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Solve customer and business problems faster through collaboration – Interview...

Today’s interview is with Jacob Morgan, the Principal & Co-Founder of Chess Media Group, a management consulting and strategic advisory firm focused on collaboration. He has also authored of The...

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Unruly engagement, creativity and collaboration is built on two things:...

Today’s interview is with Sarah Wood of Unruly Media and follows on from my recent interview: Social business is not just social media, it takes real transformation – Interview with Brad W Martin and...

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Building valuable customer support communities – Interview with Rob Howard of...

#184916120 / gettyimages.com Today’s interview is with Rob Howard who is the Chief Technology Officer of Zimbra, a leader in the unified collaboration software space. Their solutions include email,...

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Solve customer and business problems faster through collaboration – Interview...

Today’s interview is with Jacob Morgan, the Principal & Co-Founder of Chess Media Group, a management consulting and strategic advisory firm focused on collaboration. He has […] The post Solve...

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Unruly engagement, creativity and collaboration is built on two things:...

Today’s interview is with Sarah Wood of Unruly Media and follows on from my recent interview: Social business is not just social media, it takes real […] The post Unruly engagement, creativity and...

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Building valuable customer support communities – Interview with Rob Howard of...

Today’s interview is with Rob Howard who is the Chief Technology Officer of Zimbra, a leader in the unified collaboration software space. Their solutions include email, […] The post Building valuable...

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Writing well: the new old-fashioned way to make an impact

This is a guest post by Robert Kelsey, bestselling author of Writing Well for Work and Pleasure offers hope for those fearing the new “thought leadership” […] The post Writing well: the new...

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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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