Customer Experience is growing up. As it is entering adulthood, it also might be losing its edge. We talk with Adrian Swinscoe about how to make CX more Punk Rock. In his book "Punk CX", Adrian tries to bring CX back to its roots. Getting rid of the overproduction, the reliance on metrics, and profit primary focus, CX might find its way back from normality and embrace its punk rock foundation.
Punk is more than songs; it is an ethos, as well as an aesthetic. The punk lifestyle and its music is all about attitude, and fighting against norms, traditional dogma, social injustice, and intolerance. It strives to move outside of how things have always been done, as well as being cautious of authority. The more society tells you that you should be doing something, the more likely you are to see punks heading in the other direction.
Today we’re talking with Adrian Swinscoe, customer experience guru and author of the book Punk CX, which draws on his love of the punk lifestyle and culture to make the case that we need to rethink the overly bureaucratic and out of touch consumer experience apparatuses of many corporations. He advocates for DIY, democratic, back to basics cultural approach.
So, sit back, put on your headphones, break out your torn jean jacket, metal studs, spiked piercings, and Punk attitude, and listen to Adrian talk about how to make CX more Punk Rock.