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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

Delivering a great customer experience is not really a technology challenge any more – Interview with Mark Smith

10/16/2017
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Today’s interview is with Mark Smith, President of Kitewheel, which is the world’s only cloud-based Customer Journey Hub designed for innovative agencies and brands looking to move in step with the modern digital consumer. Mark joins me today to talk about the state of the customer journey, the rising amount of attention being placed on retention and what we can learn from a recent piece of research they have released. This interview follows on from my recent interview – You don’t want to...

Duration: 00:45:24


You don’t want to design a customer experience that is akin to getting in the cockpit of an F16 – Interview with Eric Hansen

10/9/2017
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Today’s interview is with Eric J. Hansen, founder and Chief Technology Officer of SiteSpect, a leading software platform that offers optimization, testing, targeting, and personalization solutions that allows businesses to create superior customer experiences. Eric joins me today to talk about the potential of artificial intelligence (AI) in customer experience and personalisation, what brands should be thinking about and what they should be doing to prevent this. This interview follows on...

Duration: 00:38:02


The meaning of personalised customer experience – Interview with Jamf, Paycor and Qumolo

10/2/2017
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Today’s interview is a little different and is the first time that we have tried to conduct a roundtable style interview on the podcast. My guests today are: Sam Johnson, VP of customer service at Jamf, a provider of software for enterprises and smaller businesses that helps them manage their Apple devices, Mark Wilson, Senior director of customer transformation at Paycor, a provider of recruiting, human resources, and payroll solutions through an integrated, cloud-based platform, and...

Duration: 00:42:08


Eliminate blindspots and build engagement by getting to know your company better – Interview with Claire Lew

9/26/2017
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Today’s interview is with Claire Lew, CEO of Know Your Company, a software tool that helps business owners get to know their employees better and overcome company growing pains. Claire joins me today to talk about spinning out from Basecamp, the problem that Know Your Company solves, how they do what they do and the sort of impact that it has. This interview follows on from my recent interview – Overcoming the barriers to delivering an excellent citizen experience – Interview with Ryan...

Duration: 00:35:15


Overcoming the barriers to delivering an excellent citizen experience – Interview with Ryan Hollenbeck and David Moody

9/21/2017
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Today’s interview is with Ryan Hollenbeck and David Moody from Verint Systems, a global technology firm that provides Actionable Intelligence® solutions, to both public and private sector organisations, with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. David and Ryan join me today to talk about citizen experience, overcoming barriers to implementing successful digital strategies, particularly in the government and public sector arena...

Duration: 00:36:16


Heroes and the craft of customer support – Interview with Nick Francis

9/12/2017
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Today’s interview is with Nick Francis, CEO and co-founder of Help Scout, a Saas software company that provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals. Nick joins me today to talk about the ‘craft’ of customer support, making support and contact centre agents heroes and their latest Customer Support Survey. This interview follows on from my recent interview – Marrying self organising teams...

Duration: 00:26:35


Marrying self organising teams and customer obsession – Interview with Andrew Lawson

9/4/2017
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Today’s interview is with Andrew Lawson, Chief Product Officer of Zopa.com, a UK online personal finance peer-to-peer lending company founded in 2005. Andrew joins me today to talk about customer service, customer obsession, what it means to them and the shift to self-organising teams that they have recently undertaken. This interview follows on from my recent interview – Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach – and is number 230...

Duration: 00:49:41


Customer service and moving from the enterprise to the flexiprise – Interview with Keith Leimbach

8/23/2017
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Today’s interview is with Keith Leimbach, CEO of Liveops, a leading virtual contact center solutions company for the financial, health care, insurance and retail industries. Keith joins me today to talk about the human and tech balance in customer experience, striking the right balance and maintaining quality standards when you are managing a network of 20,000 virtual agents. This interview follows on from my recent interview – Understanding a customers context is the key to self-service...

Duration: 00:35:13


Big data and technology is undermining our ability to develop our own hunches – Interview with Bernadette Jiwa

8/7/2017
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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 five best-selling books on marketing and brand storytelling. Bernadette joins me today to talk about her new book: Hunch: Turn Your Everyday Insights into the Next Big Thing, big data, decision making, where hunches come from and how we can develop our own hunches. This interview follows on from my recent...

