Adrian Swinscoe

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...

The relationship between trust, honesty and simplicity when it comes to customer and employee...

Today’s interview is with Brian Rafferty, the Global Director of Business Analytics and Insights at Siegel+Gale, a brand strategy, design and experience firm. They also define themselves as a simplicity company and help brands deliver simpler experienc...

140 leaders share the lessons they learned during the pandemic – Interview with Joseph...

Today’s interview is with Joseph A. Michelli, Ph.D., C.S.P., an internationally sought-after speaker, author, and organizational consultant. Joseph joins me today to talk about his new book: Stronger Through Adversity: World-Class Leaders Share Pandemi...

Changes to customer behaviour that brands need to pay attention to as we approach...

Back in April, I wrote an article that gathered results from several research sources and attempted to describe how the coronavirus pandemic was changing customer behavior.That article suggested that: Customers are watching brands. More customers are ...

How can you relate to B2B customers when they more ‘hidden’ from you than...

Today’s interview is with Jeroen Corthout who is the co-founder and CEO of Salesflare, an intelligent CRM that has been built specifically for smaller businesses selling B2B. It is most popular with agencies and fast growing startup companies. Jeroen j...

To deliver better customer experience brands need to develop an empathetic musculature

Over the last few months, there has been much talk about how an organization’s ability to deliver great service and experience to their customers is dependent on their ability to be empathetic towards their customers.The pandemic has caused increased l...

What if customers want more than excellent service? – Interview with Steven Van Belleghem

Today’s interview is with Steven Van Belleghem who is an international keynote speaker, entrepreneur and best-selling author. Steven joins me today to talk about his new book: The Offer You Can’t Refuse: What If Customers Want More Than Excellent Servi...

Customer experience doesn’t stop – Interview with Richie Manu

Today’s interview is with Richie Manu, who is Programme Director (Culture & Enterprise) at University of the Arts London, a multi-award-winning lecturer, a designer, creative consultant and author. Richie joins me today to talk about how the studen...

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