Adrian Swinscoe

MARCH 18, 2024

Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity around disruptive […] The post What happens when you give data back to people? – Interview with Jamie Smith of Customer Futures first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence Innovation AI Technology 147

Adrian Swinscoe

MARCH 13, 2024

Every now and again, I come across a piece of research that makes me want to pull my hair out. One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe.

Contact Center 147

Contact Center Artificial Intelligence Business Growth AI 147

Adrian Swinscoe

MARCH 11, 2024

Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe.

Contact Center 147

Contact Center Innovation CX Technology 147

Adrian Swinscoe

MARCH 4, 2024

This is a guest post by Caroline Gleeson, CEO at Occupop. During the Great Resignation, which saw employees voluntarily leaving their jobs en masse, recent statistics […] The post IWD 2024: How Can Businesses Help Women Feel More Supported and Engaged at Work? first appeared on Adrian Swinscoe.

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Adrian Swinscoe

FEBRUARY 28, 2024

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX first appeared on Adrian Swinscoe.

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CX Customer Experience Artificial Intelligence Business Growth 130

Adrian Swinscoe

FEBRUARY 23, 2024

In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience. […] The post The dark corners waiting to undermine your customer experience first appeared on Adrian Swinscoe.

Customer Experience 147

Customer Experience CX Customer Service 147

Adrian Swinscoe

FEBRUARY 20, 2024

Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate […] The post Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG first appeared on Adrian Swinscoe.

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CX Business Growth Customer Experience 162

Adrian Swinscoe

FEBRUARY 14, 2024

How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security […] The post The imperative of customer trust in 2024 first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence Customer Retention Customer Experience Management Customer Service 147

Adrian Swinscoe

FEBRUARY 12, 2024

Today’s interview is with Joe Tyrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX […] The post The frontline is where you connect EX and CX together in a very natural way – Interview with Joe Tyrell of Medallia first appeared on Adrian Swinscoe.

CX 130

CX Artificial Intelligence Business Growth Customer Survey 130

Adrian Swinscoe

FEBRUARY 5, 2024

For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together […] The post 15 Customer experience predictions for 2024 first appeared on Adrian Swinscoe.

Customer Experience 162

Customer Experience Artificial Intelligence Business Growth Customer Retention 162

Adrian Swinscoe

FEBRUARY 1, 2024

Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President at GBK Collective. […] The post Forget the hype. Here’s what enterprises are actually doing with generative AI – Interview with Stefano Puntoni and Jeremy Korst first appeared on Adrian Swinscoe.

AI 133

AI Artificial Intelligence Innovation Technology 133

Adrian Swinscoe

JANUARY 29, 2024

This is a guest post by David Beasley, director at Washington Direct Mail. According to a recent research by Equinix, 72% of global businesses are looking to […] The post Navigating cultural variances in global marketing: Insights from around the world first appeared on Adrian Swinscoe.

Customer Experience 147

Customer Experience 147

Adrian Swinscoe

JANUARY 26, 2024

Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, […] The post The raw and honest truth about what agents think about their jobs – Interview with Juanita Coley first appeared on Adrian Swinscoe.

Contact Center 113

Contact Center Artificial Intelligence AI Customer Service 113

Adrian Swinscoe

JANUARY 18, 2024

Have you ever found yourself going to a Lego store intent on buying an assortment of Lego pieces as a gift for someone, but when faced […] The post Technology choice, adoption and the paradox of choice first appeared on Adrian Swinscoe.

Technology 162

Technology Technology Business Growth Innovation 162

Adrian Swinscoe

JANUARY 15, 2024

Today’s interview is with Tue Martin Berg, the CEO and part of the founding team at Capturi, Scandinavia’s leading software provider for conversation analysis. Tue joins […] The post The challenge with conversational analysis in the Nordics – Interview with Tue Martin Berg of Capturi first appeared on Adrian Swinscoe.

Artificial Intelligence 113

Artificial Intelligence Customer Retention Customer Experience Management AI 113

Adrian Swinscoe

JANUARY 10, 2024

This is a guest post by Jay Wolcott, CEO and co-founder of Knowbl. Statistics show that 81 percent of US consumers shopped online in 2022, but […] The post BrandGPT and the future of CX first appeared on Adrian Swinscoe.

CX 147

CX Artificial Intelligence AI Customer Service 147

Adrian Swinscoe

JANUARY 5, 2024

Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture. Phil […] The post Are you doing change to people or with people? – Interview with Phil Lewis and Claire Croft of Corporate Punk first appeared on Adrian Swinscoe.

Management Consulting 113

Management Consulting Innovation Business Growth Customer Experience 113

Adrian Swinscoe

DECEMBER 18, 2023

This is a guest post by Jeanicka Rhey, a content writer. Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post The AI agent revolution: Changing the dynamics of customer service first appeared on Adrian Swinscoe.

