Adrian Swinscoe
Going from good to great in customer experience – Interview with Rachel Haworth of...
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Today’s interview is with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial i...
Becoming a trusted company is an absolute requirement of a winning strategy
Edelman’s Trust Barometer has, for years, been warning that trust is on the wane and those companies that build the most trust with their customers will be the ones that are most likely to win.
However, many firms have often struggled with the idea of...
9 Trends shaping the future of marketing and CX in 2019 – Interview with...
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Today’s interview is with Jeremy Korst, President of GBH Insights, a leading marketing strategy, consumer behavior and analytics consultancy. Jeremy joins me today to talk...
The challenge at the heart of marketing: An interview with Seth Godin
Recently, I had the privilege of interviewing Seth Godin about his new book: This Is Marketing: You Can’t Be Seen Until You Learn to See, which in the short time since it’s release in mid-November has already become a New York Times and Wall Street Jo...
What The Great Escape can teach us about Future Fit leadership – Interview with...
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Today’s interview is with Mike Perk, Managing Director of WWC, a South African digital transformation advisory firm, that I met at a recent conference in Pretoria. At the...
How to get the human touch and technology balance right in customer experience
Recently I was lucky enough to have the chance to speak at the Customer Experience Innovation and Tech Fest in Pretoria, South Africa. There I was talking about the need for firms to take a more sophisticated approach to customer experience that would...
Becoming a trusted company is an absolute requirement of a winning strategy – Interview...
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Today’s interview is with Christopher Roark, Managing Director at Accenture Strategy. Christopher joins me today to talk about Accenture’s new Competitive Agility Index, ...
Not dealing with failure demand is hurting your customer experience
In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable.
According to that research, the m...
Leaders should experience what it is like to be one of their own customers...
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Today’s interview is with Shaun Belding who is the CEO of The Belding Group of Companies and the author of 6 books including a new book: The Journey to WOW: The Path to O...
Where to start when thinking about being brilliant at the basics
Just short of a year ago I wrote a piece called: When it comes to customer experience in 2018, can we make boring the new cool?
The piece advocated for brands to “consider throttling back on our obsession with what’s next, what’s new and what’s hot an...
Is your culture hurricane fit? – Interview with Jonathan Rowe of nCino
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Today’s interview is with Jonathan Rowe, Chief Marketing Officer at nCino, a cloud based bank operating system. Jonathan joins me today to talk to me about nCino, the exp...
The 73 year old lady and an unexpected customer service lesson
Recently I had the pleasure of speaking to James Dodkins on his Rockstar CX podcast.
As a precursor to the show, James asked me to collect 3 different articles in the week approaching the interview that I had noticed and that had interested me.
So, in...
Getting the human and tech balance right in customer experience – Interview with Julia...
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Today’s interview is something different. Last week I was in Pretoria, South Africa, where I was speaking at the Customer Experience Innovation and Tech Fest conference. ...
Not dealing with failure demand is hurting your customer experience
In my 2016 How To Wow book I quoted research by Sabio and the Customer Contact Association, released in 2012, that found that between 25% and 40% of all calls to UK contact centers are either unnecessary or avoidable.
According to that research, the m...
Are you willing to delight the specific? – Interview with Seth Godin about his...
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Today’s interview is with Seth Godin, best selling author, teacher and sometime entrepreneur. Seth joins us today to talk about his new book: This Is Marketing: You Can’t...
Loyalty is dead, long live loyalty!
In a November 2017 interview with Mad Money’s Jim Cramer, Salesforce.com CEO Marc Benioff declared that “Loyalty is dead.”
At the time, that comment caused a lot of kerfuffle and was used by many in the retail industry to validate their own claims tha...
How to make your people SUPERENGAGED – Interview with Nikki Gatenby
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Today’s interview is with Nikki Gatenby, MD of Propellernet, a multi-award winning Brighton-based digital marketing agency that operates globally and the author a new boo...
One customer’s experience suggests that Infiniti is not yet brilliant at the basics
Recently, I was invited to participate in a webinar discussing the role of emotions in customer experience. During the discussion, I made the point that while I believe we should pay close attention to the emotions of our customers, we cannot escape t...
Design is how we treat each other – Interview with Rie Nørregaard
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Today’s interview is with Rie Nørregaard, a Managing Creative Director of SY Partners, a consultancy based in New York and San Francisco. For 20 years, they’ve helped bus...
Is ‘Powered By Humans’ becoming a thing?
Rohit Bhargava has been publishing his annual Non-Obvious Trend Report since 2011. Rather than trying to compete with the normal avalanche of predictions that emerge at the end of every year, Rohit has developed a method where he and his team uncover ...
