Adrian Swinscoe

Pathfinder customers and employees are demanding more of senior leaders – Interview with Katherine...

Today’s interview is with Katherine LaVelle, Managing Director and North America Lead for Talent & Organization at Accenture Strategy. Katherine joins me today to talk about a new piece of research (New Rules for Engagement) which is based on int...

Has Amazon been trying to charm socially conscious shoppers in the U.K. in advance...

Over the last couple of months, Amazon has been running TV advertisements promoting the fact that the public can book a tour at one of eight of their fulfillment centers here in the U.K. Now, I’d never heard of this initiative before, so I wondered…

The secrets behind Airbnb’s customer experience – Interview with Joseph Michelli

Today’s interview is with Joseph A. Michelli, a best-selling author, internationally sought-after speaker and organizational consultant. Joseph joins me today to talk about his new book: The Airbnb Way: 5 Leadership Lessons for Igniting Growth throug...

Research insights into gathering effective feedback, the use of different metrics and generational differences...

Today’s interview is with Steve Morrell who is the Managing Director of ContactBabel, a provider of high-quality research and analysis to the UK & US contact centre industries. Steve joins me today to talk about gathering feedback, what CX metrics ...

As businesses scale they can lose touch with their customers, here’s what HubSpot is...

It’s a common occurrence that as companies scale one of the biggest challenges that they face is staying close to their customers. HubSpot, a provider of a growth platform that helps transform the way that organizations attract, engage, and delight th...

Glassbox’s instant replay technology helps customer service agents relive customer problems

I’m sure many of you have had the experience of trying to help a friend or family member solve a technology problem over the phone. I know I certainly have, particularly when it comes to helping my father solve a problem that’s he’s been having…

Understanding friction and reward in customer experience – Interview with Richard Hammond and...

https://blogpodcasts.s3-eu-west-1.amazonaws.com/RichardHammondRockyHowardFrictionRewardUncrowd230919.mp3 Today’s interview is with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus re...

How many exposure hours have you had recently with your customers?

[unable to retrieve full-text content]Back in April, I talked to Andy Macmillan, CEO of UserTesting, about a new industry report that they had released – The Rise of the Experience Economy – The 2019 CX Industry Report. The big headline this year...

CEOs have to come to accept that CX is their responsibility – Interview with...

Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Prof...

The internal perception gap that is holding back your employee experience

Recently, I wrote about the perception gap that exists between how businesses think they are doing, regarding the delivery of great customer experience, and how customers perceive the performance of brands. However, this is not the only perception gap...

Agatha, NLU and turning customer support agents into geniuses – Interview with Deon Nicholas...

Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Deon Nicholas, Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that...

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...

You can’t transform something you don’t understand – Interview with Annette Franz

Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Annette Franz, founder and CEO of CX Journey Inc, and an internationally recognized customer experience though...

Audio is an overlooked dimension of the customer experience – Interview with Jeff Yasuda...

Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Jeff Yasuda, the CEO and co-founder of Feed.fm (Music as a Service), which helps game developers, content publ...

Taziki’s is closing the disability employment gap and enriching their customer and employee experience...

Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Dan Simpson, CEO of Taziki’s Mediterranean Café, which is a fast casual chain of franchised restaurants bas...

If you want to improve your B2B customer experience, manage customer distress – Interview...

Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Robert Johnson, the co-founder and CEO of TeamSupport.com, a cloud-based, B2B software application built to...

The Commonwealth of Self Interest and customer engagement – Interview with Paul Greenberg

Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Paul Greenberg, best-selling author and founder & Managing Principal of The 56 Group, LLC, an advisory ...

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...

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