Latest articles & podcasts...
Services...
Speaking
I'm a regular keynote speaker at events around the world on customer service, customer experience, how to harness A.I. to enhance engagement, service, and experience outcomes and what it takes to truly deliver a stand-out experience in today's ultra-competitive world.
Find out moreWorkshops
I deliver customised workshops and seminars aimed at enhancing customer engagement, experience, and service skills and strategies for a variety of organisations, from large, publicly traded companies to leading professional service firms, and from fast-growing to well-established smaller businesses.
Find out moreAdvisory
I provide advisory services to ambitious, customer-focused firms that transforms their customer service and experience – from customer experience audits and strategy development to technology selection and ongoing enhancement.
Find out moreThought Leadership
I collaborate with leading technology vendors and Business Process Outsourcers (BPOs) in the customer service and experience space to produce both independent thought leadership content, such as articles, whitepapers, podcasts, webinars, videos, panel discussions, and more, as well as event-specific materials. This helps them cut through the noise, connect with their audience, build trust, foster industry discussions, and generate demand.
Find out moreBooks...
How to Wow
Full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs, the best-selling How to Wow reveals all you need to deliver a world-class customer experience.
Covering both the customer and business side of the equation, you’ll learn how to attract new customers, design a leading customer experience and quickly resolve a wide range of problems, plus much, much more.
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Punk CX
The customer experience space is starting to exhibit the same characteristics that prog rock did in the 1970s.....overly technical, too elaborate, not focused on its audience and often in danger of disappearing up it’s own a***.
Punk exploded out of the back of prog rock with it’s democratic, DIY, back to basics approach that inspired both a cultural and musical movement and change in mindset. It dared to be different and was OK with the fact that not everyone liked it.
Is it time to consider what a punk rock version of CX would look and feel like?
In a very arresting and colourful way, Punk CX tackles some of these questions and shares some key insights and practical takeaways that will allow you harness your inner punk and transform your own customer experience.
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Punk XL
It's no longer sufficient to talk about customer experience in isolation. To succeed, we need to think about experience holistically, especially if we are to deliver the outcomes and reach the heights we aspire to.
Punk XL, where XL stands for eXperience Leadership, seeks to explore what it means and takes to deliver a great experience at different levels (individual, team, organisation, customer and beyond).
Like its predecessor Punk CX, it will be composed of a series of short and punchy "tracks" organised loosely around a series of concentric rings or dimensions that will explore what eXperience Leadership means at that particular level.
To add richness, perspective and depth, it features contributions from a number of different experience "artists" from around the world.
PUNK XL features contributions from: Ari Weinzweig, Serena Riley, Lara Khouri, Richard Hammond, Amy Scott, Sandra Thompson, Paul Greenberg, Joyce Kim, Karen Jaw-Madson, Martin Lucas, Sandra De Zoysa and Clare Muscutt.
Finally, given its collaborative nature and acknowledging what we have gone through in the last couple of years and what many are still going through, all of the book's proceeds will be donated to charity.
Find out moreAbout me...
Adrian Swinscoe
Hi. I'm Adrian Swinscoe, and I'm a customer experience author, speaker, advisor and workshop facilitator who has been growing and developing customer-focused large and small businesses for over 25 years.
I've worked with organisations like 1-800Contacts, Adobe, Apple, Cancer Research UK, Costa Coffee, the UK Gov’s Crown Commercial Service, Diesel, ING, Intercontinental Hotel Group, KFC, KPMG, ING, Kramp, Lloyds, Harper Collins, Médecins Sans Frontières, Megger, Microsoft, Nespresso, NowTV, Olympus, Pearson, Philips, Sky, Talk Talk and Zoom as well as lots of technology vendors and a number of smaller brands and SMEs to help them engage with their customers, improve their customer experience and deliver better service.
I’m a huge fan of organisations that do great things for their customers and employees, and I’m a helper to many who want to stand out in a crowded marketplace.
I’m also a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.
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