Customers Want to Talk to You, Not a Chatbot with Adrian Swinscoe

Episode notes

In this episode, we’re joined by Adrian Swinscoe of Punk CX, a podcast about all things customer service, experience, engagement, and the employee’s experience. He is a Forbes contributor with a multitude of articles under his belt and is also a member of the European Customer Service Organisation (ECXO). With over twenty-five years of experience, he strives to help companies deliver better customer service and experience in any industry! He is an undisputed expert in her field. They discuss why Adrian likes and writes about CX, why customer service really isn’t all that complicated, even for the bigger brands, how we can start bringing empathy into CX, and the importance of talking to your employees before making any technological decisions. He also shares a story about a time he had a bad customer experience with a delivery company!nnoying, as well as how customer expectations have risen in the last few years. Episode resources: Adrian Swinscoe on LinkedIn Punk CX Forbes Articles: If more is not done to protect agents, customer service standards will fall Is the contact center going to be the next big tech frontier?

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