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.

CX 130

CX Customer Experience Artificial Intelligence Business Growth 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 190

Technology Technology Hospitality Hospitality 190

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

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.

190

190

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

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.

190

190

Adrian Swinscoe

JULY 14, 2023

Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. […] The post The messy middle of customer service revisited – Interview with Michael Ramsey of ServiceNow first appeared on Adrian Swinscoe.

Customer Service 190

Customer Service 190

Adrian Swinscoe

JUNE 26, 2023

Today’s interview is with Deborah (Deb) Battaglia, Senior Vice President, Customer Experience at Assurant, Inc, a global B2B2C Fortune 300 company that provides risk management and […] The post Purposefully designed experiences don’t happen by accident – Interview with Deborah Battaglia of Assurant first appeared on Adrian Swinscoe.

Customer Experience 190

Customer Experience 190

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.

AI 133

AI Artificial Intelligence Innovation Technology 133

Adrian Swinscoe

OCTOBER 3, 2023

Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the Attention Economy, what […] The post When we talk about attention, we’re actually talking about engagement – Interview with Walter Flaat of dentsu Canada first appeared on Adrian Swinscoe.

190

190

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 17, 2023

Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global […]. The post Customer journey orchestration made easy – Interview with Mark Smith of CSG first appeared on Adrian Swinscoe.

190

190

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

JUNE 18, 2023

Today’s interview is with Minter Dial, an international speaker and a multiple award-winning author, specialized in leadership, branding and transformation. Back in February 2019, Minter joined […] The post Developing empathy within ourselves and the machines that we build – Interview with Minter Dial first appeared on Adrian Swinscoe.

190

190

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

JUNE 6, 2023

Today’s interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Tiffani […] The post Why you should be adopting an Experience Mindset – Interview with Tiffani Bova of Salesforce first appeared on Adrian Swinscoe.

Innovation 190

Innovation 190

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. They just want quality – Interview with Debbie Levitt first appeared on Adrian Swinscoe. Debbie joins me today to […] The post Customers don’t want minimally viable anything.

CX 113

CX Innovation Customer Experience 113

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

MARCH 28, 2023

Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services, including CRM, […] The post As people, we don’t need personalization, we need humanization – Interview with Paul Greenberg first appeared on Adrian Swinscoe.

CRM 190

CRM 190

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.

Customer Experience 190

Customer Experience 190

Adrian Swinscoe

AUGUST 19, 2023

Today’s interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast back in […] The post Revisiting the Big Ass Fans story and what happened next – Interview with Carey Smith of Unorthodox Ventures first appeared on Adrian Swinscoe.

190

190

Adrian Swinscoe

JULY 5, 2023

Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit union […] The post The pragmatic approach to transforming customer service – Interview with Mike Upton of First Tech Credit Union first appeared on Adrian Swinscoe.

Customer Service 190

Customer Service Technology Technology 190

Adrian Swinscoe

SEPTEMBER 27, 2023

Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a global provider of […] The post CX in the age of AI: A leading outsourcer’s perspective – Interview with Cathy Jooste and John Samuel of CGS first appeared on Adrian Swinscoe.

AI 190

AI CX 190

Adrian Swinscoe

JULY 24, 2023

Today’s interview is with Sheila Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial protection to millions of […] The post Our transformation journey and unleashing the power of AI and automation – Interview with Sheila Anderson of Aflac first appeared on Adrian Swinscoe.

AI 190

AI 190

Adrian Swinscoe

DECEMBER 20, 2022

Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. The post Customer success and the role of community – Interview with Elaine Richards of 37signals first appeared on Adrian Swinscoe. She joined 37signals in 2021 and joins me today to talk […].

190

190

Adrian Swinscoe

APRIL 14, 2023

Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation.

AI 190

AI 190

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. 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

Heart of the Customer

MARCH 9, 2021

The post Interview: Creating a Clean Experience appeared first on Heart of the Customer. That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. I met Todd after customer service guru Shep Hyken recommended him in response to my call […].

Customer Service 174

Customer Service Customer Experience B2C Customer Relationship 174

Adrian Swinscoe

MAY 30, 2023

Today’s interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk about how the […] The post Customer experience (CX) leaders will become the engagement quarterbacks of the future – Interview with Mike Murchison of Ada first appeared on Adrian Swinscoe.

CX 190

CX Customer Experience Customer Service 190

Adrian Swinscoe

NOVEMBER 29, 2022

Today’s interview is with Katie Christian who is the Head of Customer Success at Calendly one of the fastest-growing product-led growth companies. The post Time, customer experience and driving retention and growth – Interview with Katie Christian of Calendly first appeared on Adrian Swinscoe. Katie joins me today […].

Customer Experience 190

Customer Experience 190

Adrian Swinscoe

AUGUST 25, 2023

Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip to […] The post The autonomous enterprise is like a North Star vision of where business is going – Interview with Kerim Akgonul and Peter van der Putten of Pega first appeared on Adrian Swinscoe.

190

190

Adrian Swinscoe

MAY 11, 2023

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the […] The post PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.

Innovation 190

Innovation 190

Adrian Swinscoe

NOVEMBER 6, 2022

Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack. The post Treat your customers well and your employees better – Interview with Liza Smyth of Formstack first appeared on Adrian Swinscoe. Liza joins me today to talk about how EX and CX […].

CX 190

CX Customer Experience 190

Adrian Swinscoe

FEBRUARY 3, 2023

Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player […] The post Imagine having to type a ticket using a gaming console – Interview with Tony Adams of Supercell first appeared on Adrian Swinscoe.

Gaming 190

Gaming 190

Adrian Swinscoe

JANUARY 26, 2023

Today’s interview is with Richard Hammond, co-founder and CEO of Uncrowd, the innovative enterprise SaaS experience analytics platform that helps organisations grow market share by revealing […] The post What the heck is Relative Attractiveness and why it matters? Interview with Richard Hammond of Uncrowd first appeared on Adrian Swinscoe.

Innovation 190

Innovation 190

Callminer

JULY 18, 2022

Read this post to learn how to hire top-notch call center agents using the right interview questions.

182

182

Help Scout

AUGUST 22, 2023

Divide these 23 customer service interview questions among your hiring team, and you’ll get the information you need to hire top talent. Read the full article

Customer Service 81

Customer Service 81