Expert Mode: Bridging the Gap Between Customer Expectations and Brand Experience
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…
#709: The state of CX and the value of hyperpersonalization with Adrian Swinscoe, Punk CX Podcast
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…
348: #348: Customer, Employee, and Business Experience with Adrian Swinscoe, Host of the Punk CX Podcast
Today we’re going to talk about the value of thinking about experience holistically – customers, employees, and the business, so that when it’s done well, everyone wins. To help me discuss this topic, I’d like to welcome Adrian Swinscoe,…
CX Goalkeeper with Adrian Swinscoe – S1E16 is about his book “CX PUNK”
The CX Goalkeeper had a smart discussion with Adrian Swinscoe Adrian is a Customer experience advisor, author, speaker, workshop leader and aspirant punk at Punk CX. We discussed following tracks from his book: With great power comes great…
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