Shows
Punk CX with Adrian SwinscoeLegacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of PegaToday’s interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.), how some organizations are implementing agentic solutions and it is causing chaos, a better way to do it, Pega Blueprint, legacy transformation and how to get it right.
This podcast is sponsored by Pega.
This interview follows on from my recent interview – Starting a reso...2025-04-2335 minPunk CX with Adrian SwinscoeStarting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of ZendeskToday’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhler is EMEA Chief Technology Officer at Zendesk. We talk about all of the latest developments at Zendesk, some of the big product announcements, starting another revolution and how knowledge is the coal in this latest industrial revolution.
This interv...2025-04-1557 min
A Job Done Well - Making Work BetterCustomer Experience or Customer Service With Adrian Swinscoe.Send us a textIn this episode, we welcome guest Adrian Swinscoe, an author, researcher, and advisor on customer service and experience. Adrian challenges the underlying management beliefs that you should try to manage revenue, cost, and profitability and explains how you can create better organisational outcomes by focusing on your employees and customers.The discussion also covers the shortcomings of chatbots, artificial intelligence, and the desire to control “the customer experience”.It is all about inputs and outcomes. Listen in to find out more.2025-03-1134 min
CX-WISE By SprinklrFrom Pub Talk to Punk Rock: Adrian Swinscoe's CX RevolutionIn today’s CX world, it's easy to fall into the trap of rigid, formulaic approaches that focus more on checking boxes than delivering real value. Enter Adrian Swinscoe, bestselling author and CX leader, who’s bringing a much-needed shake-up with his 'Punk CX' philosophy. Just as punk music broke all the rules in the ‘70s, Swinscoe challenges the status quo, encouraging brands to rethink what truly makes their customers happy. Tune in to this episode of CX-WISE as we dive into his rebellious approach and discover how it's transforming the modern customer experience. Get ready to cut th...2025-03-0335 min
The Global XperienceRevolutionizing Customer Experience | Adrian SwinscoeSend us a textEpisode Summary: In this episode, we dive deep into the world of customer experience with Adrian Swinscoe, a renowned customer experience advisor, author, speaker, and workshop leader. Join us as Adrian shares insights from his journey, his perspective on the evolution of customer service, and the role of technology and organizational transformation in creating exceptional customer experiences. From the streets of Edinburgh, Scotland, to the global stage, Adrian brings a unique blend of expertise and punk ethos to the conversation.Key Highlights:Introduction to A...2024-03-1841 min
The Business of Customer LoveTake a Punk rock approach to your CX and create more superfans with Adrian SwinscoeIn this episode we spoke with Adrian Swinscoe, CX advisor, author, speaker and creator of Punk CX.Adrian discussed the concept of a punk version of customer experience and how it pushes business leaders to fundamentally think and act differently in their approach to CX.During our chat, Adrian shared some key concepts and practical takeaways from his best selling books that will allow you harness your inner punk and transform your own CX. Hosted by Ausha. See ausha.co/privacy-policy for more information.2024-01-0332 min
CX FilesAdrian Swinscoe - Punk CX - Defining A Punk Future For CXAdrian Swinscoe is well known in the CX community as an adviser, speaker, and writer. His Punk CX book argued for a new approach to CX and he also publishes the Punk CX podcast. Adrian also writes about CX in the business magazine Forbes. He is based in Edinburgh, Scotland. In this conversation with Peter Ryan, Adrian argues for a new approach to designing and managing CX - especially when hiring a customer service specialist. He argues for genuine partnership rather than the traditional client and supplier relationship. The punk approach is to tear up...2023-12-1432 min
The Master Your Business Podcast50. How to Wow Your Customers From the Inside Out With Adrian SwinscoeSend us a textIf you're an entrepreneur or a small business owner looking to elevate your customer experience game, you're in for a treat. In Episode 50 of the Master Your Business Podcast, Adrian Swinscoe unveils the secrets of exceptional customer experiences.Enhance your listening experience with our detailed show notes, featuring bonus resources, additional insights and takeaways from this episode.Timestamps[00:00] Intro[14:18] Unlocking Sixfold Business Growth with This Straightforward Advice[22:03] Adrian's Top 3 Tips For Wowing Your Customers[26:27] The B...2023-12-121h 13
Glassix SpotlightThe Art of Memorable Service: A Conversation with Adrian SwinscoeJoin us in this engaging edition of "Glassix Spotlight," where we sit down with the indomitable Adrian Swinscoe, a sage in the sphere of customer experience (CX) for over a quarter of a century. As the voice behind the influential 'Punk CX Podcast' and the visionary for 'Punk XL,' Adrian has been revolutionizing the CX landscape with his straightforward and honest approach to customer service.
