Punk CX: Customer Experience Insights with Adrian Swinscoe

Today’s interview is with Ben Pring, who is the head of thought leadership at Cognizant , co-founded and leads Cognizant’s Center for the Future of Work , and is a member of Cognizant’s Executive Leadership Team. Ben joins me today to talk abut his new book, that he co-authored with his colleague Paul Roehrig , called: Monster: A Tough Love Letter On Taming the Machines that Rule our Jobs, Lives,...

Today’s interview is with Deon Nicholas, is the Co-Founder and CEO of Forethought , an AI company that creates order, removes redundant work, and provides efficiency for businesses everywhere. They are set on changing the way enterprises access, share, and leverage their knowledge. Moreover, not only is Forethought committed to diversity, it's part of their strategy. Deon joins me today to talk ab...

Today’s interview is with Gavin Neate, CEO and Founder of Neatebox , the umbrella company for WelcoMe and Button. WelcoMe lets service teams know when a disabled person is about to arrive and provides them with the very best general and personal information as to how to interact. Gavin joins me today talk about disability, disability and customer service/experience, inclusive CX, how WelcoMe is he...

Today’s interview is with Jason Grier, Chief Customer Officer of Reputation , a leading business-to-business online reputation management and customer experience management company. Jason joins me today to talk about cars, speedometers, experiencing your own experience, the (over)focus on metrics, the power of unstructured feedback and the report that Forrester that produced for them and some grea...

Today’s interview is with Steve Lucas, CEO of iCIMS , a talent cloud company. Steve joins me today to talk about changes in working patterns over the last 12 months, the findings from their new research report: 2021 Workforce Report: Respond, Recover, Readapt , employee experience and the competition for talent. This interview follows on from my recent interview – Your values are designed to attra...

NOTE: This episode contains some profanity. Not too much but definitely some. You are warned! Today’s interview is with Borzou Azabdaftari, Boss at The Falcon Lab , a full service marketing agency. Borzou joins me today to talk values, profanity, having profane values, it’s impact on clients and the changing nature of customer experience and what increasingly matters. Big shout out to Stan Phelps...

Today’s interview is with David Campbell, the vice president of product marketing at SugarCRM , the #1 rated Customer Experience platform. David joins me today to talk about CRM, what grade he would give CRM after being around for 25 years, SugarCRM’s recent CRM and Sales Impact Report, what the findings mean, what we need to do differently and whether or not we are on the cusp of a customer relat...

Today’s interview is with Jan Kodadek is the Digital Lead for the Sexual Wellbeing category at Reckitt . Jan joins me today to talk about the massive shift to digital that has taken place over the last year, the leadership lessons that have emerged for her, what this has meant for a FMCG company and how we can build our understanding of customers and build better relationships with them, particula...

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pegasystems . Don joins me today to talk about customer experience and digital transformation, what sort of grade he would give us for our performance through the pandemic, the need for more fluidity, the response to the need for greater empathy in customer and employee interactions, the collapse of the gap...

Today’s interview is 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. He joins us today not to talk about that book but a new one that he has just published called The New Chameleons: How to Connect with Consumers Who Defy Categoriz...

Today’s interview is with Matthew Nolan, the head of Product Marketing for the Decision Sciences division at Pegasystems, driving Pega's portfolio of marketing technology, decision management, and customer engagement solutions. Matthew joins me today to talk about the democratisation of artificial intelligence (AI), what that means, the benefits and risks associated with that and some practical ad...

Today’s interview is with Dr. Derek Wang, the founder and CEO of the AI-driven experience analytics platform Stratifyd . Derek joins me today to talk about empowering everyone to understand the hidden stories in their data, a vision of the future that features humans and AI working together to build better experience programs, proving or delivering a ROI for CX initiatives and some practical advic...

