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Author Archive | Adrian Swinscoe

The unexpected new customer service channel

Blog post by on August 7, 2014

[embedded content] #175833954 / gettyimages.com I’ll bet we’ve all received ‘outbound’ text/SMS messages from various businesses to keep us updated as to the status of our parcel delivery, to confirm an appointment or to ask us for …

Customer Experience Lessons From The Best

Blog post by on July 31, 2014

[embedded content] #488337149 / gettyimages.com I had the privilege to attend the first day of the recent 20:20 Customer Experience Summit recently. Unfortunately, I couldn’t stay for the second day but I wanted to highlight a few …