Best Adrian Swinscoe Podcasts (2024)

1
There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa 26:07

2h ago26:07

26:07

Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas to talk about what stood for him at the event and how Bupa has evolved its customer engagement story and Customer Decision Hub capabilities in Australia from outbound to digital management and s…

1
Transform Your Contact Centre Through Punk CX with Adrian Swinscoe 28:58

9h ago28:58

28:58

In this thought-provoking episode of Talk Time with MaxContact, host Sean McIvor welcomes back Adrian Swinscoe, the maverick mind behind the Punk CX philosophy. Adrian, author of "Punk CX" and "Punk XL", challenges listeners to rethink everything they know about customer experience in contact centres. Drawing parallels between the music industry's …

1
The ongoing decline of brand loyalty, what’s driving it and what should be done about it - Interview with Simon Morris of ServiceNow 45:06

4d ago45:06

45:06

Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming ou…

1
Greatest Hits: Leadership Lessons from the Contact Centre Frontlines with Clayton Drotsky 32:36

10d ago32:36

32:36

In this insightful episode of Talk Time with MaxContact, host Sean McIver welcomes Clayton Drotsky, founder of Growth Crew Limited and a veteran of the contact centre industry. With 17 years of experience leading contact centres globally, Clayton shares his unique perspective on leadership, having started his career on the frontlines. Clayton discu…

1
We've only just scratched the surface of artificial intelligence - Interview with Peter van der Putten of Pega 27:24

18d ago27:24

27:24

Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University in The Netherlands. I caught up with Peter at the recent PegaWorld to talk about his highlights from the event, how to think about AI using a left/right brain thinking metaphor and what’s coming next in the ent…

1
Listening and taking action at scale - Interview with Ron Secrist of Citi and Christina Sansone of Dish 30:41

22d ago30:41

30:41

Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President of CX Transformation at Dish. I met both of them when I attended Qualtrics’ X4 Summit in Salt Lake City last month and talked to them about their Qualtrics journey, what they…

1
How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform - Interview with Prashaant Huria of Unilever 40:25

1M ago40:25

40:25

Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business. Prashaant and I connected after he spoke at Adobe’s Global Summit in Las Vegas back in late March. We talked about how they got 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform that Prashaant and his…

1
Transform Your Contact Centre Through Dialogue with Nathan Dring 28:26

1M ago28:26

28:26

In this episode of Talk Time with MaxContact, Nathan Dring, Founder and Director of Nathan Dring and Associates Ltd, joins Sean McIver to discuss integrating learning into daily operations, building trust through conversations, and the impact of remote work on team dynamics. They also touch on the role of managers in driving cultural change and the…

1
How To Create Experience Makers | Dan Gingiss 38:00

1M ago38:00

38:00

Send us a Text Message. Episode Summary: In this episode, we chat with Dan Gingiss, a customer experience expert and keynote speaker, about the pivotal role of social media in customer service. Dan shares his journey from corporate America to becoming a thought leader in customer experience, emphasizing the importance of engaging with customers on …

1
Lessons learnt from testing Copilot for service across tens of thousands of service engineers - Interview with Jeff Comstock of Microsoft 44:43

1M ago44:43

44:43

Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, the impact it is having on the agent experience and also customer/business outcomes, their experience trialling it extensively with their own customer service engineers, how their early adopter clients …

1
Expert Analysis: Leading and Empowering Hybrid and Remote Teams in Contact Centres 36:39

2M ago36:39

36:39

Welcome to another episode of Talk Time! In this special episode we’re focusing on hybrid and remote working in contact centres, delving into how to effectively manage a hybrid or remote team, support their work-life balance, and keep customers at the organisation's core. This episode features insights from George Frater of ProblemShared, Danny War…

1
Personalisation and the pink elephant in the room - Interview with Emma Springham of TSB 21:04

2M ago21:04

21:04

Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las Vegas after she spoke on the Main Stage. Emma and I talk about the importance of your personal brand in marketing and CX leadership, the pink elephant in the room, what personalisation means for …

1
Enhancing Customer Experience through Simplicity | David Avrin 41:45

2M ago41:45

41:45

Send us a Text Message. Episode Summary: Join us as we dive into the critical aspects of customer experience with David Avrin, a leading expert, speaker, and author of "Why Customers Leave (And How to Win Them Back)." David shares his journey from observing rigid organizational policies to becoming a customer experience advocate. In this episode, w…

1
Making in-store grocery shopping fun and going viral on TikTok - Interview with David McIntosh of Instacart 42:07

2M ago42:07

42:07

Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the retail space, why and how they are reaching into the physical retail domain, what they are up to, the benefits for both the customer and business and a look into the future of retail. This interview follo…

1
Contact Centre Innovation 101 with Paul Weald 35:35

2M ago35:35

35:35

In this episode of Talk Time with MaxContact, Paul “The Contact Centre Innovator” Weald, Director of Multichannel Customer Experience, joins Sean McIver to share his perspective on contact centre innovation and what it takes to make significant improvements to customer experience. They dive into the importance of balancing demand with smart contact…

