Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Michael G. Bartlett who is the Director of Experience Innovation at JMARK , an I.T. support and I.T. services company, Founder of the CCXP Exam Simulator and the author of a new book called: The Dark Side of CX: The costly patterns that turn loyal customers into brand haters . Michael joins me today to talk why we should talk about moments that shatter rather than the mom...

Today's interview is with Christian Selchau-Hansen, the CEO and co-founder of Formation.ai , a machine learning-powered offer optimization pioneer. Christian joins me to talk about loyalty, personalization, dynamic offer optimization and what eXperience Leaders should be doing to build better relationships with their customers and drive better business outcomes. This interview follows on from my r...

Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation at Telkom Indonesia . This interview is slightly different this week as I am conducting it with Clare Muscutt , Founder and CEO of Women in CX . The original interview can be found here but I thought it would be worth re-publishing...

Today’s interview is with Dr. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse , a provider of employee engagement and feedback software. Dr Elora joins me to talk about how the Zoom ceiling is the new glass ceiling, challenges with the move to a more hybrid way of working, the impact on the employee experience, who suffers the most and what leaders shoul...

Today’s interview is with Brittany Bell, a Customer Success Manager at  Cresta AI , which provides contact center agents real-time suggestions and coaching, whether in an individual call or chat session, to help them deliver the best outcomes. Brittany joined me to talk about why she made the switch from BPO to vendor side, the emerging landscape of the agent experience, the importance of live cha...

Today’s interview is with Andrea Prazakova, who is Senior Vice President Customer Experience at Mastercard in the UAE and David Boucher, the Chief of Service Excellence at Aster DM Healthcare in Dubai, UAE. Andrea and David join me today as we revisit a panel discussion that we had at the CX NXT Martechvibe event in November 2021. We had a lot of fun talking about customer experience, loyalty, the...

Today’s interview is with Justin Vaillancourt is the Chief Technology Officer and co-founder of Dooly , a CRM automation software provider that is making the use of Salesforce fast and painless. Justin joins me today to talk about the findings from their recent research (Dooly Sales Happiness Index - Key Findings November 2021), what they mean, the problem with most CRM systems and why you should...

Today’s podcast interview, like last week's, is different. Last week I shared the first part of a two-part conversation about a new book project: Punk XL, that has just been released . Again, it is available as both a podcast and a video [see below or follow this link ]. A lot has happened since Punk CX was published in 2019, and Punk XL , where XL stands for eXperience Leadership , seeks to explo...

Today’s podcast interview is different. Here's how it is different: It’s Part 1 of a two-part conversation about a new project. Part 2 will be released next week. It's available as a podcast and also as a video [ follow this link ]. But, most excitingly, it's about Punk XL , a follow up book to Punk CX, which I am delighted to say is officially released today around the world! Now, Punk CX was pub...

Today’s interview is with Scott Addington, VP of EMEA Marketing for SugarCRM . Scott joins me today to talk about letting the platform do the work, the continued misalignment of sales and marketing teams, what it is costing them, what they should do about it and how technology can help. This interview follows on from my recent interview – The end of the customer experience is so important but is o...

Today’s interview is with Joe Macleod, the Founder & Head of Endineering at AndEnd and a two-time author. Joe joins me today to talk his new book: Endineering: Designing consumption lifecycles that end as well as they begin , why the end of the customer experience is so important, often looked, what that is costing us and what we should be doing about it. This interview follows on from my rece...

Today’s interview is with Victoria Wejchert, who is the founder and CEO of Kinship , a contact management app that makes it easy to store and act on contact information to build stronger professional and personal connections. Victoria joins me today to talk about Kinship, the CRM space, building a phone-based CRM application in what is already a crowded market and how with all of the tech that we...

