Adrian Swinscoe

1 month ago | customerthink.com | Adrian Swinscoe

Today’s interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be taking place in London (and digitally) from June 2–4, 2025.

1 month ago | forbes.com | Adrian Swinscoe

In December of last year, as part of my annual predictions piece, I wrote that many consumers have faced a tough time economically over the last few years and that the situation in 2025 was set to persist. We are now just over a third of the way through 2025, and it’s fair to say that, regardless of where you are in the world, the average consumer is still under pressure and is becoming increasingly discerning about what to spend their money on and with whom.

1 month ago | customerthink.com | Adrian Swinscoe

Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobe’s annual customer event. Last year‘s event was dominated by news of how Adobe was leveraging generative AI and infusing it across its platform and product set to help brands achieve personalization at scale.

1 month ago | forbes.com | Adrian Swinscoe

When Mikkel Svane and his co-founders, Morten Primdahl and Alexander Aghassipour, founded Zendesk in 2007, they aimed to revolutionize customer service by creating beautifully simple software that enabled businesses to easily interact with their customers and act on their feedback. Eighteen years later, one could argue that they have been successful. However, Tom Eggemeier, CEO of Zendesk, hopes they will be one of those rare companies that can reinvent an industry for a second time.

1 month ago | customerthink.com | Adrian Swinscoe

Millennials and Generation-Z don’t want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty regular basis. Now, while there may be research supporting that claim, it’s not always true, particularly when we consider how customers choose to engage with brands. Moreover, to apply it as a blanket assumption can cause us to design systems and experiences that just don’t work as well as they might.