How do we deliver customer experience in a way that's meaningful and that people want to listen to? When average seems to be not cutting it, we need something that makes us stop and think and grabs our attention. Customers demand it, organizations demand it. As professionals, we should demand it as well. Adrian Swinscoe, the author of Punk CX, talks about am in your face customer experience that gets down to the brass tacks. He dives into the process of writing his visual extravaganza book, and touches on resilience, KPIs and metrics, effective leadership, and the Law of Three Craps.
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