" Ask yourself this, how connected are your front lines to the rest of your organization? "
Summary
CX expert, keynote speaker and bestselling author, Adrian Swinscoe dives deep into how brands can stand out by breaking rigid CX rules in today’s environment. Get CX-WISER as he breaks down:
- Why exceptional customer experiences can emerge from anywhere when we honor fundamentals and embrace simplicity over unnecessary complexity
- How the most effective CX strategies balance technological advancement with genuine human connection
- The danger of adopting trendy technologies without clear use cases or understanding customer needs
- The future of self-service and how it's transforming frontline customer support into more complex problem-solving
- Why diversity and inclusion in CX teams create authentic connections and better represent customer experiences
Tune in to discover Swinscoe's five fundamental levers that drive organizational growth, his vision for breaking down data silos, and why creating customer experiences should be approached as an art form rather than a paint-by-numbers exercise in today's algorithm-driven world.
Episode Highlights
Great Minds Read Alike
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Episode Insights
Articles
The Two-Sided Customer Experience Problem and how VoC Data Is the Answer
Adrian Swinscoe notes a drop in customer satisfaction and the challenge of proving CX ROI, with just 46% of teams succeeding. He urges brands to focus on customer needs and measurable results, citing a UK insurer using VoC data to improve CX.
Mastering Global CX with AI: From Real-Time Insights to Lasting Solutions
To expand globally, brands must embrace challenges in global CX, including translation, real-time data collection, and synthesizing insights. Here's how 3M achieved success in this area with the help of Sprinklr.
The 9 Best AI Tools for Customer Service in 2025
Customer service faces many challenges, from long wait times to repetitive inquiries. However, AI tools are a beacon of hope, streamlining processes, providing quick resolutions, and personalizing interactions to better meet customer needs.
The Two-Sided Customer Experience Problem and how VoC Data Is the Answer
Adrian Swinscoe notes a drop in customer satisfaction and the challenge of proving CX ROI, with just 46% of teams succeeding. He urges brands to focus on customer needs and measurable results, citing a UK insurer using VoC data to improve CX.
Mastering Global CX with AI: From Real-Time Insights to Lasting Solutions
To expand globally, brands must embrace challenges in global CX, including translation, real-time data collection, and synthesizing insights. Here's how 3M achieved success in this area with the help of Sprinklr.
The 9 Best AI Tools for Customer Service in 2025
Customer service faces many challenges, from long wait times to repetitive inquiries. However, AI tools are a beacon of hope, streamlining processes, providing quick resolutions, and personalizing interactions to better meet customer needs.
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