Already there were so many innovations and priorities to juggle with artificial intelligence, automation, big data, omnichannel, personalisation, behavioural science, privacy, security, ROI challenges – and then the pandemic hit.
2020 forced us to collapse the gap between rhetoric and activity. Punk CX is going on - people had to bootstrap their way through enormous changes in days rather than years.
In this webinar, in a punchy, colourful and no-nonsense way, CX expert and best-selling author Adrian Swinscoe explores some of the challenges businesses face and what they should be doing about them, and also explores:
Adrian is an independent advisor, speaker and best-selling author on customer service, experience and engagement. He has worked with a range of well known brands as well as numerous fast-growing and entrepreneurial firms. He also has published a best-selling book (April 2016 – Pearson) called How To Wow and have recently published a new one: PunkCX.
Ed Creasey is Calabrio’s Director of Pre-Sales for the International market. He brings 28 years of experience in the Contact Centre and Customer Experience industry to the table.