We need to start talking about experience leadership - Interview with Peter Cross artwork
Punk CX with Adrian Swinscoe

We need to start talking about experience leadership - Interview with Peter Cross

  • E402
  • 37:30
  • September 13th 2021

Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent ten years as Mary Portas’ business partner. Peter joins me today to talk about retail customer experience, some of the lessons he has learned over the course of the last few years, experience leadership and what he sees as some of the challenges ahead for experience leaders.

This interview follows on from my recent interview – The top frustrations of customers and agents are the same – Interview with Jeff Nicholson of Pega — and is number 402 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

NOTE: A big thank you goes out to the folks at babelforce for sponsoring my podcast this month.


babelforce is the #1 most flexible platform for contact center service. Pierce Buckley, CEO and Co-founder of babelforce, and his team of telecoms veterans have created a powerful cloud communications solution focused on No-Code integration and automation. Their goal is to break down every barrier to great customer experiences by putting intuitive tools in the hands of people who live and breathe CX.

Pierce and Jonathan Baer of Vonage are running a webinar on the 28th October at 11:00am CET and they will be discussing exactly how businesses are getting maximum benefit from WhatsApp, one of the fastest-growing channels for customer service.

Follow this link to sign up. You don’t want to miss out as you will get to see a demo of the babelforce platform in action!

Punk CX with Adrian Swinscoe

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 latest book: Punk CX.