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.
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...
Next generation marketing automation that drives real customer engagement- Interview with Michael Sharkey and Guy Marion of Autopilot
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/MikeSharkeyGuyMarionAutopilot161015.mp3 Podcast: Play in new window | Download Today’s interview is with Michael Sharkey, Co-founder & CEO, and Guy Marion, CMO, of Autopilot, a Saas…
Why encouraging your customers to complain will improve your customer experience
Customer experience is all about perception. The perception of the experience that a customer has when it comes into contact with a firm or...
What you do when proactive customer service is in your DNA – Interview with David Politis of BetterCloud
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/DavidPolitisCEOBetterCloud121015.mp3 Podcast: Play in new window | Download Today’s interview is with David Politis, who is founder and CEO of BetterCloud, which provides critical insights,…
A different way to achieve a single view of the customer
There was an article in May of this year on MyCustomer.com that talked about the single view of the customer and how it is...
Innovation, customer experience and co-design partnerships with your customers – Interview with Gary Miles of Amdocs
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/GaryMilesAmdocs210815.mp3 Podcast: Play in new window | Download Today’s interview is with Gary Miles, who is the is the General Manager for Amdocs’ Big Data…
Having a goal of reducing customer service calls to zero – Interview with Ian Siegel of ZipRecruiter
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/IanSiegelCEOZipRecruiter140815.mp3 Podcast: Play in new window | Download Today’s interview is with Ian Siegel who is co-founder and CEO at ZipRecruiter.com, a job platform for…
The warmth of analogue
In recent years, listening to music has come to be dominated by digital downloads and streaming music services. However, despite the rise in popularity...
Customer experience failures are more likely to be remembered than successes – Interview with Paige O’Neill of SDL
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/PaigeONeillSDL140815.mp3 Podcast: Play in new window | Download Today’s interview is with Paige O’Neill who is Chief Marketing Officer of SDL, a global Customer Experience…
How we transformed our organisation and our customer experience – Interview with Damian Thompson of Principality Building Society
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/DamianThompsonPrincipalityBuildingSociety070815.mp3 Podcast: Play in new window | Download Today’s interview is with Damian Thompson, Director of Distribution at Principality Building Society, a Welsh building society…
Customer experience: Who’s in charge here?
Imagine a scenario where you walk into a room, an office or a business and see a hive of activity. You are keen to...
Towards a unified view of the customer – Interview with James McGourlay of OpenText
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/JamesMcGourlayOpenText240715.mp3 Podcast: Play in new window | Download Today’s interview is with James McGourlay, who is the Senior Vice President of Global Technical Services at…
Should you fire, rate or educate your customers?
At the end of 2014, Fred Reichheld, Bain Fellow, Author and Creator of the Net Promoter System, suggested that one of the big ideas...
How Chief Customer Officers build their organisations customer growth engine – Interview with Jeanne Bliss of CustomerBliss
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/JeanneBlissChiefCustomerOfficer2-0_150615.mp3 Podcast: Play in new window | Download Today’s interview is with Jeanne Bliss, who is the Founder and President of CustomerBliss, and the Co-Founder…
The pre-life, early life and in-life stages of the employee experience – Interview with Jo Taylor
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/JoTaylorHighPerformanceCulture030615.mp3 Podcast: Play in new window | Download Today’s interview is with Jo Taylor, former Director of Talent Management at Talk Talk, a provider of…
Building a better place to work helps develop long term customer relationships – Interview with Sebastian Henkes and Claire...
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/SebastianHenkesClaireCliffordSabio010615.mp3 Podcast: Play in new window | Download Today’s interview is with Sebastian Henkes and Claire Clifford who are the Managing Director and Head of…
The humility of Ryanair’s CEO is driving the improvement of their customer experience
Nunwood, a customer experience research and consultancy firm, recently published their U.S. Customer Experience Excellence Report 2015 and I was lucky enough to get...
Millennials and how they engage with insurance companies – Interview with Dr Paul Redmond
http://media.blubrry.com/adrianswinscoe/p/blogpodcasts.s3.amazonaws.com/DrPaulRedmondonMillenialsandInsurance010615.mp3 Podcast: Play in new window | Download Today’s interview is with Dr. Paul Redmond who is a leading expert on generations and the graduate…
Are you married to your customer, or did you just have a one night stand?
Talking with a customer experience leader at a high-tech manufacturing firm the other day, we got to talking about how they often find it...