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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.

The science behind repairing trust – Interview with Professor Peter Kim

Podcast Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a...

The stakes are set to get higher in onsite search experience

Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help.…

The delusion amongst customer service and experience VPs – Interview with Micah Peterson of ProcedureFlow

https://pod.co/punk-cx/interview-with-micah-peterson-of-procedureflow Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software...

Recent research suggests that something has to change in the contact center space

It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed...

The autonomous enterprise is like a North Star vision of where business is going – Interview with Kerim Akgonul...

Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip…

Revisiting the Big Ass Fans story and what happened next – Interview with Carey Smith of Unorthodox Ventures

Today’s interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast back in October...

Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% – Interview with Jose Herrara...

Today’s interview is with Jose Herrera, CEO and Co-Founder of Horatio CX, a next generation CX outsourcing firm and the trusted partner of some of…

Our transformation journey and unleashing the power of AI and automation – Interview with Sheila Anderson of Aflac

Today’s interview is with Sheila Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial protection to millions…

New Adobe research: Consumers expect even better experiences when economic conditions worsen

Readers of my articles will know by now that I love a good bit of research.This is for two reasons: One, I love discovering new…

The pragmatic approach to transforming customer service – Interview with Mike Upton of First Tech Credit Union

Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit…

Is adhering to the FCAs new consumer duty impossible without the help of technology?

Many customers are suffering right now with high inflation and interest rates.Now, while that is easy to say and observe, it’s often hard to quantify…

Purposefully designed experiences don’t happen by accident – Interview with Deborah Battaglia of Assurant

Today’s interview is with Deborah (Deb) Battaglia, Senior Vice President, Customer Experience at Assurant, Inc, a global B2B2C Fortune 300 company that provides risk management…

The state of customer engagement: Progress, work to be done and a delicate balance

Any regular readers of my posts here on Forbes will probably have realised by now that I am partial to a bit of research...

The promise of generative AI in customer care and the challenges ahead – Interview with Ryan McDonald, Chief Scientist...

Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP. Ryan joins me today to talk about his experience over the last 20 years in…

The connection between flight simulators, agent attrition and better outcomes – Interview with Brian Tuite of Zenerate

Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins…

Too much data, too few skills. To achieve personalization, there is another way

Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The research, by surveying 1,500 marketing executives across 14…

The crucial role of constant storytelling and change management in our transformation – Interview with Nadia Ness of Ikea

Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea. Nadia joins me today to talk about transforming IKEA’s…

Tool time, task time and how ChatGPT will change everything in customer support – Interview with Des Traynor of...

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…

Let your people be the humans they’ve spent all their life training to be – Interview with John Sills...

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…

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…

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