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.
A quest to make technology emotionally intelligent – Interview with Rana el Kaliouby of Affectiva
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…
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…
Purpose is not a luxury and matters more than ever in a crisis – Interview with Professor Alex Edmans...
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…
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…
Innovative brands are using direct mail to improve customer engagement – Interview with Dan Frohnen of Sendoso
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…
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…
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…
A lot of enterprise software is still eye-wateringly terrible and it’s acting like a handbrake on experience improvement efforts...
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…
How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience
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…
Attention Marketers And Customer Experience Leaders: Here is how the coronavirus pandemic is changing customer behaviour
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…
Leading a digital transformation that will never end – Interview with Duncan Macdonald of UPC Switzerland
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…
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…
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…
The nature of service and how we’ve grown up with a service economy which is now finding it very...
Today’s interview is with Joel Bailey, who is a Director at EY Seren, the global design consultancy within EY. Joel is a friend of mine,…
Brands and customers need to step up and work together in this time of crisis
We are living in both challenging and unusual times.Many firms are struggling to stay afloat. Some are having to close their doors (hopefully only) temporarily.…
Authentic leadership is just the rebranding of transformational leadership with some of the caffeine taken out – Interview with...
Today’s interview is with Dennis Tourish who is Professor of Leadership and Organisation Studies at Sussex Business School, University of Sussex. Dennis joins me today…
How anarchy and Emma Goldman inspires one of the coolest companies in America – Interview with Ari Weinzweig of...
Today’s interview is with Ari Weinzweig is CEO and co-founding partner of Zingerman’s Community of Businesses, a gourmet food business group headquartered in Ann Arbor,…
We need to start thinking more holistically about customer experience
Within the business community, when it comes to customer experience, much of the talk and focus is dominated by touch-points and journeys and channels.But, for…
We are moving from a ticketing age to a conversational age – Interview with Mads Fosselius of Dixa
Today’s interview is with Mads Fosselius, CEO of Dixa, a global customer service tech company that is on a mission to help brands build friendships…
Stay focused on what your customers really need. Not what you think they need
In December of last year I was contacted by the folks at PARTTEAM & OEMKIOSKS, a Portuguese technology company who manufacture multimedia kiosks, self-service equipment,…