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CX Files

Dec 14, 2023

Adrian Swinscoe is well known in the CX community as an adviser, speaker, and writer. His Punk CX book argued for a new approach to CX and he also publishes the Punk CX podcast. Adrian also writes about CX in the business magazine Forbes. He is based in Edinburgh, Scotland.

In this conversation with Peter Ryan, Adrian argues for a new approach to designing and managing CX - especially when hiring a customer service specialist. He argues for genuine partnership rather than the traditional client and supplier relationship.

The punk approach is to tear up the traditiional rules and try something new.