In our discussion, we’ll explore a myriad of thought-provoking subjects, including:
• The evolution of customer engagement and the profound ways it has resh...2023-11-2339 min
Experts of Experience#5 Adrian Swinscoe: Break The Cycle of Poor CX With This Framework!Discover a new perspective on customer experience with Adrian Swinscoe, a multifaceted CX expert. In this episode, Lauren Wood dives into Adrian’s unique approach to customer experience, exploring his punk perspective on revolutionizing CX strategies. Adrian shares insights from his experience as an advisor, speaker, author, and podcast host, challenging conventional CX methods.Join us as we delve into the critical aspects of customer experience, the role of innovative technologies, and the importance of adopting a punk mindset to stand out in today’s competitive market. Adrian’s approach emphasizes simplicity, customer-centricity, and breaking free fr...2023-11-2246 min
Practical AI: The Capacity for GoodRevolutionizing Customer Experience with Punk Spirit with Adrian Swinscoe, an Aspirant Punk at Punk CXIn this episode of Practical AI: The Capacity for Good, Adrian Swinscoe, an Aspirant Punk at Punk CX, joins James Diel to share his insights on how you can tap into your inner punk spirit to revolutionize your approach to customer experience, as well as integrating empathy and AI in customer service.Adrian is a seasoned professional with an extensive background in customer experience. With over twenty-five years of experience, he has successfully nurtured and expanded customer-focused businesses of various sizes. Adrian wears multiple hats, excelling as a customer experience advisor, a captivating speaker, an accomplished author, and...2023-11-0850 minPunk CX with Adrian SwinscoeThe messy middle of customer service revisited - Interview with Michael Ramsey of ServiceNowToday’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. Michael joins me today to revisit the idea of the messy middle of customer experience, what's happened since we last spoke about this around 2 1/2 years ago, what companies are doing to clean up their messy middles, the role AI and process mining plays in that, how generative AI is helping with this sort of endeavour and who’s doing it well.
This interview follows on from my recent interview – The pragma...2023-07-1453 min
Humans of CXCustomers Want to Talk to You, Not a Chatbot with Adrian SwinscoeIn this episode, we’re joined by Adrian Swinscoe of Punk CX, a podcast about all things customer service, experience, engagement, and the employee’s experience. He is a Forbes contributor with a multitude of articles under his belt and is also a member of the European Customer Service Organisation (ECXO). With over twenty-five years of experience, he strives to help companies deliver better customer service and experience in any industry! He is an undisputed expert in her field.They discuss why Adrian likes and writes about CX, why customer service really isn’t all that complicated, even for th...2023-06-2335 minPunk CX with Adrian SwinscoeDeveloping empathy within ourselves and the machines that we build - Interview with Minter DialToday’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 the book, what’s changed, why the development of empathy is still important, how we can develop it not only within ourselves but also the machines that we develop, what to watch out...2023-06-1858 minPunk CX with Adrian SwinscoeWell-being and the changing nature of management and leadership - Interview with Ray Biggs, Head of Customer Care at John Lewis & WaitroseToday’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 the customer care environment, a quote from Martin Hill Wilson and Kicker shoes no less.
This interview follows on from my recent interview – The connection between flight simulators, agent attrition and better outcomes – Interview with Brian Tuite of Zen...2023-04-241h 03Punk CX with Adrian SwinscoeWe can't be digital-first, we have to be customer-first - Interview with Sue Duris of M4 CommunicationsToday’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 everything in customer support – Interview with Des Traynor of Intercom – and is number 459 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate...2023-03-2054 minPunk CX with Adrian SwinscoeWe need to move leadership from the job of one to the job of the many - Interview with Julia Fabris McBride of the Kansas Leadership CenterToday’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 culture where everyone leads.
