Adrian Swinscoe writes about customer service, experience and engagement and what it takes to deliver the sort of outcomes that both customers and brands crave. He has been exploring these areas and themes on Forbes since 2013. Described as an experimental CX thought leader and
Influencers And Bridging The Trust Gap Between Brands And Consumers
A brand’s success in the coming year will be defined by how it builds and maintains trust with customers. To help that, they will turn increasingly to influencers.
15 Customer Experience Predictions For 2025
This is the sixth year that I’ve compiled a set of customer service and experience-related predictions for the coming year.
How One Entrepreneur Used Customer Service To Disrupt A Traditional Industry
Many traditional business sectors are ripe for disruption. Here's a story of how one entrepreneur is taking on a traditional sector and is winning.
Cutting Through The Noise To Get To The Reality Of Customer Service AI
Many technology vendors are bullish about customer service AI. However, many brands are finding it hard to separate the signal from the noise.
Is Channel Snobbery Holding Back Brands’ Customer Experience Efforts?
Channel snobbery is leading to a type of estrangement between marketing and sales departments and their colleagues in customer service and support.