Transform Your Contact Centre Through Punk CX with Adrian Swinscoe
July 17, 2024
In this episode of Talk Time with MaxContact, Adrian Swinscoe returns to discuss his Punk CX philosophy and its application to the rapidly evolving customer experience landscape. Adrian challenges conventional wisdom in CX, advocating for a more disruptive and innovative approach to improve outcomes for both customers and businesses.
In this thought-provoking episode of Talk Time with MaxContact, host Sean McIvor welcomes back Adrian Swinscoe, the maverick mind behind the Punk CX philosophy. Adrian, author of "Punk CX" and "Punk XL", challenges listeners to rethink everything they know about customer experience in contact centres.
Drawing parallels between the music industry's punk revolution and the need for disruption in CX, Adrian explains how following "best practices" can lead to mediocrity rather than excellence. He advocates for a bold, innovative approach that focuses on creating standout experiences that truly differentiate a brand in the market.
Listeners will come away with practical insights on how to:
Challenge industry norms and "best practices"- Rationalize service channels for improved efficiency and customer satisfaction
- Engage frontline staff in problem-solving and decision-making
- Drive meaningful change, even in risk-averse environments
- Adopt a more innovative and impactful approach to customer experience
Whether you're a contact centre manager, CX professional, or business leader looking to transform your customer experience strategy, this episode offers a fresh perspective that will inspire you to think differently about your approach to CX.
To learn more about MaxContact, and how our customer engagement software helps improve efficiency, drive revenue, and strengthen customer connections, click here: https://www.maxcontact.com
Episode resources
- Adrian Swinscoe’s Website
- Adrian Swinscoe on LinkedIn
- Adrian Swinscoe on Twitter
- Adrian Swinscoe on Instagram
- Punk XL Book
- How to Wow Book
- Punk CX Book
- Punk CX Podcast
If you enjoyed this episode, then please either:
- Subscribe, rate, and review on Apple Podcasts
- Follow on Spotify
- This page shows how to follow, rate and review the show on the major platforms.
Talk Time with MaxContact is handcrafted by our friends over at: fame.so
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Previous guests include: Adrian Swinscoe, Punk CX podcast host and author of How to Wow and Punk CX, Chris Rainsforth, Director of The Forum, and James Vukashin, National Director of Contact Centres at Veezu.
Check out our three most downloaded episodes: