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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.

Three Things That Would Have Improved Our House Moving Experience

I’ve not published an article on Forbes for a little while. The primary reason for that is that my wife and I have been consumed…

42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman...

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new…

Unlocking the hidden value of language to drive personalisation – Interview with Assaf Baciu of Persado

Today’s interview is with Assaf Baciu, the Chief Operating Officer and co-founder of Persado. Assaf joins me today to talk about Motivation AI, language, personalisation…

Design is not design without research – Interview with Alfonso de la Nuez of UserZoom

Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk…

Building a robust digital customer experience strategy in 3 steps

As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly…

The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC

Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning…

Leveraging branded virtual assistants to drive personalisation and innovation – Interview with Eric Turkington of RAIN

Today’s interview is with Eric Turkington, Vice President of Growth at RAIN, a pioneer in voice & conversational AI, that is helping people, brands and…

New research finds that customer service agents are abusing customers

At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes…

Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET

Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili…

Why CMOs should invest in their customer service teams

At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service.The research surveyed 2,030 service leaders, 13,327 B2C customers and…

Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo

Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a…

The impact hateful and toxic social media content has on your customers and people and what to do about...

Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social…

The 3 pillars of agent happiness – Interview with Tue Søttrup of Dixa

Today’s interview is with Tue Søttrup, Chief CX Evangelist & VP CX Excellence at Dixa, a customer service platform that generates value for brands and…

In three years gig experts will be able to do everything agents can do in the contact centre –...

Today’s interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre…

Brand trust emerges as the single biggest contributor to customer experience

In March last year, I wrote about Havas CX’s X Index and how it offered a new and holistic view of a brand’s customer experience…

We should talk about moments that shatter rather than the moments that matter – Interview with Michael G. Bartlett

Today’s interview is with Michael G. Bartlett who is the Director of Experience Innovation at JMARK, an I.T. support and I.T. services company, Founder of…

Customers know how to solve data, privacy and AI trust issues. Brands should listen to them

In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and…

The future of personalization and loyalty is dynamic – Interview with Christian Selchau-Hansen of Formation.ai

Today’s interview is with Christian Selchau-Hansen, the CEO and co-founder of Formation.ai, a machine learning-powered offer optimization pioneer. Christian joins me to talk about...

Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri...

Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and…

Leadership, employee experience and the Zoom ceiling – Interview with Dr Elora Voyles of TINYpulse

Today’s interview is with Dr. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse, a provider of employee engagement and feedback software. Dr Elora…

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