Adrian Swinscoe

In this engaging discussion, customer experience consultant Adrian Swinscoe shares his insights on leveraging AI to enhance customer relationships rather than just cutting costs. He advocates for a strategy that starts with the desired customer experience before selecting technology, avoiding the pitfalls of buying shiny tools without purpose. Adrian also reveals an inspiring e-commerce example where automation freed up agents for deeper interactions and addresses ethical concerns surrounding AI’s environmental impact and labor issues.

Joining the conversation is Adrian Swinscoe, a seasoned author and customer experience expert known for his books like PunkCX. He shares insights on finding the right balance between reducing friction and maintaining a human connection in customer journeys. Adrian discusses the concept of 'good friction,' explaining that some obstacles actually foster loyalty instead of hindering it. He illustrates this with a cautionary tale about sign-ups versus retention, advocating for a thoughtful approach to customer experiences that enrich relationships rather than simplify them.

Adrian Swinscoe, author and advisor on customer experience, shares his innovative approach to CX. He emphasizes the powerful combination of data and customer stories, arguing that numbers alone lack emotional depth. Adrian introduces the concept of 'going to the gemba,' advocating for direct observation of customer interactions to uncover hidden friction points. He also promotes a punk rock philosophy of customer experience, urging teams to simplify and prioritize what to eliminate instead of complicating their offerings. Get ready to rethink your customer experience strategy!