Today’s interview is with Bansi Mehta is the CEO and Founder of Koru UX Design , a global leader in strategic enterprise UX for the healthcare, telecom and finance industries. Bansi joins me to today to talk about how UX is changing and what should brands and organizations be paying attention to, what the future of UI/UX/CX look like, how she was able to scale her business to become one of the lea...

Today’s interview is with Tom Peters , best-selling author of numerous business books (19 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr) . He is a personal hero of mine and an inspiration and I am honoured to say that this is the third time (the first and the second ) that he has been on the podcast. Tom...

Today’s interview is with Joyce Kim, the Chief Marketing Officer (CMO) for Genesys , a global leader in cloud -based customer experience and contact centre solutions that serves over 11,000 mid-sized and large businesses around the world. Joyce joins me today to talk about what it’s going to take for organizations to deliver a more empathetic experience to their customers, how empathy will move fr...

Today’s interview is with Mark Smith, President of Kitewheel , whose platform is powering real-time customer journeys for the world's most customer-centric brands. Mark joins me today to talk about leading edge customer experience, Voice of the Customer (VoC) and Voice of the Process (VoP) data, why VoC data is often partial and potentially misleading, journey analytics and customer journey orches...

WARNING! Today’s interview is not like the regular interviews you would normally find here. This episode of the Punk CX podcast is a bit of an experiment and features Gary David, an ethnographer and a professor of Sociology at Bentley University, and Adam Gamwell, a Design Anthropologist, or as he likes to describe himself a Design-Centered Human, and myself having a bit of a rummage around some o...

Today’s interview is with Michael Ramsey, VP, Product Management, Customer Workflow Products at ServiceNow , a cloud computing platform provider that helps enterprises manage digital workflows and operations more effectively. Michael joins me today to talk about the “messy middle” in customer service, what it is, what problems it creates, how companies are addressing it and whether it should be th...

Today’s interview is with Vasco Pedro, the co-founder and chief executive officer of Unbabel , a company that removes language barriers by blending artificial intelligence with real time, human translations. Vasco joins me today to talk about their AI-powered, human-refined “Translation as a Service” business, the concept of language operations, William Gibson’s Neuromancer, how their technology w...

Today’s interview is with Matt Barnett, Papa Bear at Bonjoro , a mobile and web based application that lets you send personalised videos at every stage of the customer journey, to convert, activate and your support your customers. Matt joins me today to talk about video, how things have changed as a result of the pandemic, the impact of video compared to email and where best to apply video in the...

Today’s interview is with the winner of the MyCustomer 2020 CX Leader of the Year competition: James Scutt, Head of Customer Experience Strategy and Deployment, Post Office . This interview is slightly different this week as I am conducting it with Chris Ward, Editor of MyCustomer . The original interview can be found here but I thought it would be worth re-publishing here too. In the interview we...

Today’s interview is with Stacy Sherman, Head of Customer Experience (CX) & Employee Engagement at Schindler Elevator Corporation and Founder of DoingCXRight . Stacy joins me today to talk about what customer experience means at Schindler, what knowledge and skills she was able to bring to that job from her time at Verizon, what humanizing business & leading with a heart means and what sor...

Today’s interview is with Andy Murray, Founder and Executive Chair, Customer Centric Leadership Initiative at The Sam M. Walton College of Business at The University of Arkansas. Andy joins me today to talk about the aforementioned Customer Centric Leadership Initiative, what customer centricity means, how leadership has been impacted over the last few months, the leader’s experience and what we s...

Today’s interview is with Minter Dial , an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Minter joins me today to talk about his new book: You Lead: How Being Yourself Makes You a Better Leader , what he has learned about leadership over the course of his career, what comes first…employee or customer experience and what the bigge...

Today’s interview is with Adrian McDermott, President of Products, Zendesk , a provider of customer service software. Adrian joins me today to talk about a new piece of research that Zendesk has recently conducted in partnership with ESG Research. This has allowed them to build a framework around CX maturity and CX success. The findings are summarized in a report: CX Champions: How CX Leaders Who...