The Global Xperience

“Don’t fake it ‘til you make it. Work it ‘til you make it.”  We close our Global Xperience Women’s Month series with Katalina Dawson, EVP at Branding Arc and Board Member of Women of Debt Relief.  Her journey reflects modern leadership - adaptive, resilient, and built on real experience.  In this episode: • How she addressed bias early in her career and established credibility • A failed project that built lasting confidence • The role of mentorship in accelerating growth • How Women of Debt Relief is creating industry support networks  Timestamps: 0:00 - Introduction 0:32 - From entertainment to executive leadership 2:30 - Working in male-dominated environments 3:13 - Challenging assumptions 6:03 - Mentorship that drives growth 9:14 - Women of Debt Relief 11:15 - Learning through failure 14:35 - Why “fake it ‘til you make it” doesn’t work 

“Comparison is the thief of joy. Benchmark yourself against your own goals.” This week, we sit down with Rebecca Howat, Chief Operating Officer at Charles Tyrwhitt, on what it looks like to grow beyond your job title, and why the next step often comes before you feel fully prepared. In this episode: The “100% vs 60%” application insight, and what it means in real life Why Rebecca took on Warehouse Operations with zero prior experience How her leadership style evolved into building collective team success The importance of non-negotiables, and the confidence to say “no” Upcoming episodes: Subscribe and turn on notifications to catch Part 4 next week.  Timestamps: 0:00 Introduction 0:50 12-year journey: Merchandising to COO 2:30 Moving into Warehousing 4:47 Asking questions as a growth strategy 6:51 The confidence gap: 100% vs 60% 8:31 Leadership evolution 10:04 The power of “no” 11:27 Commercial outcomes with a people-first culture 14:38 Advice for young women 

In Part 2 of our Global Xperience Women’s Month series, we speak with Heather Shoemaker, CEO and Founder of Language.io.  Heather shares insights from more than twenty years in technology and entrepreneurship. She discusses the moment every founder eventually faces: deciding whether to remain fully independent or raise capital to accelerate growth.  Her experience highlights the leadership challenges behind scaling a company while maintaining purpose, values, and personal resilience.  In this episode: • Why Heather left corporate technology to build her own company • The decision between organic growth and venture capital • Maintaining leadership agency under pressure • The realities of leading a company while raising a family  Subscribe to follow the full Women’s Month series. New episodes are released each week.  

Summary:In this conversation, Wanda Mills shares her inspiring journey from a chat agent to a senior director, emphasizing the importance of knowledge, confidence, and mentorship in achieving career success. She reflects on her evolving leadership style, the significance of community, and her desire to empower the next generation of women in the workforce.Key Takeaways:Wanda's journey began as a chat agent and evolved into senior leadership roles.Knowledge is a key driver of confidence and career advancement.Mentorship from women has been crucial in Wanda's career.Leadership styles can evolve significantly over time.Building a supportive community is essential for success.Wanda emphasizes the importance of continuous learning and upskilling.Women today face fewer barriers than in the past.It's important to invest time in young talent eager to learn.Wanda encourages young women to seek advice and be curious.The community around you should evolve as you grow.Chapters:00:00 Celebrating Women's Leadership06:00 The Journey to Leadership11:59 Evolving Leadership Styles15:58 Empowering the Next Generation

