Watch CX expert Adrian Swinscoe and CGS COO John Samuel as they share practical CX tactics and AI strategies that help mid-market leaders out-serve the giants. The discussion focuses on real-world frameworks, executional guidance, and proven approaches you can apply immediately to strengthen customer experience and operational performance.
Why watch
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Build a practical CX framework: Get a simple, repeatable model to prioritize fixes, link CX to revenue, and rally teams around measurable improvements.
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Real-world AI wins for mid-market leaders: Discover proven AI use cases that streamline CX operations while enhancing customer satisfaction.
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Prove ROI with the right metrics: Learn which metrics matter at mid-market scale and how to report progress that wins budget and executive support.
Meet our speakers
Adrian Swinscoe, CX Advisor & Bestselling Author
Adrian is a CX thought leader, Forbes contributor, and best-selling author with over 25 years of experience helping brands like Adobe, Apple, and Microsoft improve customer experience. A sought-after speaker and advisor, he challenges businesses to rethink CX through innovation, AI, and human-centered strategies.
John Samuel, Chief Operating Officer, CGS
John leads digital transformation, IT, and cybersecurity strategies to drive operational excellence. With 20+ years in tech leadership, he has managed global shared services, workforce management, and AI-driven contact center operations, ensuring brands stay ahead in today’s evolving CX landscape.
Who should watch
For mid-market leaders ready to use AI and CX to out-serve the giants.
Who should watch:
Mid-market CX, Operations, and Contact Center Leaders
Executives in Technology, Retail, Fintech, Healthcare, and Consumer Goods
Senior leaders driving digital & AI transformation