Adrian Swinscoe

How to put empathy into action in your customer experience

Adrian Swinscoe

I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]. The post How to put empathy into action in your customer experience first appeared on Adrian Swinscoe

8 customer-experience-related predictions for 2022

Adrian Swinscoe

Around this time of year, I usually receive a swathe of customer experience related predictions from different sources. A couple of years ago, I started compiling […]. The post 8 customer-experience-related predictions for 2022 first appeared on Adrian Swinscoe

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A glimpse into 2022: How can contact centres plan ahead?

Adrian Swinscoe

This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, […]. The post A glimpse into 2022: How can contact centres plan ahead? first appeared on Adrian Swinscoe

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Genesys is aiming to transform not only customer experience but employee experience too 

Adrian Swinscoe

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […].

How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.

Getting personalisation right will require marketers to do different things

Adrian Swinscoe

The lovely folk at Braze, a comprehensive customer engagement platform that powers relevant and memorable experiences between consumers and the brands they love., invited me along […].

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An #IA40 recognized app that is focusing on making agents experts on day one – Interview with Brittany Bell of Cresta

Adrian Swinscoe

Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call […]. The post An #IA40 recognized app that is focusing on making agents experts on day one – Interview with Brittany Bell of Cresta first appeared on Adrian Swinscoe

The great resignation and integrating wellness at work

Adrian Swinscoe

This is a guest post by Asha Tarry, a business consultant, psychotherapist, and life coach, who discusses the “Great Resignation” of 2021, especially among Black and […]. The post The great resignation and integrating wellness at work first appeared on Adrian Swinscoe

How can managers support and progress their hybrid workforces?

Adrian Swinscoe

This is a guest post from Natasha Bougourd, a copywriter for Impact International. COVID has revolutionised the way we work, and many businesses are now living […]. The post How can managers support and progress their hybrid workforces? first appeared on Adrian Swinscoe

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Acquisition vs. retention marketing: why ecommerce outfits should pivot their strategy

Adrian Swinscoe

This is a guest post by Monica Eaton-Cardone, the co-founder and COO of Chargebacks911. We’re gradually working our way to a post-Covid sense of normalcy. However, […]. The post Acquisition vs. retention marketing: why ecommerce outfits should pivot their strategy first appeared on Adrian Swinscoe

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The Importance of Having Strong Decision Agility in Your Product Development Process

Speaker: Emily Tate, Managing Director at Mind the Product

In this talk, Emily Tate, Managing Director at Mind the Product will unpack how we can quickly make deeply-researched decisions on multiple topics that will positively influence your product development process.

Customer service teams: the time for more service advocacy is now

Adrian Swinscoe

Customer service teams are often taken for granted. Some of you may think that that is a strong statement. But, if you look up the expression […]. The post Customer service teams: the time for more service advocacy is now first appeared on Adrian Swinscoe

A quick intro to people analytics and how it improves employee experience

Adrian Swinscoe

This is a guest post from Tim Ferguson, a writer and editor of Marketing Digest. Just as digital marketers use analytics to understand their customers better, […]. The post A quick intro to people analytics and how it improves employee experience first appeared on Adrian Swinscoe

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On-site search, customer experience and inexplicable inaction

Adrian Swinscoe

In 2015, I wrote an article called “Why Relying Only On Reactive Customer Service Is No Longer Good Enough.” ” In it, I quoted a couple of […]. The post On-site search, customer experience and inexplicable inaction first appeared on Adrian Swinscoe

Why digital bank statements must change with consumers habits

Adrian Swinscoe

This is a guest post from Jason Howard, Executive Vice President at Ethoca. Online shopping has changed dramatically in the last 12-18 months, with online spending […]. The post Why digital bank statements must change with consumers habits first appeared on Adrian Swinscoe

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How Customer-Centric Feedback Loops Can Evolve Your Product Process

Speaker: Nickey Skarstad, Director of Product at Duolingo

Join Nickey Skarstad, Director of Product at Duolingo, as she discusses why it’s important to actively gather customer feedback, how to build customer feedback loops into your product planning, the best ways to decipher different types of feedback, and different frameworks for how/when to apply feedback processes.

