Expert Mode: Bridging the Gap Between Customer Expectations and Brand Experience

Agile Brand Guide on August 21, 2025

The customer experience (CX) landscape is in constant flux, a dynamic interplay of evolving expectations and technological advancements.  While brands invest heavily in CX initiatives, a multi-year decline in customer satisfaction reveals a widening gap between what customers expect and what brands deliver. This isn’t necessarily a reflection of declining quality, but rather an acceleration of customer expectations that brands are struggling to match.

#709: The state of CX and the value of hyperpersonalization with Adrian Swinscoe, Punk CX Podcast

Agile Brand Guide on July 23, 2025

Agility requires that brands have a fundamental understanding of why they’re doing things, and what customer expectations are, rather than chasing trends and implementing the latest tech. Without this, customer satisfaction will continue to slide, and brands won’t be any closer to knowing what to do to solve for that.

I am here in Edinburgh with my guest today, who has worked with some of the world’s largest brands, written several books, and hosts a great podcast of his own. To talk about a few things today, I’d like to welcome Adrian Swinscoe, Host of the Punk CX Podcast.

The Agile Brand Guide
Powered by  GDPR Cookie Compliance
Privacy Overview

This website uses cookies so that we can provide you with the best user experience possible. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.