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Ep.12. Adrian Swinscoe, Author of Punk CX and Customer Service Advisor
How good is your customer service; the RARE process; and the future of the industry
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Episodes

Adrian Swinscoe, Author of Punk CX and Customer Service Advisor
Episode 12
How good is your customer service; the RARE process; and the future of the industry
Adrian Swinscoe, Author of Punk CX and Customer Service Advisor
Heidi El Hawary, Head of User Support, trivago
Episode 11
Leveraging customer insight; challenging myths; and what's good and bad in the industry right now.
Heidi El Hawary, Head of User Support, trivago
Graham Johnston, Head of Omnichannel, Three
Episode 10
Creating omnichannel experiences; Integrating in-store & customer support; Three Live; and omnichannel customer feedback
Graham Johnston, Head of Omnichannel, Three
John Ernberger, Co-Founder, Stella Connect (a Medallia company)
Episode 9
How the pandemic has changed the contact center: workforce characteristics, communication, tech stack, and customer feedback
John Ernberger, Co-Founder, Stella Connect (a Medallia company)
Edward Deason, UK Head of Customer Service, Pret a Manger
Episode 8
Closing 500 stores overnight, switching revenue streams, and customer service at Pret a Manger
Edward Deason, UK Head of Customer Service, Pret a Manger
Annette Franz, Founder at CX Journey, Chair of the CXPA
Episode 7
6 step process for customer journey mapping; common call centre mistakes; and why employee experience is so important
Annette Franz, Founder at CX Journey, Chair of the CXPA
Nicholas Zeisler, CCXP, Zeisler Consulting, Director of CX at HP
Episode 6
How to build a customer-centric culture
Nicholas Zeisler, CCXP, Zeisler Consulting, Director of CX at HP
Megan Bowen, Chief Customer Officer, Refine Labs
Episode 5
Merging five customer experiences into one at GrubHub and creating an environment for success for employees and customers
Megan Bowen, Chief Customer Officer, Refine Labs
Alice Godfrey, Founder, Bloomic, Ex-Zava
Episode 4
Common customer support challenges in fast-growing companies, CS lessons from complex industries, and why customer support should not be undervalued
Alice Godfrey, Founder, Bloomic, Ex-Zava
Karolina Zielenow, Head of Customer Support, MoonPay, ex-Revolut
Episode 3
Customer support in a hypergrowth company, lessons from three innovative startups, and tips on communicating with product
Karolina Zielenow, Head of Customer Support, MoonPay, ex-Revolut
Augie Ray, Vice President Analyst, Gartner
Episode 2
Great CX fundamentals, tying customer metrics to financial metrics, and doing CX leadership like Amazon
Augie Ray, Vice President Analyst, Gartner
Sean Mckee, Director of eCommerce and CX at Schuh
Episode 1
Experimentations with video live chat, changing consumer behaviours and reflections on a 20-year career
Sean Mckee, Director of eCommerce and CX at Schuh

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