Adrian Swinscoe's RARE Business Podcast
Latest Episodes
A lack of executive desire and recognition is holding back customer service – Interview with Michael Redbord of Hubspot
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,
How using a network of experts can dramatically improve customer service automation – Interview with Antony Brydon of Directly
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.
How your procurement team is impacting both your employee and customer experience – Interview with Todd Olson of Pendo
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 em...
Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega
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,
The good, the bad and the ugly of customer service – Interview with Tom Libretto of Pega
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: 2...
C+/B- is the grade the customer experience industry currently deserves – Interview with Bruce Temkin
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,
The removal of friction represents a huge opportunity for customer experience – Interview with Roger Dooley
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.
Behavioural economics, alchemy, customer experience and the power of ideas that don’t make sense – Interview with Rory Sutherland
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,
How many exposure hours have you had with your customers over the last few months? – Interview with Andy MacMillan of UserTesting
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,
Everyone in an organisation should be a loyalty leader – Interview with Sandy Rogers of FranklinCovey
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,
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