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March 20, 2023
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We can’t be digital-first, we have to be customer-first – Interview with Sue Duris of M4 Comms

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 […]
March 15, 2023
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Five forward-looking skills for the future generation of leaders

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 […]
March 10, 2023
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Tool time, task time and how ChatGPT will change everything in customer support – Interview with Des Traynor of Intercom

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 […]
March 6, 2023
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Dialpad is betting that TrueCaaS is the future of customer service. They might be right.

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 […]
March 1, 2023
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Let your people be the humans they’ve spent all their life training to be – Interview with John Sills of The Foundation

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 […]
February 24, 2023
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What elephants and customer experiences have in common

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 […]




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.

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+ 44 (0)7971 608821