Webinar On-Demand

Punk Rules for Customer Experience Leaders Coming Out of 2020

The fight to achieve a market-leading customer experience (CX) is increasingly feeling like a maelstrom and many firms are struggling to keep up.

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:

  • The gap between CX rhetoric and action and how to not lose momentum
  • The three levels of experience that we should focusing on
  • The emergence of employee self-service and why it’s important

Adrian Swinscoe 

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

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.

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