Adrian Swinscoe

2019 was the year of hype and snake oil when it came to chatbots....

Today’s interview is with Abinash Tripathy, Founder and Chief Strategy Officer of Helpshift, which provides an AI-powered conversational platform that companies use to resolve service issues more efficiently, boosting customer satisfaction in the pro...

7 Customer-experience-related predictions for 2020

[unable to retrieve full-text content]At this time of year, we usually see a slew of trend prediction pieces. As a rule, I don’t like them and don’t like writing them. The reason being is that often when I read them, it feels, to me, like…

Fanocracy and building a true human connection – Interview with David Meerman Scott

Today’s interview is with David Meerman Scott, an internationally acclaimed business strategist, author, entrepreneur, advisor to emerging companies, and public speaker. David joins me today to talk about his new book that he co-authored with his dau...

The winner of the 2019 CX Leader of the Year – Interview with Sandra...

Today’s interview is with Sandra De Zoysa who is the Group Chief Customer Officer of Dialog and the Chairperson of the Digital Customer Experience Expert Working Group for Axiata. Dialog Axiata is one of Sri Lanka’s largest telecommunications service...

The state of workplace happiness and why it matters – Interview with Lord Mark...

[unable to retrieve full-text content]Today’s interview is with Lord Mark Price, who is the founder of engaging.works, an author, speaker, Chair of the Fairtrade organisation, Member of the House of Lords and former Managing Director of Waitrose and De...

Pathfinder customers and employees are demanding more of senior leaders – Interview with Katherine...

Today’s interview is with Katherine LaVelle, Managing Director and North America Lead for Talent & Organization at Accenture Strategy. Katherine joins me today to talk about a new piece of research (New Rules for Engagement) which is based on int...

Has Amazon been trying to charm socially conscious shoppers in the U.K. in advance...

Over the last couple of months, Amazon has been running TV advertisements promoting the fact that the public can book a tour at one of eight of their fulfillment centers here in the U.K. Now, I’d never heard of this initiative before, so I wondered…

The secrets behind Airbnb’s customer experience – Interview with Joseph Michelli

Today’s interview is with Joseph A. Michelli, a best-selling author, internationally sought-after speaker and organizational consultant. Joseph joins me today to talk about his new book: The Airbnb Way: 5 Leadership Lessons for Igniting Growth throug...

Research insights into gathering effective feedback, the use of different metrics and generational differences...

Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact centre industries. Steve joins me today to talk about gathering feedback, what CX metrics ...

As businesses scale they can lose touch with their customers, here’s what HubSpot is...

It’s a common occurrence that as companies scale one of the biggest challenges that they face is staying close to their customers. HubSpot, a provider of a growth platform that helps transform the way that organizations attract, engage, and delight th...

Glassbox’s instant replay technology helps customer service agents relive customer problems

I’m sure many of you have had the experience of trying to help a friend or family member solve a technology problem over the phone. I know I certainly have, particularly when it comes to helping my father solve a problem that’s he’s been having…

Understanding friction and reward in customer experience – Interview with Richard Hammond and...

https://blogpodcasts.s3-eu-west-1.amazonaws.com/RichardHammondRockyHowardFrictionRewardUncrowd230919.mp3 Today’s interview is with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus re...

How many exposure hours have you had recently with your customers?

[unable to retrieve full-text content]Back in April, I talked to Andy Macmillan, CEO of UserTesting, about a new industry report that they had released – The Rise of the Experience Economy – The 2019 CX Industry Report. The big headline this year...

CEOs have to come to accept that CX is their responsibility – Interview with...

Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Prof...

The internal perception gap that is holding back your employee experience

Recently, I wrote about the perception gap that exists between how businesses think they are doing, regarding the delivery of great customer experience, and how customers perceive the performance of brands. However, this is not the only perception gap...

Agatha, NLU and turning customer support agents into geniuses – Interview with Deon Nicholas...

Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Deon Nicholas, Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that...

How objectivity about new technology is key to delivering a leading customer experience

At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers regarding customer experience. The report called the 2019 NICE inContact Cus...

You can’t transform something you don’t understand – Interview with Annette Franz

Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Annette Franz, founder and CEO of CX Journey Inc, and an internationally recognized customer experience though...

Audio is an overlooked dimension of the customer experience – Interview with Jeff Yasuda...

Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Jeff Yasuda, the CEO and co-founder of Feed.fm (Music as a Service), which helps game developers, content publ...

Taziki’s is closing the disability employment gap and enriching their customer and employee experience...

Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Dan Simpson, CEO of Taziki’s Mediterranean Café, which is a fast casual chain of franchised restaurants bas...

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