This interview follows on from my recent interview – Building your house to be able to deliver a truly personalised customer experience – Interview with Greg Kihlström of Th...2023-02-2145 minPunk CX with Adrian SwinscoeWhat the heck is Relative Attractiveness and why it matters? - Interview with Richard Hammond of UncrowdToday’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 organisations understand their NPS and CSAT outcomes.
This is also the 12th anniversary episode of my podcast.
Richard is a friend of the podcast and a contributor to my latest book, Punk XL.
Disclaimer: I...2023-01-2654 minPunk CX with Adrian SwinscoeCustomer success and the role of community - Interview with Elaine Richards of 37signalsToday’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 satnavs and legendary sandwich shops around the world.
Read the show the interview highlights here.
This interview follows on from my recent interview – Even CX champions are struggling to keep up with rising custome...2022-12-2056 minPunk CX with Adrian SwinscoeEven CX champions are struggling to keep up with rising customer expectations - Interview with Adrian McDermott of ZendeskToday’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 interview – Time, customer experience and driving retention and growth – Interview with Katie Christian of Calendly – and is number 449 in the series of interviews with authors and business leaders that are...2022-12-0953 min
Retain: The Customer Retention PodcastUnderstanding Your Customer with Adrian SwinscoeLauren is joined by Adrian Swinscoe, a customer experience consultant and advisor who has been growing and developing customer-focused businesses for over 20 years. Adrian helps companies deliver better customer service and customer experiences in two ways; the first is through acting as an advisor on specific service, experience and engagement issues, and the second is by building internal team and leadership capability via mentoring, thought leadership and masterclasses.This episode, Adrian and Lauren discuss what aspects of the customer journey create loyalty, how much control businesses have over customer experience, and highlight that not all customers are the...2022-11-1531 min
The Only One Business ShowS4e16 The Punk Experience Leadership Edition with Adrian SwinscoeJames chats with Adrian Swinscoe, described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk.
He has been growing and helping develop customer-focused large and small businesses for over 25 years now.
His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Nespresso, Pearson and Costa Coffee as well as numerous tech vendors and many smaller and medium sized businesses.
Adrian is a frequent wr...2022-10-2735 min
The Quest For Epic Customer SupportCustomer Experience Goes Punk With Adrian SwinscoeThere is no framework or model for customer experience. Great customer experiences come from people doing great work. Adrian Swinscoe is an unapologetic punk. Adrian has been helping organizations do great things for their customers for over 25 years through consulting. He is the author of PunkCX, which he describes as a visual slap in the face to the customer experience industry. Adrian brings us a great discussion about many topics in the customer experience space. Join us as we discuss:Why C-Level executives should participate in their customer experience. How to create organizations that are better for b...2022-08-1853 min
IRIS Pod - IRIS Audio TechnologiesAdrian Swinscoe - How Do We Make CX More Punk?"How do we make CX more punk?….to disturb the comfortable, and comfort the disturbed” Tom Darnell speaks to Adrian Swinscoe, author, advisor, and expert in all things customer experience as he discusses his PunkCX mindset. Adrian and Tom cover everything from employee wellbeing, the pros and cons of remote work, and the dos and don’ts of modern CX.IRIS improves audio that improves life. Find out how our products enable the world to Listen Well: www.iris.audio/clarity2022-08-0438 min
Next in Queue#40 - Adrian SwinscoeAdrian Swinscoe is a customer experience advisor, podcaster, author, speaker, workshop leader, and aspirant punk. We discussed his unlikely journey to CX and lessons from Punk CX. Connect with him on LinkedIn https://www.linkedin.com/in/adrianswinscoe/
Listen to the Punk CX podcast and read Adrian’s blog: https://www.adrianswinscoe.com/
Find his books, How to Wow, Punk CX, and Punk XL:
https://www.amazon.com/Adrian-Swinscoe/e/B0080439D8?ref=sr_ntt_srch_lnk_2&qid=1655479388&sr=8-2
Music courtesy of Big Red Horse - https://bigredhorseband.com/
B...2022-06-241h 00
