Podcasts about punk cx

In this episode of The CX Pod, hosts Merete and Joanna welcome Adrian Swinscoe, a seasoned expert in customer experience and podcasting, and author of several books about CX including Punk CX! They discuss the evolution of the podcast, Adrian's journey in the customer experience field, the importance of authenticity, current trends, and the role of leadership in fostering a customer-centric culture. Adrian shares insights on the significance of data and storytelling in customer experience, the challenges organizations face in becoming customer-centric, and his vision for the future of CX. The conversation concludes with Adrian reflecting on impactful moments in his career and the importance of doing what makes you happy.Adrian is found here: https://www.linkedin.com/in/adrianswinscoe/?originalSubdomain=uk

In this episode of Talk Time with MaxContact, Adrian Swinscoe returns to discuss his Punk CX philosophy and its application to the rapidly evolving customer experience landscape. Adrian challenges conventional wisdom in CX, advocating for a more disruptive and innovative approach to improve outcomes for both customers and businesses.

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 get myself organised enough to arrange that. So, you get me …… doing something new…..a monologue, if you like, where I share a few thoughts about my podcasting journey….so far. So, dive in, and I hope you enjoy some of my reflections and highlights from the last 13 years and 500 episodes. This interview follows on from my recent interview – Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins – and is number 500 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

In this episode we spoke with Adrian Swinscoe, CX advisor, author, speaker and creator of Punk CX.Adrian discussed the concept of a punk version of customer experience and how it pushes business leaders to fundamentally think and act differently in their approach to CX.During our chat, Adrian shared some key concepts and practical takeaways from his best selling books that will allow you harness your inner punk and transform your own CX. 

Adrian Swinscoe is well known in the CX community as an adviser, speaker, and writer. His Punk CX book argued for a new approach to CX and he also publishes the Punk CX podcast. Adrian also writes about CX in the business magazine Forbes. He is based in Edinburgh, Scotland. In this conversation with Peter Ryan, Adrian argues for a new approach to designing and managing CX - especially when hiring a customer service specialist. He argues for genuine partnership rather than the traditional client and supplier relationship. The punk approach is to tear up the traditiional rules and try something new. https://www.linkedin.com/in/adrianswinscoe/ https://www.adrianswinscoe.com/  

Discover a new perspective on customer experience with Adrian Swinscoe, a multifaceted CX expert. In this episode, Lauren Wood dives into Adrian's unique approach to customer experience, exploring his punk perspective on revolutionizing CX strategies. Adrian shares insights from his experience as an advisor, speaker, author, and podcast host, challenging conventional CX methods.Join us as we delve into the critical aspects of customer experience, the role of innovative technologies, and the importance of adopting a punk mindset to stand out in today's competitive market. Adrian's approach emphasizes simplicity, customer-centricity, and breaking free from traditional frameworks to create impactful customer experiences.Tune in to gain invaluable insights on transforming your CX approach and driving meaningful business outcomes. Adrian's expertise and unique perspective are a must-listen for anyone looking to elevate their customer experience game. If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Preview and Introduction (00:50) Introducing Adrian Swinscoe(02:05) The Concept of Punk CX(06:41) Addressing CX Challenges(10:32) Successful Customer Experience Stories(15:11) Apple's Retail CX Strategy(18:08) Importance of Basic CX Principles(23:35) Building Future-focused CX(27:14) Employee Experience and Its Impact(31:00) Role of Leadership in Transforming CX(39:03) Embracing Empathy in CX(42:03) Resources for CX Leaders(45:14) How Do You Engage with Frontline Teams?(48:06) Final Advice for CX Leaders

Who is Adrian, and is he the rebel of CX? We got to talk to this legend of a speaker and best-selling author on customer service, experience and engagement about his take on CX today, what matters and not, and not at least: Is it really possible to design an experience? A fun and engaging conversation with one of the pioneers within Customer Experience in Europe! This weeks cx position: how about this one: https://www.linkedin.com/jobs/view/3568356269/?alternateChannel=search&refId=GWulcnZrl%2Ff9hOzb85y7Ng%3D%3D&trackingId=NSqiOLviDXx2tOvCyCy0jg%3D%3D

Adrian Swinscoe, an Aspirant Punk at Punk CX, joins Sean McIver to explore the Punk CX movement and its potential to revolutionise the service and experience industry. They dive into the role of punk spirit in challenging CX norms and championing authenticity, how organisations can embrace that punk aspect, and the role of technology in enhancing the agent experience and delivering exceptional customer service.

