Adrian Swinscoe

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 ...

Applying design thinking to culture change and employee experience – Interview with Karen Jaw-Madson

[unable to retrieve full-text content]Today’s interview is with Karen Jaw-Madson, Principal of Co.-Design of Work Experience and author of a new book: Culture Your Culture: Innovating Experiences @Work. Karen joins me today to talk about the book, appl...

How to go from 800 to 5000 employees in 3 years and still deliver...

As more and more parts of the customer journey are digitized and automated, the role of front-line customer service staff is evolving. Through the use of clever technology they are seeing much of the mundane and repetitive parts of their jobs elimi...

Delivering a personalized customer experience the Zappos Way – Interview with Alex Genov of...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Alex Genov, Head of Customer Research for Zappos.com. I spoke to Alex when I was in Las Vegas in June and talked to him about Zappos, personaliz...

Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Jeff Nicholson, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational exc...

Moyez’s chair and what we can learn from his story about improving client and...

[unable to retrieve full-text content]I was lucky enough recently to spend time chatting to Bernadette Jiwa about her new book: Story Driven. The premise of the book is that every great business or great career has a backstory, a journey to now, which ...

The finish is just as important as the start of any experience – Interview...

Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have ...

Relevance, personalization and what many firms are missing when it comes to GDPR –...

Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Rob at Pegaworld, Pegasystems’ customer event in L...

How the emerging workforce ecosystem will impact customer experience

Back in April, I talked to Anthony Abbatiello, principal at Deloitte Consulting LLP, about Deloitte’s 2018 Global Human Capital Trends Report, some of the workplace trends that have emerged from their research and what they mean for leaders and entrep...

Getting help is often fraught with friction. It shouldn’t be – Interview with Tom...

[unable to retrieve full-text content]Today’s interview is with Tom Martin, CEO of Glance Networks, an enterprise software company that provides a “visual engagement platform” for their clients that combines co-browse, agent video and scree...

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 ...

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