Adam Dorrell is joined by Adrian Swincoe, Independent advisor, speaker and best-selling author on customer service, experience, and engagement. His books include "How to Wow" and best-selling "PunkCX", which celebrates the anti-"prog rock" approach to doing customer experience simple and fast (as opposed to doing complicated, self-indulgent research projects with 10 minute guitar solos).   Adrian talks about his new book, "PunkXL", which is all about experience leadership. He talks about the "Quadrification" of our current times and about how he is "in service to service" - and gives a great piece of advice about why listening to frontline staff is vitally important.   If you enjoy two dudes talking about old punk records and CX, you will love this episode.