Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Minter Dial , an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Back in February 2019, Minter joined me on the podcast to talk about his book: Heartificial Empathy. Now, so much has happened since then that he felt compelled to update the book and is back to talk to me about why he felt the need to update...

Today’s interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce , and the Wall Street Journal bestselling author of Growth IQ . Tiffani joins me today to talk about her new book: The Experience Mindset: Changing the Way You Think About Growth , what is an Experience Mindset, what’s the best way to adopt one, why it’s important to take a combined customer...

Today’s interview is with Mike Murchison, co-founder and CEO of Ada , a leading customer service automation provider. Mike joins me today to talk about how the conventional customer experience playbook is outdated, why brands should be talking to their customers more as they grow (not less), a view on the future of customer experience, what service and support teams will do in the future and how C...

Today’s interview is with Jerry Haywood, who is the Chief Executive Officer at boost.ai , a leading provider of conversational AI for enterprises. Jerry joins me today to talk about if ChatGPT has become the fastest proprietary eponym or generic trademark in history, why chat-first customer service strategy is the future of the customer experience and how those interfaces will not just be text bas...

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems . Don joins me today to talk about the upcoming PegaWorld iNspire, how excited Don feels about being back face-to-face again after four years, celebrating Pega's 40th anniversary and 40 years of innovation, the autonomous enterprise, what that means and what it requires as well as g...

Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP . Ryan joins me today to talk about his experience over the last 20 years in the language technology space (AI: NLP, ML, LLMs), recent developments in the generative AI space, the challenges that enterprises face in embracing and leveraging this technology and how ASAPP is advancing AI to augment human activity to address real-world...

Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose . Ray joins me today to talk about their customer care programme, their focus on agent/partner well-being, particularly in the face of turnover, attrition and burnout and changing working arrangements, the implementation of well-being time outs, the changing nature of management and leadership, especially in th...

Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate , a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins me today to talk about agent turnover and attrition and how much of that is driven by the level of training, preparation and support that agents receive and how they are leveraging AI and simulation training to help...

Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea . Nadia joins me today to talk about transforming IKEA’s customer support, the rationale behind their three-year transformation programme, what they did, what they achieved and what they learned along the way. This interview follows on from my recent interview – As people, we don’t need personaliz...

Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services, including CRM, customer experience and customer engagement strategies. He is also an author, considered a thought leader in CRM and often called “The Godfather of CRM” (that’s the industry's name for him not his. His is "CRM Grandfath...

Today’s interview is with Sue Duris, Principal Consultant of M4 Communications , a global CX consulting firm. Sue joins me today to talk about customer understanding, internal customers, being curious enough to care and why we can't be digital-first and that we have to be customer first. This interview follows on from my recent interview – Tool time, task time and how ChatGPT will change everythin...

Today’s interview is with Des Traynor, Chief Strategy Officer and Co-founder at Intercom . Des joins me today to talk about some research they recently conducted around customers' communication preferences and what that means. We then go on to talk about ChatGPT and how they believe it will change everything, particularly in the world of customer service, support and experience. This interview fol...

Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation . John joins me today to talk about his new book ( The Human Experience: How to make life better for your customers and create a more successful organization ), three myths that get in the way of injecting more humanity into experience and seven behaviours and five enablers that help companies...

Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book called When Everyone Leads: How The Toughest Challenges Get Seen And Solved . Julia joins me today to talk about the new book, why we need to change the way we look at leadership, adaptive vs technical challenges and how to get started on creating a cultu...

Today’s interview is with Greg Kihlström, author and Principal at GK5A , who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also the host of The Agile Brand with Greg Kihlström podcast. Greg joins me today to talk about his new book: House of the Customer - A blueprint for one-to-one, customer-first, employee-driven business transfo...

Today’s interview is with Tony Adams, Product Manager at Supercell , the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player Experience (PX), the specific challenges that entails, the GiG metric, the horrific thought of having to type a ticket using a gaming console, the commoditisation/dehumanisation of the agent and why we should organize around a skill-bas...

Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd , the innovative enterprise SaaS experience analytics platform that helps organisations grow market share by revealing their Relative Attractiveness versus competitors. Richard joins me today to talk about Friction/Reward, the last three years, how their thinking has evolved, Relative Attractiveness and how RA can help organi...

Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global experience in Customer Experience Management, Real-Time Interaction Management, and Analytical CRM.  Mark is a friend of the podcast and has appeared here twice before. Once in 2017 and again in 2021 . This interview is slightly different this week as it’...

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong Indonesia ( JD.ID ), which is a subsidy of Jingdong (JD.com), one of the largest retailers in China. This interview is slightly different this week as I conduct it with Clare Muscutt , Founder and CEO of Women in CX bu...

Today’s interview is with Elaine Richards, who is the COO of 37signals , the makers of  Basecamp  and  HEY . She joined 37signals in 2021 and joins me today to talk about customer service and customer experience in small to mid-market companies, customer success and the role of community, leadership and remote work and their EoS (everyone on support) initiative amongst other things including satna...

Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk . Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main trends and headlines coming out of the report, what we can learn from them and what sort of things CX leaders need to be thinking about doing in order to deliver that stand out experience. This interview follows on from my recent inte...

Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. Katie joins me today to talk about time, scheduling, how much time is wasted setting up meetings, why scheduling is an essential part of customer experience, how it can help create competitive advantage and a bunch of other things. This interview follow...

Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito , who provide real-time AI coaching & guidance for contact centers. Josh joins me five years on from our initial conversation back in 2017 , talks me through their journey since then, the emergence of the real-time guidance space and what service and experience leaders should be thinking about right now.  This interview fol...

Today’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer (HoC) as well as an author. Jim joins me today to talk about his new book, Do B2B Better: Drive Growth Through Game-Changing Customer Experience , what gets in the way of organisations building a differentiated customer experience and what it takes to...

Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack . Liza joins me today to talk about how EX and CX efforts in organizations are often handled separately, why you need to prioritize and foster a positive employee experience, the important role that Diversity, Equity, Inclusion and Belonging plays in this and what leaders should be thinking about and doing so...