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Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […]
The post Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI first appeared on Adrian Swinscoe.
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […]
The post How a healthcare insurer got automation right by putting its clients first first appeared on Adrian Swinscoe.
Today’s interview is with Nadine Macklin, who is the Vice President of Customer Success at CARTO, a leading Location Intelligence platform, that enables organizations to use […]
The post It’s not about the customer’s journey with our platform, it’s about the customer’s journey – Interview with Nadine Macklin of Carto first appeared on Adrian Swinscoe.
I’ve followed HubSpot’s progress over the years from them pioneering the inbound marketing space over 15 years ago to where they are now a provider of […]
The post Unlocking Growth: Key Insights from HubSpot’s GROW Europe 2024 Event first appeared on Adrian Swinscoe.
I had a fascinating discussion with Dan Bennett, Senior Partner, Head of Behavioural Science at Ogilvy Consulting, the other day, where he introduced me to the […]
The post Is channel snobbery holding back brands’ customer experience efforts? first appeared on Adrian Swinscoe.
Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Natasha joins me today to talk about the […]
The post The third wave of customer support – Interview with Natasha Ratanshi-Stein of Surfboard first appeared on Adrian Swinscoe.
I shared this quote on Instagram the other day….. View this post on Instagram A post shared by Adrian Swinscoe (@punk_cx) and it reminded […]
The post The big list of little things that destroy your customer experience (reprise) first appeared on Adrian Swinscoe.
Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation […]
The post Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA first appeared on Adrian Swinscoe.
Recently, I spoke to Shahar Chen, co-founder and CEO of Aquant, a field service management software provider, about some new research they had just published. One […]
The post Addressing the aging workforce crisis in field service management first appeared on Adrian Swinscoe.
Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to […]
The post The five promises of personalization – Interview with Mark Abraham and David Edelman first appeared on Adrian Swinscoe.
This is a guest post by David Banaghan who is the Interim CEO at Occupop. The CIPD’s 23rd annual Health and Wellbeing at Work report will […]
The post The ‘Always On’ culture: 5 ways businesses can mitigate the impact first appeared on Adrian Swinscoe.
Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all […]
The post There are major tectonic shifts taking place in the outsourcing space right now – Interview with Craig Crisler of SupportNinja first appeared on Adrian Swinscoe.
Imagine that one of your customers is experiencing a problem with a product or service that they have purchased from your company. Wanting to find a […]
The post NICE’s 1CX could be a game-changer for solving knotty customer problems first appeared on Adrian Swinscoe.
Today’s interview is with Sam Wilson, the CEO of 8×8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs […]
The post Within five years, contact center agents will become contact center specialists – Interview with Sam Wilson of 8×8 first appeared on Adrian Swinscoe.
This is a guest post by Gary Clark a snowsports business expert and Academy Director at SIA Austria. Wielding an estimated $150 billion purchasing power globally, […]
The post Four ways businesses can adopt AI to connect successfully with Gen Z first appeared on Adrian Swinscoe.
Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become […]
The post Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance first appeared on Adrian Swinscoe.
This is a guest post by David Banaghan who is the Interim CEO at Occupop. According to Government research, one in six organisations now uses AI […]
The post AI and employment law gaps: Three ways businesses can navigate current and future challenges first appeared on Adrian Swinscoe.
Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […]
The post If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega first appeared on Adrian Swinscoe.
Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […]
The post Factors driving the gap between customer expectations and satisfaction first appeared on Adrian Swinscoe.
Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI […]
The post Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink first appeared on Adrian Swinscoe.
Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […]
The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.
Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about […]
The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai first appeared on Adrian Swinscoe.
This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […]
The post Countdown to Inclusion: What to expect from the European Accessibility Act first appeared on Adrian Swinscoe.
Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind […]
The post The Brand Connectome™ and why we are doing marketing all wrong – Interview with Leslie Zane first appeared on Adrian Swinscoe.
I was thinking about expectations the other day and it reminded me of something that I wrote in How To Wow, so I thought I’d share […]
The post Make promises, keep them but you don’t have to beat them first appeared on Adrian Swinscoe.
Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, why the customer […]
The post The customer isn’t always right – Interview with Daphne Costa Lopes of Hubspot first appeared on Adrian Swinscoe.
Given the rapid evolution of technology in the customer engagement space over the last year, and after attending a few other vendor customer events in recent […]
The post PegaWorld themes speak to the top AI implementation challenges first appeared on Adrian Swinscoe.
Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas […]
The post There needs to be a really tight relationship between business strategy and target state architecture – Interview with Cale Urwin of Bupa first appeared on Adrian Swinscoe.
This is a guest post from Ben Mercer at Leisure Lakes Bikes. More and more businesses are finding that employees are driving activism around topics and […]
The post Employee activism on the rise: The most important issues to employees and how to respond with empathy first appeared on Adrian Swinscoe.
Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice […]
The post The ongoing decline of brand loyalty, what’s driving it and what should be done about it – Interview with Simon Morris of ServiceNow first appeared on Adrian Swinscoe.
It’s pretty safe to say that most businesses ask their customers for feedback these days. Most would agree that is a good thing. But, there are […]
The post Now there is no excuse for not closing the loop on customer feedback first appeared on Adrian Swinscoe.
Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University […]
The post We’ve only just scratched the surface of artificial intelligence – Interview with Peter van der Putten of Pega first appeared on Adrian Swinscoe.
This is a guest post by Brianna Van Zanten, Customer Success Manager at InCheq In my experience, many business leaders are intimidated by the idea of […]
The post How artificial intelligence in task management can transform the customer and employee experiences first appeared on Adrian Swinscoe.
Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President […]
The post Listening and taking action at scale – Interview with Ron Secrist of Citi and Christina Sansone of Dish first appeared on Adrian Swinscoe.
This is a guest post by Nadja Bellan-White, CEO of SS+K, an M&C Saatchi company. Financial institutions are swept up in a crisis of confidence in […]
The post Financial brands need to shore up trust…or we’re all going to sink first appeared on Adrian Swinscoe.
Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business. Prashaant and I connected after he spoke at […]
The post How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform – Interview with Prashaant Huria of Unilever first appeared on Adrian Swinscoe.
This is a guest post from Colin Farquhar, senior vice president of enterprise IP video, and Kerry Lindsay, vice president of human resources at IPTV specialist: […]
The post Overcoming cultural latency: How video technologies support today’s hybrid workplace first appeared on Adrian Swinscoe.
Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, the impact […]
The post Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft first appeared on Adrian Swinscoe.
This is a guest post by Jeremy Yancey, the Head of Content at Tability. Meeting customer expectations alone is no longer enough for businesses to succeed. […]
The post How to exceed customer expectations using OKRs first appeared on Adrian Swinscoe.
Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las […]
The post Personalisation and the pink elephant in the room – Interview with Emma Springham of TSB first appeared on Adrian Swinscoe.
Sitting and watching the keynotes from Day One of the recent Adobe Summit, there were times when I must admit I felt a little overwhelmed by the […]
The post The limiting factor to achieving personalized experiences at scale first appeared on Adrian Swinscoe.
Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the […]
The post Making in-store grocery shopping fun and going viral on TikTok – Interview with David McIntosh of Instacart first appeared on Adrian Swinscoe.
This is a guest post by David Banaghan who is the Interim CEO at Occupop. When it comes to a productive business, happy and healthy […]
The post Could introducing Mental Health Days help your business support employee wellbeing? first appeared on Adrian Swinscoe.
Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in Salt […]
The post If you aren’t fixing the bigger picture, then you are just putting a band-aid on the problem – Interview with Zig Serafin of Qualtrics first appeared on Adrian Swinscoe.
This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Prioritizing employee engagement and satisfaction is a critical goal for organizational prosperity. […]
The post Employee expectations around rewards are changing – Businesses need to change with them first appeared on Adrian Swinscoe.
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 The Generative AI landscape: The good, the bad and the boring – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
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About a year ago, I spoke to Luc Dammann, President EMEA at Adobe, about some new research that Adobe had just published. The research found that […]
The post New Adobe research: Generative AI is changing what consumers expect from brands first appeared on Adrian Swinscoe.
In today’s episode of the Punk CX podcast, there is no interview. Why? Because today, I am celebrating the 500th edition of the podcast! Woop! Woop! […]
The post Episode 500: Some reflections on the last 13 years first appeared on Adrian Swinscoe.
Last year, I spoke to Darren Rushworth, President of NICE International, about the UK’s Financial Conduct Authority (FCA) new Consumer Duty regulations and how they were […]
The post Two thirds of UK customers may be vulnerable but not obviously so first appeared on Adrian Swinscoe.
Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how […]
The post Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins first appeared on Adrian Swinscoe.
