Adrian Swinscoe

We know that customer experience is increasingly become the battleground on which companies compete. Increased attention to CX means that companies tend to invest in technology and digital transformation initiatives, but customers continue to place a high value on human interaction, according to research. So, is there an emerging disconnect between what customers want and what companies are delivering? When companies default to digital or technology-only solutions for their CX challenges, they risk driving a wedge between them and their customers. It’s critical to consider this difficult news, despite its potential conflict with a digital focus, if you are serious about delivering the customer experience your customers want.

The fight to achieve a market-leading customer experience is increasingly feeling like a maelstrom and firms are struggling to keep up. Competition, disruption, artificial intelligence, automation, big data, omni-channel, personalisation, behavioural science, privacy …. these are only some of the issues that firms are wrestling with. In this session, Adrian will explore some of challenges businesses face when it comes to these and other issues, what they can do to surmount them, how they should approach these challenges as they look to grow and what they should be focusing on to help them develop and deliver the market leading customer experience that they desire.

Customer experience is becoming the key competitive battleground and delivering a world-class customer experience is an essential element to any strong and growing business. In this interactive seminar, Adrian Swinscoe will share a series of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs on how to deliver your own market-beating customer experience in an effective way from his best-selling book: How To Wow. The session will be interactive and will culminate in an activity that solicits and collects a series of easy and quick to implement ideas that management can take forward and use to create an action plan for how they can improve the customer/client/employee experience