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.
Glassbox’s instant replay technology helps customer service agents relive customer problems
I’m sure many of you have had the experience of trying to help a friend or family member solve a technology problem over the phone.…
Understanding friction and reward in customer experience – Interview with Richard Hammond and Rocky Howard of Uncrowd
https://blogpodcasts.s3-eu-west-1.amazonaws.com/RichardHammondRockyHowardFrictionRewardUncrowd230919.mp3 Today’s interview is with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus re...
How many exposure hours have you had recently with your customers?
[unable to retrieve full-text content]Back in April, I talked to Andy Macmillan, CEO of UserTesting, about a new industry report that they had released –…
CEOs have to come to accept that CX is their responsibility – Interview with Jeanne Bliss
Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Jeanne…
The internal perception gap that is holding back your employee experience
Recently, I wrote about the perception gap that exists between how businesses think they are doing, regarding the delivery of great customer experience, and how…
Agatha, NLU and turning customer support agents into geniuses – Interview with Deon Nicholas of Forethought.ai
Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Deon…
How objectivity about new technology is key to delivering a leading customer experience
At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers…
You can’t transform something you don’t understand – Interview with Annette Franz
Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Annette…
Audio is an overlooked dimension of the customer experience – Interview with Jeff Yasuda of Feed.fm
Podcast: Play in new window | Download | EmbedSubscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with Jeff…
Taziki’s is closing the disability employment gap and enriching their customer and employee experience at the same time –...
Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with…
If you want to improve your B2B customer experience, manage customer distress – Interview with Robert C. Johnson of...
Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with…
The Commonwealth of Self Interest and customer engagement – Interview with Paul Greenberg
Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with…
Given the choice 75 percent of customers would prefer to use messaging channels for service – Interview with Joshua...
Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with…
How objectivity about new technology is key to delivering a leading customer experience
At the beginning of May NICE inContact released its second annual, global research study that investigated the changing attitudes of contact center leaders and customers…
Real competitive advantage in customer experience comes from understanding customers and what drives them away – Interview with David...
Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with…
Gender and diversity imbalances will impact your ability to connect with and serve your customers – Interview with Adriana...
Podcast: Play in new window | Download | Embed Subscribe: Apple Podcasts | Android | Google Podcasts | Spotify | RSS Today’s interview is with…
Most companies don’t get what it means to deliver a great customer experience
If you stop and think about your own behavior for a minute. I’m betting that when faced with a question that you don’t know the…
A lack of executive desire and recognition is holding back customer service – Interview with Michael Redbord of Hubspot
Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Michael Redbord, General Manager of the Service…
Is social media the next frontier for improving customer experience?
In early May, Sprout Social released their 2019 Index which looks at the state of, use, challenges and relevance of social media. The main findings…
How using a network of experts can dramatically improve customer service automation – Interview with Antony Brydon of Directly
Podcast: Play in new window | Download Subscribe: Apple Podcasts | Android | RSS Today’s interview is with Antony Brydon who is the CEO and…