Adrian Swinscoe

10 Things that you can do to improve the employee experience

TINYpulse recently published their 2019 Employee Engagement Report titled The End of Employee Loyalty. With reputedly one of the largest databases in the world for employee feedback, they are well positioned to provide real insights into employee enga...

New tech at work and improving the employee experience – How to get it...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Carrie Duarte, Partner at PwC, Workforce of the Future Leader and Director on PwC’s U.S. Board. Carrie joins me today to talk about PwC’s new Te...

Only 20 percent of support teams provide self service and other customer experience trends...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Jeff Titterton, CMO of Zendesk. Jeff joins me today to talk about the new Zendesk Customer Experience Trends Report 2019, the main findings of t...

Have many B2B companies missed the customer experience revolution?

The customer experience in recent years has become increasingly complex. Despite this, however, a couple of simple things remain true: A business’ ability to retain customers is as important, if not more important, than its ability to acquire new cust...

Most businesses would be shocked to see the experience they are inflicting on their...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with David Cancel, serial entrepreneur and co-founder & CEO, Drift. He’s also the author of a new book called: Conversational Marketing: How the ...

Vice chairman of leading insurer believes it is time for a business reboot

Late last year I spoke with Jason Stockwood, Vice Chairman of Simply Business, the UK’s favorite business insurance broker, about a new book he has just had published: Reboot: A Blueprint for Happy, Human Business in the Digital Age. The book aims to ...

What’s stopping you from doing the best work of your life? – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Aaron Dignan, founder of The Ready, an organization design and transformation firm, and author of a new book: Brave New Work: Are You Ready to R...

Analytics isn’t something you buy, it is something that you do – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Larry Skowronek, Vice President Product Management and Product Marketing at NICE, a worldwide leading provider of software solutions enabling org...

The six core elements of ROCKSTAR customer experience – Interview with James Dodkins

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with James Dodkins, founder of ROCKSTAR CX, international keynote speaker, accidental #1 best selling author and host of ‘This Week In CX.’ James joi...

A story about how a successful outcome doesn’t guarantee a positive patient experience

The following is a story that was recounted to me by a friend, let’s call her Jasmine, about a recent visit to a local hospital. Jasmine woke up one day with a buzzing in her head and an overwhelming feeling of vertigo. After a couple of visits to her...

What more empathy in business and artificial intelligence (AI) will look like – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Minter Dial, keynote speaker and consultant on branding, new tech and digital transformation for blue chip companies, conferences and events aro...

Building your positivity muscle and the impact it can have on customer experience –...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Matt Prowse, Customer Enablement Director at Insurance Australia Group (IAG). Matt joins me today to talk positivity, why we should add a little...

Playing the customer experience game to win – Interview with Nienke Bloem

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Nienke Bloom, customer experience speaker, advisor and co-founder of The Customer Experience Game. Nienke joins me today to talk customer experi...

Going from good to great in customer experience – Interview with Rachel Haworth of...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial i...

Becoming a trusted company is an absolute requirement of a winning strategy

Edelman’s Trust Barometer has, for years, been warning that trust is on the wane and those companies that build the most trust with their customers will be the ones that are most likely to win. However, many firms have often struggled with the idea of...

9 Trends shaping the future of marketing and CX in 2019 – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Jeremy Korst, President of GBH Insights, a leading marketing strategy, consumer behavior and analytics consultancy. Jeremy joins me today to talk...

The challenge at the heart of marketing: An interview with Seth Godin

Recently, I had the privilege of interviewing Seth Godin about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See, which in the short time since it’s release in mid-November has already become a New York Times and Wall Street Jo...

What The Great Escape can teach us about Future Fit leadership – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Mike Perk, Managing Director of WWC, a South African digital transformation advisory firm, that I met at a recent conference in Pretoria. At the...

How to get the human touch and technology balance right in customer experience

Recently I was lucky enough to have the chance to speak at the Customer Experience Innovation and Tech Fest in Pretoria, South Africa. There I was talking about the need for firms to take a more sophisticated approach to customer experience that would...

Becoming a trusted company is an absolute requirement of a winning strategy – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Christopher Roark, Managing Director at Accenture Strategy. Christopher joins me today to talk about Accenture’s new Competitive Agility Index, ...

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