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.
Predictive analytics and solving the problem of silent customer churn – Interview with Anil Kaul of Absolutdata
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/AnilKaulAbsolutdata190216.mp3 Podcast: Play in new window | Download Today’s interview is with Anil Kaul who is the CEO and co-founder of Absolutdata, a big data…
How to use data and analytics to improve the 3R’s with your customers – Interview with Evan Carroll
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/EvanCarrollBlueGoldfish080216.mp3 Podcast: Play in new window | Download Today’s interview is with Evan Carroll who is a marketing technologist, author and speaker. Evan joins me…
How organizations and leaders could be undermining their own employee engagement efforts
According to Deloitte’s 2015 research into Global Human Capital Trends, the top priority for business leaders around the world right now is culture and...
Transforming agent attrition in the contact centre through social physics – Interview with Ron Davis of Tenacity
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/RonDavisTenacity010216.mp3 Podcast: Play in new window | Download Today’s interview is with Ron Davis, who is co-founder and CEO of Tenacity, a new technology/software company…
How customer experience is helping two businesses stand out in competitive markets
In hyper competitive markets, it can be hard to justify new customer experience initiatives that engage and develop relationships with customers. However, here’s a...
Customer data mapping, engagement and developing trust – Interview with Rachel Lane of Verint
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/RachelLaneVerint150116.mp3 Podcast: Play in new window | Download Today’s interview is with Rachel Lane, Director Customer Analytics EMEA at Verint, a US-headquartered analytics company which…
Did the hardest part of customer service just get easier? – Interview with Michael Schneider of Service
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/MichaelSchneiderGetService140116.mp300:0000:0000:00Podcast: Play in new window | Download Today’s interview is with Michael Schneider who is the founder & CEO of Los Angeles-based Service (getservice.com), which...
How leading brands are earning customer trust in the midst of data and privacy concerns
The trust that customers have for brands and business, in general, is at a low ebb. Whilst many businesses are cognisant of this and are...
The only person that everyone has in common is the customer – Interview with Ben Reason of Livework
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/BenReasonLivework130116.mp3 Podcast: Play in new window | Download Today’s interview is with Ben Reason, founding partner of Livework, a leading service design firm. They help…
How framing and removing anti-nudges can improve customer experience
Recently, I had a chance to chat with Rory Sutherland, who is Vice-Chairman of Ogilvy & Mather UK and a cofounder of #ogilvychange, their...
Why Should Anyone Work Here? – Interview with Gareth Jones
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/GarethJonesWhyShouldAnyoneWorkHere151215.mp3 Podcast: Play in new window | Download Today’s interview is with Gareth Jones, Visiting Professor at the IE Business School, Madrid, and a Fellow…
Can we stop talking about customer experience and digital transformation?
I was talking to a senior executive from a global financial services organisation the other day and we got onto the subject of organisational...
Customer experience begins with the empowering of people to affect outcomes – Interview with Ian Fitzpatrick of Almighty
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/IanFitzpatrickAlmighty141215.mp3 Podcast: Play in new window | Download Today’s interview is with Ian Fitzpatrick, Chief Strategy Officer and founding partner at Almighty, a Boston-based digital…
Let’s stop talking about data and start talking about outcomes – Interview with Geraldine McBride of MyWave
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/GeraldineMcBrideMyWave091215.mp300:0000:0000:00Podcast: Play in new window | Download Today’s interview is with Geraldine McBride, CEO of MyWave, a next generation CRM solution that puts the…
What it takes to build an award winning and customer centric culture – Interview with Fiona McSwein of Simply...
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/FionaMcSweinSimplyBusiness131115.mp3 Podcast: Play in new window | Download Today’s interview is with Fiona McSwein, Chief Customer Officer at Simply Business, the UK’s favourite business insurance…
Swisscom bolsters its in-field customer service through crowd sourcing
Imagine a situation where you, or someone you know, has bought a new piece of electronic equipment and after you get it home and...
Behavioural science, customer experience and why we should test more things – Interview with Rory Sutherland of #ogilvychange
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/RorySutherlandOgilvyMather111115.mp3 Podcast: Play in new window | Download Today’s interview is with Rory Sutherland who is Vice-Chairman, Ogilvy & Mather UK and co-founder of #ogilvychange.…
Persistent gaps in perceptions threaten to get in the way of future customer experience improvements
Back in 2005, Bob Thompson of CustomerThink, conducted a study for RightNow Technologies (now part of Oracle) called The Loyalty Connection: Secrets To Customer...
How to enhance, extend and crowd source your in-field customer service – Interview with Manuel Grenacher of Mila
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/ManuelGrenacherMila061115.mp3 Podcast: Play in new window | Download Today’s interview is with Manuel Grenacher, who is the founder & CEO of Mila, a technology company…
Are organizations offering their customers too many customer service channel choices?
Over the last 20Â years the number of customer service channels has grown around four fold: Prior to 1995 service was largely provided either face to...