Adrian Swinscoe

Given the choice 75 percent of customers would prefer to use messaging channels for...

Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Joshua March, Founder and Board Director of Conversocial, a digital care platform for social messaging, and...

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...

Real competitive advantage in customer experience comes from understanding customers and what drives them...

Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with David Avrin, a keynote speaker, an author, a consultant and also CEO of Visibility International. David joi...

Gender and diversity imbalances will impact your ability to connect with and serve your...

Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Adriana Gascoigne, founder and CEO of Girls in Tech, a San Francisco-based non-profit organization devoted ...

Most companies don’t get what it means to deliver a great customer experience

If you stop and think about your own behavior for a minute. I’m betting that when faced with a question that you don’t know the answer to then one of the first things that you will do is ‘Google’ the answer. This is not unusual and is what many of you...

A lack of executive desire and recognition is holding back customer service – Interview...

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 ...

Is social media the next frontier for improving customer experience?

In early May, Sprout Social released their 2019 Index which looks at the state of, use, challenges and relevance of social media. The main findings of the report were that: Marketers struggle to create social strategies to support overall business goa...

How using a network of experts can dramatically improve customer service automation – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Antony Brydon who is the CEO and co-founder of Directly, a leader in customer support automation that works with enterprise companies to launch ...

Deutsche Telekom, Digital Credit Union and Telenet reveal their digital transformation secrets

Digital transformation is not easy. Particularly when you consider that, reputedly, around 70% of all transformation programs fail to meet expectations or their objectives. That means only 30% of programs succeed. Therefore, I was excited when I was a...

How your procurement team is impacting both your employee and customer experience – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Todd Olson who is co-founder and CEO of Pendo, a product experience platform that helps product teams create software customers love. Todd joins...

Why do we not see more people with disabilities in the hospitality or service...

During May, I spent a week traveling around India conducting a series of workshops for the customers of one of my clients. While staying at the Novotel Aerocity in New Delhi, I noticed a couple of things that, I believed, both enhanced my experience a...

Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Dr. Rob F. Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in...

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 ...

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