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January 20, 2022
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How to put empathy into action in your customer experience

I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]
January 17, 2022
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An #IA40 recognized app that is focusing on making agents experts on day one – Interview with Brittany Bell of Cresta

Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call […]
January 13, 2022
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8 customer-experience-related predictions for 2022

Around this time of year, I usually receive a swathe of customer experience related predictions from different sources. A couple of years ago, I started compiling […]
January 6, 2022
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CX, loyalty and retention – Lessons from diverse industries – Interview with Andrea Prazakova of Mastercard and David Boucher of Aster DM Healthcare

Today’s interview is with Andrea Prazakova, who is Senior Vice President Customer Experience at Mastercard in the UAE and David Boucher, the Chief of Service Excellence […]
January 4, 2022
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A glimpse into 2022: How can contact centres plan ahead?

This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, […]
December 21, 2021
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Genesys is aiming to transform not only customer experience but employee experience too 

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […]

About me...

Adrian Swinscoe

Hi. I'm Adrian Swinscoe and I'm a customer experience advisor and workshop facilitator that has been growing and developing customer-focused large and small businesses for over 25 years. I've worked with organisations like Cancer Research UK, Consumers International, Costa Coffee, the Crown Commercial Service, the EIU, the Financial Times, Harper Collins, ITV, KFC, Medecins Sans Frontieres, NowTV, Olympus, Pearson, Shell, Spire Healthcare, TalkTalk, TUI and the University of Brighton as wells 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 their employees and I’m a helper to many wanting to achieve their own level of greatness.

I’m also a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.

Find out more

Contact me

Send me an email

adrian@adrianswinscoe.com

Give me a call

+ 44 (0)7971 608821

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