Summary:In this episode of The Global Xperience, Bryce Cressy sits down with Mikkel Andreassen, Director of Solutions & CX Advisory at Dixa, to explore the shift from ticket-based customer service to conversation-led, relationship-driven CX. Mikkel shares his journey from agent to BPO leader to software provider, and how that “other side of the fence” perspective reshaped his understanding of service technology.The conversation dives into Dixa's philosophy of “customer friendship” — building platforms around the user, not the ticket ID — and why omnichannel context is critical to loyalty and CSAT. They unpack the architectural differences between legacy systems and user-centric design, the growing role of agentic AI in workflow orchestration, and why customer service still struggles to prove ROI compared to marketing.Using examples like Charles Tyrwhitt, they explore what premium service at scale really requires: context, orchestration, and AI working in the engine room — not just deflecting simple queries. The episode closes with reflections on retention vs acquisition, frontline data as a strategic asset, and what it truly takes to move service from cost center to retention engine.00:00 AI focus in the engine room: where Dixa is investing00:22 Welcome & episode framing01:23 Mikkel’s background: from agent to CX advisory02:30 Switching from operator to software provider04:20 BPO perspective & understanding tech friction05:20 Dixa origin & “customer friendship” philosophy07:01 Ticket ID vs user ID: architectural differences09:33 Relationship-driven service & scaling context11:47 The three data pillars agents need (channel, purchase, knowledge)12:51 Omnichannel frustration & repetition killing CSAT14:24 Retention vs acquisition: reality vs theory16:16 Can service become a revenue center?18:37 Unlocking product feedback & frontline data20:38 What makes Dixa “agentic”23:06 AI focus: workflows, insights & orchestration23:48 Charles Tyrwhitt case & premium CX alignment26:01 CSAT lift through contextual enablement28:06 Rapid-fire with Mikkel (NFL, Sherlock, role model)30:00 Innovation Lab & why Dixa needs to be experienced31:39 Confidence in platform differentiation32:08 Closing reflections & partnership outlookLinks:LinkedIn (Mikkel Andreasen): https://www.linkedin.com/in/mikkel-andreassen-4603b74a/Dixa: https://www.dixa.com/

Send us a textSummary:In this episode, we sit down with Jeff Janzen, VP of Strategic Growth & Partnerships at Laivly, to get past the keynote glitter and into the messy reality of AI in the contact center. Jeff traces Laivly’s evolution from an internal BPO tech team to a standalone platform and explains why the post-GPT era flipped the script from “Do we need AI?” to “Which AI actually works?” We dig into AI-washing, how to vet vendors, and why adoption—not algorithms—is the real bottleneck. Jeff shares how Laivly’s desktop overlay (“Sidd”) avoids heavy integrations, speeds time-to-floor, and frees agents to focus on customers—lifting CSAT, FCR, and cutting handle time. We talk playbooks, leadership buy-in, training for tenure, and the danger of over-planning instead of launching and iterating. The conversation wraps with pragmatic advice on buying AI: get strategic, start small, and prioritize operationalization.00:00 Why AI isn’t a hard sell anymore01:13 Welcome & episode framing02:31 Laivly origin: from BPO team to platform05:39 The GPT moment & market shift08:01 AI-washing and how to vet vendors10:17 Many pilots, few wins—what’s going wrong11:26 Implementation fears, security, and integration-light deployment15:32 Adoption phases & top-down leadership buy-in18:37 Do agents really benefit? Metrics and realities22:27 Pilot results: AHT down, CSAT/FCR up; agent sentiment23:23 “Sidd” gets personified: training anecdotes24:15 Tuning for tenure: Sidd Studio & configurable guidance27:03 Rapid-fire with Jeff (superpower, snacks, theme song)29:26 What Laivly wants agents to feel30:00 Buying AI: common mistakes (strategy vs. over-planning)32:57 Start now, iterate: avoiding 12–18 month paralysis34:04 Overlay advantage across mixed CRMs/CCaaS35:58 Partnership notes & gratitude36:04 Conclusion and key takeawaysLinks:LinkedIn: https://www.linkedin.com/in/jeffjanzen/Website: https://www.laivly.com/

