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.
The future of personalization and loyalty is dynamic – Interview with Christian Selchau-Hansen of Formation.ai
Today’s interview is with Christian Selchau-Hansen, the CEO and co-founder of Formation.ai, a machine learning-powered offer optimization pioneer. Christian joins me to talk about...
Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri...
Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and…
Leadership, employee experience and the Zoom ceiling – Interview with Dr Elora Voyles of TINYpulse
Today’s interview is with Dr. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse, a provider of employee engagement and feedback software. Dr Elora…
How to put empathy into action in your customer experience
I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic…
Two radical ideas for experience leaders
Prior to the pandemic, I often heard tales of people talking about how their busy days were full of back to back meetings. On hearing…
Havas CX’s X Index offers a new and holistic view of a brand’s customer experience
The international experience network Havas CX recently launched its X Index, a global barometer of customer experience (CX).When I first heard about it, I did…
Getting closer to customers means connecting with them irrespective of the logistics – Interview with Bansi Mehta of Koru...
Today’s interview is with Bansi Mehta is the CEO and Founder of Koru UX Design, a global leader in strategic enterprise UX for the healthcare,…
Are your irrational fears holding back your customer and employee experience efforts?
Things go wrong and sometimes badly. So, why do some companies make it hard for customers to complain? Is it because they fear that if…
Delivering empathetic customer experiences will require us to move from fuzzy into action – Interview with Joyce Kim, Chief...
Today’s interview is with Joyce Kim, the Chief Marketing Officer (CMO) for Genesys, a global leader in cloud -based customer experience and contact centre solutions…
4 Best practices for leaders to add to their customer experience (CX) strategy in 2021
In recent months, I’ve been talking to several senior leaders about how to design your customer experience (CX) strategy in 2021. Some of the issues…
Journey analytics and orchestration is helping brands stop doing stupid stuff – Interview with Mark Smith of Kitewheel
Today’s interview is with Mark Smith, President of Kitewheel, whose platform is powering real-time customer journeys for the world’s most customer-centric brands. Mark joins me…
We need to talk about customer service’s “messy middle” – Interview with Michael Ramsey of ServiceNow
Today’s interview is with Michael Ramsey, VP, Product Management, Customer Workflow Products at ServiceNow, a cloud computing platform provider that helps enterprises manage digital...
Panning for gold: What lies ahead for brand experiences
In the middle of December, I published a predictions piece called 11 Customer-Experience-Related Predictions For 2021.While I stated that I don’t really like writing prediction...
Solving language based customer service inequalities – Interview with Vasco Pedro of Unbabel
Today’s interview is with Vasco Pedro, the co-founder and chief executive officer of Unbabel, a company that removes language barriers by blending artificial intelligence with…
The power of personalised videos to drive engagement at all stages of the customer journey – Interview with Matt...
Today’s interview is with Matt Barnett, Papa Bear at Bonjoro, a mobile and web based application that lets you send personalised videos at every stage…
Why creating empathy in your customer service is so hard
In the summer of 2019 I published a new book called Punk CX.It came about due to my frustration with the lack of progress with…
From an award winning chef to CX Leader of the Year 2020 – Interview with James Scutt of the...
Today’s interview is with the winner of the MyCustomer 2020 CX Leader of the Year competition: James Scutt, Head of Customer Experience Strategy and Deployment,…
Where the magic happens when it comes to improving customer outcomes – Interview with Stacy Sherman
Today’s interview is with Stacy Sherman, Head of Customer Experience (CX) & Employee Engagement at Schindler Elevator Corporation and Founder of DoingCXRight. Stacy joins me…
Mindset, method, motivation and harmonisation are at the centre of customer centric-thinking and leadership – Interview with Andy Murray
Today’s interview is with Andy Murray, Founder and Executive Chair, Customer Centric Leadership Initiative at The Sam M. Walton College of Business at The University…
11 Customer experience related predictions for 2021
Last year I wrote that I don’t like prediction pieces.Then, I broke my own rule, and I compiled a series of predictions that had been…