This is a guest post by Aparna M. A., a Content Writer for Kings Research. In the ever-evolving digital landscape, businesses of all sizes are grappling […]
The post A comprehensive guide to Customer Data Platforms in 2024 first appeared on Adrian Swinscoe.
Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James joins me […]
The post You don’t get promoted for teaching people how to wash their hands – Interview with James Lawther first appeared on Adrian Swinscoe.
This is a guest post by Rhys Williams, a freelance content marketing writer specialising in B2B SaaS, martech and personalisation. While there are plenty of positive […]
The post Customer Advocacy – An Untapped Asset first appeared on Adrian Swinscoe.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […]
The post Recent research suggests that something has to change in the contact center space first appeared on Adrian Swinscoe.
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.
This is a guest post by Dana Bishop, VP of Experience Research Strategy at UserTesting. Over the last decade, the user experience (UX) industry has not […]
The post From sole ambassadors, to the heart of business decisions: the UX evolution of the last decade first appeared on Adrian Swinscoe.
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.
I was in Las Vegas recently for Pegaworld iNspire 2023, Pega’s annual customer event. It’s the first time it’s been held in person for four years, and […]
The post When it comes to customer experience transformation, technology isn’t the problem first appeared on Adrian Swinscoe.
Today’s interview is a bit different as it features two, separate interviews in one episode. It’s a two-fer! These interviews were conducted on a recent trip […]
The post New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right – Interview with James Dodkins and Tara DeZao of Pega first appeared on Adrian Swinscoe.
This is a guest post from Jim Davies, (former) Chief Experience Officer (CXO) at Calabrio. Managing the hand-over from bot to agent is like taking part […]
The post Don’t drop the omni-channel baton and win the CX relay race first appeared on Adrian Swinscoe.
Today’s interview is with Jose Herrera, CEO and Co-Founder of Horatio CX, a next generation CX outsourcing firm and the trusted partner of some of the […]
The post Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% – Interview with Jose Herrara of Horatio CX first appeared on Adrian Swinscoe.
This is a guest post from Nevilson Christian, Founder of SeekThem. Imagine this: You visit an online retail website for the first time. The website automatically […]
The post Creating memorable customer experiences: Inspiring loyalty first appeared on Adrian Swinscoe.
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.
This is a guest post from Ben Mercer at Leisure Lakes Bikes. The Tour De France, which sees its 110th outing this summer (July 1-23), has […]
The post Microexcellence: What can marginal gains and the Tour de France teach us? first appeared on Adrian Swinscoe.
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.
Readers of my articles will know by now that I love a good bit of research. This is for two reasons: One, I love discovering new […]
The post New Adobe research: Consumers expect even better experiences when economic conditions worsen first appeared on Adrian Swinscoe.
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.
Many customers are suffering right now with high inflation and interest rates. Now, while that is easy to say and observe, it’s often hard to quantify […]
The post Is adhering to the FCAs new consumer duty impossible without the help of technology? first appeared on Adrian Swinscoe.
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.
This obituary was written by Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. The Survey, a long beloved method of gathering […]
The post Obituary: The Survey (1920s – 2023) first appeared on Adrian Swinscoe.
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.
This is a guest post by Alfonso de la Nuez, the author of The Digital Experience Company and Chief Visionary Officer at UserTesting. More and more […]
The post Why customers’ digital experience is key to your company’s survival and success first appeared on Adrian Swinscoe.
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.
This is guest post from Joyce Kim, Chief Marketing Officer at Twilio. It was in 2006 that the British mathematician Clive Humby uttered the now legendary […]
The post Data silos: The silent killer of great customer experience first appeared on Adrian Swinscoe.
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.
Any regular readers of my posts here on Forbes will probably have realised by now that I am partial to a bit of research and, in […]
The post The state of customer engagement: Progress, work to be done and a delicate balance first appeared on Adrian Swinscoe.
Today’s interview is with Jerry Haywood, who is the Chief Executive Officer at boost.ai, a leading provider of conversational AI for enterprises. Jerry joins me today […]
The post There’s no point having a fast bike, if you don’t know how to ride it – Interview with Jerry Haywood of Boost.ai first appeared on Adrian Swinscoe.
This is a guest post by Likitha Andugula, Marketing Analyst at Upshot.ai With the advent of digital devices and technology, we have been accustomed to having […]
The post How to improve patient experience using gamification? first appeared on Adrian Swinscoe.
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.
