S4e16 The Punk Experience Leadership Edition with Adrian Swinscoe
James chats with Adrian Swinscoe, described as an experimental CX thought leader and visionary, best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk.
He has been growing and helping develop customer-focused large and small businesses for over 25 years now.
His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Nespresso, Pearson and Costa Coffee as well as numerous tech vendors and many smaller and medium sized businesses.
Adrian is a frequent writer, podcaster and speaker on all things related to customer service and experience.
He published a best selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson), published a genre busting book: Punk CX in 2019 and has just published an exciting follow up: Punk XL at the end of 2021.
They discuss developing trust at a distance, the customer’s experience, adapting and adjusting, being number one, starting with the end in mind, the changing agenda, experience leadership, finding the answer, punk rock, and Big Ass Fans.
Forbes column: www.forbes.com/sites/adrianswinscoe/