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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.