Shows
Questions for now - Compelling perspectives on digital CXHow can you alleviate cost pressures in customer experience? (feat. Adrian Swinscoe & Jelena Bajic)On this episode, we explore how to alleviate cost pressures in customer experience — and unlock the potential for CX to drive business growth.CX leaders face several competing pressures: budget constraints, the need to demonstrate ROI and rising customer expectations. Our expert guests provide practical, actionable insights on creating value-driven customer experiences that reduce costs, improve service quality and connect to measurable business outcomes.Listen for the compelling perspectives of Adrian Swinscoe, author of Punk CX and Punk XL, customer experience advisor and workshop facilitator, and Jelena Bajic, global vice president, customer experience operations and tr...2025-07-2832 min
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CXThe state of CX and the value of hyperpersonalization with Adrian Swinscoe, Punk CX PodcastAgility requires that brands have a fundamental understanding of why they’re doing things, and what customer expectations are, rather than chasing trends and implementing the latest tech. Without this, customer satisfaction will continue to slide, and brands won’t be any closer to knowing what to do to solve for that. I am here in Edinburgh with my guest today, who has worked with some of the world's largest brands, written several books, and hosts a great podcast of his own. To talk about a few things today, I’d like to welcome Adrian Swinscoe, Host of the...2025-07-241h 01The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CXThe state of CX and the value of hyperpersonalization with Adrian Swinscoe, Punk CX PodcastAgility requires that brands have a fundamental understanding of why they’re doing things, and what customer expectations are, rather than chasing trends and implementing the latest tech. Without this, customer satisfaction will continue to slide, and brands won’t be any closer to knowing what to do to solve for that. I am here in Edinburgh with my guest today, who has worked with some of the world's largest brands, written several books, and hosts a great podcast of his own. To talk about a few things today, I’d like to welcome Adrian Swinscoe, Host of the...2025-07-241h 04
The CXPodPunk CX & The Power of Authenticity: A Conversation with Adrian SwinscoeIn this episode of The CX Pod, hosts Merete and Joanna welcome Adrian Swinscoe, a seasoned expert in customer experience and podcasting, and author of several books about CX including Punk CX! They discuss the evolution of the podcast, Adrian's journey in the customer experience field, the importance of authenticity, current trends, and the role of leadership in fostering a customer-centric culture. Adrian shares insights on the significance of data and storytelling in customer experience, the challenges organizations face in becoming customer-centric, and his vision for the future of CX. The conversation concludes with Adrian reflecting on...2025-05-1540 min
Punk CX: Customer Experience Insights 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: Customer Experience Insights 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.In 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.Got a question - get in touch. Click here.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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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.
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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
Business Transformation Pitch with The CX GoalkeeperCX Goalkeeper with Adrian Swinscoe - S1E16 is about his book "CX PUNK"The CX Goalkeeper had a smart discussion with Adrian Swinscoe Adrian 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 responsibilities CX is not F***** metrics Simplicity rules: ok? The answers are right in front of view His book suggestion: Worth It by Dan Price How to contact Adrian: https://www.linkedin.com/in/adrianswinscoe/ https://www.adrianswinscoe.com/ ...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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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: Customer Experience Insights 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 minPunk CX: Customer Experience Insights with Adrian SwinscoeHow anarchy and Emma Goldman inspires one of the coolest companies in America - Interview with Ari Weinzweig of ZingermansToday’s interview is with Ari Weinzweig is CEO and co-founding partner of Zingerman's Community of Businesses, a gourmet food business group headquartered in Ann Arbor, Michigan, USA. Inc. Magazine described Zingerman's as the "Coolest Small Company in America”. Meanwhile, they have been featured in the Harvard Business Review and on MSNBC for their business practices and Bo Burlingham in his book, Small Giants, cited Zingerman's as a model for organizations that define success more creatively than just "getting as big as we can as fast as we can”. Ari joins me today to talk about what anarchy can teach...2020-03-291h 08Punk CX: Customer Experience Insights with Adrian SwinscoeWe are moving from a ticketing age to a conversational age - Interview with Mads Fosselius of DixaToday’s interview is with Mads Fosselius, CEO of Dixa, a global customer service tech company that is on a mission to help brands build friendships with their customers, break down technology silos and eliminate bad customer service. Mads joins me today to talk about ticketing, why we are moving into a conversational age, what’s wrong with many ticketing systems and what we should be thinking about when it comes to improving customer experience.
