Τα καλύτερα Adrian Swinscoe podcast (2024)

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Episode 500: Some reflections on the last 13 years 44:57

6d ago44:57

44:57

In today’s episode of the Punk CX podcast, there is no interview. Why? Because today, I am celebrating the 500th edition of the podcast! Woop! Woop! Now, I thought long and hard about how to commemorate the occasion and how I might be able to use an interview format to do so. I did toy with the idea of having someone interview me but then didn’t ge…

1
Leadership, storytelling and why it is an art and it needs to be taught - Interview with Gareth Higgins 1:09:41

15d ago1:09:41

1:09:41

Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how to take life seriously without believing your own propaganda. Gareth joins me today to talk about what makes a good story, whether good/effective storytelling be learnt, how people can start a jour…

1
You don't get promoted for teaching people how to wash their hands - Interview with James Lawther 55:16

24d ago55:16

55:16

Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James joins me today to talk about his new book, why so many organisations are mediocre, what we should be thinking about when it comes to measuring performance, a story about a Unilever soap factory, …

1
What happens when you give data back to people? - Interview with Jamie Smith of Customer Futures 56:53

1M ago56:53

56:53

Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity around disruptive and customer-empowering digital propositions, and author of the weekly Customer Futures Newsletter. Jamie joins me today to talk about CustomerTech tools, EmpowermentTech, the emergin…

1
A look inside a punk-inspired contact center - Interview with David Powers 1:00:39

2M ago1:00:39

1:00:39

Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. David joins me today to talk about the need for taking a more punk approach to customer experience and the contact center, what that means in practical terms, some of the big changes he’s seen in the contac…

1
The CX value model and linking experience to business outcomes - Interview with Michael Hinshaw of McorpCX 50:37

2M ago50:37

50:37

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model and why we should be linking experience to business outcomes, some key indicators of a successful customer-centric transformation, why your company might need an experience operatin…

1
Leadership lessons from the winner of the 2023 CX Leader of the Year - Interview with Roxie Strohmenger of UKG 52:13

2M ago52:13

52:13

Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO - VP, CX Strategy at UKG (Ultimate Kronos Group). This interview is slightly different this week as I conduct it with Clare Muscutt, Founder and CEO of Women in CX but follows the same format to the one last year where we interviewe…

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The frontline is where you connect EX and CX together in a very natural way - Interview with Joe Tyrrell of Medallia 47:36

2M ago47:36

47:36

Today’s interview is with Joe Tyrrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX success, his view on the impact Generative AI is having on the world of experience and where he thinks it is heading, personalization and the big challenges that organizations need to tackle in order to fully r…

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Forget the hype. Here's what enterprises are actually doing with generative AI - Interview with Stefano Puntoni and Jeremy Korst 52:54

3M ago52:54

52:54

Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President at GBK Collective. Stefano and Jeremy join me today to talk about a new report called The Rise of Generative AI in the Enterprise that they collaborated on and recently released, some of the biggest emer…

1
The raw and honest truth about what agents think about their jobs - Interview with Juanita Coley 43:30

3M ago43:30

43:30

Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, a workforce management consulting firm. Juanita joins me today to talk about the inside track on what customer service agents like or don’t like about their jobs, the implications of those findings, …

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The challenge with conversational analysis in the Nordics - Interview with Tue Martin Berg of Capturi 53:04

3M ago53:04

53:04

Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia's leading software provider for conversation analysis. Tue joins me today to talk about what they are up to, why some Scandinavian organisations who after implementing call/interaction analytics solutions from one of the big US providers, then r…

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Are you doing change to people or with people? - Interview with Phil Lewis and Claire Croft of Corporate Punk 48:31

4M ago48:31

48:31

Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture. Phil and Claire join me today to talk about how many change/transformation initiatives suffer because they try to do change to and not with their people, how doing change …

