What would a punk rock version of CX look and feel like?

Punk CX cover

Back in December 2017 I was sat with a friend of mine, Oisin Lunny, in the Basketmakers pub in Brighton. After 2-3 pints of Guinness, I started on a bit of a rant about the state of customer experience (CX) and what we needed was for someone to do something more ‘punk’ if they really wanted to stand out and lead their fields. That idea sat with me for a good six months. However, in the summer of 2018, the

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

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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

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

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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 –

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

20 percent

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

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

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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 stopping you from

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9 Trends shaping the future of marketing and CX in 2019 – Interview with Jeremy Korst

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Today’s interview is with Jeremy Korst, President of GBH Insights, a leading marketing strategy, consumer behavior and analytics consultancy. Jeremy joins me today to talk about 9 trends shaping the future of marketing and CX in 2019, what we need to know and what we should be doing about them. This interview follows on from my recent interview – What The Great Escape can teach us about Future Fit leadership – Interview with Mike Perk – and is number 289

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The challenge at the heart of marketing: An interview with Seth Godin

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Recently, I had the privilege of interviewing Seth Godin about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See, which in the short time since it’s release in mid-November has already become a New York Times and Wall Street Journal bestseller. For those that are not familiar with Seth’s work, he is the author of 18, now 19, best-selling books that have changed the way people think about both marketing and work and have

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The 73 year old lady and an unexpected customer service lesson

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Recently I had the pleasure of speaking to James Dodkins on his Rockstar CX podcast. As a precursor to the show, James asked me to collect 3 different articles in the week approaching the interview that I had noticed and that had interested me. So, in the run up to our chat, I did just that and after a bit of a net trawl I uncovered three pieces. One of the articles I found was entitled Customer service specialist calls

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Are you willing to delight the specific? – Interview with Seth Godin about his new book: This Is Marketing

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Today’s interview is with Seth Godin, best selling author, teacher and sometime entrepreneur. Seth joins us today to talk about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See and we discuss the book’s main thesis, the challenge for marketers, what we need to learn, why it might be hard, why it matters and how we start to apply all of this in our businesses and our work. This interview follows on from my

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Oh, there’s now a new book out of the same name. It’s mine too. Again, you might not like it. It’s like a very visual punch in the face for the CX industry.

Punk CX cover

Check it out here.