This interview follows on from my recent interview – Corporate transformation will soon switch from digital to purpose – Interview with Mark Curtis of Fjord –...2020-03-1847 minPunk CX: Customer Experience Insights with Adrian SwinscoeCorporate transformation will soon switch from digital to purpose - Interview with Mark Curtis of FjordToday’s interview is with Mark Curtis, Chief Client Officer at Fjord (part of Accenture Interactive). Mark joins me today to talk about Fjord’s new Trends 2020 report, some of the trends, what they mean and what we should be thinking about when it comes to improving customer experience.
This interview follows on from my recent interview – Rethinking the experience of life insurance – Interview with Adam Weinberg of Haven Life – and is number 334 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service an...2020-03-0936 minPunk CX: Customer Experience Insights with Adrian SwinscoeRethinking the experience of life insurance - Interview with Adam Weinberg of Haven LifeToday’s interview is with Adam Weinberg, the brand director at Haven Life, a digital life insurance agency that’s backed and wholly owned by MassMutual. Adam joins me today to talk about innovating in a very traditional industry, magic tricks, what we can learn from Haven Life’s experience and what are the main things that we should be doing to improve the customer’s experience.
This interview follows on from my recent interview – If you don’t ignore your customers and create a service culture then you won’t have to worry about the competition – Interview with M...2020-02-2830 minPunk CX: Customer Experience Insights with Adrian SwinscoeIf you don't ignore your customers and create a service culture then you won't have to worry about the competition - Interview with Micah SolomonToday’s interview is with Micah Solomon, a best-selling author, hands-on customer service consultant, keynote speaker, trainer, and one of the world's leading experts on customer service, company culture, and the customer experience. He is also considered to be “the customer service turnaround expert”. Micah joins me today to talk about his new book: Ignore Your Customers (and They'll Go Away), what it’s all about, what we can learn from it and what are the main things that we should be doing to improve the customer's experience.
This interview follows on from my recent interview – Insights from 100 o...2020-02-1853 min
CX FilesAdrian Swinscoe - Punk CX - Getting Back To BasicsAdrian Swinscoe is an adviser, writer, and speaker with a focus on CX and customer service. He writes regularly about CX in the business journal Forbes and he has published several books on CX, including Punk CX in 2019. In the podcast we explore Adrian's view on Punk CX and how to plan for a back to basics strategy. https://www.linkedin.com/in/adrianswinscoe/ http://www.adrianswinscoe.com/2020-02-0726 minPunk CX: Customer Experience Insights with Adrian SwinscoeInsights from 100 of the world's most progressive organisations on how to make work more fun - Interview with Pim de Morree of Corporate RebelsToday’s interview is with Pim de Morree, co-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about their research, their journey to date, progressive organisations, and the arrival of their new book: Corporate Rebels: Make work more fun.
This interview follows on from my recent interview – A lot of organisations talk outside in but their systems are not designed outside in – Interview with John Seddon of The Vanguard Method – and is number 331 in the series of interviews with authors and business leaders that are doing great th...2020-02-0446 minPunk CX: Customer Experience Insights with Adrian SwinscoeA lot of organisations talk outside in but their systems are not designed outside in - Interview with John Seddon of The Vanguard MethodToday’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of 'The Vanguard Method'. John joins me today to talk about his new book: Beyond Command and Control, the problem with current management practices and how we need to unlearn the way that we operate service based organisations if we want to improve the service and experience that we deliver.
This interview follows on from my recent interview – The Non-Obvious Megatrends that will affect our ability to deliver a stand out customer expe...2020-01-2745 minPunk CX: Customer Experience Insights with Adrian SwinscoeThe Non-Obvious Megatrends that will affect our ability to deliver a stand out customer experience in the coming years - Interview with Rohit BhargavaToday’s interview is with Rohit Bhargava, a trend curator, founder of the Non-Obvious Company, and the author of six best selling business books including the Wall Street Journal best seller Non-Obvious. Rohit joins me today to talk about his new book: Non Obvious Megatrends: How to See What Others Miss and Predict the Future, what he’s learnt about trends over the last ten years and what we should be focusing in the coming years if we want to improve the service and experience that we deliver.
