December 27, 2024

Articles by Adrian Swinscoe

About Adrian Swinscoe

I'm an independent customer experience consultant, adviser, speaker and author and have worked with companies from across the world.

I've also published a best-selling book (April 2016 - Pearson) called How To Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. I live with my wife Hana, by the sea, south of London in the UK.

Customer Experience versus the Customer’s Experience

April 9, 2015 Adrian Swinscoe

Customer Experience versus The Customer’s Experience – is there really a difference? Over the last few days I’ve been to a few customer experience events, which included chairing a couple of sessions at a leading conference in London as well

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!