Adrian Swinscoe
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 challenging in the coming months and years. Therefore, having a robust digita...
The idea that scripts ruin customer experience is a dangerous one – Interview with...
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 provider that helps people make better decisions faster. Jimmy join...
Leveraging branded virtual assistants to drive personalisation and innovation – Interview with Eric Turkington...
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 businesses do amazing things with voice technology. Eric joins me today to talk about intelligen...
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 how, in addition to the widespread and much-lauded hand-clapping for healthcare workers that took place dur...
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 joins me today to share his CCaaS Industry Hit List, what we should be thinking about when ...
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 3,248 B2B customers across 133 countries and 14 different industries. It soug...
Using customer experience as a tool to drive economic development – Interview with Mandisa...
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 global thought leader and book author. Mandisa joins me today to talk her journey and using CX ...
The impact hateful and toxic social media content has on your customers and people...
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 media in less than a second. Joel joins me today to talk about hate and toxicity in social med...
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 customers through better conversations. Tue joins me today to talk about some recent research tha...
In three years gig experts will be able to do everything agents can do...
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 industry: low pay, high attrition and access to new talent. Roger joins me today to ta...
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 (CX). The most exciting thing about their research was that their analysis found some common predictors of what constitutes...
We should talk about moments that shatter rather than the moments that matter –...
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 the CCXP Exam Simulator and the author of a new book called: The Dark Side of CX: The costly patt...
Customers know how to solve data, privacy and AI trust issues. Brands should listen...
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 any apprehensions they had with their utilization of it related to d...
The future of personalization and loyalty is dynamic – Interview with Christian Selchau-Hansen of...
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 loyalty, personalization, dynamic offer optimization and what eXperience Leaders should be doing to build better relationships with their customers and...
Leadership and life lessons from the winner of the 2021 CX Leader of the...
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 Digitisation at Telkom Indonesia. This interview is slightly different this week as I am conducti...
Leadership, employee experience and the Zoom ceiling – Interview with Dr Elora Voyles...
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 joins me to talk about how the Zoom ceiling is the new glass ce...
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 musculature if they want to sustainably improve how they engage and serve their customers.T...
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 these stories, I often wondered how they ever got any ‘work’ done.Over the last 12 months, with many people working…
Havas CX’s X Index offers a new and holistic view of a brand’s customer...
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 catch myself wondering ….does the world need another way of measuring customer experience, or...
Getting closer to customers means connecting with them irrespective of the logistics – Interview...
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, telecom and finance industries. Bansi joins me to today to talk about how UX is changing and what should bran...