This interview follows on from my recent interview – 2019 was the ye...2020-01-2033 minPunk CX: Customer Experience Insights with Adrian Swinscoe2019 was the year of hype and snake oil when it came to chatbots. 2020 will be a year of pragmatism and real results - Interview with Abinash Tripathy of HelpshiftToday’s interview is with Abinash Tripathy, Founder and Chief Strategy Officer of Helpshift, which provides an AI-powered conversational platform that companies use to resolve service issues more efficiently, boosting customer satisfaction in the process. Abinash joins me today to talk messaging, the gaming industry, chatbots, snake-oil, hype, getting pragmatic and delivering real results.
This interview follows on from my recent interview – Fanocracy and building a true human connection – Interview with David Meerman Scott – and is number 328 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate...2020-01-1350 minPunk CX: Customer Experience Insights with Adrian SwinscoeNeuroscience, customer service and why we should always deliver and never over-promise - Interview with Dr. Jack LewisToday’s interview is with Dr. Jack Lewis, Managing Director and Founder of NeuroFormed and recent author, with best selling author and motivational speaker Adrian Webster, of Sort Your Brain out. Jack joins me today to talk about the book, what neuroscience can teach us about customer service and how customers make decisions.
This interview follows on from my recent interview: The habits of leading customer centric businesses – Interview with Bob Thompson – and is number one-hundred and six in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate, become more s...2020-01-1030 minPunk CX: Customer Experience Insights with Adrian SwinscoeFanocracy and building a true human connection - Interview with David Meerman ScottToday’s interview is with David Meerman Scott, an internationally acclaimed business strategist, author, entrepreneur, advisor to emerging companies, and public speaker. David joins me today to talk about his new book that he co-authored with his daughter Reiko: Fanocracy: Turning Fans into Customers and Customers into Fans, how it came about and what we can learn from it.
This interview follows on from my recent interview – The winner of the 2019 CX Leader of the Year – Interview with Sandra De Zoysa, Chief Customer Officer of Dialog Axiata – and is number 327 in the series of interviews with authors and busi...2020-01-0752 minPunk CX: Customer Experience Insights with Adrian SwinscoeSuccessful innovation doesn't have to involve a massive breakthrough in technology - Interview with Adrian Collins of bac< and Ziggurat BrandsToday’s interview is with Adrian Collins, the MD of Ziggurat Brands. Adrian joins me today to talk about innovation and a business and set of products (bac2020-01-0528 minPunk CX: Customer Experience Insights with Adrian SwinscoeBusiness needs to be agile and customer centric if it is to avoid the coming customerpocalypse - Interview with Alan Trefler, CEO of PegasystemsToday’s interview is with Alan Trefler, who is the Founder and Chief Executive Officer of Pegasystems, the publicly traded American software company which has several products that focus on customer service and predictive analytics. Alan joins me today to talk about his new book: Build For Change, which argues for a complete overhaul of how businesses think about and use technology to create customer-centric organizations.
This interview follows on from my recent interview: Successful innovation doesn’t have to involve a massive breakthrough in technology – Interview with Adrian Collins of bac< >2020-01-0517 minPunk CX: Customer Experience Insights with Adrian SwinscoeThe winner of the 2019 CX Leader of the Year - Interview with Sandra De Zoysa, Chief Customer Officer of Dialog AxiataToday’s interview is with Sandra De Zoysa who is the Group Chief Customer Officer of Dialog and the Chairperson of the Digital Customer Experience Expert Working Group for Axiata. Dialog Axiata is one of Sri Lanka's largest telecommunications service providers, and the country's largest mobile network operator with 14.275 million subscribers which amounts to 44% of the Sri Lankan mobile market. She is also the winner of the MyCustomer.com 2019 CX Leader of the Year. She joins us today to talk about Dialog, the work that she has done over the last 20+ years, what it means to live a life of...2019-12-231h 11
The Chief Customer Officer Human Duct Tape Show5 Challenges That are Keeping CX Leaders from Achieving True Growth — In Conversation with Adrian SwinscoeThis episode of the Chief Customer Officer Human Duct Tape Show is a little different. Adrian Swinscoe and I have a fun, quick rant about some of the things that are bothering us when it comes to customer experience and how it’s approached. Adrian is a customer experience consultant, a Forbes contributor, and the author of the book, Punk CX. This interview was originally featured on his podcast, Punk CX.2019-12-1922 min
CX Conversations"How to bridge the gap between business and CX strategy?" with Adrian SwinscoeThere is no denying that the end goal of any business is growth. And the one definitive way of achieving more growth is focusing on customer experience.
