Adrian Swinscoe

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...

Corporate transformation will soon switch from digital to purpose – Interview with Mark Curtis...

Today’s interview is with Mark Curtis, Chief Client Officer at Fjord (part of Accenture Interactive). Mark joins me today to talk about Fjord’s new Trends 2020 report, some of the trends, what they mean and what we should be thinking about when it come...

Do better work, your customers are waiting

Late last year, the lovely folks at Adoreboard asked me to participate in an interview series for their HX (Human Experience) Academy, an educational hub created to bring together customer experience leaders and enthusiasts.By way of background, Adoreb...

Rethinking the experience of life insurance – Interview with Adam Weinberg of Haven Life

Today’s interview is with Adam Weinberg, the brand director at Haven Life, a digital life insurance agency that’s backed and wholly owned by MassMutual. Adam joins me today to talk about innovating in a very traditional industry, magic tricks, what we ...

Forrester says that 25% of customer experience professionals will lose their jobs in 2020....

Many customer experience (CX) initiatives and projects are currently failing to meet the expectations of both customers and businesses.That’s not news. What is new, however, is that in recent months we have seen rising calls for CX projects to prove th...

If you don’t ignore your customers and create a service culture then you won’t...

Today’s interview is with Micah Solomon, a best-selling author, hands-on customer service consultant, keynote speaker, trainer, and one of the world’s leading experts on customer service, company culture, and the customer experience. He is also conside...

We shut down the use of profanity in customer service interactions. But, in doing...

From time to time I come across research from outside of the service and experience domain that makes me wonder whether or not the findings can be applied to help us better understand how we can improve team performance, service and experience. One suc...

Insights from 100 of the world’s most progressive organisations on how to make work...

Today’s interview is with Pim de Morree, co-founder at Corporate Rebels, who are on a mission to make work more fun. Pim joins me today to talk about their research, their journey to date, progressive organisations, and the arrival of their new book: C...

A lot of organisations talk outside in but their systems are not designed outside...

Today’s interview is with John Seddon, an occupational psychologist, author and Managing Director of Vanguard, a consultancy company he formed in 1985 and the inventor of ‘The Vanguard Method’. John joins me today to talk about his new book: Beyond Com...

Customer experience has a senior leadership problem. New research shows how to fix it

[unable to retrieve full-text content]In a recent conversation with Jeanne Bliss, a fellow observer, author and advisor on how businesses grow through customer focus and experience, we mused that among many of the problems that face organizations, tryi...

The Non-Obvious Megatrends that will affect our ability to deliver a stand out customer...

Today’s interview is with Rohit Bhargava, a trend curator, founder of the Non-Obvious Company, and the author of six best selling business books including the Wall Street Journal best seller Non-Obvious. Rohit joins me today to talk about his new boo...

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