Send us a textEpisode Summary: In this episode, we interview Evan Siegel, who transitioned from a 16-year career in retail banking to eGain, where he leverages AI, machine learning, and knowledge management to enhance customer experiences. Discussing the challenges of outdated tools in contact centers and how modern knowledge management systems powered by generative AI can solve these issues. Evan emphasizes the importance of a single source of truth in knowledge management and shares insights on how AI can reduce costs and improve customer service across industries. We also delve into specific strategies for financial institutions and the benefits of implementing AI-driven customer service solutions. The conversation wraps up with a look at the Virtual Financial Coach, Evan's initiative at eGain to democratize financial advice. Tune in to discover the future of customer service and how technology can transform the industry.00:53 Meet Evan: From Banking to AI01:37 Challenges in Contact Centers03:26 The Role of AI in Customer Service05:46 AI's Impact on Cost Reduction08:08 The Future of Contact Centers10:28 Self-Service and Customer Preferences12:34 Migrating Knowledge Bases in Financial Institutions16:30 Risks and Solutions in AI Implementation20:42 The Importance of Prompt Engineering21:16 Analytics in AI and Customer Service23:05 Getting Started with AI in Your Company23:19 Generative AI Hype and Realistic Expectations24:36 Strategic Implementation of Generative AI26:05 Buy vs. Build: Making the Right Choice28:40 The Journey of Virtual Financial Coaching 34:06 Rapid Fire Questions with Evan36:34 Conclusion and Key TakeawaysLinks: LinkedIn: https://www.linkedin.com/in/evan-siegel-ab436845/ Website: https://www.egain.com/ 

Send us a textEpisode Summary:In this episode, we chat with Jon Arnold, founder of an independent tech analyst company and an expert in communications technologies, about the future of AI and its strategic impacts on the industry. Jon discusses the potential backlash against AI, the dominance of big tech players, and the importance of understanding business problems when choosing technology solutions. He also shares insights on the evolution of VoIP to unified communications (UC) and the exciting trends in UCaaS, including virtual assistants, knowledge management, and immersive collaboration. The episode wraps up with rapid-fire questions revealing Jon's personal interests and his cautious yet optimistic view on AI's role in the tech industry.Key Highlights:-          Jon Arnold's Journey into Technology Analysis: Jon begins by elaborating on his unconventional journey into technology analysis and emphasizes the importance of timing and building expertise in emerging technologies.-          The Evolution of Unified Communications: The conversation covers the evolution and future trends of Unified Communications (UC), particularly the role of AI in enhancing UC's capabilities.-          Zoom's Competitive Edge and Innovations: Jon touches on Zoom's strategic moves to compete with tech giants like Microsoft and Google, highlighting their innovative approach.-          Choosing the Right Technology for Your Business: Jon offers advice on how businesses can navigate the crowded AI and UCaaS market, stressing the importance of focusing on problem-solving rather than just technology.-          AI, Privacy, and Security Concerns: The discussion also delves into significant privacy and security concerns associated with AI, the necessity of regulation, and the dominance of big tech companies.-          Rapid Fire Questions with Jon Arnold: Uncover some interesting titbits about Jon through our short segment.-          Jon Arnold's Unpopular Opinions on AI and Big Tech: Jon shares his cautionary views about AI and its potential backlash.Links:LinkedIn: https://www.linkedin.com/in/jarnoldassociates/Website: https://www.jarnoldassociates.com/Podcast: https://www.watchthisspace.tech/

Send us a textEpisode Summary:In this episode we sit down with Declan Ivory, VP of Customer Support at Intercom, and with extensive experience in leading customer support operations, Declan shares his expertise on integrating AI into customer service to create more meaningful and efficient customer interactions.Key Highlights:AI Co-Pilot, Agent, and Analyst: Understanding the roles and impact of these AI technologies in customer support.Transforming Customer Support: How AI is changing the way support teams operate and the skills required.Best Practices and Thought Leadership: Collaborating with customers to define best practices in the evolving AI landscape.Human-AI Collaboration: Enhancing customer interactions by combining AI efficiency with human problem-solving skills.The Future of Contact Centers: Predictions on how AI will reshape contact centers, including tiered support models and capacity planning.Continuous Improvement: The importance of knowledge management and content creation in maximizing AI effectiveness.Intercom's AI Vision: Insights into Intercom's AI-first approach and its commitment to innovation in customer support.Extra Links:Connect with Declan Ivory Website: Intercom.com 