Leadership, Brand Strategy & Transformation - Minter DialogueFitting into Punk XL - Experience Leadership with Adrian SwinscoeMinter Dialogue (MDE464)Adrian Swinscoe is a speaker, multiple time author, advisor and renowned expert on customer experience. He's also been on my show 2 times before, a most rare occurrence. After Punk CX, he's now come out with Punk XL, where XL stands for Experience Leadership. It's a delightfully collaborative book. In this conversation with Adrian, we discuss what Experience Leadership means, the responsibility associated with freedom, what does being authentic really mean, how to keep the voice of the customer present in your organization and the importance of the employee experience.If you've got...2022-03-2059 min.jpg)
New Normal - DIGITAL.DONE.RIGHT.Adrian Swinscoe Punk XL: Experience AnthropologistICYMI - Interview from October 2020
Adrian Swinscoe is a punk; a real punk. He has his two feet on the ground but doesn’t shy away from telling others what it is whether from the stage, through his books or in conversation and workshops; “pull your damn socks up!”. This is what makes Adrian engaging, his knowledge, his grounded outlook but also his passion for improving service and customer experiences. He calls himself a Service and Experience Anthropologist. Wish I had thought of that.
👇👇
Check out the links below as well as links to the podca...2022-03-0329 min
Ei Cafe with AzeemPunk version of Customer Experience & Its Impact with Adrian SwinscoeCustomer Experience (CX) – a buzzword that's shaken the marketing world in recent years like no other. CX in the digital era is constantly evolving, which is why marketers must make an effort to keep up with the latest customer experience trends. Improving and personalising the customer experience, which leads to better customer satisfaction is the top priority for over 55% of companies.
I had the Privilege to host Adrian Swinscoe – CX advisor, Author, Speaker& Aspirant at PUNK CX in the cafe to share some amazing insights & his experience on Customer Experience & moreover his Punk Version of CX.
Cus...2022-03-0237 min
Amazing Business RadioExperience Leadership Featuring Adrian SwinscoeWhat it Takes to Deliver Great Experiences at All Levels Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond. Top Takeaways: · It's no longer sufficient just to talk about customer experience in isolation. We have to start thinking about it holistically and ask, “What does it mean for the entire business?” · There's a lot of power in a place called the "gemba", meaning the real place. In busine...2022-02-1528 min
Fireside chats without the firesSeason 3 : Episode 1 - ”Punk XL” with Adrian SwinscoeHappy New Year to all our listeners at Fireside Chats Without The Fires, and thank you all for the support for the podcast. As we enter our second year (yes, second!!), we are amazed to be starting the year with a simply outstanding guest.Adrian Swinscoe, the author of Punk CX, joins Neal to talk about his latest book, Punk XL. Punk XL does the entire CX community a solid by creating this creative masterpiece (yes, masterpiece) of tracks that make us think/re-think how we set our customer-facing organizations up to succeed. Ever heard o...2022-01-1131 min
CX...Oh!Punk CX ft Adrian SwinscoePunk exploded out of the back of progressive rock with it’s democratic, DIY, back to basics approach that inspired both a cultural and musical movement and change in mindset. It dared to be different and was ok with the fact that not everyone liked that. So, is it time to consider what a punk rock version of CX would look and feel like, particularly given that many reports suggest that around 70% of customer experience projects fail to deliver on their promises? Let's check it out with our guest Adrian Swinscoe, an aspirant CX punk, best-selling author, Forbes contributor, bl...2021-10-1526 min
Fireside chats without the firesSeason 2 : Episode 31 - ”CX Poetry” with Adrian SwinscoeAdrian Swinscoe, the author of PUNK CX, is today’s guest on the podcast.Adrian shines a light on the backstory of the PUNK CX book, and how, over a few drinks in a bar, the idea came to him. He passionately explains what being a CX Punk in today’s CX World means and why it’s important to “shake the tree”.Adrian is very clear that the book is not the answer is all the challenges that exist within CX today, more so that the whole premise of the book is to encourage people to do...2021-09-2738 min
Fireside chats without the firesCX Games with Adrian SwinscoeFireside Chats Without The Fires continues its partnership with the CXWG2021 to bring awareness and support to this amazing event. On today's podcast hear from Adrian Swinscoe. Adrian will share how and why he got involved in the CXWG, what they mean to him, and what he expects to see from the teams involved. Tune in to find out more!2021-07-0625 min
