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:
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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: [ Ссылка ]
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Episode resources
• Adrian Swinscoe’s Website ([ Ссылка ])
• Adrian Swinscoe on LinkedIn ([ Ссылка ])
• Adrian Swinscoe on Twitter ([ Ссылка ])
• Adrian Swinscoe on Instagram ([ Ссылка ])
• Punk XL Book ([ Ссылка ])
• How to Wow Book ([ Ссылка ])
• Punk CX Book ([ Ссылка ])
• Punk CX Podcast ([ Ссылка ])
If you enjoyed this episode, then please either:
• Subscribe, rate, and review on Apple Podcasts ([ Ссылка ])
• Follow on Spotify ([ Ссылка ])
• This page ([ Ссылка ]) 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 ([ Ссылка ])
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:
• Motivating your Contact Centre Team to Improve Performance with Jayne Halton
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• How to Unleash the Power of Contact Centre Professionals with Chris Rainsforth
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• Redefining Contact Centre Leadership with Clayton Drotsky ([ Ссылка ])
