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Adrian Swinscoe's RARE Business Podcast

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My series of podcasts where I interview the great and the good from around the world of business to help you develop ideas, strategies and insights on building businesses that customers love. Topics covered in the interviews include customer related issues, marketing and social media.

My series of podcasts where I interview the great and the good from around the world of business to help you develop ideas, strategies and insights on building businesses that customers love. Topics covered in the interviews include customer related issues, marketing and social media.
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Location:

United Kingdom

Description:

My series of podcasts where I interview the great and the good from around the world of business to help you develop ideas, strategies and insights on building businesses that customers love. Topics covered in the interviews include customer related issues, marketing and social media.

Language:

English


Episodes

Creating a learning environment that drives better sales and customer success outcomes – Interview with Pat Lynch of MindTickle

8/6/2018
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Today’s interview is with Pat Lynch, VP of Enablement Excellence and Innovation at MindTickle, one of the industry’s most comprehensive readiness and learning solutions for closing the knowledge and skill gaps found in customer-facing teams. Pat joins me today to talk about learning versus training, the frustrations of Chief Learning Officers, what’s missing from the modern corporate learning environment, what is needed to get the most out of the Millennial and Gen-Z workforce and what...

Duration:00:40:15

Applying design thinking to culture change and employee experience – Interview with Karen Jaw-Madson

7/30/2018
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Today’s interview is with Karen Jaw-Madson, Principal of Co.-Design of Work Experience and author of a new book: Culture Your Culture: Innovating Experiences @Work. Karen joins me today to talk about the book, applying design thinking to the culture change process, the DOWE framework and what leaders and organisations should be doing to create a more innovative culture at work. This interview follows on from my recent interview – Delivering a personalized customer experience the Zappos Way –...

Duration:00:39:36

Delivering a personalized customer experience the Zappos Way – Interview with Alex Genov of Zappos

7/24/2018
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Today’s interview is with Alex Genov, Head of Customer Research for Zappos.com. I spoke to Alex when I was in Las Vegas in June and talked to him about Zappos, personalization, what many folks are getting wrong, what Zappos has learnt with their personalization efforts and where they are headed. This interview follows on from my recent interview – Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega – and is number 273 in the series of interviews with authors...

Duration:00:39:51

Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega

7/16/2018
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Today’s interview is with Jeff Nicholson, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Jeff at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about GDPR, what it means, its impact and reach and what firms should be doing and keeping in mind in this new GDPR era. This is the third of three interviews that I conducted at Pegaworld. This interview follows...

Duration:00:17:28

The finish is just as important as the start of any experience – Interview with Pauline Wilson of Virgin Holidays

7/10/2018
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Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have sprung from that. This interview follows on from my recent interview – Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega – and is number 271 in the series of interviews with...

Duration:00:32:32

Relevance, personalization and what many firms are missing when it comes to GDPR – Interview with Rob Walker of Pega

7/2/2018
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Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Rob at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about customer relevance, personalisation, artificial intelligence, GDPR and what firms should be focusing on in this era of constant change. This is the second of three interviews that I conducted at...

Duration:00:24:25

Getting help is often fraught with friction. It shouldn’t be – Interview with Tom Martin of Glance Networks

6/25/2018
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Today’s interview is with Tom Martin, CEO of Glance Networks, an enterprise software company that provides a “visual engagement platform” for their clients that combines co-browse, agent video and screen share into a tool for contact centre and customer support agents that helps them interact with their customers. Tom joins me today to talk about the challenge of providing tech support to your parents over the phone, how their technology works, use cases and why they chose to ask Forrester...

Duration:00:31:24

Digital transformation and the pursuit of customer centricity: Lessons from the frontline – Interview with Martijn Gribnau of Genworth Financial

6/18/2018
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Today’s interview is with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on providing long term care insurance, life insurance, annuity retirement solutions and more. I spoke to Martijn at Pegaworld, Pegasystems’ customer event in Las Vegas in early June, where we talked about digital transformation, the pursuit of simplicity, customer centricity and leadership behaviour. This is the first of three interviews that I...

Duration:00:25:20

Should you be considering using blockchain for your customer loyalty program? – Interview with Jessica Groopman and Jeremiah Owyang

6/11/2018
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Today’s interview is with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, customer loyalty programmes and why and when you should be considering learning more. This interview follows on from my recent interview – Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa – and is number 267 in the series of interviews with authors and business...

