Books

Some of the endorsements that Punk XL has received:

“Exactly the kind of trippy and healthily anarchic treatment this subject has been missing. I loved it.”
– Rory Sutherland, Vice Chairman, Ogilvy

“Love both the look of the book and it’s content. Punk XL is a fascinating, entertaining, and educational ride. Dive into this book if you want to discover what eXperience Leadership means to you and your organization.”
– Shep Hyken, customer service/experience expert and NYT bestselling author

“I love this book. It is wise, entertaining, challenging and bursting with useful insights. In short: it is the opposite of most books on management.”
– Dennis Tourish, Professor of Leadership and Organisation Studies, University of Sussex

“Punk XL let’s your brain fizzle. Every page a new story, every page a new insights, every page makes you think differently.”
– Steven van Belleghem, award winning and best-selling author and entrepreneur

“Punk was always as much about attitude as it was the music. And in Punk XL, Adrian Swinscoe dials the attitude up to 10. Full of punchy anecdotes and asides from a supergroup of CX stars, Punk XL serves as a manifesto for customer experience leaders looking to challenge the conventional - and antiquated - wisdom around customer strategies.”
– Neil Davey, Managing Editor, MyCustomer.com

“I loved the book! Just as refreshing and stimulating as PUNK CX. The personal storytelling of customer experience by Swinscoe et al made it feel even more relatable and the flow of it really kept me reading. It's a great size to give you just enough of the boost you need to get your head out of the mush and concentrate on what's important when it comes to experience leadership. The book tells it like it is and reading it reminds us all as leaders where we should be focusing our efforts and start walking the walk and enough of the talk.”
– Amy Kelly, Director, EMEA Marketing, UserTesting

“Woah mind blown! PunkXL is non-conformingly brilliant. Strap in for a wild & transformative ride and say goodbye to your conventional customer experience mindset.”
– Joseph Michelli, Ph.D. – New York Times #1 Bestselling author of book like Stronger Through Adversity, The Airbnb Way, and The Starbucks Experience

“With a big fat dollop of common sense on every page, this book is essential reading for anyone aspiring to be a better leader of customer experience.”
– Peter Cross, retail expert and former Customer Experience Director at John Lewis and Waitrose

“Gives You Raw Truths on CX - a blend of the Clash’s Joe Strummer, research nuggets from Accenture on left-right brain people, an idea-a-day book from CX experts and inspirational leaders wrapped up in a Sniffin’ Glue style collectable pop-art book from experience leader and provocateur Adrian Swinscoe.”
– Adam Dorrell, podcaster and CEO of top-rated b2b SaaS CustomerGauge

“Unencumbered. Bold. Break Things. Exhilarating. Troublemaker. Unabashedly direct. These are some of the terms Adrian shares with his readers to describe the “Punk CX” perspective. But these colorful terms do double duty: They also describe this book. On the very first step of your customer journey, one look at the avant garde typography and you’ll know you’re in for a wild ride. This is not your grandfather’s (or your boss’s for that matter) book about customer service. Buckle up and prepare to smash old clichés. As the author observes, “In this customer-focused era, there's always a slight stench of bullsh*t in the air.” Grab this book and get ready to smell the roses instead.”
– Michael R. Solomon, Ph.D., Professor of Marketing, Saint Joseph's University

“I’ve always believed that there's nothing like the occasional good whack upside the head to force us to rethink the things we think we understand. Having known Adrian for a while now, and having read Punk CX, I just assumed that's what I would get from Punk XL. Bad assumption... Punk XL is delightfully jarring - in the way it is written and in its unapologetic assault on traditional CX wisdom. It doesn't just offer new insights and perspectives for you to consider. It throws you to the ground, holds your brain open and just jams it in there. It doesn't just offer you things to think about - it forces you to think. Punk XL is a must-read for every decision-maker in every company. Adrian transports you past the metrics and data and traditional perspectives of customer experience. He challenges you to abandon vapid 'best-practices,' step away from your desk, stop thinking about people’s wallets for just a second, and actually, truly, genuinely understand your customer. What a freakin' concept.”
– Shaun Belding, CEO of The Belding Group of Companies, and author of the bestseller, The Journey to WOW

“As someone who grew up with punk, Adrian’s call to arms resonates with me. We don’t see enough attitude in leadership. He makes the case for more.”
– Mark Curtis, Head of Innovation and Thought Leadership Accenture Interactive, Co-Founder of Fjord.

“Adrian (and the band!) deliver truth, inspiration and brutal logic. The second album challenges us to cut through the c**p and simply look after our customers.”
– Jonathan Allan, CMO of one of the fastest growing CCaaS platforms in Europe: Puzzel

“By no means your standard business book. Adrian Swinscoe’s sequel to Punk CX endures in its unique, engaging style. Punk XL is thought provoking and sometimes brutally honest. Layering insights from a huge number of sources it provides an inspiring read that can fuel ideas and robustly challenge standard ways of thinking, doing business and operating as a leader.”
– James Scutt, Head of Customer Experience, Post Office and CX Leader of the year 2020

“Profound and provocative. A must for anyone wanting to avoid CX Anarchy.”
– Scott Addington, VP Marketing (EMEA), SugarCRM