Adrian Swinscoe
Adrian Swinscoe
Adrian Swinscoe brings over 25 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.
Customer experience, personalisation and how not to be creepy – Interview with Tara Kelly
Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Tara Kelly, President & CEO of SPLICE…
Customer engagement transformation
This post was originally published on the Engage Customer website here. On Thursday 6th July I had the pleasure of chairing proceedings in Hall 2...
Opaque and transparent AI and the ethical implications for customer experience – Interview with Rob Walker
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and…
Towards zero percent agent turnover in the contact centre – Interview with Tom Goodmanson
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Tom Goodmanson, President and CEO of Calabrio, a…
Are behavioral science, customer centricity and customer experience compatible?
When companies talk about being customer centric, they often talk about putting their customers at the centre of their decision making and only doing...
Aligning the organisation around three key journeys and why passenger experience equals employee experience – Interview with Mattijs ten...
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Mattijs ten Brink, Chairman & CEO of Transavia,…
Great service and why Basecamp only focuses on a couple of channels – Interview with Chase Clemons
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Chase Clemons, a customer support team lead at…
The most successful companies start by improving one customer journey at a time – Interview with Don Schuerman
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Don Schuerman, CTO and Vice President of Product…
Purpose and why it is important to employees and customers – Interview with Stan Phelps
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Stan Phelps, Founder of Purple Goldfish, a think…
Harnessing Your Data to Improve Customer Experience
Here’s a recent talk that I recently gave at Whitehall Media’s Big Data Analytics conference in Amsterdam called ‘Harnessing Your Data to Improve Customer...
Trust, lean data and the rising importance of purpose as a customer preference – Interview with Jascha Kaykas-Wolff
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Jascha Kaykas-Wolff, who is the Chief Marketing Officer…
Five customer experience insights from T-Mobile, Patagonia, Mozilla, WeTransfer and Work & Co
I was lucky enough to attend Collision, a tech and start up conference in New Orleans just over a week ago. Now, a pure tech...
The ROI of investing in employee experience – Interview with Jacob Morgan
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Jacob Morgan, a speaker, advisor, futurist and best-selling…
Focus on the right things to drive your own customer experience revolution – Interview with Susan Ganeshan
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Susan Ganeshan, Chief Marketing Officer of Clarabridge, a…
Some customer experience lessons from United’s and my own experience of denied boarding
In recent weeks, we have seen a enormous amount of coverage of the incident involving Dr David Dao when he was violently dragged off...
How D.O.M.O.R.E. will help you deliver an outstanding customer experience – Interview with Blake Morgan
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Blake Morgan, a customer experience futurist, fellow Forbes…
Can you handle Dimension Data’s uncomfortable truth about customer experience?
Jack Nicholson, playing Colonel Jessup, in the 1992 film ‘A Few Good Men’, famously said, when cross-examined by Tom Cruise, playing Lieutenant (junior grade)...
Understanding consumer behaviour by going to the gemba – Interview with Michael Solomon
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Michael Solomon, PhD who is Professor of Marketing…
An agile manifesto for customer success – Interview with Todd Eby of Success Hacker
Podcast: Play in new window | Download Subscribe: iTunes | Android | RSS Today’s interview is with Todd Eby, the Founder & CEO of Success…
Your frontline employees hold the keys to improving your customer experience
The business world is abuzz at the moment with lots of talk of artificial intelligence and it’s potential applications, particularly when it comes to...