Duration:00:39:42

Every great business has a backstory that drives and compels the work they do – Interview with Bernadette Jiwa

6/4/2018
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Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of a number of best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Story Driven: You don’t need to compete when you know who you are, why stories and why now, a flavour of some of the stories in the book, why stories are so important and how to find...

Duration:00:32:48

When it comes to B2B customer experience most firms still have a lot of work to do – Interview with Nick Hague of B2B International

5/29/2018
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Today’s interview is with Nick Hague, Director and Chairman of B2B International, a leading global B2B market research and consulting specialist, and author of a couple of books. Nick joins me today to talk about his new book that he has co-authored with Paul Hague, his father: B2B Customer Experience: A Practical Guide to Delivering Exceptional CX, how it came about and what we can learn from it. This interview follows on from my recent interview – The potholes of scaling customer support...

Duration:00:48:14

The potholes of scaling customer support and service – Interview with Michael Redbord of HubSpot

5/21/2018
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Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid. This interview follows on from my recent interview – Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich – and is...

Duration:00:38:09

Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich

5/14/2018
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Today’s interview is with Ronny Gottschlich, the CEO and Founder of Heunadel Retail Advisory and former Managing Director of Lidl UK. Ronny joins me today to talk about disrupting the UK supermarket sector, Lidl’s approach to being able to achieve that and the role and value of simplicity in everything they do. This interview follows on from my recent interview – Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro – and...

Duration:00:37:31

Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell – Interview with Brian Hannon of Voxpro

5/9/2018
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Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro – powered by TELUS International, a global and award winning customer experience outsourcer. Brian joins me today to talk about their approach, their clients partners (ahem!) and what they have learned from each other as they have grown together. This interview follows on from my recent interview – Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte –...

Duration:00:39:23

Global human capital trends and the rise of the social enterprise – Interview with Anthony Abbatiello of Deloitte

4/23/2018
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Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and the Human Capital practice’s Digital leader. He joins me today to talk about Deloitte’s newly released annual Global Human Capital Trends Report (2018), some of the trends that emerged from the report and what they mean for leaders and entrepreneurs looking to build a business intent on delivering a great customer and employee experience. This interview follows on from my recent interview – You don’t need...

Duration:00:34:19

You don’t need more than 3 or 4 quality data points to deliver a personalised customer experience – Interview with Jebbit

4/17/2018
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Today’s interview is with Jonathan Lacoste (co-founder and President) and Ben Cockerell (VP of Marketing) at Jebbit, the creator of the world’s first declared data platform. Jebbit are focused on doing two things: One, giving customers back control of the data that they share around their motivations, interests and buying intentions and, two, helping brands connect with these customers through the creation of visually appealing, mobile content experiences. Jonathan and Ben join me today to...

Duration:00:36:43

Striving for excellence has never been more important – Interview with Tom Peters

4/9/2018
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Today’s interview is with Tom Peters, author of numerous business books (18 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr). However, today he joins me to talk about his latest book: The Excellence Dividend: Meeting the Tech Tide with Work That Wows and Jobs That Last, what companies should be focusing on in the face of rapidly evolving technology, why striving for excellence is more important...

Duration:00:44:59

Engagement, why do we do what we do and why does it matter to our customers – Interview with Scott Gould

4/3/2018
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Today’s interview is with Scott Gould, an engagement advisor, speaker and author of the recent book: The Shape of Engagement: The Art of Building Enduring Connections with Your Customers, Employees and Communities. Scott joins me to talk about his new book, what engagement is and what it isn’t, what most organisations get wrong when it comes to engagment, what we can learn from his book and how we can put it into practice so we can generate more of it with both our customers and our...

Duration:00:41:18

An honest and open discussion about how and why we evolved our approach to customer success – Interview with Eva Klein of Hubspot

3/28/2018
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Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open and honest conversation about HubSpot and customer success, their journey, how their approach to customer success has changed, what they have learned along the way and what we can learn from it. This interview follows on from my recent interview – A tool to help us make better decisions and improve business, customer and...

Duration:00:47:08

A tool to help us make better decisions and improve business, customer and employee outcomes – Interview with Matt Watkinson

3/19/2018
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Today’s interview is with Matt Watkinson, consultant and award winning author of The Ten Principles Behind Great Customer Experiences. Matt joins me today to talk about his new book: The Grid: The Decision-making Tool for Every Business (Including Yours), why he wrote it, what problem it solves and what we can learn from it. This interview follows on from my recent interview – The role of voice in the future of customer experience – Interview with Gregg Johnson – and is number 256 in the...

Duration:00:55:44