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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

Given the choice 75 percent of customers would prefer to use messaging channels for service – Interview with Joshua March of Conversocial

8/16/2019
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Today’s interview is with Joshua March, Founder and Board Director of Conversocial, a digital care platform for social messaging, and also author of Message Me, a book about the future of customer service in the era of social messaging and artificial intelligence. Joshua joins me today to talk about some recent research that Conversocial just released, the overall state of digital customer care, what the future of messaging and customer care looks like and what we should be doing about it....

Duration:00:35:31

Real competitive advantage in customer experience comes from understanding customers and what drives them away – Interview with David Avrin

8/9/2019
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Today’s interview is with David Avrin, a keynote speaker, an author, a consultant and also CEO of Visibility International. David joins me today to talk about his new book: Why Customers Leave (and How to Win Them Back), what it’s about, what we can learn from it and what we should be doing differently to improve customer service and experience. This interview follows on from my recent interview – Gender and diversity imbalances will impact your ability to connect with and serve your...

Duration:00:30:08

Gender and diversity imbalances will impact your ability to connect with and serve your customers – Interview with Adriana Gascoigne of Girls In Tech

8/2/2019
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Today’s interview is with Adriana Gascoigne, founder and CEO of Girls in Tech, a San Francisco-based non-profit organization devoted to empowering, educating and engaging women in the tech industry across 43 chapters in 32 countries. Adriana joins me today to talk about Girls In Tech, her new book: Tech Boss Lady: How to Start-Up, Disrupt, and Thrive as a Female Founder and the impact that gender and diversity imbalances have on an organisation’s ability to best serve its customers. Here’s...

Duration:00:35:53

A lack of executive desire and recognition is holding back customer service – Interview with Michael Redbord of Hubspot

7/22/2019
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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 their new research into the state of customer service, what we can learn from it, what the future holds and what we should be focusing on if we are to deliver a great customer experience. This interview follows on from my recent interview – How using a network of experts can dramatically improve...

Duration:00:42:49

How using a network of experts can dramatically improve customer service automation – Interview with Antony Brydon of Directly

7/12/2019
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Today’s interview is with Antony Brydon who is the CEO and co-founder of Directly, a leader in customer support automation that works with enterprise companies to launch and train virtual agents that double their automation rate. Antony joins me today to talk about asynchronous messaging, conversational interfaces, AI and expert networks. This interview follows on from my recent interview – How your procurement team is impacting both your employee and customer experience – Interview with...

Duration:00:37:29

How your procurement team is impacting both your employee and customer experience – Interview with Todd Olson of Pendo

7/5/2019
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Today’s interview is with Todd Olson who is co-founder and CEO of Pendo, a product experience platform that helps product teams create software customers love. Todd joins me today to talk about software product experience and how it impacts both the employee and customer experience. This interview follows on from my recent interview – Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega – and is number 307 in...

Duration:00:32:04

Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega

6/27/2019
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Today’s interview is with Dr. Rob F. Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about his keynote presentation, Pega’s upcoming Customer Empathy Advisor, what empathy is and the value of being more empathetic in customer experience. This interview follows on from my recent interview – The good, the bad and the ugly of customer service – Interview with...

Duration:00:28:37

The good, the bad and the ugly of customer service – Interview with Tom Libretto of Pega

6/20/2019
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Today’s interview is with Tom Libretto, Senior Vice President and Chief Marketing Officer at Pega. I caught up with Tom at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about Pega’s recent research report: 2019 global customer service insights: The good, the bad, and the ugly, what they found out and what lessons organisations should be learning and what they should be doing differently. This interview follows on from my recent interview – C+/B-...

Duration:00:19:28

C+/B- is the grade the customer experience industry currently deserves – Interview with Bruce Temkin

6/8/2019
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Today’s interview is with Bruce Temkin, Head of the Qualtrics XM Institute. He joins me today to talk about his view on the current state of the customer experience industry, what it needs to focus on next, being acquired (twice in a few months) and what’s coming up next for him and the XM Institute. This interview follows on from my recent interview – The removal of friction represents a huge opportunity for customer experience – Interview with Roger Dooley – and is number 304 in the...

Duration:00:21:20

The removal of friction represents a huge opportunity for customer experience – Interview with Roger Dooley

5/17/2019
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Today’s interview is with Roger Dooley who is a a speaker and author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, the popular blog Neuromarketing, and Brainy Marketing at Forbes. He joins me today to talk about his new book: FRICTION―The Untapped Force That Can Be Your Most Powerful Advantage, what friction is, how it affects us and what to do about it when it comes to customer experience. This interview follows on from my recent interview – Behavioural...

Duration:00:37:24

Behavioural economics, alchemy, customer experience and the power of ideas that don’t make sense – Interview with Rory Sutherland

5/6/2019
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Today’s interview is with Rory Sutherland, Vice Chairman of Ogilvy in the UK and author of a new book: Alchemy: The Surprising Power of Ideas That Don’t Make Sense. Rory joins me today to talk about his new book, behavioural economics and what we can all do to uncover stand out ideas that don’t make sense. Note: This interview is longer than many of the usual interviews that I conduct but dive in and enjoy it as it is packed with wit and bags of insight from Rory. This interview follows on...