This is a guest post by Sarah Robbins, Vice President, Customer – International at Khoros. Social media has been crucial for marketers amidst the cost of […]
The post Instant, Urgent, and Immediate – The experience today’s consumers want first appeared on Adrian Swinscoe.
Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP. Ryan joins me today to talk about his experience over the last 20 years in the […]
The post The promise of generative AI in customer care and the challenges ahead – Interview with Ryan McDonald, Chief Scientist at ASAPP first appeared on Adrian Swinscoe.
This is a guest post by Michelle Huff, Chief Marketing Officer at UserTesting. With many physical bank branches closing, customers are forced to migrate to digital […]
The post Why customer empathy is key to ensuring the older generation have a seamless digital banking experience first appeared on Adrian Swinscoe.
Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, […]
The post Well-being and the changing nature of management and leadership – Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose first appeared on Adrian Swinscoe.
This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Invoices may seem like purely procedural documents. But what […]
The post Are invoices the key to improving the quality of your customer service experience? first appeared on Adrian Swinscoe.
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. Brian joins me […]
The post The connection between flight simulators, agent attrition and better outcomes – Interview with Brian Tuite of Zenerate first appeared on Adrian Swinscoe.
Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The research, by surveying 1,500 marketing executives across 14 markets, […]
The post Too much data, too few skills. To achieve personalization, there is another way first appeared on Adrian Swinscoe.
Today’s interview is with Nadia Ness, who is Global Head of Transformation (Customer Support) at Ikea. Nadia joins me today to talk about transforming IKEA’s customer […]
The post The crucial role of constant storytelling and change management in our transformation – Interview with Nadia Ness of Ikea first appeared on Adrian Swinscoe.
This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. There is an infinite amount of data in contact centres but what […]
The post Enjoy a slice of customer data analytics Pi(e) first appeared on Adrian Swinscoe.
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.
Following a conference I recently attended in London, I was invited to a dinner hosted by Quiq, a conversational AI and business messaging platform provider. During the […]
The post Does customer service need a rebrand? first appeared on Adrian Swinscoe.
Today’s interview is with Sue Duris, Principal Consultant of M4 Communications, a global CX consulting firm. Sue joins me today to talk about customer understanding, internal […]
The post We can’t be digital-first, we have to be customer-first – Interview with Sue Duris of M4 Comms first appeared on Adrian Swinscoe.
This is a guest post by Dominic Fitch at Impact International. There is no denying that the world of business is evolving at an incredibly fast […]
The post Five forward-looking skills for the future generation of leaders first appeared on Adrian Swinscoe.
Today’s interview is with Des Traynor, Chief Strategy Officer and Co-founder at Intercom. Des joins me today to talk about some research they recently conducted around […]
The post Tool time, task time and how ChatGPT will change everything in customer support – Interview with Des Traynor of Intercom first appeared on Adrian Swinscoe.
Over the last few years, despite the investment in self-service tools and technology to help drive proactive, predictive and pre-emptive service, live, and asynchronous, customer support […]
The post Dialpad is betting that TrueCaaS is the future of customer service. They might be right. first appeared on Adrian Swinscoe.
Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The […]
The post Let your people be the humans they’ve spent all their life training to be – Interview with John Sills of The Foundation first appeared on Adrian Swinscoe.
This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. Customers are like elephants; they have amazing memories. This means they will […]
The post What elephants and customer experiences have in common first appeared on Adrian Swinscoe.
Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book called When Everyone Leads: […]
The post We need to move leadership from the job of one to the job of the many – Interview with Julia Fabris McBride of the Kansas Leadership Center first appeared on Adrian Swinscoe.
Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […]
The post A story about inclusive customer experience first appeared on Adrian Swinscoe.
Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also […]
The post Building your house to be able to deliver a truly personalised customer experience – Interview with Greg Kihlström of The Agile Brand first appeared on Adrian Swinscoe.
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Providing exceptional customer service has always rested at the heart of […]
The post Service for Generation Z – How to assist this tech-savvy generation first appeared on Adrian Swinscoe.
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.
How businesses can meet the demands of digital-savvy customers and push the boundaries of CX This is a guest post by Laura Bassett, Vice President, Product […]
The post Turning the unamazing into the amazing first appeared on Adrian Swinscoe.
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.
For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I […]
The post 7 Customer experience related predictions for 2023 first appeared on Adrian Swinscoe.
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.
I recently attended Verint’s Engage EMEA event, where I enjoyed sharing a few ideas and talking with a bunch of CX leaders, professionals and experts about […]
The post Happy employees = happy customers. Achieve both with Punk CX. first appeared on Adrian Swinscoe.
