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.
A story about inclusive customer experience
Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local…
Building your house to be able to deliver a truly personalised customer experience – Interview with Greg Kihlström of...
Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is…
Imagine having to type a ticket using a gaming console – Interview with Tony Adams of Supercell
Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about…
7 Customer experience related predictions for 2023
For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year.For each article, I…
Customer journey orchestration made easy – Interview with Mark Smith of CSG
Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of…
Is it time to talk about a more sustainable approach to serving our customers?
At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of…
If more is not done to protect agents, customer service standards will fall
The UK recently introduced some new legislation that has implications for customer service.Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts…
The Problem Pause
Whenever we face a problem, why is it that we invariably jump into fix or solution mode?Why don’t we spend more time understanding the problem?…
Is the contact centre going to be the next big tech frontier?
Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of growth…
Product Led Growth (PLG) is missing a pillar – Interview with Joe Andrews and Martin Schneider of SupportLogic
Today’s interview is with Joe Andrews and Martin Schneider. Joe is the Chief Marketing Officer and Martin is the Chief Evangelist and Head of Solutions…
The problem of customer indecision and how to get over it – Interview with Matt Dixon
Today’s interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The…
In times like these, customer service leaders can learn a lot from gardeners
As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about…
Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega
Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just...
CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones –...
Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer,…
Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang...
Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform.…
Not enough companies realize that customer support is your primary gateway to understanding your entire business – Interview with...
Today’s interview is with Nooshin Alibhai and Eric Klimuk, co-founders and CEO and COO respectively at Supportbench, a full-stack customer support software provider that is…
Delivering personalised search experiences in an ethical way – Interview with Angel Maldonado of Empathy.co
Today’s interview is with Angel Maldonado, CEO & Founder of Empathy, who create human-centred, commerce search & discovery platforms that combine innovative technology, behaviour-based algorithms…
Customer neglect is real and needs to be managed, as do customer expectations
Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on…
Lack of a clear vision leads to higgledy-piggledy services and experiences – Interview with Ari Weinzweig of Zingermans
Today’s interview is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a gourmet food business group headquartered in Ann Arbor,…
The digitization of the supply chain and it’s impact on customer experience and sustainability – Interview with Sanjay Brahmawar...
Today’s interview is with Sanjay Brahmawar, the CEO of Software AG, a software pioneer that is helping over 10,000 organisations worldwide connect people, departments, systems…