In a recent LinkedIn post, Adrian Swinscoe highlights a critical flaw in how contact centres calculate costs, arguing that precise activity measurement is un…
Adrian Swinscoe discusses the significant gap between leaders’ perception of their customer experience delivery and the actual customer experience, citing re…
In a recent LinkedIn post, Adrian Swinscoe discusses how digital accessibility is becoming increasingly vital for technical SEO and AI-powered search, highli…
In a recent LinkedIn post, Adrian Swinscoe discusses the market’s reaction to the emergence of agentic workflow capabilities and questions whether the percei…
Adrian Swinscoe discusses a recent whitepaper and podcast episode focusing on CVS Health’s innovative use of generative agent simulations in healthcare custo…
In a recent LinkedIn post, Adrian Swinscoe discusses the current landscape of Artificial Intelligence, questioning whether the industry is prioritizing trend…
Adrian Swinscoe discusses insights from Craig Crisler of SupportNinja on avoiding superficial AI implementations in customer experience, highlighting the ind…
In a recent LinkedIn post, Adrian Swinscoe discusses the challenge for Customer Experience (CX) technology vendors to stand out in a crowded market, highligh…
Adrian Swinscoe details his recent collaboration with NiCE on the Punk CX Podcast, highlighting discussions with Taz Chowdhury about managing imperfect data …
In a recent LinkedIn post, Adrian Swinscoe discusses a case study involving NiCE and Openreach, highlighting how a proactive AI engagement layer has signific…
