Articles by

Adrian Swinscoe Contributor

The Problem At The Heart Of Personalization

Privacy. Security. Justice. Equity. Accessibility.If you mentioned these words to pretty much anyone, they would probably all...

Combating Language Discrimination In Customer Service

Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him...

Q&A With Miva On The Challenges Ahead For Retailers

The pandemic's onset forced brands, particularly retailers, to rapidly adopt new digital and e-commerce solutions to help...

Over 100 Million Reasons Why Conversational Customer Service Is The Way Forward

When I spoke to Mads Fosselius, Founder and CEO of Dixa, in February of last year, we...

How Many More Customers Need To Cry?

Back in April 2016, Pearson published a book I wrote called How To Wow. At the very...

Three Apps That Are Making Customer Experience More Inclusive

In a recent prediction, Forrester described 2021 as the year of inclusive customer experience (CX).When I read...

The Emerging Landscape Of Service

Almost a year ago, at Pega’s iNspire event, I watched a presentation by Jeff Nicholson, VP of...

Elton John Was Wrong, Sorry Isn’t The Hardest Word

Elton John once famously sang, "Sorry seems to be the hardest word". However, according to some recent...