Punk CX: Customer Experience Insights with Adrian Swinscoe

How using a network of experts can dramatically improve customer service automation - Interview with Antony Brydon, CEO and co-founder of Directly, a leader in customer support automation that works with enterprise companies to launch and train virtual agents that double their automation rate. Antony joins me today to talk about asynchronous messaging, conversational interfaces, AI and expert netw...

How your procurement team is impacting both your employee and customer experience - Interview with Todd Olson of Pendo who is co-founder and CEO of Pendo, a product experience platform that helps product teams create software customers love. Todd joins me today to talk about software product experience and how it impacts both the employee and customer experience.

Becoming more empathetic can be hard. Pega's new AI-powered Customer Empathy Advisor aims to help - Interview with Rob Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about his keynote presentation, Pega’s upcoming Customer Empathy Advisor, what empathy is and the va...

Today’s interview is with Tom Libretto, Senior Vice President and Chief Marketing Officer at Pega. I caught up with Tom at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about Pega’s recent research report: 2019 global customer service insights: The good, the bad, and the ugly, what they found out and what lessons organisations should be learning and wha...

C+/B- is the grade the customer experience industry currently deserves - Interview with Bruce Temkin, Head of the Qualtrics XM Institute. He joins me today to talk about his view on the current state of the customer experience industry, what it needs to focus on next, being acquired (twice in a few months) and what’s coming up next for him and the XM Institute.

The removal of friction represents a huge opportunity for customer experience - Interview with Roger Dooley who is a a speaker and author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, the popular blog Neuromarketing, and Brainy Marketing at Forbes. He joins me today to talk about his new book: FRICTION―The Untapped Force That Can Be Your Most Powerful Advantage,...

Behavioural economics, alchemy, customer experience and the power of ideas that don't make sense - Interview with Rory Sutherland, Vice Chairman of Ogilvy in the UK and author of a new book: Alchemy: The Surprising Power of Ideas That Don't Make Sense. Rory joins me today to talk about his new book, behavioural economics and what we can all do to uncover stand out ideas that don’t make sense.

Everyone in an organisation should be a loyalty leader - Interview with Sandy Rogers of FranklinCovey, the co-author of new book: Leading Loyalty: Cracking the Code to Customer Devotion and the leader of FranklinCovey's Loyalty Practice. Sandy joins me today to talk about the new book, how leading companies develop loyalty (Spoiler alert: it’s not about a loyalty programmes), what they do to get i...

How many exposure hours have you had with your customers over the last few months? - Interview with Andy MacMillan, CEO of UserTesting who joins me today to talk about their new research report: The Rise of the Experience Economy - The 2019 CX Industry Report, the work that they do, what the best brands do to understand their clients and what leaders and professionals in the CX space should be doi...

New tech at work and improving the employee experience - How to get it right - Interview with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC’s U.S. Board. Carrie joins me today to talk about PwC’s new Tech at work and employee experience research report, the main findings, what they mean and what leaders should be doing about them.