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Ask the Expert with Adrian Swinscoe


Date and time: October 6th / 11:00 - 12:00 GMT

Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, advisor and aspirant CX Punk.  He has been growing and helping develop customer-focused large and small businesses for over 25 years. 

Freshworks are proud to present: A punk’s view on the challenges facing CX leaders and what they should do about them

The fight to achieve a market-leading customer experience is increasingly feeling like a maelstrom and firms are struggling to keep up.Let's go back a few months. Firms were dealing with massive amounts of competition and disruption, were you looking at your technology roadmap to answer these questions? Artificial intelligence? Automation? Big data and omni-channel customer support? Then, the pandemic hit and everything changed and it keeps on changing. Adrian will explore and unpick some of challenges businesses are facing, what they can do to surmount them, how they should approach these challenges as they look to survive and thrive and what a market leading customer experience may look like.

In a punchy, colourful and no nonsense way, Adrian will explore and unpick some of challenges businesses are facing, what they can do to surmount them, how they should approach these challenges as they look to survive and thrive and what a market leading customer experience may look like.

Learning / Takeaways:

  • The key questions that CX leaders need to be asking themselves right now if they are to stay relevant and valuable.
  • An insight into what customers really want and what brands should be doing about it
  • The experience achilles heel that most organisations have.

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Ask the Expert with Adrian Swinscoe


Date and time: October 6th / 11:00 - 12:00 GMT

Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, advisor and aspirant CX Punk.  He has been growing and helping develop customer-focused large and small businesses for over 25 years. 

Freshworks are proud to present: A punk’s view on the challenges facing CX leaders and what they should do about them

The fight to achieve a market-leading customer experience is increasingly feeling like a maelstrom and firms are struggling to keep up.Let's go back a few months. Firms were dealing with massive amounts of competition and disruption, were you looking at your technology roadmap to answer these questions? Artificial intelligence? Automation? Big data and omni-channel customer support? Then, the pandemic hit and everything changed and it keeps on changing. Adrian will explore and unpick some of challenges businesses are facing, what they can do to surmount them, how they should approach these challenges as they look to survive and thrive and what a market leading customer experience may look like.

In a punchy, colourful and no nonsense way, Adrian will explore and unpick some of challenges businesses are facing, what they can do to surmount them, how they should approach these challenges as they look to survive and thrive and what a market leading customer experience may look like.

Learning / Takeaways:

  • The key questions that CX leaders need to be asking themselves right now if they are to stay relevant and valuable.
  • An insight into what customers really want and what brands should be doing about it
  • The experience achilles heel that most organisations have.