Today’s interview is with the winner of the MyCustomer 2022 CX Leader of the Year competition: Maneesha Bhusal, Director Customer Experience & Marketplace Operations at Jingdong […]
The post Leadership lessons from the winner of the 2022 CX Leader of the Year – Interview with Maneesha Bhusal of JD .ID first appeared on Adrian Swinscoe.
At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […]
The post Is it time to talk about a more sustainable approach to serving our customers? first appeared on Adrian Swinscoe.
Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. She joined 37signals in 2021 and joins me today to talk […]
The post Customer success and the role of community – Interview with Elaine Richards of 37signals first appeared on Adrian Swinscoe.
This is a guest post by Tom Gibby, the Co-Founder and CMO of The Bot Platform. The first step in asking is always the hardest. You […]
The post 9 ways to help get your budget approved first appeared on Adrian Swinscoe.
Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main […]
The post Even CX champions are struggling to keep up with rising customer expectations – Interview with Adrian McDermott of Zendesk first appeared on Adrian Swinscoe.
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Customer service should be one of the top priorities for every […]
The post Why you should prioritize accessibility in your customer service experience first appeared on Adrian Swinscoe.
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. Katie joins me today […]
The post Time, customer experience and driving retention and growth – Interview with Katie Christian of Calendly first appeared on Adrian Swinscoe.
The UK recently introduced some new legislation that has implications for customer service. Specifically, an amendment was included in the new Police, Crime, Sentencing and Courts […]
The post If more is not done to protect agents, customer service standards will fall first appeared on Adrian Swinscoe.
Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five […]
The post Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito first appeared on Adrian Swinscoe.
Whenever we face a problem, why is it that we invariably jump into fix or solution mode? Why don’t we spend more time understanding the problem? […]
The post The Problem Pause first appeared on Adrian Swinscoe.
Today’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer (HoC) as well […]
The post CX professionals should be taking their favourite finance person out to lunch – Interview with Jim Tincher first appeared on Adrian Swinscoe.
Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of growth to […]
The post Is the contact centre going to be the next big tech frontier? first appeared on Adrian Swinscoe.
Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack. Liza joins me today to talk about how EX and CX […]
The post Treat your customers well and your employees better – Interview with Liza Smyth of Formstack first appeared on Adrian Swinscoe.
This is a guest post by a Graeme Meikle, a Senior WFM Consultant and Project Manager for Calabrio. Despite a rise in digital interactions, the phone […]
The post UK consumers say it’s good to talk but are contact centres really listening? first appeared on Adrian Swinscoe.
Today’s interview is with Prashanth “PVK” Krishnaswami is the head of market strategy and thought leadership for the CX product group at Zoho. Prashanth joins me […]
The post The killer combination: Customer success, happiness and the right technology – Interview with Prashanth Krishnaswami of Zoho first appeared on Adrian Swinscoe.
This is a guest post by Lara Khouri, founder of there is no spoon, a boutique people experience and change leadership consultancy. It is the first […]
The post Why skills training your customer service team doesn’t work first appeared on Adrian Swinscoe.
Today’s interview is with Joe Andrews and Martin Schneider. Joe is the Chief Marketing Officer and Martin is the Chief Evangelist and Head of Solutions Marketing […]
The post Product Led Growth (PLG) is missing a pillar – Interview with Joe Andrews and Martin Schneider of SupportLogic first appeared on Adrian Swinscoe.
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. The mental well-being of your employees […]
The post Contact centres: How to look after your employee’s mental health first appeared on Adrian Swinscoe.
Today’s interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The Challenger […]
The post The problem of customer indecision and how to get over it – Interview with Matt Dixon first appeared on Adrian Swinscoe.
As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […]
The post In times like these, customer service leaders can learn a lot from gardeners first appeared on Adrian Swinscoe.
Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some […]
The post Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega first appeared on Adrian Swinscoe.
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. One of the most dangerous things in the workforce, particularly in […]
The post Diminishing unconscious bias in customer service first appeared on Adrian Swinscoe.
Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack […]
The post CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones – Interview with Jack Springman first appeared on Adrian Swinscoe.
This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […]
The post Understanding how all businesses can benefit from voice analytics first appeared on Adrian Swinscoe.
Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. You […]
The post Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang of ChurnZero first appeared on Adrian Swinscoe.
