I recently attended Verint’s Engage EMEA event, where I enjoyed sharing a few ideas and talking with a bunch of CX leaders, professionals and experts about how a “Punk” attitude can win with agents and customers alike. Seeing Verint’s customers on stage and hearing how they have created their own stand-out experiences, I knew I was amongst like-minded persons.

There was one common theme at Engage. With organisations experiencing challenges from talent shortages to the cost-of-living crisis, it was pretty safe to say things are being shaken up, and companies are looking for solutions to challenges they’ve often never experienced before. With that in mind, surely there’s no better time to seek out fresh ways of thinking.

What is Punk CX?

But first – what does it actually mean to bring Punk to CX?

In short, it means doing things differently. Being bold.

It means standing up, standing out, and (sometimes) being counterintuitive. It’s about going against the grain, trying new things, taking risks and being open to making mistakes – and never being boring! It’s also about not needing to be liked by everyone.

Why choose Punk CX?

This last part is crucial. Perhaps it’s controversial to say CX is in danger of becoming overly complicated, but it looks to be heading that way. Excessively benchmarked, frameworked, measured, codified, certified and specialised – it’s losing sight of the customer’s experience in favour of pursuing the concept of customer experience.

And when it comes to retaining and empowering your people – your biggest and best asset, especially in the turmoil of the Great Resignation – a little Punk spirit goes a long way.

Punk CX gets back to basics but in innovative and bold new ways. Punk CX is an attitude and a mindset.

That means I can’t stand in front of you and give you an itemised roadmap to what customer success looks like for you, your team, and your customer base – because it’s going to differ vastly from organisation to organisation and from goal to goal.

That’s the beauty of the mindset it acts as an invitation to tear up the rule book and do things differently, breaking barriers and breaking the mould.

Choosing Punk CX means going against the grain of customer experience programmes in their current iteration. These tend to be quite formulaic affairs which produce expected yet sometimes disappointing results.

Think of it like painting by numbers: this creates nice pictures, sure, but it’s never going to deliver great art or ever stand out as unique.

So as we head into 2023 and face the challenges of the CX landscape of the future, ask yourself this: do you want to be an artist or just someone good at colouring inside the lines?

How Does Verint’s One Workforce Demonstrate Its Punk Edge?

So, back to Verint, and the inspiration, innovation, and invigoration on display at Engage EMEA.

What I really loved about this event was the commitment to customers demonstrated throughout the array of stories, experiences, and goals. Verint’s One Workforce approach powers all kinds of transformations, across any industry you care to mention, by enabling the whole workforce to engage with customers at the right time, in the right way – and Verint know that this looks different for every single organisation.

It’s all about closing the Engagement Capacity Gap – bridging that gap between the expectations your customers have (expectations that are always increasing!) and the resources you have at your disposal.

Verint’s CX experts take into account each organisation’s needs and resources to deliver a One Workforce solution that’s absolutely perfect for them – no ‘one size fits all’ slacker attitude here!

That’s pretty Punk and their approach is backed up by some impressive results.

In fact, if you’re looking for a 2023 resolution worth committing to, here’s my advice: embrace Punk CX for happy employees, happy customers, and a storming good New Year!

And, while you’re at it, check out how Verint One Workforce could help.

#Verint #OneWorkforce #CX

This is a collaborative post that was written by myself and the folks at Verint.

Image by Pete Linforth from Pixabay