Articles by

Adrian Swinscoe Contributor

Three Trends Reshaping The Customer Experience Outsourcing Market

The contact center space is under a lot of pressure right now. As things stand, the status...

Consistency Is Often Overlooked But Is The Secret Ingredient To Making Customers Happy

I’d like to tell you a couple of stories about some things that happened to me while...

Too Much Data, Too Few Skills. To Achieve Personalization, There Is Another Way

Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The...

Does Customer Service Need A Rebrand?

Following a conference I recently attended in London, I was invited to a dinner hosted by Quiq,...

7 Customer-Experience-Related Predictions For 2023

For the last four years, in and around December, I have compiled a set of customer experience-related...

Is It Time To Talk About A More Sustainable Approach To Serving Our Customers?

At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not...

Is The Contact Center Going To Be The Next Big Tech Frontier?

Many publicly listed technology stocks have been having a torrid time of late as investors move away...