Punk CX with Adrian Swinscoe

528 Épisodes

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

   Publié: 25/08/2023
2. Revisiting the Big Ass Fans story and what happened next - Interview with Carey Smith of Unorthodox Ventures

   Publié: 19/08/2023
3. 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

   Publié: 10/08/2023
4. Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% - Interview with Jose Herrera of Horatio CX

   Publié: 01/08/2023
5. Our transformation journey and unleashing the power of AI and automation - Interview with Shelia Anderson of Aflac

   Publié: 24/07/2023
6. The messy middle of customer service revisited - Interview with Michael Ramsey of ServiceNow

   Publié: 14/07/2023
7. The pragmatic approach to transforming customer service - Interview with Mike Upton of First Tech Credit Union

   Publié: 05/07/2023
8. Purposefully designed experiences don't happen by accident - Interview with Deborah Battaglia of Assurant

   Publié: 26/06/2023
9. Developing empathy within ourselves and the machines that we build - Interview with Minter Dial

   Publié: 18/06/2023
10. Why you should be adopting an Experience Mindset - Interview with Tiffani Bova of Salesforce

    Publié: 06/06/2023
11. Customer experience (CX) leaders will become the engagement quarterbacks of the future - Interview with Mike Murchison of Ada

    Publié: 30/05/2023
12. There’s no point having a fast bike, if you don’t know how to ride it - Interview with Jerry Haywood of Boost.ai

    Publié: 19/05/2023
13. PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation - Interview with Don Schuerman of Pega

    Publié: 11/05/2023
14. The promise of generative AI in customer care and the challenges ahead - Interview with Ryan McDonald, Chief Scientist at ASAPP

    Publié: 03/05/2023
15. Well-being and the changing nature of management and leadership - Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose

    Publié: 24/04/2023
16. The connection between flight simulators, agent attrition and better outcomes - Interview with Brian Tuite of Zenarate

    Publié: 14/04/2023
17. The crucial role of constant storytelling and change management in our transformation - Interview with Nadia Ness of Ikea

    Publié: 04/04/2023
18. As people, we don't need personalization, we need humanization - Interview with Paul Greenberg

    Publié: 28/03/2023
19. We can't be digital-first, we have to be customer-first - Interview with Sue Duris of M4 Communications

    Publié: 20/03/2023
20. Tool time, task time and how ChatGPT will change everything in customer support - Interview with Des Traynor of Intercom

    Publié: 10/03/2023