1
Customers don't want minimally viable anything. They just want quality - Interview with Debbie Levitt 49:44

4M ago49:44

49:44

Today’s interview is with Debbie Levitt, who is the CXO of Delta CX and the author of Customers Know You Suck. Debbie joins me today to talk about how we are in danger of over-indexing on failure and celebrating failure rather than trying to emulate what makes successful companies successful, how that is manifesting itself, why we talk about Apple …

1
Personalization is pervasive but it's not personal - Interview with Shafqat Islam 49:39

5M ago49:39

49:39

Today’s interview is with Shafqat Islam, Chief Marketing Officer at Optimizely, a digital experience platform software as a service provider. Shafqat joins me today to talk about their recently released Personalised to Personal report, why they think that personalization has officially reached its maximum maturity level, what’s standing in the way …

1
Paul Weller, the Scots word 'gallus' and their relation to delivering an award-winning customer experience - Interview with John Devlin of Ascensos 1:06:21

5M ago1:06:21

1:06:21

Today’s interview is with John Devlin, CEO and co-founder of Ascensos, a leading customer management and contact centre solution provider that offers bespoke and innovative solutions for various industries, such as consumer retail, healthcare and insurance. John joins me today to talk about the evolution of the customer service outsourcing space ov…

1
Your customer doesn't want to know about your technology - Interview with Micah Solomon 44:37

5M ago44:37

44:37

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: Can Your Customer Service Do This?: Create an Anticipatory Customer Experience that Builds Loyalty Forever, why he spends a lot of time wearing a disguise and using a fake name, what …

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How to safely realise the enormous potential of Al - Interview with Juliette Powell and Art Kleiner 49:41

6M ago49:41

49:41

Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, and ethics and Art is a writer, editor, consultant/facilitator and entrepreneur with a background in technology, business culture, scenario thinking and organizational …

1
The science behind repairing trust - Interview with Professor Peter Kim 53:22

6M ago53:22

53:22

Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a newly published book called How Trust Works: The Science of How Relationships Are Built, Broken, and Repaired. Peter joins me today on the podcast to talk about his new book, the diff…

1
The five barriers to digital transformation and a roadmap to overcome them - Interview with David Rogers 50:37

6M ago50:37

50:37

Today’s interview is with David Rogers, who is the world’s leading expert on digital transformation, a member of the faculty at Columbia Business School, and the author of five books. He joins me today to talk about his new book, "The Digital Transformation Roadmap”, the reasons behind why 70 percent or more of digital transformations fall short of…

1
Brands don't need more feedback or survey data to better understand their customers - Interview with Nate Sanders of Artifact 52:44

7M ago52:44

52:44

Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent guest post that he wrote for my site called “Obituary: The Survey (1920s – 2023)” [It caused a bit of stir on LinkedIn], where we are at re surveys, VoC, data and insight, why companie…

1
When we talk about attention, we're actually talking about engagement - Interview with Walter Flaat of dentsu Canada 40:09

7M ago40:09

40:09

Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the Attention Economy, what drives attention (engagement), what brands should be doing in order to be able to deliver a more thoughtful, empathetic and inclusive experience and what are the implications for exper…

1
CX in the age of AI: A leading outsourcer's perspective - Interview with Cathy Jooste and John Samuel of CGS 1:02:49

7M ago1:02:49

1:02:49

Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a global provider of applications, enterprise learning, customer experience and outsourcing services. Cathy and John join me today to talk about how the BPO/outsourcing business has changed over the last 4…

1
The delusion amongst customer service and experience VPs - Interview with Micah Peterson of ProcedureFlow 1:05:46

7M ago1:05:46

1:05:46

Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that is designed to help companies visualize and navigate processes. We talk about two delusions that exist in the service space, particularly at the VP level, why followed proc…

1
The autonomous enterprise is like a North Star vision of where business is going - Interview with Kerim Akgonul and Peter van der Putten of Pega 38:10

8M ago38:10

38:10

Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip to Pegaworld iNspire held in Las Vegas. The first interview is with Kerim Akgonul, the Chief Product Officer at Pega. This is swiftly followed by a chat with Dr Peter Van Der Putten, who is assistant profes…