1
Buyer's Remorse and the Impact on Customer Satisfaction | Joey Coleman 38:04

2M ago38:04

38:04

Send us a Text Message. Episode Summary: Join us as we delve into the fascinating world of customer experience with renowned expert Joey Coleman. From unraveling the mysteries behind buyer's remorse to exploring the nuances of global customer service, this episode is packed with insights to transform your approach to customer interactions. Joey Col…

1
If you aren't fixing the bigger picture, then you are just putting a band-aid on the problem - Interview with Zig Serafin of Qualtrics 22:04

2M ago22:04

22:04

Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in Salt Lake City. We talked about Qualtrics’ vision, the highlights from the event, the XM Operating system, Qualtrics AI and the hundred different AI models that they have built, how they are e…

1
Importance of Leadership in Fostering Customer Centricity | Olga Potaptseva 32:11

2M ago32:11

32:11

Send us a Text Message. Episode Summary: Join us in a thought-provoking conversation with Olga Potaptseva, a leading CX advisor, speaker, and founder of CX Panda, the first CX knowledge base. In this episode, we delve into the essence of customer centricity, its impact on customer experience, and the unique challenges and opportunities it presents …

1
Behind the Scenes: Building & Launching MaxContact's Spokn AI Speech Analytics 40:36

3M ago40:36

40:36

In this special episode of Talk Time with MaxContact, Ben Booth, CEO at MaxContact, and Matthew Yates, VP of Engineering at MaxContact, join Sean McIver to unveil Spokn AI, our exciting new speech analytics product. In just twelve short months, Spokn AI went from concept to reality, with its first client going live in just two weeks. Ben and Matthe…

1
The Generative AI landscape: The good, the bad and the boring - Interview with Don Schuerman of Pega 38:45

3M ago38:45

38:45

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 2024 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 9th to the 11th and there is a money back guarantee!), what he’s most looking forward to at the …

1
Reducing Attrition Through Digital Empathy | Jonathan Hawkins 34:57

3M ago34:57

34:57

Send us a Text Message. Episode Summary: In this episode, we delve into the innovative world of behavioral analytics with Jonathan Hawkins, founder, and CEO of Anthrolytics. Join us as Jonathan discusses the impact of digital empathy in the customer experience (CX) and employee engagement landscape, and how Anthrolytics is revolutionizing the way b…

1
Why South Africans Do It Better | Dennis Wakabayashi 26:35

3M ago26:35

26:35

Send us a Text Message. Episode Summary: In this episode, we welcome Dennis Wakabayashi, a renowned customer experience journalist, MC, keynote speaker, consultant, and podcast host. Join us as we dive into an insightful conversation about the world of customer experience (CX), Dennis' journey in the field, and his unique perspectives gained from g…

1
Episode 500: Some reflections on the last 13 years 44:57

3M 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
Engage and Excel Your Contact Centre Team with Dave Clowes 33:51

3M ago33:51

33:51

In this episode of Talk Time with MaxContact, Dave Clowes, Contact Centre Manager at NHS Shared Business Services, joins Sean McIver to explore the topic of team engagement. They share innovative strategies for motivating contact centre agents, performance management techniques, and the need to balance engagement metrics with employee morale. Dave …

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

3M 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
Effective Strategies for Outsourced Contact Centres with Neville Doughty 33:20

4M ago33:20

33:20

In this episode of Talk Time with MaxContact, Neville Doughty, Partnership Director at Contact Centre Panel, joins Sean McIver to explore how situational CX elevates customer service, the importance of pairing the right business with the right outsourced partner to deliver effective customer experiences, and how to find the perfect balance between …

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

4M 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
Greatest Hits: How to Create a Culture of Learning in Contact Centres with Chris Rainsforth 35:27

4M ago35:27

35:27

Chris Rainsforth, Director of The Forum, joins Sean McIver to reveal the significance of fostering, supporting, and empowering contact centre professionals, professionalising the industry, and using technology to enhance customer service. They also cover the future of the industry and the role AI plays in growing super agents. Chris is an esteemed …

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

4M 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
Challenges In Delivering Effective CX | Stacy Sherman 31:49

4M ago31:49

31:49

Send us a Text Message. Episode Summary: Join us in this episode as we welcome Stacy Sherman, a leader in customer experience (CX). Stacy, founder of Doing CX Right, shares her insights and experiences in enhancing CX through various roles including professional speaker, strategic advisor, coach, author, and podcast host. Key Highlights: Introducti…

1
Keep Your Employees Happy | Annette Franz 39:55

4M ago39:55

39:55

Send us a Text Message. Episode Summary: In this episode, we welcome Annette Franz, an award-winning coach, keynote speaker, author, and founder of CX Journey. With over 30 years in the industry, Annette shares her expertise in creating impactful customer and employee experiences, discussing her journey and her books "Built to Win" and "Customer Un…

