Adrian Swinscoe

The good, the bad and the ugly of customer service – Interview with Tom...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS 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...

A customer experience lesson learned from supporting a team at the lower end of...

I’m a fan of Brighton & Hove Albion Football Club and we have just finished playing our second season in the English Premier League (EPL), one of the most competitive football (soccer) leagues in the world. This season started pretty well and, at ...

C+/B- is the grade the customer experience industry currently deserves – Interview with Bruce...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS 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 indus...

The removal of friction represents a huge opportunity for customer experience – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS 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 Ne...

Are you brave enough to bring your customers or patients into your boardroom?

A couple of weeks ago I took a bunch of people, from one of my clients, to visit The Walton Centre in Liverpool as part of a customer service excellence and continuous improvement programme. Not only is The Walton Centre a world class facility that sp...

Behavioural economics, alchemy, customer experience and the power of ideas that don’t make sense...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS 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 ...

How many exposure hours have you had with your customers over the last few...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS 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 C...

Q&A: Talking about improving customer experience

The following is a Q&A conversation that I had with Anna Jordan, a reporter at SmallBusiness.co.uk. The conversation was originally published here. The customer experience is central to the longevity of any small business. Advisor Adrian Swinscoe ...

Everyone in an organisation should be a loyalty leader – Interview with Sandy Rogers...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS 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 Pract...

10 Things that you can do to improve the employee experience

TINYpulse recently published their 2019 Employee Engagement Report titled The End of Employee Loyalty. With reputedly one of the largest databases in the world for employee feedback, they are well positioned to provide real insights into employee enga...

New tech at work and improving the employee experience – How to get it...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC’s U.S. Board. Carrie joins me today to talk about PwC’s new Te...

Only 20 percent of support teams provide self service and other customer experience trends...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS 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 t...

Have many B2B companies missed the customer experience revolution?

The customer experience in recent years has become increasingly complex. Despite this, however, a couple of simple things remain true: A business’ ability to retain customers is as important, if not more important, than its ability to acquire new cust...

Most businesses would be shocked to see the experience they are inflicting on their...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS 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 ...

Vice chairman of leading insurer believes it is time for a business reboot

Late last year I spoke with Jason Stockwood, Vice Chairman of Simply Business, the UK’s favorite business insurance broker, about a new book he has just had published: Reboot: A Blueprint for Happy, Human Business in the Digital Age. The book aims to ...

What’s stopping you from doing the best work of your life? – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Aaron Dignan, founder of The Ready, an organization design and transformation firm, and author of a new book: Brave New Work: Are You Ready to R...

Analytics isn’t something you buy, it is something that you do – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Larry Skowronek, Vice President Product Management and Product Marketing at NICE, a worldwide leading provider of software solutions enabling org...

The six core elements of ROCKSTAR customer experience – Interview with James Dodkins

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with James Dodkins, founder of ROCKSTAR CX, international keynote speaker, accidental #1 best selling author and host of ‘This Week In CX.’ James joi...

A story about how a successful outcome doesn’t guarantee a positive patient experience

The following is a story that was recounted to me by a friend, let’s call her Jasmine, about a recent visit to a local hospital. Jasmine woke up one day with a buzzing in her head and an overwhelming feeling of vertigo. After a couple of visits to her...

What more empathy in business and artificial intelligence (AI) will look like – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Minter Dial, keynote speaker and consultant on branding, new tech and digital transformation for blue chip companies, conferences and events aro...

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