Adrian Swinscoe
Adrian Swinscoe
Adrian Swinscoe brings over 25 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.
Customer experience requires a new type of responsive leader – Interview with Sid Banerjee of Clarabridge
Podcast: Play in new window | Download Today’s interview is with Sid Banerjee, CEO of Clarabridge, a leader in the Customer Experience Management (CEM) space,...
Abandon email as a customer service channel at your peril
When it comes to customer service and the channels that businesses use to serve their customers, most of the talk in the marketplace is...
Everyone can create a ‘Genius Bar’ customer experience – Interview with Gary Ambrosino of Timetrade
Podcast: Play in new window | Download Today’s interview is with Gary Ambrosino, President and COO of Timetrade. Gary joins me today to talk about...
The little things that destroy your customer experience
As a way of celebrating International Darwin Day on Feb 12th, MyCustomer.com published an article: Making a Charlie of themselves: The Darwin Awards for...
Scaling up excellence is not a footprint problem but a mindset problem – Interview with Huggy Rao
Podcast: Play in new window | Download Today’s interview is with Huggy Rao, Atholl McBean Professor of Organizational Behavior and Human Resources at Stanford Graduate...
Transforming the internal customer service experience of your IT dept – Interview with Jason Andrew of BMC Software
Podcast: Play in new window | Download Today’s interview is with Jason Andrew, the General Manager for EMEA at BMC Software. Jason joins me today...
Your future is in your hands
Back in mid-January, BDO released a report, written by the Economist Intelligence Unit (EIU), which looked into the impact of poor customer service on...
Warmth, competency and customer experience – Interview with Chris Malone about The Human Brand
Podcast: Play in new window | Download Today’s interview is with Chris Malone, founder of Fidelum Partners and recent author with Professor Susan T Fiske...
A 6 step approach to better customer and employee engagement
Some 18 months ago (Oct 2012), I had the pleasure of interviewing Get Satisfaction’s then CEO, Wendy Lea (she’s now their Executive Chairman) in...
Power to the customer – Interview with Matt Gorniak of G2Crowd
Podcast: Play in new window | Download Today’s interview is with Matt Gorniak, Co-founder/COO at G2 Crowd, a new source for crowdsourced and trusted business...
Are you sure your customers will wait two years for you to change?
Back in October of last year, IBM released the latest version of it’s Global C-suite Study. This study was made up of 4,183 conversations...
The changing world of B2B customer experience and what the future looks like – Interview with Charlie Peters of...
Podcast: Play in new window | Download Today’s interview is with Charlie Peters, who is Senior Executive Vice President of Emerson, a diversified global manufacturing...
What we can learn from Seneca about proactive customer service?
Sometimes, just after I have published a blog post, I wonder about the impact my writing has on the people that read it. Then, from...
Behavioural science offers insight how customer experience can be improved – Interview with Prof. Nick Chater
Today’s interview is with Nick Chater, who is Professor of Behavioural Science, Warwick Business School and co-founder of the research consultancy Decision Technology. Nick...
Do You Need To Change Your Organisational Structure To Improve Your Customer Experience?
I’ve been thinking about whether an organisation’s structure impacts it’s ability to deliver great customer experiences recently. I’ve also been exploring this in my...
It’s not about the channels in your support, it’s about the support in your channels – Interview with Girish...
Podcast: Play in new window | Download Today’s interview is with Girish Mathrubootham, who is founder and CEO of Freshdesk, an online customer support Saas...
A short cautionary tale about the misuse of customer data
This is a short story about surveying your customers and how extrapolating too far and too fast from a limited data set can damage...
Most websites fail to facilitate the customer journey – Interview with Mark Lancaster of SDL
Podcast: Play in new window | Download Today’s interview is with Mark Lancaster, who is CEO of SDL, who provide technology and services to optimize...
Choosing and comparing CRM software? – Pointers from the crowd.
Recently, I was asked to write a review for Nimble, a social CRM provider, on G2crowd.com. The purpose of the review was that the...
Customer engagement and the alignment of sales, marketing and customer service – Interview with Tim Pickard of NewVoiceMedia
Today’s interview is with Tim Pickard, who is Chief Marketing Officer for NewVoiceMedia, a leading cloud multi-channel contact centre provider. Tim joins me today...