Send us a textEpisode Summary:In this episode, we chat with Dan Gingiss, a customer experience expert and keynote speaker, about the pivotal role of social media in customer service. Dan shares his journey from corporate America to becoming a thought leader in customer experience, emphasizing the importance of engaging with customers on social media platforms. We delve into the value of creating memorable "wow" moments versus maintaining consistent service, and Dan provides actionable insights for brands to improve their customer interactions. Additionally, Dan shares some personal anecdotes, including his surprising stint as a singer at major league baseball games and his connection to famous 80s movies.Key Highlights:The Evolution of Social Media in Customer Service: Dan discusses how social media has transformed customer service by giving customers a powerful voice and brands a direct channel for engagement.Importance of Omnichannel Approach: The need for brands to be present on various social media platforms like WhatsApp, Instagram, and Facebook Messenger to meet customers where they are.Creating 'Wow' Moments: Balancing between consistently good service and delivering unexpected, memorable experiences that turn customers into advocates.Fixing Pain Points: The significance of addressing common customer complaints and issues to improve overall satisfaction, as exemplified by Dan's experience at Discover.Inspiration Beyond Industry: Encouraging brands to look outside their industry for innovative ideas to enhance their customer experience.Personal Touch: Dan’s unique tactic of singing during his keynotes engages and surprises his audience, demonstrating the power of unexpected positive experiences.South African Trivia: See how well Dan knows South Africa.Extra links or connect with guests:Website: https://dangingiss.com/LinkedIn: https://www.linkedin.com/in/dangingiss/Instagram: https://www.instagram.com/dgingiss?igsh=cXZrbzJ6cWszbjZy 

Send us a textEpisode Summary: Join us as we dive into the critical aspects of customer experience with David Avrin, a leading expert, speaker, and author of "Why Customers Leave (And How to Win Them Back)." David shares his journey from observing rigid organizational policies to becoming a customer experience advocate. In this episode, we discuss practical strategies to simplify business processes, the importance of leadership in driving customer-centric change, and how businesses can future-proof themselves by being ridiculously easy to do business with.Key Highlights:The transition from rigid policies to customer advocacy.The power of using everyday examples to illustrate better business processes.The necessity of CEO buy-in and leadership-driven initiatives to embed customer experience in the company’s DNA.Simplifying processes for better customer engagement.Importance of flexibility.Aligning business operations with customer expectations and remaining competitive through continuous improvement.Trivia and fun facts, Avrin participates in a South African trivia quiz and shares interesting facts about his birthplace. Connect with David Avrin:Website: DavidAvrin.comLinkedIn: David AvrinTwitter: @DavidAvrinDavid Avrin's Book: "Why Customers Leave (And How to Win Them Back)"Extra Links:Other Books by David Avrin: "Invisible Advantage"https://www.davidavrin.com/books 

Send us a textEpisode Summary: Join us as we delve into the fascinating world of customer experience with renowned expert Joey Coleman. From unraveling the mysteries behind buyer's remorse to exploring the nuances of global customer service, this episode is packed with insights to transform your approach to customer interactions. Joey Coleman is a customer experience expert, speaker, and author of the bestselling books "Never Lose a Customer Again" and "Never Lose an Employee Again." With a wealth of experience spanning numerous industries and countries, Joey brings a unique perspective to the world of customer service and retention.Key Highlights:Understanding the science behind buyer's remorse and its impact on customer satisfaction.Exploring memorable customer experiences across different countries and cultures.Tips for businesses to address buyer's remorse and reaffirm customer decisions.Joey's personal experiences and insights from traveling to 54 countries worldwide.The importance of aligning customer service with brand philosophy and employee capabilities.Connect with Joey Coleman:Website: JoeyColeman.comLinkedIn: Joey ColemanTwitter: @thejoeycolemanJoey Coleman's books: "Never Lose a Customer Again" and "Never Lose an Employee Again." 

