Punk CX with Adrian Swinscoe

517 Episodes

1. Using analytics, decisioning and robotics to improve the employee and customer experience - Interview with Kerim Akgonul of Pega

   Published: 12/7/2019
2. Most personalisation initiatives fail to improve customer experience - Interview with Jan Jensen of CXense

   Published: 12/7/2019
3. Making customer interactions more human by using analytics, decisioning and artificial intelligence - Interview with Rob Walker of Pega

   Published: 12/7/2019
4. Zappos: Customer experience, employee experience, culture and holocracy - Interview with Rob Siefker of Zappos and Zappos Insights

   Published: 12/7/2019
5. You have to sit next to a customer to be able to really understand their pain - Interview with Ben Velker of Edgenet

   Published: 12/7/2019
6. If you are in employee engagement then you are in management development as well - Interview with Jim Barnett of Glint

   Published: 12/7/2019
7. The Contest and getting everyone involved in delivering the best customer experience - Interview with David Kalt of Reverb.com

   Published: 12/7/2019
8. Delivering omni channel experiences that create memorable relationships - Interview with Janelle Matthews of Genesys

   Published: 12/7/2019
9. The benefits of surveying your customers at the point of experience - Interview with Lee Evans of SurveyMe

   Published: 12/7/2019
10. Service design and creating experiences that work for customers, employees and stakeholders - Interview with Birgit Mager

    Published: 12/7/2019
11. Over 50% of a customer’s experience is driven by how they feel - Interview with Colin Shaw

    Published: 12/5/2019
12. How Tower grew by over 40% by introducing a five hour work day - Interview with Stephan Aarstol

    Published: 12/5/2019
13. Technology has made people very productive but it has undermined their creativity - Interview with Chris Lewis

    Published: 12/5/2019
14. The rationale behind choosing a high-touch and high-cost route to serve our customers - Interview with Matthias Murin

    Published: 12/5/2019
15. How to do extraordinary things for your customers and your people - Interview with Bill Taylor

    Published: 12/5/2019
16. Messaging, chat bots and improving the customer experience - Interview with Donna Peeples

    Published: 12/5/2019
17. Most organisations are ignoring the behavioural element of customer experience - Interview with Morris Pentel

    Published: 12/5/2019
18. Many brands are losing touch with crucial ‘moments of truth’ - Interview with PV Kannan of [24]7

    Published: 12/5/2019
19. Fostering a listening culture is the best way to deliver better customer and employee outcomes - Interview with Rob Pace of HundredX

    Published: 12/5/2019
20. The connection between Comic-Con, Escape The Room and world-class customer service - Interview with Liz Graham of Wayfair

    Published: 12/5/2019