Punk CX with Adrian Swinscoe
En podkast av Adrian Swinscoe
528 Episoder
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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
Publisert: 25.8.2023 -
Revisiting the Big Ass Fans story and what happened next - Interview with Carey Smith of Unorthodox Ventures
Publisert: 19.8.2023 -
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
Publisert: 10.8.2023 -
Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% - Interview with Jose Herrera of Horatio CX
Publisert: 1.8.2023 -
Our transformation journey and unleashing the power of AI and automation - Interview with Shelia Anderson of Aflac
Publisert: 24.7.2023 -
The messy middle of customer service revisited - Interview with Michael Ramsey of ServiceNow
Publisert: 14.7.2023 -
The pragmatic approach to transforming customer service - Interview with Mike Upton of First Tech Credit Union
Publisert: 5.7.2023 -
Purposefully designed experiences don't happen by accident - Interview with Deborah Battaglia of Assurant
Publisert: 26.6.2023 -
Developing empathy within ourselves and the machines that we build - Interview with Minter Dial
Publisert: 18.6.2023 -
Why you should be adopting an Experience Mindset - Interview with Tiffani Bova of Salesforce
Publisert: 6.6.2023 -
Customer experience (CX) leaders will become the engagement quarterbacks of the future - Interview with Mike Murchison of Ada
Publisert: 30.5.2023 -
There’s no point having a fast bike, if you don’t know how to ride it - Interview with Jerry Haywood of Boost.ai
Publisert: 19.5.2023 -
PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation - Interview with Don Schuerman of Pega
Publisert: 11.5.2023 -
The promise of generative AI in customer care and the challenges ahead - Interview with Ryan McDonald, Chief Scientist at ASAPP
Publisert: 3.5.2023 -
Well-being and the changing nature of management and leadership - Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose
Publisert: 24.4.2023 -
The connection between flight simulators, agent attrition and better outcomes - Interview with Brian Tuite of Zenarate
Publisert: 14.4.2023 -
The crucial role of constant storytelling and change management in our transformation - Interview with Nadia Ness of Ikea
Publisert: 4.4.2023 -
As people, we don't need personalization, we need humanization - Interview with Paul Greenberg
Publisert: 28.3.2023 -
We can't be digital-first, we have to be customer-first - Interview with Sue Duris of M4 Communications
Publisert: 20.3.2023 -
Tool time, task time and how ChatGPT will change everything in customer support - Interview with Des Traynor of Intercom
Publisert: 10.3.2023
An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.