Adrian Swinscoe
Most of customer experience is cleaning and sweeping – Interview with Gerry McGovern
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Today’s interview is with Gerry McGovern who is the founder and CEO of Customer Carewords and the author of six books on all things digital, content, transformation and o...
Are you doing personalization wrong?
Personalization is becoming an increasingly important element in the pursuit of a differentiated customer experience. It has also come a long way, in recent years, according to Evergage CMO Andy Zimmerman who says that personalization has evolved from...
25 behavioural biases and how they influence the choices our customers make – Interview...
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Today’s interview is with Richard Shotton who is the Head of Behavioural Science at Manning Gottlieb OMD and author of the book: The Choice Factory: 25 behavioural biases...
Three areas where some contact centres may be overlooking their GDPR obligations
In the run up to May 25 this year many people, including me, were inundated with emails from companies asking them to opt in to their email marketing lists or informing them of their new data, security and privacy policies. This was all due to the fac...
Creating a learning environment that drives better sales and customer success outcomes – Interview...
Today’s interview is with Pat Lynch, VP of Enablement Excellence and Innovation at MindTickle, one of the industry’s most comprehensive readiness and learning solutions for closing the knowledge and skill gaps found in customer-facing teams. Pat ...
Applying design thinking to culture change and employee experience – Interview with Karen Jaw-Madson
[unable to retrieve full-text content]Today’s interview is with Karen Jaw-Madson, Principal of Co.-Design of Work Experience and author of a new book: Culture Your Culture: Innovating Experiences @Work. Karen joins me today to talk about the book, appl...
How to go from 800 to 5000 employees in 3 years and still deliver...
As more and more parts of the customer journey are digitized and automated, the role of front-line customer service staff is evolving. Through the use of clever technology they are seeing much of the mundane and repetitive parts of their jobs elimi...
Delivering a personalized customer experience the Zappos Way – Interview with Alex Genov of...
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Today’s interview is with Alex Genov, Head of Customer Research for Zappos.com. I spoke to Alex when I was in Las Vegas in June and talked to him about Zappos, personaliz...
Customer engagement, AI and GDPR Article 22 – Interview with Jeff Nicholson of Pega
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Today’s interview is with Jeff Nicholson, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational exc...
Moyez’s chair and what we can learn from his story about improving client and...
[unable to retrieve full-text content]I was lucky enough recently to spend time chatting to Bernadette Jiwa about her new book: Story Driven. The premise of the book is that every great business or great career has a backstory, a journey to now, which ...
The finish is just as important as the start of any experience – Interview...
Today’s interview is with Pauline Wilson, who is VP of Operations at Virgin Holidays. Pauline joins me today to talk about going undercover, better understanding their customers, their customer journey mapping initiative and the improvements that have ...
Relevance, personalization and what many firms are missing when it comes to GDPR –...
Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Rob at Pegaworld, Pegasystems’ customer event in L...
How the emerging workforce ecosystem will impact customer experience
Back in April, I talked to Anthony Abbatiello, principal at Deloitte Consulting LLP, about Deloitte’s 2018 Global Human Capital Trends Report, some of the workplace trends that have emerged from their research and what they mean for leaders and entrep...
Getting help is often fraught with friction. It shouldn’t be – Interview with Tom...
[unable to retrieve full-text content]Today’s interview is with Tom Martin, CEO of Glance Networks, an enterprise software company that provides a “visual engagement platform” for their clients that combines co-browse, agent video and scree...
Digital transformation and the pursuit of customer centricity: Lessons from the frontline – Interview...
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Martijn’s orange jacketToday’s interview is with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on ...
Should you be considering using blockchain for your customer loyalty program? – Interview with...
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Today’s interview is with Jessica Groopman and Jeremiah Owyang, industry analysts and founding partners at Kaleido Insights. They join me today to talk about blockchain, ...
Every great business has a backstory that drives and compels the work they do...
Today’s interview is with Bernadette Jiwa, Founder of The Story of Telling and a recognised global authority on the role of story in business, innovation and marketing and the author of a number of best-selling books on marketing and brand storytelling...
The potholes of scaling customer support and service – Interview with Michael Redbord of...
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Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me ...
We all want to be ‘world-class’ but what does that mean and what role...
I often get asked ‘what does world-class service mean?’
To answer the question, I tell people that I think it is helpful to break the question down into two parts.
First, I say it’s useful to consider the idea of being ‘world class’ and what that mean...
Blitzscaling and delivering customer support for Airbnb, Nest, Google & SuperCell — Interview...
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Today’s interview is with Brian Hannon, the chief commercial officer at Voxpro – powered by TELUS International, a global and award winning customer experience outsourcer...