In this episode, Adrian Swinscoe of Punk CX joins us to talk all about why Adrian likes and writes about CX; why customer service really isn't all that complicated (even for the bigger brands); and how we can start bringing empathy into CX!

Today we're going to talk about the value of thinking about experience holistically - customers, employees, and the business, so that when it's done well, everyone wins. To help me discuss this topic, I'd like to welcome Adrian Swinscoe, Customer Service and Experience Advisor, Mentor, author of the book Punk XL, and host of the Punk CX podcast. RESOURCES The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Today we're going to talk about the value of thinking about experience holistically - customers, employees, and the business, so that when it's done well, everyone wins. To help me discuss this topic, I'd like to welcome Adrian Swinscoe, Customer Service and Experience Advisor, Mentor, author of the book Punk XL, and host of the Punk CX podcast. RESOURCES The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

What it Takes to Deliver Great Experiences at All Levels  Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond.  Top Takeaways:   ·      It's no longer sufficient just to talk about customer experience in isolation. We have to start thinking about it holistically and ask, “What does it mean for the entire business?” ·      There's a lot of power in a place called the "gemba", meaning the real place. In business, "gemba" is the place where value is created. Figure out where the gemba in your business is and ask yourself, “How can I go there? And, how often do I go there to understand what's going on with my customers and my employees? ·      On feedback… Psychologically, with a blank text box, people don't know where to start or how to start. When you are asking for qualitative feedback, guide your customers by creating a fill-in-the-blank item. Lead with statements like, "Your experience would be better if we..." ·      Some leaders and executives are suffering from the Jekyll and Hyde Syndrome. Even a reasonable person might reach a point where they, without realizing it, would treat customers in a way that they themselves wouldn't find acceptable.  ·      All proceeds of Adrian's book, Punk XL will go to Doctors Without Borders as an acknowledgment of the work that they have done for the last 50 years. How cool is that! Quote:   "When you are sending a customer survey, make it shorter. You are asking your customers to take the time to tell you what they think. Respect their time by keeping it as short as you possibly can."  About:   Adrian Swinscoe has been growing and helping develop customer-focused large and small businesses for over 25 years. He is a CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Happy New Year to all our listeners at Fireside Chats Without The Fires, and thank you all for the support for the podcast. As we enter our second year (yes, second!!), we are amazed to be starting the year with a simply outstanding guest. Adrian Swinscoe, the author of Punk CX, joins Neal to talk about his latest book, Punk XL.  Punk XL does the entire CX community a solid by creating this creative masterpiece (yes, masterpiece) of tracks that make us think/re-think how we set our customer-facing organizations up to succeed. Ever heard of rEcIpe? HIPPO? Proto-WTF-col? Each of these explained on video and sound by author extraordinaire, Adrian Swinscoe 

Executive Producer | Communicate Your Why Podcast Network I connected with Ben over LinkedIn in 2019 as I was giving away PUNK CX by Adrian Swinscoe and Ben had won a copy. As I mention in more detail during the interview I never really checked out what he did. That is until this summer. As Executive Producer for the Communicate Your Why Podcast Network I had to learn more. And I went down the proverbial rabbit hole of his website and publications. Ben, like me, believe in the ‘why' in people. Also early adopters of Simon Sinek's (Start With Why) but Ben has taken it much further. He helps people to find their why and then to share that to others. His podcast network has professional podcasters from differing backgrounds working with clients to write their story, tell their why, and generate content for publications or sharing on social media. Truly a podcast network. One concept he has is “give me 4 hours or your time and I will give you a years worth of social media content”. Anyone who is into content generation will know you spend more than 4 hours a year! The idea for that he gleaned from Gary Vaynerchuck podcast which I also think I had heard. Ben has taken that into his business and made it a success. If anyone here is interested in getting your podcasting game into shape, follow the link below to his free “30-day to launch podcast checklist”. Really fun talking with him and I am sure to circle around again soon to go deeper on some of the topics. Enjoy! Guests LinksWebsite https://communicateyourwhy.com Launch a podcast https://communicateyourwhy.com/30-day-launch/ Social links https://www.linkedin.com/in/yourbrandmarketing/ My LinksMy most recent blogpost at https://www.andrewfmaher.com

