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Emotional Intelligence – Adrian Swinscoe



Customer and Employee Engagement | Improving Customer or Client Experience | Marketing & Business Development



Last Build Date: Wed, 21 Feb 2018 14:59:34 +0000

Copyright: Adrian Swinscoe
 



Using AI and EQ to build emotional connections with customers at scale – Interview with Joshua Feast of Cogito

Mon, 20 Feb 2017 15:35:29 +0000

Today’s interview is with Joshua Feast, who is the co-founder and CEO of MIT-spinoff Cogito Corp., that has developed artificial intelligence (AI) technology that delivers real-time emotional intelligence feedback for customer service professionals which helps them have better conversations and build stronger rapport with customers. Joshua joins me today to talk about what they are doing, the science and thinking behind the technology, where it is getting applied and the benefits they are seeing. This interview follows on from my recent interview – Co-creation, innovation and when you should get your customers involved – Interview with Prof. Jan van den Ende – and is number 205 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my interview with Joshua: Joshua’s co-founder is Dr Alex ‘Sandy’ Pentland, who helped to helped create and direct the MIT Media Laboratory and is the author of the best-selling book: Social Physics. Cogito’s focus is to use technology to help people have better phone conversations and build an emotional connection with their customers. Emotional connections with


Media Files:
https://media.blubrry.com/adrianswinscoe/s3-eu-west-1.amazonaws.com/blogpodcasts/JoshFeastCogitoCorp230117.mp3




The emotional component of customer experience: the next competitive battleground – Interview with Qaalfa Dibeehi of Beyond Philosophy

Fri, 13 Apr 2012 11:03:44 +0000

Following hot on the heels from, Great customer service and customer experience requires emotional intelligence – Interview with Jo Causon of The Institute of Customer Service, today I am excited to introduce you to Qaalfa Dibeehi, chief operating and consulting officer of Beyond Philosophy™, a pioneering global customer experience consultancy with offices in London and Atlanta. This interview makes up number eighteen in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. I’ve followed Beyond Philosophy™ for a while now so I was excited when I reached out on Twitter (that social network again!) and Qaalfa if he’d be up for an interview on the blog. When he agreed, I was thrilled and Qaalfa didn’t disappoint. Below are some highlights from our interview: Beyond Philosophy’s™work focuses on board level, CEO, CFO and CMO level in helping companies build great customer experiences. They do 3 things: Strategic guidance – here are the thoughts and here is the design Education – design the programme and the modules and train the trainers Customised research –


Media Files:
http://media.blubrry.com/adrianswinscoe/blogpodcasts.s3.amazonaws.com/QaalfaDibeehiCOOBeyondPhilosophy270312.mp3




Great customer service and customer experience requires emotional intelligence (EQ) – Interview with Jo Causon of The Institute of Customer Service

Tue, 10 Apr 2012 06:43:52 +0000

It’s been a wee while since I’ve published an interview here on the blog. So, following on from the interview, Creating a great place to work is the best business investment decision you could ever make – Interview with Henry Stewart, that I did in early December, today I am excited to introduce you to Jo Causon, the CEO of the Institute of Customer Service, the independent, professional membership body for customer service. This interview makes up number seventeen in the series of interviews with business leaders in the ‘customer’ space, leading authors, thought leaders and general all round good guys and gals, that I think that you will find interesting and helpful in growing your businesses. The rationale for the interview is that I reached out on Twitter to the Institute via Twitter and asked as I thought Jo would have a lot of interesting stuff to say. As my Mum always said: ‘If you don’t ask, you don’t get’. Jo didn’t disappoint. Below are some highlights from our interview: The Institute’s research supports the idea that customer service is becoming the only differentiator or a key differentiator now and in the coming years Yes, we are in an


Media Files:
http://media.blubrry.com/adrianswinscoe/blogpodcasts.s3.amazonaws.com/JoCausonCEOInstituteofCustomerService200312.mp3




How you think about complaints will determine how you deal with them

Fri, 08 Oct 2010 07:00:14 +0000

How we think and feel about things can go a long way to explaining how we behave. For example, if you don’t like sales or networking or you find it hard to ask for help when faced with a problem there is a likelihood that this will manifest itself in how you behave or act when faced with these situations. This is also true of how we deal with customers and complaints. Often, when I am asked to speak on customer service or conduct some training in this area, I ask the following question: What do you and your team say to yourselves and each other when you talk about customers and complaints? The responses I get range from: They are very tricky and try to get us to give them things they haven’t paid for. A lot of them are idiots They stop me doing my work Why can’t they read the instructions as it’s all in there? Their complaints are really very minor They are not very positive It’s usually a problem with our system to They’re really nice people They are easy to talk to They just want us to solve their problem All they really want



Jim Rohn: Work harder on yourself than you do on your job

Thu, 26 Aug 2010 07:25:41 +0000

Adrian is currently away on a holiday adventure so we thought you’d enjoy a dip into the archives to re-visit some posts that you may not have seen. Enjoy. Originally posted on December 4th, 2009 Ever come across that idea that says “work harder on yourself than you do on your job”. This comes from the author Jim Rohn and is what his mentor told him when faced with the prospect of growing his own business. Sage advice indeed. One of the most powerful ways of developing yourself is to understand how we can develop our Emotional Intelligence (EQ). I have had the good fortune of training and working with a leading expert in the field, Dr. Martyn Newman. Here’s a video of him explaining the importance of EQ in life and business. Building your own EQ and that of your team is a great way of building capability in yourself and your team. Do this and you will see rewards through sales, productivity, strategy, customer service, account management and a host of other areas. How is your EQ?



8 Ways to Get More Out of What You’ve Got, Your Team, Hit Your Targets and Still Grow Your Business

Mon, 18 Jan 2010 19:24:41 +0000

We’re not out of the woods yet…. Resources are stretched…. and a lot people are asking: How do I get more out of what I’ve got and my team, hit my targets and still keep my job or grow my business? If you are anybody’s boss, you’ve probably not been a fountain of good news lately and had to deal with redundancies, heavier workloads, budget cuts and an uncertain future. How on earth are you supposed to get more out of the resources to hand, inspire your team, hit your targets and still keep your job or company going? Here is some advice from from our experience of working with CEOs and entrepreneurs within companies of all sizes: Stay Focused – To get through any downturn, rather than turning down the ‘intensity’ of planning, Directors and CEOs need to step up the “intensity” with which they manage. For instance, they should shred annual budgets and instead set targets on a quarterly or monthly basis while the economic uncertainty lasts. This will help keep them and their team keenly focused on the ‘right’ things to do. Be Decisive – Even if you have to tell employees that aspects of your plan



Invest in your own leadership: Invite to a seminar in Central London Jan 22nd

Thu, 07 Jan 2010 09:25:10 +0000

Invite to a seminar on emotional intelligence in leadership