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Adrian Swinscoe

Adrian Swinscoe
Adrian Swinscoe brings over 25 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.

The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX

Podcast Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value...

The dark corners waiting to undermine your customer experience

In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in...

Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of...

Podcast Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate Kronos...

The imperative of customer trust in 2024

How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy...

The frontline is where you connect EX and CX together in a very natural way – Interview with Joe...

Podcast Today’s interview is with Joe Tyrrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to...

15 Customer experience predictions for 2024

For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together...

Forget the hype. Here’s what enterprises are actually doing with generative AI – Interview with Stefano Puntoni and Jeremy...

Podcast Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President at GBK Collective. Stefano and...

The raw and honest truth about what agents think about their jobs – Interview with Juanita Coley

Podcast Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting,...

Technology choice, adoption and the paradox of choice

Have you ever found yourself going to a Lego store intent on buying an assortment of Lego pieces as a gift for someone, but...

The challenge with conversational analysis in the Nordics – Interview with Tue Martin Berg of Capturi

<a href="https://feed.pod.co/punk-cx">Podcast Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia’s leading software provider for conversation analysis....

Are you doing change to people or with people? – Interview with Phil Lewis and Claire Croft of Corporate...

Podcast Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture....

Customers don’t want minimally viable anything. They just want quality – Interview with Debbie Levitt

Podcast Today’s interview is with Debbie Levitt, who is the CXO of Delta CX and the author of Customers Know You Suck. Debbie joins me today to talk...

Three trends reshaping the customer experience outsourcing market

The contact center space is under a lot of pressure right now. As things stand, the status quo doesn’t look sustainable. Business Process Outsourcers (BPOs) play...

Personalization is pervasive but it’s not personal – Interview with Shafqat Islam

Podcast Today’s interview is with Shafqat Islam, Chief Marketing Officer at Optimizely, a digital experience platform software as a service provider. Shafqat joins me today to...

Paul Weller, the Scots word ‘gallus’ and their relation to delivering an award-winning customer experience – Interview with John...

Podcast Today’s interview is with John Devlin, CEO and co-founder of Ascensos, a leading customer management and contact centre solution provider that offers bespoke and innovative...

Consistency is often overlooked but is the secret ingredient to making customers happy

I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in...

How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner

Listen to Podcast. Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of...

The science behind repairing trust – Interview with Professor Peter Kim

Podcast Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a...

The stakes are set to get higher in onsite search experience

Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help.…

The delusion amongst customer service and experience VPs – Interview with Micah Peterson of ProcedureFlow

https://pod.co/punk-cx/interview-with-micah-peterson-of-procedureflow Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software...

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