About the Book
Emerging in the 1970s, prog rock was often accused of being overly technical, too elaborate, not focused on its audience and often in danger of disappearing up it’s own a---!
One could argue that the service and experience space is starting to exhibit some of the same characteristics namely it’s in danger of becoming overly technical, benchmarked, frameworked, measured, codified, certified, specialized and functionalized etc etc.
Punk exploded out of the back of prog rock with it’s democratic, DIY, back to basics approach that inspired both a cultural and musical movement and change in mindset. It dared to be different and was OK with the fact that not everyone liked that.
So, is it time to consider what a punk rock version of CX would look and feel like, particularly given that many reports suggest that around 70 percent of customer experience projects fail to deliver on their promises? If so, what would that look and feel like.
Adrian Swinscoe in his new book ‘Punk CX', tackles some of these questions and shares some key insights and practical takeaways that will allow you harness your inner punk and transform your own customer experience.
Adrian Swinscoe is a best-selling author, Forbes contributor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for over 20 years now. His clients have included the UK Government’s Crown Commercial Service, Sky, NowTV, ITV, Apple, KFC, Pega, Philips, Cancer Research UK, Talk Talk, Gazprom, CIMA, IHG, Olympus, Harper Collins, Microsoft, Pearson, Consumers International and Costa Coffee amongst others. Adrian is a frequent writer, podcaster and speaker on all things related to customer experience. He published a best selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and recently published an exciting new book: Punk CX. You can find out more about Adrian via: - Blog: http://www.adrianswinscoe.com - Forbes column: http://www.forbes.com/sites/adrianswinscoe/ - LinkedIn profile: http://uk.linkedin.com/in/adrianswinscoe and - Twitter: http://twitter.com/a