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Revolutionizing Customer Experience | Adrian Swinscoe
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Episode Summary:
In this episode, we dive deep into the world of customer experience with Adrian Swinscoe, a renowned customer experience advisor, author, speaker, and workshop leader. Join us as Adrian shares insights from his journey, his perspective on the evolution of customer service, and the role of technology and organizational transformation in creating exceptional customer experiences. From the streets of Edinburgh, Scotland, to the global stage, Adrian brings a unique blend of expertise and punk ethos to the conversation.
Key Highlights:
- Introduction to Adrian Swinscoe: Learn about Adrian's background, from his roots in economics and teaching to his influential work in customer experience.
- The Journey to Customer Experience: Discover how Adrian's diverse career and personal frustration with bad service led him to focus on improving customer experiences.
- Insights from "Punk CX" and "Punk XL": Adrian discusses the core ideas behind his books and the need for a more rebellious approach to customer experience.
- The Art of Customer Experience: Exploring the balance between process and creativity in delivering memorable customer interactions.
- Evolving Customer Experience: Adrian shares his thoughts on the future of customer service, the impact of technology like generative AI, and the importance of focusing on the present to build for tomorrow.
- The Role of Organizational Transformation: A discussion on how internal change is crucial for adopting new technologies and improving customer experiences.
- Adrian's Approach to Learning and Insight Gathering: Tips on staying informed and curious in the ever-changing landscape of customer experience
- Segment: South African trivia: We test Adrian's knowledge of South Africa!
Resources Mentioned:
Connect with Adrian:
- LinkedIn: linkedin.com/in/adrianswinscoe
- Forbes Column: forbes.com/sites/adrianswinscoe/
- All his links: linktr.ee/adrianswinscoe
- Books:
How to Wow - https://tr.ee/TtozRS78-Q
Punk CX - https://tr.ee/4MsP228QKS
Punk XL - https://tr.ee/GrIObYbalE
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