Adrian Swinscoe

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 it that we have a pathological fear of problems? Or, is it that we equate fixing something with being…

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 to a focus on the fundamentals of revenues and profits.The same dynamics are playing out in the minds ...

Product Led Growth (PLG) is missing a pillar – Interview with Joe Andrews and...

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 Marketing at SupportLogic, whose technology helps unlock insight from unstructured data in every cus...

The problem of customer indecision and how to get over it – Interview with...

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 Challenger Sale, The Effortless Experience and The Challenger Customer. Matt joins me today to talk a...

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 getting their gardens ready for the winter and the new growing year.Part of that will involve them thinking about...

Customer experience isn’t about experience at all. It is about relationships – Interview with...

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 conducted, some of the results, the big trends and shifts that are driving the future of customer service and a...

CX professionals extol the importance of empathy towards external customers but often overlook its...

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, Jack Springman passed away on Sept 8th 2022. This podcast was recorded in t...

Customer success professionals should focus on net revenue retention (NRR) to prove ROI –...

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. You Mon joins me today to talk about customer success, why it’s more important now th...

Not enough companies realize that customer support is your primary gateway to understanding your...

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 made specifically to serve the B2B space. Nooshin and Eric join me today to tal...

Delivering personalised search experiences in an ethical way – Interview with Angel Maldonado of...

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 and data intelligence with understanding and emp...

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 the rise and has been for several years.They believe that negle...

Lack of a clear vision leads to higgledy-piggledy services and experiences – Interview with...

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, Michigan, USA. Ari was previously on the podcast back in 2020 and is also one of ...

The digitization of the supply chain and it’s impact on customer experience and sustainability...

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 and devices through integration & APIs, IoT & analytics as well as b...

Creating a metaverse experience that helps veterans suffering from PTSD – Interview with Robert...

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 access live PTSD therapy. Now, I’ve been reading quite a bit about the ...

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 by moving house over the last couple of months.However, we didn’t just move house. We moved city and country too.…

42% of workers feel that digital transformation efforts have made their job more complex...

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 report they have just released called Workforce Trends Report 2022, the headline findings, complexity in the enterp...

Unlocking the hidden value of language to drive personalisation – Interview with Assaf Baciu...

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 and unlocking the hidden value of language in our interactions with customers. Thi...

Design is not design without research – Interview with Alfonso de la Nuez of...

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 about UserZoom’s recently published research called The State of UX 2022, what they found out, the di...

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...

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