1
Revisiting the Big Ass Fans story and what happened next - Interview with Carey Smith of Unorthodox Ventures 1:13:07

8M ago1:13:07

1:13:07

Today’s interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast back in October 2014, where along with his colleague Dave Waltz, they shared with me the story of how their customer service strategy was central to growing the Big Ass Fans business five-fold over a five…

1
New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right - Interview with James Dodkins and Tara DeZao of Pega 59:38

9M ago59:38

59:38

Today’s interview is a bit different as it features two, separate interviews in one episode. It's a two-fer! These interviews were conducted on a recent trip to Pegaworld iNspire held in Las Vegas. The first interview is with James Dodkins, who is the CX Evangelist at Pega. This is swiftly followed by a chat with Tara DeZao, Director of Product Mar…

1
Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% - Interview with Jose Herrera of Horatio CX 44:11

9M ago44:11

44:11

Today’s interview is with Jose Herrera, CEO and Co-Founder of Horatio CX, a next generation CX outsourcing firm and the trusted partner of some of the leading and fastest growing ecommerce companies. Jose joins me today to talk about maintaining a human connection when everyone else seems to be talking about how customer service needs to be led by …

1
Our transformation journey and unleashing the power of AI and automation - Interview with Shelia Anderson of Aflac 17:19

9M ago17:19

17:19

Today’s interview is with Shelia Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial protection to millions of policyholders and customers through its subsidiaries in the U.S. and Japan. I met Shelia as part of a recent trip to Pegaworld iNspire held in Las Vegas. Shelia delivered one …

1
The messy middle of customer service revisited - Interview with Michael Ramsey of ServiceNow 53:23

10M ago53:23

53:23

Today’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, wha…

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The pragmatic approach to transforming customer service - Interview with Mike Upton of First Tech Credit Union 30:56

10M ago30:56

30:56

Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit union serving the world’s leading technology-oriented companies and their employees. I met Mike as part of a recent trip to Pegaworld iNspire held in Las Vegas. Mike was talking at one of the break…

1
Purposefully designed experiences don't happen by accident - Interview with Deborah Battaglia of Assurant 55:20

10M ago55:20

55:20

Today’s interview is with Deborah (Deb) Battaglia, Senior Vice President, Customer Experience at Assurant, Inc, a global B2B2C Fortune 300 company that provides risk management and insurance products to leading automotive, housing, and mobile technology companies. Deb joins me today to talk about the ‘why’ & vision for their transformation, how lon…

1
Developing empathy within ourselves and the machines that we build - Interview with Minter Dial 58:06

10M ago58:06

58:06

Today’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 t…

1
Why you should be adopting an Experience Mindset - Interview with Tiffani Bova of Salesforce 50:50

11M ago50:50

50:50

Today’s interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Tiffani joins me today to talk about her new book: The Experience Mindset: Changing the Way You Think About Growth, what is an Experience Mindset, what’s the best way to adopt one, …

1
Customer experience (CX) leaders will become the engagement quarterbacks of the future - Interview with Mike Murchison of Ada 51:53

11M ago51:53

51:53

Today’s interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk about how the conventional customer experience playbook is outdated, why brands should be talking to their customers more as they grow (not less), a view on the future of customer experience, what service …

1
There’s no point having a fast bike, if you don’t know how to ride it - Interview with Jerry Haywood of Boost.ai 55:59

11M ago55:59

55:59

Today’s interview is with Jerry Haywood, who is the Chief Executive Officer at boost.ai, a leading provider of conversational AI for enterprises. Jerry joins me today to talk about if ChatGPT has become the fastest proprietary eponym or generic trademark in history, why chat-first customer service strategy is the future of the customer experience a…

1
PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation - Interview with Don Schuerman of Pega 43:12

12M ago43:12

43:12

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the upcoming PegaWorld iNspire, how excited Don feels about being back face-to-face again after four years, celebrating Pega's 40th anniversary and 40 years of innovation, the autonomous enterprise, …

