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Adrian Swinscoe - Guest Author

Guest Blog by Adrian Swinscoe Empathy is not soft, it’s hard

Empathy is not soft, it’s hard

By Customer Experience

Guest Author: Adrian Swinscoe Last year I published a new book called Punk CX. It came about due to my frustration with the lack of progress with improving customer and employee experience outcomes despite a huge amount of activity, enthusiasm and investment in the experience space. In the book I was calling for a more ‘punk’ approach to customer experience…

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