Contact centres simplified: 3 ways to turn theory into practice

Adrian Swinscoe

This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In our last two blogs, we introduced the concept of adding simplicity to […]. The post Contact centres simplified: 3 ways to turn theory into practice first appeared on Adrian Swinscoe

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CRM systems are not designed with users, and particularly sales users, in mind – Interview with Justin Vaillancourt of Dooly

Adrian Swinscoe

Today’s interview is with Justin Vaillancourt is the Chief Technology Officer and co-founder of Dooly, a CRM automation software provider that is making the use of […]. The post CRM systems are not designed with users, and particularly sales users, in mind – Interview with Justin Vaillancourt of Dooly first appeared on Adrian Swinscoe

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Digital teams suffer from a perception gap that hinders customer experience improvement efforts

Adrian Swinscoe

Organizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […].

Combating language discrimination in customer service

Adrian Swinscoe

Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with British Airways’ […]. The post Combating language discrimination in customer service first appeared on Adrian Swinscoe

Roadmaps Are Dead! Long Live Roadmaps!

Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture

Join Bruce McCarthy, co-author of Product Roadmaps Relaunched, as he discusses the best ways to innovate your product roadmap. So that it reflects your customers’ needs while simultaneously and accurately communicating your products strategy and vision.

What’s stopping you from achieving simplicity in your contact centre?

Adrian Swinscoe

The major barriers to simplification are closer to home than you may think. An effective strategy starts at the top. In this guest post, Ross Daniels, […]. The post What’s stopping you from achieving simplicity in your contact centre? first appeared on Adrian Swinscoe

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Over 100 million reasons why conversational customer service is the way forward

Adrian Swinscoe

When I spoke to Mads Fosselius, Founder and CEO of Dixa, in February of last year, we talked about the emergence of a conversational age of […]. The post Over 100 million reasons why conversational customer service is the way forward first appeared on Adrian Swinscoe

Introducing Punk XL – Interview with Serena, Lara, Amy, Joyce, Oisin and Tom

Adrian Swinscoe

Today’s podcast interview is different. Here’s how it is different: It’s Part 1 of a two-part conversation about a new project. Part 2 will be released […]. The post Introducing Punk XL – Interview with Serena, Lara, Amy, Joyce, Oisin and Tom first appeared on Adrian Swinscoe

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Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM

Adrian Swinscoe

Today’s interview is with Scott Addington, VP of EMEA Marketing for SugarCRM. Scott joins me today to talk about letting the platform do the work, the […]. The post Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM first appeared on Adrian Swinscoe

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Feedback: The Secret to Innovating Your Product Development Process

Speaker: Liz Love, Chief Commercial Officer at ProdPad

Join Liz Love, Chief Commercial Officer at ProdPad as she details how product feedback can improve your product development process while mitigating stakeholder conflict, constant feature requests, failed launches, unexpected outcomes, unhappy users, and complexity.

Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM

Adrian Swinscoe

Today’s interview is with Scott Addington, VP of EMEA Marketing for SugarCRM. Scott joins me today to talk about letting the platform do the work, the […]. The post Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM first appeared on Adrian Swinscoe

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The end of the customer experience is so important but is often looked – Interview with Joe Macleod #Endineering

Adrian Swinscoe

Today’s interview is with Joe Macleod, the Founder & Head of Endineering at AndEnd and a two-time author. Joe joins me today to talk his new […]. The post The end of the customer experience is so important but is often looked – Interview with Joe Macleod #Endineering first appeared on Adrian Swinscoe

CRM is not just about technology; it’s actually about relationships – Interview with Victoria Wejchert of Kinship