Hence, for any organisation, its business strategy must go hand in hand with its CX strategy: the CX strategy must actualise the business strategy.
However, many times, this does not happen and there is a significant gap between the CX and the business strategy.
To discuss how organisations can bridge this gap, I am joined today by one of the best and the brightest in the...2019-12-1939 minPunk CX: Customer Experience Insights with Adrian SwinscoeThe state of workplace happiness and why it matters - Interview with Lord Mark Price of Engaging WorksToday’s interview is with Lord Mark Price, who is the founder of engaging.works, an author, speaker, Chair of the Fairtrade organisation, Member of the House of Lords and former Managing Director of Waitrose and Deputy Chairman of The John Lewis Partnership. Mark joins me today to talk about engaging.works, workplace happiness and their The State Of Workplace Happiness Report - 2019.
This interview follows on from my recent interview – Pathfinder customers and employees are demanding more of senior leaders – Interview with Katherine LaVelle of Accenture – and is number 325 in the series of interviews with authors and busi...2019-12-1239 minPunk CX: Customer Experience Insights with Adrian SwinscoeHow to create a wow customer experience - Interview by Jonty PearceToday’s interview is something different. It’s me, Adrian Swinscoe, being interviewed by Jonty Pearce of callcentrehelper.com about my new book (How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing) that has just come out. I’m both proud and pleased with how the book has turned out and Jonty and I talk a little about how the book came about, what’s in it and what you can expect from it. Check out the highlights below and grab a copy of the book. ;)
This interview follows on from my recent interview – Moving from produ...2019-12-0724 minPunk CX: Customer Experience Insights with Adrian SwinscoePathfinder customers and employees are demanding more of senior leaders - Interview with Katherine LaVelle of AccentureToday’s interview is with Katherine LaVelle, Managing Director and North America Lead for Talent & Organization at Accenture Strategy. Katherine joins me today to talk about a new piece of research (New Rules for Engagement) which is based on interviews with 200 C-suite executives and a survey of more than 11,000 employees and consumers globally and explores the hypothesis that proactively reskilling the C-Suite can lead to both personal and bottom line benefits.
This interview follows on from my recent interview – The secrets behind Airbnb’s customer experience – Interview with Joseph Michelli – and is number 324 in the series...2019-12-0335 min
Over Klanten GesprokenOKG 72 - Creating more Punk Customer Experiences with Adrian SwinscoeAdrian Swinscoe is author of the book PunkCX. Adrian's view is that everyone in the customer experience field is doing the same (boring) things. We are all customer journey mapping, we all do NPS research, but no one really create customer experiences that really stand out. PunkCX is a manifesto to be more daring and disrupting as a CX professional. Because if CX Professionals don't do that, they will become irrelevant. In this episode I talk to Adrian about the book.2019-12-0228 minPunk CX: Customer Experience Insights with Adrian SwinscoeThe secrets behind Airbnb's customer experience - Interview with Joseph MichelliToday’s interview is with Joseph A. Michelli, a best-selling author, internationally sought-after speaker and organizational consultant. Joseph joins me today to talk about his new book: The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, why he wrote the book, what can we learn from Airbnb and some for the future challenges facing companies trying to deliver a stand out experience. 2019-11-2535 minPunk CX: Customer Experience Insights with Adrian SwinscoeResearch insights into gathering effective feedback, the use of different metrics and generational differences around channel choice - Interview with Steve Morrell of Contact BabelToday’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact centre industries. Steve joins me today to talk about gathering feedback, what CX metrics senior management consider the most important, the role of automation in CX and generational differences around CX amongst other things.2019-11-1538 minPunk CX: Customer Experience Insights with Adrian SwinscoeOur people first, customers second approach drives our growth - Interview with Tom van der Lubbe of ViisiOur people first, customers second approach drives our growth - Interview with Tom van der Lubbe, the Co-Founder of Viisi NV, a Dutch financial services company that offers customized mortgage advice and solutions. Tom joins me today to talk about holocracy, decentralized decision-making, culture, radical transparency, only having one rule, rotating leadership and the impact of all of this on their clients experience.2019-11-0947 