Discover a new perspective on customer experience with Adrian Swinscoe, a multifaceted CX expert.
In this episode, Lauren Wood dives into Adrian’s unique approach to customer experience, exploring his punk perspective on revolutionizing CX strategies. Adrian shares insights from his experience as an advisor, speaker, author, and podcast host, challenging conventional CX methods.
Join us as we delve into the critical aspects of customer experience, the role of innovative technologies, and the importance of adopting a punk mindset to stand out in today’s competitive market. Adrian’s approach emphasizes simplicity, customer-centricity, and breaking free from traditional frameworks to create impactful customer experiences.
Tune in to gain invaluable insights on transforming your CX approach and driving meaningful business outcomes. Adrian’s expertise and unique perspective are a must-listen for anyone looking to elevate their customer experience game.
If you enjoyed this episode, please be sure to rate our show on Spotify and Apple Podcasts.
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Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess
(00:00) Preview and Introduction
(00:50) Introducing Adrian Swinscoe
(02:05) The Concept of Punk CX
(06:41) Addressing CX Challenges
(10:32) Successful Customer Experience Stories
(15:11) Apple’s Retail CX Strategy
(18:08) Importance of Basic CX Principles
(23:35) Building Future-focused CX
(27:14) Employee Experience and Its Impact
(31:00) Role of Leadership in Transforming CX
(39:03) Embracing Empathy in CX
(42:03) Resources for CX Leaders
(45:14) How Do You Engage with Frontline Teams?
(48:06) Final Advice for CX Leaders
#33 The Power of Proximity in Enhancing Customer Experience
#32 Useful Ways To Think About The Relationship Between Customer and Employee Experience
#31 The Monumental Power of Genuine Empathy as a CX Tool
#30 What Are The Biggest CX Mistakes and How To Avoid Them
#29 How To Achieve Championship Level CX with PGA Tour Superstore's CMO
#28 AI and the Driving Experience: Enhancing EVs Through Smart Technology
#27 New Report Reveals Trends and Challenges for the Industry
#26 Secrets to Great Service at Quick-Service Restaurants
#25 How Breeze Airways is Proving You Can Create Superior Flying Experiences
#24 Customer Experience Resurgence: The MoviePass Story
#23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement
#22 Advice for Harmonizing Business-Customer Relationships
#21 Accessibility in Focus: Fable's CEO Talks Design and Impact
#20 Insights on Prioritizing Customer Experience for Sustainable Growth
#19 The Ultimate Guide to Ecommerce CX
#18 Innovation in Education: Duolingo's Approach to Immersive Learning with Megan Bednarczyk
#17 Rudi Khoury - Empower Your Team, Transform Customer Service: Fisher & Paykel's Revolutionary Approach
#16 Ethan Beute - The Heart of Customer Experience: Human Emotion and Artful Communication
#15 Jim Roth's Masterclass on Salesforce's Customer Success Strategies
#14 Chris Ho's Secret to The Art of Delegation and Customer Experience
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