Punk CX with Adrian Swinscoe

528 Episodes

1. Customer success (CS) = Customer experience (CX) + Customer outcomes (CO) - Interview with Nick Mehta of Gainsight

   Published: 9/7/2020
2. Experimentation is what makes Microsoft, Google, Netflix and Booking.com so successful - Interview with Harvard Business School Professor Stefan Thomke

   Published: 8/28/2020
3. Emerging leadership lessons from the pandemic and what we need from leaders now - Interview with Rachel Neaman

   Published: 8/21/2020
4. Difficult conversations and building more inclusive and diverse organizations - Interview with Jenn Graham of Civic Dinners

   Published: 8/14/2020
5. Lessons learned from the move to remote working - Interview with Dean Robison of ServiceNow

   Published: 8/7/2020
6. Four key factors that are framing the challenges for organisations going forward - Interview with Jo Causon of The Institute of Customer Service

   Published: 7/31/2020
7. A quest to make technology emotionally intelligent - Interview with Rana el Kaliouby of Affectiva

   Published: 7/25/2020
8. Purpose is not a luxury and matters more than ever in a crisis - Interview with Professor Alex Edmans of London Business School

   Published: 7/19/2020
9. Innovative brands are using direct mail to improve customer engagement - Interview with Dan Frohnen of Sendoso

   Published: 7/12/2020
10. Excellence and extreme humanization are needed more than ever - Interview with Tom Peters

    Published: 7/3/2020
11. A 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 Elsewhen

    Published: 6/27/2020
12. A Center-Out business architecture enables better and more empathetic customer experiences - Interview with Don Schuerman of Pega

    Published: 6/18/2020
13. Up to 90% of digital data is not used. What sort of society accepts 90% waste? - Interview with Gerry McGovern

    Published: 6/12/2020
14. Scaling customer support and maintaining employee and customer satisfaction even through a pandemic - Interview with Nick Misewicz of Pura Vida Bracelets

    Published: 6/3/2020
15. The current crisis has put a very pragmatic lens onto digital transformation - Interview with Tom Libretto of Pega

    Published: 5/26/2020
16. Why 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 Stride

    Published: 5/17/2020
17. Leading a digital transformation that will never end - Interview with Duncan Macdonald of UPC Switzerland

    Published: 5/10/2020
18. Customer experience, innovation, artificial intelligence, culture....a look inside Amazon - Interview with Claire Whitaker

    Published: 5/3/2020
19. 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 Seren

    Published: 4/26/2020
20. Authentic leadership is just the rebranding of transformational leadership with some of the caffeine taken out - Interview with Professor Dennis Tourish

    Published: 4/16/2020