In this Coach’s Corner, our CEO, Dan McCann, sat down with Adrian Swinscoe, a globally recognized CX advisor and creator of PunkCX, to explore how organizations can rethink customer experience, coaching, and leadership by challenging conventional approaches and putting people back at the center.
Together, they dive into:
- Why overly standardized coaching can create “human robots,” and how organizations can balance consistent processes with individualized development.
- Why more technology, data, and AI do not automatically create better CX, and how leaders can ensure these tools enhance rather than undermine the human experience.
- The biggest gaps in coaching today, including excessive focus on metrics without enough attention to behaviors, context, and the people behind the numbers.
- How curiosity, challenging the status quo, and asking better questions can help leaders rethink their approach to CX, coaching, and organizational performance.