Today's podcast interview, like last week's, is different. Last week I shared the first part of a two-part conversation about a new book project: Punk XL, that has just been released. Again, it is available as both a podcast and a video [see below or follow this link]. A lot has happened since Punk CX was published in 2019, and Punk XL, where XL stands for eXperience Leadership, seeks to explore what it means and takes to deliver a great experience at different levels (individual, team, organisation, customer and beyond). The book features contributions from experience "artists": Ari Weinzweig, Serena Riley, Lara Khouri, Richard Hammond, Amy Scott, Sandra Thompson, Paul Greenberg, Joyce Kim, Karen Jaw-Madson, Martin Lucas, Sandra De Zoysa, Clare Muscutt, Oisin Lunny, Tom Watts and Matt Wilson (more details about all of them are below). However, today I want to share a recent conversation with some of the "artists" I worked with on this book, namely Sandra De Zoysa, Richard Hammond, Sandra Thompson, Ari Weinzweig and Karen Jaw-Madson. I talk to them about Punk XL, what XL means for them, why it's important, why they got involved with the project, what their favourite bits of the new book are and why all of the book's proceeds will be donated to charity. This interview follows on from my recent interview – Introducing Punk XL – Interview with Serena, Lara, Amy, Joyce, Oisin and Tom – and is number 412 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today's podcast interview is different. Here's how it is different: It's Part 1 of a two-part conversation about a new project. Part 2 will be released next week. It's available as a podcast and also as a video [follow this link]. But, most excitingly, it's about Punk XL, a follow up book to Punk CX, which I am delighted to say is officially released today around the world! Now, Punk CX was published in 2019 and explored what a punk rock version of customer experience (CX) could look and feel like. However, a lot has happened since then. It's no longer sufficient to talk about customer experience in isolation. To succeed, we need to think about experience holistically, especially if we are to deliver the outcomes and reach the heights we aspire to. Punk XL, where XL stands for eXperience Leadership, seeks to explore what it means and takes to deliver a great experience at different levels (individual, team, organisation, customer and beyond). Like its predecessor Punk CX, it will be composed of a series of short and punchy "tracks" organised loosely around a series of concentric rings or dimensions that will explore what eXperience Leadership means at that particular level. To add richness, perspective and depth, it features contributions from a number of different experience "artists" from around the world. Those "artists" are Ari Weinzweig, Serena Riley, Lara Khouri, Richard Hammond, Amy Scott, Sandra Thompson, Paul Greenberg, Joyce Kim, Karen Jaw-Madson, Martin Lucas, Sandra De Zoysa, Clare Muscutt, Oisin Lunny, Tom Watts and Matt Wilson (more details about all of them are below). But today, I want to share with you a conversation I have recently had with some of the "artists" I worked with on this book, namely Serena, Lara, Amy, Joyce, Oisin and Tom. I talk to them about Punk XL, what XL means for them, why it's important, why they got involved with the project, what their favourite bits of the new book are and why all of the book's proceeds will be donated to charity. This interview follows on from my recent interview – Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM – and is number 411 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Adrian Swinscoe, the author of PUNK CX, is today's guest on the podcast. Adrian shines a light on the backstory of the PUNK CX book, and how, over a few drinks in a bar, the idea came to him. He passionately explains what being a CX Punk in today's CX World means and why it's important to “shake the tree”. Adrian is very clear that the book is not the answer is all the challenges that exist within CX today, more so that the whole premise of the book is to encourage people to do better work. As Adrian puts it, “Following the crowd won't get you to number 1. Are you an artist, or are you colouring in” Lastly, Adrian points out how being brilliant at the basics will have a profound impact on your customers, that they will feel safe and sound with you and your company. There is so much insight and intelligence that Adrian shares on this episode, it will get you and your company thinking about how CX is being run in your company.

