#709: The state of CX and the value of hyperpersonalization with Adrian Swinscoe, Punk CX Podcast

Agility requires that brands have a fundamental understanding of why they’re doing things, and what customer expectations are, rather than chasing trends and implementing the latest tech. Without this, customer satisfaction will continue to slide, and brands won’t be any closer to knowing what to do to solve for that.

I am here in Edinburgh with my guest today, who has worked with some of the world's largest brands, written several books, and hosts a great podcast of his own. To talk about a few things today, I’d like to welcome Adrian Swinscoe, Host of the Punk CX Podcast.

About Adrian Swinscoe

Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a 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 Adobe, Apple, Cancer Research UK, Costa Coffee, the UK
Gov’s Crown Commercial Service, ING, Intercontinental Hotel Group, KFC, KPMG, ING, Kramp, Lloyds, Harper Collins, Médecins Sans Frontières, Megger, Microsoft, Nespresso, NowTV, Olympus, Pearson,
Philips, Sky, Talk Talk, and Zoom 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 published an exciting follow-up: Punk XL at the end of 2021.

Adrian Swinscoe on LinkedIn: https://www.linkedin.com/in/adrianswinscoe/

Resources

Punk CX Podcast: https://www.adrianswinscoe.com/ https://www.adrianswinscoe.com/

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