Duration:01:26:02

How many exposure hours have you had with your customers over the last few months? – Interview with Andy MacMillan of UserTesting

4/30/2019
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Today’s interview is with Andy MacMillan is CEO of UserTesting and joins me today to talk about their new research report: The Rise of the Experience Economy – The 2019 CX Industry Report, the work that they do, what the best brands do to understand their clients and what leaders and professionals in the CX space should be doing more of. This interview follows on from my recent interview – Everyone in an organisation should be a loyalty leader – Interview with Sandy Rogers of FranklinCovey...

Duration:00:41:12

Everyone in an organisation should be a loyalty leader – Interview with Sandy Rogers of FranklinCovey

4/23/2019
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Today’s interview is with Sandy Rogers, the co-author of new book: Leading Loyalty: Cracking the Code to Customer Devotion and the leader of FranklinCovey’s Loyalty Practice. Sandy joins me today to talk about the new book, how leading companies develop loyalty (Spoiler alert: it’s not about a loyalty programmes), what they do to get in the way of loyalty and how they can put themselves on the right path. This interview follows on from my recent interview – New tech at work and improving...

Duration:00:28:12

New tech at work and improving the employee experience – How to get it right – Interview with Carrie Duarte

4/11/2019
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Today’s interview is with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC’s U.S. Board. Carrie joins me today to talk about PwC’s new Tech at work and employee experience research report, the main findings, what they mean and what leaders should be doing about them. This interview follows on from my recent interview – Only 20 percent of support teams provide self service and other customer experience trends – Interview with Jeff Titterton – and is number...

Duration:00:36:58

Only 20 percent of support teams provide self service and other customer experience trends – Interview with Jeff Titterton

4/2/2019
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Today’s interview is with Jeff Titterton, CMO of Zendesk. Jeff joins me today to talk about the new Zendesk Customer Experience Trends Report 2019, the main findings of the report, what’s driving the widening gap between what customers expect and what companies can deliver and what can companies do to close the gap. This interview follows on from my recent interview – Most businesses would be shocked to see the experience they are inflicting on their customers – Interview with David Cancel...

Duration:00:42:02

Most businesses would be shocked to see the experience they are inflicting on their customers – Interview with David Cancel

3/23/2019
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Today’s interview is with David Cancel, serial entrepreneur and co-founder & CEO, Drift. He’s also the author of a new book called: Conversational Marketing: How the World’s Fastest Growing Companies Use Chatbots to Generate Leads 24/7/365 (and How You Can Too). David joins me today to talk about Drift, the book, why marketing and sales are broken, what conversational marketing and what companies should be doing differently. This interview follows on from my recent interview – What’s...

Duration:00:30:27

What’s stopping you from doing the best work of your life? – Interview with Aaron Dignan

3/10/2019
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Today’s interview is with Aaron Dignan, founder of The Ready, an organization design and transformation firm, and author of a new book: Brave New Work: Are You Ready to Reinvent Your Organization? Aaron joins me today to talk about the book, the core problem it is trying to address, the idea of organizational debt, what’s stopping you from doing the best work of your life and some of the biggest problems they have faced in helping firms transform the way they work. This interview follows...

Duration:00:40:02

Analytics isn’t something you buy, it is something that you do – Interview with Larry Skowronek of NICE

3/1/2019
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Today’s interview is with Larry Skowronek, Vice President Product Management and Product Marketing at NICE, a worldwide leading provider of software solutions enabling organizations to improve customer experience, ensure compliance, fight financial crime, and safeguard people and assets. Larry joins me today to talk analytics and about some new technology that they have developed that can monitor interactions & provide a holistic view of the customer journey from start to finish, route...

Duration:00:36:46

The six core elements of ROCKSTAR customer experience – Interview with James Dodkins

2/18/2019
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Today’s interview is with James Dodkins, founder of ROCKSTAR CX, international keynote speaker, accidental #1 best selling author and host of ‘This Week In CX.’ James joins me today to talk about the work that he does, what is going wrong with many customer experience transformation programmes and the 6 core elements of really good customer experience. This interview follows on from my recent interview – What more empathy in business and artificial intelligence (AI) will look like –...

Duration:00:29:56

What more empathy in business and artificial intelligence (AI) will look like – Interview with Minter Dial

2/8/2019
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Today’s interview is with Minter Dial, keynote speaker and consultant on branding, new tech and digital transformation for blue chip companies, conferences and events around the world. Minter joins me today to talk about his new book: Heartificial Empathy, Putting Heart into Business and Artificial Intelligence, why the development of empathy is becoming so important, how we can develop it not only within ourselves but also the machines that we develop and what to watch out for when we do...

Duration:00:44:43