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From innovation to marketing to culture, is your approach young brain or old...

Today’s post is a reflection on a talk that I heard whilst at an event last week that, I believe, applies to all organisations, their people and their ability to evolve, innovate and stay ahead in...

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A young brained business is better at customer service, innovation,...

This is a guest post from Tim Drake, Author, You Can Be as Young as You Think, and follows on from the post that I wrote recently (From innovation to marketing to culture, is your approach young brain...

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From innovation to marketing to culture, is your approach young brain or old...

Today’s post is a reflection on a talk that I heard whilst at an event last week that, I believe, applies to all organisations, their people […] The post From innovation to marketing to culture, is...

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A young brained business is better at customer service, innovation,...

This is a guest post from Tim Drake, Author, You Can Be as Young as You Think, and follows on from the post that I wrote […] The post A young brained business is better at customer service, innovation,...

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Using customer experience as a tool to drive economic development – Interview...

Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global […] The post Using customer...

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Why CMOs should invest in their customer service teams

At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […] The post Why CMOs...

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Busting some CCaaS and CX technology myths – Interview with Vasili Triant of...

Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili joins […] The post Busting some CCaaS...

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Unlocking a consistent path to purchase in the wake of SCA

This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […] The post Unlocking a consistent path to purchase in the...

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Having gone through 10 years of transformation in the past two years, how do...

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing […] The post Having gone through 10 years...

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Self-Scheduling: The answer to agent stress in modern, omnichannel contact...

This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […] The post Self-Scheduling: The answer to agent...

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To be good at customer experience has to begin with an experiential triage –...

Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, What Customers Hate, […] The post To be good at...

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The biggest digital transformation trends in 2022 and beyond

This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […] The post The biggest digital...

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Why you shouldn’t always build for the ‘happy path’ – Interview with Sam...

Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think […] The post Why you shouldn’t...

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Discovering customer experience in the banking industry

This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […] The post Discovering customer experience...

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Little personal touches can make all the difference – Interview with Jawad...

Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […] The post Little personal...

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New research finds that customer service agents are abusing customers

At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […] The post New research finds that customer...

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Leveraging branded virtual assistants to drive personalisation and innovation...

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...

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Workforce wellbeing – what does it really mean and why does it matter more...

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...

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The idea that scripts ruin customer experience is a dangerous one – Interview...

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 […]...

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Building a robust digital customer experience strategy in 3 steps

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...

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