How can companies maintain that CX human touch you’re looking for an in an increasingly interconnected and technological world? What sort of shifts in customer service and customer experience have we seen in recent months? What is the feedback gathering playbook for 2020? Further, Adrian will go in-depth also on the "Punk CX Mentality", and what it takes to be better at CX on a practical level: bring the passion, always look to get better, and don't be afraid of who you're going to upset. All of this and more in this special interview with Adrian Swinscoe.