Adrian Swinscoe

Digital transformation and the pursuit of customer centricity: Lessons from the frontline – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Martijn’s orange jacketToday’s interview is with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on ...

Should you be considering using blockchain for your customer loyalty program? – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, ...

Every great business has a backstory that drives and compels the work they do...

Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of a number of best-selling books on marketing and brand storytelling...

The potholes of scaling customer support and service – Interview with Michael Redbord of...

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

We all want to be ‘world-class’ but what does that mean and what role...

I often get asked ‘what does world-class service mean?’ To answer the question, I tell people that I think it is helpful to break the question down into two parts. First, I say it’s useful to consider the idea of being ‘world class’ and what that mean...

Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell — Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro – powered by TELUS International, a global and award winning customer experience outsourcer...

Zendesk’s new AI-powered knowledge management product looks set to power their next stage of...

At the beginning of April, Zendesk announced that they had just hit an annualized run rate of $500 million. Now, whilst it took took them seven years to reach $100 million in revenue, it has only taken them four years to reach the $500 million annuali...

Global human capital trends and the rise of the social enterprise – Interview with...

Today’s interview is with Anthony Abbatiello, principal, Deloitte Consulting LLP and the Human Capital practice’s Digital leader. He joins me today to talk about Deloitte’s newly released annual Global Human Capital Trends Report (2018), some of the tr...

New research: Senior in-fighting undermines engagement and it’s the CEO’s fault

In December, London Business School released a new piece of research: their 2017 Business Leaders Survey. The surveyed asked 1,248 individuals in senior positions from varying sizes of organizations across 12 sectors and 98 countries for their perspect...

You don’t need more than 3 or 4 quality data points to deliver a...

Today’s interview is with Jonathan Lacoste (co-founder and President) and Ben Cockerell (VP of Marketing) at Jebbit, the creator of the world’s first declared data platform. Jebbit are focused on doing two things: One, giving customers back control of ...

HubSpot learned that when it comes to customer success, everything counts in large amounts

Back in 2005, Bain produced a piece of research that identified the existence of a customer experience delivery gap, where 80% of the companies surveyed believed that they delivered a “superior experience” yet only 8% of customers agreed. Now that res...

Striving for excellence has never been more important – Interview with Tom Peters

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Tom Peters, author of numerous business books (18 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Exce...

An honest and open discussion about how and why we evolved our approach to...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open ...

The two surprising impacts that intelligent voice assistants are having on customer experience

Over the last few months I’ve been thinking about the emergence and development of intelligent voice assistants and the impact that they are having, and will have, on the overall customer experience. Right now their impact may be limited but, according...

Three experts explain how brands can stop being creepy in the eyes of their...

It seems that every brand I talk to these days is doing their utmost to deliver a more personalised experience to their customers. That’s great news as it is something that research shows that customers consistently say that they want and value. Howev...

The role of voice in the future of customer experience – Interview with Gregg...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that allows marketers to drive, track and automate inbound calls for bett...

Doing good and the Brand Citizenship continuum – Interview with Anne Bahr Thompson

Today’s interview is with Anne Bahr Thompson, pioneer of the Brand Citizenship movement, founder of OneSixtyFourth and author of a new book: DO GOOD: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Anne joins me today to talk about brand c...

Putting Dan Pink’s Mastery, Autonomy & Purpose into practice — Interview with Jeremiah Smith

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Jeremiah Smith, who is the President and CEO of SimpleTiger, a boutique digital marketing agency that specializes in SEO for entrepreneurs and s...

Customer success needs to be the responsibility of the entire organisation – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Fred Shilmover, the CEO and co-founder of InsightSquared, a provider of sales intelligence solutions for high-growth technology companies. Fred ...

Ethics, technology and the impact of our decisions on customers and employees – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Cennydd Bowles, a designer and writer focusing on the ethics of emerging technologies. Cennydd joins me today to talk about ethics, technology, ...

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