Adrian Swinscoe

Where to start when thinking about being brilliant at the basics

Just short of a year ago I wrote a piece called: When it comes to customer experience in 2018, can we make boring the new cool? The piece advocated for brands to “consider throttling back on our obsession with what’s next, what’s new and what’s hot an...

Is your culture hurricane fit? – Interview with Jonathan Rowe of nCino

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Jonathan Rowe, Chief Marketing Officer at nCino, a cloud based bank operating system. Jonathan joins me today to talk to me about nCino, the exp...

The 73 year old lady and an unexpected customer service lesson

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...

Getting the human and tech balance right in customer experience – Interview with Julia...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. ...

Not dealing with failure demand is hurting your customer experience

In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable. According to that research, the m...

Are you willing to delight the specific? – Interview with Seth Godin about his...

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

Loyalty is dead, long live loyalty!

In a November 2017 interview with Mad Money’s Jim Cramer, Salesforce.com CEO Marc Benioff declared that “Loyalty is dead.” At the time, that comment caused a lot of kerfuffle and was used by many in the retail industry to validate their own claims tha...

How to make your people SUPERENGAGED – Interview with Nikki Gatenby

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Nikki Gatenby, MD of Propellernet, a multi-award winning Brighton-based digital marketing agency that operates globally and the author a new boo...

One customer’s experience suggests that Infiniti is not yet brilliant at the basics

Recently, I was invited to participate in a webinar discussing the role of emotions in customer experience. During the discussion, I made the point that while I believe we should pay close attention to the emotions of our customers, we cannot escape t...

Design is how we treat each other – Interview with Rie Nørregaard

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Rie Nørregaard, a Managing Creative Director of SY Partners, a consultancy based in New York and San Francisco. For 20 years, they’ve helped bus...

Is ‘Powered By Humans’ becoming a thing?

Rohit Bhargava has been publishing his annual Non-Obvious Trend Report since 2011. Rather than trying to compete with the normal avalanche of predictions that emerge at the end of every year, Rohit has developed a method where he and his team uncover ...

Convenience helps you stand out and creates fierce loyalty – Interview with Shep Hyken

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Shep Hyken, who is the Chief Amazement Officer of Shepard Presentations and a New York Times and Wall Street Journal bestselling author. Shep jo...

Should you be considering the use of blockchain to power your customer loyalty program?

Distributed ledger technology, commonly known as blockchain, is a technology that has received a lot of attention in the last few months, particularly as the underlying technology powering crypto-currencies like Bitcoin. However, outside of crypto-cur...

Why B2B sales people need to be concerned about customer experience – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Will Barron, host of the very popular Salesman Podcast at Salesman.org. But, for a change, this is Will interviewing me for his podcast. I thoug...

A new model of business and leadership is needed: Lessons from one of the...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Jason Stockwood, Group CEO of Simply Business, the UK’s leading B2B insurance broker and among the Tech Track 100 of the nation’s fastest-growin...

Most of customer experience is cleaning and sweeping – Interview with Gerry McGovern

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and o...

Are you doing personalization wrong?

Personalization is becoming an increasingly important element in the pursuit of a differentiated customer experience. It has also come a long way, in recent years, according to Evergage CMO Andy Zimmerman who says that personalization has evolved from...

25 behavioural biases and how they influence the choices our customers make – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Richard Shotton who is the Head of Behavioural Science at Manning Gottlieb OMD and author of the book: The Choice Factory: 25 behavioural biases...

Three areas where some contact centres may be overlooking their GDPR obligations

In the run up to May 25 this year many people, including me, were inundated with emails from companies asking them to opt in to their email marketing lists or informing them of their new data, security and privacy policies. This was all due to the fac...

Creating a learning environment that drives better sales and customer success outcomes – Interview...

Today’s interview is with Pat Lynch, VP of Enablement Excellence and Innovation at MindTickle, one of the industry’s most comprehensive readiness and learning solutions for closing the knowledge and skill gaps found in customer-facing teams. Pat ...

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