Today’s interview is with Jon Picoult is founder of Watermark Consulting , a leading customer experience advisory firm, and author of a new book: FROM IMPRESSED TO OBSESSED: 12 Principles for Turning Customers and Employees into Lifelong Fans . Jon joins me today to talk about the book, the most universal problem in customer experience today, why customer experience is like a choreographed perform...

Today’s interview is with Alan Williams, who is the Founder & MD, SERVICEBRAND GLOBAL , and helps service sector organisations to deliver significantly better business performance and a service excellence culture through values-driven organisational alignment. He joins me today to talk about his new book: “The Values Economy, How to Deliver Values Driven Service for Sustained Performance” , wh...

Today’s interview is with Fortuné Alexander who is the senior director of product marketing for customer service and sales automation solutions at Pega . Fortuné joins me today to talk about National Customer Service Week, recognising and celebrating excellent customer service, the changing world of work, service with respect, simplifying service, applying technology, where to start, contact cente...

Today’s interview is with Pierce Buckley who is an automation and CX expert plus the CEO and Co-founder of babelforce . Pierce joins me today to talk contact centres, customer service, customer experience, AI, the schmai-i bit, busting a few myths around the whole tech and service space, no-code platforms, what that really means, what’s the difference between RPA and no-code and how organisations...

Today’s interview is 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: I’ll Be Back: How to Get Customers to Come Back Again and Again , what an Arnie is, the metric that is more important than NPS and CSAT, the difference between a repeat customer a...

Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent ten years as Mary Portas ’ business partner. Peter joins me today to talk about retail customer experience, some of the lessons he has learned over the course of the last few years, experience leadership and what he sees as some of the chall...

Today’s interview is with Jeff Nicholson, Global Leader, CRM Strategy for Pega , where he heads up the company’s CRM market strategy and vision worldwide. Jeff joins me today to talk about their recently released new piece of research: Resolution revolution: Customer service insights report , what we can learn from it, what we should be focusing on, agent experience, the emerging landscape of cust...

Today’s interview is with Monika Jo, Director Of Communications at Mursion , a virtual reality platform for professionals to practice and master the complex interpersonal skills necessary to be effective in their roles. This blend of technology and human performance creates a highly realistic training environment that mimics the real-world challenges employees face every day. Monika joins me today...

Today’s interview is with Stan Phelps and Dave Rendall, co-authors of Pink Goldfish 2.0: Defy Normal and Exploit Imperfection . They join me today to talk about flaws, imperfections, portmanteaus and how we make our imperfections work for us and help us stand out. This interview follows on from my recent interview – Playing your way to a stand out customer experience – Interview with Sirte Pihlaja...

Today’s interview is with Sirte Pihlaja, who is the CEO (Customer Experience Optimiser) of Shirute , the first customer experience agency in Finland as well as a Lego Serious Play® Facilitator amongst many other things. Sirte joins me today to talk about happiness, creativity, why we need more fun in our business and CX lives, Lego and some serious playing. This interview follows on from my recent...

Today’s interview is with James Dodkins, who is commonly know as the CX Rockstar, is a former rockstar but is now the CX Evangelist at Pegasystems . James joins me today to talk about his journey, why he’s joined Pega, what he’s going to be getting up to, extreme fandoms, hyper-fans and what’s stood out for him regarding customer experience over the last 15 months. This interview follows on from m...

Today’s interview is with Liat Bycel, the VP of Sales at Airtable , the no code collaboration platform, and the person responsible for building the customer engagement organization which comprises team members from sales, customers success, support, support ops, sales ops and strategy. Liat joins me to today to talk about the ‘messy middle’ syndrome, being well-prepared when the pandemic hit, how...

Today’s interview is with Dorian Stone, General Manager of Grammarly Business , who oversees all operations for Grammarly’s integrated business solution. Grammarly is a cross-platform, cloud-based, AI-enabled, writing assistant that reviews spelling, grammar, punctuation, clarity, engagement and delivery mistakes in real-time. Dorian joins me today to talk about customer service and experience, wr...