Customer Experience Talks#S1E2: Adrian Swinscoe: In 5 years time we will be excited by the possibilities but frustrated at the progress we have made.Straight from United Kingdom, Mr Adrian Swinscoe, the Customer Experience Expert, is telling us what is Customer Experience and how it will look 5 years from now. If you are interested to discover more about Mr Swinscoe, visit his website: www.adrianswinscoe.com.2021-05-1327 min
Support Insights Podcast | CX & Customer Support Podcast by SentiSumEp. 12: How to optimise your customer service with Adrian Swinscoe, Author of Punk CX and Customer Service AdvisorHow to optimise your customer serviceAdrian Swinscoe is a celebrated speaker, author (Read: Punk CX) and advisor in the customer service and experience industry.In this week's podcast, we were lucky enough to catch up with Adrian about a customer service improvement project he recently advised on.Adrian was approached by an agile, fast-growing company that wanted to make sure they were running an optimal customer service operation.But, they weren't really sure how well they were doing.We find out:• Adrian's approach to assessing the co...2021-04-2829 min
Magic MicMagic Mic 028 - Adrian Swinscoe, Host of Punk CXJoin the podcasters community HERE. Produced by Pikkal & Co - Award-Winning Podcast Agency.
Adrian Swinscoe, Host of Punk CX joins Bharath in today's Magic Mic. Tune in as Adrian shares his decade long journey as a podcaster, why he switched to Podcast.Co and how he overcomes his challenge & stays committed to producing his podcast.2021-04-2230 min
THE CX GOALKEEPER - Business Transformation, Customer Experience, and LeadershipCX Goalkeeper with Adrian Swinscoe - S1E16 is about his book "CX PUNK"The CX Goalkeeper had a smart discussion with Adrian SwinscoeAdrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX. We discussed following tracks from his book:With great power comes great responsibilitiesCX is not F***** metricsSimplicity rules: ok?The answers are right in front of viewHis book suggestion: Worth It by Dan PriceHow to contact Adrian:https://www.linkedin.com/in/adrianswinscoe/https://www...2021-04-0539 min
Experience by DesignAdrian Swinscoe and Punk CXPunk is more than songs; it is an ethos, as well as an aesthetic. The punk lifestyle and its music is all about attitude, and fighting against norms, traditional dogma, social injustice, and intolerance. It strives to move outside of how things have always been done, as well as being cautious of authority. The more society tells you that you should be doing something, the more likely you are to see punks heading in the other direction. Today we’re talking with Adrian Swinscoe, customer experience guru and author of the book Punk CX, which draws on his...2021-02-261h 16Punk CX with Adrian SwinscoeLeadership and how to achieve customer centricity - Interview with Minter DialToday’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 biggest asset in leadership is.
This interview follows on from my recent interview – When it comes to CX is your company a starter, riser or champion? – Interview with Adrian McDermott of Zendesk – and is number 371...2021-01-041h 00Punk CX with Adrian SwinscoeWhen it comes to CX is your company a starter, riser or champion? - Interview with Adrian McDermott of ZendeskToday’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 Raise Their Game Are Driving Business Success.
This interview follows on from my recent interview – On a scale from 1-10, how racist is your AI? – Interview with Jeff Gallino and Conrad Liburd...2020-12-1949 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 5 Episode 2 - CX 'punking' it with Adrian SwinscoeChristopher Brooks' CX Superheroes is now in its 5th series. Our aim is to bring listeners keen to progress the knowledge and insights from the world of customer experience. We hope listeners are inspired by the speakers and their topics. In this episode, global CX consultant and mentor Christopher Brooks is in conversation with the renowned CX influencer Adrian Swinscoe. Adrian leaves an impression on those he deals with. One which makes them think again about CX, from his no-nonsense perspective. As a writer for Forbes, a published author and serial speaker on the world's big...2020-11-0249 minPunk CX with Adrian SwinscoeEmerging leadership lessons from the pandemic and what we need from leaders now - Interview with Rachel NeamanToday’s interview is with Rachel Neaman, a technology leader, Non-Executive Director, leadership mentor and coach with extensive experience in the technology, health, governmental, digital and not for profit fields. Rachel joins me today to talk about some of the organisational changes taking place that she has noticed over the last few months, some of the challenges facing us, how leadership has changed and why many female political leaders, in particular, have been so successful during this period.
