest-growing tech companies. He has also just published a new book: Reboot: A Blueprint for Happy, Human Business in the Digital Age, which aims...

Convenience helps you stand out and creates fierce loyalty - Interview with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep joins me today today to talk about his latest book: The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty,...

Design is how we treat each other - Interview with Rie Nørregaard, a Managing Creative Director of SYPartners, a consultancy based in New York and San Francisco. For 20 years, they’ve helped business leaders, teams, and individuals pursue growth and greatness. Rie has recently started a podcast: Designing for Humanity, which aims to explore designing a future that’s made for all of us—and the best...

Today’s interview is with Joseph A. Michelli, a best-selling author, internationally sought-after speaker and organizational consultant. Joseph joins me today to talk about his new book: The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, why he wrote the book, what can we learn from Airbnb and some for the future challenges facing companies trying t...

How to make your people SUPERENGAGED - Interview with Nikki Gatenby, MD of Propellernet, a multi-award winning Brighton-based digital marketing agency that operates globally and the author a new book: Superengaged: How to transform business performance by putting people and purpose first. She joins us today to talk about the new book and what they have done at Propellernet to produce some astoundi...

Today’s interview is with Seth Godin, best selling author, teacher and sometime entrepreneur. Seth joins us today to talk about his new book: This Is Marketing: You Can't Be Seen Until You Learn to See and we discuss the book's main thesis, the challenge for marketers, what we need to learn, why it might be hard, why it matters and how we start to apply all of this in our businesses and our work.

Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. On the back on my keynote, Julia Ahlfeldt, one of my fellow speakers, asked if she could interview me for her podcast, Decoding the Customer, which explores business trends and innovation in the field of customer-centricity. I sai...

Today’s interview is with Jonathan Rowe, Chief Marketing Officer at nCino, a cloud based bank operating system. Jonathan joins me today to talk to me about nCino, the experience of going through the recent Hurricane Florence, what happened, how their customers reacted and why he is so proud of their employees. This interview follows on from my recent interview – Getting the human and tech balance...

Leaders should experience what it is like to be one of their own customers more often - Interview with Shaun Belding who is the CEO of The Belding Group of Companies and the author of 6 books including a new book: The Journey to WOW: The Path to Outstanding Customer Experience and Loyalty. Shaun joins me today to talk about The Journey To Wow, why he wrote it as a story, what we can learn from the...

Becoming a trusted company is an absolute requirement of a winning strategy - Interview with Christopher Roark, Managing Director at Accenture Strategy. Christopher joins me today to talk about Accenture’s Competitive Agility Index, how a decline in stakeholder trust impacts a company’s financial performance and competitiveness and what companies should do about it.