Adrian Swinscoe

New research: Senior in-fighting undermines engagement and it’s the CEO’s fault

In December, London Business School released a new piece of research: their 2017 Business Leaders Survey. The surveyed asked 1,248 individuals in senior positions from varying sizes of organizations across 12 sectors and 98 countries for their perspect...

You don’t need more than 3 or 4 quality data points to deliver a...

Today’s interview is with Jonathan Lacoste (co-founder and President) and Ben Cockerell (VP of Marketing) at Jebbit, the creator of the world’s first declared data platform. Jebbit are focused on doing two things: One, giving customers back control of ...

HubSpot learned that when it comes to customer success, everything counts in large amounts

Back in 2005, Bain produced a piece of research that identified the existence of a customer experience delivery gap, where 80% of the companies surveyed believed that they delivered a “superior experience” yet only 8% of customers agreed. Now that res...

Striving for excellence has never been more important – Interview with Tom Peters

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Tom Peters, author of numerous business books (18 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Exce...

An honest and open discussion about how and why we evolved our approach to...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Eva Klein, VP of Customer Success at HubSpot, a technology company that builds sales and marketing software. Eva joins me today for a very open ...

The two surprising impacts that intelligent voice assistants are having on customer experience

Over the last few months I’ve been thinking about the emergence and development of intelligent voice assistants and the impact that they are having, and will have, on the overall customer experience. Right now their impact may be limited but, according...

Three experts explain how brands can stop being creepy in the eyes of their...

It seems that every brand I talk to these days is doing their utmost to deliver a more personalised experience to their customers. That’s great news as it is something that research shows that customers consistently say that they want and value. Howev...

The role of voice in the future of customer experience – Interview with Gregg...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Gregg Johnson, CEO of Invoca, a provider of call intelligence software that allows marketers to drive, track and automate inbound calls for bett...

Doing good and the Brand Citizenship continuum – Interview with Anne Bahr Thompson

Today’s interview is with Anne Bahr Thompson, pioneer of the Brand Citizenship movement, founder of OneSixtyFourth and author of a new book: DO GOOD: Embracing Brand Citizenship to Fuel Both Purpose and Profit. Anne joins me today to talk about brand c...

Putting Dan Pink’s Mastery, Autonomy & Purpose into practice — Interview with Jeremiah Smith

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Jeremiah Smith, who is the President and CEO of SimpleTiger, a boutique digital marketing agency that specializes in SEO for entrepreneurs and s...

Customer success needs to be the responsibility of the entire organisation – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Fred Shilmover, the CEO and co-founder of InsightSquared, a provider of sales intelligence solutions for high-growth technology companies. Fred ...

Ethics, technology and the impact of our decisions on customers and employees – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Cennydd Bowles, a designer and writer focusing on the ethics of emerging technologies. Cennydd joins me today to talk about ethics, technology, ...

The Age Of Agile and why agile is more than a tool or method...

Today’s interview is with Steve Denning, who describes himself as a writer, author, journalist and a renaissance man. He is very modest so I have included a more detailed bio for him below. As well as being a fellow Forbes contributor, he has just publ...

A greater purpose will give your customer and employee experience an extra edge

Historically, customers used to buy the practical benefits of a product or service. More recently, however, the experience that customers receive has become ever more important and the battleground on which most companies are now competing. But, that ...

Fairness For All, workplace happiness and an inside look at the John Lewis Partnership...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Lord Mark Price, who is the former Managing Director of Waitrose and Deputy Chairman of The John Lewis Partnership. Mark joins me today to talk ...

Getting live chat right is much more than a software sale – Interview with...

Today’s interview is with Jamie Edwards, co-founder and COO of Kayako, an omni-channel customer service platform that their customers use to talk to and support their customers. Jamie joins me today to talk about some recent research that they have con...

CMOs, collaboration, customer experience and the real-time data imperative – Interview with Thom Gruhler

Today’s interview is with Thom Gruhler, CEO & Founder of Fjuri Group, a marketing consultancy that is combining his CMO experience from Microsoft with world-class technology, data science, and the right analytics to help brands optimize their marke...

57 Insights from leading brands and experts on what it takes to deliver a...

This is the second part of the article: 57 Insights from leading brands and experts on what it takes to deliver a Wow customer experience. As mentioned in Part 1, over the course of the last 18 months and since How to Wow came out I’ve being interview...

57 Insights from leading brands and experts on what it takes to deliver a...

Over the course of the last 18 months and since How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing was published...

Brands can create a better customer experience by being purpose driven – Interview with...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Alicia Tillman, the new global Chief Marketing Officer...

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