This interview follows on from my recent interview – Difficult conversations and building more inclusive and diverse organizations – Interview with Jenn G...2020-08-2142 minPunk CX with Adrian SwinscoeDifficult conversations and building more inclusive and diverse organizations - Interview with Jenn Graham of Civic DinnersToday’s interview is with Jenn Graham, Founder and CEO of Civic Dinners, who design and facilitate conversations on key topics that can help organizations build a more inclusive culture with employees, stakeholders, customers and the greater community. Jenn joins me today to talk about Civic Dinners, difficult conversations, what stops organizations having them, what are the benefits when they do tackle difficult subjects like discrimination and inequality, what they are doing to help and what we can learn from them.
This interview follows on from my recent interview – Lessons learned from the move to remote working – Interv...2020-08-1441 minPunk CX with Adrian SwinscoeLessons learned from the move to remote working - Interview with Dean Robison of ServiceNowToday’s interview is with Dean Robison who is the SVP of Global Technical Support at ServiceNow. Dean joins me today to talk about his experience of moving 1,000 employees spread out over 9 locations around the globe to remote working, his experience through the pandemic so far, what’s gone well, what’s not gone so well, what they have learned and what they are focusing on going forward.
This interview follows on from my recent interview – Four key factors that are framing the challenges for organisations going forward – Interview with Jo Causon of The Institute of Customer Service –...2020-08-0745 minPunk CX with Adrian SwinscoeFour key factors that are framing the challenges for organisations going forward - Interview with Jo Causon of The Institute of Customer ServiceToday’s interview is with Jo Causon, Chief Executive of The Institute of Customer Service. Jo joins me today to talk about the July 2020 update of the UK Customer Satisfaction Index (The state of customer satisfaction in the UK), what we can learn from it and what companies should be focusing on.
This interview follows on from my recent interview – A quest to make technology emotionally intelligent – Interview with Rana el Kaliouby of Affectiva – and is number 352 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate...2020-07-3144 minPunk CX with Adrian SwinscoeA quest to make technology emotionally intelligent - Interview with Rana el Kaliouby of AffectivaToday’s interview is with Rana el Kaliouby, CEO of Affectiva, an emotion measurement technology company that grew out of MIT's Media Lab. Affectiva has developed software to recognize human emotions based on facial cues or physiological responses. She is also author of a new book: Girl Decoded: My Quest to Make Technology Emotionally Intelligent – and Change the Way We Interact Forever. Rana joins me today to talk about the book, her career and research into putting empathy into AI, Emotive AI and her work at Affectiva.
This interview follows on from my recent interview – Purpose is not a...2020-07-2536 minPunk CX with Adrian SwinscoePurpose is not a luxury and matters more than ever in a crisis - Interview with Professor Alex Edmans of London Business SchoolToday’s interview is with Alex Edmans, a Professor of Finance at London Business School who focuses on responsible business. He has just published a new book called: Grow the Pie: How Great Companies Deliver Both Purpose and Profit and joins me today to talk about the book, how it came about, what we can learn from it and why it matters.
This interview follows on from my recent interview – Innovative brands are using direct mail to improve customer engagement – Interview with Dan Frohnen of Sendoso – and is number 350 in the series of interviews with authors and business...2020-07-1930 minPunk CX with Adrian SwinscoeInnovative brands are using direct mail to improve customer engagement - Interview with Dan Frohnen of SendosoToday’s interview is with Dan Frohnen, CMO at Sendoso , a cloud-based direct mail and engagement platform that gives companies the ability to send direct mail, eGifts, wine, company swag, handwritten notes, welcome kits, and custom gifts. Dan joins me today to talk direct mail, why direct mail is not used as much as it could or should be, waste, sustainability and lessons that have emerged in the last few months.
