In this episode of “The Voice of Customer Experience”, we meet Adrian Swinscoe, who has had a 25-year career in consulting, writing, speaking, workshops and advisory work in the areas of strategy, customer service/experience, customer insight, marketing and business development as well as being an author of the Punk series on CX and a very experienced and established podcaster in his own right.
Adrian shares many ideas on how to improve and enhance customer experiences and tells us that he is a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.
He explains that it's no longer sufficient to talk about customer experience in isolation. And that to succeed, we need to think about experience holistically.
He also warns us not to make assumptions about customers, especially when it comes to how and where we serve our customers. For example, rather than assuming that companies need to be everywhere their customers are, many could improve their service outcomes by cutting the number of channels that they serve their customers over and then focusing their resources on delivering better service in fewer channels.