Adrian Swinscoe
Tool time, task time and how ChatGPT will change everything in customer support –...
Today’s interview is with Des Traynor, Chief Strategy Officer and Co-founder at Intercom. Des joins me today to talk about some research they recently conducted around customers’ communication preferences and what that means. We then go on to talk abou...
Let your people be the humans they’ve spent all their life training to be...
Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The Human Experience: How to make life better for your customers and create a more successful org...
A story about inclusive customer experience
Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature reserve before going out to dinner.In the days running up to our anniversary, we had experienced a few stormy…
Building your house to be able to deliver a truly personalised customer experience –...
Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also the host of The Agile Brand with Greg Kihlström podcast. G...
Imagine having to type a ticket using a gaming console – Interview with Tony...
Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player Experience (PX), the specific challenges that entails, the GiG metric, the horrific thoug...
7 Customer experience related predictions for 2023
For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year.For each article, I gather together a set of predictions that have been sent to me over the preceding month. I then se...
Customer journey orchestration made easy – Interview with Mark Smith of CSG
Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global experience in Customer Experience Management, Real-Time Interaction Management, and Analytical CRM. M...
Is it time to talk about a more sustainable approach to serving our customers?
At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 back-to-back half-hour meetings. He explained that this started during the early part of the pandemic, and by 4 pm,…
If more is not done to protect agents, customer service standards will fall
The UK recently introduced some new legislation that has implications for customer service.Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts Act 2022 that aims to provide new legal protections for customer-facing w...
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...