Adrian Swinscoe

Today’s interview is with Victoria Wejchert, who is the founder and CEO of Kinship, a contact management app that makes it easy to store and act […]. The post CRM is not just about technology; it’s actually about relationships – Interview with Victoria Wejchert of Kinship first appeared on Adrian Swinscoe

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12 principles for turning customers and employees into lifelong fans – Interview with Jon Picault of Watermark Consulting

Adrian Swinscoe

Todayâ??s s interview is with Jon Picoult is founder of Watermark Consulting, a leading customer experience advisory firm, and author of a new book: FROM IMPRESSED TO [â?¦]. The post 12 principles for turning customers and employees into lifelong fans â?? Interview with Jon Picault of Watermark Consulting first appeared on Adrian Swinscoe

How a Strong Customer Engagement Strategy Can Improve the Usability of Your Product

Speaker: Hannah Chaplin, Director, Product Marketing at Pendo and Esther Edel, Product Operations Analyst at Pendo

Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.

Customer service: The most important job in the company – Interview with Fortuné Alexander of Pega

Adrian Swinscoe

Today’s interview is with Fortuné Alexander who is the senior director of product marketing for customer service and sales automation solutions at Pega. Fortuné joins me […]. The post Customer service: The most important job in the company – Interview with Fortuné Alexander of Pega first appeared on Adrian Swinscoe

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The only thing that limits you on a no code platform is your imagination – Interview with Pierce Buckley of babelforce

Adrian Swinscoe

Today’s interview is with Pierce Buckley who is an automation and CX expert plus the CEO and Co-founder of babelforce. Pierce joins me today to talk […]. The post The only thing that limits you on a no code platform is your imagination – Interview with Pierce Buckley of babelforce first appeared on Adrian Swinscoe

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Marginal cost but high perceived value

Adrian Swinscoe

When brainstorming ideas and strategies to boost the length and value of their customer relationships, many firms come up with lots of fancy and expensive ideas […]. The post Marginal cost but high perceived value first appeared on Adrian Swinscoe

We need to start talking about experience leadership – Interview with Peter Cross

Adrian Swinscoe

Today’s interview is with retail expert Peter Cross who until recently was the Customer Experience Director at John Lewis and Waitrose and prior to that spent […]. The post We need to start talking about experience leadership – Interview with Peter Cross first appeared on Adrian Swinscoe

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How to Evaluate and Implement Customer Feedback Into Your Product Roadmap

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

This interactive session, Hannah Chaplin and Rebecca Notté will share their experience of building product roadmaps that align with company goals while also ensuring that customers are truly heard.

Customer purchasing decisions are increasingly being driven by their values – Interview with Alan Williams #WorldValuesDay

Adrian Swinscoe

Today’s interview is with Alan Williams, who is the Founder & MD, SERVICEBRAND GLOBAL, and helps service sector organisations to deliver significantly better business performance and […]. The post Customer purchasing decisions are increasingly being driven by their values – Interview with Alan Williams #WorldValuesDay first appeared on Adrian Swinscoe

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What do immersive VR, empathetic interactions and stand out customer service have in common? – Interview with Monika Jo of Mursion

Adrian Swinscoe

Today’s interview is with Monika Jo, Director Of Communications at Mursion, a virtual reality platform for professionals to practice and master the complex interpersonal skills necessary […]. The post What do immersive VR, empathetic interactions and stand out customer service have in common? Interview with Monika Jo of Mursion first appeared on Adrian Swinscoe

5 Tips to efficient customer service workflow management

Adrian Swinscoe

This is a guest post from Ashwini Dave who is working with Acquire as a digital marketing expert. “If If I had one hour to save the […]. The post 5 Tips to efficient customer service workflow management first appeared on Adrian Swinscoe

How many more customers need to cry?

Adrian Swinscoe

Back in April 2016, Pearson published a book I wrote called How To Wow. At the very back of the book is a section called Final […]. The post How many more customers need to cry? first appeared on Adrian Swinscoe

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