Adrian Swinscoe is a CX PUNK, bestselling author of How to Wow and Punk CX, FORBES Contributor, Keynote speaker, and CX advisor.

Un livre sur l'expérience client intitulé Punk CX n'est pas qu'une promesse de divertissement mais aussi de provocation. Adrian Swinscoe est allé au-delà de cela cependant et il a également rendu … Lire la suite The post CX Expérience client : never mind the bollocks, et vivent les Punks ! appeared first on Marketing & Innovation.

A book on customer experience entitled Punk CX is bound to be entertaining, disruptive and provocative. Adrian Swinscoe made it also very insightful. With regard to Customer experience, frustration is … Lire la suite The post Never Mind The Bollocks Here's The PUNK CX Customer Experience appeared first on Marketing & Innovation.

Adrian Swinscoe wears many hats. How many do you ask? Well... He's the author of three books (https://www.amazon.com/Punk-CX-Adrian-Swinscoe/dp/1095272012 (Punk CX), https://www.amazon.com/How-Wow-Effortless-Customer-Experience/dp/1292116897 (How to Wow), and https://www.amazon.com/Rare-Business-Relationships-Customers-Sustainable/dp/0956673503 (RARE Business)), He's been blogging and podcasting for 10 years, so way before it was cool (https://podcasts.apple.com/us/podcast/punk-cx-with-adrian-swinscoe/id575552097 (Punk CX)), He runs a https://www.adrianswinscoe.com/ (consulting company), He writes for Forbes (check out his work https://www.forbes.com/sites/adrianswinscoe/?sh=3c97a1194af2 (here)), He's a Fellow at the Royal Society for the encouragement of Arts, Manufacturing, and Commerce, And an Ambassador for the European Customer Experience Organization (https://ecxo.org/ (EXCO)). What did we talk about you might ask? Well, plenty! This is one of the longer shows at 45 mins, but you will want to listen to the end. Adrian and I cover: How CX has evolved over the past 5 - 10 years, and boy does he have perspective What differentiates the best CX leaders from the laggards The Core tenets of CX The 2-3 traits that differentiate the best CX leaders from others in the discipline How CX teams can drive culture change The CX Tech Stack and how it adds value Where CX should sit in an organization This show is just jam-packed with goodness. If you're a new CX practitioner, a new CX leader, or a seasoned CX leader, there is plenty to take away here.

A common theme across the best companies that Adrian has worked with is that they are always open to new things. You can't stay at the top of the charts by resting on your laurels and singing the same old tune. Working hard, intensely so, but staying humble is key. Thinking that you're already the best and what you've achieved will keep you that title can't be the leading strategy for any organization wanting to earn customer loyalty. Make sure you're looking for opportunities to do better in different and innovative ways. It's about improving, constantly. Planning the future; researching the next big thing in technology and experimenting around different ways of working are really important, but all useless if you aren't hyper-focused on what's happening here and now. The future is built on the present, and the best organizations are those who are working on being the best they can be right now – because it's in the here and now that your customer is ready to spend money with you. If they tell you about the brilliant service they received, capture that – and transfer it to those future plans.If you think about the brands that are held up as being the best, their CX secrets are hiding in plain sight… they have their basics for the customer down to a T, and that's how they treat every customer, every day. To get to that point, you really must understand your customer's needs, and that takes ongoing dialogue. Talk to them about what they do, how your service helps them, their buying history with you, and what they expect from your organization in the future. (But don't forget the here and now – always involve them in a conversation about what's happening right now, and how you can make their day easier.)Those consistent conversations with customers will give you priceless feedback on all aspects of your business. But – don't fall into the danger of thinking you know all the issues affecting customers, or what they love most about your brand. Think again! Each and every one of those small annoyances or moments of magic could easily be dismissed as insignificant. It's building on a lot of those little things that will add up to big things. We often take for granted the results we see when a beautiful painting sells for a record amount, or a new 100m world record is smashed – but these huge achievements are the product of hard work, and small improvements daily.