AI 147

AI Customer Service Customer Satisfaction Artificial Intelligence 147

Adrian Swinscoe

DECEMBER 17, 2023

Today’s interview is with Debbie Levitt, who is the CXO of Delta CX and the author of Customers Know You Suck. Debbie joins me today to […] The post Customers don’t want minimally viable anything. They just want quality – Interview with Debbie Levitt first appeared on Adrian Swinscoe.

CX 113

CX Innovation Customer Experience 113

Adrian Swinscoe

DECEMBER 11, 2023

The contact center space is under a lot of pressure right now. As things stand, the status quo doesn’t look sustainable. Business Process Outsourcers (BPOs) play […] The post Three trends reshaping the customer experience outsourcing market first appeared on Adrian Swinscoe.

Customer Experience 147

Customer Experience Contact Center Artificial Intelligence Innovation 147

Adrian Swinscoe

DECEMBER 6, 2023

Today’s interview is with Shafqat Islam, Chief Marketing Officer at Optimizely, a digital experience platform software as a service provider. Shafqat joins me today to talk […] The post Personalization is pervasive but it’s not personal – Interview with Shafqat Islam first appeared on Adrian Swinscoe.

Artificial Intelligence 124

Artificial Intelligence Customer Retention Customer Experience Management Customer Service 124

Adrian Swinscoe

DECEMBER 2, 2023

This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. According to new data, half of adults who have used […] The post Customer service: How to get the right balance between digitalisation and the human touch first appeared on Adrian Swinscoe.

Customer Service 147

Customer Service Artificial Intelligence Technology Technology 147

Adrian Swinscoe

NOVEMBER 28, 2023

Today’s interview is with John Devlin, CEO and co-founder of Ascensos, a leading customer management and contact centre solution provider that offers bespoke and innovative solutions […] The post Paul Weller, the Scots word ‘gallus’ and their relation to delivering an award-winning customer experience – Interview with John Devlin of Ascensos first appeared on Adrian Swinscoe.

Customer Experience 113

Customer Experience Innovation Artificial Intelligence Business Growth 113

Adrian Swinscoe

OCTOBER 12, 2023

Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent […] The post Brands don’t need more feedback or survey data to better understand their customers – Interview with Nate Sanders of Artifact first appeared on Adrian Swinscoe.

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Unstructured Data Customer Experience Artificial Intelligence Business Growth 100

Adrian Swinscoe

OCTOBER 16, 2023

Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite search experience first appeared on Adrian Swinscoe.

Artificial Intelligence 130

Artificial Intelligence Customer Service Customer Experience 130

Adrian Swinscoe

OCTOBER 20, 2023

Today’s interview is with David Rogers, who is the world’s leading expert on digital transformation, a member of the faculty at Columbia Business School, and the […] The post The five barriers to digital transformation and a roadmap to overcome them – Interview with David Rogers first appeared on Adrian Swinscoe.

Business Growth 100

Business Growth Innovation Customer Experience 100

Adrian Swinscoe

OCTOBER 25, 2023

This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Maintaining a sense of unity and company culture in remote and hybrid […] The post How to bring employees together for the holidays – Even if they’re far apart first appeared on Adrian Swinscoe.

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Adrian Swinscoe

OCTOBER 31, 2023

Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a […] The post The science behind repairing trust – Interview with Professor Peter Kim first appeared on Adrian Swinscoe.

Customer Relationship 100

Customer Relationship Customer Experience Management Customer Service Customer Experience 100

Adrian Swinscoe

NOVEMBER 3, 2023

This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. Data shows that 35% of businesses have adopted using AI […] The post How the world is reacting to AI use in customer service first appeared on Adrian Swinscoe.

AI 130

AI Customer Service Artificial Intelligence Innovation 130

Adrian Swinscoe

NOVEMBER 9, 2023

Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe.

Artificial Intelligence 100

Artificial Intelligence Government AI Innovation 100

Adrian Swinscoe

NOVEMBER 13, 2023

I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently […] The post Consistency is often overlooked but is the secret ingredient to making customers happy first appeared on Adrian Swinscoe.

Customer Retention 130

Customer Retention Customer Experience Management Customer Satisfaction Customer Service 130

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 113

Technology Technology Hospitality Hospitality 113

Adrian Swinscoe

NOVEMBER 22, 2023

This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.

Contact Center 147

Contact Center CX Customer Experience Management Technology 147

Adrian Swinscoe

NOVEMBER 22, 2023

This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.

Contact Center 246

Contact Center CX 246

Adrian Swinscoe

NOVEMBER 20, 2023

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

Technology 190

Technology Technology Hospitality Hospitality 190

Adrian Swinscoe

NOVEMBER 13, 2023

I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently […] The post Consistency is often overlooked but is the secret ingredient to making customers happy first appeared on Adrian Swinscoe.

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Adrian Swinscoe

NOVEMBER 9, 2023

Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe.

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