Adrian Swinscoe

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...

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 they make the process easier and more visible, it will invite a massive increase in complaints, forcing them to confront…

Delivering empathetic customer experiences will require us to move from fuzzy into action –...

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 that serves over 11,000 mid-sized and large businesses around the world. Joyce joins me...

4 Best practices for leaders to add to their customer experience (CX) strategy in...

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 they will have to tackle if they are to deliver the great and stand out experience that so many of…

Journey analytics and orchestration is helping brands stop doing stupid stuff – Interview with...

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 today to talk about leading edge customer experience, Voice of the Customer...

We need to talk about customer service’s “messy middle” – Interview with Michael Ramsey...

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 workflows and operations more effectively. Michael joins me today to talk about the “messy middle” in customer service, what it...

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 pieces, I must admit that I enjoy a bit of a rummage around many of the prediction and trends articles...

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 real time, human translations. Vasco joins me today to talk about their AI-p...

The power of personalised videos to drive engagement at all stages of the customer...

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 of the customer journey, to convert, activate and your support your customers. Matt joins me today to...

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 improving customer and employee experience outcomes despite a huge amount of activity, enthusiasm and investment in the exper...

From an award winning chef to CX Leader of the Year 2020 – Interview...

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, Post Office. This interview is slightly different this week as I am conducting it with Chri...

Where the magic happens when it comes to improving customer outcomes – Interview with...

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 today to talk about what customer experience means at Schindler, what know...

Mindset, method, motivation and harmonisation are at the centre of customer centric-thinking and leadership...

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 of Arkansas. Andy joins me today to talk about the aforementioned Customer Centric Lea...

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 sent to me and combined them with a bit of commentary. Over the last few weeks, I have been sent…

Leadership and how to achieve customer centricity – Interview with Minter Dial

Today’s interview is with Minter Dial, an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Minter joins me today to talk about his new book: You Lead: How Being Yourself Makes You a Bett...

How will you be using video in your customer experience mix in 2021?

Four years ago I spoke to Matthias Murin, who was, at the time, Group Manager Customer Service at DocMorris, a Dutch online and mail-order pharmacy that provides medicines primarily to customers in Germany.When I spoke to him, he told me how they ...

Have you got what it takes to be a phoenix in the new, never...

The pandemic has shifted how people work, socialize, shop, get services, etc. Will things eventually return to the previous "normal" after the virus is defeated?

The secrets behind tapping into your customer’s imagination – Interview with Chip Bell

Today’s interview is with Chip R. Bell, a keynote speaker and consultant in customer loyalty and service innovation as well as a 24 time author of books, many of which are focused on how we can improve customer service and experience. He joins us today...

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