Adrian Swinscoe
A quest to make technology emotionally intelligent – Interview with Rana el Kaliouby of...
Today’s interview is with Rana el Kaliouby, CEO of Affectiva, an emotion measurement technology company that grew out of MIT’s Media Lab. Affectiva has developed software to recognize human emotions based on facial cues or physiological responses. She ...
Do you know the way to customer centricity? Pega believes it does
For years now, organizations have talked about customer-centricity and putting their customers at the heart of what they do. Yet, many, if not most, organizations still struggle to get this right across the board.This is backed up by research from NTT ...
Purpose is not a luxury and matters more than ever in a crisis –...
Today’s interview is with Alex Edmans, a Professor of Finance at London Business School who focuses on responsible business. He has just published a new book called: Grow the Pie: How Great Companies Deliver Both Purpose and Profit and joins me today t...
Now is the time for a conversational approach to customer experience
In a recent session at Pegaworld iNspire, Paul Greenberg, best-selling author of CRM at the Speed of Light and The Commonwealth of Self Interest was talking with Pega’s Vice President, CRM Product Marketing, Jeff Nicholson about the future of customer ...
Innovative brands are using direct mail to improve customer engagement – Interview with Dan...
Today’s interview is with Dan Frohnen, CMO at Sendoso , a cloud-based direct mail and engagement platform that gives companies the ability to send direct mail, eGifts, wine, company swag, handwritten notes, welcome kits, and custom gifts. Dan joins me ...
Excellence and extreme humanization are needed more than ever – Interview with Tom Peters
Today’s interview is with Tom Peters, author of numerous business books (17 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr). This is the second time that Tom ...
Maintaining a consistent customer experience in a transition to a new normal
While many countries are still grappling with the first wave of infections from the coronavirus pandemic, lockdown conditions in many other countries are easing.That is causing many organizations to think through what a transition to a new normal will ...
A lot of enterprise software is still eye-wateringly terrible and it’s acting like a...
Today’s interview is with Leon Gauhman, Elsewhen’s Director of Product and Strategy. Leon joins me today to talk about why enterprise software and particularly enterprise CX software is still so terrible, the power of the umbrella in the age of Unix ph...
How to make sure that employee analytics and monitoring doesn’t destroy your employee and...
I’ve been hearing a lot about employee performance monitoring and analytics software in recent months.This is not a surprise as research from HR Acuity shows that 61% of organizations are leveraging metrics to analyze employee behavior, engagement and ...
Attention Marketers And Customer Experience Leaders: Here is how the coronavirus pandemic is changing...
We are reaching a point where stay at home or shelter in place is becoming more and more normalized with many restrictions set to remain in place for some time.Given that, new research about how customer behavior is changing is starting to emerge and i...
Leading a digital transformation that will never end – Interview with Duncan Macdonald of...
Today’s interview is with Duncan Macdonald, Chief Information Officer (CIO) at UPC Switzerland, which is part of the Liberty Global group. Duncan joins me today to talk about leadership, what it takes to really empower people, his journey to where he i...
Customer experience, innovation, artificial intelligence, culture….a look inside Amazon – Interview with Claire Whitaker
Today’s interview is with Claire Whitaker, a product and artificial intelligence (AI) consultant, who over the last nine years has worked in lean innovation, customer experience (CX), product management and technology including AI teams at top companie...
5 organizations that are responding in inspiring and holistic ways to the coronavirus crisis
In recent weeks we have seen different organizations respond in different ways to the coronavirus pandemic.Many companies, mainly digital technology companies, have done a lot to ease access to their products and services. In doing so, they have helped...
The nature of service and how we’ve grown up with a service economy which...
Today’s interview is with Joel Bailey, who is a Director at EY Seren, the global design consultancy within EY. Joel is a friend of mine, someone I have worked with and a really interesting thinker when it comes to service. Our conversation was precipit...
Brands and customers need to step up and work together in this time of...
We are living in both challenging and unusual times.Many firms are struggling to stay afloat. Some are having to close their doors (hopefully only) temporarily. Meanwhile, others are working hard to look after the health and well-being of their workers...
Authentic leadership is just the rebranding of transformational leadership with some of the caffeine...
Today’s interview is with Dennis Tourish who is Professor of Leadership and Organisation Studies at Sussex Business School, University of Sussex. Dennis joins me today to talk about the problems plaguing modern academic management and leadership resear...
How anarchy and Emma Goldman inspires one of the coolest companies in America –...
Today’s interview is with Ari Weinzweig is CEO and co-founding partner of Zingerman’s Community of Businesses, a gourmet food business group headquartered in Ann Arbor, Michigan, USA. Inc. Magazine described Zingerman’s as the “Coolest Small Company in...
We need to start thinking more holistically about customer experience
Within the business community, when it comes to customer experience, much of the talk and focus is dominated by touch-points and journeys and channels.But, for a growing number of organizations, it’s about much, much more. Increasingly, it’s not just a...
We are moving from a ticketing age to a conversational age – Interview with...
Today’s interview is with Mads Fosselius, CEO of Dixa, a global customer service tech company that is on a mission to help brands build friendships with their customers, break down technology silos and eliminate bad customer service. Mads joins me toda...
Stay focused on what your customers really need. Not what you think they need
In December of last year I was contacted by the folks at PARTTEAM & OEMKIOSKS, a Portuguese technology company who manufacture multimedia kiosks, self-service equipment, digital billboards, interactive tables and other digital solutions for all typ...