Send us a textEpisode Summary: Join us in a thought-provoking conversation with Olga Potaptseva, a leading CX advisor, speaker, and founder of CX Panda, the first CX knowledge base. In this episode, we delve into the essence of customer centricity, its impact on customer experience, and the unique challenges and opportunities it presents in the African context. Olga shares her wealth of experience, insights into the African market, and stories that highlight the continent's dynamic approach to customer experience.Key Highlights:Introduction to Olga Potaptseva and CX Panda: Discover Olga's journey into customer experience and the creation of CX Panda.Customer Experience vs. Customer Centricity: Understanding the difference and how they complement each other in business strategy.The Role of Leadership in Fostering Customer Centricity: Insights on achieving company-wide customer centricity through leadership support.CX in Africa - Insights and Trends: An exploration of customer experience trends in Africa, including digital transformation, financial inclusion, and the importance of localizing customer experiences.The Power of Resilience and Adaptability in African CX: Learn how African businesses and consumers adapt to challenges, making the continent a hub of innovation and growth.Supporting Small Businesses through Customer Experience: Discussion on how small businesses can compete by offering personalized customer experiences and the challenges of scaling customer centricity.South African Trivia with Olga: A fun and educational trivia segment testing Olga's knowledge of South Africa.Resources Mentioned:CX Panda - Olga's CX knowledge base platformConnect with Olga:·       LinkedIn: https://www.linkedin.com/in/olga-potaptseva/ ·       Website: eucustomerconsultancy.com ·       YouTube: https://www.youtube.com/@cxpanda 

Send us a textEpisode Summary: In this episode, we delve into the innovative world of behavioral analytics with Jonathan Hawkins, founder, and CEO of Anthrolytics. Join us as Jonathan discusses the impact of digital empathy in the customer experience (CX) and employee engagement landscape, and how Anthrolytics is revolutionizing the way businesses interact with their customers and employees.Key Highlights:Jonathan Hawkins: Learn about Jonathan's background as a lecturer, and serial entrepreneur, and his role at Anthrolytics.Anthrolytics - Fusion of Behavioral and Data Science: Discover how Anthrolytics uses behavioral and data science to predict customer and employee behaviors and emotions.The Importance of Empathy in CX and Employee Engagement: Jonathan emphasizes the significance of empathy in creating positive customer experiences and enhancing employee wellness.Digital Empathy at Scale: Explore how Anthrolytics enables businesses to apply empathy digitally and at scale, improving interactions with customers and employees.The Contact Center Environment: Insights into the challenges faced by contact center agents and how understanding their emotional state can lead to a better work environment and customer service.Fun South African Trivia: Jonathan takes part in a South African trivia quiz, showcasing his knowledge about the country.Wild Turkey Encounter: A lighthearted story from Jonathan about encountering wild turkeys in Massachusetts. Learn more about how to infuse empathy into your business processes by following Jonathan Hawkins on LinkedIn and visiting Anthrolytics' website (links in show notes). Resources Mentioned: ·       Anthrolytics Website: https://www.anthrolytics.io/ Connect with Jonathan Hawkins:·       LinkedIn: linkedin.com/in/jonathan-anthrolytics ·       YouTube: https://www.youtube.com/@DigitalEmpathy