1
Revolutionizing Customer Experience | Adrian Swinscoe 41:55

4M ago41:55

41:55

Send us a Text Message. Episode 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 orga…

1
Uncovering the Magic within CX | Shep Hyken 39:10

4M ago39:10

39:10

Send us a Text Message. Episode Summary: In this enlightening episode we sit down with the renowned Shep Hyken, a leading voice in customer experience, New York Times bestselling author, and keynote speaker. Shep shares insights beyond his CX expertise, including his hobbies and the philosophy that shapes his approach to customer experience. Dive d…

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

4M 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
How to Really Know What's in the Heart of Your Customer with Jim Tincher, Founder and CEO of Heart of the Customer 35:07

4M ago35:07

35:07

In this episode of Practical AI: The Capacity for Good, Jim Tincher, Founder and CEO of Heart of the Customer, joins James Diel to reveal the true essence of "knowing your customer," share critical tools needed to perfect the customer journey, and delve into the game-changing role of AI and automation in enhancing customer engagement. Jim is a high…

1
How to Effectively Lead 4,000 Contact Centre Agents with Adam Altoft 30:33

5M ago30:33

30:33

In this episode of Talk Time with MaxContact, Adam Altoft, Customer Experience Director for Europe at Rentokil Initial, joins Sean McIver to unveil the challenges of leading large teams in the public sector, why you should treat KPIs as points of curiosity, combining customer analytics, feedback, and personal belief for positive change, and how to …

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

5M 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
Igniting a Customer-Centric Culture Revolution with Leonie Williams 32:23

5M ago32:23

32:23

In this episode of Talk Time with MaxContact, Leonie Williams, Co-founder and Director of Customer Service Solutions Group, joins Sean McIver to discuss the importance of customer service culture and the impact it has on employee and customer experiences. They explore the evolution of customer services in the digital age, the impact of AI on custom…

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

5M 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…

1
The frontline is where you connect EX and CX together in a very natural way - Interview with Joe Tyrrell of Medallia 47:36

5M 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…

1
How AI Tools Propel Customer Success with Lincoln Murphy, Founder of Sixteen Ventures 37:18

5M ago37:18

37:18

In this episode of Practical AI: The Capacity for Good, Lincoln Murphy, Founder of Sixteen Ventures, joins James Diel to define the concept of customer success, the role of AI in customer success management, and how AI tools empower customer success professionals to integrate the human experience, leveraging intelligent analytics, automation, and d…

1
Expert Analysis: AI’s Role in Revolutionising Contact Centres 22:43

5M ago22:43

22:43

It’s a special AI-focused episode of Talk Time! We take another look at some of the interesting perspectives and future predictions from industry experts we’ve been lucky to have on the show, including Adrian Swinscoe, James Revell, Chris Rainsforth and Marianne Rutz. We also share new insights from our experienced leadership team at MaxContact inc…

1
Forget the hype. Here's what enterprises are actually doing with generative AI - Interview with Stefano Puntoni and Jeremy Korst 52:54

6M 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

6M 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, …

1
The Anatomy of Successful CX in Contact Centres with Keith Gait 30:09

6M ago30:09

30:09

In this episode of Talk Time with MaxContact, Keith Gait, Chief Executive of the Customer Experience Foundation, joins Sean McIver to shed light on the differences between customer experience and service in contact centres, how to preserve and protect customer experience during financial or systemic turbulence, what makes a truly successful CX, and…

1
The challenge with conversational analysis in the Nordics - Interview with Tue Martin Berg of Capturi 53:04

6M 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…

1
Navigating Generative AI and It’s Business Impact with Michael Hunigan, VP of Product AI at Capacity 38:13

6M ago38:13

38:13

In this episode of Practical AI: The Capacity for Good, Michael Hunigan, VP of Product AI at Capacity, joins James Diel to discuss the transformative impact of Generative AI, highlighting its role in enhancing workflows across customer service, HR operations, and more. He emphasizes the importance of ethical usage, predicts the evolution of LLMs, a…

1
Redefining Contact Centre Leadership with Clayton Drotsky 31:55

6M ago31:55

31:55

In this episode of Talk Time with MaxContact, Clayton Drotsky, Director and Founder of Growth Crew, joins Sean McIver to unveil his inspiring transition from contact centre agent to influential leader, the difference between management and leadership, and the significance of building meaning into the work environment. With a 17-year career in the r…

1
Are you doing change to people or with people? - Interview with Phil Lewis and Claire Croft of Corporate Punk 48:31

7M 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
Achieving a Seamless Customer Experience with Chatbots: Expert Advice from Tim Farrell of Direct Line 31:27

7M ago31:27

31:27

Tim Farrell, the Business Transformation Manager at Direct Line, joins Sean McIver to discuss the limitations and benefits of using chatbots for an enhanced digital customer experience. Tim Farrell, Direct Line's Business Transformation Manager, plays a key role in introducing innovative features and enhancing solution performance. Before his curre…

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