minPunk CX: Customer Experience Insights with Adrian SwinscoeUnderstanding friction and reward in customer experience – Interview with Richard Hammond and Rocky Howard of UncrowdUnderstanding friction and reward in customer experience - Interview with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus reward. Richard and Rocky join me today to talk about Richard’s new book: Friction/Reward: Be your customer's first choice, the work that they are doing at Uncrowd and why we should pay attention, particularly when it comes to creating a better customer experience.2019-11-031h 07Punk CX: Customer Experience Insights with Adrian SwinscoeCEOs have to come to accept that CX is their responsibility - Interview with Jeanne BlissCEOs have to come to accept that CX is their responsibility - Interview with Jeanne Bliss, the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer and joins me today on the podcast for something different. Rather than conducting a straight up interview, we rummage around some of the big issues and challenges in customer experience right now in a short and punchy rant-off. We also talk a little bit about Jeanne’s new book: Would Yo...2019-11-0322 minPunk CX: Customer Experience Insights with Adrian SwinscoeAgatha, NLU and turning customer support agents into geniuses - Interview with Deon Nicholas of Forethought.aiAgatha, NLU and turning customer support agents into geniuses - Interview with Deon Nicholas , Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how Agatha aims to make it easy to be a “genius” at customer support.2019-11-0344 minPunk CX: Customer Experience Insights with Adrian SwinscoeYou can't transform something you don't understand - Interview with Annette FranzYou can't transform something you don't understand - Interview with Annette Franz, founder and CEO of CX Journey Inc and an internationally recognized customer experience thought leader. Annette joins me today to talk about her new book: Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business), what it’s about, what we can learn from it and her views on the current state of customer experience.2019-11-0338 minPunk CX: Customer Experience Insights with Adrian SwinscoeAudio is an overlooked dimension of the customer experience - Interview with Jeff Yasuda of Feed.fmAudio is an overlooked dimension of the customer experience - Interview with Jeff Yasuda, the CEO and co-founder of Feed.fm (Music as a Service), which helps game developers, content publishers, and e-commerce retailers increase customer engagement, retention, and conversions by incorporating popular music into their environments-- at the lowest possible cost. Jeff joins me today stop talk about Feed.fm, the impact of music on customer experience and what others can learn from their experience.2019-11-0345 minPunk CX: Customer Experience Insights with Adrian SwinscoeTaziki's is closing the disability employment gap and enriching their customer and employee experience at the same time - Interview with Dan SimpsonTaziki's is closing the disability employment gap and enriching their customer and employee experience at the same time - Interview with Dan Simpson, CEO of Taziki's Mediterranean Café, which is a fast casual chain of franchised restaurants based in Birmingham, Alabama that purveys Greek and Mediterranean cuisine such as gyros, sandwiches, soups, and salads. Dan joins me today to talk about Tazikis and eudaimonia, what it is, how they bring it to life, bringing hope and joy to others and what companies should be doing differently to improve their customer experience.2019-11-0339 min
Amazing Business RadioPunk CX with Adrian SwinscoeShep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX, and talk about how to apply punk sensibility to the customer service world.The Interview with Adrian Swinscoe:The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly. Many organizations, in fact, make it difficult for their people to deliver good service. The punk movement, inherently, was born out of a desire to disrupt and simplify. That’s what needs to happen with customer service and experience.Customers notice small details and these have a huge impact on...2019-07-0231 min
Leadership, Brand Strategy & Transformation - Minter DialogueGet your Punk CX out with Adrian Swinscoe, Author and Customer Experience Expert (MDE331)Minter Dialogue Episode #331Adrian Swinscoe is a speaker, author and a renowned expert on customer experience, who runs the Rare Business Consultancy, focused on helping companies to improve their customer service and experience. After his book "How to Wow," , Adrian has just penned, Punk CX, edited by Oisin Lunny. It's a tremendous read for anyone interested in making waves and shaking things up for success. In this conversation, we look at some of the key points of the book, why and how to deliver a punk attitude in business, and create a much stronger customer experience.2019-06-0946 min