Best Adrian Swinscoes Podcasts (2024)

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

7d 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

15d 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
How To Create Experience Makers | Dan Gingiss 38:00

22d 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

24d 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
Personalisation and the pink elephant in the room - Interview with Emma Springham of TSB 21:04

1M 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

1M 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

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

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

2M 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

2M 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

2M 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

2M 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

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

3M 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

3M 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

3M 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

3M 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
Uncovering the Magic within CX | Shep Hyken 39:10

3M 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
Revolutionizing Customer Experience | Adrian Swinscoe 41:55

3M 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
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
The CX value model and linking experience to business outcomes - Interview with Michael Hinshaw of McorpCX 50:37

4M 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

4M 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
Forget the hype. Here's what enterprises are actually doing with generative AI - Interview with Stefano Puntoni and Jeremy Korst 52:54

5M 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

5M 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 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
Are you doing change to people or with people? - Interview with Phil Lewis and Claire Croft of Corporate Punk 48:31

6M 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

7M 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

7M 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
Turning Happy Customers Into Higher Revenue with David Avrin, a Customer Experience Keynote Speaker and Consultant 46:11

7M ago46:11

46:11

In this episode of Practical AI: The Capacity for Good, David Avrin, a Customer Experience Keynote Speaker and Consultant, joins James Diel to reveal the importance of customer retention and how it impacts a company's revenue. They highlight the need for a customer retention strategy that prioritizes customer happiness, value, and engagement and de…

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

7M 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

7M 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 …

1
How to safely realise the enormous potential of Al - Interview with Juliette Powell and Art Kleiner 49:41

8M 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
Revolutionizing Customer Experience with Punk Spirit with Adrian Swinscoe, an Aspirant Punk at Punk CX 50:53

8M ago50:53

50:53

In this episode of Practical AI: The Capacity for Good, Adrian Swinscoe, an Aspirant Punk at Punk CX, joins James Diel to share his insights on how you can tap into your inner punk spirit to revolutionize your approach to customer experience, as well as integrating empathy and AI in customer service. Adrian is a seasoned professional with an extens…

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

8M 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

8M 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

9M 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
The AI Frontier: Pioneering Change in Customer Service with David Karandish, Founder and CEO of Capacity 27:25

9M ago27:25

27:25

In this episode of Practical AI: The Capacity for Good, David Karandish, Founder and CEO of Capacity, joins James Diel to unveil how AI and automation revolutionize customer service, balancing customer experience and profitability in AI integration, and the evolution of AI from reactive to proactive assistance. With over two decades of experience i…

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

9M 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

9M 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

10M 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
AI as a Business Productivity Ally with Aytekin Tank, Founder and CEO of Jotform 33:13

10M ago33:13

33:13

In this episode of Practical AI: The Capacity for Good, Aytekin Tank, Founder and CEO of Jotform, joins James Diel to share his actionable insights on how business leaders can enhance their productivity and achieve more by automating their busywork and focusing on what really matters. Aytekin is a renowned industry leader with over two decades of e…

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

10M 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

11M 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
Elevating Customer Experience by Balancing Human Touch and AI with Shep Hyken, Chief Amazement Officer at Shepard Presentations 32:47

11M ago32:47

32:47

In this episode of Practical AI: The Capacity for Good, Shep Hyken, Chief Amazement Officer at Shepard Presentations, joins James Diel to explore the importance of building human relationships in customer service and what role AI plays in enhancing customer experience. Shep is a renowned expert in customer service and experience, a dynamic keynote …

Podcasts Worth a Listen

Adrian Swinscoes Podcasts

Podcasts Worth a Listen

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