Send us a textEpisode Summary: In this episode, we welcome Dennis Wakabayashi, a renowned customer experience journalist, MC, keynote speaker, consultant, and podcast host. Join us as we dive into an insightful conversation about the world of customer experience (CX), Dennis' journey in the field, and his unique perspectives gained from global experiences.Key Highlights:Introduction to Dennis Wakabayashi: Dennis shares his background, including his roles as a customer experience consultant and podcast host of 'CX in the Wild' and 'The CX Tea Show'.Dennis' Journey to CX: Discover how Dennis' early life experiences shaped his interest in customer experience and human interactions in business.Insights on South African Call Centers: Dennis discusses his views on the unique aspects of call centers in South Africa, emphasizing their empathy, resilience, and impact on the global economy.Gratitude and Ubuntu in CX: Explore how gratitude and the concept of Ubuntu play a crucial role in the effectiveness of South African call center agents.CX Predictions for 2024: Dennis shares his predictions for the future of CX, including the standardization of CX business practices and certifications.Dennis' Podcasts: Learn about the spontaneous and unscripted nature of 'CX in the Wild' and the innovative approach of 'The CX Tea Show'.Trivia and Fun Facts: Dennis participates in a South African trivia quiz and shares interesting facts about his birthplace - Denver, Colorado.Connect with Dennis: ·       LinkedIn: linkedin.com/in/denniswakabayashi·       YouTube: https://www.youtube.com/@cxcreator·       Website: denniswakabayashi.com·       Instagram: instagram.com/whatisdennisdoing·       Twitter: twitter.com/cxcreator

Send us a textEpisode Summary: Join us in this episode as we welcome Stacy Sherman, a leader in customer experience (CX). Stacy, founder of Doing CX Right, shares her insights and experiences in enhancing CX through various roles including professional speaker, strategic advisor, coach, author, and podcast host.Key Highlights:Introduction to Stacy Sherman: Discover Stacy's multifaceted roles and her journey in the world of customer experience.The birth of Doing CX Right: Learn how Stacy's small blog evolved into an influential platform for sharing actionable CX tips and insights.Empowering customer service agents: Stacy emphasizes the importance of empowering customer service agents and the impact of leadership on agent performance and job satisfaction.Challenges in delivering effective CX: Stacy discusses common challenges in the contact center space, including agent attrition and the need for continuous training and support.Digital empathy and AI in CX: Explore the role of AI in enhancing empathy in customer interactions and improving the efficiency of CX processes.Predictions for the future of CX: Stacy shares her vision of a future where humans and AI collaborate to deliver exceptional customer experiences.Stacy's ideal customer service experience: Gain insights into what constitutes excellent customer service from Stacy's personal experiences.Segment: South African trivia: We test Stacy’s knowledge of South Africa!Connect with Stacy: LinkedIn: https://www.linkedin.com/in/stacysherman/ Podcast: DoingCXRight.com/Podcasts Blog: DoingCXRight.com/Blog Amazon Books: amazon.com/author/stacysherman YouTube: https://www.youtube.com/@doingcxrightNews & Media: doingcxright.com/news-media

Send us a textEpisode Summary: In this enlightening episode we sit down with the renowned Shep Hyken, a leading voice in customer experience, New York Times bestselling author, and keynote speaker. Shep shares insights beyond his CX expertise, including his hobbies and the philosophy that shapes his approach to customer experience. Dive deep into Shep's journey from performing magic shows at a young age to becoming a CX legend; his perspective on the evolution of customer service and his predictions for the future of CX. Key Highlights: 1.     The man behind the CX expert: We touch on Shep's hobbies, including playingguitar, performing magic tricks, and playing ice hockey, underscoring theimportance of fun in life and work. 2.     A journey into customer experience: Learn how Shep's early experiences withmagic shows laid the foundation for his customer service philosophy,emphasizing appreciation, feedback, and continuous improvement. 3.     Shep's literary contributions: Explore the motivations and key takeawaysfrom Shep's books, particularly "I'll Be Back", focusing on theimportance of customers returning as the ultimate metric of business success. 4.     Adapting to technological advances: Shep discusses the significant impact of AIand generative AI on customer service, predicting increased comfort andadoption among consumers in interacting with AI-driven services. 5.     Fundamental CX principles: Reiterating the essence of being nice and thephilosophical approach to customer service and experience as a culturalidentity of a company. 6.     Segment: South African trivia: Shep tests his knowledge about South Africa,reflecting on his travels and experiences.  Resources mentioned:  Website: hyken.com  Customer Service training: TheCustomerFocus.com  Connect with Shep Hyken:  LinkedIn: https://www.linkedin.com/in/shephyken/ YouTube: https://www.youtube.com/@ShepHykenSpeaker  Articles: https://hyken.com/topic/sheps-articles/  Books: https://hyken.com/store/ 

