It’s the deviants that make the difference - Interview with Gary David and Adam Gamwell

Punk CX with Adrian Swinscoe

Mar 5 2021 • 1 hr 26 mins

WARNING! Today’s interview is not like the regular interviews you would normally find here. This episode of the Punk CX podcast is a bit of an experiment and features Gary David, an ethnographer and a professor of Sociology at Bentley University, and Adam Gamwell, a Design Anthropologist, or as he likes to describe himself a Design-Centered Human, and myself having a bit of a rummage around some of the ideas in my Punk CX book as well as a number of other issues related to service and experience including sociology, design, anthropology, systems thinking, organisational dynamics and psychology. We had fun. It was a conversational rummage. I learned a lot. Hope you enjoy the experiment.

This interview follows on from my recent interview – We need to talk about customer service’s “messy middle” – Interview with Michael Ramsey of ServiceNow – and is number 378 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

It was quite some conversation so I haven’t produced highlights this time around. I’ll leave it up to you to jump in and find your own highlights.

Normal service should resume next time 😉