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.
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…
Creating a metaverse experience that helps veterans suffering from PTSD – Interview with Robert Bell of 2B3D
Today’s interview is with Robert Bell, Founder and CEO of 2B3D, who with their partners are developing a first-of-its-kind metaverse/NFT/gaming platform where military veterans can…
Three Things That Would Have Improved Our House Moving Experience
I’ve not published an article on Forbes for a little while. The primary reason for that is that my wife and I have been consumed…
42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman...
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new…
Unlocking the hidden value of language to drive personalisation – Interview with Assaf Baciu of Persado
Today’s interview is with Assaf Baciu, the Chief Operating Officer and co-founder of Persado. Assaf joins me today to talk about Motivation AI, language, personalisation…
Design is not design without research – Interview with Alfonso de la Nuez of UserZoom
Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk…
Building a robust digital customer experience strategy in 3 steps
As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly…
The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC
Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning…
Leveraging branded virtual assistants to drive personalisation and innovation – Interview with Eric Turkington of RAIN
Today’s interview is with Eric Turkington, Vice President of Growth at RAIN, a pioneer in voice & conversational AI, that is helping people, brands and…
New research finds that customer service agents are abusing customers
At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes…
Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET
Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili…
Why CMOs should invest in their customer service teams
At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service.The research surveyed 2,030 service leaders, 13,327 B2C customers and…
Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo
Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a…
The impact hateful and toxic social media content has on your customers and people and what to do about...
Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social…
The 3 pillars of agent happiness – Interview with Tue Søttrup of Dixa
Today’s interview is with Tue Søttrup, Chief CX Evangelist & VP CX Excellence at Dixa, a customer service platform that generates value for brands and…
In three years gig experts will be able to do everything agents can do in the contact centre –...
Today’s interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre…
Brand trust emerges as the single biggest contributor to customer experience
In March last year, I wrote about Havas CX’s X Index and how it offered a new and holistic view of a brand’s customer experience…
We should talk about moments that shatter rather than the moments that matter – Interview with Michael G. Bartlett
Today’s interview is with Michael G. Bartlett who is the Director of Experience Innovation at JMARK, an I.T. support and I.T. services company, Founder of…
Customers know how to solve data, privacy and AI trust issues. Brands should listen to them
In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and…