This interview follows on from my recent interview – Excellence and extreme humanization are needed more than ever – Interview with Tom Peters – and is number 349 in the series o...2020-07-1232 minPunk CX with Adrian SwinscoeExcellence and extreme humanization are needed more than ever - Interview with Tom PetersToday’s interview is with Tom Peters, author of numerous business books (18 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). This is the second time that Tom has been on the podcast. The first time was in 2018 (Striving for excellence has never been more important) where we talked about his latest book: The Excellence Dividend: Meeting the Tech Tide with Work That Wows and Jobs That Last. Today he joins me to talk about the need for Extreme Humanization given the situation we currently fi...2020-07-0349 minPunk CX with Adrian SwinscoeA lot of enterprise software is still eye-wateringly terrible and it's acting like a handbrake on experience improvement efforts - Interview with Leon Gauhman of ElsewhenToday’s interview is with Leon Gauhman, Elsewhen’s Director of Product and Strategy. Leon joins me today to talk about why enterprise software and particularly enterprise CX software is still so terrible, the power of the umbrella in the age of Unix philosophy, why we should all be focusing on delighting our customers, why beautiful and functional is the highest degree of problem solving and also what we can learn from Mr Potato-head!
This interview follows on from my recent interview – A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Pega...2020-06-2750 minPunk CX with Adrian SwinscoeA Center-Out business architecture enables better and more empathetic customer experiences - Interview with Don Schuerman of PegaToday’s interview is with Don Schuerman who is the CTO & Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about Pegaworld iNspire, Center-Out™, Process Fabric™, Ethical Bias Testing and what it is going to take to succeed and thrive, particularly when it comes to delivering an outstanding customer experience, in this changing world we live in.
This interview follows on from my recent interview – Up to 90% of digital data is not used. What sort of society accepts 90% waste? – Interview with Gerry McGovern – and is number 346 in the series of interviews with authors...2020-06-1837 minPunk CX with Adrian SwinscoeUp to 90% of digital data is not used. What sort of society accepts 90% waste? - Interview with Gerry McGovernToday’s interview is 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 has just published a new book called: World Wide Waste and joins me today to talk about the book, how it came about, what we can learn from it and why it matters.
This interview follows on from my recent interview – Scaling customer support and maintaining employee and customer satisfaction even through a pandemic – Interview with Nick Misewicz of Pura Vida Bracelets – and is number 3...2020-06-1245 minPunk CX with Adrian SwinscoeScaling customer support and maintaining employee and customer satisfaction even through a pandemic - Interview with Nick Misewicz of Pura Vida BraceletsToday’s interview is with Nick Misewicz, Customer Success Manager at Pura Vida Bracelets. The company was founded in Costa Rica in 2010 and is headquartered in La Jolla in California. They sell hand-crafted bracelets and jewelry online and through boutique stores. Their bracelets and jewellery are made by 800+ artisans worldwide with the proceeds going back to the artisans. Nick joins me today to talk about how they scaled their customer support and increased agent productivity without compromising on employee or customer satisfaction.
This interview follows on from my recent interview – The current crisis has put a very prag...2020-06-0348 minPunk CX with Adrian SwinscoeThe current crisis has put a very pragmatic lens onto digital transformation - Interview with Tom Libretto of PegaToday’s interview is with Tom Libretto, the CMO of Pega, an enterprise software vendor that focuses on customer engagement, intelligent automation and customer service solutions for the world's largest brands. Tom joins today to talk about the upcoming PegaWorld iNspire, the annual conference from Pegasystems, what we are likely to see and learn, some of the big challenges that enterprises are currently facing, particularly in response to the coronavirus outbreak, and how they have been responding.