Duration: 00:22:48


How to rapidly scale and still maintain the highest customer service standards – Interview with Ed Ariel

7/31/2017
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Today’s interview is with Ed Ariel, VP of Customer Service at ezCater, the only US-wide marketplace for corporate catering. We talk about preserving your customer service standards through a period of rapid growth, ezCater’s unique elements within its culture that have supported that growth, empowerment and what it means for them. This interview follows on from my recent interview – Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly – and is number...

Duration: 00:36:55


Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly

7/26/2017
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Today’s interview is with Tara Kelly, President & CEO of SPLICE Software, who are helping retailers, insurance companies, and banks optimize customer communications through the marriage of patent-pending human voice software, and personalized automated messaging systems. We talk about personalisation, how many companies are struggling to get it right and what companies can do to help their customers feel more comfortable with the personalisation and privacy balance. This interview follows...

Duration: 00:33:13


Opaque and transparent AI and the ethical implications for customer experience – Interview with Rob Walker

7/18/2017
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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 had a chance to sit down and chat with Rob when I met up with him at Pegaworld in June. We talk about ethics, artificial intelligence (AI), impact and the balance of the human touch and technology in customer experience. This is the last of three interviews that I conducted at Pegaworld so do check...

Duration: 00:22:59


Aligning the organisation around three key journeys and why passenger experience equals employee experience – Interview with Mattijs ten Brink of Transavia

6/30/2017
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Today’s interview is with Mattijs ten Brink, Chairman & CEO of Transavia, a Dutch low-cost airline which is a wholly owned subsidiary of KLM and part of the Air France/KLM group. I had a chance to sit down and chat with Mattijs when I met up with him at Pegaworld earlier this month. We talk about how Transavia competes against larger competitors, how they are building an agile and adaptable organisation, the passenger and employee experience and a fascinating piece of research around fear....

Duration: 00:32:59


Great service and why Basecamp only focuses on a couple of channels – Interview with Chase Clemons

6/23/2017
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Today’s interview is with Chase Clemons, a customer support team lead at Basecamp, a provider of project management and team communication software. We talk about Basecamp’s CEO Jason Fried assuming personal responsibility for all customer refunds, what that means in practice, what it’s like to work at Basecamp, what customer service means for them, particularly when they have approx 50 people in 30 different cities around the world and how they deliver great service to their clients. This...

Duration: 00:31:11


The most successful companies start by improving one customer journey at a time – Interview with Don Schuerman

6/16/2017
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Today’s interview is with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems. I had a chance to sit down and chat with Don when I met up with him at Pegaworld earlier this month. We talk about what companies, in the midst of the customer experience maelstrom, should be doing more of and what they should be doing less of, the balance of the human touch and technology in customer experience as well as the emerging ethical dimension within customer experience. This is...

Duration: 00:19:36


Purpose and why it is important to employees and customers – Interview with Stan Phelps

6/9/2017
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Today’s interview is with Stan Phelps, Founder of Purple Goldfish, a think tank of customer experience and employee engagement experts. Stan joins me today to talk about his new book: Red Goldfish: Motivating Sales and Loyalty Through Shared Passion and Purpose that he has co-authored with Graeme Newell. We talk about the book, why purpose matters to both customers and employees and also a number of ways that businesses are embracing purpose and what impact it is having. This interview...

Duration: 00:29:38


Trust, lean data and the rising importance of purpose as a customer preference – Interview with Jascha Kaykas-Wolff

5/31/2017
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Today’s interview is with Jascha Kaykas-Wolff, who is the Chief Marketing Officer at Mozilla, non-profit organization that fights to keep the Internet a global public resource, open and accessible to all and is most famously known for being the maker of the Firefox browser. I caught up with Jascha at the recent Collision conference in New Orleans and we had a chat about all sorts of things including customer experience, engagement, trust and emotion. This interview follows on from my...

Duration: 00:36:02