Adrian Swinscoe writes about customer service, experience and engagement and what it takes to deliver the sort of outcomes that both customers and brands crave. He has been exploring these areas and themes on Forbes since 2013. Described as an experimental CX thought leader and visionary, in addition to his articles on Forbes and a long-running podcast, Swinscoe has authored several books, including a best-selling 2016 book called How To Wow, a genre-busting 2019 book called Punk CX, and an exciting follow-up called Punk XL at the end of 2021. Follow Swinscoe for continued coverage of the customer service and customer experience space.