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August 19, 2023
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Revisiting the Big Ass Fans story and what happened next – Interview with Carey Smith of Unorthodox Ventures

Today’s interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast back in […]
August 14, 2023
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When it comes to customer experience transformation, technology isn’t the problem

I was in Las Vegas recently for Pegaworld iNspire 2023, Pega’s annual customer event. It’s the first time it’s been held in person for four years, and […]
August 10, 2023
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New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right – Interview with James Dodkins and Tara DeZao of Pega

Today’s interview is a bit different as it features two, separate interviews in one episode. It’s a two-fer! These interviews were conducted on a recent trip […]
August 4, 2023
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Don’t drop the omni-channel baton and win the CX relay race 

This is a guest post from Jim Davies, (former) Chief Experience Officer (CXO) at Calabrio. Managing the hand-over from bot to agent is like taking part […]
August 1, 2023
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Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% – Interview with Jose Herrera of Horatio CX

Today’s interview is with Jose Herrera, CEO and Co-Founder of Horatio CX, a next generation CX outsourcing firm and the trusted partner of some of the […]
July 28, 2023
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Creating memorable customer experiences: Inspiring loyalty

This is a guest post from Nevilson Christian, Founder of SeekThem. Imagine this: You visit an online retail website for the first time. The website automatically […]




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