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. Today, businesses are realising that a top-notch customer experience is the […]
The post How to protect your business from loyalty fraud first appeared on Adrian Swinscoe.
Today’s interview is with Nooshin Alibhai and Eric Klimuk, co-founders and CEO and COO respectively at Supportbench, a full-stack customer support software provider that is made […]
The post Not enough companies realize that customer support is your primary gateway to understanding your entire business – Interview with Nooshin Alibhai and Eric Klimuk of Supportbench first appeared on Adrian Swinscoe.
On July 27th, Google announced via a blog that it was delaying the removal of third-party cookies in Chrome through into the latter part of 2024. […]
The post Nearly half of CMOs are not ready for a cookieless future first appeared on Adrian Swinscoe.
Today’s interview is with Angel Maldonado, CEO & Founder of Empathy, who create human-centred, commerce search & discovery platforms that combine innovative technology, behaviour-based algorithms and […]
The post Delivering personalised search experiences in an ethical way – Interview with Angel Maldonado of Empathy.co first appeared on Adrian Swinscoe.
Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […]
The post Customer neglect is real and needs to be managed, as do customer expectations first appeared on Adrian Swinscoe.
Today’s interview is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a gourmet food business group headquartered in Ann Arbor, Michigan, […]
The post Lack of a clear vision leads to higgledy-piggledy services and experiences – Interview with Ari Weinzweig of Zingermans first appeared on Adrian Swinscoe.
“Can you please come up with a solution to the daily frustrations we have just trying to work together and serve customers?” This is a common […]
The post An end to customer support frustrations? Meet NextivaONE first appeared on Adrian Swinscoe.
Today’s interview is with Sanjay Brahmawar, the CEO of Software AG, a software pioneer that is helping over 10,000 organisations worldwide connect people, departments, systems and […]
The post The digitization of the supply chain and it’s impact on customer experience and sustainability – Interview with Sanjay Brahmawar of Software AG first appeared on Adrian Swinscoe.
This is a guest post from the folks over at ActiveOps. June 2022 saw the launch of the four-day working week pilot in the UK, in which 3,000 […]
The post How insights transform operational decisions ensuring the success of the four-day week first appeared on Adrian Swinscoe.
Today’s interview is with Robert Bell, Founder and CEO of 2B3D, who with their partners are developing a first-of-its-kind metaverse/NFT/gaming platform where military veterans can access […]
The post Creating a metaverse experience that helps veterans suffering from PTSD – Interview with Robert Bell of 2B3D first appeared on Adrian Swinscoe.
I’ve not published an article on Forbes for a little while. The primary reason for that is that my wife and I have been consumed by […]
The post Three Things That Would Have Improved Our House Moving Experience first appeared on Adrian Swinscoe.
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new report […]
The post 42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
This is a guest post by Eleonora Hristova, a copywriter that writes on behalf of Dune London. Burnout because of stress in the workplace is now […]
The post How to avoid burnout at the workplace first appeared on Adrian Swinscoe.
Today’s interview is with Assaf Baciu, the Chief Operating Officer and co-founder of Persado. Assaf joins me today to talk about Motivation AI, language, personalisation and […]
The post Unlocking the hidden value of language to drive personalisation – Interview with Assaf Baciu of Persado first appeared on Adrian Swinscoe.
This is a guest post by Johan Treutiger, Åsa Ahlgren, Erik Thure, and Erik Tengblad of Arthur D. Little. Over the past five years, organizations across […]
The post Customer outcomes – A business model transformed first appeared on Adrian Swinscoe.
Today’s interview is with Alfonso de la Nuez, the Co-CEO and Co-Founder of UserZoom, the pioneering UX Insights System. Alfonso joins me today to talk about […]
The post Design is not design without research – Interview with Alfonso de la Nuez of UserZoom first appeared on Adrian Swinscoe.
As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly challenging […]
The post Building a robust digital customer experience strategy in 3 steps first appeared on Adrian Swinscoe.
Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider […]
The post The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC first appeared on Adrian Swinscoe.
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. The impact of the past few years has been wide-reaching and traumatic. Flexible […]
The post Workforce wellbeing – what does it really mean and why does it matter more than ever? first appeared on Adrian Swinscoe.
Today’s interview is with Eric Turkington, Vice President of Growth at RAIN, a pioneer in voice & conversational AI, that is helping people, brands and businesses […]
The post Leveraging branded virtual assistants to drive personalisation and innovation – Interview with Eric Turkington of RAIN first appeared on Adrian Swinscoe.