Adrian Swinscoe

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...

Gender and diversity imbalances will impact your ability to connect with and serve your...

Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Adriana Gascoigne, founder and CEO of Girls in Tech, a San Francisco-based non-profit organization devoted ...

Most companies don’t get what it means to deliver a great customer experience

If you stop and think about your own behavior for a minute. I’m betting that when faced with a question that you don’t know the answer to then one of the first things that you will do is ‘Google’ the answer. This is not unusual…

A lack of executive desire and recognition is holding back customer service – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me ...

Is social media the next frontier for improving customer experience?

In early May, Sprout Social released their 2019 Index which looks at the state of, use, challenges and relevance of social media. The main findings of the report were that: Marketers struggle to create social strategies to support overall business goa...

How using a network of experts can dramatically improve customer service automation – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Antony Brydon who is the CEO and co-founder of Directly, a leader in customer support automation that works with enterprise companies to launch ...

Deutsche Telekom, Digital Credit Union and Telenet reveal their digital transformation secrets

Digital transformation is not easy. Particularly when you consider that, reputedly, around 70% of all transformation programs fail to meet expectations or their objectives. That means only 30% of programs succeed. Therefore, I was excited when I was a...

How your procurement team is impacting both your employee and customer experience – Interview...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Todd Olson who is co-founder and CEO of Pendo, a product experience platform that helps product teams create software customers love. Todd joins...

Why do we not see more people with disabilities in the hospitality or service...

During May, I spent a week traveling around India conducting a series of workshops for the customers of one of my clients. While staying at the Novotel Aerocity in New Delhi, I noticed a couple of things that, I believed, both enhanced my experience a...

Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to...

Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Dr. Rob F. Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in...

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