Adrian Swinscoe

Proactive support is the holy grail of customer support – Interview with Paul Adams...

Today’s interview is with Paul Adams who is the SVP of Product at Intercom, which helps brands build their customer relationships through conversational, messenger-based experiences across the customer journey. Paul joins me today to talk about putting...

About time – Intercom puts proactive customer service back on the agenda

I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the benefits were clear: delivered well a more proactive approach to customer service would both reduce operat...

Customer success (CS) = Customer experience (CX) + Customer outcomes (CO) – Interview with...

Today’s interview is with Nick Mehta CEO of Gainsight, a customer success technology provider that helps businesses retain customers and drive company growth. Nick joins me today to talk about his new book, The Customer Success Economy: Why Every Aspec...

Customer Experience And Politics: Do They Mix?

While becoming a more political brand could have a negative impact on both the brand’s social media following and overall reputation, it could also drive new customers and more sales. What should brand and experience leaders do?

Experimentation is what makes Microsoft, Google, Netflix and Booking.com so successful – Interview with...

Today’s interview is with Stefan Thomke, who is the William Barclay Harding Professor of Business Administration at Harvard Business School. Stefan joins me today to talk about his new book, Experimentation Works: The Surprising Power of Business Exper...

The value of putting heart into your customer and employee listening

Recently I came across a quote from Donella “Dana” Meadows, an American environmental scientist, educator, and writer and author of the books The Limits to Growth and Thinking in Systems: a Primer. The quote read:“The scarcest resource is not oil, meta...

The four imperatives emerging from the pandemic and what to do about them

Over the last few months, we have faced some extraordinary challenges, and I’ve watched with fascination how the pandemic has forced the tectonic plates of consumer and organizational behavior to shift and change.Reflecting on the shifts that are unfol...

A quest to make technology emotionally intelligent – Interview with Rana el Kaliouby of...

Today’s interview is with Rana el Kaliouby, CEO of Affectiva, an emotion measurement technology company that grew out of MIT’s Media Lab. Affectiva has developed software to recognize human emotions based on facial cues or physiological responses. She ...

Do you know the way to customer centricity? Pega believes it does

For years now, organizations have talked about customer-centricity and putting their customers at the heart of what they do. Yet, many, if not most, organizations still struggle to get this right across the board.This is backed up by research from NTT ...

Purpose is not a luxury and matters more than ever in a crisis –...

Today’s interview is with Alex Edmans, a Professor of Finance at London Business School who focuses on responsible business. He has just published a new book called: Grow the Pie: How Great Companies Deliver Both Purpose and Profit and joins me today t...

Now is the time for a conversational approach to customer experience

In a recent session at Pegaworld iNspire, Paul Greenberg, best-selling author of CRM at the Speed of Light and The Commonwealth of Self Interest was talking with Pega’s Vice President, CRM Product Marketing, Jeff Nicholson about the future of customer ...

Innovative brands are using direct mail to improve customer engagement – Interview with Dan...

Today’s interview is with Dan Frohnen, CMO at Sendoso , a cloud-based direct mail and engagement platform that gives companies the ability to send direct mail, eGifts, wine, company swag, handwritten notes, welcome kits, and custom gifts. Dan joins me ...

Excellence and extreme humanization are needed more than ever – Interview with Tom Peters

Today’s interview is with Tom Peters, author of numerous business books (17 in total) and speaker. He is, perhaps, best known for his 1982 seminal book: In Search of Excellence (co-authored with Robert H. Waterman Jr). This is the second time that Tom ...

Maintaining a consistent customer experience in a transition to a new normal

While many countries are still grappling with the first wave of infections from the coronavirus pandemic, lockdown conditions in many other countries are easing.That is causing many organizations to think through what a transition to a new normal will ...

A lot of enterprise software is still eye-wateringly terrible and it’s acting like a...

Today’s interview is with Leon Gauhman, Elsewhen’s Director of Product and Strategy. Leon joins me today to talk about why enterprise software and particularly enterprise CX software is still so terrible, the power of the umbrella in the age of Unix ph...

How to make sure that employee analytics and monitoring doesn’t destroy your employee and...

I’ve been hearing a lot about employee performance monitoring and analytics software in recent months.This is not a surprise as research from HR Acuity shows that 61% of organizations are leveraging metrics to analyze employee behavior, engagement and ...

Attention Marketers And Customer Experience Leaders: Here is how the coronavirus pandemic is changing...

We are reaching a point where stay at home or shelter in place is becoming more and more normalized with many restrictions set to remain in place for some time.Given that, new research about how customer behavior is changing is starting to emerge and i...

Leading a digital transformation that will never end – Interview with Duncan Macdonald of...

Today’s interview is with Duncan Macdonald, Chief Information Officer (CIO) at UPC Switzerland, which is part of the Liberty Global group. Duncan joins me today to talk about leadership, what it takes to really empower people, his journey to where he i...

Customer experience, innovation, artificial intelligence, culture….a look inside Amazon – Interview with Claire Whitaker

Today’s interview is with Claire Whitaker, a product and artificial intelligence (AI) consultant, who over the last nine years has worked in lean innovation, customer experience (CX), product management and technology including AI teams at top companie...

5 organizations that are responding in inspiring and holistic ways to the coronavirus crisis

In recent weeks we have seen different organizations respond in different ways to the coronavirus pandemic.Many companies, mainly digital technology companies, have done a lot to ease access to their products and services. In doing so, they have helped...

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