528 Episodes

  1. Service design and creating experiences that work for customers, employees and stakeholders - Interview with Birgit Mager

    Published: 12/7/2019

  2. Over 50% of a customer’s experience is driven by how they feel - Interview with Colin Shaw

    Published: 12/5/2019

  3. How Tower grew by over 40% by introducing a five hour work day - Interview with Stephan Aarstol

    Published: 12/5/2019

  4. Technology has made people very productive but it has undermined their creativity - Interview with Chris Lewis

    Published: 12/5/2019

  5. The rationale behind choosing a high-touch and high-cost route to serve our customers - Interview with Matthias Murin

    Published: 12/5/2019

  6. How to do extraordinary things for your customers and your people - Interview with Bill Taylor

    Published: 12/5/2019

  7. Messaging, chat bots and improving the customer experience - Interview with Donna Peeples

    Published: 12/5/2019

  8. Most organisations are ignoring the behavioural element of customer experience - Interview with Morris Pentel

    Published: 12/5/2019

  9. Many brands are losing touch with crucial ‘moments of truth’ - Interview with PV Kannan of [24]7

    Published: 12/5/2019

  10. Fostering a listening culture is the best way to deliver better customer and employee outcomes - Interview with Rob Pace of HundredX

    Published: 12/5/2019

  11. The connection between Comic-Con, Escape The Room and world-class customer service - Interview with Liz Graham of Wayfair

    Published: 12/5/2019

  12. Behavioural insights and what is really going on in the minds of your customers - Interview with Dr. Simon Moore of Innovationbubble

    Published: 12/4/2019

  13. Co-creation, innovation and when you should get your customers involved - Interview with Prof. Jan van den Ende

    Published: 12/4/2019

  14. Using AI and EQ to build emotional connections with customers at scale - Interview with Joshua Feast of Cogito

    Published: 12/4/2019

  15. Non-obvious trends and what they mean for customer experience - Interview with Rohit Bhargava

    Published: 12/4/2019

  16. Creating a customer obsessed culture and going from NPS -4 to +80 - Interview with Amy Downs of Lifesize

    Published: 12/4/2019

  17. Building a culture of good engages customers, employees and drives business results - Interview with Ryan McCarty and Scott Moorehead

    Published: 12/4/2019

  18. Insights from inside some of the world's highest performing organisations - Interview with Brian MacNeice

    Published: 12/4/2019

  19. The power of social recognition in employee engagement - Interview with Ketti Salemme of TINYpulse

    Published: 12/4/2019

  20. Bringing together disparate data sources is key to creating stand out customer experiences - Interview with Dave O'Flanagan of Boxever

    Published: 12/4/2019

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An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.