This interview follows on from my recent interview – Why we need to democratise leadership development and how the coronavirus pandemic is h...2020-05-2632 minPunk CX with Adrian SwinscoeWhy we need to democratise leadership development and how the coronavirus pandemic is highlighting the strength and power of a more feminine way of leading - Interview with Lauren Currie of StrideToday’s interview is with Lauren Currie OBE, the CEO of Stride. They are on a mission to democratise leadership development. Lauren joins me today to talk about leadership, Stride, the problem with leadership development, what they are trying to do to solve this problem and what we should all be doing to develop their our own leadership skills and experience capabilities.
This interview follows on from my recent interview – Leading a digital transformation that will never end – Interview with Duncan Macdonald of UPC Switzerland – and is number 342 in the series of interviews with authors and business leaders...2020-05-1741 minPunk CX with Adrian SwinscoeLeading a digital transformation that will never end - Interview with Duncan Macdonald of UPC SwitzerlandToday’s interview is with Duncan Macdonald, Chief Information Officer (CIO) at UPC Switzerland, which is part of the Liberty Global group. Duncan joins me today to talk about leadership, what it takes to really empower people, his journey to where he is now and how he had to unlearn a lot of things in order to lead the way that he now does.
Thanks go to the folks at Pega who help set this interview up after I saw a video of Duncan talking about his work and leadership style that was featured as part of Pe...2020-05-1044 minPunk CX with Adrian SwinscoeCustomer experience, innovation, artificial intelligence, culture....a look inside Amazon - Interview with Claire WhitakerToday’s interview is with Claire Whitaker, a product and artificial intelligence (AI) consultant, who over the last nine years has worked in lean innovation, customer experience (CX), product management and technology including AI teams at top companies across industries, including Amazon. Claire joins me today to share some insights from her experience and, particularly, from her time at Amazon.
This interview follows on from my recent interview – The nature of service and how we’ve grown up with a service economy which is now finding it very hard to actually serve customers – Interview with Joel Bailey of EY Se...2020-05-0347 min
CX ConversationsWhat is Punk CX and Why Should You Care | Adrian SwinscoeIn this episode of Customer Service Secrets, we talk with Adrian Swinscoe, customer experience author. In this episode we talk about his views on what he calls “Punk CX”. Sometimes we complicate customer experience. We get deep into the weeds of it all and Punk CX is all about getting back to the simple needs. Join us as we dive into this idea of simplifying and and teaching our customers how to help themselves. TimestampsIntroduction to Adrian Swinscoe 1:15How Punk CX came about 3:04How to Simplify CX 8:12We Like helping Ourselves 12:18“60% of you...2020-04-3018 minPunk CX with Adrian SwinscoeThe nature of service and how we've grown up with a service economy which is now finding it very hard to actually serve customers - Interview with Joel Bailey of EY SerenToday’s interview is with Joel Bailey, who is a Director at EY Seren, the global design consultancy within EY. Joel is a friend of mine, someone I have worked with and a really interesting thinker when it comes to service. Our conversation was precipitated by the publication of an article he wrote (2020: A new decade of service) earlier this year. So, we set up a time to chat to talk about why we should leave the experience economy behind, that service is the element that connects customer experience and employee experience and the idea that we need to de...2020-04-2655 minPunk CX with Adrian SwinscoeAuthentic leadership is just the rebranding of transformational leadership with some of the caffeine taken out - Interview with Professor Dennis TourishToday’s interview is with Dennis Tourish who is Professor of Leadership and Organisation Studies at University of Sussex Business School. Dennis joins me today to talk about the problems plaguing modern academic management and leadership research, challenges facing the modern organisation and leaders, progressive business and the problems with current leadership thinking.
This interview follows on from my recent interview – Customer experience is more than f***ing metrics – Interview with Sydney Brouwer – and is number 338 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and deli...2020-04-1655 minPunk CX with Adrian SwinscoeCustomer experience is more than f***ing metrics - Interview with Sydney BrouwerToday’s interview is with Sydney Brouwer, a customer experience speaker, author and masterclass leader. However, this one is a little different as this time Sydney turns the tables and interviews me for his podcast. We had a great conversation so I thought I would share it with you nice folks over here :)
Sydney and I talk about the state of customer experience, Punk CX, what it means to be a punk and what we should be thinking about when it comes to improving customer experience.
You can find the original discussion and Sydney’s podc...2020-04-0728 min