How to optimise your customer service Adrian Swinscoe is a celebrated speaker, author (Read: Punk CX) and advisor in the customer service and experience industry. In this week's podcast, we were lucky enough to catch up with Adrian about a customer service improvement project he recently advised on. Adrian was approached by an agile, fast-growing company that wanted to make sure they were running an optimal customer service operation. But, they weren't really sure how well they were doing. We find out: • Adrian's approach to assessing the company • How he discovered some quick wins • What changes were implemented to take their customer service to the next level. We then dive into the future of customer and the technological changes you can expect.

Join the podcasters community HERE. Produced by Pikkal & Co - Award-Winning Podcast Agency. Adrian Swinscoe, Host of Punk CX joins Bharath in today's Magic Mic. Tune in as Adrian shares his decade long journey as a podcaster, why he switched to Podcast.Co and how he overcomes his challenge & stays committed to producing his podcast.

The CX Goalkeeper had a smart discussion with Adrian Swiscoe Adrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX. He is the co-Founder of the European Customer Experience Organization (ECXO) We discussed following tracks from his book:With great power comes great responsibilitiesCX is not F***** metricsSimplicity rules: ok?The answers are right in front of view His book suggestion: Worth It by Dan PriceHow to contact Adrian:https://www.linkedin.com/in/adrianswinscoe/https://www.adrianswinscoe.com/Amazon link to Adrian's book «PUNK CX”Adrian's gold nuggets:“Find something you love to do”“Be curious about everything”Thank you Adrian!#customerexperience #leadership #innovation #transformation#punkcx

WARNING! Today's interview is not like the regular interviews you would normally find here. This episode of the Punk CX podcast is a bit of an experiment and features Gary David, an ethnographer and a professor of Sociology at Bentley University, and Adam Gamwell, a Design Anthropologist, or as he likes to describe himself a Design-Centered Human, and myself having a bit of a rummage around some of the ideas in my Punk CX book as well as a number of other issues related to service and experience including sociology, design, anthropology, systems thinking, organisational dynamics and psychology. We had fun. It was a conversational rummage. I learned a lot. Hope you enjoy the experiment. This interview follows on from my recent interview – We need to talk about customer service's “messy middle” – Interview with Michael Ramsey of ServiceNow – and is number 378 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. It was quite some conversation so I haven't produced highlights this time around. I'll leave it up to you to jump in and find your own highlights. Normal service should resume next time

Punk CX's back-to-basics approach urges us to think of customers as people first, then consider the technology, methodology, process, etc. Adrian's manifesto is to prevent customer experience management from disappearing up its own backside with essential, powerful insights and actionable ideas that can help CX leaders at organizations of any size.To find out more, check out these links:Website: https://www.iadvize.com/cx-series​Terrence's LinkedIn: https://www.linkedin.com/in/terrencefox/​iAdvize's LinkedIn: https://www.linkedin.com/company/iadv...​Facebook: https://www.facebook.com/iAdvize.worl...​Instagram: https://www.instagram.com/iadvize/?hl=enTwitter: https://twitter.com/iadvize​Twitch: https://www.twitch.tv/iAdviZe​

Today's interview is with Sydney Brouwer, a customer experience speaker, author and masterclass leader. However, this one is a little different as this time Sydney turns the tables and interviews me for his podcast. We had a great conversation so I thought I would share it with you nice folks over here :) Sydney and I talk about the state of customer experience, Punk CX, what it means to be a punk and what we should be thinking about when it comes to improving customer experience. You can find the original discussion and Sydney's podcast here. This interview follows on from my recent interview – How anarchy and Emma Goldman inspires one of the coolest companies in America – Interview with Ari Weinzweig of Zingermans – and is number 337 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

How do we deliver customer experience in a way that's meaningful and that people want to listen to? When average seems to be not cutting it, we need something that makes us stop and think and grabs our attention. Customers demand it, organizations demand it. As professionals, we should demand it as well. Adrian Swinscoe, the author of Punk CX, talks about an in your face customer experience that gets down to the brass tacks. He dives into the process of writing his visual extravaganza book, and touches on resilience, KPIs and metrics, effective leadership, and the Law of Three Craps.