Customer Experience or Customer Service With Adrian Swinscoe.

from A Job Done Well - Making Work Better · host Jimmy Barber, James Lawther and Adrian Swinscoe

In this episode, we welcome guest Adrian Swinscoe, an author, researcher, and advisor on customer service and experience. Adrian challenges the underlying management beliefs that you should try to manage revenue, cost, and profitability and explains how you can create better organisational outcomes by focusing on your employees and customers.The discussion also covers the shortcomings of chatbots, artificial intelligence, and the desire to control “the customer experience”.It is all about inputs and outcomes. Listen in to find out more.Got a question - get in touch. Click here.

What this episode covers

In this episode, we welcome guest Adrian Swinscoe, an author, researcher, and advisor on customer service and experience. Adrian challenges the underlying management beliefs that you should try to manage revenue, cost, and profitability and explains how you can create better organisational outcomes by focusing on your employees and customers. The discussion also covers the shortcomings of chatbots, artificial intelligence, and the desire to control “the customer experience”. It is all a...

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Customer Experience or Customer Service With Adrian Swinscoe.

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How long is this episode of A Job Done Well - Making Work Better?

This episode is 34 minutes long.

When was this A Job Done Well - Making Work Better episode published?

This episode was published on March 11, 2025.

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Yes, a full transcript is available for this episode. You can read the complete transcript on the episode page.

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