1
The promise of generative AI in customer care and the challenges ahead - Interview with Ryan McDonald, Chief Scientist at ASAPP 54:58

12M ago54:58

54:58

Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP. Ryan joins me today to talk about his experience over the last 20 years in the language technology space (AI: NLP, ML, LLMs), recent developments in the generative AI space, the challenges that enterprises face in embracing and leveraging this technology and how ASAPP is advancing A…

1
Well-being and the changing nature of management and leadership - Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose 1:03:50

1y ago1:03:50

1:03:50

Today’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 o…

1
The connection between flight simulators, agent attrition and better outcomes - Interview with Brian Tuite of Zenarate 42:33

1y ago42:33

42:33

Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins me today to talk about agent turnover and attrition and how much of that is driven by the level of training, preparation and support that agents receive and how they are …

1
The crucial role of constant storytelling and change management in our transformation - Interview with Nadia Ness of Ikea 43:48

1y ago43:48

43:48

Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea. Nadia joins me today to talk about transforming IKEA’s customer support, the rationale behind their three-year transformation programme, what they did, what they achieved and what they learned along the way. This interview follows on from my recen…

1
As people, we don't need personalization, we need humanization - Interview with Paul Greenberg 55:31

1y ago55:31

55:31

Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services, including CRM, customer experience and customer engagement strategies. He is also an author, considered a thought leader in CRM and often called “The Godfather of CRM” (that’s the industry…

1
We can't be digital-first, we have to be customer-first - Interview with Sue Duris of M4 Communications 54:13

1y ago54:13

54:13

Today’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…

1
Tool time, task time and how ChatGPT will change everything in customer support - Interview with Des Traynor of Intercom 56:25

1y ago56:25

56:25

Today’s interview is with Des Traynor, Chief Strategy Officer and Co-founder at Intercom. Des joins me today to talk about some research they recently conducted around customers' communication preferences and what that means. We then go on to talk about ChatGPT and how they believe it will change everything, particularly in the world of customer se…

1
Let your people be the humans they've spent all their life training to be - Interview with John Sills of The Foundation 47:31

1y ago47:31

47:31

Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The Human Experience: How to make life better for your customers and create a more successful organization), three myths that get in the way of injecting more humanity into experience and seven b…

1
We need to move leadership from the job of one to the job of the many - Interview with Julia Fabris McBride of the Kansas Leadership Center 45:25

1y ago45:25

45:25

Today’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 chal…

1
Building your house to be able to deliver a truly personalised customer experience - Interview with Greg Kihlström of The Agile Brand 45:58

1y ago45:58

45:58

Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also the host of The Agile Brand with Greg Kihlström podcast. Greg joins me today to talk about his new book: House of the Customer - A blueprint for one-to-one,…

1
Imagine having to type a ticket using a gaming console - Interview with Tony Adams of Supercell 1:00:42

1y ago1:00:42

1:00:42

Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player Experience (PX), the specific challenges that entails, the GiG metric, the horrific thought of having to type a ticket using a gaming console, the commoditisation/dehumanisation of the ag…

1
What the heck is Relative Attractiveness and why it matters? - Interview with Richard Hammond of Uncrowd 54:26

1y ago54:26

54:26

Today’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, R…

1
Customer journey orchestration made easy - Interview with Mark Smith of CSG 59:48

1+ y ago59:48

59:48

Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global experience in Customer Experience Management, Real-Time Interaction Management, and Analytical CRM. Mark is a friend of the podcast and has appeared here twice before. Once in 2017 and again in 2021. This …

1
Leadership lessons from the winner of the 2022 CX Leader of the Year - Interview with Maneesha Bhusal of JD .ID 57:46

1+ y ago57:46

57:46

Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong Indonesia ( JD.ID), which is a subsidy of Jingdong (JD.com), one of the largest retailers in China. This interview is slightly different this week as I conduct it with Clar…

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