Send us a textEpisode Summary: In this episode, we welcome Annette Franz, an award-winning coach, keynote speaker, author, and founder of CX Journey. With over 30 years in the industry, Annette shares her expertise in creating impactful customer and employee experiences, discussing her journey and her books "Built to Win" and "Customer Understanding."Key Highlights:Introduction to Annette Franz: An overview of Annette's extensive career in customer experience and her work with CX Journey.Inspiration Behind Her Books: Annette reveals what motivated her to write "Customer Understanding" and "Built to Win," focusing on the importance of a customer-centric culture.Impact of Employee Experience on CX: Discussion on the crucial role of employee experience in shaping customer interactions and business success.Importance of Effective Communication: Annette shares personal experiences to highlight how communication is key in both employee training and customer interactions.Customer Journey Mapping: Insights into the process of customer journey mapping and its importance in understanding and improving the customer experience.Connecting Employee and Customer Experience: Annette emphasizes the interconnectedness of employee and customer experiences and how focusing on one benefits the other.Cultural Foundations of CX: The critical role of organizational culture and leadership in establishing and sustaining effective customer experience strategies.Segment: South African Trivia: Annette participates in a South African trivia quiz and shares interesting facts about America.Resources Mentioned: Link to her books “Built to Win” & “Customer Understanding”: https://annettefranz.com/books/Connect with Annette:  LinkedIn: linkedin.com/in/annette-franz Website: cx-journey.com/  Personal Website: https://annettefranz.com/ 

Send us a textEpisode Summary: In this episode, we dive deep into the world of customer experience with Adrian Swinscoe, a renowned customer experience advisor, author, speaker, and workshop leader. Join us as Adrian shares insights from his journey, his perspective on the evolution of customer service, and the role of technology and organizational transformation in creating exceptional customer experiences. From the streets of Edinburgh, Scotland, to the global stage, Adrian brings a unique blend of expertise and punk ethos to the conversation.Key Highlights:Introduction to Adrian Swinscoe: Learn about Adrian's background, from his roots in economics and teaching to his influential work in customer experience.The Journey to Customer Experience: Discover how Adrian's diverse career and personal frustration with bad service led him to focus on improving customer experiences.Insights from "Punk CX" and "Punk XL": Adrian discusses the core ideas behind his books and the need for a more rebellious approach to customer experience.The Art of Customer Experience: Exploring the balance between process and creativity in delivering memorable customer interactions.Evolving Customer Experience: Adrian shares his thoughts on the future of customer service, the impact of technology like generative AI, and the importance of focusing on the present to build for tomorrow.The Role of Organizational Transformation: A discussion on how internal change is crucial for adopting new technologies and improving customer experiences.Adrian's Approach to Learning and Insight Gathering: Tips on staying informed and curious in the ever-changing landscape of customer experienceSegment: South African trivia: We test Adrian's knowledge of South Africa!Resources Mentioned:Adrian Swinscoe's WebsiteConnect with Adrian:LinkedIn: linkedin.com/in/adrianswinscoeForbes Column: forbes.com/sites/adrianswinscoe/ All his links: linktr.ee/adrianswinscoe Books:  How to Wow - https://tr.ee/TtozRS78-Q Punk CX - https://tr.ee/4MsP228QKS Punk XL - https://tr.ee/GrIObYbalE